Conference Day Two: 13th February 2019
8:30 am - 9:00 am COFFEE & REGISTRATION
9:10 am - 9:20 am Conference Opening – Remarks from the Conference Chairperson
9:20 am - 10:00 am Super Cheap Auto’s Next Generation of Stores With the Ultimate Customer Experience Centre
This revolutionary store concept has all the attributes of a truly national flagship that stays true to the locality. It has been developed to meet changing customer expectations and prepare for the future of retail with expert help spaces, in-store workshops, a floor-to-ceiling video wall with localised content, a lounge area and, outside, a big 36sqm LED screen. They have also embraced the omnichannel approach by integrating digital in stores to create a truly slick, seamless and enriched experience.
In this Session…
- Adapting store strategy to evolving nature and customer demands
- Bringing an experiential aspect to connect and engage with customers
- Leveraging both online and physical stores so that they compliment each other
10:00 am - 10:40 am How New Shanghai is Serving the Rise of Casual Dining Experience
New Shanghai offers guests a taste of modern Shanghai-style cuisine, in an ambient setting inspired by bustling and colourful streets. They provide a unique dining experience to really connect with their audience to provide a seamless and engaging meal. They continue to experiment and innovate their brand in a digital world while keeping as authentic as possible.
In this Session…
· Building a consistent and loyal customer base through relationship management
· Engaging with social media and using it as a tool to encourage people to experience the brand
· Streamlining processes to keep the attention of the fickle customer
10:40 am - 11:10 am MORNING TEA
11:10 am - 11:50 am PANEL DISCUSSION: Discussing the Evolving Retail Landscape and Predicting Future Trends
Thanks to new technology and changing patterns of consumer behaviour, the retail industry is set for major transformations now and in the future. Retailers that fail to adapt or innovate will be left behind as a new era of convenience will rein king. Modern retailers are expected to offer a thorough shopper experience through all channels – whether it be online, in-store or in app.
In this Session…
- Deliberating how retail has changed recently and how that impacts your business
- Detailing consumer expectations for a more integrated brand experience
- Forecasting the potential of future stores and customer journey
11:50 am - 12:30 pm Levis’ New Concept Based on Consumer Insights and Data
Levis is an international clothing company known for inventing the blue jeans. Its stores in the Asia Pacific region have been evolving with consumer behaviour and aim to have consistent branding throughout the regions but give a personalised twist to the local tastes. The design of their stores focus on using consumer insights and customising the store to have local experience but still maintain the Global brand standards.
In this Session..
- Understanding the change in consumer shopping behavior
- Differentiating between the needs of different cultures to cater to their needs
- Creating a guided exploration of the store for customers through retail design
12:30 pm - 1:30 pm LUNCH BREAK
1:30 pm - 2:10 pm The Rise of the PHY-GITAL Stores and the Evolution of the Customer Experience
15 years in the making, the online store has now created a massive shift on how customers purchase their goods. The mindset now of brands in order to survive the retail wars has to be that of an "adapt or die" attitude.
With established brands such as "toys R us" falling and closing down stores, a lot of brands have taken notice and changing their strategic outlook.
Zara notably is pushing to be exclusively online by 2020, what must be done to save the brick and mortar stores?
In this Session…
- Tying in omnichannel with brick and mortar stores to keep up with consumer behaviour
- Click and collect and other measures to attract customers from screen to store.
- Designing stores for the touchscreen age
2:10 pm - 2:50 pm How yd. is Bringing Aspiration and Authenticity for Brand Expansion
yd. is a leading retailer for all on-trend menswear needs and is getting their brand experience right through in stores and digitally. With stores all over the country, they utilise each space differently to target different experiences in different spaces. They aim to engage with their customers on site to encourage more time spent in store while enhancing the digital experience which is a huge growth opportunity.
In this Session…
- Understanding how to drive sales online for growth
- Acknowledging who the customer is to align experience with how they shop
- Ensuring the marketing campaign, store design and social strategies support the brand message
2:50 pm - 3:20 pm AFTERNOON TEA
3:20 pm - 4:00 pm The New Big ‘M’ in Town: How MOS Burger is providing a Unique Japanese Twist on Burgers in Australia
MOS Burger Australia currently consists of six stores within the Australian market. MOS burger can also be found in six other countries with 1,694 stores globally. Australia is the first Western country of expansion for MOS Burger outside of Asia.Learn about the journey and challenges of moving from Asia and adapting into the Australian food industry amongst the rise of fast causal dining and food conscious customers.
In this Session…
· Evolving with customer expectations for a better experience and store design
· Dealing with a segmented and oversaturated burger industry through innovation and transparency
· Challenges of an Asian brand in a western world and creating a unique product offering
4:00 pm - 4:40 pm Driving Suncorp’s Omnichannel Strategy for Retail for a Seamless Customer Journey
Suncorp’s stores have been on a transformation journey to bring the physical, digital and lifestyle together in a space which provides customers with the opportunity to learn and grow their financial wellbeing. The next stage of our journey is moving from an omni-channel strategy where the focus is functional split of services, to unified commerce where digital and physical are blended to provide customers with end to end solutions.
In this Session...
- Leveraging a physical presence to establish your brand and products
- Complimenting your online channel to give customers a unique and personal experience
- Innovating retail by embracing an omnichannel approach to drive growth
