CONSUMER &RETAIL

INSIGHTS

OMNI-CHANNEL &
eRETAIL

DEMO ZONE

APRIL 29 & 30, 2016, HOTEL HYATT REGENCY, GURGAON

NOTHING THAT
MATTERS IS EASY

Performance in Retail or eRetail is

a matter of balancing skills and
aggression. Ideally, you should have
both but if you dont, master one.

The pace of Retail has changed irrevocably, thanks to

the mechanics of eRetail. It is pass for an
organisation to survive 5 years, let alone 50 if you
have a competitive advantage at one point in time;
growth in Retail or eRetail isn't a one-time
phenomenon anymore; rather, it can only get you so
far in today's world. The real need for Retail and
eRetail industry is to be constantly evolutionary-a
capacity to innovate everyday, change as fast as
change itself; to change before a crisis breaks or you
become the primitive world. It's about creating the
organisational, cultural and technological
underpinnings for ongoing success and innovation.
The performance in Retail or eRetail is a matter of

balancing skills and aggression. Ideally, you should

have both or else master one.
It is time to adapt to the new game and new rules in
the dynamic world of consumerism. One would be
living in a fool's world to believe people are not buying
anymore, what is important is to be able to forecast
what and how are they really consuming. This is what
the adaption is all about. How is it going to happen in
your business is the key.
Firstly, it calls for collaboration: every Retailer and
eRetailer is sitting on unique opportunities that are
different from their own world. There are people out
there who are both ahead and down the learning curve
than oneself who can maximise your great internal
brains trust. Indian Retail and eRetail Congress 2016
is a platform which inspires you to think fresh and
think big on one hand and would validate your Startup
plans, both for your new and existing business on the
other hand. Starting-up is good, but Starting Right is
better. In the end, whatever you implement, it is
important to remember that business is a delicate
balance between larger-than-life vision and real-time
cash flows.

Gaurav Marya,
Chairman, Franchise India

Competing at the Speed of Retail

Due to globalisation, technology and easy
access, power has been vested to the
consumer, and the retail industry has
become a truly volatile one.
Customer insights are at the heart of every
great innovation and that is where Indian
Retail and eRetail Congress will have leaders
of global & Indian retail and eRetail
enterprises provide valuable insights about
how to reach consumers is to put together a
conceptual framework that can turn any
Retail business professional or an

WHO
SHOULD
ATTEND
The Indian Retail Congress 2016 is a C-level
exclusive dialogue which examines key
macro-economic and consumer trends and
explores innovative strategies for growth and
development in the sector. This forum is at the
forefront of Indian retail and offers invaluable
insights to CEOs, Presidents, CXOs, SVPs/
EVPs/ VPs and directors and vision for the
year ahead guiding you and your business
through 2016.
The Retail theatre will be highly useful for
CXOs and VP level people managing the
functions of
Stores e-Retail IT Operations
Marketing Customer Experience
Supply Chain Management

entrepreneur or Brand owner to be a trend

watcher and take latest innovations from
inspiration to execution.
The Congress will examine how eCommerce
is re-writing traditional retail practices and
implementation of new ones that will shape
retail Indian retailings new distribution. call
it multi-channel. Omni-channels everychannel ... the fact is, today retailers need to
fully understand and integrate ALL channels
and ALL payment methods. This is Indias
only event that brings its ALL together.

WHY
ATTEND
To develop the essential elements of the
optimal customer experience and rank them
based on current market trends
Multichannel Leveraging both digital and
physical channels to accelerate the
business strategy
Retail Technology Imperatives - Business
solutions that drive and support Top-line
growth
Harnessing the benefits of technology,
systems and infrastructure to drive
strategic business-wide benefits
Building retail brands & customer loyalty

BY THE

A WINDOW INTO
THE CONSUMER'S MIND

CONSUMER
FOR
THE CONSUMER
TO THE
CONSUMER

INSIGHTS INTO THE EVOLUTION OF CONSUMER

THINKING
Demands of the rapidly evolving customer have flipped 180-degree
and he's recognising brands smartly.
Welcome the consumer of the future
Why customers buy?
The future is embedded in the present: Understand the
psychology of retail

OUT WITH OMNI-CHANNEL, IN WITH

PERSONALISATION AND CUSTOMER CENTRICITY

MOBILE
USERS

DESKTOP
/ LAPTOP

11%

Prefer to buy on
tablet / smartphone

Shoppers don't think in vertical, channel-specific silos, and neither

should retailers! Customers don't shop channels, they shop brands!
Yes, they hate being told what to buy and love being informed what is
there for them.
What are customers looking for?
How can you facilitate a customer-centric company culture and
what impact does this have on loyalty and ROI?
How can customer insights be used to create more personalised
experiences and what impact does this have on conversion rates?
What does perfect personalisation look like?

