Smarter Supply – Driving retail transformation through customer-centric strategy

Tools for Retailers to Work Smarter

Inside Retail Academy brings together retailers and suppliers to connect and be educated by key industry leaders, brands and thought leaders on a focused subject relevant to the challenges being faced in the industry.

This is a one-day forum held in Melbourne, 10 September and Sydney, 11 September hosted at CommBank HQ.

Event Details

Tuesday 10th September – Melbourne – SOLD OUT
CommBank HQ – Level 19, 727 Collins St, Melbourne

Wednesday 11th September – Sydney
CommBank HQ – Level 20, 201 Sussex St, Sydney

8:00am – 8:30am Registration

Regular Price: $170+GST


Price Supplier/Property: $300+GST 
*Only 20 supplier tickets available per state

Smarter supply – Driving retail transformation through customer-centric strategy

In a shift from demand-driven models of the past, a customer-centric supply chain puts customers expectations front and centre. 

So, how are retailers doing this – what’s working well and what’s not? Hear best practice retail case studies on how customer-centric supply chain will help delight customers, drive growth and deliver continued innovation to retail. 

Focus Topics

  • Meeting the demand for sustainability and transparency in the 24/7 era
  • Impact of click & collect, as well as fast, low cost delivery on supply chains
  • Smart warehouses: The new wave of robotics and automation
  • How to create and rollout a truly customer-centric fulfillment model
  • The future of last mile delivery: Accelerating logistics via machine learning enhancements

Through this Academy series, we explore key brand case studies, supported by academic findings and research and underpinned by the tech that enables the execution.

Roles that the next series of Academy is suitable for:

  • Supply Chain 
  • Logistics 
  • Operations
  • Fufillment
  • Warehousing 
  • Customer experience
  • Marketing 
  • E-commerce 


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Featured Speakers


Matt Newell

MC and Host of Inside Retail Academy; Executive Strategy Director - The General Store
Location: Melbourne & Sydney

“Customers expect fast and cheap delivery while simultaneously upping the pressure on sustainability and ethical sourcing. Seems like an impossible combination but there is some exciting innovation happening in the space."


Matt Newell is a global speaker and innovation strategist who works with business leaders around the world to turn information into insights, and help businesses develop high impact customer experiences.

In 2012, he founded the retail strategy and innovation company, The General Store, which has been recognised globally including winning the coveted ‘Store Design of the Year’ award at the World Retail Awards in Paris (beating Karl Lagerfeld and Puma’s flagship in Osaka).

He also sits on the advisory board for the Masters of Marketing program at Swinburne University.

Matt’s has worked with some of the leading retailers in Australia like Woolworths Ltd, BMW, Rebel Sport, Shoes of Prey, Temple & Webster, Glue Store, BCF (Boating Camping Fishing), Hamilton Island, Retail Food Group and Supercheap Auto.

His regular world study tours deliver a global perspective covering international trends, cultural insights and cutting edge innovation. And his engaging and energetic style delivers highly motivating sessions for retail and sales focussed businesses.


Jaana Quaintance-James

Head of sustainability and ethical sourcing - The Iconic
Location: Sydney Only

Jaana Quaintance-James is the Head of Sustainability & Ethical Sourcing at online fashion and footwear store THE ICONIC.

Along with developing and delivering the businesses end-to-end sustainability and ethical sourcing strategy, since her appointment in December 2017, Jaana has delivered THE ICONIC Considered edit, a ground breaking way for customers to shop by their sustainability values. Jaana was also responsible for THE ICONIC’s #whomademyclothes documentary for Fashion Revolution 2019.

In her role she draws on 14 years’ experience in multi-category retail developing and implementing change programs that deliver sustainability and ethical sourcing objectives. She has strong expertise in internal and external stakeholder engagement and a comprehensive knowledge of both the issues on the ground and how to drive forward long-lasting change.

Jaana has a Master of Arts in Organisations and Social Change from the City University of London specialising in Corporate Social Responsibility and a Bachelor of Arts in International Relations & Social Policy from Victoria University of Wellington, New Zealand.

