POST EVENT REPORT 2017

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CONTENTS

THANK YOU FOR ATTENDING WORLD RETAIL CONGRESS 2017The 2017 World Retail Congress came together in Dubai to focus around our theme of “Reimagining the customer experience”. It proved to be the catalyst for some fascinating, passionate, incisive and often controversial sessions. This year marked ten years since the Congress launched in 2007; all anniversaries prompt you to look back to see what has gone before and the most striking conclusion you are left with in tracking the last ten years in retailing is the enormous change that has taken place. Indeed, what was clear from the Congress was that we are just setting out on this path of radical industry transformation.

Over 1,400 senior industry executives heard from close to 150 speakers put greater context around the task of transformation that retailers face if they are to not only meet the demands of their customers but more importantly, survive as sustainable businesses or formats. Many were struck by how the mood of those attending was universally focussed around the scale of the task ahead. It reinforces how much

change is about to be unleashed across retailing around the world, as well as how the World Retail Congress plays a valuable role in helping shape the future of the global retail industry.

I would like to thank all of this year’s speakers as well as the attendees who helped make the 2017 World Retail Congress one of the most powerful yet. The topics and themes are themselves dynamic and fast-moving and we look forward to building the programme for 2018 that helps continue shaping retail’s future.

Ian McGarrigle CHAIRMAN | WORLD RETAIL CONGRESS

KEY SPEAKERS SHARED INSIGHTS AT WORLD RETAIL CONGRESS 2017

Guru GowrappanGLOBAL MANAGING DIRECTOR | ALIBABA GROUP

Martijn BertisenDIRECTOR OF RETAIL & TECHNOLOGY | GOOGLE UK

Terry LundgrenEXECUTIVE CHAIRMAN | MACY’S, INC.

Karen KatzCEO, PRESIDENT & DIRECTOR | NEIMAN MARCUS

During Singles Day Alibaba had 1 million offline stores in sync with online store.

The winners in retail are those who help customers make faster, better decisions.

The greatest innovations in retail have come following major setbacks.

Be indispensable through service to build a relationship with your customer - a great shopping experience equals loyalty.

CONNECTING BILLIONS: SERVING THE NEW CONSUMER

RETAINING RELEVANCE: THE REJUVENATION OF BRAND

“OK GOOGLE - WHAT IS NEXT IN THE FUTURE OF RETAIL?”

THE STATE OF RETAIL

Patrick Bousquet-ChavanneEXECUTIVE DIRECTOR | CUSTOMER, MARKETING & M&S.COM, MARKS & SPENCER

Nim de SwardtCHIEF NEXT GENERATION OFFICER | BACARDI

Mindy GrossmanCEO | HSNi

Chieh HuangFOUNDER & CEO | BOXED

Be customer-obsessed, innovate and co-create with your customers.

Humility and empathy are your greatest weapons for your brand.

Customer experience is an overused phrase - the real trend is ‘living a connected life of meaning through inspired product, innovation & technology’.

For the millennial generation value is no longer equal to price. It’s now about price, a bit of brand (look at the Uber/Lyft battle) and convenience.

PUTTING CUSTOMER CENTRICITY INTO ACTION

MOBILE COMMERCE AND MILLENNIALS – THE NEXT STEP IN THE EVOLUTION OF SHOPPING

THE MILLENNIAL MIND AND THE FUTURE OF WORK

TECHNOLOGY + MEANING = CONNECTED LIFE

INSPIRING SESSIONS & CONTENT FROM THIS YEAR’S CONGRESS

A NEW ERA OF EXPERIENTIAL RETAILING: BEYOND THE SELLING OF ‘STUFF’Competition in retail has never been fiercer. Retailers and brands are increasingly having to sell more than just a product, but must create experiences, foster relationships, deliver value and conjure emotions – at every touchpoint. This session set the scene for this new industry norm, highlighting the fundamental changes and ideas behind building a powerhouse in today’s retail landscape. Jo Malone, Founder of the eponymous brand and Jo Loves, said “The consumer has to love the product the same way you do. You have to create ‘I will never forget’ moments.”

THE 21ST CENTURY BUSINESS: RETAIL, RELATIONSHIPS AND DOING THINGS DIFFERENTLY’From how your brand interacts with its customers and employees to running and growing your company, authenticity and marching to the beat of your own drum has never been more important. Eric Petersen, Senior VP of Global Brand Programmes at Lululemon said its growth is based on encouraging staff to set goals and investing heavily in their personal development. “When you really start to engage with people and talk about their [personal] development, then you can empower people.”

