John Low
Group Head of Digital Risk
Frasers Group

Ecommerce fraud: get the c-suite on board!

How do you get c-suite commitment to invest in fraud and payment solutions, and optimise your payments and fraud screening to drive revenue?

Flying in from London exclusively to present at Retail Risk – Sydney, in this keynote presentation John will discuss how to get c-suite commitment to invest in fraud and payment solutions using a commercially-driven ROI agenda to increase revenue from payments conversion.

With his vast experience and outstanding track record, nobody in retail is perhaps better qualified to provide such business changing e-commerce insights. From his lofty perspective as “risk guru” for one of the highest profile retailers in Europe, John will explain…

• How to optimise your payments and fraud screening to drive revenue
• How to kill card payment fraud deploying modern machine learning (ML) models which in turn drives payment acceptance from the banks delivering the primary goal of increased revenue.
• How to tackle the increase in friendly (1^st Party) fraud and combat Refund as a Service (RaaS) operators.

If you are crazy about e-commerce you have to be mad to miss this!

John Low

John is Group Head of Digital risk for the international high street retailer Frasers Group with omni channel responsibility for risk-based data analytics covering retail and ecommerce transactions including online payments and fraud screening ensuring there is a holistic oversight of physical loss, margin and revenue erosions across the group in all sales channels.

Prior to Frasers Group John was head of Risk covering all risk function teams for the national high street chain Game Retail Ltd along with the Player 1 Events and the Belong brand. His wide-ranging responsibilities included Enterprise Risk Management (ERM), internal audit (UK and Spain), insurance, information Security, Loss Prevention, Multi-Channel Fraud Payments and Health & Safety.

John has a strong and diverse retail background having previously worked for several UK big retail brands including the Co-operative Group (food) in senior operational roles and the retail management section of Bass.  He has also been an accredited member of the Institute of Risk management (IRM), the serving chairperson of the omni channel ORIS forum committee that has extensive retail high street participation and online representative  on the National Business Crime Solutions (NBCS) member group.

He has previously provided voluntary service to influential groups and forums having worked with the National Police Chiefs Council (NPCC) and the Home Office on the roundtable “tackling the market for stolen goods” and on two working groups for the prevention of acquisitive crime.

Tanvi Mehta Krensel
Managing Associate
Allens

Facing the facts on privacy law

An update on privacy law and the implications for retailers’ use of facial recognition

Back by popular demand! Following universal praise for her round table at Retail Risk – Melbourne, we have invited Tanvi back to present on tips for good privacy practice in a retail setting, particularly in relation to loss prevention and detection. 

With the OAIC’s current investigation of Bunnings and Kmart’s use of facial recognition technology expected to conclude in early 2023 and some significant changes to the Privacy Act anticipated (and other changes already in effect), Tanvi will be giving delegates the most up to date OAIC guidance on privacy ‘best practice’ under the Privacy Act as it currently stands, while also touching on some broader international trends and potential changes that we could expect.

Tanvi is a Managing Associate within Allens’ Technology, Media & Telecommunications team. She recently relocated to Sydney from London, where she worked with some of the UK’s largest retailers, including Waitrose, Sainsbury’s and John Lewis. Tanvi’s expertise is relevant to advising clients on privacy and data protection compliance, especially in a rapidly changing legal landscape. Tanvi continues to assist large Australian retailers with data protection and governance, cybersecurity, changes in law and ensuring privacy practices are implemented into the day-to-day activities of businesses.

Tanvi Mehta Krensel

Tanvi is a Managing Associate within Allens’ Technology, Media & Telecommunications team. She recently relocated to Sydney from London, where she worked with some of the UK’s largest retailers, including Waitrose, Sainsbury’s and John Lewis.

Tanvi’s expertise is specifically relevant in advising clients on privacy and data protection compliance, especially where the legal landscape is changing quickly, such as was the case when the GDPR came into force in Europe and is currently the situation with facial recognition operations in Australia. She continues to assist large Australian retailers with data protection and governance, cybersecurity, changes in law and their day-to-day activities.

It is not often you get to listen to and question a top lawyer for vital legal advice on key operational matters without incurring a huge bill at the same time… Never mind one that makes the subject as interesting and approachable as Tanvi!