What is Jaana speaking about at the upcoming Inside Retail Academy?

Find out how THE ICONIC are responding to customer demand for transparency and sustainability across the entire supply chain – everything from how products are made right through to fulfilment and returns.


Travis Roberston

Head of Multi Channel operations - Cotton On Group
Location: Melbourne Only

Travis has spent the last 20 years working in the FMCG retail sector.

With 8 years at National Foods distributing dairy product to Retail and Food Service businesses and the last 12 years enjoying the ride at the Cotton On Group in a variety of roles that have all centred around logistics, operations and technology.

In this rapidly changing retail world, his focus has been to support the business growth from setting up logistics solutions in new markets, driving and implementing technology change, servicing and responding to our customers voice and most recently the global expansion of our focus channel of wholesale and marketplace. 

What's Travis speaking about at the upcoming Inside Retail Academy?

The spider web of logistics in an omni-channel retail world is certainly a complex one. Find out how a traditional direct to consumer retailer is supporting business growth through global expansion of wholesale and marketplace, as well as developing logistics solutions in new markets.


Dean Jones

Co Founder - GlamCorner
Location: Sydney Only

Dean is the Co-Founder and CEO of GlamCorner - Australia's largest online designer fashion rental business. After completing a Bachelor of Commerce with Honours in Finance at the University of Sydney, Dean spent the first four years of his career as an investment banker - working in Sydney, London and New York. Dean and his wife Audrey founded GlamCorner in 2012 as they saw an opportunity to introduce the benefits of the Sharing Economy to the wardrobes of Australian women. The company has since raised over $1.3 million in funding from AirTree Ventures and now has over 70 employees.

What's Dean speaking about at the upcoming Inside Retail Academy?

How to create and rollout a truly customer-centric fulfilment model.


Jo Newman

Retail Operations General Manager - Taking Shape
Location: Melbourne Only

Jo is a collaborative and influential Retail Professional with 30 years’ experience in operational/ customer journey roles and has been General Manager Retail Operations at Taking Shape, Australia & New Zealand’s leading Plus Size fashion brand for 15 years. Responsible for over 150 stores across Australia and New Zealand, as well as direct management of the Retail Operations, Store Development & Visual Merchandising teams, Jo has a vast array of skills that drive innovation and growth strategies within the current retail market. Jo has a passion and proven experience in the strategic development of retail expansion, through optimizing omnichannel and human connection to surprise and delight customers.

What's Jo speaking about at the upcoming Inside Retail Academy?

Click and collect – the unexpected return on investment

For Taking Shape, this service is not just about customer convenience – it’s about building relationships, merging the online and offline worlds, driving brand loyalty and upselling whilst in store.  


Mindy Leow

Head of Community Building - B Corporation
Location: Sydney only

Mindy has been instrumental in building the B Corp movement in Australia and New Zealand. She has worked with more than a hundred companies to become B Corp Certified, and hundreds more to use the B Impact Assessment to measure, manage and improve their impact. Before B Lab, Mindy was the General Manager of an Australian B Corp and led a number of key initiatives to grow and support the social enterprise sector in Australia at Social Traders. Previously, Mindy lived in the US for 10 years and worked in the advertising and media industry. Mindy has an MBA from Melbourne Business School and a Bachelor of Arts in Journalism from University of Wisconsin-Madison.


James Allt-Graham

Partner - GRA
Location: Sydney Only

James joined GRA in 2014 having previously been a senior partner with a Big 4 firm. His focus is on utilising his consulting and executive experience to assist clients to improve their strategic and operational performance

For the last 20 years, James has helped organisations in Asia and Australia deliver rapid and sustained performance improvement through the practical application of leading processes, systems and a high performance culture. James has worked with clients in the commercial and government sector and has a focus on engaging executives, agreeing a direction and driving transformation. 

Within professional services James has held senior roles as Head of People for a 5,000 person organisation and as the Senior Partner responsible for the Risk Consulting practice consisting of over 700 professionals. He has served on international projects for clients, steering groups and has been responsible for running a regional business. 

James is a regular speaker at conferences and is often asked for comments by the media.

