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CONGRESS GUIDE 12-14 APRIL 2016 MADINAT JUMEIRAH | DUBAI WELCOME TO WORLD RETAIL CONGRESS 2016 IN PARTNERSHIP WITH OFFICIAL EVENT PARTNERS FIVE STAR SPONSORS ***** BROUGHT TO YOU BY
PRACTICAL INFORMATION
WORLD RETAIL CONGRESS
PRACTICAL INFORMATION
OPENING TIMES
Tuesday 12th April. 08:00 -17:00 PRESENTATIONS
Wednesday 13th April. 07:45 – 17:10 Presentations will be available to CONTENTS
Thursday 14th April. 07:45 – 17:30 attendees on the website within 03 | Practical information
World Retail Awards. 19:00 10 days of the event taking place. At-a-glance guide to the Congress
The distribution of presentation 04 | What the Retail CEOs think
CLOAKROOM materials is subject to the speakers’ Highlights from our CEO survey
Kindly note, as standard practice there is approval. 07 | Day 1 Agenda
no cloakroom available. Therefore if you have The full first day programme
any luggage please ensure you leave this with 09 | Retail leadership
the concierge at your hotel. LOST & FOUND Our report into next-gen retail
Please ensure you take care of your 10 | Day 2 Agenda
MEALS valuables and inform a member of staff The full second day programme
All refreshments and conference lunches if you misplace any items. 12 | Floorplan
have been carefully selected to offer you Find your way around the event
the best in banqueting. Check the agenda All items found within the venue should be 14 | Day 3 Agenda
for timings. referred to a member of staff. Kindly note that The full third day programme
the venue and organisers decline any 19 | Hall of Fame
WIFI responsibility for any lost items. Our three new inductees for 2016
Complimentary Wi-Fi is available throughout 20 | Retail opinion
the Madinat Jumeirah. Login details will be AWARDS TICKETS Solomon Lew on retail strategy
available on signage throughout the venue. Awards tickets can be collected from 23 | Thanks
the registration marquee on To our sponsors and partners
FIRST AID 13th April 11:30 – 17:30,
All security officers at Madinat are and 14th April 09:00 – 12:00.
trained and equipped to deal with basic
first aid occurrences. RETAIL STUDY TOUR
Exclusively curated for the Congress,
The first aid centre is located in Mina A’Salam. this one day tour offers insight into the latest
Should you need to contact the first aid room innovations in Dubai store design with
please do so on +971 4366 5864. commentary throughout on the ideas,
influencers and thought process behind
EMERGENCY PROCEDURES their conception.
The venue staff will take on the role of
Fire Marshalls and will direct all guests and This is your chance to find out first-hand
other staff to the emergency assembly areas. how leading retailers are conceptualising their
Upon hearing the fire alarm, please leave the stores to create engaging and memorable
venue by the nearest available fire exit. experiences for customers.
Fire exits are marked by signage and marshals Taking place on Friday 15th April, delegates
will be there to assist. Security will ensure all should meet at the Madinat Jumeirah Resort
areas are evacuated. After leaving the building at 09:00 for registration.
go directly to the assembly points.
The coach will depart at 09:30,
and will return to the Resort and Dubai EVENT APP
JOIN THE CONVERSATION International Airport at 17:00. The event app is your go-to source for all
things Congress. Build your profile, get the
#WRC2016 Please note that the tour is now fully booked, most up-to-date agenda, send messages
#FUTUREOFRETAIL if you would like to join the tour to other attendees, and submit live
please visit the registration desk. feedback after each session. If you have
misplaced your login details, email
booking_enquiry@worldretailcongress.com
/03
EDITORIAL EDITORIAL
Do you feel more
in the spotlight because
THE TOP 5 ISSUES
That will impact retail
60% of consumers using
social media?
89%
as ranked by retail CEOs
CUSTOMER LOYATY
39%
5.6
ONLINE CHANNEL GROWTH 5.2
PRODUCT DEVELOPMENT 5.2
MOBILE CHANNEL GROWTH 5.1
Predicted increase
in respondents’
EXPANSION (local/international) 5.0 online sales 2016 2015
international retail growth, with Asian markets perceived
OUR GLOBAL INDEX REVEALS
as relatively open and favouring the internationalisation
of retailing. This result mirrors those of the Global Retail
REGIONAL DIVIDE IN GROWTH
Index of the past four years.
Notable trends in 2016 include a higher positive
sentiment for future growth in North America, India, and
PROSPECTS FOR RETAILING
Iran. Conversely, Central and South America, Africa, and
Central and Eastern Europe had low expectations of
future growth.
Physical stores remain the most important sales
channel for retailers. This has been a consistent trend
seen since the inception of the Global Retail Sentiment
While global retail CEOs remained cautiously confident about the year ahead, Index. In-store kiosks remain the least important in
assisting consumers in their shopping, despite a large
Asian respondents foresee far brighter prospects in the East. number of retail brands investing in in-store kiosk
technology.
Around 60% of retailers predict store numbers will
increase at both local and international level in the next
The fifth edition of the World Retail Congress Global In all, 220 senior retail to increase in the next 12 months, which is a substantial 12 months. However, around 20% predict local store
Retail Sentiment Index has revealed a relatively stable executives responded to change in sentiment from 2015, when only 46% numbers will decrease, and around 24% predict that
outlook for the coming year, yet at the same time a clear the 2016 Global Retail expected growth in China. Expectations for India have BREXIT: WHAT THE physical store space will decrease, coinciding with the
shift has taken place in the markets best set for growth.
Produced with Australia’s Monash Business School
Sentiment Index; of which
59% were chairman, CEO,
also improved from 2015 (50% expected an increase) to
2016 (73% expecting an increase). RETAIL CEOs THINK shift in focus toward digital sales channels.