Scott Taylor
Managing Director
Praesidium Risk & Resilience

How to spot the body language of bad intent

Train your teams to pre-empt conflict situations and theft and enhance the security of your site

Scott Taylor is a security, safety and risk expert with 29 years of global experience protecting the assets of a diverse client base. He has spent the last two years studying with the best facial micro expression, body language, deception detection, elicitation and combined communication specialists worldwide. 

In this brilliant presentation, he will be sharing unique information about the physical traits and involuntary “tells” exhibited by people intending to do bad things at our retail sites. By having retail teams better trained to pick up these signs, retailers can help minimise conflict situations, reduce retail theft and proactively enhance the security sphere of influence around your site. 

Based upon many years of work by some of the most eminent experts to be found anywhere in the world, this is an unmissable presentation… if only to better understand when your boss walks in if it’s a good time to ask for a raise or not!

Matthew Murray
Supervisor, National Retail Investigation Support Unit
NZ Police

Going tough on retail crime: NZ’s National Retail Investigation Support Unit

Join Matt for an update on the NRISU, which became operational in May 2022 to address rising retail crime in New Zealand

The NRISU partners with the retail sector and crime prevention organizations to analyze current data and offending patterns to identify the most violent and recidivist retail crime offenders nationwide. Since its formation there has been significant reduction in overall offending levels by identified targets.

Current initiatives being developed by the NRISU investigation team include:

• Formalized and expanded information-sharing with nationwide retailers
• Immediate targeting of offenders released from custody to prevent reoffending
• Identification of receivers of goods stolen from retail premises to reduce the opportunity for offenders to profit from retail crime offending.
• Assistance to small retailers through the targeted distribution of a government-initiated crime prevention fund.

Matthew Murray

Matt joined NZ Police in 1997 and has spent the majority of his career in the Auckland metropolitan area. He has held multiple positions as a constable and sergeant including the implementation of an operation that identified and targeted the most violent and recidivist retail crime offenders, resulting in 60% of which did not re-offend within 6 months.

He is currently Supervisor at the newly formed National Retail Investigation Support Unit, an initiative announced by NZ Police Commissioner Andrew Coster in November 2021. This unit is based in Auckland and partners with the retail sector and crime prevention organizations to analyze current data and offending patterns to identify the most violent and recidivist retail crime offenders nationwide. 

Current initiatives being developed by the unit include a formalized, expanded information-sharing agreement with nationwide retailers around offender’s identified prisoner release dates, bail conditions and offending patterns, and immediately targeting offenders released from custody to facilitate their apprehension at the earliest opportunity to prevent reoffending and risk to the retail community. Longer term, the NRISU aims to identify receivers of goods stolen from retail premises to reduce the opportunity for offenders to profit from retail crime offending.

Dale Weatherson
Regional Loss Prevention Manager
Next

The Next response to retail violence

A fresh approach: Dale will share results from Next’s trial of body-worn cameras to protect teams and de-escalate violence

Violence and aggression against store colleagues and loss prevention teams are becoming increasingly commonplace in today’s retail environment, and for Next PLC, a leading UK fashion and home retailer, a fresh approach became needed as tried-and-tested methodology alone weren’t proving effective. Body-worn cameras were a new technology which looked to have the potential of an answer in improving employee safety and de-escalating violence. When body-worn cameras were trialled with their loss prevention teams in 2021, they experienced many benefits and not all of them were expected. Dale Weatherson, Regional Loss Prevention Manager for Next and an experienced LP professional with global retail experience, will give an insight into the company’s decision to trial body-worn cameras and the benefits they have brought to teams as they continue to be rolled out across stores.

Dale Weatherson

Dale started his career in the UK Armed Forces, and upon leaving in 2000 he chose to embark on a career in Security and Loss Prevention. He has worked in organisations across the UK, Europe and South America and in a range of industries including Pharmaceutical, Off Price, Fashion and Omni-channel. Dale is the current Regional Loss Prevention Manager for Next in the North Region and has been leading on the deployment of body-worn cameras since 2020.

Nick Trudgett
ANZ & APAC General Manager
Gatekeeper Systems

More than just a lost trolley…

Lost and broken trolleys aren’t just a nuisance for store and customer, they impact on brand image and sustainability credentials

Join Nick for a round table discussion on the business risks relating to trolley abandonment. He points out that the risk to retailers who use trolleys is substantial, and very often overlooked from a loss or risk perspective. Many retailers spend millions of dollars on brand marketing, but pay little attention to trolleys, their condition, and blight on the neighboring streets. The humble trolley deserves more, given in most cases it’s the first and last thing a customer touches!

