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Retail Reimagined: Driving Simplicity, Innovation & Growth

SAP Insight Report

Introduction

The retail sector is undergoing a seismic shift, with evolving customer expectations and market pressures forcing leaders to rethink their business strategies. Future competitiveness hinges not just on agility, but on cultivating a culture of continuous innovation. The question is no longer whether transformation is necessary, but how quickly and efficiently businesses can evolve to meet the growing demands of consumers.  

This is retail’s imperative and was the strategic context that drove discussions during the recent executive roundtable hosted by SAP, supported by Connect Media. Following the theme of Driving Simplicity, Innovation & Growth in Retail the roundtable convened industry leaders to explore how SAP has become a strategic growth partner for businesses when it comes to simplifying operations, driving innovation and accelerating long-term growth for the future.  

Conversations were led by Linda Davis, Head of Industry Advisory & Centre of Excellence, SAP with exclusive insights from Felicity Mcintosh, Head of Loyalty & CRM, Bapcor Retail. 

Simplifying Complexity Through Automation

For today’s retailers, operational complexity represents one of the most significant barriers to growth and agility. The challenge spans multiple fronts, from managing expansive product catalogs and fragmented customer data to overcoming siloed systems that hinder visibility and efficiency. Forward-thinking retailers are demonstrating that these challenges can be transformed into competitive advantages through strategic simplification and intelligent automation. 

A compelling example of this can be seen through Bapcor, the automotive retail group that reimagined its customer engagement strategy. The company moved from rudimentary email collection to a sophisticated, yet simple loyalty program powered by SAP Emarsys. Previously reliant on basic email collection, the company now leverages automated, multi-channel engagement to drive repeat purchases and customer retention. By implementing an automated, multi-channel approach built around straightforward spend-and-earn mechanics, Bapcor achieved remarkable results: increased customer retention, higher lifetime value, and stronger purchase frequency, all managed by a lean CRM team. 

“We try to keep it simple. A spend-and-earn points system – but layered with automation across email, web, and mobile. That’s where we see the real growth happening” Filicity Mcintosh shared during the roundtable. 

As Bapcor proved, SAP’s tools like Emarsys deliver sophistication through simplicity -integrating seamlessly with legacy systems to unlock rapid ROI. 

Agility & Experimentation at Scale

The ability to experiment, learn, and adapt quickly has become a critical differentiator for retailers, yet many businesses remain trapped in ‘paralysis by analysis,’ waiting for perfect solutions. As the retail landscape continues to shift at an accelerating pace, leaders must embrace a mindset of experimentation if they are to stay on the front foot of change. 

Bapcor’s loyalty program evolved through trial and error. What began as a conventional points-based system evolved into a sophisticated retention engine through continuous testing.  

As Felicity highlighted during the roundtable, “We’ve made a lot of mistakes along the way, but we are learning every day. You must start somewhere.” 

Businesses do not need perfect solutions from day one. They should start small, measure impact, and scale what works. In an industry where change is the only constant, the most successful retailers will be those who build experimentation into their operating DNA. As seen through Bapcor, the path is not linear. It’s a continuous cycle of testing, learning and refining. 

Conclusion

Retail’s future belongs to those who operationalise simplicity as a springboard for innovation. Transformation is a continuous journey. By simplifying complexity, businesses can fuel innovation and ultimately drive long-term growth. Leaders must fully embrace a mindset of continuous experimentation if they are to withstand the current pace of change in the future.  

Through strategic partnerships with enablers like SAP, retailers can address the age of disruption with agility and efficiency at scale.  

As Linda Davis, Head of Industry Advisory & Centre of Excellence, SAP highlighted, “If you’re trying to solve a problem, ask SAP – we’ve likely already helped others navigate it as well. Let’s create your next competitive advantage together.” 