Respondents expect mobile e-commerce and
and ACRS, the report showed market optimism remains president, or managing Around 75% of retail leaders also expected retail sales With the UK set to go to the polls in an EU customer analytics capabilities to drive change in the
relatively stable across the globe, with a slight slip to director. The majority of increases in Central and Eastern Europe, Central and referendum next month, we asked the retail next 12-24 months, yet their enthusiasm for online did
0.9 in 2016 from 1.3 in 2015 [-5 = pessimistic, 0 = neutral, respondents were from South America and Western Europe, all improvements CEOs what they felt. When asked “Should not extend to social media which, as a communication
5 = optimistic]. However, respondents from Asia North America (43%), from 2015 expectations. the United Kingdom remain a member of the and revenue channel, is losing traction compared with
(excluding China) were far more optimistic about the Asia-Pacific (27%), Expectations for retail sales growth in the Middle East European Union”, 56% stated that the UK past years. The channel is generally seen as less effective
global retail market in the year ahead (2.7 in 2016, Western Europe (11%), (54%) and Africa (61%) were lowest. This represents a should remain in the EU, while 17% stated in terms of assisting consumers to shop.
up from 2.0 in 2015). Central and Eastern shift from 2015, when more retailers expected increases Britain should leave. Common responses “Now more than ever, it is critical for retail leaders to
Western Europe slipped from levels in 2015, when Europe (9%), while a in the Middle East (81%) and Africa (79%). from proponents of remaining in the EU stated understand, integrate and measure their business
the score was 1.1, to 0.7 in 2016. However, this remains quarter of all respondents Asia’s population mass and consumer affinity for that a move would be “too disruptive” and activities. Brands are under pressure to connect with
in line with results from 2014 and slightly up from were retailers with brands continues to drive global retail leader perceptions that the EU “facilitated a global economy”. customers in more efficient ways, and demonstrate
those in 2013. revenues in excess of for the region. Despite slightly lower sentiment than ROI,” said Monash associate professor, Sean Sands,
Most retail leaders (97%) expect China’s retail revenue US$1billion. 2015, Asian markets remain the key focus for managing director, ACRS.
04 / /05
DAY ONE PROGRAMME
DAY 1 WHERE WE ARE TODAY?
Tuesday, 12th April 2016. Registration opens 08:00
09:00-10:30 INTERNATIONAL DIRECTORS’ MEETING
John Scott | DIRECTOR OF INTERNATIONAL BUSINESS DEVELOPMENT | DEBENHAMS | Dr Ira Kalish | CHIEF GLOBAL
ECONOMIST | DELOITTE | Alex Cara | SENIOR VICE PRESIDENT FOR GROUP RETAIL | PANDORA | Bart Denolf | HEAD OF
FRANCHISE | SACOOR BROTHERS | Murjaan Ballroom
10:00-10:45 BREAKFAST BRIEFING: WINDOW ON THE WORLD: A GLOBAL TOUR OF THE WORLD’S MOST INNOVATIVE STORE DESIGN
John Ryan | STORES EDITOR | RETAIL WEEK Stream D Joharah Ballroom
10:30 INTRODUCTORY NETWORKING BRUNCH
WELCOME CEREMONY
12:00 INTRODUCTION AND WELCOME FROM THE CHAIR AND WORLD RETAIL CONGRESS
Ian McGarrigle | CHAIRMAN | Naga Munchetty | INTERNATIONAL BROADCASTER AND JOURNALIST
12:10 OPENING REMARKS His Excellency Mohammed Al Shehi | UNDERSECRETARY OF THE ECONOMY FOR
THE UAE MINISTRY OF ECONOMY
12:15 WELCOMING WORLD RETAIL CONGRESS TO DUBAI His Excellency Majid Saif Al Ghurair | CHAIRMAN | DUBAI CHAMBER
OF COMMERCE & INDUSTRY
12:20 WELCOME Alain Bejjani | CEO | MAJID AL FUTTAIM
12:25 INTERNATIONAL RETAILING TODAY – CHALLENGES AND OPPORTUNITIES Sir Ian Cheshire | CHAIRMAN | DEBENHAMS
12:30 THE FUTURE SHAPE OF RETAIL Stephen Sadove | FORMER CHAIRMAN & CEO | SAK’S
PLENARY
12:40 REINVENTING THE RETAIL EXPERIENCE: WHAT CAN THE INDUSTRY LEARN FROM THE DUBAI VISION?
Alain Bejjani | CEO | MAJID AL FUTTAIM
13:00 RETAIL IS DEAD. LONG LIVE RETAIL: WHAT IT MEANS TO STAY ALIVE AND THRIVE IN THE WAKE OF CONSTANT CHANGE
Arthur Martinez | CHAIRMAN | ABERCROMBIE & FITCH | Bernie Brookes | CEO | EDCON | Aarti Jagtiani | DIRECTOR |
LANDMARK GROUP | Neela Montgomery | CHAIRWOMAN | CRATE & BARREL | BOARD MEMBER - MULTICHANNEL |
OTTO GROUP | MODERATOR | Naga Munchetty | INTERNATIONAL BROADCASTER AND JOURNALIST
13:40 AFTERNOON REFRESHMENTS AND NETWORKING
14:40 THE GLOBAL RETAIL REPORT – ECONOMIC FLUCTUATIONS AND THEIR IMPACT ON THE RETAIL INDUSTRY
Dr Ira Kalish | CHIEF GLOBAL ECONOMIST | DELOITTE
15:10 TRANSFORMING LUXURY Thierry Andretta | CEO | MULBERRY Patrick Chalhoub | JOINT CEO | CHALHOUB GROUP |
Paolo de Cesare | CEO | PRINTEMPS MODERATOR | Daniel Piette | CHAIRMAN | LVMH INVESTMENT FUNDS
15:50 STORES STRIKE BACK – THE FUTURE OF RETAIL IN AN ALL-CHANNEL UNIVERSE Jerry Storch | GROUP CEO | HUDSON BAY
16:10 AFTERNOON REFRESHMENTS AND NETWORKING
16:30 PLACEMAKING AND INCLUSION: HOW RETAILERS AND DEVELOPERS CAN CREATE THE CITIES OF THE FUTURE
Ken Himmel | PRESIDENT & CEO | RELATED URBAN | Morty Singer | PRESIDENT & CEO | MARVIN TRAUB ASSOCIATES |
Naga Munchetty | INTERNATIONAL BROADCASTER AND JOURNALIST
17:00 BUILDING A DIGITAL GLOBAL BRAND FOR 2020 William Kim | CEO | ALLSAINTS
17:20 NETWORKING RECEPTION AND UK TRADE & INVESTMENT NETWORKING RECEPTION Madinat Arena Water Terrace
19:00 WORLD RETAIL CONGRESS VIP DINNER supported by IBM (invitation only) at Segreto, Madinat Jumeirah
/07
RETAIL INSIGHT
Strip Back to Basics REPORT QUESTIONS COMMEMORATING
Peeling off the first layer was a challenge. I felt so DNA FOR NEXT GEN 10 EDITIONS
OF THE CONGRESS
exposed, but in a good way. With every item I shed, RETAIL LEADERS
a core truth was being revealed. Did it feel natural? A new report has revealed a clear mismatch between
Not entirely. But what I soon discovered was a real the skills retail CEOs have and those that they need.
