Day one of the 2024 C&I Industry Symposium

The first session from the 2024 C&I Industry Symposium was held this morning, with insights from a lineup of expert speakers.

Safa de Valois, Group Publisher at C&I Media, opened the session by welcoming everyone before passing on to Deb Cooper, Sales Director, New Zealand at Suntory Oceania, who MCed the symposium.

First up was Theo Foukkare, CEO of the Australian Association of Convenience Stores (AACS). Foukkare discussed the channel’s performance for the first half of the year before moving on to some of the advocacy work that AACS is currently undertaking.

“We champion convenience to enable our members to thrive. Everything that we do, every day, whether it be advocacy, talking to politicians, bringing people together to foster conversations through events throughout the year, or sharing insights and information both locally and globally, is about championing convenience.”

Foukkare spoke about the areas of advocacy for AACS, which include retail crime, merchant payments, alcohol, tobacco, and health including opposing a proposed sugar tax.

Robert Tedesco, Vice President and General Manager A/NZ of Global Merchant Services for American Express, then took the stage to speak about how loyalty can play a part in growing a business or brand.

“Loyalty in our context is more about the nudge. It’s about giving people a reason to come back again and again. When people feel seen, rewarded, and appreciated, they not only repeat their custom, but they also advocate for a business.

“And while loyalty has always been important, it’s more critical now than ever because consumers are more discerning. They’re prioritising value, trust, and personalised experiences. The question we’re grappling with is this – how do we build loyalty in a world where customers have more choice and more reason to switch than ever before?”

Tedesco then discussed the path to customer loyalty is about doing the right thing by customers and communities and finding ways to authentically engage both.

Following Tedesco, Brett Higgins, Managing Director of Boxx Brands, spoke about the synergies and opportunities that exist between QSRs and the convenience channel.

“We all share the same customer now and that’s changed significantly over the last few years. Convenience is well positioned and you’re in a very strong position to be able to grow QSR, and for QSR to grow with you and to increase your offer.

Higgins gave examples, both locally and globally, of different ways in which QSR and P&C can complement each other and help each other grow.

“QSR and convenience belong together. If you look at the US, if you look at Europe, if you look at how some of these convenience offers have grown over time. Australia is ready to step into that space.”

Up next was Mark McCaffrey, Pacific Retail Lead at NIQ, who spoke about the Australian consumer outlook and the landscape that retailers and suppliers are facing.

“Despite some of the challenges we face, with cost-of-living pressures and the pressures on the consumer, there are opportunities.”

McCaffrey spoke about the “superpower of convenience” and the different types of values.

“There are two types of values. And we talk about the tale of two values. One value being in a cautious consumer, who is buying with intent. They need to seek savings. Cost savings, price savings, they’ll look for promotions.

“Then there are the values that you hold dear. The values that are important to you. The things you’re willing to pay more for and convenience is one of them. It is our superpower. Time is one of our most precious commodities. It’s something we all value.”

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