The Retail & eCommerce Directors’ Forum 2017 Conference Programme Retail: the era of engagement, experience and entertainment Today, consumers are uncertain and constrained; retailers need to engage with them to encourage spending. Today, traditional retail spaces and places are under threat from online; retailers need to provide experiences to entice people to visit them. Today, consumers are bored with shopping; retailers need to ensure that they are entertaining as much as they are selling.
These are some of the new rules of retail – the things that demarcate the successful from the unsuccessful. This year’s Retail & eCommerce Directors’ Forum takes a look at how to succeed in this new era, and hears from those who are already playing by the new rules. Speakers joining us at this years’ forum include: Mark Bruce, Retail Director, Meadowhall Ed Cooke, Chief Executive, Revo Simon French, Chief Economist, Panmure Aron Gelbard, Co-founder & CEO, Bloom & Wild Ian Gilmartin, Head of Retail & Wholesale, Corporate Banking, Barclays Justin King, Vice Chairman, Head of Portfolio Businesses Jo Moran, Head of Customer Service, Marks & Spencer Adam Simon, Managing Director, Context Martin Squires, Global Lead, Customer, Intelligence & Data, Walgreen Boots Alliance Rosie Wolfenden, Managing Director, Tatty Devine
Keynote address by Justin King, former CEO Sainsbury’s Justin joined Terra Firma as Vice Chairman and Head of Portfolio Businesses in September 2015. He sits on the boards of the General Partners and is a member of Terra Firma’s Management Committee. He was previously the CEO of Sainsbury’s between 2004 and 2014, where he led the business through a major turnaround which led to nine years of profit growth. Before joining Sainsbury’s, Justin was Head of Food at Marks & Spencer. He held prior roles at Asda, HaagenDazs, PepsiCo and Mars in a thirty-year career spanning consumer goods and grocery retailing. Justin has previously served as a director of Staples and a board member of the London Organising Committee of the Olympic and Paralympic Games, and was on the audit committee of both organisations. He was also a member of the Prime Minister’s Business Advisory Group. Justin is well known for his interest in motorsport, supporting his son who races in GP2. After the Manor Formula One team fell into administration, Justin played a key role in its recovery through a company voluntary arrangement, becoming interim Chairman. In 2013, Justin was named Most Admired Business Leader by Management Today as well as Britain’s Most Impressive Businessman in the IPSOS-MORI Captains of Industry Report. Justin received an undergraduate degree in Business Administration from the University of Bath, and in 2009 the University of Bath awarded him with an Honorary Doctorate of Business Administration. Justin was awarded a CBE (Commander of the Order of the British Empire) in 2011.
Justin will also be conducting a smaller Q&A session following his keynote. More details to follow
VR: hype or reality? In
this interactive workshop you will: Discover why virtual reality is one of the next big things for retail Learn more about what VR is and how retailers are using it Get ideas as to how VR can be used in your own business Meet and talk to those who have worked with and developed VR See how VR is evolving and where it will go next
Speaker: Adam Simon, Managing Director, Context Adam joined CONTEXT in February 2013 to develop the company’s research coverage of ICT and technology. Adam is growing the CONTEXT panel of retailers, bringing fresh thinking to exploit new market opportunities. In 2015 he formed a pan-European Research Group on Smart Home, and in 2016 one on VR. He is the chair of a number of conferences and Summits, and speaker at others. In these events he brings together CONTEXT technology clients with retailers and distributors around topical issues. Prior to joining CONTEXT, Adam spent his career in professional services, introducing operational best practices in large retailers. He has worked with many of the largest retailers in Europe at senior executive level. Adam is a qualified Chartered Accountant, and has a degree in Modern History from the University of Oxford. Tying the threads: bringing together stores and online In this interactive workshop you will: Learn why looking at online and stores separately is damaging Discover the latest tools and tricks for assessing how people shop across channels See case studies of retailers successfully operating across channel Identify common pitfalls and mistakes when creating a multichannel proposition Have a chance to share your own experiences
From fantasy to reality: new technologies that will shape retail INNOVATION ZONE Hear from, see, touch some of the new technologies that will shape retail See how retailers are making the best use of these technologies Understand how technology solving the retail problems and issues Connect with key retail technology innovators Understand how to drive technology innovation for your retail business Powered by True Start Making the back bit work: the retail supply chain In this interactive workshop you will: Hear about how change at the front end of retail is disrupting the supply chain See how important the supply chain is in creating an engaging retail experience Understand the issues facing the supply chain and the risks and opportunities Learn about ways in which to streamline the supply chain without sacrificing sales Hear what others are doing in terms of supply chain innovation Speaker: Ian Gilmartin, Head of Retail & Wholesale, Corporate Banking, Barclays Ian Gilmartin is Head of Industry for Retail & Wholesale at Barclays Corporate Banking. He and his London team of relationship directors, together with the pan UK & Ireland relationship directors, are responsible for thousands of clients ranging from boutique fashion houses and high street booksellers to department stores and listed PLC’s. Ian has over 20 years of banking experience gained across corporate banking and capital markets, having previously held positions at Dresdner Kleinwort Benson and Allied Irish Banks. Prior to joining Retail & Wholesale Ian was Head of Marketing Services, within the Technology, Media and Telecoms sector at Barclays Corporate. Since taking on the role of Head of Industry for Retail & Wholesale, Ian has become a regular commentator in the national, regional and trade media on retail trends and industry issues as well as retail sales figures
