SCM19 4th Annual Online Retail Supply Chain Summit

T | 61 2 9247 6000 F | 61 2 9247 6333 E | [email protected] W | akolade.com.au Produced by: 1

22nd–24th February 2017 I Pullman Albert Park, MelbourneFulfilment - the new frontier for customer service

ONLINE SUPPLY CHAIN SUMMIT 2017

4TH ANNUAL

PLUS

21st February 2017

Innovating the service model to evolvethe customer value proposition

Michael FoxChief Executive Officer

Shoes of Prey

Maggie ZhouManaging Director ANZ

Alibaba Group

David FenlonManaging Director ANZ

Blackmores

John WinningChief Executive Officer

Winning GroupFounder

Appliances Online(Winner – Best Pureplay Online

Retailer 2016, ORIA Industry Recognition Award & Online Retail

of the Year 2016)

Arianne KaderHead of Operations, Global Fashion

Group & Former Regional Marketplace Operations Manager

ZALORA Group,Singapore

Kate LangfordGeneral Manager– Digital Retail

Woolworths

Ganesh KashyapGeneral Manager & Director E-Commerce – Asia PacificMondelez International,

Singapore

HEAR FROM 50+ RETAIL LEADERS:

SEE FULL SPEAKER LINE-UP INSIDE

Delia RickardDeputy Chair

Australian Competition & Consumer Commission

Gold Sponsor: Silver Sponsors:Platinum Sponsors:

RETAIL C-SUITE DAY: ONLINE RETAIL SUPPLY CHAIN SUMMIT:Lead Sponsor:

Exhibitor: Exhibitors: Proudly Endorsed By:

Media Partner:


4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day

KEY SPEAKERS:

Michael FoxChief Executive Officer

Shoes of Prey

Mark CoulterChief Executive OfficerTemple and Webster

Kate LangfordGeneral Manager– Digital Retail

Woolworths

Lana HopkinsChief Executive Officer

MonPurse

Radek SaliChief Executive Officer

Swisse Wellness

Jo HorganFounder & Managing

DirectorMecca Cosmetica

Sven LindellChief Marketing Officer

Temple & WebsterFormer Chief Digital Officer

Bras ‘N’ Things

Derek SheenChief Executive Officer

Yellow Octopus

David FenlonManaging Director ANZ

Blackmores

Jordan MuirCo-Founder & Chief Innovation Officer

Aussie Farmers Direct

Phillip HaddadChief Operating Officer

Booktopia(Winner – ORIA Best

Mobile Commerce 2016)

Ben HareChief Operating Officer

TinyMe(Winner – ORIA Best

Site Optimisation & Design 2016)

Tim GreensteinGeneral Manager – Supply

Chain and TechnologyRCG Corporation

Ganesh KashyapGeneral Manager & Director E-Commerce – Asia PacificMondelez International,

Singapore

Liu BingSenior China AdviserAustralian Trade and

Investment Commission

Delia RickardDeputy Chair

Australian Competition & Consumer Commission

Arianne KaderHead of Operations, Global Fashion Group & Former

Regional Marketplace Operations Manager

ZALORA Group, Singapore

Craig JordanChief Digital Officer

The Warehouse, New Zealand

Simon KennedyChief Information Officer

The Warehouse,New Zealand

Christopher McCallumChief Operating OfficerShoes of Prey, China

(ORIA Hall of Fame 2016)

Amy McWatersChief Operating Officer

Everything But Flowers

Maggie ZhouManaging Director ANZ

Alibaba Group

John WinningChief Executive Officer

Winning Group Founder

Appliances Online

Jeff BoardChief Executive Officer

JAX Tyres

Scott EmmonsHead of InnovationNeiman Marcus US

Daniele PerottiMarketplace Operations

DirectorGlobal Fashion Group,

Singapore

Thorsten WichtendahlChief Executive Officer

The Co-op

Gary ElphickCo-Founder & Chief

Executive OfficerDisrupt Sports

(Winner – ORIA Best New Online Retailer 2016)

