Monday
STRIVING FOR PERFECTION
In any industry, the quest for perfection is a long, arduous road. In duty free and travel retail, the pursuit is especially challenging. The industry in Asia Pacific has made huge leaps forward in recent years and is now duty free’s leading region by market share, and yet the growing sophistication of the customer base means that fresh thinking is vital if the industry is to move a step closer to perfection.
This year’s edition of the TFWA Asia Pacific Conference 2013, themed Striving for Perfection, explored how new approaches in key areas of retail are enabling operators and brands to engage the travelling consumer more effectively.
Morning Plenary
Cassia Conference Hall, Level 3, Marina Bay Sands Expo & Convention Center
The morning plenary session set the duty free and travel retail sector within a broad Asian context thanks to contributions from four high-level speakers from within and beyond the industry, providing a fascinating contextual backdrop for the industry-focused workshops to follow.
Erik Juul-Mortensen, President, TFWA
In his state of the industry address, TFWA President Erik Juul-Mortensen explored how the Asia Pacific market has emerged as the industry leader, and analysed how changes to customer behaviour will shape its future.
Download Erik Juul-Mortensen's presentation (10 Mb - pdf)
Sunil Tuli, President, APTRA and Managing Director (Duty Free & Travel Retail), King Power Group (HK)
APTRA President Sunil Tuli updated delegates on the challenges to growth faced by the regional industry today, and how industry associations are working together to drive the business forward.
Download Sunil Tuli's presentation (1,2 Mb - pdf)
Dr Mahathir bin Mohamad, Fourth Prime Minister of Malaysia
The keynote address at this year’s Conference was provided by one of Asia’s most respected statesmen: Dr Mahathir bin Mohamad, former Prime Minister of Malaysia and the country’s longest-serving leader. Dr Mahathir discussed the challenges he overcame in helping position Malaysia as a leading economy in South-East Asia, and looked at the geopolitical challenges ahead for Asian economies in a multi-polar world.
Gilbert Ghostine, President Asia Pacific, Diageo
Gilbert Ghostine provided a perspective from the world’s leading premium drinks company and owner of some of travel retail’s biggest brands. He addressed the challenges of doing business in Asia Pacific and the importance of building a strong reputation for any successful and sustainable business.
Download Gilbert Ghostine's presentation (1,7 Mb - pdf)
Dr Fan Gang, Director, China National Economic Research Institute and Chairman, China Reform Foundation
As one of China’s leading economists, Fan Gang is well placed to assess how the recent leadership changes in China will influence the country’s future direction. As part of his analysis he looked at future demand for luxury goods among Chinese shoppers, and at the influence of exchange rates on consumer trends.
Moderator:
John Rimmer, Conference Research & External Affairs Director, TFWA
Trevor Lai, Presenter « Thoughtful China »
Workshop A: Perfect Journey
Cassia Conference Hall, Level 3, Marina Bay Sands Expo & Convention Center
Despite the undoubted progress made in creating more attractive travel retail environments, current penetration rates across the world leave plenty of room for improvement. For too many travellers, shopping while travelling is an afterthought rather than a “must”. How can airports, retailers and brands ensure that retail is an essential component of the “perfect journey”?
This session explored how terminal layout, store design, retail branding and out-of-store promotions can “interrupt” the travelling consumer, delighting and surprising them in order to encourage footfall and, ultimately, sales. Our panelists also looked at means to communicate more effectively at various stages of the traveller’s journey, from planning the trip to their arrival at destination.
Downloads:
Lorenzo C. Formoso's presentation (12 Mb - pdf)
Faizah Khairuddin's presentation (10 Mb - pdf)
Ian Taylor's presentation (1,5 Mb - pdf)
Lorenzo C. Formoso, Chief Operating Officer, Duty Free Philippines
Faizah Khairuddin, Senior General Manager of Commercial Services, Malaysia Airports Holding Berhad
Ian Taylor, Global Marketing Manager, William Grant & Sons
Moderator:
Dermot Davitt, Vice Chairman and Editorial Director, The Moodie Report
Workshop B: Perfect Pitch
Begonia Conference Hall, Level 3, Marina Bay Sands Expo & Convention Center
In an industry such as duty free and travel retail, where success depends on the involvement of a number of different stakeholders, solid partnerships are essential. This workshop assessed how closer cooperation between different parties can enhance the retail proposition for the customer – resulting in the “perfect pitch”.
What new approaches are airports and retailers adopting in order to work together more effectively? What are the keys to an effective, durable partnership between travel retail stakeholders? These and other questions were discussed in a session designed to explore the power of partnership.
