MAXIMISING

BOOK AND PAY BEFORE 18

OCTOBER 2007 AND SAVE
UP TO US$800

RETAIL
REVENUE
Wo r l d C l a s s S o l u t i o n s Fo r M a x i m i s i n g Yo u r R e t a i l
O p e r at i o n s Ac t i v i t y To In c r e a s e R e t a i l R e v e n u e
International Conference: 21-22 Januar y 2008 * Interactive workshops: 20 and 23 Januar y 2008
Venue: Shangri-L a Hotel, Dubai, UAE

The Middle East has been witnessing the rapid transition from trading to organized retailing and as this happens, it is important to
understand where the region is heading towards next. The success seen in the Middle East will make its way around the world and this
is a great opportunity to learn first-hand where we are heading towards.
Ashish Panjabi, Chief Operating Officer, JACKY’S ELECTRONICS
• Industry leading strategies on advancing operational activities for lower costs, increased
Benefit from the experience of
revenue and driven success
international experts, including
• Cutting-edge perspectives in human resource development and management for
leaders in retail operations
• Mastering in-store operations and maximizing floor-level staff effectiveness
• Maximizing back-of-store operations to increase front desk revenues

Among Our International World-Class Speakers

Tanya Atkinson
General Manager, UAE
HARVEY NICHOLS
Also Featuring:

Ian Bennett
National Operations Manager
GIANT STORES

Girish Gupte Sean Staunton Sunil Sudhakar Tarek Sabra

General Manager, UAE Operations Manager, UAE Senior Manager of Operations, Middle East Operations Manager
Middle East, North Africa, TOYS 'R' US
AL FUTTAIM DUBAI DUTY Pakistan and Turkey
RETAIL FREE PIZZA HUT, YUM Anil Machado
RESTAURANTS Operations Manager
DAMAS JEWELLERY
INTERNATIONAL

Myles Doherty V.P. Sreekumar Ramachandran Bradley Bennett Saleh Al Shawa

Director, UAE Marketing Manager, Qatar Padmanabhan Divisional Manager, UAE General Manager, UAE
PERFORMANCE AL MUFTAH TRADING Operations Manager – PLUG-INS AL JABER OPTICAL
CONNECT & CONTG. CO. FMCG, UAE ELECTRONIX
AL FUTTAIM LOGISTICS

Venkatraman Rajamani JP Nambiar Ashish Panjabi Catherine Dixon Amit Chatterjee

Building Assets Manager, UAE Head of Retail, UAE Chief Operating Officer, UAE Senior Analyst, UK Retail Manager, UAE
DUBAI FESTIVAL JUMBO JACKY’S GDR CREATIVE SUN AND SAND
CITY ELECTRONICS ELECTRONICS INTELLIGENCE SPORTS

PLUS Interactive and in-depth workshops, led by international experts:

A. Driving in-store revenue through consumer oriented customer service Researched and Media Partners
B. Maximising in-store efficiency through advanced retail operations developed by
C. Reducing loss through effective stock control and management
D. 360 Retail Revenue Insights: Driving bottom-line revenue through advanced
operations

www.maximisingretailrevenue.com
T: (971) 4 364 2975 F: (971) 4 363 1938 E: enquiry@iqpc.ae
Sunday 20 Januar y 2008 PRE-CONFERENCE INTERACTIVE WORKSHOPS