eye-opener. Not just to me, but to everyone. After I
A new report, The DNA of the Future A common theme from interviews
summoned the courage to strip right down, and we Retail CEO, has examined the skills of
current and next generation retail leaders
for the report was that the experience of
aspiring retail CEOs is still not broad
and questioned whether they have all the enough, meaning they may have problems
all took a good look, I felt renewed. Like the weight skills needed to drive retail forwards.
Commissioned by Green Park and the
acting as change agents for their
businesses. When global panel
World Retail Congress, the findings were respondents were asked whether retail
of history had been removed from my shoulders based on opinions and comments from CEOs in the future will need to have Ian McGarrigle,
CHAIRMAN | WORLD RETAIL CONGRESS
over 100 senior global retailers. worked across multiple disciplines, an
and my future path was clear. I had uncovered who
As part of this, the report identified overwhelming (88%) answered yes.
58 aspiring CEOs for 2020 who are More encouragingly, aspiring CEOs
currently sitting within large UK retailers have begun to find more ways to move
I truly was and laid bare my full potential. When (£1bn or more revenue). The percentage of
the selected aspiring CEOs who will come
themselves around, compared with the
incumbents. The number in the sample
Since its launch, the
World Retail Congress has
up through experience in store operations who have spent their careers within just
grown to become a powerful
it began, I was a business. When it was complete, will fall markedly to 21% (compared with
31% in the current UK CEO sample), with a
one business has fallen markedly to 17%
(compared with 30% of current UK CEOs). meeting place for the global
broader range of skills sets coming Aspiring CEOs are also more likely to have retail industry. At a time
I was a business reinvented. through. However, only 7% of the aspiring picked up experience outside retail of unprecedented change,
CEOs can claim a predominantly digital –52% have done so, compared with there has never been a
background. 34% of the current CEO sample. greater need for retail
leaders to come together to
Don’t miss this revealing presentation. help discuss and shape the
future of our industry.
We are pleased that you
13.04.16, The Plenary. THE GLOBAL ECONOMY AND RETAIL could join us to be part of
those discussions, make
The world’s major retail markets face
a mixed outlook in 2016, amid new contacts and above
persistent economic challenges, all be inspired by the
Deloitte’s chief global economist, outstanding line-up
Ira Kalish, will tell delegates in a of speakers.
scene-setting session at 14.40 today.
Ian McGarrigle,
Kalish believes that the US looks CHAIRMAN | WORLD RETAIL CONGRESS
relatively strong, with the prospect
of continued growth, while Europe
will see modest growth with the
short-term possibility of acceleration
but longer term risks.
By contrast, China is likely to
experience ongoing weakness and “The big issues across global
continued restructuring towards markets are persistent low inflation,
more consumer orientation. The high level of debt in emerging
stronger economies in the world markets and the slow growth of
include India, the US, Spain, productivity in the developed world,”
Argentina and the Philippines. he said.
/09
DAY TWO PROGRAMME DAY TWO PROGRAMME
DAY 2 CONSUMER EXPERIENCE STREAM A STREAM B STREAM C STREAM D
AND HOW TO ENGAGE
PLENARY ROOM – INTERNATIONAL CONSUMER INNOVATION
CUSTOMER EXPERIENCE EXPANSION/MOBILE ENGAGEMENT & DISRUPTION
Wednesday, 13th April 2016 14:10 IT’S NOT ABOUT US, IT’S ALL INCREASING SUCCESS ENGAGING YOUR CUSTOMER: HOW DO YOU NURTURE YOUR
ABOUT THEM: WINNERS ARE THROUGH INTERNATIONAL THE POWER OF CONTENT RISING STARS? LEADERSHIP
CUSTOMER OBSESSED BRAND BUILDING MARKETING IN THE AGE OF MILLENIAL
Brad Davis | EXECUTIVE VICE Mark Lack | CEO | Rob Mosley | CO-FOUNDER EMPLOYEES
PRESIDENT, CHIEF MARKETING RETAIL ARABIA | Norman & CREATIVE DIRECTOR | David Munczinski |
OFFICER | OPUS BANK Jaskolka | PRESIDENT, NONSENSE FOUNDER & CEO | BRICKWORK
07:45 REGISTRATION FOR BREAKFAST BRIEFINGS John Gillam | INTERNATIONAL | ALDO MODERATOR | SOFTWARE | Rachel
MANAGING DIRECTOR, Vi Patel | CHIEF OPERATING Sean Pillot de Chenecey | Lim | CO-FOUNDER & CEO
