09:00
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09:15 |
Chairman's opening address, Professor Martin Gill |
09:15
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09:45 |
Solicitor General, Edward Garnier QC MP
With the Governments classification of crimes against retailers, such as shoplifting, so high on retailer’s agendas right now then we are delighted to welcome the Solicitor General, Edward Garnier QC, MP who will be outlining the coalition Governments strategy for these so called ‘low level’ crimes – followed by open floor questions. |
09:45
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10:00 |
Open floor questions to the Solicitor General, moderated by the conference chair |
10:00
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10:30 |
Launch of 'The' Retail Fraud Survey
Providing a detailed understanding of the fraud and loss prevention strategies of the UK's leading 100 retailers.
Brian will be covering how retailers can benchmark themselves against industry norms, norms which will be known and shared for the first time.
Brian Hume, Managing Director, Martec International |
10:30
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11:15 |
Tea & Coffee
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Conference 1: Technology Solutions |
Conference 2: Online Fraud
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| 11:15 |
Chairman's opening address
Professor Martin Gill |
11:15 |
Chairman's opening address
Hugh Ferridge, Group Loss Prevention & Sales Audit, Selfridges |
11:15
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11:45 |
The retail business case for ID checking - Checking an individual's identity is a challenge for the retail sector, yet it is increasingly important as consumer fears grow around identity theft while organisations strive to improve business efficiency and customer service.
Experian will address how electronic ID verification can help retailers:
- Increase genuine customer acquisition and revenue opportunities
- Improve straight-through processing for a smoother customer experience
- Prevent revenue loss through charge-backs
- Reduce costs associated
with fraud
- Comply with AML and KYC regulations
- Confidently support the sale of age-restricted goods
Becky Weafer, Senior Account Manager, Experian |
11:15 - 11:45 |
Managing International Ecommerce Fraud Prevention
Kami Boyer, Head of Group Marketing, Retail Decisions
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11:45
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12:15
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Try Something New Today...
Sainsbury is taking its own strapline literally by 'trying something new' that with a new fraud team that is striving to be retail industry leading in uncovering fraud. Jason Hall, national investigations manager for Sainsbury's is leading the change of emphasis from loss prevention to profit protection and will discuss how the brand is 'tasting the difference' through its new strategy and how the use of its Eagle-Eye Technology has helped to identify everything from communication and process failure to fraudulent activity on an industrial scale: the dismissed Sainsbury's IT worker who abused the Nectar points system by spending an astounding £7million over seven months on groceries. Yet, as Hall explains: no one really knows what Eagle Eye is or how it works……
Jason Hall, National investigations Manager, J Sainsbury Plc.
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11:45 - 12:15 |
It's Child's Play
Kiddicare, the UK's number one online baby shop and award winning supplier of baby products and accessories, has seen a dramatic reduction in fraudulent transactions whilst converting an increased number of genuine orders, previously cancelled due to fraud concerns. Simon Harrow, Technology Officer at Kiddicare, will discuss the challenges the company encountered and the success it's achieved by making smarter decisions to let more legitimate orders through from genuine customers while still preventing fraudulent activity.
Simon Harrow, Technology Officer, Kiddicare |
12:15
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12:45
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Protect Your Staff, Protect Your Profits
The presentation is analysing the problem of cash loss in the retail sector and offering ideas to prevent this.
Cash Loss is an existing but rarely addresses problem in the retail sector, it does not receive the same amount of attention as other problems in the field of Loss Prevention.
The presentation will start examples of how cash can be lost in the retail environment. This part is based on investigations in the retail sector on how cash shrinkage or even theft happens in every day business.
Based on this introduction Dave Lunn will present statistics and provide information around the problem of cash loss. This will lead to a general overview and a look into the future of the issue. Cash Loss is seen as a separate discipline of Loss Prevention, next to internal and external theft, vendor fraud and administrative errors, but is not receiving the same amount of attention as these. The presentation aims at raising awareness of this particular issue.
To conclude the presentation Dave Lunn will address ways of dealing with these problems and offer solutions and strategies to reduce the amount of cash lost in the retail sector.
Dave Lunn, Sales & Marketing Director of Tellermate
|
12:15 - 12:45 |
Online Fraud: Knowledge is Power
Despite the economic doom and gloom, 2010 proved to be another bumper year for eCommerce. But with merchants losing an average of 1.6% of online revenue to online fraud, no one can afford to rest on their laurels. Consistently rated as the number one threat to merchants, online fraud is getting trickier to detect.