Workshop A 09:00-12:00 Workshop B 14:00 – 17:00

Driving in-store revenue through Maximising in-store efficiency through

consumer oriented customer service
A comprehensive workshop where the leading insight into the adaptation of
your customer service to the values, beliefs, and needs unique to the Middle
East market will be discussed and addressed. This interactive discussion will
work towards developing your employees’ ability to serve your Middle East
customers for higher retention, satisfaction, and retail revenue.
Workshop Highlights Include:
• The Middle East Retail Consumer: Who are they? What are their needs?
Discover how understanding the customer will lead to better customer
service and increased sales
• The Middle East Retail Employee: An interactive discussion of best
practice in embedding strong customer service ability into your employee
base
Sunil Sudhakar
Senior Manager of Operations
Middle East, North Africa, Pakistan and Turkey
PIZZA HUT, YUM RESTAURANTS
INTERNATIONAL
Having spent 5 years working for India’s leading hotel group, Sunil spent the following 8 years working on a team
that began building the Pizza Hut brand in India to its Superbrands status today. After heading the Pizza Hut
Operations in India, he relocated 3 years ago to the Dubai office, supporting franchise operations across over 400
Pizza Hut units in the region, a job he says is “uniquely motivating, challenging and a cultural learning all rolled into
one.”
advanced retail operations
This exclusive masterclass will bring to light leading techniques for time
management through interactive discussion which will allow you more time
in your day to implement the best practice in retail operations for
maximised retail revenue. These leading time management techniques are
essential to giving you the ability to stay competitive in today’s Middle East
retail market.
Workshop Highlights Include:
• In-depth analysis of the daily tasks in retail operations that can be done
more efficiently, effectively delegated elsewhere, or eliminated altogether
• Best practice in task delegation: Discover how you can give yourself
more time to focus on strengthening your retail operations by delegating
effectively- and how to ensure that these delegated activities are done
correctly and on-time
• Discover industry-specific tips and techniques from other leaders in retail
operations by taking advantage of this interactive format
Ashish Panjabi
Chief Operating Officer, UAE
JACKY’S ELECTRONICS
Mr. Ashish Panjabi is the Chief Operating Officer for the Jacky’s Group in the UAE and has been running the retail
interests of the Jacky’s Group. He joined the Group in 1999 when he moved to the UAE and prior to that lived in
Hong Kong and Boston. Ashish is holding a B. Sc. with concentration in Finance, Investments and Economics from
Babson College, USA and is also a member of the Dubai Quality Group and the Entrepreneur’s Organization.

IQPC's workshops are an exclusive opportunity to spend valuable time with industry experts. They are carefully designed to ensure
your time out of the office is spent as valuably as possible. These interactive sessions are extended to ensure that you will really get to the
centre of the core issues significant to retail operations.

Wednesday 23 Januar y 2008 POST CONFERENCE INTERACTIVE WORKSHOPS

Workshop C 09:00-12:00 Workshop D 14:00-17:00

Reducing loss through effective stock 360 Retail Revenue Insights: Driving
control and management bottom-line revenue through advanced
In the Middle East, incoming supply fluctuation is very common. This operations
interactive discussion will help you to discover how revenue loss due to From a leading mind in retail finance with an exceptional background in
fluctuations in stock flow and market demand can be lessened or reversed. retail operations, discover how your retail outlet operations activities are
It is essential for Middle East retailers to develop their ability to work with affecting your bottom line finances. Use this knowledge and the interactive
this fluctuations in order to retain customers, satisfy them, and get them to format of this exclusive masterclass to discover the changes that can be
spend more at your retail outlet. made to maximise increases in revenue and lessen financial leaks due to
operational flaws.
Workshop Highlights Include:
• Overstocked: Best-practice in turning over-supply Workshop Highlights Include:
into a favorable circumstance through in-store • Develop your operations mindset by linking everything you do in
promotions, stock placement, and more retail operations with its affect on the financial bottom-line of your
• Understocked: This interactive setting will deliver leading store in order to increase revenue and decrease expenses
• Discuss the changes that can be made in your retail outlet’s
discussion on dealing with stock shortages
operations activities to strengthen efficiency and be sure to have a
• Prevention: While stock fluctuations are not always in your direct positive impact on the bottom line
control, there are ways to decrease its frequency • Increase your overall understanding of finances from an
operational perspective to maximise your retail revenue
Bradley Bennett
Divisional Manager, UAE Girish Gupte
PLUG-INS ELECTRONIX General Manager, UAE
Brad started in retail 20 years ago in South Africa. He worked in FMCG retail for 11 years before moving to IT
retail for 3 years in SA. He then came to UAE six years ago as store manager for Plug-ins Electronix, moved into AL FUTTAIM RETAIL
area sales manager position, followed by operations manager and currently divisional manager and head of the Girish has been actively involved in the acquisition and start up of virtually all of the retail businesses of the Al
Plug Ins ElectroniX business unit in Al Futtaim Electronics. Futtaim Group. Oversee a range of functions for the Group’s retail businesses, viz: Finance, IT, Store Administration
and Business Development. He has played a significant role in developing the retail businesses into a large and
profitable operation.