THE NEW RETAILING: PUTTING ‘RESPONSIBLE INNOVATION’ AND TRUST AT THE HEART OF BUSINESSTransparency, responsibility and ethics are no longer the sole domain of the luxury sector, as consumers are more educated and interested in the provenance of the things they buy, their impact on the environment, and the principles of the companies they buy from. The availability of sustainable raw materials is the biggest challenge facing the garment industry, agreed the panellists. Alfred Vernis, Sustainability Academic Director at Inditex, said: “we’d like to find ways to have most of our raw materials from recycled materials…We are innovating in other areas like technology and logistics, so we have to innovate here.”

TAKEAWAYS FROM THE 2017 WORLD RETAIL CONGRESS1. The case for the transformation of retailing is now universally accepted – but beginning the process now is essential. Far too many retailers have not yet begun implementing fundamental change according to research presented at the Congress. And the pace of change will sweep away those that have not begun their transformation journey.

2. It’s no longer enough to think you can sell “stuff” – you have to sell experiences. Creating experiences means to fundamentally rethink your understanding of customers and how they want to interact with you. According to speakers such as Mindy Grossman, CEO of HSNi, Masaaki Kanai, Chairman of Muji and Eric Petersen, SVP of Global Brand Programs at Lululemon, this goes even deeper and should demand that you think about a “connected life” that includes the brand values, the product, innovation, culture and technology to bring you closer to your consumers.

3. Data is everything. “It will be the natural resource that will transform retail,” said Alibaba’s Global Managing Director, Guru Gowrappan.

4. 82% of retail sales in the UK will have a digital stage by 2020 according to Google – and this will be a benchmark for all markets. This has to be embraced by retailers.

5. We’re entering the next technological age – the decade of mobile is giving way to the age of machine learning. It will bring positive benefits and make things smarter and very much faster.

6. It’s all about speed – speed of change, speed of response to demand, speed of delivery. As we heard from exclusive research, consumers want to increasingly see now/buy now and that requires a radical overhaul of the retail model.

7. Don’t forget the basics of retailing – it is all about emotion, people, service and product. The customer is the smartest person on the planet according to Patrick Bousquet-Chavanne of Marks and Spencer which means that you should sense check everything you do and ask if you are doing this for the customer or the business.

8. We cannot continue using nature’s resources in the way we have been – it is essential that retail takes a lead in rethinking how products are made, transported and then re-used at the end of their lifecycle. It is what consumers will come to expect.

9. If you’re worried about millennials and how they will change your business, you need to think about Generation Z but also the Generation Alpha – those born entirely in the 21st Century with a lifelong exposure to technology and the most self-aware consumers yet seen!

10. The future will see a total integration of online, offline, logistics and data across a single value chain to create the New Retail. This is the vision of Jack Ma, founder of Alibaba. A vision that is beginning to take shape…

World Retail Congress 2017 brought together some of the most forward-thinking minds in the industry to challenge, debate and create the future of retail. Take a look at the Congress daily digital magazine which captured the highlights and key takeaways of some of the most talked about sessions during the event.

WORLD RETAIL CONGRESS SHOW DAILIES

CONGRESS GUIDE

OFFICIAL EVENT PARTNER

FIVE STAR SPONSORS *****

KEY PARTNER

ANNUAL PARTNERS

WORLD RETAIL CONGRESS

THE REJUVENATION OF BRANDKAREN KATZ SPEAKS AT WORLD RETAIL CONGRESS

6 APRIL 2017 | MADINAT JUMEIRAH | DUBAI

CONGRESS REPORT DAY3

80% OF CUSTOMERS BEGIN THEIR JOURNEY ONLINEKaren Katz | CEO | NEIMAN MARCUS

CUSTOMER CENTRICITY: IT'S WIN OR LOSE

WORLD RETAIL CONGRESS HALL OF FAME 2017 INDUCTEES

WOMEN ON BOARDS: INDUSTRY NEEDS TO UP ITS GAME

70%of retail executives plan to increase their investment in digital over next year

FIVE STAR SPONSORS *****

OFFICIAL EVENT PARTNER

KEY PARTNER ANNUAL PARTNERS

RETAIL

5 APRIL 2017 | MADINAT JUMEIRAH | DUBAI

CONGRESS REPORT DAY2

WE ARE ALL MILLENNIALS. IT'S A STATE OF MIND

INNOVATION: HAS RETAIL FALLEN SHORT?

COLLABORATION KEY TO MALL SUCCESS

LULULEMON HAS 30 STAFF DEDICATED TO SOCIAL INTERACTION

8secondsTO CAPTURE

THEIRATTENTION

What will be the key strategies to engage

millennials?

