MONDAY 24 SEPTEMBER 2012
9.50am Welcome Address
Russell Zimmerman, Executive Director, Australian Retailers Association
MORNING SESSION | DECISION- MAKING IN RETAIL MARKETING: THE END OF THE GUT FEELING
10.00am Panel Discussion – Decision-Making in Retail Marketing: The End of Gut Feel? The importance of using data in retail marketing decision-making
Mark Harding, NSW Client Services Director, Australian Bureau of Statistics
Steve Ogden-Barnes Retail Industry Fellow, Deakin University Business Graduate School
Mani Shishineh, Insights and Alliances Manager, Audio Clinic/Oticon Australia
Nigel Lester, Retail Solutions Group Manager, Pitney Bowes Business Software
- The new ABS Census 2011 data – How can we best utilise Census data to better our marketing and location decision-making?
- There’s a lot of data relating to consumers out there. How can we use this diverse information in a coherent way to inform our decision-making?
- We’ve got a loyalty program but are the customers loyal? Is this the best program to retain them?
- How do we track our evolving customer relationships and learn when to target across the relationship lifecycle?
- Mass marketing – Blitzing everyone doesn’t seem to work anymore. How can we effectively segment our customer base and get the right promotional messages to the right target segments?
- Location planning – How can we practically use demography and geography to optimise our retail site planning?
MID MORNING SESSION | INNOVATIVE RETAIL SOLUTIONS
11.00am Innovation in Retail, you too can Innovate
Jim Papas, Managing Director, myeyesThe consumer is King. Consumers buying behaviours are continually evolving and retailers are faced with fierce price competition. Jim will show you how he has successfully developed and implemented an innovative retail solution which has been able to solve many issues faced by retailers today. The innovation has resulted in an ability to create a repeatable personalised engaging buying experience which differentiates the brand, improves customer loyalty and increases sales across a multi store environment.
11.25am MORNING TEA and time to visit the expo 11.45am Digitalisation of Retail Supply Chain
Gaurav Patni, Technology Integration Leader, David JonesOmni-channel retailing has rendered the traditional supply chain model obsolete. In order to provide a seamless shopping experience across various sales channels, Retail and Consumer Goods firms must develop ‘digitalised supply networks’ that leverage digital collaboration and connectivity tools to streamline information flow and improve enterprise agility. This presentation would focus on:
- leveraging digital technologies to move from the traditional supply ‘chain’ model to a supply ‘network’ model
- supply chain implications of omni-channel retailing
- integrating key business functions to streamline information flow and improve enterprise agility
- illustrating the synergistic value of an integrated supply network
12.20pm Attract, Grow and Retain the Best Available Talent
Garry Connell, Director, TRAK RecruitingDigital technology may be how we are now connecting with our customer but it is our people and the in store experience they provide that will enable us to engage and capture our customer” says Andrea Guerra, Global CEO of Luxottica ( 6500 stores worldwide). As online shopping continues its rapid growth the calibre of your people should be your number one priority. Retail executives continually tell us people are our most important asset, but it appears most retailers don’t place enough focus on their people and culture strategy. If you are able to recruit better than your competitors, develop and then promote internally more often, followed by a reduction in your staff turnover, you’ll not only please your customers and increase your top line you’ll also reduce costs and put thousands onto the bottom line.
1.00pm LUNCH and time to visit the expo
AFTERNOON | CHANNEL INTEGRATION & eRETAILING
1.50pm Omni-channel Retailing and the Changing Consumer: Australian Best Practices
Ian Wong, Associate Partner, IBM Global Business Services Consumer Products and Retail Industry Practice LeadResearch shows that the power has shifted, from retailer to consumer, when it comes to the shopping process – as consumers jump easily from awareness to purchase, at the time and place of their choosing. This paper reviews the challenges that retailers face, based on the recent study, Winning Over the Empowered Consumer: Why Trust Matters, from the IBM Institute of Business Value, including 1,800 Australian respondents – the largest of its kind; review of the of the modern Australian shopper, from their viewpoint; the tools, technologies, mobile and social technologies at their fingertips; examples of the shopping process, as consumers dip in and out of their shopping journey using multiple channels, devices and locations; and how retailers (and brand manufactures) can better understand shoppers, listen to and adapt marketing strategies to respond to the modern day shopper.
2.30pm Getting to the Big O: How Australian Retailers are Gearingup for Omnichannel Excellence
Dawn Varghese, Senior Consultant, Retail & Consumer Packaged Goods, Infosys & Andrew Dobosz, Associate Director, The Portland GroupListen closely and you can hear the gasps. They’re the last dying breaths of siloed systems supporting different front end channels (call centre, catalogue, retail, online, mobile) and various back end processes from procurement to distribution.