www.maximisingretailrevenue.com
T: (971) 4 364 2975 F: (971) 4 363 1938 E: enquiry@iqpc.ae
Monday 21 Januar y 2008 CONFERENCE DAY ONE
08:00 Registration, coffee and networking 11:55 Sourcing and retaining effective middle
management amidst high demand for talent and
08:50 Opening remarks from the chairman
Amit Chatterjee scarce availability in the region
Retail Manager, UAE • Sifting through middle management available in today’s market to build a
team that will succeed in today’s demanding environment
SUN AND SAND SPORTS
• Attaining the most productive and talented middle management without
breaking the bank
CUTTING-EDGE PERSPECTIVES IN HUMAN Bradley Bennett
RESOURCE DEVELOPMENT AND MANAGEMENT FOR Divisional Manager, UAE
PLUG-INS ELECTRONIX
LEADERS IN RETAIL OPERATIONS
12:30 Networking lunch
09:05 Developing a training strategy to meet the needs of
increasingly demanding consumers and strengthen MASTERING IN-STORE OPERATIONS AND
customer loyalty MAXIMIZING FLOOR LEVEL STAFF EFFECTIVENESS
• Uncover the industry’s best strategies for strengthening floor-level staff’s
interaction with the customer
• Training profitably: Utilize customer service training that will result in 13:50 Making your retail operations activities more
increased and continuous sales customer-centric to deliver higher customer loyalty
• Deciding between in-house and outsourced training- which is most • Cater your retail operations to the needs of your customer to create
effective in meeting your company’s goals? stronger customer retention and store appeal
Sunil Sudhakar • Discover the best techniques for creating a customer-centric atmosphere
Senior Manager of Operations, Middle East, North Africa, Pakistan and Turkey among your employee base
PIZZA HUT, YUM RESTAURANTS INTERNATIONAL • Best practice in embedding customer feedback, analysis, and
implementation systems in your retail outlet
JP Nambiar
Head of Retail, UAE
09:40 Develop your retail operations as your business JUMBO ELECTRONICS
grows: Maintaining maximum efficiency and
productivity during expansion 14:25 Driving employee engagement and motivation
• Discuss how to build your operations team and employee base as your through innovative incentives and Middle East
business grows to maintain your competitive edge
• Discover the changes that must be implemented in operations systems
focused strategies to increase productivity levels
• Getting through: Do your employees understand the message you are
when moving to a larger retail outlet platform
sending? Are they reacting accordingly? What other factors may be
• Focus on the Middle East: How difficulties with growth unique to the
affecting your success?
Middle East can be addressed from an operational perspective
• Discover the best techniques for maintaining motivation in middle
Saleh Al Shawa management that will transfer down to sales staff
General Manager, UAE • How a smaller, more engaged workforce can be meet your productivity
AL JABER OPTICAL demands
Ashish Panjabi
Chief Operating Officer, UAE
10:15 Using financial and non-financial strategies to JACKY’S ELECTRONICS
cost-effectively retain talented employees for lower
15:00 Afternoon refreshments and networking
hiring and training costs
• Gain corporate buy-in to drive effective practices in distributing financial
incentives to retain talent you have invested heavily in developing 15:30 Building a strong work ethic among your employee
• Learn why pay increases are not the only, and not necessarily the best, base for increased productivity and stronger focus
method of retaining your talent and discover which methods are most on Middle East customer needs
effective • Driving employee engagement by embedding stronger work principles
Tarek Sabra into your employees
Head of Operations, Middle East • Best practice in working through different lines of communication to get
TOYS ‘R’ US your motivation message through to you staff
• Maximising the output of your workforce to lessen the need for more
10:50 Morning refreshments and networking employees
Sean Staunton
11:20 Selecting the right shop floor employees that will Operations Manager, UAE
DUBAI DUTY FREE
stay, be loyal and productive to decrease new
employee recruitment and development costs 16:05 Localizing Customer Service: Re-educating
• Determine whether you should be sourcing locally or from foreign
markets: Weighing the pros and cons of each and to decide which fits floor-level staff to meet higher expectations of local
with your company’s demands customers
• Finding the right floor-level workforce from the pool available outside the • Moving your employees’ knowledge of customer service from a basic
Middle East understanding to a strong, localized ability to serve
• How to cost-effectively source employees that will deliver performance • Catering staff’s customer service ability to both the local environment
from the local market and the demands of your specific store and industry
Dr. Lien Els V.P. Sreekumar
Professor of Human Resources Marketing Manager, Qatar
AL MUFTAH TRADING & CONTG. CO.
UNIVERSITY OF WOLLONGONG
16:40 Chairman's closing remarks and end of conference day one