What's James speaking about at the upcoming Inside Retail Academy?

The next frontier in retail demand planning and inventory fulfilment – Machine Learning, AI & Neural Networks


Carter McNabb

Partner - GRA
Location: Melbourne Only

Carter is a founding Partner of GRA and is widely acknowledged as an influential industry expert. He advises CEOs of some of Australia’s top companies and speaks regularly to this audience. 

For the last 20 years, Carter has helped organisations in North America, Asia and Australia deliver rapid and sustained inventory reductions, service level improvements and supply chain cost reductions through the practical application of leading supply chain processes, techniques and systems.

In addition to his extensive industry experience, Carter runs an Executive Supply Chain Forum comprised of CEOs from ASX 200 companies and is a member of the CEO Institute. He has also authored and delivered Masters courses within Monash University's Logistics & Supply Chain Management Post Graduate Program. 

With a series of published articles and white papers, press quotes and frequent speaking engagements, Carter is a recognised expert in the field. Importantly, he brings a healthy blend of theory and practical, proven experience to the subject of supply chain management.

What's Carter speaking about at the next Inside Retail Academy?

The next frontier in Retail demand planning and inventory fulfilment – Machine Learning, AI & Neural Networks


Tom McCullagh

FBA Account Manager - Amazon
Location: Sydney Only

Tom began his career with Amazon in early 2018 as a Fulfilment by Amazon (FBA) account manager. Since then, Tom has worked with hundreds of Australian businesses across different categories enabling them to successfully utilize Amazon’s logistics network to grow their business on


Sasha Titchkosky

Co founder - Koskela
Location: Sydney Only

Sasha Titchkosky is the Co-founder of Koskela. An innovative and inspiring Australian furniture, design and lifestyle brand. Committed to exceptional design, manufacturing in Australia, protecting our environment, and championing social enterprise. She studied Law and worked as a Management Consultant before starting Koskela with her partner Russel in 2000. Together they have created a successful furniture and design business, winning prestigious design prizes and attracting clients such as Apple, Google, and Australia’s leading law firms and banks. As a Certified B Corporation, they have implemented an ethical agenda across all areas of the business. Sasha is especially passionate about Koskela’s social impact division, which supports and celebrates the work of Aboriginal and Torres Strait Islander community art centres throughout Australia.


John Laing

Senior Expert and ANZ Manufacturing & Supply Chain Leader - McKinsey & Company
Location: Melbourne Only

John is a Senior Expert in Implementation in McKinsey’s Sydney Office and leads McKinsey’s ANZ Manufacturing & Supply Chain Practice.

John works across a variety of industries, such as retail, consumer goods, telecommunications and mining and helps clients achieve results through operational and organisational initiatives.

The primary focus of John’s work is implementing performance transformations that integrate bottom-line improvement work with sustainable change in areas such as manufacturing, supply chain process improvement, sales & operations planning, cost reduction and organisational performance improvements. John joined McKinsey with more than 20 years senior leadership experience with multi-national fast moving consumer goods and gaming companies where he led teams at a Business Unit, Market and Global level.

John is married with three children, he likes to research purchases online and will often transact at bricks and mortar stores. His family would say that in grocery he is an impulse shopper.

What's John speaking about at the upcoming Inside Retail Academy?

The implications on Australian retail supply chains of consumer behaviours and online penetration. 


Jerry Macey

National Manager - Retail Industry - CommBank
Location: Melbourne & Sydney

Jerry is the Retail lead in the Commonwealth Bank’s Business and Private Banking division where he harnesses and
develops the bank’s resources for the benefit of its retail clients. He is well-known for delivering thought leadership, insights and analysis that help retailers succeed.

A strong thread of creativity, innovation and customer focus runs through Jerry’s financial services career, which has included roles in general management, product, go-to-market and strategy in Australia and the UK.

Jerry is the author of the bi-annual CommBank Retail Insights Report. 


