Beat the competition outsmarting outselling be outstanding Darren Dye

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2 I m excited to be hosting the Pharmacy Alliance Members Forum in Queenstown, New Zealand in With the impact of regulatory change now a reality, the industry is more focused on the customer than ever. This means that competition in Australian pharmacy will become more intense. With Pharmacy Alliance membership now at 536 members, we have the largest independent pharmacy network in Australia; and as such we are in a fantastic position to use our size to capture attention and engage consumers nationally. At this year s Forum, my aim will be to get real outcomes to Beat the competition by outsmarting our competitors through having a deeper understanding of the evolving needs of the consumer, outselling by translating the insights into tangible benefits for customers in our pharmacies and be outstanding by delivering an exceptional customer experience. Plus, you will take home a focused 12-month business plan which we will help you build throughout the Forum. I am also pleased to welcome back Dirk Broeckx to this year s guest speaker line-up. Those of you who attended our Forum in Hawaii would have met Dirk, who is a pharmacist, European pharmacy industry expert and who previously held the position of President of Pharmaco-Epidemiology of Belgium (Australia s Pharmacy Guild equivalent). Dirk is an inspirational speaker and will give us an update on international trends and his view on how Australia can take advantage of these trends. There is no better place than Queenstown, New Zealand, to get the inspiration to take on the competition! Queenstown is the adventure capital of the world having the first and most famous bungy jumping location, Kawarau Bridge, as well as world-class ski fields and white water rafting. If you prefer a slower pace, Queenstown has it too hiking, biking, boat cruises, scenic flights and day spas. Queenstown is also family friendly with plenty of activities for kids. I look forward to seeing you at our Members Forum in Queenstown and your participation in building our collective plan to take on the competition in the industry. We have developed an exciting Forum program where you will hear from great industry speakers, as well as speakers from other industries that will provide a different perspective to help challenge our thinking and our big assumptions. I m excited to have Don Grover, interim CEO of Dick Smith as our guest speaker this year. Don is regarded as an expert in turning around companies in administration and in receivership and he will show us where businesses like Dick Smith went wrong and how we can avoid the same mistakes. Darren Dye Chief Executive Officer Pharmacy Alliance 2

3 Queenstown sits on the shore of the crystal clear Lake Wakatipu and is surrounded by dramatic alpine ranges. It s rumoured that gold prospectors, captivated by the majestic beauty of the surrounding mountains and rivers, gave this now cosmopolitan town its name. In September, the colour, sights and scents of Queenstown change as winter makes way for spring. The weather will be warmer and the days will be longer making it ideal to enjoy everything that Queenstown has to offer. Queenstown has the longest ski season in the southern hemisphere with ski-fields open until October. Queenstown is the home of the ultimate adventure bucket list. As well as skiing, it is home to the world s first bungy jumping site, The Kawarau Bridge Bungy; as well as jet boating, horse trekking and river rafting plus much more. The scenery provides an amazing backdrop to cycling, hiking, mountain biking and zip lining. Queenstown is family friendly so there is plenty of activities that specifically cater for children or are suitable for any age. We ve selected the Crowne Plaza Queenstown hotel to hold the Members Forum sessions and is our preferred accommodation for the duration of the event. In the heart of Queenstown s Central Business District the hotel, overlooks The Remarkables mountain range and Lake Wakatipu, New Zealand's longest lake. Just across the road is the Steamer Wharf where you will find great dining, bars and entertainment. Alternatively, you can depart here for a cruise on the TSS Earnslaw Vintage Steamship. The Skyline Gondola is also just 5 minutes on foot. The location gives many of the Crowne Plaza rooms lake or mountain views. The hotel has everything you need to make the most of your stay, including valet parking, business centre, fully equipped fitness centre, ski/bike storage, 24 hour room service and babysitting on request. The hotel s Threesixty Restaurant is one of Queenstown s best eateries. 3

4 The Pharmacy Alliance Members Forum is a unique opportunity to network with like-minded member pharmacy owners and industry leaders including senior executives from manufacturers and wholesalers, as well as the Pharmacy Alliance leadership team. The impact of regulatory reforms has now become business as usual and changes in consumer behaviour is continuing at a rapid pace, providing common challenges across the industry. This year s program will focus on how as a united Pharmacy Alliance member group we can Beat the competition through outsmarting the competition by understanding the consumer better than any other group outselling the competition because we are able to turn consumer insights into tangible customer benefits better than any other group and be outstanding by delivering an exceptional customer experience in every one of our pharmacies The Forum sessions will run over 1 full-day and two-half days where we will help you build a 12-month business plan for your pharmacy. The first full-day will focus on consumer innovation, with the following morning focusing on core business management and our final morning of the conference focusing on delivering an exceptional customer experience. The program is designed for you to maximise your opportunity to network with other member and industry delegates as well as give you plenty of opportunity to experience it s world-renowned adventure activities or relax and enjoy the surrounding areas. We have some great evenings planned for you with a Welcome Party and Farewell party, plus dining experiences at some of Queenstown s best restaurants. Pharmacy Owners Pharmacists Pharmacy Managers 4