Drawing on findings from CyberSource's 2011 UK Online Fraud Report, Dr Akif Khan will explore some of the key challenges facing today's retailers and will discuss techniques and guidelines for improving process inefficiencies and the building of fraud detection rules to help you preserve good customers and keep fraudsters out.
Akif Khan, Director, Products and Services, CyberSource Ltd |
12:45
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13:15 |
Perpetual Profit Protection
The National Profit Protection Manager for Lloydspharmacy, Alan Ledbrook, will use his presentation to share with everyone how a well thought through strategy regarding the use of Technology has brought rewards in several areas of their business. He will describe how from the initial investment in 'Forensic Data Mining Software' he quickly tackled fraud and improved processes at the same time.
The real thrust of his presentation however is how he has fed the learning's from this investment into other business protection initiatives year on year. They are measurable with results and improvements there for all to see.
Finally how he is now providing invaluable input to other multi million pound investments by Lloydspharmacy in technology such as a new EPOS operating platform.
Alan Ledbrook, National Profit Protection Manager, Lloyds Pharmacy |
12:45 - 13:15 |
The BRC produced its report on Future Online Security: Tackling eCrime and Fraud in December 2010.
This presentation by Catherine Bowen will highlight the importance of internet retailing and the impact that increasing eCrime is having on the retail sector. Catherine will discuss some of the future challenges for retailers trading online. The presentation will conclude with a discussion on each of the BRCs recommendations for future development in tackling growing eCrime.
Catherine Bowen, Head of Crime Policy, BRC
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13:15
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14:00 |
Lunch
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14:00
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14:30
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Changing of the Guard
"The changing face of a physical security - How Travis Perkins Group have moved over 1250 sites from third party Intruder Alarm monitoring to their purpose built IP monitoring and how the use of leading edge technology, and in particular analytic CCTV, can change the face of future physical security strategy"
Ian Paton, Security Solutions Manager, Travis Perkins |
14:00 - 14:30 |
Getting online fraud covered: figleaves.com:- an etailer's view of the fight
against fraud
When a brand positions itself as the ultimate online destination in lingerie, you better have a strong strategy in place to deal with the potential CNP fraud that identifies the site as an attractive place to shop. Jennifer Page, fraud prevention specialist at figleaves.com explores the lingerie brand's journey to achieving low chargeback rates, as well as tools, trick and trends worth noting while taking an overview of the experience to date of CNP fraud's evolution.
Jennifer Page, Fraud Prevention Specialist, figleaves.com |
14:30
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15:00
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So that’s why Mums go to Iceland: ...
Iceland’s familiar strapline is customer facing but in reality its internal collaborative processes are getting the retail industry talking in terms of its claim to have lowest shrink on the High Street. Head of Corporate Audit Ady Houghton will describe how the brands cross functional approach helps deliver process and profitability by managing reductions and waste throughout the supply chain – from purchase through merchandising and retail operations to profit protection.
Managing shrink is a cross business responsibility and Iceland has developed a culture of daily and weekly communication and its own set of investigation and reporting tools to constantly measure real-time inventory accuracy, availability and waste at the click of a mouse to realise product profitability within its shelf life.
Central KPI’s and a shared culture on zero-tolerance to shrink enable the team to be hot on ‘Hot shops stock loss’ as LP forms a strategic part of the retail business partnership where staff and supplier education and training are pivitol to the process of getting it right first time, every time.
Ady Houghton, Head of Loss prevention, Iceland |
14:30 - 15:00 |
eBay Global Asset Protection team
This session will feature executives from the world's largest on-line marketplace eBay Inc Global Asset Protection team, who will review their best in class fraud preventive technology, law enforcement investigative support resources and outline how collaborative partnerships combat the attack criminal behavior, including organized retail theft. The presenters, both former Senior Retail Asset Protection Executives, will demonstrate how retailers and other criminal investigators can utilize and leverage existing platform tools and internal API features to support investigative efforts, along with sharing of best practices and case studies outlining proven effectiveness. Attendees of this session should expect to walk away with an enhanced understanding and knowledge base related to on-line investigations, and most importantly eBay's effective and transparent initiatives to drive retail like trust with its hundreds of million worldwide user community.