Ben SmithChief Operating Officer

Fame and Partners

Luke JecksChief Executive Officer

Naked WinesInternational



KEY SPEAKERS:

Philip BartholomewChief Executive Officer

My Pet Warehouse

Anthony MarshallHead of Operations

Birdsnest(Winner – ORIA Best

Customer Service 2016)

George BearzotSupply Chain Director

– Business TransformationLion

Kevin McAuleyGeneral Manager

– CustomerSuper Amart

Brad FoenanderHead of E-Commerce

Coles

Gareth JudeRetail Industry Executive

Telstra

Barry NicolaouFounder & Director

ShoeCircle

Simon MolnarTechnical and Operations

DirectorICE Online

Russell ZimmermanExecutive Director

Australian Retailers Association

Angus MacDonaldHead of Trade and Digital

Supercheap Auto

Rob KaldorHead of DigitalIdentity Direct

Travis Walker-RestrepoNational Supply Chain

and Procurement ManagerNu-Pure Beverages

Cheryle KobresleyManager

ECCO Shoes

Sean RyanHead of Customer

Service ANZSwisslog

Brad WelsmanManaging Director

SSI Schaefer

Rebecca Burrows General ManagerSmall BusinessAustralia Post

Council Board Member Bialik College

Daniel Faesser Managing Director

WRH Global

Sean SloanManager –

Omni-Channel & RFIDGS1 Australia

Con DekazosFormer Chief Executive

OfficerForty Winks

Claire StrangeGeneral Manager

– Customer DeliveryEndeavour Drinks Group

Andrew TrippSupply Chain Director

Adidas

Alfons Van WoerkomSupply Chain Director – Asia

Unilever

Paul GreenbergExecutive DirectorNational Online

Retailers Association

Ben FranziGeneral Manager

– eCommerce Platforms and Digital

Australia Post

Luke CondonHead of Consumer Delivery

TOLL GlobalPresident

NORA – Supply Chain Chapter

It is already a great format and offers the opportunityfor attendees to 'ask questions' after each guest speakers

presentation with the 'open mic'.— Hugo Boss

Dear Participants,

On behalf of Akolade, I’m delighted to welcome you to our 4th Annual Online Retail Supply Chain Summit 2017. Join us for four days of learning, networking and celebrating excellence in online retail, from 21-24 February 2017, at the Pullman Albert Park in Melbourne.

The transformation of the retail sector in recent years has seen sector leaders pushing the boundaries to evolve the customer value proposition and service model. The key driver is an effective supply chain and last mile fulfilment strategy that differentiates the business in a highly competitive global marketplace.

The 4th Annual Online Retail Supply Chain Summit continues the discussion on how cutting edge last mile fulfilment enables the delivery operation, enhance customer experience, and delivers the best possible customer value proposition. This year, we expand the scope of the forum to include a stand alone Retail C-Suite Day that brings together a group of astute senior decision makers from across the retail sector to set the broad contexts, explore the drivers for change in global retail, and discuss how disruptive business models are redefining the value proposition.

I look forward to seeing you at the event.

Kind regards

Loan KissAssistant General Manager – ProductionAkolade



• FMCG• Household Goods• Food and Beverage• Fashion and Lifestyle• Telecommunications• Pharmaceuticals and Medical Supplies• Electronics

People We Attract:• C-Suite – CEOs, COOs, CFOs, CIOs, CTOs, CDOs, Managing Directors• Heads of Logistics• Heads of Supply Chain• Heads of e-Commerce• Heads of Warehousing and Inventory• Heads of Customer Service• Heads of Marketing• Heads of Distribution• Heads of Supply Chain and Demand Planning• Heads of Operations

Industries We Attract:

BREAKDOWN OF ATTENDEES:

TESTIMONIAL:

Fantastic array of speakers in a market which is on fire at the moment.Superb insights from entrepreneurs and seasoned CEOs with experience

across multiple organisations. A must for anyone who wantsto improve their total omni retail business performance.