The discussion will include:

1. Brand image is significantly impacted by abandoned trolleys doing irreparable damage to reputation along with dirty, poorly maintained trolleys for customer use – we have all experienced the self-steering trolley!
2. Financially, the increased costs of retrieval along with the increasing carbon footprint of such activities
3. Financially, increasingly Councils are bringing in legislation to fine retailers for trolley abandonment, eg NSW Legislation requires $600 per trolley impounded
4. Retailers having to cater for losses by increasing trolley fleet sizes, buying more trolleys, impacting the sustainability of the supply chain, from manufacturing to freight and delivery.
5. Increased maintenance costs to repair damage to retrieved trolleys.

Iain Blair
Managing Director
Correlate Risk Group

Retail Crime Prevention 101

An introduction to retail crime prevention for smaller chains and independents

This round table discussion is an opportunity to learn from a leading expert – and network with your peers who are facing similar challenges. Iain will share the basics around retail crime, discuss the Situational Crime Prevention Model and walk through the crime triangle and where your losses can originate in store. The session is specifically designed for our smaller retailers, independents and franchisees that wish to understand the basics of retail loss and learn some methodologies to help combat the recent growth in offending. 

Iain Blair  

Iain has a 20-year career in law enforcement & retail risk management, with a track record of ideating and implementing successful loss prevention initiatives that together have saved millions for a variety of retail chains across Australia. 

Iain leads the Correlate Risk Group, providing retail risk and loss prevention solutions to retail and hospitality sectors. He established Correlate Risk Group after identifying the volume of smaller retail chains and franchisees that were facing significant risk of theft and violence towards their team yet had limited or no access to risk skill sets. 

Steve Campbell
Sales Leader of Technology Solutions – RFID
Checkpoint

Mark Stafford
Sales Director AU/NZ
Checkpoint

RFID – What do we do with the data?

Details TBC.

Nick Pompa
General Manager, Customer Experience
Sensormatic

From counting shoppers to understanding the journey: the future for in-store analytics

The role of analytics in improving your operational effectiveness and growth

As general manager of Sensormatic Solutions’ ShopperTrak line of business, Nick Pompa leverages his knowledge of diverse markets to help retailer customers improve their operational effectiveness and growth.

Before joining Sensormatic Solutions, Nick spent two decades in various micromarketing and business strategy positions at Experian. In these roles he covered analysis, client consulting, and commercial management leading to the Commercial Director role with responsibility across the global Business Strategies unit operating in over 15 countries, focusing on M&A and leading the acquisitions of 12 companies in the fields of target marketing, analytics and economics. He then led the Experian FootFall business, building it into a growth orientated recurring revenue business, before successfully divesting to Johnson Controls (JCI). In JCI he led the merger of the FootFall and ShopperTrak businesses to create the only truly global retail traffic analytics entity.

Nick holds an MA in human geography and a PhD in urban morphology, both of which he completed at the University of Birmingham.

Trinity Ambler
Director Account Management
Ethoca

2023 fraud outlook

What a new year means for fraud, chargebacks, and the customer experience

Fraud and chargebacks are a tale as old as time – but with each new year, they try and reinvent themselves. In his presentation Brett will look at some of the forecasted trends in 2023 that are shaping how businesses are rethinking their fraud and chargeback strategies. This includes a look at how consumer habits are shifting, and how these habits are leading to increased rates of first-party fraud and transaction confusion related chargebacks – a notoriously challenging issue for merchants to identify and resolve.

Thomas Lazarides
Merchant Relations Manager, Asia Pacific 
Ethoca/Mastercard

Reinventing digital engagement: how many mobile apps are too many?

A discussion on how some merchants are rethinking their digital experience strategy

Every year, our lives become increasingly digital. For many consumers, though, they’ve hit an inflection point where they have too many apps, emails and digital messages – and are starting to place limits on how many they consume. In an increasingly digital environment, how can retailers continue to engage their customers in new and innovative ways, while minimizing the digital noise? Join this round table discussion where Ethoca’s Trinity Ambler will lead a conversation focused on new insights that reveal how some merchants are rethinking their digital experience strategy.