Downloads:
Monet S. Aluquin's presentation (4,9 Mb - pdf)
Steffen Brandt's presentation (722 Kb - pdf)
Eva Yu's presentation (3,8 Mb - pdf)
Monet S. Aluquin, Assistant Vice President, Airside Concessions Division, Changi Airport Group
Steffen Brandt, Chief Executive Officer, Heinemann Asia Pacific Pte Ltd
Eva Yu, Managing Director, L’Oréal Luxe Travel Retail Asia Pacific
Moderator:
John Sutcliffe, Travel Retail Advisor
TFWA Industry Association Working Lunch
Begonia Meeting Room, Level 3, Marina Bay Sands Expo & Convention Center
By invitation only – Not open to the Press
This working lunch will provide industry stakeholders with an opportunity to discuss regulatory and other issues facing the industry in Asia Pacific and beyond. Senior representatives from industry associations will give an update on progress and on the likely next steps regarding various challenges to the regional and global business.
Erik Juul-Mortensen, President, Tax Free World Association
Sunil Tuli, President, Asia Pacific Travel Retail Association and Managing Director (Duty Free and Travel Retail) King Power Group (Hong Kong)
Sarah Branquinho, President ETRC & Business Relations & External Affairs Director, World Duty Free Group
Sean Staunton, Vice President – Operations, Dubai Duty Free and President, Middle East Duty Free Association
Moderator:
Michael Barrett, Executive Officer, Asia Pacific Travel Retail Association
Workshop C: e-Perfect
Cassia Conference Hall, Level 3, Marina Bay Sands Expo & Convention Center
For premium brands and the retailers that sell them, digital and social media offer rich marketing possibilities, and are increasingly the first point of contact with the travelling consumer. However, a poorly-managed online presence can do more harm than good. How can the duty free and travel retail industry harness social media to best effect, and what are the traps to avoid?
The e-Perfect workshop featured contributions from social media experts and from travel retail companies with wide experience in online marketing.
Downloads:
John McDonnell's presentation (3 Mb - pdf)
Stephenie Rodriguez' presentation (2,4 Mb - pdf)
Jens Thraenhart's presentation (5 Mb - pdf)
Sang J. Ahn's presentation (1,4 Mb - pdf)
John McDonnell, President, International and Chief Operating Officer, Patrón Spirits International
Stephenie Rodriguez, CEO, Sticki Digital Media
Jens Thraenhart, Co-Founder, Dragon Trail
Sang J. Ahn, Head of Consulting, Incheon International Airport Corporation
Moderator:
Amanda Felix, Publisher, Duty-Free News International
Workshop D: Perfection Personified
Begonia Conference Hall, Level 3, Marina Bay Sands Expo & Convention Center
In any retail business, the “human touch” can be the difference between a “sale” or a “fail”. In an industry as diverse as travel retail, in which the customer base and its expectations are uniquely varied, the interaction between customer and staff is central to success.
The Perfection Personified workshop explored how fresh approaches to staff training and human resources programmes are ensuring that the industry’s ambassadors on the shop floor or inflight have the tools not just to serve each customer effectively, but to ensure that the customer comes back and spends again.
Downloads:
Rachael Green's presentation (6,4 Mb - pdf)
John Garner's presentation (1,6 Mb - pdf)
Andrew Gardiner's presentation (1,5 Mb - pdf)
Trevor Lee's presentation (1,2 Mb - pdf)
Rachael Green, Recruitment & Employee Development Manager, Dubai Duty Free
John Garner, Group Deputy Chairman and President Asia Pacific, DFASS
Andrew Gardiner, General Manager Retail, Sydney Airport
Trevor Lee, Managing Director, TravConsult
Moderator:
Doug Newhouse, Editorial Director, Travel Retail Business
Closing Plenary
Cassia Conference Hall, Level 3, Marina Bay Sands Expo & Convention Center
The closing session of the conference provided two powerful perspectives on today’s travelling consumers, and on the challenges the industry faces to better serve them.
In order to help its members better understand why so many travellers continue to avoid purchasing in duty free and travel retail stores, TFWA recently commissioned a global study on “non-shoppers” from industry research specialist Counter Intelligence Retail. The results make fascinating reading and offer real insight into the steps landlords, retailers and brands need to take to improve penetration rates.
Counter Intelligence Retail Managing Director Garry Stasiulevicuis presented highlights of the report plus conclusions on the main barriers to purchase among today’s travelling consumers.
Download Garry Stasiulevicuis' presentation (985 Kb - pdf)
Highlights from another absorbing and topical report completed the session. Global Reach of China Luxury is a study published earlier this year by accounting network and consultant KPMG on the growing importance of the travelling Chinese consumer to premium brands worldwide. KPMG Principal Business Development Anson Bailey discussed the findings of the report, which features case studies from a number of key suppliers.
Download Anson Bailey's presentation (2,6 Mb - pdf)
Together these two reports provided a compelling finish to a busy day of insight and debate.
Moderated by:
John Rimmer, Conference, Research & External Affairs Director, TFWA
Trevor Lai, Presenter « Thoughtful China »