BRICK
& MORTAR

44%

Prefer to buy on
a desktop or laptop

vs

45%

Would prefer
physical stores

HOW TO BE ABLE
TO GIVE CONSUMERS

WHAT THEY WANT

Finding the Consumers WHY!

Regardless of Type, Shoppers Want a

CUSTOMER EXPERIENCE

Personalised In-Store Experience

Optimise Your Human Connection

Millennial those born roughly between 1978 and 1995 are
already profoundly shaping the consumer experience. In fact, by
2017, it's estimated that this group will have more spending power
than any other generation. Whether it is technology or people who
sell your products, making your customer (your guest) feel special
has never been more important.
Voice Of Customer (VOC) The Must Have strategy, but it can
be seen many times as disjointed and fragmented

ENGAGING WITH YOUR

CONSUMER
Shopping is Social. 21st century consumers give away more
information about themselves than ever before, particularly on
social media and highly visible places all over the Web, and these
conversations are playing a role in their purchasing decisions.
He'd leverage social media to drive word of mouth and before
retailers could realise, make brands unworthy of the chase.
Are you communicating enough with your customer across
marketing, advertising and social media?
Is context more important than content?
What goes in the making of a Cool Brand?

46 %

75%

of shoppers will buy

more from a retailer
that personalises the
shopping experience

of retailers believe that

developing a more engaging
in-store customer experience
will be critical to their business
in the next five years

Hello

1/2
X
per year

X per year

Customers who shop exclusively

in-store visit an average of 7.5
times a year, those who shop
online and browse a retailer an
average of three times a year

Customers prefer to be
acknowledged in-store
rather than via digital
channels

I CHANNEL

In today's fast paced environment none of us can afford to

stand still, we all have to adopt and adapt, and getting ideas
or views that make us challenge the way we currently
operate is gold. For some that will mean changing your
infrastructure model to serve the needs of today while
allowing for adaptation as things inevitably change. For
others, it's all about managing new risks while keeping up
with changing customer expectations.

WHO IS DOING WHAT DIFFERENTLY AND WHY

DOES IT WORK?
Young start-ups to established brands, all are pivoting their
business models to become a blend of universal appeal and
local roots. The Congress is dedicated to shaking up your
thinking.
What makes todays cool brands?
How to expand by aligning with an attribute VS. a product?
Pivot Forward: Does your brand have the magic element?

INNOVATION

ERETAIL & O
MN

DISRUPTION
+INNOVATION

TRANSFORMING
FOR SUCCESS

HOW OFTEN DO YOU

SHOP ONLINE?

TACKLING A HIGH PERFORMANCE

CULTURE
If you have already exhausted growth from the
internal brains, then confirmation on your new
approach would need you to either build
innovation from within or build a more agile
organisation that can keep pace with the change
brought by Omni-channel, mobile commerce
and social media. Celebrating initiative, speed
and daring in the team is not a one-time thing;
rather, it's about creating the organisational,
cultural and technological underpinnings for
ongoing success and innovation. Investments in
innovation programs quadrupled since 2012,
even though 70 per cent of change efforts fail.

THE FUTURE IS NOW

Re-building the store where experience is at its
best.
Traditional idea of brick-and-mortar is dead
Back-of-house technology and physical stores
- A desired marriage
Stores will become more responsive like
eCommerce

4-6 times
per year

12%

7-12 times
per year

20%
1-3 times
per year
Never

6%
1%

5%
More than
2 times
per week

40%
16%
1-2 times
per week

62% OF CONSUMERS SAY THEY SHOP ONLINE AT LEAST ONCE IN PER MONTH

1-2 times
per month

P
U
G
N
I
L
A
C
S

GROWTH STRATEGIES
There are certain reasons that differentiate a start-up from an
established brand. As businesses now revolve around investment
and consumers, getting the scaling up strategy right is the new game
changer in Retail. Whether it is acquiring the investment capital and
experts on board or defining the social media strategy, these tools are
a sure shot success strategy for many brands.

BRAND LICENSING

12%
Brand Licensing industry
growing at 12 per cent
per annum

80%

Character
Licensing
contribution to

Rs1500 Cr
BL industry of India

There is a big consumption shift happening in India; where people

are building higher affinity towards the brand. Earlier, when Indians
spent a dollar, they wanted a dollar and a fifty in return - of quality.
Now if they spend a dollar, they want a dollar in return with the
'name' being the reason they buy. The 'brand' is becoming a key
factor in decision-making. Up until a few years ago, no one could
have ever thought of brands as assets - they were just a
differentiating factor. With changing times, the role of brands has
changed. Brand Licensing is a concept that leverages the brand's
properties across new products lines under brand's direction and
vitality. In India, we have seen many big brands die with time
because they were not able to keep up with the changing preferences
of the consumers.
The question is how should brands adopt to changing times?
For brands, doing nothing is the riskiest option and hence, Brand
Licensing as new age growth strategy can do wonders with
proper execution.

