Thousands of retailers and service providers descended on the Gold Coast last week, as Retail Fest 2022 more than made up for lost time during the pandemic.
Dominique Lamb, CEO of the National Retail Association and Bec Goulter, Director of Marketing & Events, were among the hundreds of expert speakers featured during the three-day conference.
Retail Fest kicked off with aplomb with a keynote speech from Martin Newman (the Consumer Champion, and recent guest on the Retail Smarts Podcast), on the topic of customer centricity and steering clear from thinking of customer service as a cost centre. Industry presentations on the state of ecommerce and trends we’re identifying (like an increase in customers shopping between 2pm and 5pm – a post-lunch break while working from home?) will help to inform the strategies of attendees going forward.
Over the next few days of the conference, it became very apparent that the rise of the conscious consumer is influencing how we do business, with an increasing focus on ensuring products are sustainably and ethically sourced, and the companies they purchase from are diverse and inclusive.
Bec Goulter spoke on the importance of actively seeking customer feedback, and implementing new strategies based on feedback, on the Customer Journey Panel, and interviewed small business owners doing big things in ecommerce.
Dominique closed the event with a 12-minute keynote, discussing the need for the retail industry to show leadership on issues like sustainability. From her insights at the World Retail Congress, it has become apparent that we’ve seen a cultural shift in trust from government to industry to lead the way on policy. Dominique ended her speech with a call for retailers to use their voices for the good of industry and the world.
Dominique Lamb was also honoured as a finalist in the Industry Person of the Year at the Vendors in Partnership Awards.
If you attended Retail Fest, or missed out and would like to hear great insights on the industry, purchase your ticket to the NRXpo headed to Sydney on 11 May 2022. This Expo has an agenda aimed at all kinds of retail – bricks-and-mortar, omnichannel, small business and top end of town. Purchase your tickets at nrxpo.com.