Jade Sarita - Arnott

Founder and Designer - Arnsdorf
Location: Melbourne Only

Arnsdorf is a contemporary womenswear brand created by designer Jade Sarita Arnott. The label’s mission is to create modern archetypal clothing for women of both style and purpose while continually driving transparency across all levels of the fashion industry. As a result the company is the leading voice for transparency in Australia, revealing the costs associated with each garment made, as well as the origin of the fabrics and materials used in each product, with the hope to lead and inform a new generation of sustainable customers.

Previously based in New York, the label re-launched after Arnott returned to Melbourne with her family, seeking a more sustainable approach to the fashion industry and life in general. The label completely overhauled its operations in the process, which included creating its own factory and moving almost every aspect of production in-house to retain oversight of its supply chain. Today the company employs up to a dozen highly skilled staff, lead by production manager Gemma Cahill, who create gartments exclusively for Arnsdorf customers.

Focused on creating a more modern shopping experience, Arnsdorf eschewed traditional wholesale, selling its first collection online and through personal styling appointments in its studio before opening its first boutique on Brunswick Street, in Melbourne’s Fitzroy in December 2017. In April 2019, the brand opened a boutique in Melbourne’s Emporium to serve as a central location for its customers. The label offers free shipping and returns, alterations, as well as lifetime repairs on all garments as part of its commitment to the longevity of its customers wardrobes and creating a more sustainable future.

In 2018 Arnsdorf was honored to receive Ethical Clothing Australia certification, which is a testament to the company’s dedication to transparent and ethical manufacturing. Earlier this year, Arnsdorf was awarded full B corp certification, making them one of the first womenswear brands in Australia to hold this status and the first to have hosted runway events at Sydney and Melbourne fashion weeks.


Richard Whetton

Head of Fufillment - Catch Group
Location: Melbourne Only

As Head of Fulfilment for, Richard is responsible for all distribution and Fulfilment activities for the group, including DC operation, 3PL operations and freight. (formally Catch of the Day) is Australia's largest online retailer shipping a very diverse range of products to customers all over Australia.


Jeremy Meltzer

Founder - i=change
Location: Melbourne Only

One of Australia’s leading social entrepreneurs, Jeremy Meltzer is Founder of i=Change, Australia’s fastest-growing social enterprise tech startup. i=Change is turning e-commerce into a force for good, by making it simple and powerful for brands to give back.

As 93% millennials want to shop brands that give back, i=Change bridges the gap between retailers and customers who are increasingly seeking brands that reflect their values - and shopping accordingly.

In partnership with over 80 retailers, including iconic brands like Pandora, Camilla, and Clarins, i=Change has already raised $1.25m and counting, impacting over 289,000 women and girls in Australia and around the world.

i=Change is driving customer engagement, conversions and loyalty, and with ‘impact insights’ and data, proving how giving back can be a powerful part of a brand’s identity and their ongoing marketing mix.

i=Change has won:
• Australia Post ORIA for Best Bootstrapped Growth Initiative
• Fintech Australia’s Pitch Night
• The Australian Technology Award for best small to medium enterprise
• Optus Innovator of the Year (Finalist)
• Voted one of 50 most innovative start-ups in Australia
Jeremy has given a TED talk, and often speaks at retail conferences. When not working
or visiting an NGO project partner in some distant corner of the world, he’s a
passionate photographer, loves to exercise, and attributes his relative sanity to daily


Patrick Showyin

Global Supply Chain Director - T2 and Unilever
Location: Melbourne Only

Supply Chain Executive with passion for people, business and driving positive impact with 15-years end to end Supply Chain experience across FMCG/CPG and Omni Channel Retail. Leader of business transformations across Supply Chains, Organisations, Technology and Sustainability. Experienced in scaling businesses globally and across channels, plus ownership of large scale global Sourcing, Manufacturing, Distribution and Fulfilment Supply Chains. Passionate in building capabilities and teams.


Lauren Honeycombe

Global Consumer Experience Manager - Icebreaker
Location: Melbourne Only

Lauren Honeycombe leads the consumer experience for icebreaker, with key ownerships over the in-store environment, retail design and sustainable packaging roadmaps. Along with compelling campaigns aligned to consumer values, Lauren is committed to future-focused development across all icebreaker’s physical material suites. With an increasingly environmentally-aware consumer, it’s evident that sustainable supply chains, sourcing and packaging deliver long term equity and brand advocacy – beyond being the right thing to do. Lauren has spent the last 10 years in B2C/B apparel and retail marketing roles, with functional expertise in retail operations, print and digital media. She has a Bachelor of Commerce and Bachelor of Arts from Auckland University.