Keeping retail space and places relevant In
this workshop session you’ll learn: The impact online is having on traditional spaces of retail How places need to react and respond to remain relevant What new innovations and thinking can be deployed to keep customers engaged How online and offline can work together for success How the future of physical retail spaces is likely to evolve Speaker: Mark Bruce, Retail Director, Meadowhall Not so fast food: personalizing and engaging the foodservice industry In this interactive workshop you will: Learn how one of the world’s biggest company’s struggled with changing consumers See how they responded through changing their business model Understand the challenges and difficulties they faced See the results of the transformation Identify how your own business can innovate and evolve in a changing landscape Loyalty; what’s the trick In this interactive workshop you will: Identify weaknesses in traditional loyalty programs Understand how to create genuine loyalty among consumers See the impact of new and old ways of generating loyalty Have an opportunity to talk about your own loyalty challenges Develop a view of what loyalty really means in this new era of retail Speaker: Martin Squires, Global Lead, Customer, Intelligence & Data, Walgreen Boots Alliance.
Selected in 2015 & 2016 as a member of Data IQs Big Data 100, described as “the definitive list of industry leaders with the furthest-reaching influence, greatest responsibility, meaningful experience and ground breaking knowledge in data and analytics, from customer insight through to big data”, Martin is a highly experienced customer & marketing analytics professional, with 25 years of experience helping blue chip organisations drive value from building a deeper understanding of their customers. Currently Martin is the Global lead at Walgreen Boots Alliance for Customer Intelligence and data, a role which oversees the development of the new groups customer analysis & data capabilities by creating advanced analysis & tools which build a deep
understanding of individuals and their customer behavior. The role also includes the coordination of teams from countries across the world who collaborate to create a Global centre of Excellence focusing on a variety of Customer Insight projects. Previous to this Martin has held roles Head of department roles at Boots, Bradford & Bingley (now part of Santander), National & Provincial (Now part of Abbey/Santander) and M&S Money. Protecting the front line: staff and the battle for good service In
this interactive workshop, you will: Understand why staff are critical in winning the customer service battle Learn how other retailers have incentivised staff to deliver great service See how to create a culture of customer excellence Identify how to improve your own customer service by using staff more effectively Speaker: Jo Moran, Head of Customer Service, Marks & Spencer During her 27 years’ experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation. In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo’s was able to achieve this transformation through strong stakeholder engagement and communication and a relentless approach to doing the right thing for customers. Jo attributes the success of this work in part to developing a clear plan and evolving this over time rather than trying too many different initiatives which had been the previous approach.
Kim Cassidy (Nottingham Trent University) and Simon Silva Global Customer Experience Manager (Bang & Olufsen) It all about ‘theatre’: so what exactly do retailers need to know? The term theatre continues to be used repeatedly by retailers trying to enhance the customers ‘experience’. Theatre applied in retailing seems to involve installing eye catching digital installations, stimulating emotional reactions from consumers or getting staff to work to programmed scripts. Or for some, a mixture of all three. In this session Kim will begin by highlighting the 3 main ingredients of a theatrical performance from the perspective of those who really know; theatre experts. She will highlight the findings of research carried out with colleagues working in the theatre. Simon will then share key insights of his recent journey with his team in Bang and Olufsen illustrating how they have improved the in-store customer experience through learnings
from the theatre. He will illustrate how creating a Customer Promise that is shifting behaviours on the shop floor that is putting more smiles on faces and money in the till. Key take outs Understand how retailers globally are currently using ‘theatre’ in their offer. See what experts in the theatre consider to be key theatrical elements. Learn how Bang and Olufsen are achieving success by applying theatrical principles to enhance their customers experiences?