With higher costs and lower margins, Australian retailers can no longer afford to fund processes that don’t yield the right efficiencies and insights that the business needs and the intuitive, convenient service and unified brand experience which consumers crave.
Drawing from dozens of case studies partnering with retailers around the world, Infosys experts will discuss:
- How savvy retailers are designing improved shopping experiences to increase customer loyalty and margins – and how they fund them!
- If I knew then what I know now: Top 5 lessons learned by US and UK retailers on the journey to retail transformation
- The Aussie advantage: unique features in the Australian retail environment that are paving the way for the omni channel revolution
3.10pm Capitalising on your Retail Advertising with Google’s Solutions
Rhys Thomas, Director of Business Development, GoogleRhys is joining us to share his Google expertise on how to capitalise the search results for your company. Google has free marketing and research tools available and some examples will be provided on how to best utilise them. There will also be some insight into what else is emerging in the market that is of interest to many retailers that have both have an online and instore presence.
3.35pm The 7-Eleven Story
Warren Wilmot, CEO. 7-Eleven Store Pty LtdAs an award winning retailer, with over 550 stores across Australia, there is a story to tell and lessons to be learnt from CEO Warren Wilmot
4.15pm NETWORKING DRINKS and time to visit the expo – Close for the day
TUESDAY 25 SEPTEMBER 2012
7.30am What’s Possible for Retail in 2013
Nick Bowditch, ClooeeDuring this 90 minute session, Nick Bowditch, founder of Clooee, a collaborative agency based in NSW, will go through some of the emerging trends in retail and outline which of them will survive, which are a flash in the pan, and which you should be making yourself aware of right now.
Coming from a strong social media marketing background, Nick has a good grasp on the online, social and mobile business and will share some of the least expensive – and most effective – ways for you and your brand to not only survive in 2013, but grow and thrive.
Nick’s sessions are always fun, interactive, a bit irreverent and packed with value in information, tips and secrets that he gives away.
9.30am Plenary hall opening and coffee 10.00am Retail in the City of Sydney
The Hon. Patricia Forsythe, Executive Director Sydney Business Chamber, NSW Business Chamber, City of Sydney
MORNING SESSION | RETAIL REINVENTION
10.10am The Colorado Group….Boom to Bust in 10 years. A Turnaround Success Story – How the Colorado Group Shed its Baggage and was Reborn
Andrew Whittaker, Partner, Ferrier HodgsonIn light of what has been the hardest two years for retail in most people’s memories, Andrew will present a case study focusing on the rebirth of the Colorado Group as Fusion Retail Brands. The case study will cover the creation of a blueprint for change within the business and the levers that were pulled to get the business back on track. On 28 March 2011 Ferrier Hodgson were appointed as receivers of the Colorado Group. The only real option left to the lending consortium was to close the unprofitable pieces of the business, do a debt for equity swap, and pull together a detailed strategy and turnaround plan that would get them to an exit strategy in a reasonable timeframe.
10.45am Creativity for Competitive Advantage
Alex Ritchie, Creative Director and Co-Founder, e2Design thinking is no longer just for designers. The methodology is now considered by business leaders to be an effective approach in creating game-changing solutions and gaining a long-term competitive advantage. “Creativity for competition” will examine how design thinking has been employed across the globe to deliver innovative solutions that change industry standards and redefine market positions. We’ll also discuss how Australian retailers can apply these sensibilities to a broader range of projects, customers and environments on home shores.
11.25am MORNING TEA and time to visit the expo
11.50am Reinventing the Wheel for Today’s Retail Landscape
Michele Teague, General Manager Marketing, Metcash Food & Grocery
12.40pm LUNCH and time to visit the expo
MIDDAY SESSION –– MERCHANDISE MANAGEMENT – PART ONE
1.30pm The Retail Multichannel impact on Customer Behavior, Loyalty & Satisfaction
Paula Goncalves, Director- Channels (APAC), CitiXsysGlobally, retailers have realized that loyalty rewards & new channels for retail like mobile & internet will bring significant new opportunities to draw them closer to consumers and drive growth. We believe that it is critical for Modern Day Retailer to invest in interactive loyalty programs with robust multichannel capabilities since they provide them an attractive opportunity setting them apart from their peers.
Online sales in Retail have continued to be a bright spot: and with mobility gaining a new imperative in retail, “anywhere” is the new address of shopping. Retailers constantly struggle to extend an all-round multi-faceted shopping experience accommodating the new connected shopper.
This evolution has made it consequential for retailers to embrace mobile enabled multichannel sales and retailers are already looking for ways to engage the customer. The new age consumers expect a consistent, seamless, and integrated experience across all retail touch points. The digitized shopping cart will enormously complement physical shopping cart creating a more flexible retailer, one that constantly adapts to the ever-changing moods & trends of the shoppers.
