What Retail Leaders are Doing to Nail the Customer Experience
Thursday, 21 August
7:00 am — 9:00 am AEST
The Rialto, Podium East, Level 2/525 Collins St, Melbourne VIC 3000
In partnership with Taguchi, CoreDNA and Storeplay, we're excited to host an event for businesses and professionals in the retail and eCommerce space.
This panel and networking event brings together retail and franchise leaders from Clark Rubber, Accent Group, Endota Spa, and Mad Mex, as they reveal how to deliver exceptional, unified customer experiences, no matter where or how customers engage.
Learn practical strategies for marketing, operations, and scaling your brand without compromise.
What we’ll cover:
- How top retailers define and measure CX consistency
- Proven ways to unify digital, in-store, and sensory touchpoints
- Platforms and tools that enable national brand execution, locally
- Lessons in scaling while staying authentic.
If you drive retail marketing, eCommerce, CX, digital transformation, or manage store networks, this event is made for you. Don’t miss your chance to meet insiders and get their tips on scaling brand experience without sacrificing personal connection.
Learn more about our event partners:
- Taguchi is a distributed marketing platform for franchise groups that empowers franchisees with local marketing control while maintaining brand consistency.
- CoreDNA helps membership organizations manage the full member experience from seamless sign-ups to online programs, all in one platform.
- Storeplay enables retailers to monetise their music, digital signage and personalised offers through our self-contained retail media network.
Speakers
Anthony Grice
CEO, Clark Rubber Franchising
A seasoned business leader with a strong track record in retail, franchising, and strategic growth. Anthony has led the iconic Clark Rubber brand through a period of revitalisation, innovation, and national expansion. His leadership is marked by a deep commitment to franchisee success, customer experience, and operational excellence.
Claire Austin
CMO, Endota Spa
Claire leads brand strategy, customer experience, and digital transformation for one of Australia’s most recognised wellness brands. She brings a deeply human approach to leadership—balancing creativity, data-led decision making, and commercial clarity to build meaningful brand connections. Working alongside a passionate team and like-minded partners, Claire is focused on delivering results today while building the foundations for tomorrow.
Jarrod Schwager
Digital Marketing Manager, Mad Mex
Jarrod is a data-driven Digital Marketing Manager and is responsible for the Mexican restaurant groups digital offering. Over recent years, he’s expanded the Mad Members loyalty program significantly, launched a new CRM, website, and app. Using real-time insights, he crafts strategies to attract customers and franchisees while creating memorable experiences. A 2025 Cairns Hatchlings Finalist, his go-to order is a Chicken Burrito with medium salsa and guacamole
Rhiannon Carabott
Store Experience Manager, Platypus
With over 20 years in the retail game, Rhiannon knows what it takes to create a store experience that truly connects with customers. As the Store Experience Manager at Platypus, she’s all about combining the culture, creativity, collaboration, and customer service to bring the brand to life in a premium way.
Rhiannon is passionate about people, always has the customer end in mind, and is driven by delivering results. She loves a good challenge and is constantly finding ways to streamline communication to the store teams, enhance training, and make the retail space more exciting, engaging and fun.
Carly Neubauer
Managing Director of Elevate Loyalty (Australia) and OneTap Group (UK) | Moderator
Carly has over 20 years' experience in loyalty, incentives, and technology systems. She has led the design and delivery of 40+ B2C, B2B, and enterprise programs across ASX-listed companies, startups, and consultancies.
Carly is the APAC Host of Let’s Talk Loyalty, Co-Founder of WiiN Global, and a Founding Board Member of IMA MEAPAC. A Certified Loyalty Marketing Professional (CLMP), she applies behavioural insight to drive member value and ROI.
