Multi Channel Retailing Theatre – 2 days of the very best retailer only case study material – this will offer a series of high level presentations by leading retailers and consultants over the two days.
Key business topics to be covered will include :
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Sponsored by:
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Day 1
Multi Channel Retailing Theatre in association with K3
Conference Chair - Penelope Ody |
10.30 -
11.00 |
What’s in store for the Future store?
Retail is a shop window of future ideas for how we will be shopping in the future. With increasing pressure from online sales, stores have to create an enjoyable and cost-effective retail experience that shoppers cannot replicate on line. Delegates will receive a first hand view of some blue-sky thinking from Chris Field, former editor of Retail Technology who looks at what is on offer now and what's likely to be around the corner for the 21st century shopper.
Chris Field, Managing Director, Field Works |
11.00 -
11.30 |
How Richer Sounds achieves shrinkage 9 times below the retail norm.
In 2002, Paul ‘Stalkie’ Stalker’s first contract trading as The Paul Stalker Effect was with Richer Sounds. It was working with Julian Richer - founder and Chief Executive of Richer Sounds - that Stalkie learnt how the company consistently maintains its shrinkage at such low levels. The 2007 figures reveal shrinkage running at 0.18%.
Julian has a set of criteria he believes absolutely essential when running a successful business (that includes low shrinkage) outlined in his book The Richer Way. Stalkie is now the only authorized practitioner of The Richer Way in the United Kingdom and has been coaching companies in these principles, amongst others, for the last 5 years.
With average shrinkage in the retail industry running at 1.6%, translating to 17.8% loss in profit*, Richer Sounds is not the norm. Stalkie is joined on stage by Neville Hart, Country Operations Manager for Richer Sounds. Their discourse will shed the light on areas that MUST be focused on if shrinkage is to remain low and profits high!
*British Retail Consortium Retail Crime Costs Survey and the National Survey of Retail Theft and Security
Paul ‘Stalkie’ Stalker, The Paul Stalker Effect and Neville Hart, Country Operations Manager, Richer Sounds
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11.30 -
12.00 |
In your Dreams – How integration technology is waking up the retail world
Lee Felton, IT Director at bedding and furniture giant Dreams and Gene Reynolds, convergence integration consultant at CC provide a case study of convergence technology at work in the retail environment.
Lee Felton, IT Director at Dreams and Gene Reynolds, Convergence Integration Consultant at CC |
12.00 -
12.30 |
Good Vibrations – the story of Jacqueline Gold, the woman behind Ann Summers
Jacqueline Gold is the CEO of Ann Summers and Knickerbox and was voted the most powerful woman in retail by Retail Week as well as becoming the most inspirational woman in business, according to a survey conducted by Barclays Bank. Jacqueline is here presenting the human story behind the iconic Ann Summers brand and how, according to OK Magazine, she brought sex to the High Street and liberated thousands of women between the sheets.
Jacqueline Gold, CEO Ann Summers
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12.30 |
Lunch |
13.00 - 13.30 |
Steven Hampson from K3 who will be showcasing K3's integrated multi-channel retail concept.
The successful high street retailer has an enviable opportunity to engage with their customers through new channels and can improve the frequency and monetary value of each customer contact in a way that enhances their brand reputation. K3 will be presenting on their multi-channel retail solution, demonstrating how integrating call-centre, on-line and in-store solutions through a common platform allows each customer interaction to become an individual conversation enhancing the retailers' reputation and improving the purchasing frequency and value.
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13.30 -
14.00 |
From Grazers to Razors: Keeping Retail Business Simple
Too many retailers are pursuing complex and difficult to implement marketing strategies that won't, in the long-run, deliver more customers and their buying loyalty. Mike Pagan, business optimisation mentor and coach, looks at the current marketing scene and uses solid examples to argue that keeping it simple delivers true customers rather than business 'tyre kickers'.
Mike Pagan, Business Coach and Professional Speaker |
14.00 -
14.30 |
Retail's Intellectual Property Market
Emerging markets and what constitutes intellectual property within the retail business sector. In particular, what are the emerging trends in the intellectual property arena, moves to protect new and innovative products and how the law is reacting to requests for regulation driven by territory. More fundamentally, why it is important to protect the brand? Who should be thinking about such matters and why having a strategic mindset is crucial!
