Welcome to World Retail Congress 2016

CONGRESS

GUIDE12-14 APRIL 2016 MADINAT JUMEIRAH | DUBAI WELCOME TO WORLD RETAIL CONGRESS 2016

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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 [email protected]

/03 EDITORIAL EDITORIAL

Do you feel more in the spotlight because THE TOP 5 ISSUES 60% of consumers using That will impact retail social media? as ranked by retail CEOs CUSTOMER LOYATY 5.6 89% ONLINE CHANNEL GROWTH 5.2 39%

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 as relatively open and favouring the internationalisation of retailing. This result mirrors those of the Global Retail OUR GLOBAL INDEX REVEALS Index of the past four years. Notable trends in 2016 include a higher positive sentiment for future growth in North America, India, and REGIONAL DIVIDE IN GROWTH Iran. Conversely, Central and South America, Africa, and Central and Eastern Europe had low expectations of PROSPECTS FOR RETAILING 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. Sentiment Index; of which also improved from 2015 (50% expected an increase) to shift in focus toward digital sales channels. Produced with Australia’s Monash Business School 59% were chairman, CEO, 2016 (73% expecting an increase). RETAIL CEOs THINK 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

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

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

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 10 EDITIONS DNA FOR NEXT GEN 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 Retail CEO, has examined the skills of for the report was that the experience of summoned the courage to strip right down, and we current and next generation retail leaders aspiring retail CEOs is still not broad and questioned whether they have all the enough, meaning they may have problems skills needed to drive retail forwards. acting as change agents for their all took a good look, I felt renewed. Like the weight Commissioned by Green Park and the 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, over 100 senior global retailers. worked across multiple disciplines, an CHAIRMAN | WORLD RETAIL CONGRESS As part of this, the report identified overwhelming (88%) answered yes. and my future path was clear. I had uncovered who 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 (£1bn or more revenue). The percentage of themselves around, compared with the Since its launch, the I truly was and laid bare my full potential. When the selected aspiring CEOs who will come incumbents. The number in the sample World Retail Congress has up through experience in store operations who have spent their careers within just grown to become a powerful will fall markedly to 21% (compared with one business has fallen markedly to 17% it began, I was a business. When it was complete, 31% in the current UK CEO sample), with a (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 help discuss and shape the Don’t miss this revealing presentation. 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

CONSUMER EXPERIENCE STREAM A STREAM B STREAM C STREAM D DAY 2 PLENARY ROOM – INTERNATIONAL CONSUMER INNOVATION AND HOW TO ENGAGE CUSTOMER EXPERIENCE EXPANSION/MOBILE ENGAGEMENT & DISRUPTION

19:00 NETWORKING RECEPTION HOSTED BY MAJID AL FUTTAIM (Invitation-only) Noir, Kempinski Hotel

10 / /11 WORLD RETAIL CONGRESS KEY 2 WRC Partners' Stand FLOOR PLAN 3 WRC Sales Stand 6 Al Maryah Central and Hudson Yards Mina A'Salam Hotel Entrance & 8 Majid Al Futtaim 10 Deloitte Registration 12 SES-imagotag 18 Global Rich Business Management 20 China Chainstore & Franchise Association 22 Magrabi 24 Gibam 26 Periscope™, a McKinsey Solution To F E 27 Planet Retail C or N t I A 28 WRC Organiser’s Oce R sland T 30 Manhattan Associates N E 32 Sonata Software 38 UKTI Boat Station 42 Savant Data System LLC 44 InMoment

Staircase 51 Intelligence Node 54 Symphony EYC 56 RetailNext 58 Ergonomic Solutions NO ACCESS Water Terrace 71 Engage Works TO CONGRESS Fountain MAJLIS FROM THIS Future Retail Challenge P ENTRANCE WC 2 S LENAR 6 8 10 12 T Reception & R PRE-FUNCTION B ENTRANCE ENTRANCE 3 A EAM Bar Escalator WAR Y Elevator JOHARAH BALLROOM - Catering, Exhibition & Streams , SPEAKERS 18 24 26 30 UPSTAIRS MURJAAN BALLROOM LOUNGE Elevator A 20 28 27 32 TO PRIVATE Staircase MEETING 22 D TION C ROOMS S