5 Optional Activity Golf (18 holes) 8.00 Registration - Coffee/Tea 7.00 Coffee/Tea 7.00 Coffee/Tea 8.30 Welcome MC 8.45 Opening Address Darren Dye, CEO Pharmacy Alliance 9.15 Guest Speaker Don Grover, Interim CEO Dick Smith: Rule no.1 The customer is in charge. Lessons from businesses who forgot this rule Day 2 Introduction MC 8.00 Day 2 Introduction MC Morning Tea 9.15 Guest Speaker:TBC Aged care - new challenges & new opportunities for independent pharmacy Scott Carpenter, GM Operations & Sales: The new business drivers of pharmacy. Building your business plan to beat the competition Matt Marsh, GM Procurement 8.15 Guest Speaker Ethicals Pharmacy Alliance: Creating Dirk Broeckx, Former President of the business plan for dispensary Pharmaco-Epidemiology of Belgium transformation. & Pharmacist: Winning the heart and mind of every customer. Tailor your interaction to each person s motivational needs at the counter Scott Carpenter, GM Operations & Sales Why nurturing a winning pharmacy team is an important part of your business plan to beat the competition Morning Tea Morning Tea Lunch James Lambert, GM Merchandise Pharmacy Alliance: Driving brands in the front-of-shop to generate customer foot traffic & build basket size Matt Marsh, GM Procurement Ethicals Pharmacy Alliance: Staying ahead by delivering services that customers truly value 2.00 Nimfa Martinez, GM Marketing & Member Services: Alliance Pharmacy building an unbeatable position for independent pharmacy Business Plan review and wrap-up - MC James Lambert, GM Merchandise Pharmacy Alliance Going to market first Executing inpharmacy faster than our competitors Closing Address: MC - Beating the competition in the real world, final Business Plan review and conference wrap up Lunch for Forum Delegates Lunch for Forum Delegates 3.00 Afternoon Tea Optional activities Choose one activity Golf (18 holes) Bungy Jumping Walking Tour Paddle Steamer 3.20 Guest Speaker Dirk Broeckx, Former President of Pharmaco-Epidemiology of Belgium & Pharmacist: A long distance" view on Australian pharmacy. How to beat the competition - lessons from Europe and the rest of the world Business Plan review and wrapup - MC 5.15 Day 1 ends 7.00 Welcome Party 7.00 Optional Dining Experiences (choose one) Botswana Butchery Blue Kanu 7.00 Optional Dining Experiences (choose one) Botswana Butchery Blue Kanu Optional activities Choose one activity Bungy Jumping Walking Tour Paddle Steamer 7.00 Farewell Party 5

6 Network with other member pharmacy delegates and industry delegates at amazing golf courses with stunning scenery. A cruise on Lake Wakatipu is one of the best and relaxing ways to experience Queenstown s famed scenic beauty and spectacular alpine scenery. A visit to Queenstown wouldn t be complete with an exhilarating bungy jumping experience. Create an unforgettable bond with both fellow member and industry delegates. Learn the stories and legends that have shaped Queenstown. As you walk, you ll find out about the local maori s & early settlers, mining & tourism history, historical building & landmarks, geology of local mountains, plus much more. Dates of spring: 1 September to 30 November Average spring temperatures: Between 8 C and 22 C Weather: Longer sunshine hours means longer days and more ways to fill your visit to Queenstown. Bright blooms transform the scenery but there s still snow on the mountains for spring skiing until early October. More info queenstownnz.co.nz 6

7 With the emphasis on fun, innovative dining, Botswana Butchery s diverse menu is all about flavour and has a strong focus on fine cut meats and locally sourced foods. Mixing both Pacifica and Asian style to create a style they all Polynasia. Asian cuisine s healthy, fresh and exotic flavours with the Pacific s ancient spices, creating the new cultural soul food. 7