FRANCHISING
Franchising is a powerful model that has a proven history of
helping business owners and individuals to realise their dreams.
As a result, it is important to have a good understanding of how
franchising works and what it will mean to your business operations
before you take that leap.

START-UP ECOSYSTEM

Start-ups in the B2C space: 59%

Start-ups in the B2B space: 37%
Start-ups in both B2B and B2C space: 4%
Start-ups by 2020: 11,500

A place where you can meet your investors and get the needed funding for
running the business. Our Pitch Room is designed to help you with everything,
from applying for bank loans to attracting investment from angel investors and
early-stage venture capitalists. It has become the most important meeting
place of the year for entrepreneurs, to take the next leap in their business and
radically improve their chances of receiving funds.

Start-up Kickoff is a platform where a start-up can pitch its business idea
and if the idea has all the success ingredients right, Entrepreneur Media
features it in the magazine and on the website. Every start-up has a story,
and we want to hear yours! This is your opportunity to have your story told
in the pages of Entrepreneur Magazine in India.

50%

GROWTH & CAPITAL

Start-ups
based out
of
Bangalore
&
Delhi NCR

$2.7

4th

MILLION

894

Total no of
deals in 2015

$4.9

BILLION
Investment
in start-ups

OVERALL
STATISTICS

70+ 85,000+
6%

73%

11,500+
Start-ups by 2020

FOCUS AREA OF STARTUPS

59% B2C

37% B2B

4% B2C/B2B

3/
4

C O N F E R E N C E
DAY 1 | Session 1
RETAIL ORGANISATION 2020: THE THINK TANK'S FORECAST
The Retail industry has undergone rapid changes in the last 20 years.
Retail business need to build change in their thinking, business
management, organisation, consumer delivery and growth.
The opening session will be a vision setting by the Think tank of
the Retail industry by reviewing
The Retail business of change Retail Vision 2020
How much do we know why people buy and is it enough
Trends to drive eCommerce strategy in 2016
How consumers have accepted different retail channels
What they are expecting from today's retailer
Session 2
CATCHING UP WITH THE CONSUMER
This session will bring insights from leading brands which have
built their business strategy around the customer and innovation
Peeping inside the millennial consumer mindset
Is there such a thing as a loyal customer? Do customers behave in
a consistent and measurable way?
What consumer wants: There has never been a higher premium on
newness
Pure-play eCommerce VS. Bricks & Mortar When and why does
customer prefer whom
Session 3
BUILDING COMPANY CULTURE FOR THE BRAVE NEW RETAIL WORLD
The session will explore how retailers are developing the optimal
company culture to create and drive forward successful organisations.
What type of organisation and leadership skills are needed in the
new retail landscape
Re-skilling teams for the digital today
Creating an ownership culture across the enterprise
How training workshops meet this gap
Session 4
OMNI-CHANNEL IS A MEANS TO AN END
Omni-channel is merely a tool for building connected relationships and
bridging the gap between physical and digital worlds and that is why
retailers and eRetailers need to master it.
Connecting online and offline customer buying behaviour
How changes in consumer use of mobile devices are shaping
online retail
How retailers are integrating the offline retail and online retail and
vice-versa
What challenges can be mended in an effort to design Omnichannel

Session 5
STORES ARE BACK AND WITH A VENGEANCE
This is a must-not-miss for everyone determined to keep their retail
spaces looking as new and fresh as possible with every possible
Innovation and inspiration brought out on what it takes to get the
customer to walk into your stores.
The future of the store: the changing role & the structure of the
store
Store as the new media and the role of branded
experiences
Stores as a brand entity dark stores and their economics
Session 6
THE START-UP MEGA SESSION
The start-ups are rocking the boat with ideas so crazy, they just might
work. These are the people who make you rethink what you thought you
knew about retail, impact and opening you up to new possibilities for
your customers, your business and your world. A mega panel with over
20 startups taking on the world with:
New business models and new channels
New product and service models such with momentous impact on
the industry
Direct to consumer - Brands going director to customer: Strategies,
challenges and opportunities

DAY 2| Session 1
MEET THE DISRUPTORS
Innovative eRetailer who are changing the equation and making the
Retail world enter into a new phase of consumption.
What should we fear, what can we learn from them?
How the disruption is giving birth to a new-age retailing?
What to invest to keep pace with this retail disruption?
How they ideated, what they thought, what they achieved?
Session 2
NEW-AGE CAPITAL, NEW-AGE COMPANIES:
A NEW AGE OF RETAIL MARKET
Power discussion with a panel of bankers, investment firms and
venture capitalists on which products, companies and technologies
they are investing capital into innovative business models.

