Special Report: Reinventing Customer Service

Topics: Featured, Home (Best Practice), Insights & Research, Market Intelligence

*Exclusive POPAI members-only report*



reinventing custCustomer experience has become the guiding principle for service industries of all types, but it plays a particularly important role in the retail sector where digital options have exploded over recent years. How the shopper experiences your brand — in either the physical or digital environment — has become the top determinant in whether they will continue to shop with you.

With this special report, Shop! (POPAI) is proud to present shopper behaviour insights from two important sources to help you create an experience that is truly distinctive.

We selected insights from the research paper by Joseph Pine II & James Gilmore featured in the Spring 2017 edition of the Journal of Shopper Research as well as content that JGA Chairman Ken Nisch shared in the new Shop! MaRC Exam Prep.

This report is one of many deliverables supporting our association’s mission to deliver value to our members and the global industry at large. Shop! (POPAI) drives value in the form of relevant education, certification, research, thought leadership, networking, events, award programs, and more.

To download the Shop! Reinventing Customer Service report, click below.




June Retail Environments Magazine

Topics: Featured, Home (News & Articles), Insights & Research, Market Intelligence, Retail Environments

Retail Environments magazine June 2017POPAI ANZ members receive a digital version of Retail Environments Magazine free each month as part of their membership.

Retail Environments is the official magazine of the Shop!. It focuses on the business of the ever-changing retail landscape, with:

  • Proprietary market analysis
  • In-depth coverage of industry issues
  • Insightful looks at trends
  • Fresh perspectives from industry leaders
  • The story behind retail projects.

You’ll also find new product information, inspirational photos of windows and store interiors, and news of member design and supply firms.

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More cosmetics purchased at pharmacies

Topics: Featured, Home (News & Articles), Insights & Research, Pharmacy, Trend Watch

makeup-1195895-639x719Apparel is not the only retail sector to have been affected by the proliferation of international chains setting up store in Australia local cosmetics retailers have had to accommodate French giant Sephora, which has opened eight stores since its arrival in late 2014.

Even so, the real power players are pharmacies, attracting more cosmetics customers than any other kind of store, new data from Roy Morgan Research reveals.

Between 2006 and 2016, the overall proportion of Australian women buying cosmetics in an average six months has remained fairly stable (barely shifting from 51.5% to 50.5% in 10 years). But there have been some noteworthy changes in where they purchase them, with pharmacies (19.1%, up from 15.1%), and to a much lesser extent, supermarkets and department stores gaining popularity.

In contrast, fewer women are now buying cosmetics from discount department stores than they were in 2006.

Prestige cosmetics super-stores such as the aforementioned Sephora and Australia’s own MECCA fall under the ‘Other’ category (although Mecca’s concession stores in Myer would fall under department stores), which has lost some ground in the last decade, from 9.6% to 7.7%.

Who shops where?

Viewing Priceline’s make up customers reveals that young, socially active and cashed up women are more likely to buy cosmetics from the chain. They are also more likely than their counterparts to purchase make up from Chemist Warehouse.

Of the supermarkets, Coles is the most popular for cosmetics, with nearly 600,000 Australian women making their last purchase there, just ahead of Woolworths (565,000). While this same group are more likely to shop for make up at Coles, women from outer-suburban, hard-working demographics are the most likely to buy their cosmetics from Woolworths and supermarkets in general.

Michele Levine, CEO, Roy Morgan Research, says the Australian beauty industry is a totally different beast to what it was just a decade ago.

"Not only is there an increasing proliferation of niche brands specialising in everything from all organic ingredients to specific products only, but social media has changed the way women interact with brands," Ms Levine said.

"Celebrities and other influencers share their favourite make up techniques and products via Instagram, how-to tutorials abound on YouTube, and the pressure to look good in ‘selfies’ is an undeniable factor influencing younger women’s purchases.

“Add to this the rise of internet retailers such as Adore Beauty and Strawberry.com, who offer the convenience of online shopping, frequently at discounted rates, and the landscape becomes even more competitive.