MEETING ROOMS ea 42 44 38 FOR DELOITTE, 52 51 vice A r STREAM B e r 54 56 MAJID AL FUTTAIM S INNOVATION LAB PRE-FUN C LEADERSHIP 71 & MAGRABI PROGRAMME 58 Bar & HOF STREAM D STREAM C

MAJLIS PRAYER PRAYER WC ROOM ROOM DAY THREE PROGRAMME DAY THREE PROGRAMME

22:30-24:00 AWARDS AFTER-PARTY Madinat Arena Water Terrace

14 / /15 reese remade v6.indd 1 Visit ibm.com/retailVisit and relevantand asyou be? can chain. How value can the IBM help you asresponsive become throughout and use cognitivecan to computing differentiate themselves withcustomers reasons over learns and time, you insight letting into turn action.Retailers of data, it types and all IBMunderstands virtually from Cognitive computing their competitors. from actoninformation to and analyze set them apart To changed. has dramatically retailers meet demand, collect, must quickly wayThe research, consumers interact services purchase and and goods Welcome to the cognitive era. IBM and its logo and ibm.com are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. See current list at ibm.com/trademark. Other product and service names might be trademarks of IBM or other companies. ©International Business Machines Corp. 2015. When yourWhen thinks, business you outthink. can out demand think

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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 Problems experienced by European shoppers going online to purchase challenge for retailers; however, it is clear that 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 f f a f t f s a t e r s o e t r s - o t n i s - f n o i f k o c a k l c a a l o t a e o t u d e u s d e s m i e t m g i t n i t g i n a i t i w a g w n o g L n o

shopping online L ence is far lower at Christmas than at other

times of the year. 46% 41%

e r o e t r s o t n i s s n i d o s o d g o o e g c r e u c o r s u r o o s r

o Damaged goods Incorrect goods e e t a e c t o a l c o o t l e o t m i e t m g i t n o g l n a o l e a k a e t k / a t o t / e o l t b e a l n b u a n e r u e e r w e f f w a f t f S a t S

20% 14% Tommy Hilfiger Jo Malone Solomon Lew s e s s a e h s c a r h u c p r u

p 74% of European FOUNDER AND PRINCIPAL DESIGNER | FOUNDER | JO MALONE LONDON, CHAIRMAN | PREMIER INVESTMENTS

’ ’ t ’ ec t l l o ec l C l o & C k & c i l k C c ‘ i l r C o ‘ f r e o r f o e t r s o t n i s a n i e r a a e r a ed t a ed c t i a d c e i d d e o d N o

UK: 50% DE: 44% SE: 33% N consumers would switch TOMMY HILFIGER JO LOVES LIMITED

r e d r r e o d r e o th e th ed c a ed l c p a l

p retailer as a result of a

r I I r e I t r f e a t f y l a n y o l t n u o b t , u e b l , b e a l l i b a a l v i a a r v a ge r n o ge l n o o l n o e r n e e r w e ) s w ( ) m s ( e t i m e t

i poor experience For 30 years, Tommy Hilfiger has Jo Malone has been described Solomon Lew is one of the

y y m y t m ha t t ha n t o i t n o i ec t l l o ec l c l o e r c o e f r e o b f e e b m e m ed ﬁ i t ed ﬁ i no t r e no l i r a e t l i e a R t e Retailers today must manage this shift online R brought classic, cool, American as an English ‘scent maverick’ biggest names in retail across

apparel to consumers around the and the woman responsible for Australasia with more than e r o e t r s o t e s v i t e v i na t r e na t l r a e t l n a a n m a o r m f o r m f e m th e th ect l l o ect l c l o o t c d o t a h d a I h o I s o with care to ensure both the online and in- s

, , e r , o e t r s o t s ed r r ed e r f r e e r f p e r y p m y t a m t k a c o k t c s o f t o s t f o ou t e r ou e e r w e ) s w ( ) m s ( e t m I e t store experiences meet customer expectations I world. Under Hilfiger’s guidance, creating some of the world’s 50 years’ experience. He is