For Retailers, adoption of newer technology has already opened up entirely new revenue channels: retailers today sell online, on smartphones, and in-store, with all their shopping carts integrated. Going online will be the key to successful multichannel commerce establishing a unified view of customers, their orders, products, promotions, and stock information across store.
2.00pm A: Why your Brand is Important and Price is Not
Main Stage- BRANDING
Stephen Rinaldo, Rubicon RetailRetailing, once again is experiencing a downturn. We blame the economy,
consumer confidence and the onslaught of the online phenomenon. But, these are factors that will always be effect business. Retail isn’t suffering because of these issues, more so
because Retailers have forgotten how to be RETAILERS. It’s about time we became merchants
again! Offering service, expertise and memorable shopping experiences, whether
instore on online – it’s simply NOT about DISCOUNTING the price.
B: Neuro Insights for Retail
Exhibitor Lounge – CUSTOMER INSIGHTS,
Katharina Kuehn, RDG InsightsDid you know up to 95% of consumer behaviour happens below our conscious radar? Therefore classical research approaches really only reach the 5% tip of the iceberg.In this presentation, Katharina Kuehn will share insights from their latest research study to explain how retailers can capture subconscious consumer motives to reach their markets on a deeper more targeted level.Some topics in this presentation include:
- Reaching consumers on an emotional
and subconscious level
- Understanding consumer personality types
- Consumer behaviour in multiple channels
- Retail execution that resonates
Using a revolutionary multi science approach called Limbic®, you will learn how to create insights driven brand and shopper marketing strategies that resonate with your real consumer.
C: Know your Enemy: Protecting your Retail Business from Cybercrime
Hospitality Lounge- INTERNET SECURITY
Michael McKinnon, AVGAs a retailer, your security focus is probably on shoplifters and the not insubstantial havoc they wreak on your profit margin. But have you considered the potential threat and ramifications of cyber criminals accessing your systems through your internet-connected point of sale equipment? The damage of an attack can go well beyond immediate financial losses, causing irreparable harm to business reputations and customer loyalty.Join Michael McKinnon, Security Advisor for AVG (AU/NZ), to learn what online threats exist for retailers and practical security tips for protecting your business from cybercrime – to safeguard your revenue, reputation and customers
2.40pm AFTERNOON TEA and time to visit the expo
AFTERNOON SESSION | MERCHANDISE MANAGEMENT – PART TWO
3.00pm LIMA (Licensing Industry Merchandisers Association)
Preston Lewis, Managing Director Warner Brothers Consumer Products
Kylie Watson Wheeler, Managing Director, Walt Disney Consumer Products
Yvonne King, Licensing Director, Haven LicensingOur goal is to have you leave the conference today with a better understanding of what is Licensing, the value of Licensing and how can retailers use licensing to drive their business.
We aim to provide you with some compelling factual data on what a brand approach can bring to your business.
AFTERNOON SESSION | INSTORE ENVIRONMENT / RETAIL DESIGN
3.50pm Store experience: Understanding the Future of the Store
Selma Mehmedovic, Research Consultant, Australian Centre for Retail StudiesWhile the growth of emerging non-store channels outpaces that of traditional channels, bricks-and-mortar stores will continue to hold their place as the hub of the retail value proposition and the core of the shopper experience. Retail stores will, however, evolve in new and innovative ways to connect shoppers to virtual shopping alternatives and the opportunity exists to create this source of competitive advantage. Jason will present findings based on consumer expectations and preferences in terms of mobile, technology, social media and in-store experience and how these elements impact shopper satisfaction, engagement and word-of-mouth. Selma will present consumer preferences for the store of the future and outline key global retail trends, with a particular focus on how retailers are integrating various channels into the physical store environment.
4.20pm Reflection and Summary of Westfield Study Tour
Peter Wilson, Shopper Marketing Manager, Idea WorksIn a digital age, the bricks and mortar store experience is more important than ever. Retail environments need to be about inspiration as much as information. Every year, IdeaWorks attends the Westfield World Retail Study Tour and goes around the globe in search of the best, most exciting retail experiences. In a highly visual presentation, IdeaWorks’ Head of Shopper Marketing, Peter Wilson will share with you the latest from the most recent trip, and explain the keys to delivering a compelling retail experience…one that engages and excites shoppers, and ultimately converts into a sale
5.00pm The Power of Retail Design
Mark Muller, Director, Mark Retail, Shop Design SpecialistYou can drive profitability through strategic retail design. Designing a store is a marketing activity and needs to take into account multiple aspects of the business in order to make it successful. This presentation will provide you with an experts opinion on how you can make your dream a reality and reap the rewards. In this presentation Mark takes you on the journey of strategically designing a retail store and provides you with a few of his client’s case studies as examples of success.
