MRA Shaping the Future of Retailing

May 30, 2019, Author: admin

Shaping the Future of Retailing with Better Strategy, Data Analytics and Customer Experience

Date : June 20th & 21st 2019
Venue : MRA Training Room
Malaysia Retailers Association
A-11-11 & A-11-12, Tower A, Level 11, Menara UOA Bangsar,
No. 5, Jalan Bangsar Utama 1, 59000 Kuala Lumpur.

Jointly Organized by :


Program Objectives

Against a backdrop of ongoing and frenetic change, retailers are challenged to continually rethink their strategic direction. New developments including disruptive business models, big data and global marketplaces changes all present complex, and in many cases, game-changing, challenges. In this dynamic new TWO days highly relevant retail program, you will examine the major business issues and trends that are reshaping the retail ecosystem and examine and evaluate innovative strategies that retailers around the world are using to address them.

Programme Contents

This program examines the marketing and operating strategies of some of the world’s leading online retailers, who are adapting to remain competitive amidst multichannel competition. Through a series of major retail case studies, you will gain big-picture perspectives and tactical strategies for driving results across your retail organization.

This highly focused retail program will address a range of topics, including:

  • Today’s Retail World and Challenges – understanding and knowing how to compete in today’s market place.
  • The Retail Revolution – what are the chances of your brick and mortar format surviving, and what can you do to lengthen the odds?
  • Retail Apocalypse or Renaissance – identifying methods of remaining relevant in a world of e-commerce convenience.
  • Strategic Intelligent Quotient – continually improving business strategies to gain competitive advantage while embracing new, disruptive business models.
  • The New Science of Retailing – role of big data and predictive analytics in retailing – applying big data to drive operating performance and build customer relationships.
  • Digitizing the Store – in store, near store, out-of-store and lessons from developing markets

Program Agenda

Programme Benefits

Participants will also have the opportunity to interact with current and former senior management of multibillion dollar brands as they discuss the challenges of modern retailing.

Target Audience

This new and contemporary retail workshop is designed primarily for top management executives and senior leaders within global or large regional retail organizations who are responsible for the execution of retail strategies. Executives within the strategy, marketing, operations, supply chain, merchandising, IT, and HR functions, will also find the program useful.

Programme Fee

MRA Members – RM2,600-00 per person
Non-MRA Members – RM3,200-00 per person
* Participation fee is inclusive of 6% SST.
* The program fee covers tuition, presentation and case materials, and lunch and refreshments.

HRDF Claimable

This programme is also supported by HRDF under SBL.

Programme Payments

Please make payment to:
Malaysia Retailers Association Alliance Bank Malaysia Berhad Account Number: 141 6700 1002 1873

Seminar Delivery

The seminar will be highly interactive with lectures, presentations and real retail case discussions. Copies of lecture notes and any additional notes shall be provided.

Registration Deadline

31st May 2019

Further Information

For further information about this seminar, please contact:

Dr. Vincent Kong
Mobile : +6017 3243251
Email :

Seminar Facilitator

Ronald L. Hess is an Associate Professor of Marketing at the Mason School of Business at the College of William & Mary. He currently teaches Customer Experience Management and the Business-to-Business Marketing Career Acceleration Module (CAM) course in the William & Mary MBA Program. Previously he taught courses in Marketing Analytics, Services Marketing, Consumer Behavior, Strategy and Sales Management. Prior to his appointment at William & Mary, he spent two years teaching in the MBA and Executive Programs at the University of Central Florida. He is a two-time winner the Outstanding Professor Award at the Mason School of Business at the College of William & Mary.

His expertise and interest involves retailing, customer experience, customer (dis)satisfaction, complaint handling programs, customer loyalty, profitability and customer lifetime value in the retailing and services industries. He has published scholarly work in the areas of customer responses to service and product failures, organizational recovery strategies, issues in customer satisfaction, loyalty, service quality, and developing customer-firm relationships. He has published his research in Organizational Behavior and Human Decision Processes, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Marketing, International Journal of Retail & Distribution Management, Service Business and Marketing Letters.

Professor Hess also has considerable experience in consulting and executive education. Recent consulting, advising and executive education relationships include “Strategic Planning & Management Program” offered by Babson University Executive Education, “Strategic Planning and Management in Retailing Program” offered by Retail Academy Singapore (Singapore), “Strategic Retail Management Program” offered by Intercontinental Group of Department Stores (IGDS) (Switzerland), “Retail Strategic Management” offered by Mt. Eliza University (Australia), Bunnings Warehouse (Australia), Officeworks (Australia), Bunnings Commercial Trade (Australia), Blooms The Chemist (Australia), Sogo KL (Kuala Lumpur) Siman (El Salvador), Nike, Cisco, Swisslog, Eaton Corporation, the United States Army & Air Force Exchange Service (AAFES), the United States Marine Corps Exchange Commands (MCX), the United States Army Corps. of Engineers (USACE), NEXCOM (Navy Exchange Service Command), Philip Morris USA, Guidestar, Fabsuite, KBH Business Management Systems, Conference of Minority Transportation Officials (COMTO), WIRED, IdeaWorksHamptonRoads, Greater Williamsburg Chamber & Tourism Alliance, Marketing Research Task Force MRTF (Williamsburg, Virginia), Hampton Roads Cluster Program, and Hampton Roads Technology Incubator System.


Let us know if you have any enquiry or question about us. We’ll try our best to help you.

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