Service Innovation for the Future of Shopping

Surprised young women looking the shopping  bags

Programme Overview

What are the emerging trends that will shape and revolutionise the shopping experience of the future? What do Asian consumers really want from online and offline shopping platforms? How can retailers build resiliency by managing uncertainty using scenario planning?

Join us for this workshop as we share insights from ACI’s research into the shopping and lifestyle expectations and aspirations of Asian consumers.

These unique insights will help retailers prepare for the changing needs and demands of Asian consumers and to future-proof their businesses in what is expected to be an increasingly uncertain and dramatically changing retail environment.


Date, Day
27 June 2018 (Wed)

9:00 am – 5:00 pm

Novotel on Stevens

Contact us:

Wendy Chin
Assistant Director, Business Development and Project Management
E: | T: +65 6592 3009

Mid to senior level executives who are in the following industry should sign up for the workshop:

  • Retail
  • Food & Beverage
  • Business Consultancy
  • Retail Payment Providers

The workshop will provide participants with a greater understanding of consumer trends from 10 Asian countries, “Service Innovation Triangle” and to use scenario planning to manage uncertainty.

The workshop will be split into eight sections with a good mix of presentations, exercises and group discussion.

9:00am Business in uncertain times – Consumer trends from 10 Asian countries
Richard Cuthbertson & Malobi Mukherjee

9:30am  Managing uncertainty with scenario planning   
Malobi Mukherjee

10:00am  Identifying the driving forces & critical uncertainties
Facilitated by Richard Cuthbertson  & Malobi Mukherjee

10:45am  Tea/Coffee break

11:00am  Developing future scenarios of shopping in Asia
Facilitated by Richard Cuthbertson & Malobi Mukherjee 

12:30pm  The future of retailing in Asia – the ACI/OXIRM view
Malobi Mukherjee 

1:00pm  Lunch

1:45pm  The Service Innovation Triangle: New customer experiences, service system, and/or business model
Richard Cuthbertson 

2:45pm  Tea/Coffee

3:00pm  Operational implications of future retail scenarios using Service Innovation triangle
Facilitated by Richard Cuthbertson & Malobi Mukherjee

4:00pm  Group feedback – Translating uncertainties into strategic thinking and operational action

5:00pm  Concluding thoughts & end of workshop


Richard Cuthbertson
ACI Fellow
Research Director, Oxford Institute of Retail Management, Saïd Business School, University of Oxford

Richard Cuthbertson is Research Director at the Oxford Institute of Retail Management at Saïd Business School, University of Oxford. He is a leading expert in the development of consumer-facing companies and the convergence of online and in-store retailing. Richard works with retail practitioners and policy makers in the UK and overseas.

He encourages policymakers to understand the importance of retail and how it can create wealth, employment, and a more representative society. As well as working with governments in Europe, Asia and the US, Richard and his colleagues liaise frequently with retailing practitioners, such as Association of Convenience Stores, Sainsbury’s, Intel, P&G, BP, Santander, Wipro and KPMG, advising them on a range of issues including loyalty marketing, distribution systems and the future of retail using the scenarios approach. As the author of over 100 published articles, and Research Director of the Oxford Institute of Retail Management within Saїd Business School, Richard has extensive experience of leading research teams.


Malobi Mukherjee
Research Fellow, ACI

Dr. Mukherjee joined ACI as a Research Fellow in October 2015. Her research interests focus around international retail development in emerging markets and she adopts the scenario planning methodology in researching the future of retail development in emerging markets. She also holds a Research post within Said Business School, University of Oxford. Her work has been published in Asia pacific business review, Futures and International Review of Retail, Distribution and Consumer Research. She is editor of the book ‘Retailing in emerging markets: A policy and strategy perspective’ and has written op-eds for Times of India and Indian Express. She has experience in working with retailers such as John Lewis, Sainsbury’s and global companies such as AMDOCS in her capacity as a researcher and consultant.

Dr. Mukherjee completed her doctorate from Manchester Business School, University of Manchester in 2006. She has an MBA from the University of Leeds and a First Class Bachelor’s Degree in Sociology from Presidency College, University of Calcutta, India.