The Retail Conference 2012 - Keynote Seminar Presentations
Details of the keynote seminar presentations for The Retail Conference 2012 are being confirmed. Some of those already confirmed are below. Click the links for more details.
How do you manage customer expectation and improve the experience in a multi brand, multi channel and multi country environment?
This keynote will be delivered by Ian Golding, Head of Group Customer Experience, Shop Direct Group (SDG).
Delegates will walk away from this session with an much clearer perspective on how to meet and exceed customer expectations in a complex multi-brand, multi-channel and multi-country retail environment. During his keynote Ian will share:
- How, as one of the UK's leading online and home shopping retailers, SDG operates multiple brand fascias in the UK and now globally
- How each of the brands is supported by a core operating model - from sourcing of product, warehousing, delivery, and provision of customer service through our contact centres
- How SDG is working towards delivering differentiated customer journeys that align to each brand proposition
- How the differing expectations of the customer base is becoming an ever increasing influence in brand differentiation
- How SDG have proven that effectively managing customer expectation has a direct effect on loyalty
This session will be a great insight to a fascinating retailer who, on the same day in 2011, because truly global, going live in over 40 new countries simultaneously.
Back To TopThe importance of the global tourist customer to London Retail in the year of 2012 Olympics
This keynote will be delivered by Richard Dickinson, Chief Executive, New West End Company.
Delegates will walk away from this session with a real insight into the importance of the global consumer on London retail and some specifics about the impact of the London 2012 Olympics. During his keynote Richard will share:
- London's tourism trends, with particular reference to the growing importance of retailing as a key part of the experience
- The West End Shopper from overseas - who are they, what are their characteristics
- The impact of once in a lifetime events on London - the Queen's Diamond Jubilee celebrations and the London 2012 Olympics
- The legacy of the Olympics
- The future of the West End given shopper requirements and other high street trends
This session will really bring home to the audience just how pivotal London, and specifically retailing in London, is as a contributory factor to global tourist attraction and spending.
Back To TopRocket science: using delivery to shape the future of retail
Following a very well received keynote at The Retail Conference 2011, in partnership with Argos, Tom Allason, Founder of Shutl, will be speaking once again at the 2012 event alongside a prestigious retail client...
Over the last 17 years, retailers have embarked upon increasingly complex multichannel strategies in order to provide shoppers with the flexibility to shop on their own terms. Whilst the online experience has come light years since 1994, delivery has been the constant impediment to the online sale.
Tom Allason will take a look at the new role that delivery and Shutl can now play, both as a means of attracting and converting online customers and in driving greater profitability for retailers. Shutl are launching with a number of high profile retailers throughout 2012, so a 'mystery retailer' will also be speaking alongside Tom to deliver a detailed case study.
Back To TopGlobal Retail Success is based on the sum of many local successes...
In this seminar Martin Blackwell, Chief Executive of Association of Town Centre Management will explore how retailers can ensure their town centre based stores are thriving.
The theme of The Retail Conference 2012 is global retailing - and retailers must remember that global is really only the sum of many, many locals. To be a successful global retailer you need to have multiple, successful local outlets. In the UK that is typically a mix of out of town and high street locations. In the past year there has been much focus from government and the media on our UK high streets. If anyone is 'in the know' on this subject it is of course ATCM.
In this session Martin asks "Should Retailers join the 'Town Team?'". The much publicised 'Portas Review', to which ATCM made considerable contribution, says, "To compete, town centres must put in place a visionary, strategic and strong operational management team". Martin will explore the place of retail in this process, the links to traditional Town Centre Management, discuss the Town Teams concept and ask what is the role of BIDs is in all this.
This session will leave attendees in no doubt as to the important role their retail organisations play in developing a template for success for our towns, and thus ensuring that the sum of the performance of their locations delivers in a global retail economy.
Back To TopBest in Show: Driving business performance through engaging both colleagues and customers
In this dynamic and engaging seminar you will hear from People Director of Pets at Home, Ryan Cheyne, together with MD of customer insight agency SMG, Jeremy Michael, as they demonstrate how an engaged workforce can create customer loyalty and build sales.
See the Pets at Home live case study of the Service Profit Chain in action, built using insights from over 100,000 customers. Learn what opportunities exist for YOUR business when you take a leaf out of Pets at Home's book... Not to be missed!
Back To TopRetail Business Intelligence - In a rapid and reactive market
In this session, co-presented by Alastair Sneddon, Business Intelligence Manager of Game Retail and Andrew Blatherwick, President of Europe at Manthan Systems, delegates will discover how BI enables retailers to gain greater insight in to their business to enable executives to make the right decisions to improve the business.
Manthan will show how retailers around the world are utilising the power of the solutions to provide each user within the business insight into their area of business. Andrew will explain how offering worldwide best practice KPI's retailers are able to quickly evaluate the performance of the business and make decisions to improve business profitability, sales, reduce costs and improve employee and supplier performance.
Alastair will bring this to life with a real-life case study. He will explain how ARC Business Intelligence, provided by Manthan Systems, supported Game through their recent administration and subsequent buy-out. Business intelligence initially provided the receiver, and then the new business owners, with the information on which to base their decisions in this very critical and stressful period of a business life.
Alastair shares the journey with the audience, from when the receiver needed to very quickly get visibility of what were the viable parts of the business, where the problems were, and what they could recover to be able to maximise the future potential of the business. The new owners used the intelligence to be able to 'hit the ground running' and very quickly gain control of the business, understand where resources needed to be directed to gain most benefit in the short term. As Alastair leads the Business Intelligence area of the Game business, he has become the centre of attention within the new organisation and is key to being able to provide all the right information quickly and accurately to be able to continue to rise of Game Retail from the ashes.
This will be a truly insightful presentation about how important business intelligence has been, and continues to be, in the life of this dynamic business.
Back To Top
