Dr Gary Mortimer is an active researcher in the areas of food retailing, retail operations and shopping behaviour, particularly consumer behaviour in food retailing and shopping. He has published and presented papers in this area.

Prior to joining QUT, Gary spent over 20 years working with some of Australia’s largest general merchandise and food retailers. He was appointed to the Advisory Board of the Institute of Food Products Marketing, Philadelphia (US) in 2012 and sits on the council of the Australian Marketing Institute. Considered a retail expert, he is a regular commentator across newspapers, current affairs, television and radio.

Gary Mortimer about Customer Experience

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.

Heather is the acting editor of Inside Retail. She has been covering the retail industry for the past two years, with a particular focus on the rise of e-commerce. Despite this, she is an avowed instore shopper. Previously, she reported on politics and culture as a freelance writer for various outlets, including the Los Angeles Times and Washington Post.

Wai has extensive retail industry experience gained through senior executive and board roles. Her former executive roles included Operations Director for The Just Group and CEO of Peter Alexander. Prior to joining The Just Group, Wai was General Manager of Business Development for Pacific Brands.

Wai is a Board member of Vicinity Centers Limited, JB Hi-Fi and kikki.K Pty Ltd. She also represents the Victorian Government as a Board member for Visit Victoria and Melbourne International Arts Festival. Additional to her Board roles, she also provides strategic advice to major Australian retailers.

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.