www.maximisingretailrevenue.com
T: (971) 4 364 2975 F: (971) 4 363 1938 E: enquiry@iqpc.ae
Tuesday 22 Januar y 2008 CONFERENCE DAY TWO
08.00 Registration, coffee and networking 12:30 Networking lunch

08.50 Opening remarks from the chairman

Amit Chatterjee, Retail Manager, UAE, SUN AND SAND SPORTS
13:50 Measuring and comparing operations results and
productivity in a continually changing and growing
09:05 Delivering higher consumer footfall and customer market to ensure continued improvement of store
spend through retail operations activities performance
• Effectively utilizing fluctuations in inventory levels to develop in-store • Measuring success: Methods for tracking the success or failure of
promotions that will work to both balance stock levels and drive promotions and in-store marketing for more effective spending on future
increased footfall to the store campaigns
• Discover the newest and most successful techniques in developing
promotions and in-store marketing campaigns that will drive • Leading ideas on developing processes for measuring and comparing
higher and continual consumer spend operational activities across time catered to the demands of your
• Overcoming regional challenges and local conditions, such as operation
construction, that decrease footfall to your store to keep sales unaffected • Find out how today’s rapidly changing market will affect how you
by factors outside your control measure operational activity, and how to obtain a more accurate
Tanya Atkinson understanding of store operations in order to understand your store’s
General Manager, UAE strengths and weaknesses
HARVEY NICHOLS
Anil Machado
Operations Manager, UAE
09:40 Training floor-level employees to concentrate their DAMAS JEWELLERY
customer service on the specific needs of Middle
East customers 14:25 Best-practice for streamlining your operations in
• Discover how to create an atmosphere where customer service is the link between in-store stock management and
defined by the needs of your customers
• Best practice in customer service training that will deliver a strong incoming logistics and supplier
increase in customer retention flow to increase efficiency
• Re-defining customer service: From standardization to customization
Myles Doherty • Discover how better linking your in-store stock management with
Director, UAE incoming supply can reduce redundancies and increase warehouse or
PERFORMANCE CONNECT stockroom performance
• Discuss the operations practices of a leading logistics supplier to better
develop your in-store operations for a more developed relationship with
10:15 Educating employees to utilize POS technology for suppliers and logistics providers
increased efficiency, employee productivity and • Integrating POS and Stock Management systems with the systems of
tracking of store operations third-party logistics and supply providers to streamline your operations
• Instilling the importance of accurate POS use and data management in Ramachandran Padmanabhan
floor-level employees to save resources wasted in correcting employee Operations Manager – FMCG, UAE
errors
• Overcoming knowledge gaps in using POS technology common in many AL FUTTAIM LOGISTICS
low-level retail staff
• Delegating which POS and stock management input should be handled by 15:00 Afternoon refreshments and networking
which staff for cost-effective and error free tracking of store operations
Amit Chatterjee
Retail Manager, UAE
15:30 Panel Session with leading experts in POS
SUN AND SAND SPORTS LLC Technology: How the latest POS tools will drive
efficiencies in operations to a new level and
10:50 Morning refreshments and networking
increase in-store revenue
• The chance to ask how cutting-edge POS inventory management will
11:20 In-store marketing and promotions: Innovations in actually deliver on their promises
design that drive footfall and keep your stores at • Get the answers to the lingering questions you have about fully utilizing
the leading edge of retail the power of POS systems: how the system can work for you
• Discover what the world’s most advanced brands are doing in-store to • Ask for insider tips on making your transition to a new POS system as
increase dwell time and spend simple and headache-free as possible
• See how in-store podcasting and other new technologies can enhance
your service offer
• Best practice with regard to visual merchandising 16:05 Exploiting your outsourced activities to their
• Store design that ingeniously encourages impulse purchase maximum potential to increase store revenue
Catherine Dixon • Understanding specific knowledge on getting the most out of outsourced
Senior Analyst, UK activities: Recruitment, training, facilities management, security, stock
GDR CREATIVE INTELLIGENCE management, and more
• Are you getting your money’s worth? Discover how to evaluate the
MAXIMIZING BACK-OF-STORE OPERATIONS TO performance of those that you’re outsourcing with, even when you aren’t
INCREASE FRONT DESK REVENUES able to evaluate success measurements in their respective industries
• How to maintain high levels of productivity in outsourced activities to
increase revenue and store efficiency
11:55 Finding and working with the right suppliers for Venkatraman Rajamani
on-time stock delivery to fully utilize investments in Building Assets Manager, UAE
stock control and POS technology DUBAI FESTIVAL CITY
• Working with the right suppliers to compliment your investments in
stock control and POS technology, and maintain inventory effectively and 16:40 Chairman's closing remarks and end of conference day two
keep customers satisfied with your stock availability
• Determining which suppliers will deliver the results that you need for
effective store management
• Discover the industry’s latest techniques for managing relations with
suppliers and keeping them working hard for you
Ian Bennet
National Operations Manager, Saudi Arabia
GIANT STORES