The financial implications of correcting these

during this critical trading period. s. vision and leadership as most-loved fragrances. Originally now the Chairman of Premier

s m s e t m s e y t s s l y a s n l r a e n t r n i e t n n i o n s o d o s o d g o o e g rc e u o rc s u r o o s r

o 74% issues and processing the returned items/re- Principal Designer, The Tommy discovering an instinctual talent Investments Limited; Just

Would Switch e e t a e c t o a l c o o t l e o t m i e t m g i t n o g l n a o l e a k a e t k / a t o t / e o l t b e a l n b u a n e r u e e r w e f f w a f t f S a t S placements are huge. Addressing these issues Although ‘Click & Collect’ has yet to become Retailer Hilfiger Group has become one for creating scented products Group Limited; and Executive t 12 months. should be a priority for retailers. mainstream in Germany and Sweden, we ex- 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 performance is decreasing. As such, retailers range of American-inspired in 1994, which quickly gained he was Chairman, Director and feature of the over the la s market, as we have seen happena number of shoppe r apparel and accessories. cult status around the world. major shareholder of the Coles in the UK. must ensure that they have the capability and ’ , f r s

s Hilfiger introduced his first In 1999, Jo sold the business to Myer Group, which was then y e e e e

flexibility f built into their supply chains to meet e t t r e r e r I r a m a a s o o e t ec t o t t e r d signature collection in 1985 Estee Lauder Companies and the largest retail conglomerate l a t

t customers’ expectations. To carry out online t l f o c o c h s e s c ha t m e s y n s by modernising button-down remained Creative Director until in Australia with more than r 23% of European Christmas r fulfillment profitably, retailers must think hard v o l o l y a i o ed s u l s i l s t n t p

n r s a about the configuration of their supply chain

d shirts, chinos, and other time- she left in 2006. In November 160,000 employees and sales e t e t o - shoppers plan to use ‘Click & i e k & C o f ed th e o r n m m n r na t

t o c o i andi will need to become much smarter about c e i

e honoured classics with updated 2011, five years after leaving the of AUD$45 billion. Premier e u l r t ec t t a Collect’ services more in 2016 f i

l l l C l n g t g t how e g they use their key assets of staff, stores , b The importance of excellent service, togetherp fits and details. The business has Jo Malone brand, she launched is a listed company on the

n n c y p r ‘

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with good value and flexibility in deliveryb e c

a grown from a single menswear her new brand Jo Loves, to Australian Securities Exchange o a t m r s o l e f i m a o intelligent way. The journey will be a difficult r d e a l

options, cannot be underestimated. The e a l f r s

o collection in 1985 to a global global anticipation and in and includes amongst its o k a k k e r v a o t o a l o a Christmas Customer Pulse report indicates one,a requiring a much more sophisticated

o c lifestyle brand achieving over 2013 opened the first store in investments full ownership of t e b e t n s m f and complex operation supported by robust 23% that customers are demanding even greater u ge r a f s o / t o / t US $6.7 billion in retail sales in London’s Belgravia. Bottling Just Group, a specialty retailer a i rc e g n

e planning and intelligent fulfillment execution. u flexibility and convenience when it comes to s d o r ed m e t e t o e l l 2014. There are more than 1,400 her undeniable desire to create with seven brands and more than

ﬁ This will be the key battleground for retailers b b i o l

the delivery of orders, yet almost one third of m ect th e i r s l a a

l Tommy Hilfiger stores in over beautiful and unexpected 1000 stores in Australia, New ed a o n n e ou t o

t globally in the next five years. o

online shoppers experienced problems withe n r g t a r e r no t n

c 115 countries on five continents. fragrances, pioneering new Zealand, the United Kingdom, e e u e u i i o c e

their order fulfillment. t r r l i i e e ) w a e d

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o I h luxury, creativity and innovation. S S

L s

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+). /19 RETAIL INSIGHT FAQs

UNDERSTANDING GLOBAL FUTURE VITAL FOR YOUR CUSTOMER IS 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 / /21 SPONSORS & 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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/23 WORLD RETAIL CONGRESS RETURNS TO DUBAI APRIL 2017

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