— Schweppes

FOLLOW THIS EVENTTweet about this event using #ORSCS and@AkoladeAust for event and industry updates!

10:30 STRATEGIC LEADERS PANEL Reflecting on key factors driving service innovation • Examining the mega trends for global retail • Challenges for innovating the retail service offering • Contexts for Australian retail in the region Michael Fox, Chief Executive Officer, Shoes of Prey

Ben Smith, Chief Operating Officer, Fame and Partners

Luke Condon, Head of Consumer Delivery, TOLL Global, President, NORA – Supply Chain Chapter

11:10 Morning refreshments

11:40 KEYNOTE China’s e-commerce boom – a bird’s eye view • The transformation of the mobile Chinese consumer • Moving from made in China to bought in China • Balancing the potential with the challenge of demand volatility and shifts in consumer preference • Delivering an e-commerce platform to tap into the demands of Chinese consumers Maggie Zhou, Managing Director ANZ, Alibaba Group

12:10 STRATEGIC LEADERS PANEL Navigating the new retail landscape • How new business models challenge the retail landscape • Redefining retail leadership and the retail enterprise • Leveraging internationalisation of retail Lana Hopkins, Chief Executive Officer, MonPurse

Derek Sheen, Chief Executive Officer, Yellow Octopus

Con Dekazos, Former Chief Executive Officer, Forty Winks

PRE-SUMMIT RETAIL C-SUITE DAY | TUESDAY 21ST FEBRUARY 2017



8:30 Welcome and registration

8:50 Opening remarks from the Chair Mark Coulter, Chief Executive Officer, Temple and Webster

ADAPTING TO THE NEW NORMAL9:00 KEYNOTE The threat and opportunity posed by disruptive business models • Exploring innovative new business models and how established retailers are responding • The digitally connected mobile consumer • Customer behaviours, attitudes and expectations towards retail and consumer business brands • The internet of things Michael Fox, Chief Executive Officer, Shoes of Prey

9:30 KEYNOTE Staying relevant: Survival and growth in the age of consumer control • Setting up your business for future growth • Creating an innovative service and experience to differentiate your brand • How to adapt and lessons learnt Philip Bartholomew, Chief Executive Officer, My Pet Warehouse

CHALLENGES TO THE RETAILER’S VALUE PROPOSITON

10:00 The rise and impact of omni channel retailing in an increasingly mobile market • Stability and consistency across multiple channels • Focus shift from efficiency to quality • The power of a singular Customer Value Proposition • The importance of sophisticated supply chains to support omni-channel Luke Condon, Head of Consumer Delivery, TOLL Global, President, NORA – Supply Chain Chapter

Innovating the service model to evolvethe customer value proposition

3:20 STRATEGIC LEADERS PANEL Building the global brand • Building a brand and presence underpinned by market intelligence and customer needs • Global expansions and the preserving of the core brand • Brand strategies to deliver high levels of retention and growth of the customer base Jo Horgan, Founder & Managing Director, Mecca Cosmetica

Radek Sali, Chief Executive Officer, Swisse Wellness

Sven Lindell, Chief Marketing Officer, Temple & Webster, and Former Chief Digital Officer, Bras ‘N’ Things Liu Bing, Senior China Adviser, Australian Trade and Investment Commission

4:00 CLOSING KEYNOTE Redefining our business models and customer service for today’s consumer • Understanding how the definition of customer service is changing to meet the changing consumer expectations • The role of supply chain and fulfilment in the customer service proposition • Innovating to operating models Jeff Board, Chief Executive Officer, JAX Tyres

4:30 Closing remarks from Chair

4:40 End of Pre-Summit Retail C-Suite Day

4:45 Cocktail Networking Drinks Sponsored by:



12:50 Networking luncheon

1:50 Innovating the operating model to meet the needs of the connected consumer • Translating the strategy into operational capability • Looking under the bonnet – taking an operating model perspective • Key attributes of a retailer today – how desired capabilities are evolving in the context of revised customer value propositions Amy McWaters, Chief Operating Officer, Everything But Flowers