www.maximisingretailrevenue.com
T: (971) 4 364 2975 F: (971) 4 363 1938 E: enquiry@iqpc.ae
 normous growth seen in the Middle East retail industry, especially due to the steady increase of population and tourism in the last few
years, has resulted in an influx of international retail brands throughout the Middle East. This means that there isn’t just one mall
anymore, there aren’t just a handful of fashion brands, there isn’t one place to eat and there isn’t just one place to buy electronics or buy
perfume – consumers in the Middle East have a choice.
This boom in direct retail competition has meant that it is more urgent than ever for those in retail operations to improve their in-store
operations and management in order to increase their market share, satisfy their customers, attract new ones, and maximize
their retail revenue.
While there are many exhibitions and trade shows in the market which broadly discuss retailing, retail operations lack a platform to discuss
and discover new ideas in retail operations - targeted directly at their issues and challenges.

Book your place on this conference alongside "IQPC has created a great platform to
your fellow industry professionals: share new retail experiences and ideas"
• Heads of Operations JP Nambiar, Head of Retail
• Chief Operations Officers JUMBO ELECTRONICS
• Operations Managers
• General Managers SPONSORSHIP & EXHIBITION
• Store Managers OPPORTUNITIES EXHIBITION FLOOR PLAN:
Reserve your place NOW!
• Heads of Retail Only at Maximising Retail Revenue 2008 will Maximising Retail Revenue
the highest-level decision makers and policy
• Human Resources Managers makers be in attendance to evaluate potential 1 ision
2
Prov rved
ally
ision
3
Prov rved
ally

Rese Rese

• Recruitment Managers partners and network with key people. Can you
afford to miss out on this opportunity? We have
• Brand Managers a variety of packages to suit your needs from 4 REFRESHMENT POINT 7
• Retail Department Heads sponsoring breakfast briefings to networking
drinks. For more details, please email 5 6
• Regional Retail Department Heads sponsorship@iqpc.ae
IQPC

“IQPC’s Maximising Retail Revenue has the strength to “Execution is where the success or failure of any
deliver the best answers to the most pressing retail ops organization lies & operations is at its core to make it or
challenges in the Middle East!” break it”
Catherine Dixon, Senior Analyst Adil Saleem, Operations Manager
GDR CREATIVE INTELLIGENCE, UK LALS GROUP, UAE

Six reasons attending this conference will make a difference to you and your company:
• Discover the essentials of attracting consumers and driving revenue while they are in your store
• Increase customer footfall, spending, and loyalty with innovative in-store solutions
• Maintain a motivated sales staff and arrange for the best possible in-store promotions and marketing
campaigns
• Find the most productive and talented floor-level and middle management staff
• Discover how the latest POS tools will decrease your operating costs and increase productivity
• Utilize the most effective inventory and stock management tools specifically catered to your
operations environment to increase operations stability and efficiency