BREAK
AWAY
SESSIONS

A G E N D A

Track A |Session 1
CREATING A CASHLESS SOCIETY - DISRUPTIVE TECHNOLOGY FOR
THE RETAIL PAYMENT SECTOR
The convenience and the payment service in new retail ecosystem can
change the way people buy and kill the cash as a currency of purchase
in years to come. How innovation is driving change in consumer
payments experience.
How retailers/eRetailers can benefit from payments innovation?
Case studies from around the world
What the future is looking like?
Omni-channel payments merchant readiness
Session 2
BIG ABILITY - SMALL DIMENSIONS
E-commerce is mobile-first. The focus is moving from the newness
of the mobile device to understand the impact on staff, stores and
services when the customer is holding a remote control for retail in
his hand.
What do customers really want funky apps, convenience and
packaging products to entice and delight?
Where is mobile investment delivering the greatest ROI?
How can Retailers train to support staff in their drive to mobilise the
on the ground workforce to enrich customer experience
Session 3
LOGISTICS & FULFILLMENT: PRODUCT IS WHERE IT NEEDS TO BE CLOSE TO THE CONSUMER
The New Storefront. The real challenge of operating in a multi-channel
platform is surely maintaining the logistics and last mile fulfilment.
How soon the product can be delivered intact to your customers can
make or break the retail experience.
Can turning the shop into the fulfilment centre be a possibility in
Indian retail?
Having a clear operating model where, how and with whom to
play
Building a returns strategy that creates loyalty and customer
satisfaction. Placing the customer at the centre of the supply chain
to create a continuous and agile supply chain evolution
Session 4
DATA-DRIVEN DECISION MAKING AND THE INTERNET OF THINGS IN
RETAIL
The re-shaping of technology in consumers' lives technology is moving
rapidly to link up consumer lives within the home and outside using
digital technology. It will revolutionise everything and we are only just
beginning to see the shape of the future. A panel of retailers and
experts share their insights.
How technology is now a necessity?
Knowledge sharing on using Big Data and IoT in serving consumers
in the best way
Online-offline integration
Providing seamless experience

TRACK B | SESSION 1
HOW TO BE A RESPONSIVE RETAILER?
The new rules of brand engagement to meet the needs of the
empowered consumer. Attendees will learn about new and breakthrough thinking around business collaboration models, harnessed
analytics, cutting-edge technologies that propel sustainable growth for
the Retailer and real time connect with customers.
How the leading retail brands have turned super-responsive to
customer?
How Omni-channel retailers must spot trends earlier and respond
to consumers faster with unique and engaging product?
How to leverage new sourcing relations and added new
technologies to improve inventory visibility, and drive more
revenue?
Session 2
DO CUSTOMERS BEHAVE IN A CONSISTENT AND MEASURABLE WAY?
Is loyalty still alive? The concept of loyal consumer has completely
changed. Just as the loyalty programs have become cardless, portable
and redemption have become multichannel now and even across
industries. In eCommerce, loyalty is very instantaneous, whereas you
can buy certain products today and earn cash back the next day. The
session is going to discuss the following points:
Is there such a thing as a loyal customer?
How to drive loyalty without a big burn rate
How to not discount and keep them seamless
Operational efficiency to meet new customer expectations and
drive profitability
Session 3
THE DEMOCRATISATION OF RETAIL THROUGH TECHNOLOGY
How large retail businesses, SME retailers, merchants and can improve
margins by implementing technological efficiencies that improve
productivity, add capability and play to their core strengths?
How to easily deploy highly advanced marketing, pricing, order
processing and fulfilment systems to compete with the largest and
most sophisticated retailers?
Session 4
GROWING FROM 20-50 UNITS AND BEYOND
GROWTH PARTNERSHIPS
The power of franchising!
How unit and multi-unit franchising for the franchisor
How does the support system for the Unit Franchisee VS. Multi-unit
Franchisee work
Areas of conflict between brand and franchisee and how to
overcome the challenges
Session 5
HOW TO WIN AT RETAIL WITH LICENSING
How changing consumerism is pushing retail innovation?
Tapping Gen Y through corporate brands
Maximising reach with digitisation of properties
Licensing niche brands & handling infringement in India

our events and

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GREEN INDIA 2016

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(Includes Conference Access, Exhibition Visit, Lunch &
Invitation to Awards followed by Dinner & Cocktails)
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(Includes one award nomination and networking
dinner)
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