07:45-08:45 ACCESSING THE MIDDLE EASTERN RETAIL MARKET – THE OPPORTUNITIES AND CHALLENGES FOR INTERNATIONAL RETAILERS HOME IMPROVEMENT OFFICER | HUNKEMÖLLER FOUNDER | BRAND POSITIVE | LOVE, BONITO | Elma
Breakfast Briefing Supported by UKTI | Denis Davies | DEPUTY HEAD, RETAIL & LUXURY | UKTI | Matthew Dadd | PARTNER | AND OFFICE SUPPLIES | Tobias Wasmuht | O’Reilly | GLOBAL HUMAN
KNIGHT FRANK | Ben Constance | PARTNER | TAYLOR WESSING | MODERATOR | Tamreez Inam | RETAIL TRADE MANAGER | WESFARMERS MANAGING DIRECTOR | SPAR RESOURCES DIRECTOR |
BRITISH CENTRES FOR BUSINESS (UAE) | Michelle Field | TRADE ADVISER | UKTI | Stream C Joharah Ballroom MODERATOR | Martin Butler, INTERNATIONAL MODERATOR ALLSAINTS | MODERATOR |
RETAIL AUTHOR & LECTURER | Alex Cara | SENIOR VICE Kasey Lobaugh | HEAD OF
07:45-08:45 INSPIRING RETAIL: BUSINESS AS UNUSUAL Breakfast Briefing Supported by RETAILNEXT | Alexei Agratchev | CEO AND PRESIDENT FOR GROUP RETAIL INNOVATION | DELOITTE
CO-FOUNDER | RETAILNEXT | Stream B Joharah Ballroom | PANDORA
14:50 SHOPPING TOURISM: PUTTING MOBILE AT OMNICHANNEL AND THE FUTURE RETAIL CHALLENGE
PLENARY
THE HIGH-FLYING CONSUMER THE HEART OF RETAIL’S RETAIL ANALYTICS TEAMS INCLUDE | Fashion
09:00 DECADES OF CHANGE: LEARNING FROM RETAIL’S GREATS AND THE SECRET TO SERVING CUSTOMER REVOLUTION REVOLUTION: Institute of Technology |
Solomon Lew | CHAIRMAN | PREMIER INVESTMENTS | B.S. Nagesh | VICE CHAIRMAN | SHOPPERS STOP | TRRAIN | THE WORLD’S NEW TOURISTS Tarek El Goweiny | THE NEW HORIZON FOR NEW YORK | Fashion Retail
Richard Simonin | CHAIRMAN & CEO | GROUP VIVARTE | MODERATOR | Sir Ian Cheshire | CHAIRMAN | DEBENHAMS Jerome Griffith | GROUP CEO | SOUQ PLANET CUSTOMER ENGAGEMENT Academy | LONDON
PRESIDENT & CEO | TUMI (NCC GROUP) | Rasool Hujair Channie Mize | GLOBAL Hong Kong Polytechnic
09:40 IN CONVERSATION WITH TOMMY HILFIGER Eraldo Polletto | CEO | | CEO | MAJID AL FUTTAIM SECTOR GENERAL MANAGER, University | University
INTRODUCED BY | Nilesh Ved | FOUNDER & CHAIRMAN | APPAREL GROUP | HOSTED BY | Gilbert Harrison | FOUNDER & FURLA | Rajiv Suri | CEO | FINANCE | Ken Seiff | RETAIL | PERISCOPE™, of Ancona | Faculty of
CHAIRMAN | FINANCO MAJID AL FUTTAIM FASHION MANAGING PARTNER | A McKINSEY SOLUTION Economics from the
Michael Schmidt | BEANSTALK VENTURES Ronaldo Mouchawar | CEO University of Porto
10:10 IGNITING A SPARK: DRIVING ENGAGEMENT AND LOYALTY IN TODAY’S CUSTOMER VICE PRESIDENT – RETAIL SALES MODERATOR | Ravi | SOUQ.COM | Steve Sadove JUDGED BY | Patrick Chalhoub
Patrick Bousquet-Chavanne | EXECUTIVE DIRECTOR, MARKETING & INTERNATIONAL | MARKS & SPENCER & MERCHANDISING | Kanniganti | GLOBAL | FORMER CHAIRMAN & CEO | | JOINT CEO | CHALHOUB
DUBAI DUTY FREE | PRACTICE LEADER RETAIL SAK’S GROUP | Bernie Brookes |
10:30 MORNING REFRESHMENTS AND NETWORKING MODERATOR | Sylvie Freund VERTICAL | ZEBRA CEO | EDCON GROUP
Pickavance | GROUP TECHNOLOGIES Andrea Weiss | BOARD
11:00 CREATING THE ULTIMATE RETAIL DESTINATION – DELIGHTING YOUR CUSTOMER AT EVERY TOUCH POINT STRATEGY AND BUSINESS MEMBER | GRUPO CORTEFIEL,
Meg Crofton | FORMER PRESIDENT OF WALT DISNEY PARKS AND RESORTS | DISNEY | Amin El-Maghraby | GROUP CEO | DEVELOPMENT DIRECTOR | FOUNDER | THE O ALLIANCE
MAGRABI | Nisreen Shocair | PRESIDENT | VIRGIN MEGASTORES MIDDLE EAST & NORTH AFRICA | Jonathan Lawlor | VALUE RETAIL Caroline Davidson |
MARKETING DIRECTOR MENA | COCA-COLA | MODERATOR | Nadia Shouraboura | FOUNDER & CEO | HOINTER EXECUTIVE DIRECTOR |
BEANSTALK LABS
11:40 WORLD CLASS TRANSFORMATION: THE JOURNEY TO THE RETAIL OF TOMORROW
Lee Gill | GLOBAL VICE PRESIDENT, RETAIL | JDA | Govind Shrikhande | MANAGING DIRECTOR | SHOPPERS STOP 15:30-16:00 AFTERNOON REFRESHMENTS AND NETWORKING
Sarah Davis | CHIEF ADMINISTRATION OFFICER | LOBLAWS | Neela Montgomery | CHAIRWOMAN | CRATE & BARREL |
BOARD MEMBER - MULTICHANNEL | OTTO GROUP | MODERATOR | Naga Munchetty | INTERNATIONAL BROADCASTER AND
JOURNALIST
PLENARY
16:00 STRIPPING BACK TO BASICS: HOW TO BECOME A REINVENTIONIST
12:20 SOCIAL COMMERCE: THE TRENDING CURRENCY Joe Jackman | CEO | JACKMAN REINVENTS Arthur Martinez, CHAIRMAN | ABERCROMBIE & FITCH | Sergio Herz | CEO |
Paul Delaoutre | PRESIDENT OF RETAIL | AL FUTTAIM LIVRARIA CULTURA MODERATOR | Joe Jackman | CEO | JACKMAN REINVENTS
12:40 – 14:10 NETWORKING LUNCH HALL OF FAME LUNCH (BY INVITATION ONLY) 16:30 SAVVY SOCIAL SHOPPERS: EXPLORING THE CONNECTED CONSUMER IN 2016
