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Most in the duty free & travel retail industry would admit that not enough travellers enter retail outlets during their journey through the travel environment. But even fewer travellers could be described as loyal customers. The challenge to increase rates of penetration and conversion is, arguably, secondary to an even greater challenge: how to convert the increasing number of international travellers around the world into loyal, repeat customers for whom duty free & travel retail is part of their journey.

The Re-engage: driving customer loyalty workshop will explore how our industry can increase repeat spend from travellers, at a time when sales growth is well behind increases in traffic. Topics for discussion will include ways to enhance the value proposition, marketing techniques, communication and the future role of technology in engaging passengers and encouraging spend.

This session will hear from:

CC Lee
Chief Operating Officer at China’s leading travel retailer China Duty Free Group


Nicola Wells
Director Global Marketing & Strategy at multinational operator Aer Rianta International


Kian Gould
Founder & CEO of innovative technology provider AOE, whose work at Frankfurt Airport in particular is setting new standards for customer engagement


This workshop will be moderated by Kapila Gohel, Editor, Duty-Free News International.