Thomas Lazarides

Thomas leads merchant relations for Ethoca’s Asia-Pacific division.

Meghan Curtis

Meghan is an Account Manager for Ethoca, where she works closely with both merchants and issuing banks throughout the Asia Pacific region to maximize value and reduce fraud.

Scott Fuller
Chief Information Officer
Alquemie Group

Uwe Hennig
Director Market Development Apparel, Beauty & Food Intelligent Labels EMEA, Australia, India 
Avery Dennison

Getting RFID off the ground

Join Scott at this round table discussion to share insights and strategy on RFID implementation

• Clear reasons why inventory accuracy is critical for store operations
• How RFID is driving consumer benefits
• ]Finding loss faster
• Where to for the Alquemie Group?

Ruhee Meghani
Founder
Allied Collective

Amelia Adey
Loss Prevention Manager
Decjuba

Inclusion in action: managing lack of diversity as a business risk in Retail

How do we secure a more inclusive and equitable retail workplace?

Join Ruhee and Amelia in conversation! The discussion will cover equity and inclusion in retail generally, and also what it means for  Loss Prevention professionals in particular. Ruhee specialises in leading inclusive training to help organisations achieve their equity goals. She is forever curious, straight-talking, and driven by the conversation around inclusion and equity.

Ruhee Meghani

With an academic background in psychology and a bachelor’s degree in Business Management, Ruhee founded Allied Collective, Australia’s first inclusive facilitation agency. Allied Collective is an organisation that aims to value every perspective, voice, and idea. Its purpose is to create meaningful and tangible impact by creating accessible training and facilitation content within platforms, and its vision is to create equity in facilitation, training, and public speaking for all. 

Some organisations she has worked with include Lululemon, Monash University, Arup, Migration Council of Australia, WiCys (Women in Cybersecurity), SAARI (South Asian Australians Representing Ideas) and the Australian South Asian Centre.

Trav Heaven
Founder & CEO
Duress.com

Police responses to retail crime

How can you mitigate your exposure in an emergency?

As retail experiences a surge in violence and aggression, requesting emergency services, and a priority response, is becoming more and more important. Join Trav’s roundtable to explore what constitutes an emergency in retail, the importance of live streaming video to emergency services, what 000 need to see to prioritise a response, and what retailers are doing to mitigate their exposure during emergencies. 

Trav Heaven

Trav founded Duress five years ago, and it has now grown to be the largest safety platform in Australia, used by Government Departments, including Department of Justice, Defence and Health, Australia’s largest retailers, including Coles and Woolworths, and largest organisations, including The Salvation Army and Red Cross. Over the last two years Duress have seen an increase in retailers deploying their safety devices to their teams, including Telstra, McDonalds, Kmart, Hanes, Tip and Top.

James Sibbick
Director of Business Development 
Ekata

Walking the tightrope: planning your 2023 digital fraud strategy

Adapt your strategy to meet consumer expectations and increase acceptance rates

This year, eCommerce fraud is expected to cost merchants in excess of US$48 billion globally.  That’s a 16% increase from 2022. Meanwhile, despite the expected economic downturn, Australians are still expected to spend online, with the market estimated to reach a whopping US$70 billion by 2025. 

And, while consumers demand convenience when shopping online, as data breaches make front-page news, you need to be sure you aren’t accepting fraudsters, while continuing to provide a seamless experience. 

As 61% of merchants across APAC report higher rates of synthetic identity fraud than ever before (the most amongst regions globally), walking this tightrope between convenience and security has never felt so daunting. 

Join us for a best-practice breakdown into how your business can ensure the right processes, tools and data solutions are in place to increase customer acceptance rates without increasing fraud. 

Learn more about: 

• Recognising the latest trends in eCommerce fraud to know what to expect and how to mitigate it 
• Implementing strategic friction to successfully balance CX with security
• Understanding why data enrichment and machine learning is key to identity verification in 2023 and beyond.

Andrew Wolf
National Central Loss Manager
Officeworks Ltd

Luke Dynan
General Manager
Accertify APAC

Account registration fraud – a retail perspective

What is account registration fraud? How does it manifest? What steps can you take to reduce risk?

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