Fiona McBride, Head of Trade Mark at Withers and Rogers LLP, Trade Mark and Patent Attorneys |
14.30 -
15.00 |
Enabling Next Generation Customer Service
The world of retail is changing at a ferocious pace with increasingly sophisticated and discerning customers who demand more and expect more. This requires a truly customer centric approach, where companies need to realign internal systems, business processes, and people. This presentation will discuss how 'agility' will play a key role in allowing retailers to leverage and re-align existing infrastructure through service-enablement to achieve customer centricity. The outcome will be timely, consistent, and seamless access to information across a multi-channel environment - enabling next generation customer service.
Jonathan McKenna, Senior Director, Business Consulting |
15.00 -
15.30 |
Making the most of the Mall – commercialisation and the realisation of the shopping centre in the 21st century
Shopping centres are often the heart of the town and even the community, but empty stores are not good for business. Byron Lewis explores the commercialisation of shopping centres and how top brand Pop-Up shops are filling the short term commercial void and bringing new vigour to the High Street.
Byron Lewis, founder of Lewis Commercialisation |
15.30-
16.00 |
Building and Sustaining a Successful Retail Customer Culture
An energetic exposition of what retailers must do to generate business from their customers from Dennis Read, one of the most enthusiastic retailer speakers in the UK. Dennis has been described as 'challenging, engaging and entertaining' by recipients of his unique brand of retail thought leadership.
Dennis Read, Chairman of Retail Performance Specialists Ltd |
Day 2
Multi Channel Retailing Theatre in association with K3
Conference Chair - Penelope Ody |
10.30 -
11.00 |
Treating the cause and not the symptom
The Paul Stalker Effect (PSE) has been in operation since 2002. Since its inception, PSE has statistically proven that by investing and caring for colleagues unconditionally, 80 – 90% of a retailer’s workforce will pay them back with some startling results
By understanding the human condition, PSE works in partnership with retailers to fulfil the emotional needs of their colleagues in both their personal and business lives. Our unique employee enagagement and human capital management programmes have been proven to dramatically reduce shrinkage, attrition and absenteeism hence saving retailers millions of pounds.
Paul ‘Stalkie’ Stalker and Marcus Learoyd, will explain how the PSE Engagement Programme not only reduced all of the above, but also had a marked effect on the bottom line. PSE worked with the worst performing 100 Carphone Warehouse stores who were hitting on average just 30% of their sales target. Within a six month period of helping create behaviours and systems to support a happy workforce – which involved treating the causes rather than the symptoms behind the stealing and duvet days - the colleagues in these 100 stores achieved higher sales as a collective average than those in the best performing 400 stores.
By coaching management teams to praise rather than to reprimand, to listen rather than to ignore, and to coach and support, a trusting work environment flourishes and engagement soars. When the emotional needs of each individual colleague are met positively, sales thrive. Do the converse and colleagues will join together to meet their needs negatively by tearing the management and the company down, stealing, throwing sickies, leaving and perhaps even making up a case for unfair dismissal. The choice is yours!
Paul ‘Stalkie’ Stalker, The Paul Stalker Effect and Marcus Learoyd, Project Divisional Manager The Carphone Warehouse |
11.00 -
11.30 |
Steven Hampson from K3 who will be showcasing K3's integrated multi-channel retail concept.
The successful high street retailer has an enviable opportunity to engage with their customers through new channels and can improve the frequency and monetary value of each customer contact in a way that enhances their brand reputation. K3 will be presenting on their multi-channel retail solution, demonstrating how integrating call-centre, on-line and in-store solutions through a common platform allows each customer interaction to become an individual conversation enhancing the retailers' reputation and improving the purchasing frequency and value. |
11.30 -
12.00 |
How Green is your Supply Chain?
