The Retailer - Issue 67


Aussie and Proud? So arewe.

Issue #67 Features 14 HOW THE DIGITISATION OF PAYROLL IS TRANSFORMING THE RETAIL LANDSCAPE The future of payroll is here, and it’s digital. Learnwhat Single TouchPayroll legislationmeans for your business andhowyou can take advantage of the latest advancements. 30 THE RETAIL EXPERIENCE IS GETTING A FACELIFT Success in this era of innovation comes down to integrating people, processes, and data. 50 HAVING THE AI ADVANTAGE HELPS RETAILERS TO KEEP UP WITH THE PACE OF CHANGE Artificial intelligence-powered personalisation can help retailers deliver experiences that lead to loyal customers in the hyper-competitive retail landscape.

For the last 30 years eftpos has been providing competitive and convenient payment solutions to all Australians.

Today, we have become the first payment service to adopt the Australian Made logo.

TECHNOLOGY 12 When it comes to IT spend, retailers should shop like their customers 16 Are you listeningwhere your customers are talking? 20 What retailers should knowwhen offering buy now, pay later 28 Bringing the convenience of the digital experience in-store 36 Investments in online channels can improve offline customer encounters 42 Why retailers should befriend a cloud-based POS system 47 Revolutionising returns: Howan online portal simplifies the returns process 54 Retail and the Rule of Three 64 Omnichannel is the key to creating great customer experiences 68 Keeping retail systems secure in the age of connected devices BUSINESS OPERATIONS 08 Rethinking the relationship between the online and offline retail experience 19 A retailers guide to shopping for IT infrastructure 26 Leveraging bricks-and-mortar to compete online 35 HowCottonOn iswinning the CXGame 44 Why retailerswho prioritise supply chain excellencewill reign supreme 58 Embracing the age of e-commerce: The simple digital strategies to help drive online sales 66 Multi-channel does notmeanmulti-brand 70 Rebuilding bricks-and-mortar retail withClick&Collect

REGULARS 04 Fromthe ExecutiveDirector 06 Retail news acrossAustralia 10 40 TheARARetail Events Recap 52 Managing risks at work 24

Tomorrow, is a new day: we are updating our infrastructure and seeking to adopt the most innovative product technology. This is our commitment to Australian consumers, merchants and the local industry.

Big banksmust stop squeezing retailers Differentiation in retail is off to a roaring start

Learn more about how eftpos is helping merchants at


Cyber criminals will shop anywhere


2D ‘data embedded’ barcodes: A vital asset for retailers and the traceability chain


Stay cheerful this holiday season with AI 48 This might change how you think about price optimisation 56 The halo effect: Double-dipping into the pool of sales revenue 62 Sixways towin a sale by understanding Aussie shoppers’ pain points HUMAN RESOURCES 22 It’s time for new tactics in retail hiring 32 Want to improve customer experience? Get employee experience right 38 How HR can leverage new technologies to help retail staff improve workplace culture and customer service 46 Retailers driving efficiencies to free up more time for customers 60 Digital mobile-first micro training is the future of employee engagement and customer service


Melbourne Office Level 1, 112 Wellington Parade East Melbourne VIC 3002

External Contributors Alcami Interactive, APRA AMCOS, Ardrossan, Adyen, BluJay, Boomi, CouriersPlease, Daylight Agency, Digital Reality, Doddle, eftpos, Emarsys, GoDaddy, Humanforce, InMoment, Flexigroup, Freshworks, Frontline, GS1, JDA Sotfware, Paessler, PageUp, Pronto, Retail Directions, Rimini Street, Software AG, Sonder,SOTI, Square, StaffConnect,Twilio, Vend,WorkJam, Xero, Zendesk

Editor-in-chief Zoe Thompson, Assistant Editor Tim Janczuk, Marketing Specialist Trina D’souza, Design Coordinator Beth Hirsch,

Events and Sponsorship Account Manager Chris Sav, Retail Institute or call 1300 368 041 Graphic Design Bandit Design Group,

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australianretailersassociation @austretailers @retailaustralia australianretailersassociation

Australian Retailers Association Phone (toll free): 1300 368 041 Fax: (03) 8660 3399

Copyright Contents may not be reproduced in any form without permission from the Australian Retailers Association and then only with suitable acknowledgments. 2019 Australian Retailers Association. ISSN: 183404720

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