One member of the ACRS team attended day 1 of the Online Retailer Conference and eCommerce Expo. It was a very future focused and inspiring day, full of great presenters and interesting exhibitions. This presentation highlights a number of sessions attended.

1. Online Retailer Conference & eCommerce Expo
Hordern Pavilion Sydney
July 2015

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Conference Details
Online Retailer Conference & eCommerce Expo
Conference and Expo: 22-23 July 2015
Hodern Pavilion Sydney
http://www.onlineretailer.com/
Online Retailer brings the Australasian industry together, people and businesses in retail that
innovate and disrupt. People attend Online Retailer to connect not only with their peers but also with
competitors and vendors, it is a forum where new connections are made, old ones renewed and
collaboration discussed. Online Retailer inspires individuals and teams. It is the one event in the year
where retailers take the time out of their busy schedules to attend and celebrate their wins. The event is for
pure players, and omnichannel retailers, for startups and established businesses. It is everything retail.”
One member of the ACRS team attended day 1 of the Online Retailer Conference and eCommerce Expo.
It was a very future focused and inspiring day, full of great presenters and interesting exhibitions. The
following pages highlight a number of sessions attended.
Online Retailer Conference and eCommerce Expo
Summary
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3. 3
Online Retailer Conference and eCommerce Expo
Summary
Conference Highlights – International Keynotes
Sustainably Agile: Building a Lasting Brand in the Hyperspeed New Retail Era
Andy Dunn, Founder and Executive Chairman, Bonobos
 As online retail matures, the brands of the future are emerging. You need to learn what it takes to be around for the
long haul.
 Learning how to adapt to the fast-paced digital environment ensures customers will love your proposition for
decades to come.
 Andy talked about how to successfully create a brand online and then offline, like his US clothing brand Bonobos
which went into Guideshops – small shops with one-on-one service to help customers decide what they want but do
not stock any Bonobos items.

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Conference Highlights – Presentation from the ACRS
Store & Technology Trends & Applications: The Store of Tomorrow
Dr. Violet Lazarevic, Research Consultant, ACRS, Monash Business School
 Understand the evolution of retail disruption and the physical store
 Brick is the new black: reimagine your stores
 Let’s get phygital: add digital technology to your store to deliver exceptional experiences
 Violet discussed how retailers that could provide a holistic experience for customers by providing or joining up experiences
were well placed in the future.
 Far from being the distant future, 3D printing, augmented and virtual reality are becoming a reality for retailers.
 Violet shared inspirational best practice examples from around the world who have started to uptake technology in new and
exciting ways to reimagine the physical store experience.
 Violet’s presentation was covered by an internet journalist, for more click: http://www.startupsmart.com.au/technology/monday-
03-august-2015-011-renee-thompson-brick-is-the-new-black-five-emerging-trends-in-online-retail/2015080315220.html
Online Retailer Conference and eCommerce Expo
Summary

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Conference Highlights – National Keynotes
Leveraging Customer Experience Management to Boost Your Retail Business
Mark Dougan, Managing Director ANZ, Frost & Sullivan
 How important a priority is customer experience management?
 What customer experience strategies are retailers adopting?
 What is current best practice in customer experience management?
 How can technology assist in maximizing the customer experience?
 Mark presented findings for a survey of Australian Retailers Association (ARA) members in June 2015 which looked at how
Australia’s multi-channel retailers are currently adopting customer experience management strategies.
 The four main elements of multi-channel customer experience management for retailers were outlined as: convenience,
consistency, recognition and personalisation.
 Consistency across different channels was key on elements such as pricing and service.
Online Retailer Conference and eCommerce Expo
Summary

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Conference Highlights – Other Presentations
In-Store Experience Track – Jodie Fox, Co-Founder, Shoes of Prey
 Use stores to satisfy customer’s need for a physical connection to your brand
 Add in-store technologies to allow your customers to customise their products
 Understand the friction points your customers are experiencing to let innovation happen
 Jodie gave a very insightful presentation around how a fully customised and built to order product can still be showcased in-
store, allowing customers to feel the product and experience the brand in a more tangible and memorable way.
In-Store Experience Track – Elizabeth Arnold, Director of Omnichannel Customer Experience, Luxottica Retail
 Add a digital dashboard display to drive foot traffic in-store
 Understand your customer’s journey to improve the in-store experience
 Match customers expectation in-store and online
 Elizabeth presented an interesting journey from OPSM in trialing different technology solutions in-store to enhance
customer experience. OPSM found that at times less is more and that customer understanding was needed for technology
to assist rather than hinder the customer in-store.
Online Retailer Conference and eCommerce Expo
Summary

7. ACRS
Department of Marketing
Monash Business School
Level 6, Building S
26 Sir John Monash Drive
Caulfield East, VIC 3145
T. +61 3 9903 1124
E. acrs@monash.edu
W. monash.edu/acrs
Online Retailer Conference and eCommerce Expo
Summary

8. Presentation summaries are sourced from
http://www.onlineretailer.com/
http://www.startupsmart.com.au/technology/monday-03-august-2015-011-renee-thompson-brick-is-
the-new-black-five-emerging-trends-in-online-retail/2015080315220.html
Cover image sourced from Pixabay, Free for commercial use / No attribution required
(https://pixabay.com/en/finger-touch-hand-structure-769300/)
eCommerce Conference and Expo Summary