Recognising the lifetime achievements of the true legends of the retail world, those long-serving pioneers David Caygill | CO-FOUNDER | IRIS WORLDWIDE
who have founded and led modern retailing’s greatest companies and brands. Murjaan Ballroom
16:50 THE SCENT OF SUCCESS: BUILDING BRANDS FROM SCRATCH Jo Malone | FOUNDER | JO MALONE LONDON, JO LOVES
12:40 – 13:50 THE CHANGING ROLE OF THE SHOPPING CENTRE: THE POWER OF F&B
Lunch supported by CBRE | Katie Fielder | PRESENTER & PRODUCER | DUBAI ONE | Nick Maclean | MANAGING DIRECTOR | 17:10 END OF DAY TWO
CBRE MIDDLE EAST | Ahmed Galal Ismail | CEO | MAJID AL FUTTAIM VENTURES | Mohammed Alshaiba Almazrouei | DIRECTOR,
AL HAIL HOLDING | Erik Volkers | ASSOCIATE DIRECTOR | CBRE MIDDLE EAST | Sergio Lopez | CO-FOUNDER | BULL & ROO | 18:00 INTERNATIONAL WOMEN IN RETAIL NETWORKING EVENT
Stream D Joharah Ballroom Meg Crofton | FORMER PRESIDENT OF WALT DISNEY PARKS AND RESORTS | DISNEY | Venue: BLOOMINGDALE’S DUBAI MALL
19:00 NETWORKING RECEPTION HOSTED BY MAJID AL FUTTAIM (Invitation-only) Noir, Kempinski Hotel
10 / /11
WORLD RETAIL CONGRESS KEY
FLOOR PLAN Entrance &
2
3
6
WRC Partners' Stand
WRC Sales Stand
Al Maryah Central and Hudson Yards
Mina A'Salam Hotel 8 Majid Al Futtaim
Registration 10
12
Deloitte
SES-imagotag
18 Global Rich Business Management
20 China Chainstore & Franchise Association
22 Magrabi
24 Gibam
26 Periscope™, a McKinsey Solution
To 27 Planet Retail
Fo
CE
r 28 WRC Organiser’s Office
AN
tI
sla
TR
30 Manhattan Associates
nd
EN
32 Sonata Software
38 UKTI
Boat Station 42 Savant Data System LLC
44 InMoment
Staircase 51 Intelligence Node
54 Symphony EYC
56 RetailNext
e
58 Ergonomic Solutions
ng
lle
Water Terrace 71 Engage Works
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NO ACCESS
il C
ta
TO CONGRESS Fountain
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FROM THIS
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MAJLIS
tu
Fu
ENTRANCE WC 2
Reception
6 8 10 12
& RE A
PRE-FUNCTION B ENTRANCE ENTRANCE
3 AW A RY
Elevator
Bar
JOHARAH BALLROOM - Catering, Exhibition & Streams Escalator
AR M A ,
UPSTAIRS
DS
SPEAKERS 18 24 26 30
Elevator
PRE-FUNCTION C
MURJAAN BALLROOM LOUNGE
32
TO PRIVATE Staircase
MEETING
20 22 28 27
MEETING ROOMS ROOMS
Service Area
42 44
FOR DELOITTE, 38
52 51
MAJID AL FUTTAIM STREAM B
54 56
71
& MAGRABI
INNOVATION LAB
LEADERSHIP
PROGRAMME 58
Bar & HOF
STREAM D STREAM C
MAJLIS PRAYER PRAYER
WC ROOM ROOM
DAY THREE PROGRAMME DAY THREE PROGRAMME
DAY 3 SERVING TOMORROW’S 12:15 SUSTAINABILITY: CREATING A
RETAIL MODEL FOR THE FUTURE
CONSUMERS OR BRANDS –
WHO’S DRIVING THE VALUE
ATTRACTING CUSTOMERS
THROUGH INNOVATION IN
RETAIL, TECHNOLOGY AND
SHOPPING: INSIDE THE
CONSUMER
Adam Elman | GLOBAL HEAD EXCHANGE? PRODUCT DEVELOPMENT MILLENNIAL MIND
OF PLAN A & SUSTAINABILITY | Paul Lacey | MD MIDDLE EAST, Matteo Alessi | CHIEF Abdallah Absi | CEO |
MARKS & SPENCER | Massimo AIMIA | MODERATOR | Martin COMMERCIAL OFFICER | ALESSI ZOOMAAL | Caroline
Mercati | CEO | GRUPPO Newman | NON-EXECUTIVE Markus Naewi | GLOBAL Davidson | EXECUTIVE
Thursday, 14th April 2016 ABOCA | Paula Zusi | GLOBAL DIRECTOR | WHITE STUFF & RETAIL OPERATIONS DIRECTOR | DIRECTOR | BEANSTALK LABS
OPERATIONS ADVISOR, RETAIL CONVIVIALITY | Ahmed Bin VICTORINOX AG Jihad Kawas | CEO | SAILY
SUPPLY CHAIN | LULULEMON Dawood | CEO | DANUBE MODERATOR | Suzie Wokabi | Rachel Lim | CO-FOUNDER,
ATHLETICA/ADVENT GROCERY FOUNDER & CEO | SUZIEBEAUTY LOVE, BONITO | MODERATOR
INTERNATIONAL | Sean Pillot de Chenecey |
FOUNDER | BRAND POSITIVE
07:45 – 08:45 THE CUSTOMER EXPERIENCE WORKSHOP: HOW TO CREATE REAL RETAIL ATTRACTIONS FOR THE MODERN CUSTOMER
Holger Blecker | CHIEF MERCHANDISE OFFICER & MEMBER OF THE EXECUTIVE BOARD | BREUNINGER GROUP | Nisreen 12:55 TOMORROW’S RETAIL LEADER: FUSING ONLINE AND OFFLINE THE INNOVATION PITCH OFF PURPOSE DRIVEN
Shocair | PRESIDENT | VIRGIN MEGASTORES MIDDLE EAST & NORTH AFRICA | Ralph Edele | COUNTRY MANAGER GERMANY UNDERSTANDING THE DNA OF RETAIL: ANALYTICS THAT JUDGES | Daniel Bobroff TRANSFORMATION:
| AESOP | MODERATOR | Dr Marc Schumacher | MANAGING DIRECTOR | LIGANOVA | Stream B GLOBAL RETAIL LEADERS DRIVE THE UNION OF CLICKS | CEO | FASHIONTECH UNLOCKING AUTHENTICITY
Andrea Weiss | BOARD AND BRICKS VENTURES | Sarah Jones AND PURPOSE IN YOUR BRAND
PLENARY MEMBER | GRUPO CORTEFIEL | Mederic Payne | CEO | | FOUNDER & CEO | MINI Benny Higgins | GROUP