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Arti Oza

As Connect Media’s sole Designer, Arti is responsible for the creative visual direction and design of our entire suite of multimedia commercial and promotional material. She holds a Bachelor’s Degree of Design in Animation from the University of Technology Sydney. Arti’s artistic skill extends beyond her diverse corporate portfolio, and she has been known to draw incredibly realistic and stylised portraits of people.

Caprice Jee 

As the Event Producer, Caprice is responsible for acquiring the speakers to perform keynotes and participate in panel discussion. She liaises with C-suite and senior level executives to ensure that they are well-prepared for their speaking arrangement. She also supports sponsor needs through roundtable offerings.
 
Caprice holds a Bachelors in Psychological Science from UNSW, a background in Recruitment, and thus extensive corporate background knowledge. In her spare time, Caprice loves to cosy down with a good book and hot cup of peppermint tea. 

Mitch Cohen

As Head of Content & Strategy, Mitch is responsible for developing  the strategic-agendas for our entire portfolio of industry and bespoke events, as well as the design, execution and editorial oversight of B2B content marketing services for our clients. 

In his free time Mitch enjoys exploring Sydney’s music scene, surfing and a good cup of coffee. 

Lachlan Watts

Lachlan is responsible for driving strategy and partnerships across Connect Media’s portfolio of events and digital services. With a background in marketing, communications, and stakeholder engagement, he’s passionate about delivering value for clients and building strong, long-term relationships. Outside the office, Lachlan keeps busy as a drummer, and is heavily involved in community service & volunteering.

Lisa Eam

As Client Event Manager, Lisa is responsible for the seamless, back-end management of our event operations. She also charges the management of client, speaker and sponsor needs across both our event and bespoke roundtable offerings. Lisa holds a Bachelor’s Degree in Management in Events and Leisure from the University of Technology Sydney and has an extensive background in venue management and hospitality.

She currently holds the office title of ‘In-House Expert’ when it comes to the Sydney culinary scene, and is often the envy of all our office lunches.

Jack Martin

Jack leads sponsorship, business development, and client relationship management for our leading organisations. With a background in supply chain, he brings a strategic approach to creating meaningful impact for clients and building long-term, trusted partnerships. Outside of work, Jack is passionate about meditation, golf, and travel.

Malin Haug

As Event Manager, Malin is responsible for the seamless back-end management of our event operations. She also leads the management of client, speaker, and sponsor needs across our events and bespoke roundtable offerings. Malin holds a Bachelor’s Degree in Event Management from the University of Technology Sydney and brings extensive experience from the event space and customer service to her role.

Malin is an eager hobby sewist and creates her own clothes. Whether it’s a carefully crafted blouse or a tailored vest, chances are she’s sporting one of her designs whilst on-site

Jane Forbes

As Marketing Director, Jane plays a pivotal role in realising our long-term marketing agenda. Before assuming her current role, Jane served as Connect Media’s Data Manager for over two years. Jane holds an Advanced Diploma in Hospitality Management, and has over a decade’s dedicated senior experience in the events space. Jane enjoys escaping the hustle and bustle of the city to spend quality time at the beach with her young family.

Bridee Arrighi

As Operations Director, Bridee has operational oversight of our entire event portfolio, including stakeholder relations and end-to-end event management. Bridee graduated from Macleay College with a Bachelor of Business specialising in Event Management, and has over five years’ dedicated experience in the events space.

Bridee has a passion for the outdoors, and was quick to commandeer the best window seat in our office.

Dominic Patterson

Since founding the company in 2009, Dominic has fostered a culture of innovation and creativity, producing world-class conferences and pioneering advancements within the industry.

A media entrepreneur with over 20 years’ experience in B2B communications and events, Dominic has led Connect Media to be twice recognised as a BRW Fast Starter, a BRW Fast 100 Company, and a SmartCompanySmart50.

A keen sportsman and a supporter of the performing arts, Dominic maintains an active interest in public policy and has hosted a radio show with several listeners.

He has a Bachelor of Arts in Management (Economics) from the University of Westminster in London, certificates from AFTRS, NIDA and is a member of the Australian Institute of Company Directors.