Media Partners
The Middle East retail sector in the region continues to undergo rapid
changes and is continually facing new challenges. With the region’s retail
industry marching forward like never before, the industry is becoming a
major contributor to the GDP’s of many countries. The region currently enjoys 5.5 million
square meters of retail space, with another 4.5 million under development.
With its focus on local and international retail trade, RetailME provides editorial coverage on
all aspects of the supply chain from manufacturer to consumer as well as customer relations,
merchandising, design, category management, information technology, fmcg, property and
consumer trends.
Together with our network of correspondents, industry experts and our exclusive relationship
with Europe's most influential titles - Retail Week and Retail World - we offer a unique window
into the retail industry.
If your business is retail, then RetailME is a must read. URL: www.retailme.com
www.meamonitor.com, designed to complement the Middle East and Africa
Monitor newsletter series, is a unique resource dedicated to anyone with
business, political or financial interests in the Middle East and Africa.
www.meamonitor.com now allows subscribers to access the full newsletter content, as well as
providing the added flexibility of exploring the fully searchable archive by country, topic or
keyword.
Middle East and Africa Monitor is part of the product portfolio of Business Monitor
International (BMI). Established in 1984, BMI is a leading publisher of specialist business
information on global emerging markets. The BMI range of daily, weekly, monthly and quarterly
services covers political risk, finance, macroeconomic performance, outlook and forecast,
industry sectors and the business operating environment. BMI also publishes directories and
CD-ROMs profiling multinational companies active in emerging markets.

ABOUT IQPC:
IQPC provides business executives around the world with tailored practical conferences, large scale events, topical seminars and in-house training programs, keeping them
up-to-date with industry trends, technological developments and the regulatory landscape. IQPC’s large scale conferences are market leading “must attend” events for their
respective industries.
IQPC produces more than 1,500 events annually around the world, and continues to grow. Founded in 1973, IQPC now has offices in major cities across six continents including: Berlin, Dubai,
Johannesburg, London, Madrid, New York, Sao Paulo, Shanghai, Singapore, Stockholm, Sydney, and Toronto — with additional openings scheduled for 2007. IQPC leverages a global
research base of best practices to produce an unrivalled portfolio of conferences. www.iqpc.ae

www.maximisingretailrevenue.com
T: (971) 4 364 2975 F: (971) 4 363 1938 E: enquiry@iqpc.ae
 MAXIMISING "Nearly 75% of all purchasing decisions are made in-store"
Marco Langhorst, 3D Company

RETAIL REVENUE
5 WAYS TO REGISTER
On Line www.maximisingretailrevenue.com
International C onference: 21-22 Januar y 2008 * Interactive workshops: 20 and 23 Januar y 2008 Fax 971 4 363 1938
Venue: Shangri-L a Hotel, Dubai, UAE
Email enquiry@iqpc.ae
REGISTRATION FORM
Phone 971 4 364 2975
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TEAM DISCOUNTS
IQPC recognises the value of learning in teams. Group
bookings made at the same time from the same company
receive the following discounts:

• 3 or more 7% • 5 or more 10% • 8 or more 15%

This offer is exclusive of the early bird discount. Call us for a

special discount rate for teams of 10 and above (Not applicable
to workshop(s) only bookings).

VENUE & ACCOMMODATION

CONFERENCE PRICES
CONFERENCE PRICES VENUE: Shangri-La Hotel
BOOK AND PAY BEFORE 18 OCTOBER AND SAVE UP TO US$800 Sheikh Zayed Road
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* Payment prior to conference is mandatory for attendance. T: (971 4) 343 8888
Conference Price (USD) F: (971 4) 343 8886
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 Platinum Package (Conference + 4 Workshops) US$3995 (Save $800) US$4395 (Save $400) ACCOMMODATION: Hotel accommodation and travel costs
 Gold Package (Conference + 3 Workshops) US$ 3496 (Save $600) US$ 3796 (Save $300) are not included in the registration fee. A corporate room rate
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registration of your attendance.
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 Workshop(s):
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