FOUNDER | THE O ALLIANCE HOME CENTRE | LANDMARK EXCHANGE | Ken Seiff STRATEGY DIRECTOR | TESCO,
09:00 SHIFTING WITH SHOPPERS: WHAT WILL IT TAKE? Paul Charron | CHAIRMAN GROUP | Amit Keswani | | MANAGING PARTNER | CEO | TESCO BANK | Per Bank
Eric Tholomé | PRODUCT MANAGEMENT DIRECTOR | GOOGLE | AMERICAN APPAREL | VP E-COMMERCE | MITRA BEANSTALK VENTURES | | CEO | DANSK SUPERMARKED
Liz Evans | CEO | OASIS ADIPERKASA (MAP) | Isabelle Kenyon | ASSOCIATE GROUP | Vishak Kumar |
09:25 THE FUTURE IS HERE – IT’S GLOBAL, IT’S COMPLEX & WAREHOUSE | Steve Kapil Bhatia | HEAD OF | BURCH CAPITAL CEO | ADITYA BIRLA RETAIL |
Spencer Fung | GROUP CEO | LI & FUNG Baggi | CEO | GREEN PARK FASHION | ASKMEBAZAAR MODERATOR | Rune Jacobsen
| MODERATOR | Andrew | MODERATOR | Sanjeev | SENIOR PARTNER AND
09:45 THE NEXT RETAIL REVOLUTION: THE 5 TECHNOLOGY CHANGES THAT WILL RE-SHAPE THE CUSTOMER AND STORE EXPERIENCE Jennings | CHAIRMAN | HEMA Sularia | CEO & CO-FOUNDER MANAGING DIRECTOR | GLOBAL
Ken Seiff | MANAGING PARTNER | BEANSTALK VENTURES | INTELLIGENCENODE LEADER – RETAIL PRACTICE |
David Munczinski | FOUNDER & CEO | BRICKWORK SOFTWARE BOSTON CONSULTING GROUP
Jorder Leiser, CO-FOUNDER AND CEO | STELLASERVICE
MODERATOR | Caroline Davidson | EXECUTIVE DIRECTOR | BEANSTALK LABS 13:35 – 14:45 NETWORKING LUNCH
10:25 BANKING ON INNOVATION: HOW FINANCIAL SERVICES IS REVOLUTIONISING THE CUSTOMER JOURNEY 13:35 – 14:45 EXPERIMENT, ENGAGE & INNOVATE:
Benny Higgins | GROUP STRATEGY DIRECTOR | TESCO | CEO | TESCO BANK UNDERSTANDING CONSUMER BEHAVIOR THROUGH EXPERIMENTATION TO SHAPE THE FUTURE OF RETAIL
(invitation-only) Lunch supported by IBM | Dr. Victor Fung | GROUP CHAIRMAN | FUNG GROUP | HONORARY CHAIRMAN |
10:55 MORNING REFRESHMENTS AND NETWORKING LI & FUNG LIMITED | Stephen Laughlin | GENERAL MANAGER | IBM CONSUMER INDUSTRY | Murjaan Ballroom
PLENARY
STREAM A STREAM B STREAM C STREAM D
PLENARY ROOM NEW MODELS & INNOVATION & RETAIL 14:45 THE CHINA UPDATE
MARKETS DISRUPTION TRANSFORMATION Dr Pei Liang | SECRETARY GENERAL | CHINA CHAIN STORE & FRANCHISE ASSOCIATION | Victor Chi | FOUNDER & CEO |
GLOBAL RICH | Yan Zhang | CO-FOUNDER & CEO | YETANG | Ming Jin | CHAIRMAN & CEO | KORADIOR HOLDINGS LIMITED |
MODERATOR | Dr Victor Fung | Chairman | LI & FUNG
11:35 THE GREAT DEBATE: INVESTMENT OPPORTUNITIES CREATING INTERNAL TEAMS RETAIL TRANSFORMATION –
PUREPLAY VERSUS BRICKS & IN NEW AND SHIFTING AND CULTURES THAT DRIVE CHANGING SPACE INTO AN 15:25 WHERE TO INVEST: SECURING YOUR RETAIL SUCCESS
MORTAR – WHO SERVES MARKETS COMPANY INNOVATION EXPERIENCE Ed Boyce | MANAGING DIRECTOR – INVESTMENT BANKING | NOMURA INTERNATIONAL | Isabelle Kenyon | ASSOCIATE |
CUSTOMERS BETTER? Boris Planer | Simon Haskell | VP GLOBAL BURCH CAPITAL | MODERATOR | Daniel Piette | CHAIRMAN | LVMH INVESTMENT FUNDS
Stefan Siegel | FOUNDER & CHIEF ECONOMIST | PLANET Antonia Jermendy | DTC MERCHANDISING | LEVI’S
CEO | NOT JUST A LABEL RETAIL | Lucy Wu | VICE HEAD OF INNOVATION & TEST | Nicole Srock Stanley | 16:00 DOING BUSINESS DIFFERENTLY: CHANGING RETAIL MODELS TO GROW WITH YOUR CONSUMER
Dr Eyad Alkassar | MD PRESIDENT | CHINA CHAIN SWAROVSKI CREATIVE DIRECTOR | Tamer Markary | CHIEF DEVELOPMENT OFFICER | MAGRABI | Maxine Bédat | CO-FOUNDER & CEO | ZADY |
– MIDDLE EAST | ROCKET STORE & FRANCHISE MODERATOR: Ed Gribbin | BIKINI BERLIN | MODERATOR | Martin Newman | NON-EXECUTIVE DIRECTOR | WHITE STUFF & CONVIVIALITY
INTERNET GROUP ASSOCIATION | Cui Yixiong PRESIDENT | ALVANON Paul McGowan, CHAIRMAN,
Xavier Vidal | CEO | TIGER | GENERAL MANAGER | HMV | 16:40 KEYNOTE
MODERATOR | Michael CITY SHOP | Sami Kariyo MODERATOR | Naga
Poynor | FOUNDER | CEO | PENTI, CHAIRMAN Munchetty | INTERNATIONAL 17:00 END OF CONGRESS
& MANAGING DIRECTOR | | BIRLEŞMIŞ Markalar BROADCASTER AND JOURNALIST
RETAIL EXPERTISE | SENIOR Derneği’nin | UNITED 19:00 AWARDS DRINKS RECEPTION Madinat Arena Water Terrace
ADVISOR | NOMURA BRANDS ASSOCIATION – BMD
INTERNATIONAL 20.00 CONGRESS CLOSING GALA AND WORLD RETAIL AWARDS
22:30-24:00 AWARDS AFTER-PARTY Madinat Arena Water Terrace
14 / /15
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SAVE THE DATE
12-13 OCTOBER 2016
demand Retail Congress Asia Pacific will take place in vibrant Kuala
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enhancing the customer experience, how to profitably deliver an REGISTER YOUR INTEREST AT:
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omnichannel strategy and more.