Paul Jones, Senior Director Global Asset Protection, eBay Inc and John J. Mearls, Senior Manager, Global Asset Protection eBay Inc |
15:00
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15:30
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From Fashion to flash points: How to avoid
conflict in stores
They may clash on the catwalks and on High Street sales, but the UK’s leading fashion retailers have made a ground-breaking point of collectively taking confrontation out of their dealings with their customers.
Steve Brant, head of operations for Peacocks explains how members of the Loss Prevention Fashion Forum have collaborated to cut their cloth accordingly to create an industry-leading conflict resolution DVD to suit all styles of fashion brand. Using the stores and staff from 11 of the 28 brands involved, the Forum was keen to help fashion retailers hold up a mirror to their collective approaches to potential clash points – from refund fraud claims to instances of confrontational shoplifting.
Steve Brant, Operations Controller, Peacocks |
15:00 - 15:30 |
Caveat Emptor
Karen Millen is one of the UK’s premium fashion brands with significant International expansion in recent years, but its online presence was being compromised by far east counterfeit goods and B2B websites selling inferior look-a-like product, and even using their own images to promote the illegal trade.
Head of Security, Mitch Haynes will describe how Aurora Fashions worked with the Intellectual Property Crime Unit, eBay and OPSEC to close down thousands of counterfeit sites saving Karen Millen not only tens of thousands of pounds, but also its brand reputation.
Mitch Haynes, Head of Security Aurora Fashions |
15:30
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16:00 |
Tea & Coffee |
16:00
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16:30 |
Here comes the bribe
The Bribery Act, probably the most high profile and potentially business changing piece of legislation to hit the statute books came into force two weeks ago.
Retailers have been burning the midnight oil to ensure the letter of the law compliance with the right processes and procedures. Sam Cowburn will talk about the Co-operative Group's journey to compliance and its determination to shield its core ethical brand credentials.
The presentation will view the cultural challenges of global trade and consider what organisations that are still not compliant now have to do to reduce their exposure.
Sam Cowburn, Bribery Compliance Manager, The Co-operative Group |
16:00 - 16:30 |
Understanding the government's e-crime enforcement strategy
The National Fraud Authority (NFA) is an executive agency of the Attorney General's Office. As one of the law officer's departments, the NFA sit at heart of government with access to key decision-makers and ministers across a range of key departments.
Stephen Harrison, Director of Enforcement, National Fraud Authority |
16:30
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17:00 |
How do LP practitioners assist with job security during economic downturn?
In the cyclical and seasonal world of retail, loss prevention is the first port of call when the words recession and redundancy rear their ugly heads. So how do loss prevention practitioners fight their corner? Carly Richards, Shrinkage and Compliance Controller for Argos will discuss how pragmatism plays a key role in proving the all-important ROI for the LP department which on paper looks like a cost to the business. She will discuss how despite the downturn, her team demonstrates its value to the business bottom line through careful management and measurement. Carly will also discuss why the UK's largest general merchandiser's focus upon the team dynamic of profit protection ensures that each member fully understands 'what good looks like' and why drawing the road map of how to get there is paying huge dividends without additional cost to the business in resource and loss.
Carly Richards, Shrinkage and Compliance Controller, Argos
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16:30 - 17:00 |
Why online collaboration is all in fashion
The Retail Loss Prevention Fashion Forum is the cross industry lobbying organisation that coined the phrase 'collaboration is the new competition.' To make that collaboration work in real time the heads of profit protection for 25 of the high street's fashion brands wanted to be able to share intelligence and best practice in a straightforward and cost-effective manner.
The Forum had looked to the market to see what online information sharing solutions were available, but found the current offerings either too expensive or complex to operate. The solution: the Fashion Forum worked together and with The ORIS Group and Livewire Intelligent Media to design and build its own crime and intelligence sharing database, a secure online and Data Protection Act compliant portal that allows password-only users to post and view incidents around the UK as well as share images of suspected thieves. The Retail Fraud Conference is the exclusive first and last public viewing of its new and bespoke data sharing platform.
Steve Frame, Head of Profit Protection River Island, Nigel Pegg, Livewire Intelligent Media |
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17:00
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Chairs closing remarks and conference close |
17:00
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18:15
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Delegate networking including Complimentary bar
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