Apurva Chiranewala

Vice President of Strategy & Partnerships - Sendle
Location: Sydney Only

Apurva heads strategy and partnerships at Sendle – Australia’s first 100% carbon neutral courier and a B-Corp - with a focus on supporting the most underserved small and micro businesses. He is well known in the industry as he comes from a very visible position at eBay where he was head of shipping for the ANZ region. With his background in building a couple of high-growth start-ups in India including one which involved solar powered rickshaws (trikes), he brings some rich domestic and international perspectives…


Arabella Clare

Head of Online & Customer Care - Australian Geographic | The Co-op
Location: Sydney Only

Arabella is Head of Online & Customer Care across both the Australian Geographic and The Co-op retail brands, which have a combined footprint of over 100 stores nationally. Spearheading a period of digital transformation for the company, Arabella's focus has been on creating a holistic ecosystem which supports and enhances the customer experience. Having joined the business in October 2018, her digital initiatives have already made a significant impact across both brands - fostering consistent and continuing online growth and customer satisfaction. Internally, her strategies have improved efficiencies, lowered costs, and encouraged cross-department collaboration; embodying the company mantra of 'Be the best, make it happen, one team'. Having studied and worked in the UK for 13 years, Arabella returned to Sydney in 2014 to continue a career in Digital Marketing and Brand Development. With a passion for creative problem solving and a focus on understanding the customer and their needs, she has helped brands strengthen and grow their online presence with cost-effective strategies.

Max Neilson

Max Neilson

Team Manager - Hays
Location: Sydney Only

Max Neilson manages the white collar Hays Logistics team in Sydney with his team covering all specialist logistics roles within the Sydney metro area. Max began his career at Hays in 2017 recruiting for technical supply chain roles before becoming a warehousing specialist consultant and then taking over management of the Hays Logistics team in December 2018. Hays Logistics are experts in recruiting professionals for supply chain, warehousing, transport, freight forwarding and operational roles. Max also works with leading employers of logistics professionals in Sydney and understands what employers are looking for.


Lewis Ironside

Team Manager, Supply Chain and Manufacturing - Hays
Location: Melbourne Only

Lewis Ironside specialises in supply chain recruitment across the Victoria regional with broader managerial responsibility for a team across logistics, manufacturing and defence divisions. Working with exceptional customers, his primary focus is to partner with candidates and clients, using the depth and breadth of his expertise and market knowledge to ensure the unique match that makes individuals, companies and industries flourish. Hays Logistics are experts in recruiting professionals for supply chain, warehousing, transport, freight forwarding and operational roles. Lewis also works with leading employers of logistics professionals in Melbourne and understands what employers are looking for.


Pippa Kulmar

Co Director - Retail Oasis
Location: Sydney Only

Pippa’s is the co-director of RetailOasis, a business consultancy dedicated to creating the future of retail – which is also a registered B-Corp. She’s has a life long passion for understanding human behaviour and a deep love of retail. She’s worked with a raft of established businesses - like Super Retail Group, Mirvac, Accent Group and Mitre 10 NZ - all the way through to start–ups helping them understand how to appeal to their future customer.


Michael Jee

Sales Director, Australia - Vanderlande
Location: Melbourne & Sydney

Accomplished, result driven senior manager with a proven track record. A high level of expertise in Sales Management, Consultant & Integrated Solutions Sales, Contract Management, Business Development Management and Marketing across International markets and multiple industry sectors. 


Andrew Davies

B Lab Australia & New Zealand
Location: Melbourne Only

Andrew Davies has joined B Lab as their new CEO after a career spanning commercial law practice and executive management roles, and most recently running a family office and his own businesses in the finance and recreation industries. Andrew is passionate about the role business can and should have in improving the world, contributing positively to change, and enriching the lives of everyone in our community.