INNOVATIONS TO OPERATING MODELS

2:20 Strategies to innovate technology • How technology enables people centred strategies and customer experience • Key factors in ensuring that technological innovation is centred on customer experience • Encompassing both small details and the bigger picture • The technological trends that will disrupt the sector in immediate future Simon Kennedy, Chief Information Officer, The Warehouse, NZ

2:50 Afternoon refreshments

PRE-SUMMIT RETAIL C-SUITE DAY | TUESDAY 21ST FEBRUARY 2017

A great overall experience, good content and some inspirational speakers.

– GroupOn

11:30 KEYNOTE PLENARY Overcoming key supply chain challenges to meet customer fulfilment • How a retailer has used fulfilment to beat the competition • How it went about creating a point of difference via fulfilment • Meeting customised demands Christopher McCallum, Chief Operating Officer, Shoes of Prey, China (ORIA Hall of Fame 2016)

12:00 CASE STUDY Optimising and aligning innovative strategies to meet business goals • What lies ahead for online retailers • How can we innovate and boost productivity to meet the changing behaviours of customers • Tracking business and technology trends Scott Emmons, Head of Innovation, Neiman Marcus, USA

MOVING FULFILMENT TO THE FRONT LINE


11:30 CASE STUDY How we built a compelling fulfilment proposition – thinking like the consumer • Recognising fulfilment as part of the brand experience • Using your CVP as the basis for your fulfilment offer • Matching fulfilment options to your customers expectations • Customer-centric design for fulfilment Ben Hare, Chief Operating Officer, TinyMe (Winner – ORIA Best Site Optimisation & Design 2016)

12:00 CASE STUDY Illustrating Naked Wines approach to building customer centricity • Overcoming 5 supply chain challenges in Australia and overseas • Creating a point of difference via fulfilment to beat the competition • Establishing new processes and end to end visibility Luke Jecks, Chief Executive Officer, Naked Wines International

CONFERENCE DAY ONE | WEDNESDAY 22ND FEBRUARY 2017

Please choose from Stream A or Stream B to enhance your conference experience

STREAM A:DESIGNING THE RIGHT FULFILMENT OPTIONSFOR THE CONSUMER

STREAM B:ORDER AND INVENTORY MANAGEMENT



8:00 Welcome and registration9:00 Opening remarks from the Chair Paul Greenberg, Executive Chairman and Founder, NORA

9:10 KEYNOTE PLENARY Serving the new consumer without breaking the bank • How a mass market retailer offers great fulfilment service at reasonable cost • Carrying through a value based offer • Relevant customer fulfilment options and meeting customer expectations Thorsten Wichtendahl, Chief Executive Officer, The Co-op

9:50 KEYNOTE PLENARY Award-winning customer service fulfilment starts with the customer’s perspective • Principles of user-centric design and applying to customer service and fulfilment • Evolving the fulfilment offer in response to customer feedback • Building customer loyalty and top line management Arianne Kader, Head of Operations, Global Fashion Group & Former Regional Marketplace Operations Manager ZALORA Group, Singapore

10:30 KEYNOTE ADDRESS Consumer product safety and supply chain integrity • Key things suppliers need to know about the Australian Consumer Law and product safety • Recent lessons learnt in detecting and removing unsafe products from sale • Supply chain integrity • The ACCC’s product safety areas of focus for 2017 Delia Rickard, Deputy Chair, Australian Competition & Consumer Commission

Travis Walker-RestrepoNational Supply Chain and Procurement ManagerNu-Pure Beverages

Phillip HaddadChief Operating OfficerBooktopia(Winner – ORIA Best Mobile Commerce 2016)

Chair: Chair:

12:30 CASE STUDY Uncovering the latest tools for efficient cost effective order picking and incoming goods management • Managing online store automation for sortation and buffering of a wide range of products • Using intelligent wearable technology for high pick rate of e-commerce and warehouse applications • Minimise sortation space requirements with double sided, 3D tilt tray sorter for incoming goods and GtP • Simplifying transport of waste cartons for re-use or recycle through a single line, single drive conveyor Daniel Faesser, Managing Director, WRH Global Australia

2:00 CASE STUDY It all comes down to stock – how to manage inventory in a “buy anywhere fulfil from anywhere” world • The challenges of inventory visibility across distributed networks • Forecasting and planning inventory for online demand • Aligning inventory and fulfilment options Phillip Haddad, Chief Operating Officer, Booktopia (Winner – ORIA Best Mobile Commerce 2016)

2:40 CASE STUDY Supply chain agility to meet customer demands in a profitable way • Managing and responding with immediacy to opportunities and threats through end to end visibility • Building multi-dimensional qualities - alertness, accessibility, decisiveness, swiftness and flexibility • Adapting quick response strategies Jordan Muir, Co-Founder & Chief Innovation Officer, Aussie Farmers Direct

12:30 Technological Insights – Corporate Partners

2:00 CASE STUDY How retailers manage the fulfilment message to improve conversion rates • Fulfilment-related barriers to conversion • How best to showcase delivery options and pricing • Clarity and simplicity in delivery-related content Simon Molnar, Technical and Operations Director, ICE Online

2:40 CASE STUDY Meeting customer demands through customised packaging • Design of packaging to reinforce your brand and your products • Packing operations - best practice and common mistakes • Curating the receiving experience - how to create a moment of delight when the delivery arrives Anthony Marshall, Head of Operations, Birdsnest (Winner – ORIA Best Customer Service 2016)

CONFERENCE DAY ONE | WEDNESDAY 22ND FEBRUARY 2017



3:40 Meeting the needs of evolving customer’s buying behaviours and expectations Ben Franzi, General Manager - eCommerce Platforms and Digital, Australia Post

4:10 PANEL DISCUSSION Designing fulfilment from a consumer’s point of view • Click and collect – sharing good practice • Emerging fulfilment best practice – curated fulfilment • Inventory visibility and online fulfilment – how to overcome the barriers Moderator: Rebecca Burrows, General Manager – Small Business, Australia Post

Panellists:


4:50 CLOSING PLENARY Reinventing the established retail supply chain • How large established retailers are responding to the challenges of digital • Meeting new supply chain capabilities • How are we reinventing the retail supply chain Andrew Tripp, Supply Chain Director, Adidas

5:20 Closing remarks from the Chair

5:30 Cocktail networking reception

7:00 Networking dinner

Akolade would like to invite participants to join us for an enchanting underwater world dinner in Melbourne’s Sea Life Aquarium. Continue conversations with event speakers and attendees as you dine surrounded by huge stingrays, massive sharks, and thousands of multi-coloured aquatic animals.*Separate

*Tickets available for purchase for summit participants only.

1:00 Networking luncheon

Philip Bartholomew, Chief Executive Officer, My Pet WarehouseClaire Strange, General Manager – Customer Delivery, Endeavour Drinks

Barry Nicolaou, Founder & Director, ShoeCircle

David Fenlon, Managing Director ANZ, Blackmores

Brad Foenander, Head of E-Commerce, Coles




8:00 Welcome and registration9:00 Opening remarks from the Chair Russell Zimmerman, Executive Director, Australian Retailers Association

9:10 KEYNOTE PLENARY Winning e-commerce business in Asia • Same Vs different customer requirements in different geographies • Overcoming tricks to operational set-up • Exploring impacts on supply side / imports, taxes and duties • Selecting the right commercial partners Ganesh Kashyap, General Manager & Director E-Commerce Asia Pacific, Mondelez International, Singapore

9:50 KEYNOTE PLENARY Click-And-Collect: Increasing flexibility for customers • Measuring the benefits of Click & Collect for existing retail operations • Exploring replenishment solutions for Click & Collect that maintains product availability • Evaluating the importance of stock management to effectively separate Click & Collect stock from shop floor stock Craig Jordan, Chief Digital Officer, The Warehouse, New Zealand