“Against this shifting backdrop, pharmacies remain the most popular place for Aussie women to buy make up, with nearly one in every five making their last cosmetics purchase at one. But like all retailers, they’ve had to adapt to the digital age to remain relevant: Priceline’s Instagram feed, for example, is heavily cosmetics-focused, while their website has a dedicated ‘Beauty School’ section containing videos and step by step lessons.

“Yet despite the impact digital and social media have had on the cosmetics sector, retailers need to be aware of the growing consumer trend towards ‘retailtainment’ rather than a simple transaction. Once again, Priceline is leading the

"Once again, Priceline is leading the way, and offers free personalised consultations with their resident beauty advisors. But beauty superstores such as Sephora and MECCA, as well as department store concessions, also stand to benefit from this trend, being perfectly placed to fulfil their customers’ desire for an in-store ‘experience’ with make up artists and hands-on product testing.”

cosmetics graph

Frucor Beverages changes name

Topics: Featured, Home (News & Articles)

frucorsuntory_primary_large_cmykFrucor Beverages Australia has changed its name to Frucor Suntory, effective immediately.

Frucor Suntory is an Australasian beverage manufacturer, a subsidiary of Tokyo Stock Exchange listed Suntory Beverage and Food Limited. It has been part of the Suntory Group since 2009.

Founded in Japan in 1899, Suntory is one of the world’s most innovative food and beverage companies, employing 38,000 people through 321 group companies.

Frucor Suntory Group CEO, Jonathan Moss, said the decision to take on the Suntory name came from within Frucor.

"We wanted to acknowledge and reinforce the opportunities that have come from being part of Suntory,” Mr Moss said.

“Suntory has invested heavily in our business while supporting our local leaders, local culture and local brands so we have had the best of both worlds. We’re very proud of what we’ve achieved together, and see the linking of our names as a representation of our combined strength as well as the unique entrepreneurial spirit of both Frucor and Suntory.”

Mr Moss said the new brand will also allow the company to incorporate Suntory’s global name recognition into business activities in Australia and New Zealand. Other than the visible brand changes, there is no change in ownership and no change in staff. Frucor Suntory will continue to operate in its current structure.

Frucor Suntory has more than 50 years in the beverage industry, starting in New Zealand in 1962 as part of the Apple and Pear Marketing Board. Its flagship V Energy drink was launched in 1997 and in 2001 the Australian arm of the business was established. Frucor Suntory employs nearly 1000 people across Australia and New Zealand and has a portfolio of more than 30 brands including V, Just Juice, Fresh Up, Sparkling OH and OVI and Maximus.

AGM & Free Networking Drinks

Topics: Events, Featured, Home (News & Articles)

Join POPAI for our Annual General Meeting, followed by networking drinks. POPAI General Manager, Carla Bridge will provide a round up of the last 12 months as well as a summary of what's coming up for POPAI members for the second half of 2017.

Canapes and drinks will be provided - proudly supported by our beer partner, Gage Roads, and wine partner, Pernod Ricard. See you there for a great evening of networking!

Attendance is free for members, with each company allocated two free tickets, to used by member company's authorised representatives and employees only.


Date: Thursday 27 July 2017, 5pm to 8pm
Venue: IdeaWorks, Level 15, 35 Clarence St, Sydney
Price: Members - FREE, Non-members - $22+GST


 Check out our drinks sponsors below:

Gage Roads Brewing Co.




New members – June 2017

Topics: Featured, Home (News & Articles)

Selmor Displays

selmor displaysSelmor Displays has operated at the forefront of Point of Purchase display manufacture and design since its establishment in 1972. Its team of designers and tradespeople are passionate about the products they create and are able to provide expertise in all aspects of ‘Point of Purchase’ display and merchandising systems, from concepts and prototypes to full design and production in any medium required.

The experienced project management team oversee the entire process, from concept to delivery and installation of the display.



inghams logoIngham’s is Australia and New Zealand’s leading integrated poultry producer supplying leading retail, quick service restaurant and food service customers, processing 4 million birds per week and employing more than 8,000 people.