SECURE YOUR SPOT
FOR AFRICA 2016
The 4th annual Retail Congress Africa will return to Cape Town
from 1-2 November, 2016. Join industry leaders to get access to the FIND OUT MORE AT:
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PART OF THE BROUGHT
Visit ibm.com/retail TO YOU BY
Christmas Customer Pulse 2016
2016 INDUCTEES
27% European online shoppers
experienced problems with their
order fulfillment during HALL OF FAME
Christmas 2015
The World Retail Congress congratulates this year’s inductees who will
take their place alongside the greats of modern retailing.
According to figures from the Centre of Retail Research, online retail is set to account for 21.5%
of total retail sales by 2018.
Online retail continues to grow in importance From our experience, we know that the
around Christmas, with increasing numbers of increasing complexity of fulfillment is a
European shoppers going online to purchase challenge for retailers; however, it is clear that
Problems experienced by
their festive shopping. customers have no reservations about taking online European
their business elsewhere if they are not satis- Christmas shoppers
fied with the service they receive.
% of customers who have
carried out at least half of their Tolerance of a poor online shopping experi- Late deliveries Missed deliveries
ence is far lower at Christmas than at other
shopping online
Long
Long waiting
waiting duedue
times
times of in-store
a lack
to atolack staff
staff
of in-store
times of the year. 46% 41%
goods
or source
or source in store
in store
goods
Damaged goods Incorrect goods
Staff
Staff were
were to /totake
unable
unable a long
/ take time
a long to locate
to locate
time
20% 14% Tommy Hilfiger Jo Malone Solomon Lew
purchases
purchases 74% of European FOUNDER AND PRINCIPAL DESIGNER | FOUNDER | JO MALONE LONDON, CHAIRMAN | PREMIER INVESTMENTS
UK: 50%
dedicated
dedicated
NoNo area
area in store
in store ‘Click
forfor
DE: 44% SE: 33%
& Collect’
& Collect’
‘Click
consumers would switch TOMMY HILFIGER JO LOVES LIMITED
thethe
placed
placed order
order retailer as a result of a
For 30 years, Tommy Hilfiger has Jo Malone has been described Solomon Lew is one of the
item(s)
item(s) were
were longer
no no available,
longer butbut
available, only
only I I
after
after poor experience
Retailers today must manage this shift online
Retailer
Retailer notified
notified before
meme collection
before that
collection mymy
that brought classic, cool, American as an English ‘scent maverick’ biggest names in retail across
with care to ensure both the online and in- apparel to consumers around the and the woman responsible for Australasia with more than
world. Under Hilfiger’s guidance, creating some of the world’s 50 years’ experience. He is
I had
so so to collect
I had them
them
to collect from
from alternative
an an store
store
alternative
store experiences meet customer expectations
74%
Item(s)
Item(s) were
were of stock
of stock
outout preferred
at my
at my store,
store,
preferred
The financial implications of correcting these vision and leadership as most-loved fragrances. Originally now the Chairman of Premier
over the last 12 months.
during this critical trading period.
a number of shoppers.
or source
or source goods
goods internal
internal
on on systems
systems issues and processing the returned items/re- Principal Designer, The Tommy discovering an instinctual talent Investments Limited; Just
Would Switch placements are huge. Addressing these issues
Although ‘Click & Collect’ has yet to become
were
Staff
Staff unable
were / take
to /totake
unable a long
a long to locate
to locate
time
time
Retailer Hilfiger Group has become one for creating scented products Group Limited; and Executive
mainstream in Germany and Sweden, we ex- should be a priority for retailers. of very few globally recognised in her kitchen, Jo launched her Chairman of the Century Plaza
pect ‘Click & Collect’ adoption to grow quickly designer brands offering a wide first brand, Jo Malone London Group of Companies. Prior to that
throughout Europe to become an important Expectations are rising and tolerance for poor
range of American-inspired in 1994, which quickly gained he was Chairman, Director and
feature of the market, as we have seen happen performance is decreasing. As such, retailers
must ensure that they have the capability and apparel and accessories. cult status around the world. major shareholder of the Coles
in the UK.