New kid on the block: how a new retailer can change a market In this workshop session you’ll learn: How a new market entrant can disrupt and challenge an existing market The thinking behind forming a new retail business How technology can be used to change a traditional retail business model How to overcome the pitfalls and problems of a fast growth startup How to use innovation to generate growth Speakers: Rosie, Wolfenden, Managing Director, Tatty Devine Aron Gelbard, Co-founder & CEO, Bloom & Wild Rosie Wolfenden MBE is Managing Director and Co-Founder of Tatty Devine, the go to brand for original, fun, acrylic statement jewellery. Wolfenden founded Tatty Devine in the heart of East London in 1999 with Harriet Vine MBE after graduating from Chelsea School of Art. All jewellery is still designed and handmade in house by a female led team. They often collaborate with artists, designers and their favourite cultural spaces to create special collections throughout the year. All of Tatty Devine’s collections are sold online and in their two London stores in Covent Garden and Brick lane. New designs, as well as iconic pieces from their archive, are highly coveted and collected by a loyal fan base from all over the world and discovered by new customers every day. Aron Gelbard is the Co-founder & CEO of Bloom & Wild, the online and mobile flower gifting service he launched in 2013. Bloom & Wild is using technology to re-imagine flowers. Bloom & Wild makes it possible to order flowers in under a minute, and through-the-letterbox delivery means that receiving their flowers is as easy as receiving a letter. Their bouquets are trend-led, being the first florist to create a constantly changing range at scale as ‘fast fashion for flowers’. Prior to Bloom & Wild, Aron worked as a management consultant, advising technology, retail and consumer products companies at Bain & Company, having previously worked at Google and OC&C. Aron has an MA in Modern Languages from Jesus College, Oxford, and an MBA from Harvard Business School.
Tear down this wall: removing the barriers to retail growth In this interactive workshop you will: Understand the factors that are preventing retailers from expanding in the UK See the impact that these barriers are having on growth Have the opportunity to discuss the things holding back your own business Discuss how barriers can be removed Learn from others who have grappled with barriers and blockages Speaker: Ed Cooke, CEO, British Council of Shopping Centres
Edward is Chief Executive of Revo, the body for retail property and placemaking professionals. His role prior to this was Revo (then BCSC) Director of Policy and Public Affairs, responsible for the organisation's public policy, political engagement and research programmes. Previously he worked for the British Retail Consortium (BRC) where he led on property and planning policy campaigns. Prior to working for the BRC, he worked in the civil service for 4 years. Edward is a regular contributor to the public policy debate through his work on the Future High Streets Forum and other government working groups. He's the organisations' main spokesperson, regularly contributing in trade and national press, and has given evidence to Government Select Committees on the subject. Edward has an MSc in Public Policy from UCL, an MBA from Cass Business School and is a Non-Executive Director of a small food and drink producer in North Cornwall.
It’s the economy stupid: the outlook for retail and consumers In this interactive workshop you will: Find out the key forecasts and predictions for the UK and global economy Understand what’s driving economic change and how it will impact retail Pinpoint the threats and opportunities to retail and your own business Hear about the different economic scenarios in this turbulent time See how all of this affects retail growth Speaker: Simon French, Chief Economist, Panmure Simon French is the Chief Economist at Panmure Gordon. Prior to joining Panmure he worked for the UK Government, latterly at the Cabinet Office as Chief of Staff to the UK Government COO. He had a central role in implementing the Coalition Government's spending reforms in the last Parliament as well as working on the Government’s Welfare and Pensions reforms prior to 2010. He holds an Undergraduate and Postgraduate degree in Economics & Finance from Durham University.
AFTER DINNER SPEAKER
Eddie â€˜The Eagleâ€™ Edwards Michael Edwards, better known as Eddie "The Eagle" Edwards, is a British skier who in 1988 became the first competitor to represent Great Britain in Olympic ski jumping. At the time, he was the British ski jumping record holder, the world number nine in amateur speed skiing and the stunt jumping world record holder. Finishing last in the 70m and 90m events, he became famous as an example of an underdog or "heroic failure", and of perseverance and achievement without funding. Eddie will share his stories of how he became an unlikely superstar. He is an absolute legend - a great story teller and an inspiration to all people on how to succeed against all the odds.