10:30 PANEL DISCUSSION The demands of same day delivery – how to address this opportunity? • Feedback from the front line – what do consumers want when it comes to delivery and returns? • Optimising the delivery offer for convenience vs value vs context • Creating the right set of commercial arrangements to ensure delivery • Where will same day fulfilment go in the next 5 years Panellists: John Winning, Chief Executive Officer, Winning Group & Founder, Appliances Online (Winner – Best Pureplay Online Retailer 2016, ORIA Industry Recognition Award & Online Retail of the Year 2016)

Tim Greenstein, General Manager – Supply Chain and Technology, RCG Corporation Brad Foenander, Head of E-Commerce, Coles

Anthony Marshall, Head of Operations, Birdsnest (Winner – ORIA Best Customer Service 2016)

11:40 CASE STUDY Using our store network in fulfilling online orders • Offering great fulfilment service at reasonable cost • Carrying through a value based offer • How Supercheap Auto met the demands of customer expectations Angus MacDonald, Head of Trade and Digital, Supercheap Auto

12:10 CASE STUDY To charge or not to charge – getting the commercial model right • Consumers perspectives on cost of freight in the overall purchase decision • If, when and how best to use free shipping • Costing for a range of service options - different charging mechanisms and commercial offers • Free returns / keep, do not return options - when to offer these Rob Kaldor, Head of Digital, Identity Direct

11:40 CASE STUDY Applying lean techniques to fulfilment operations • Reconfiguring manufacturing to meet demand • Creating agility and flexibility in the supply chain • Overcoming bottlenecks Travis Walker-Restrepo, National Supply Chain and curement Manager, Nu-Pure Beverages

12:10 CASE STUDY Starting from scratch – how we designed our customer fulfilment practices beyond purchasing • The differences between experience creation and making a sale • Implications of black & white transactions • Importance of product knowledge in staff training • Revolutionising the way B2B orders are placed Barry Nicolaou, Founder & Director, ShoeCircle

Please choose from Stream A or Stream B to enhance your conference experience

STREAM A:COST MANAGEMENT – EFFICIENT ORDER FULFILMENT

STREAM B:LAST MILE AND RETURNS

Ben HareChief Operating OfficerTinyMe (Winner – ORIA Best Site Optimisation & Design 2016)

Gary ElphickCo-Founder & Chief Executive OfficerDisrupt Sports(Winner – ORIA Best New Online Retailer 2016)

Chair: Chair:

CONFERENCE DAY TWO | THURSDAY 23RD FEBRUARY 2017

5:30 Cocktail networking reception

7:00 Networking dinner

CONFERENCE DAY TWO | THURSDAY 23RD FEBRUARY 2017



We started our journey with Akolade three years ago and we are back for thethird year as a Gold Sponsor I’m really pleased with the turnout this year.

— Head of eCommerce Marketing and Partnerships, StarTrack/AusPost

2:00 CASE STUDY Customisation co-design: How to deliver personalised experiences online • Enhancing customer experience, engagement and pinpoint demand • Delivering personalised products and acquiring new customers • Developing mass customisation as the ultimate acquisition tool Gary Elphick, Co-Founder & Chief Executive Officer, Disrupt Sports (Winner – ORIA Best New Online Retailer 2016)

2:40 PANEL DISCUSSION The future of supply chain management • Meeting the growing challenges of increased business complexity and global market instability • What does the future of supply chain management look like • Will emerging technologies change the way we think about supply chain? Panellists: George Bearzot, Supply Chain Director – Business Transformation, Lion Alfons Van Woerkom, Supply Chain Director – Asia, Unilever Travis Walker-Restrepo, National Supply Chain and Procurement Manager, Nu-Pure Beverages