5.30pm Conference Close
Russell Zimmerman, Executive Director, Australian Retailers Association
WEDNESDAY 26 SEPTEMBER 2012
Karen Spear, General Manager – POPAI Australia & New Zealand
8.50am Opening Remarks From Chair
Mark Fletcher, Director – ShopScience
9.10am Customer Insight: Is Shopper Marketing just another Buzz Word?
Kirsty Dollisson, GM – Marketing & Commercial – TorchMediaAfter being heavily involved with conducting investigative research into buyer behavior in-store and pre-store, Kirsty will take the audience through the path a consumer takes to become a buyer, the drivers influencing behaviour in-store and how to develop a relationship with the buyer and turn them into a repeat purchaser.
Shopper marketing is the new buzzword for strategies activated at store level but should be an over-arching strategy applied across all facets of communication with the buyer.
9.50am The Shopper – What you need to know?
Steve Andrews, CEO – ShopperpediaOK. You appreciate that the Shopper is not just the Consumer in a store and you’re pretty confident that you can achieve better results by including the Shopper in your strategies.
Yet you’re still not quite sure you know what you need to know!
The good news is that we’re finally now witnessing the professionalisation and entrenching of Shopper Understanding, in the same way we witnessed this for the Consumer all those years ago.
Steve Andrews, CEO of ShopperpediaTM, will introduce you to the Shopper Facts that meaningfully support Strategy and Action. He will draw from research on a staggering 1,200,000 shoppers over the last 7 years, leading us to the cutting edge of diagnosing and analysing Shopper behaviour.
10.30am MORNING TEA and time to visit the expo 11.00am Bread, Butter, Wrap, Toothpaste – talk to me in social baby and I WILL buy!
Claire Ferguson, Digital Business Director – Onepartners81% of us will buy something because a Facebook friend recommended it (not very surprising perhaps) but a recent study has found that 78% of us are buying a product because we like and talk to them in social – very surprising indeed! Making social media content almost as powerful for driving sales as a recommendation from a mate…
And with proximity marketing on the rise the duel social-mobile phenomenon isn’t just converting purchase, it’s creating “mobile” brand advocates. Definitely exciting times for brands that are embracing the possibilities of mobile and social all in one. Giving many “low interest” categories (like toothpaste) new hope… but they must embrace or die, because the digital-social-mobile-shopper is here to stay.
11.35am Influencing purchase action & consumer engagement through ‘live’ activation
Caroline Evans, Group MD – DemoPlusFace to face marketing enables brand advocates to speak directly to shoppers delivering their message through engagement and closing the deal right there & then!
Caroline will take you through a number of case studies where insight driven creative campaigns were delivered for key FMCG clients. The case studies will showcase how to change the consumer’s mind and purchasing behaviour through the style of demonstration and the physical location in store.
Caroline will share research on the effect of ‘live’ activations on the cluttered in store environment & the impact of roaming – interrupting shoppers on autopilot.
Your take-out will be a new level of insight into how brand ambassadors and ‘live’ activations can add another significant & commercial string to your shopper activation bow.
12.10pm LUNCH and time to visit the expo 1.30pm Re-invigoration the P&C channel – from a Shoppers Perspective
Mark Johnston, Client Director – Him! AustraliaWhile there have been some great developments to the “look and feel” of the P&C channel, can we start to re-invigorate the Shopper Offer in store by better understanding, meeting and exceeding their needs. What can we do as both Retailers and Suppliers to make the sector a destination for Convenience shopping – what barriers must we overcome and what opportunities exist that we can action. What can we learn from global convenience trends and then how can we apply this to the Australian marketplace? How can we work collaboratively to innovate and differentiate our offer to create true Convenience for today’s and tomorrow’s shopper?
1.45pm PANEL DISCUSSION:Understanding the Omnichannel Shopper
PPeter Wilson, Head of Shopper Marketing – Ideaworks
Aden Hepburn, Managing Director – VMLBy harnessing the collective experiences of working with clients in the bricks and mortar environment and the digital space our panel will discuss valuable insight into the world of the modern shopper.
2.30pm How companies need to improve the link between their brand personality & the shopper
Jason Bullivant, Strategy & Planning Director – DynamixDespite some doom and gloom there are many retail beacons shining strongly – even here in Australia.
Jason will take us through a number of success stories, which although very different have something in common. All of these companies do one thing exceedingly well by answering what today’s shopping is looking for. The shopper is at the heart of their business model and the bottom line is that the shopper is critical to their planning process. In retail today it is the shopper who needs to be hailed as the real power player when it comes to delivering the thing we’re all after – sales.
3.10pm Closing Remarks From Chair 3.20pm Closing Remarks From Popai 3.30pm Close Of Day
CLICK HERE to download the PDF Conference Program