FIVE STAR SPONSORS *****

OFFICIAL EVENT PARTNER

KEY PARTNER ANNUAL PARTNERS

Nim de Swardt |

CHIEF NEXT GENERATION OFFICER |

BACARDI

Turning up with stuff and hoping people will buy it no longer works.

Sir Ian CheshireCHAIRMAN | DEBENHAMS

Rahul KadavakoluHEAD OF GLOBAL MARKETING | RAKUTEN

When communities are built on passions then those communities can be built and managed on a global scale.

Arrigo BerniCEO | MOLESKINE

It is critical to deliver an authentic brand to consumers and deliver your promise to them.

Neelendra SinghVICE PRESIDENT DTC & FRANCHISE – GLOBAL SALES | ADIDAS GROUP

Encourage your employees to connect, engage and inspire through the power of your brand, and stories.

50% of customers would transact more often and for higher values if the interface was easier to use.Shant OknayanHEAD OF E-COMMERCE, RETAIL, ONLINE SERVICES AND MEDI | FACEBOOK MENA

2017 ATTENDEE AND COVERAGE BREAKDOWN

36%

68%

BOARD LEVEL

RETAILERS

147551311400+

SPEAKERS

COUNTRIES REPRESENTED

PRESS

ATTENDEES

OVERALL ATTENDANCE

68% RETAILERS IN ATTENDANCE

GLOBAL RETAIL REPRESENTATION

32%

50%

7%

11%

AMERICAS

MIDDLE EAST & AFRICA

EUROPE

ASIA PACIFIC

The 11th World Retail Hall of Fame honoured four legends in global retail. This year’s inductees were Terry Lundgren, Marty Wikstrom and Renuka and Micky Jagtiani, whose collective experience of nearly 150 years in retail cemented their places in retail history. Their accomplishments and dedication were celebrated by an audience of senior industry executives together with their friends and families. They all spoke of their passion for retail, from product to people, the joy of now being able to give back, and the importance of the entrepreneurial spirit in the pursuit of constant innovation.

Terry LundgrenEXECUTIVE CHAIRMAN | MACY’S, INC.

Marty WikstromFOUNDER | ATELIER FUND

Micky JagtianiCHAIRMAN | LANDMARK GROUP

Renuka JagtianiVICE-CHAIRPERSON | LANDMARK GROUP

FUTURE RETAIL CHALLENGE Fashion Retail Academy, London, UK

WOMAN OF THE YEAR Zyda Rylands, CEO, Woolworths SA

BEST DIGITAL CUSTOMER EXPERIENCE INITIATIVE Boyner Group (Turkey)

BEST INSTORE CUSTOMER EXPERIENCE INITIATIVE Tommy Hilfiger (United States)

RODNEY FITCH AWARD FOR INNOVATION AND CREATIVITY Marks and Spencer: Venture Labs (UK)

YOUNG RETAIL ENTREPRENEUR OF THE YEAR AWARD Alyce Tran, Co-Founder, The Daily Edited, (Australia)

STORE DESIGN OF THE YEAR AWARD Siam Discovery Exploratorium (Thailand)

RETAIL ADVERTISING CAMPAIGN OF THE YEAR Marks & Spencer for “Christmas with love from Mrs Claus” - RKCR/Y&R (UK)

RESPONSIBLE RETAILER OF THE YEAR TOMS (United Arab Emirates)

INTERNATIONAL RETAILER OF THE YEAR Sephora

RETAILER OF THE YEAR Amazon

OUTSTANDING LEADERSHIP AWARD Mindy Grossman, CEO, HSNI

RETAIL TRANSFORMATION AND REINVENTION AWARD Kroger

INNOVATION FELLOWSHIP AWARD Natalie Massenet, Founder, Net-a-Porter Mark Sebba, Former CEO, Net-a-Porter Jose Neves, Founder and CEO, Farfetch

2016 WORLD RETAIL AWARDS WINNERS

A CELEBRATION OF WOMEN’S CONTRIBUTION TO RETAILThe International Women in Retail event, sponsored by Clarity Search, took place on 5 April at the famous Burj al Arab and brought together top female retail executives to learn, be inspired and build networks. Jo Malone, Founder of Jo Loves, in conversation with Alison Tay, Editor in Chief of Grazia Middle East, took us on a personal journey of perseverance and passion. She reminded those present that to succeed in anything you do, you needed a clear purpose: “A vision is something you have in your head, but a purpose is something you have in your heart”. The night also saw the awarding of the World Retail Congress’ first Woman of the Year Award, given to Zyda Rylands, the CEO of Woolworths South Africa. Zyda’s inspirational win was based on her transformation of the brand, some areas which saw over 200% growth under her guidance, the impact she has on her community, and the overwhelming respect and admiration her staff have for her leadership.