Ingham’s operations include 10 feedmills, breeder and boiler farms, 11 hatcheries, seven primary processing plants, seven further processing plants and nine distribution centres. Ingham’s was founded in Sydney in 1918 by Walter Ingham and listed on the Australian Stock Exchange in November 2016.

Tel: (02) 9826 4444
Website: inghams.com.au


Member discounts on Retail Media advertising

Topics: Featured, Home (News & Articles)

retail world magRetail Media publishes three respected business to business magazines reaching key decision makers in the grocery, convenience, and pharmacy industries. 

  • Retail World is published monthly and has a CAB audited circulation of 12,413.
  • Retail Pharmacy is published monthly and has a CAB audited circulation of 15,253.
  • Convenience World is published bi-monthly and has a CAB audited circulation of 13,723.

Special offer for POPAI members:

  • Book 3 advertisements for the price of 2
  • To add value to your campaign, we will organise 1 month free advertisement to complement your print campaign

(i.e.  Book 3 for 2 offer in the August – October issues of Retail World & receive a free tile ad in Retail World website from August – October)

Advertising Options follow:

RETAIL WORLD Effective Rate per issue for 3 for 2 offer:

  • Full Page:             $6,600 (normally $9,900)
  • Half Page:            $3,900 (normally $5,900)
  • Quarter Page:    $2,100 (normally $3,200)

CONVENIENCE WORLD Effective Rate per issue - for 3 for 2 offer:

  • Full Page:             $3,300 (normally $5,000)
  • Half Page:            $2,000 (normally $3,000)
  • Quarter Page:    $1,300 (normally $2,000)

RETAIL PHARMACY Effective Rate per issue - for 3 for 2 offer:

  • Full Page:             $4,500 (normally $6,800)
  • Half Page:            $3,000 (normally $4,600)
  • Third Page:         $2,300 (normally $3,500)

To take advantage of this offer, phone or email Bianca Velez at Retail Media on 02 9683 0111 or bianca.velez@retailmedia.com.au, and mention your POPAI membership.

For more information on Retail Media and its publications or to subscribe (members receive one subscription as part of their POPAI membership) visit www.retailmedia.com.au.

‘Health’ trend growing brands

Topics: Featured, Grocery, Home (Best Practice), Home (News & Articles), Insights & Research, Market Intelligence

apple-1327228-639x281IRI research is showing shoppers are broadening their healthy eating habits and the brands taking advantage of these pockets of opportunities are realising growth. Embracing naturally nutritious ingredients, and being positioned as a ‘healthy’ alternative becoming an inspiring proposition to consumers.

IRI’s Daniel Bone, Channel Insights Manager revealed at the AFGC ‘Food & Grocery Australia’ Event in Brisbane, that a cultural shift towards Health and Wellness is being driven by three distinct consumer segments and knowing how a product resonates can unlock a multi-million dollar opportunity.

62% of Australians surveyed on the  IRI Shopper Panel say nutritional information displayed on products affect what they purchase with over half (53%) of shoppers indicating to have changed – or plan to change – an aspect of their diet.

“This behaviour suggests that growth potential can be leveraged by enticing consumers to act on their positive intentions with regards to healthy food and beverage intake – this is evidenced by brands growing rapidly who are tapping into these consumer trends” comments Daniel Bone.

The fast-growing sales of products including turmeric and sweet potato reflect how on-trend formats and ingredients allow brands to realise new growth opportunities.

Turmeric with its powerful anti-inflammatory and antioxidant properties is resonating with consumers, and as a result is one of the trending hero ingredients, driving growth in Vitamins (+107% in Pharmacy) and Herbs & Spices (+63% in Supermarkets).

Furthermore, IRI revealed that Sweet Potato has been a ‘category disrupter’ as an inherently healthy ingredient, adding permissibility to indulgent foods such as Snacking Chips and Frozen Chips (+132%), adding $15M to the Grocery channel.