8 Send completed form to or Fax For help please phone Janelle Scheyer or 1. Delegate Details Please complete one form per delegate, please print clearly Title (Mr/Ms/Mrs) Firstname Lastname Gender: Male Female Date of Birth / / Dietary Requirements Passport no. Nationality in Passport Passport Date Issue Country/ Place of issue Passport Expiry Date Business Name Business Address Suburb Postcode State Business Phone Mobile Address Polo Shirt Size S M L XL Other Shoe Size (Australian) 2. Member Forum Registration Fees Select Delegate Type (tick one) All Prices incl GST, Early Bird Rate ends 5 June Tick for Member/Non-Member/Industry Forum Sessions & Lunch with Welcome & Farewell Parties, plus Member Forum memento Tick for Guest Adult or Child Welcome & Farewell Parties, plus Member Forum Memento Golf incl transfers - Wed 21 Sept and Fri 23 Sept. Must arrive by 20 th Sept Club and shoe hire additional Other Optional Activities Tick one per day. If you have selected to play Golf do not tick an option for Fri 23 Sept Fri 23 Sept Member Owner/Staff Early Bird Non-Member/ Industry Early Bird Guest Adult Early Bird Guest Child 5-14 yrs Early Bird $595 $695 $695 $795 n/a n/a Standard Standard Standard Standard n/a n/a $395 $495 $245 $295 $445 $525 $525 $625 $525 $625 n/a Sat 24 Sept Bungy Jumping (incl transfers) $165 $185 $185 $205 $185 $205 n/a Lake Wakatipu Cruise with Afternoon Tea $65 $80 $80 $95 $80 $95 $35 $50 Queenstown City Walk with Ferburger Burger Meal $65 $80 $80 $95 $80 $95 $35 $50 Optional Dining Experiences Tick one per evening incl banquet menu & selected beverages Thu 22 Sept Fri 24 Sept Botswana Butchery $110 $125 $120 $135 $120 $135 $45 $60 Blue Kanu $110 $125 $120 $135 $120 $135 $45 $60 Total Fees incl GST Please total based on your selections above Please provide any other comments here 8

9 3. Accommodation, Transfers and Flights Exclusive Accommodation Packages per room, includes buffet breakfast for one person, per morning. Rates below are per room, incl GST, are strictly limited. Select Room type and 5 night or 4 night package. King room Twin room 5 nights (recommended for Golf) Arr 20 Sept Dep 25 Sept 4 nights Arr 21 Sept Dep 25 Sept Lake View ($245 per night) $1225 $980 Balcony View ($230 per night) $1150 $920 Mountain View ($220 p night) $1100 $880 Courtyard View ($205 per night) $1025 $820 Please add additional buffet breakfast for $25 incl GST per person, per morning. No. of People I require additional or less nights or additional rooms please contact me Please provide any other comments here Flights & Return Transfers If you would like us to arrange flights please complete the following to provide a quote. Departure date to Departure Queenstown airport Departure date from Destination Queenstown airport Do you require return Transfers? Yes No 4. Payment Please tick preferred method of payment Invoice Credit Card Member Forum Fees $ $ Accommodation $ $ Flights & Return Transfers you will be provided a quote and invoiced separately Invoice If you have selected the Invoice option your business as per completed in section 1 of this form will be sent an invoice/charged. If your business is a Pharmacy Alliance member you will be invoiced be via your Pharmacy Alliance account. If you are not a member payment terms are 14 days. Credit Card If you have selected the Credit Card option please complete the following Mastercard Visa CSV: Expiry Date: Date Terms and Conditions By completing this form you accept the following terms and conditions. Member Forum Registration Fees Early Bird Fees to secure the early bird rate Member Forum Fees must be paid by 5 th June Standard Fees will be applied for registrations received after the 6 th June Optional Activities and Dining Experiences are subject minimum and/or maximum numbers and are subject to change (location/provider/activity). You will be advised if there is a change required to your activity or dining experience. All visas and any other travel documentation are to be organised by attendees prior to travel. You must ensure that you are fully covered by travel insurance when travelling to and from this event and will obtain the relevant travel insurance prior to leaving Australia. Pharmacy Alliance is not liable for loss of property or injury sustained during the event or travelling to or from the event.. Cancellations received on or before 30 th June 2016 will be refunded 100% of the registration fee paid, cancellations received before or on 31 st July 2016 will be refunded 50% of the registration fee paid; cancellations received after 31 st July 2016 the registration fee paid will not be refunded. Your registration may be transferred but must be advised no later than 31 st August Card No: Name on Card: Signature Accommodation The exclusive Member Forum rate is provided on a first come, first serve basis. Rooms are limited at rates listed and will be confirmed at the time of booking. Payment must be made 60 days prior to check-in. If reservation is made within 60 days prior to check-in payment will be due immediately Cancellations and changes are subject to Crowne Plaza terms and conditions. Flights and Transfers Flights and transfers will be quoted based on information provided Payment must be made 60 days prior to departure. If reservation is made within 60 days prior to departure payment will be due immediately Cancellations and changes are subject to carrier terms and conditions. 9