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Duty Free for the Future: What's in Store with the Onboard Retail Revolution

Bill Panoff (Chairman and CEO, PPI Group)

Ron Goncalves, MBA, PMP (Vice President Retail Performance & Operations, Starboard Cruise Services)

Nadine Heubel (CEO, Heinemann Americas Inc.)

Adrian Pittaway (Head of Retails, MSC Cruises)

Rene Riedi (Regional COO Latin America & Caribbean, Dufry America, Inc.)

Location: Cruising Innovations Theater

Date: Wednesday, April 10

Time: 11:15am - 12:00pm

Sector: Retail, Ship Services

Pass Type: Open to All Pass Holders - Get your pass now!

Event Type: Cruising Innovations Theater

Vault Recording: TBD

Amazon recently announced the opening of 3,000 new Go stores promising shopping with no cash, no cashiers, no checkout lines. The same technology is already aboard Princess ships offering Alipay and WeChat Pay in boutiques for Chinese cruisers. We’ll consider other ways in which cruising is uniquely suited to take advantage of amazing advances in retail, like emotion-sensing AI that detects moods and desires, FashionAI that selects perfect items to coordinate with each customer’s personal style, or avatars (similar to Carnival Corporation’s Ocean Tagalongs) that interact and guide customers through purchasing decisions. The future is already here – are you ready for it?

Points for discussion:

  • With the growing millennial market, what generational tendencies are you clued into with your guests?
  • How are personal devices at sea being utilized for better shopping? (And how are you coping with competition from online bargain outlets?)
  • How are you using analytics to change shopping – by, for example, mapping where customers pick things up to better position products?
  • How will revenue areas look in 10, 20 years and beyond? Robotic helpers? Pop-up shops? Augmented reality to try things on? Use of sensory technology to gather data on customers’ positive or negative feelings and adapt offers in real time?