A presentation by Garry Connell from the RetailOasis Big Breakfast - talking about his time in New York City - his key observations from our Retail Tour and the National Retail Federation Big Breakfast.

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PIPPAGarry Connell, Director + CEO
Trak
RetailOasisBigBreakfast

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What I saw and learnt
in New York. Jan, 2018

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Who am I and what is TSHR?
u Recruitment from $50k to CEO
u Sydney & Melbourne
u Established 1995
u Focus is Retail & Fashion
u HR Consulting – onboarding, exit interviews,
psychological assessment, Learning &
Development , salary benchmarking

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New York in January

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3 days of walking to store after store!

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7. 7
Shadowbox, Daniel Glazer 32 Finance guy, professional fighters, 50/50 M/F, $35, pack 50 @$1500
5 by 7days by 40 just opened 2nd, looking for 3rd

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6 stores with a great experience
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

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6 stores with a great experience
u Story telling, education, authenticity, customisation and participation
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

10. 10
6 stores with a great experience
u Story telling, education, authenticity, customisation and participation
u Theatre, attention grabbing, FOMO
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

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6 stores with a great experience
u Story telling, education, authenticity, customisation and participation
u Theatre, attention grabbing, FOMO
u A sense of purpose, community, localisation
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

12. 12
6 stores with a great experience
u Story telling, education, authenticity, customisation and participation
u Theatre, attention grabbing, FOMO
u A sense of purpose, community, localisation
• What really made my good experience?
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

13. 13
6 stores with a great experience
u Story telling, education, authenticity, customisation and participation
u Theatre, attention grabbing, FOMO
u A sense of purpose, community, localisation
• What really made my good experience?
• The people and the culture…… Happy staff = Happy customers.
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

14. 14
6 stores with a great experience
u Story telling, education, authenticity, customisation and participation
u Theatre, attention grabbing, FOMO
u A sense of purpose, community, localisation
• What really made my good experience?
• The people and the culture…… Happy staff = Happy customers.
• It’s the people on your front line that create your bottom line.
My litmus test, did I feel better…..? Why?
Did I have a good experience?
Number one. Ingredient

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Brooklyn, all 470
store unique.

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Gotham Greens
2000 sq. m climate controlled hydroponic
greenhouse only 5% of water ,conventional
leafy greens, herbs, tomatoes instore &
restaurants

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More than 100
specialty products
less than 10miles

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And one more pic that caught my eye

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And one more pic that caught my eye

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And one more pic that caught my eye

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Eat
2010, (4,600 m2), 300 staff, described grocery store with tasting rooms, Think Disneyland
Italian food, one of finest & most authentic Italian experiences to be had in NYC.

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Cook books, cooking classes, Alessi kitchen ware, coffee, gelato, pastries,
a Nutella bar, rooftop bar with micro beer brewery, all kinds of cheeses,
oils, pasta, meats, seafoods, bread…. You Name it, fresh, quality, a story,
educational, and a smile. Eataly

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5th ave, 750 sq m in 1913 Scribner, $140m 1st meditation space -
Mindfulosophy - a destination place - relax & reboot. provides busy, stressed-
out folk with zen pods where they can settle into comfortable cushions, put on
pair headphones, tune in to one of 12 different self-guided meditations.

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NIKE – like only you can make it
Destination for designing, personalizing,
customizing. Book 45 min design assist.

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Supermoon Bakehouse 30 Melbourne Ry Stephen Catering
$200 iridescent boxes 12 varieties

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The
“Cruffin”
A croissant baked like a muffin Also donuts made
brioche dough, creamy fillings, edible decorations/

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NRF Top 27 shaping retail
Michael Lastoria –
Employee welfare, fulltime & >
$2p.hour above min.
1) tribe 1st 2) Little 3) Clean Eats
2) 4) Cultivating Creativity - use
pizza as excuse to make art.
Customisation & personalization is
critical.
& - diversity, unity, connectiveness
First 126, first 26.

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NRF 35,000… 16 speakers, 3 days
4 quotes
u “Sales associate won’t be
replaced by robots, but the
amount of data and analytics
info that they will have will
enable them to service
customers so much better”
Karen Katz, CEO Neiman Marcus
. all 45000 staff iPhone with the employee app.

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Artificial Intelligence is everywhere but……
Tori Townes- Whitley-VP Microsoft

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Walmart CEO Doug McMillon
u The person who ultimately decides whether
we’re here or not is the customer ……. they
make choices about price, assortment and
experience.
Everybodyhereknowsthat
[retail]isapeoplebusiness.The
waycustomersfeelwhenthey
leaveyourstore,website,orapp
determineshowfastthey’re
goingtocomeback.There’sa
pieceofhumanityherethat
matters,”hesaid

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Walmart CEO Doug McMillon
u The person who ultimately decides whether
we’re here or not is the customer ……. they
make choices about price, assortment and
experience.
u We want the people who are on the frontlines
interacting with customers to know how much
we care about them. The bet we’re making in
the long-term is that our people will ultimately
be the way we win.
Everybodyhereknowsthat
[retail]isapeoplebusiness.The
waycustomersfeelwhenthey
leaveyourstore,website,orapp
determineshowfastthey’re
goingtocomeback.There’sa
pieceofhumanityherethat
matters,”hesaid

32. 32
Walmart CEO Doug McMillon
u The person who ultimately decides whether
we’re here or not is the customer ……. they
make choices about price, assortment and
experience.
u We want the people who are on the frontlines
interacting with customers to know how much
we care about them. The bet we’re making in
the long-term is that our people will ultimately
be the way we win.
u Everybody here knows that retail is a people
business. The way customers feel when they
leave your store, website, or app determines
how fast they’re going to come back.
Everybodyhereknowsthat
[retail]isapeoplebusiness.The
waycustomersfeelwhenthey
leaveyourstore,website,orapp
determineshowfastthey’re
goingtocomeback.There’sa
pieceofhumanityherethat
matters,”hesaid

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“Switching off” with Arianna Huffington
u “switching off” from smartphones, email and social
media from time to time.
Founder of Huffington Post
Thrive Global – health & wellness
Forbes 52 Most Powerful Women

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“Switching off” with Arianna Huffington
u “switching off” from smartphones, email and social
media from time to time.
u “We take better care of our smartphones than
ourselves. We get so used to running on empty it’s the
new normal,”
Founder of Huffington Post
Thrive Global – health & wellness
Forbes 52 Most Powerful Women

35. 35
“Switching off” with Arianna Huffington
u “switching off” from smartphones, email and social
media from time to time.
u “We take better care of our smartphones than
ourselves. We get so used to running on empty it’s the
new normal,”
u launched an app that enables users to recognise how
much time they spend on social media.
Founder of Huffington Post
Thrive Global – health & wellness
Forbes 52 Most Powerful Women

36. 36
“Switching off” with Arianna Huffington
u “switching off” from smartphones, email and social
media from time to time.
u “We take better care of our smartphones than
ourselves. We get so used to running on empty it’s the
new normal,”
u launched an app that enables users to recognise how
much time they spend on social media.
u Time for bed
Founder of Huffington Post
Thrive Global – health & wellness
Forbes 52 Most Powerful Women

37. Thank You
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