In its 8th year, the Future Retail Challenge student competition, sponsored by Chalhoub Group, is an integral part of the World Retail Congress programme. It seeks to promote future talent and showcase innovation from the next generation of retailers. This year’s challenge was to take a pureplay brand from each team’s country and create a store concept.

WINNER: FASHION RETAIL ACADEMY | LONDON

NY INSTITUTE OF TECHNOLOGY | ABU DHABI

MANIPAL UNIVERSITY | DUBAI

HONG KONG POLYTECHNIC UNIVERSITY | HONG KONG

FACULTY OF ECONOMICS, UNIVERSITY OF PORTO | PORTUGAL

2017 TEAMS INCLUDED:

FADI JABBOUR CHIEF OPERATION OFFICER OF RETAIL | CHALHOUB GROUPBERNIE BROOKES CEO | EDCON GROUP ROBIN SACKIN CHAIRPERSON, FASHION BUSINESS MANAGEMENT DEPARTMENT | FASHION INSTITUTE OF TECHNOLOGYJODIE FOX CO-FOUNDER & CHIEF CREATIVE OFFICER | SHOES OF PREY

JUDGED BY:

The World Retail Congress Innovation Fellowship was launched in 2017 to recognise disruptors at the very highest level, who have radically reshaped retail across the spectrum – whether through their use of technology or execution of revolutionary business models.

Inspired by the Hall of Fame, the Fellowship is an exclusive award reserved for the very few who have dared to change the status quo in a way that few can achieve. Unlike the Hall of Fame, however, which requires a lifetime of service, the Fellowship is measured by the impact of the achievement rather than its duration. It recognises innovation that crosses national borders and transcends time to lay a path that future generations might follow. Empowered by technology, the Innovation Fellow has, in many ways, redefined the retail landscape forever.

2017’s inaugural Fellows are:

> Jose Neves Founder & CEO | Farfetch > Natalie Massenet Founder | Net-a-Porter > Mark Sebba Former CEO | Net-a-Porter

JOSE NEVES FOUNDER & CEO | FARFETCH

MARK SEBBA FORMER CEO | NET-A-PORTER

NATALIE MASSENET FOUNDER | NET-A-PORTER

RETAIL STUDY TOURExclusively curated for the Congress, the Retail Study Tour is an opportunity to explore and be inspired by new stores and experiences in the host city. The Congress hosted two tours in Dubai, both before and after the main event, visiting a variety retail destinations including malls, outlets, galleries, pop-ups and food carts – from Boxpark to Ski Dubai.

LEADERSHIPPROGRAMMEThe Leadership Programme was designed for the elite leaders of the world’s global retail brands. It provided a unique and unrivalled opportunity to join and spend time with other CEOs over the course of the Congress, offering private workshops and sessions in an intimate environment. These included exclusive research from EY and Oxford Said University, as well as a talk by best-selling author Greg Hicks.

NETWORKING AT THE CONGRESSWorld Retail Congress provides a unique opportunity to meet and build relationships with key industry stakeholders from 55 countries around the world.

Relationships and connections are important, and the Congress reminds us of that… I like to be around smart people and there have been some great minds here, great thinkers here.

Marty Wikstrom FOUNDER | ATELIER FUND

World Retail Congress was really inspiring and has given me a boost to push my brand and move it forward internationally.Nazim Alim CO-FOUNDER | AAB

The World Retail Congress really brings together people and key industry players that you can’t meet anywhere else. The 2017 Congress has raised the bar again from last year. On a global scale, the congress is the event to come to as a retailer.

Ray Clacher CEO | TRINITY GROUP

It’s been such a positive experience, meeting interesting people and listening to insightful talks.

Effa Al Dabbagh SENIOR EXECUTIVE UAE | SALT FASHION

Being together with retailers from around the world gives you a perspective on how global retail is really evolving. The pick and mix of ideas here was such a tremendous experience.

Stephan Fanderl CEO | KARSTADT

Truly the most eye-opening, insightful and engaging conference that I have ever attended in the retail realm.Catherine Mahugu FOUNDER | SOKO

ATTENDEETESTIMONIALS

It has been a very inspiring event in terms of presentations and organisation, and I learned a lot within the fields that I am involved with.Laurent Houlier EXPORT DIRECTOR | REGATTA

THANKS TO OUR SPONSORS & PARTNERS

GET IN TOUCHSEE YOU NEXT YEAR:WORLD RETAIL CONGRESS17-19 APRIL 2018MARRIOTT AUDITORIUM, MADRID

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