The retail sector has championed green initiatives in recent months, but it has also been the champion of just in time delivery, driven by consumer choice, but arguably one of the contributors to empty running and global warming. Fuel and supply chain expert Simon Clifford says that retailers' desires to be carbon neutral in the next few years will be frustrated by the need to meet customer wants and needs. Indeed there is evidence than rather than reducing C02 emissions, the carbon footprint of retail is getting even bigger.
Simon Clifford former Sales and Marketing Director for Keyfuels |
12.00 -
12.30 |
Packaging: The WI's Green Agenda
The WI is the largest women's organisation in the country and over the past two years it has been taking the retail sector to task for the wasteful nature of packaging and its contribution to climate change. Ruth Bond from the NFWI will talk about the campaign, the WI's recent projects on sustainable living and discuss some of its experiences of working with retailers.
Ruth Bond, National Federation of Women's Institutes |
12.30 -
13.00 |
Leading
an ethical and green business
Abel & Cole
is the UK's
leading organic food company,
with over 50,000 regular
customers. Abel & Cole
are pioneers of responsible
business, with exemplary
practices on everything from
packaging and water conservation
to employee representation
and welfare.
Ella
Heeks joined Abel & Cole
in 2000, straight from Oxford
University where she read
PPE. When Heeks joined, Abel & Cole
had 20 staff, a turnover
of £500,000,
and was struggling to cover
costs. Nonetheless, Heeks
saw the potential for a food
business that could be truly
healthy - not
just for its customers, but
also for its suppliers, staff
and the environment. Heeks' first
move was to get Abel & Cole's
marketing moving on a shoestring
budget. Heeks then gave increasing
attention to the operations
of the business, ensuring
that it kept up with demand
without compromising on quality
or principles.
Today,
Abel & Cole
employs 350 people, turnover
stands at £27
million and it is recognised
as a model of sustainable
business. Abel & Cole's
success has attracted a string
of awards, most notably:
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The
Queen's
Award for Enterprise in
Sustainable Development,
2005
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Great
Places To
Work 2006 - top
20 UK
workplaces; top
100 in
Europe
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Fast
Track
100
list
2007
and
Fast
Track
100
Green
Award
-
Triodos Ethical Businesswoman of the Year 2007
Ella
Heeks, Director, Abel & Cole
Ethical Businesswoman of the Year 2007
Ella
Heeks, Director Ethical Businesswoman
of the Year 2007
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13.00 |
Lunch |
13.30 -
14.00 |
How the Retail Industry is Learning from a Charity How to be Green and Fight Fraud
BDF Newlife is the UK's leading charity for providing disabled children's equipment. It has raised millions of pounds in funding and has taken Primary Care Trusts and Local Authorities to task for their woefully inadequate support for those disabled children who have fallen victim to the postcode lottery of equipment provision. The Charity is also a multi-million pound retailer that puts its profits into its cause. Founded by the Lewis Foundation, BDF is also showing other retailers how to tackle retail fraud and to re-cycle more effectively.
Sheila Brown, CEO, BDF Newlife |
14.00 -
14.30 |
Putting green at the heart of retail strategy
Retailers talk a good talk about becoming carbon neutral, but are they walking the walk? The CarbonNeutral Company advises businesses on long-term CO2 reductions and will explore the issues facing the High Street looking at what has been done and what is still to do. The presentation will cover:
Jonathon Shopley, Executive Director of The CarbonNeutral Company
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14.30 -
15.00 |
Straight Talking on Recycling in Retail
Taking the entrepreneurial approach to prove you can strike the balance between economics and the environment. The presentation will include:
Jonathan Straight, M , Straight Plc
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15.00 -
15.30 |
Fast food and Cooking up a Green Solution
McDonald's is one of the most recognised brands in the world. It takes its CSR very seriously and over the last few years has vastly increased the choice on its menu to make it easier for customers to make the right choices that suits their diet and lifestyle. Recently McDonald's has been making significant steps to improve its environmental performance and wants to be recognised for its healthy approach to green issues. Last year the company announced its decision to run its fleet on its own recycled cooking oil. Environment Manager Marie-Louise ter Beek presents the findings of the pilot.
Mary-Louise Ter Bek, Environment Manager, McDonalds |
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