B Lab is a nonprofit that serves a global movement of people using business as a force for good. B Lab’s initiatives include B Corp Certification, administration of the B Impact Management programs and software, and advocacy for governance structures like the benefit corporation.


Tuesday 10 September 2019 – Commbank HQ Collins St, Melbourne

8:00am – Registration and Arrival

8:30am – Opening Intro
Matt Newell, MC and Host of Inside Retail Academy; Executive Strategy Director – The General Store

8:45am – Meeting the demand for sustainability and transparency in the supply chain
Lauren Honeycombe – Icebreaker

9:05am – The Click and Collect journey – build relationships, upsell and create brand loyalty. All the hidden bi products of an end to end service
Jo Newman – Taking Shape

9:25am Panel: A better way of doing business – unpacking business operations through the lens of B Corp
Host: Andrew Davies – B Lab
Jeremy Meltzer – i =change
Patrick Showyin – T2 / Unilever
Jade Sarita- Arnott – Arnsdorf

10:05am – The spider web of logistics in an omni channel retail world
Travis Robertson – Cotton On Group

10:25am – Morning Tea

11:00am – The implications on Australian retail supply chains of consumer behaviours and online penetration
John Laing, McKinsey & Co

11:20am – The next frontier in Retail demand planning and inventory fulfilment – Machine Learning, AI & Neural Networks
Carter McNabb – Partner GRA

11:40am – The new frontier of last mile delivery in the era of digitisation
Richard Whetton, Head of all Distribution and Logistics Operation, Catch Group

12:00am – Delivery: Closing the gap between what retailers offer and consumers want. Insights from CommBank’s latest Retail Insights research
Jeremy Macey – CommBank

12:20pm – Working lunch + Roundtables

  1. The next frontier in Retail demand planning and inventory fulfilment – Machine Learning, AI & Neural Networks
    presented by GRA
  2. Last Mile
    presented by Commonwealth Bank
  3. Hotspots of skills in demand in logistics presented by Hays Recruitment
  4. Future Technology in Future Supply Chains – Michael Jee
    presented by Vanderlande

2:00pm – Event wrap up

Wednesday 11 September 2019 – Commbank HQ Sussex St, Sydney


8:00am – Registration & arrival

8:30am – Opening intro
Matt Newell, MC and Host of Inside Retail Academy; Executive Strategy Director – The General Store

8:45am – Meeting the customers demand for sustainability and transparency in the supply chain
Jaana Quaintance-James, Head of sustainability and ethical sourcing, The Iconic

9:05am – Impact of rising customer expectation on supply chains: click & collect, same day, cost effective delivery
Arabella Clare, Head of Digital & Customer Care – Australian Geographic/ The Co-Op

9:25am – Panel: A better way of doing business – unpacking business operations through the lens of B Corp

Host: Mindy Leow – B Corp
Pippa Kulmar – RetailOasis
Sasha Titchkosky – Koskela
Apurva Chiranewla – Sendle

10:05am – Creating a customer focused delivery experience
Tom McCullagh, Amazon

10:25am – Morning Tea

11:00am – The implications on Australian retail supply chains of consumer behaviours and online penetration
John Laing, Senior Expert and ANZ Manufacturing & Supply Chain Leader of McKinsey & Co

11:20am – The next frontier in Retail demand planning and inventory fulfilment – Machine Learning, AI & Neural Networks
James Allt-Graham, Partner, GRA

11:40am – Embedding customer centricity in fulfilment models
Dean Jones – Co founder, GlamCorner

12:00am – Delivery: Closing the gap between what retailers offer and consumers want. Insights from CommBank’s latest Retail Insights research Jeremy Macey, CommBank

12:20am – Working lunch + Roundtables

  1. Last Mile 
    presented by Commonwealth Bank
  2. Future Technology in Future Supply Chains – Michael Jee
    presented by Vanderlande
  3. The next frontier in Retail demand planning and inventory fulfilment – Machine Learning, AI & Neural Networks
    presented by GRA
  4. Hotspots of skills in demand in logistics presented by Hays Recruitment

2:00pm – Event wrap


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