flexibility built into their supply chains to meet Hilfiger introduced his first In 1999, Jo sold the business to Myer Group, which was then
item(s) were no longer available, but only after I
Staff were unable to / take a long time to locate
Item(s) were out of stock at my preferred store,
so I had to collect them from an alternative store
Retailer notified me before collection that my
or source goods on internal systems
Staff were unable to / take a long time to locate
No dedicated area in store for ‘Click & Collect’
Long waiting times due to a lack of in-store staff
placed the order
purchases
or source goods in store
customers’ expectations. To carry out online signature collection in 1985 Estee Lauder Companies and the largest retail conglomerate
23% of European Christmas fulfillment profitably, retailers must think hard by modernising button-down remained Creative Director until in Australia with more than
shoppers plan to use ‘Click & about the configuration of their supply chain shirts, chinos, and other time- she left in 2006. In November 160,000 employees and sales
and will need to become much smarter about honoured classics with updated 2011, five years after leaving the of AUD$45 billion. Premier
Collect’ services more in 2016
The importance of excellent service, together how they use their key assets of staff, stores fits and details. The business has Jo Malone brand, she launched is a listed company on the
a numbe
a nu with good value and flexibility in delivery and inventory to fulfill customer requests in an grown from a single menswear her new brand Jo Loves, to Australian Securities Exchange
options, cannot be underestimated. The intelligent way. The journey will be a difficult collection in 1985 to a global global anticipation and in and includes amongst its
23% Christmas Customer Pulse report indicates
that customers are demanding even greater
one, requiring a much more sophisticated
and complex operation supported by robust
planning and intelligent fulfillment execution.
lifestyle brand achieving over
US $6.7 billion in retail sales in
2013 opened the first store in
London’s Belgravia. Bottling
investments full ownership of
Just Group, a specialty retailer
flexibility and convenience when it comes to 2014. There are more than 1,400 her undeniable desire to create with seven brands and more than
the delivery of orders, yet almost one third of This will be the key battleground for retailers
globally in the next five years. Tommy Hilfiger stores in over beautiful and unexpected 1000 stores in Australia, New
online shoppers experienced problems with
115 countries on five continents. fragrances, pioneering new Zealand, the United Kingdom,
their order fulfillment.
products and entertaining Singapore, Hong Kong (2016) and
the
overover experiences, Jo Loves embodies Malaysia (2016).
luxury, creativity and innovation.
To download your copy of the Christmas Customer Pulse
Report please visit jda.com/cprwrc2016
All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 6,082 adults from UK, Germany and Sweden. Fieldwork was undertaken between 29th Dec
2015 and 3rd Jan 2016. The surveys were carried out online. The figures have been weighted and are representative of UK, German and Swedish adults (aged 18+).
/19RETAIL INSIGHT FAQs
UNDERSTANDING GLOBAL FUTURE
YOUR CUSTOMER IS VITAL FOR
RETAIL BRANDS
THE KEY TO SUCCESS Building a Global Brand for 2020 will be
the topic addressed by William Kim, CEO
Solomon Lew sat down with World Retail Congress to of fashion retailer AllSaints in his session
at 4.40pm today. Kim has been engaged
share his views on leadership, consumers and the future. in building the international profile of the
British brand through a creative, digitally
focused strategy since joining a little over
three years ago.
Solomon Lew, a career retail leader best “We have matured as a business and
known for his time at the helm of Coles become global in sight,” Kim, a former
Myer, is one of three inductees to the Burberry executive, told Drapers late
World Retail Hall of Fame 2016, along with last year.
Jo Malone and Tommy Hilfiger. The 10th With stints at Gucci, Stella McCartney
edition of the Hall of Fame is also being and Alexander McQueen, financial and
marked with a special Souvenir digital expert Kim was tasked with
publication, which looks at the evolving rebuilding the business on a digital
shape of the sector and considers the infrastructure and positioning it on an
attributes which mark out the most international stage by private equity
influential figures in retail’s history. owner Lion Capital in 2012.
Kim believes a successful retailer model
is based on a diversified portfolio. “A lot of
Q. WHAT ARE THE COMMON brands do well in one market and appeal
LEADERSHIP QUALITIES YOU HAVE to one subset of society, but that’s a
TAKEN ACROSS YOUR RETAIL connected to their stores, customers and dangerous business model because we
BUSINESSES? staff. Staff are also very motivated when know what can happen if that market
A. In retail it is all about the customer. The they know that the management chain is struggles,” he said.
business proposition for retail is simple - both visible and has delivered product that Kim worked across Asia, Europe and the
to offer the customer a product they want, they know their customers want and a Americas for Burberry, before taking over
at the time they want it, and at a price store ambience consistent with the at AllSaints. He also spent seven years
they are prepared to pay. Sounds simple, essence of the brand. Staff training and with the Gucci Group in various
but in reality it is very difficult to achieve recognition must also underscore the international markets across brands
and to continue to do so. The art of retail is uniqueness of retail - it is a very special including Stella McCartney and Alexander
not only to understand that it is all about industry and the people that understand McQueen.
the customer but to truly understand who this thrive.
your customer is. Then put in place a
business culture and set of varied
specialist skills which can successfully Q. IS THE ROLE OF LEADERSHIP/
execute at every stage of the process. The MANAGEMENT CHANGING AND ARE
real test for retail leadership is to deliver NEW QUALITIES NEEDED?
results that are acceptable and to A. I always had an entrepreneurial
outperform our competitors, mind-set and worked in retail after school
notwithstanding the external and in the school holidays. I opened
environment, not simply in good times. my first apparel business on my
18th birthday. And as they say, the rest is
history. Workplaces are changing rapidly
Q. AND HOW DOES A LEADER BEST thanks to the impact of technology on
COMMUNICATE THE BRAND TO THE both our workplace practices and our
STAFF, SO THAT THEY REFLECT THIS lifestyles. But while the way we work and
TO THE CONSUMER? interact with our colleagues and our
A. By example. I am a great believer in the customers has evolved, ultimately the A lot of brands do well
qualification of ‘MBWA’, Management by principles of leadership remain the same. in one market and appeal
Walking Around. I have always been a The role of leadership will always be to
physical presence in stores and define the vision and set the direction. It
to one subset of society,
warehouses in any retail business I have a will always be to communicate that vision but that’s a dangerous
role in, at different times of the day and in and to inspire action. It will always be to business model.
any location I can get to. It sets a culture support the company, the brand and the William Kim,
for management to be hands on and team to stretch and grow. CEO | ALLSAINTS
020 / /21SPONSORS & PARTNERS
Global Powers of THANKS TO OUR
Retailing 2016 SPONSORS & PARTNERS
Navigating the
new digital divide IN PARTNERSHIP WITH
This report analyses the performance of the
250 largest retailers around the world based
on publicly available data.
Please visit www.deloitte.com/globalpowersretailing
to download the report
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/23WORLD RETAIL
CONGRESS
RETURNS TO DUBAI
APRIL 2017
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