2:00 Aligning innovative strategies to meet the changing expectations of consumers • Overcoming innovation barriers • Addressing the different attitudes and behaviours towards consumer fulfilment • Deploying end-to-end execution of customer-facing digital platforms Gareth Jude, Retail Industry Executive, Telstra

2:40 PANEL DISCUSSION Using new technologies to reduce cost • Tablet-enabled service - does it actually increase costs? • Vehicle tracking and routing - new techniques to get the best use of your transport fleet • Labour scheduling and optimisation - trends and tools • How soon will RFID be implemented in Australia? Panellists: Kate Langford, General Manager – Digital Retail, Woolworths Kevin McAuley, General Manager – Customer, Super Amart Daniele Perotti, Marketplace Operations Director, Global Fashion Group, Singapore Gareth Jude, Retail Industry Executive, Telstra

Sean Sloan, Manager – Omni-Channel & RFID, GS1 Australia

12:40 How to effectively fulfil online orders with store orders • Why online orders are more difficult than store orders • How to deal with both in an integrated approach • How to maintain flexibility for the future Brad Welsman, Managing Director, SSI Schaefer

12:40 How to determine the right warehouse management solution for your business • Online Order Profiles and how to optimise picking • Features to support packing operations • Integration with shipping and freight cost optimisation • Integration to ecommerce solutions Sean Ryan, Head of Sales, Swisslog


3:50 Regional logistics – an e-commerce marketplace perspective • Meeting the needs of the "always on" value chain • Drop shipment and the quest to meet customer expectations • Cash on delivery and opportunities in the payment space • The challenge of free delivery • Vertical integration and the future of merchant/3Pls Daniele Perotti, Marketplace Operations Director, Global Fashion Group, Singapore

4:30 CLOSING PLENARY CASE STUDY How fulfilment helped us become Online Retailer of the Year 2016 John Winning, Chief Executive Officer, Winning Group & Founder, Appliances Online (Winner – Best Pureplay Online Retailer 2016, ORIA Industry Recognition Award & Online Retail of the Year 2016)

5:10 Closing remarks from the Chair and end of day two

1:10 Networking luncheon Sponsored by:

Building a mindset and processes to manage customer demands, increasing complexity and continuous change• How to react and respond to rapidly fluctuating demands• Develop an operating model to deal with continuous changing customer demand• Build supporting supply chain team resilience and how to measure it• Be proactive and make better decisions in a high pressure environment

Looking beyond transactional selling: designing lasting customer fulfilment practices• Understanding the correlation between business culture and customer service practices• How your ‘Why' for business, directly relates to the customer experience • Observing how ‘solution-based’ service training positively impacts a returning customer• The synergy between Inspired employees, retention rates and purchasing customers

Barry is seen by the Australian footwear trade as “the Footwear-oracle”- transforming retail based Fashion and Footwear thinking in the fields of customer service and personal fulfillment while conquering harmful habits such as fear-based thinking and negativity. He is change agent on inspiring customer service practices and culture change in footwear and fashion stores.

POST CONFERENCE WORKSHOPS | FRIDAY 24TH FEBRUARY 2017

9:00AM – 12:00PM I WORKSHOP A 1:00PM – 4:00PM I WORKSHOP B



Barry NicolaouFounder & DirectorShoeCircle

Niels brings to the table almost 20 years of improving supply chain and business performance in multinational companies and implemented solutions in over 10 countries like Russia, UK, France, Belgium, The Netherlands, Spain, Portugal, Switzerland, Italy and Australia.

Niels van HoveDirectorTrueBridges

Cheryle has been working in retail/training /buying roles for 40 years. Some of the organisations Cheryle has represented include footwear heavyweight Clarks shoes and more recently ECCO footwear in Australia where she took on various roles relating to customer service fulfillment and product knowledge.

Cheryle KobresleyManagerECCO Shoes

Facilitators: Facilitator:

Very interesting perspectives & great opportunity to get an understanding of global & local trends in online fulfilment.

— Office works



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Documents

SCM19 4th Annual Online Retail Supply Chain Summit