DRIVING YOUR PHARMACY TO THE NEXT LEVEL!

www.retailexcellence.ieMonday 15th & Tuesday 16th October 2018 Crowne Plaza Hotel, Blanchardstown, Dublin

Patrick was born and educated in Wexford and qualified as a pharmacist in 1988 fromTrinity College. He received a Diploma in Retail Management in 1989 and worked inUSA, UK and the Middle East before joining the Sam McCauley Chemist Group in 1991.He also holds a Diploma in Applied Finance from IMI.  He worked as a pharmacist from 1991 with the Sam McCauley Chemist Group beforebecoming a shareholder in 1996. He then progressed to Joint CEO in 2003 and wasappointed Managing Director /CEO in 2007. Following the acquisition of the SamMcCauley Group by Carlyle Cardinal Ireland in August 2017 Patrick decided after 26years to look at exciting new challenges. He is currently involved in several non-executive directorships in the health, beauty and general retail space while alsoproviding consultancy to several other clients.

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Patrick McCormack

MEET THE TEAM...

Des holds an MBA in Retailing and is an accredited Business Coach and Trainer. With over 30years retail business experience, Des works with business owners and senior management

teams to help strategically build highly profitable, commercial enterprises.

As a business owner himself Des has an acute understanding of his clients’ needs. Hisbusinesses include being part of the senior management team which introduced The Bear

Factory franchise to Ireland in 2002. Des also worked with Superquinn and the MusgraveGroup for 25 years, where he managed stores with revenues ranging from €6.5M to €30Mper annum. With a proven track record of improving employee engagement, performance

and profitability, Des is passionate about supporting the growth of Irish businesses and iscommitted to the success of those he works with. 

Des Ryan 

Tommy leads a team of HR Consultants who provide HR and Employment Law support tohundreds of Irish employers. Tommy brings a refreshingly practical approach to HRM andunderstands that a happy marriage of HR and commercial considerations are needed inbusiness. Tommy understands that all employees have a role to play in the HR function andthroughout this session Tommy will work with delegates to ensure each persons’ potential ismaximised through knowledge and understanding in what can be a challenging area. 

Tommy Smyth Managing Director | Tom Smyth & Associates

Business & Executive Coach

B.Sc. (Pharm) TCD, M.P.S.I  - Programme Facilitator

Retail Excellence PharmacyManagement Programme

The objective of this two day programme is to inspire delegates tooperate the best performing and most profitable pharmacy business.Patrick McCormack will both facilitate the programme & deliverpresentations. The programme has been designed specifically forpharmacy owners and pharmacy managers. By attending thisprogramme, you will elevate your performance, your finances andyour team to a much higher level.

Driving Your Pharmacy to the next level!

David established Retail Excellence in 1995 when he worked with South DublinChamber of Commerce and oversees the strategic direction and operations of thisnot for profit organisation. Retail Excellence is Ireland’s largest retail industry body representing the interests of1,850 leading companies who employ 110,000 people in the Irish market. David sitson a number of global retail committees including UNICEF and the NRF GlobalRetail Council.

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David Fitzsimons

Conor Cochrane founded Social Media Elite, a digital marketing agency who specialises insocial media marketing. By utilising the latest technology available, SME has proven track

records of dramatically increasing traffic and optimising conversion rates for businesseswebsites. The main objective of their campaigns is always to build an online presence that

will generate huge profits for businesses in return.

Conor and his team led Inglot to the winning arena at the Retail Excellence Awards both in2016 and 2017 where Inglot was awarded the Best Digital Campaign of the Year Award.

Social Media Elite has worked with many of Ireland’s leading brands such as Inglot,Dunnes Stores, Mindy Browne’s, Halpenny Golf and a range of cosmetic brands. Conor is

an active and enthusiastic member of the Retail Excellence eCommerce Committee.  

Conor Cochrane

Susannah works with businesses to help improve the customer experience(CX). In this session, Susannah will offer solutions such as customerexperience management & staff training, action planning workshops andcustomer experience strategy design. Susannah’s background is social science and has worked with brands such asVirgin Media, KBC Bank and Eason Ireland.

Susannah Hewson Owner |  CX Change

Founder | Social Media Elite

Group Chief Executive  |  Retail Excellence

Deirdre is responsible for the beauty offer in Aer Rianta’s 12 locations throughout theworld. Deirdre started her retail career in Harrods holding roles on both the

management and buying teams.

In 1999 Deirdre returned to Ireland to take up a position as a Senior Fashion Buyer atBrown Thomas. During this time Brown Thomas was establishing itself as Ireland’s

leading luxury store. Having enjoyed great success at Brown Thomas in 2008 Deirdrejoined Arnotts as Fashion and Beauty Director. Deirdre is a Member of the Institute of

Directors and serves as a Director on the Board of The Friends of the Elderly charity.

Deirdre Devaney Global Head of Beauty  |  Aer Rianta International

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Cormac Tobin has enjoyed a stellar career in the retail industry. Startingas a young boy in Superquinn, Cormac quickly moved up the ranks to beappointed a Director at Superquinn. He then brought his grocery skills to

the pharmacy industry being appointed CEO Lloyds Pharmacy GroupIreland. Cormac was then promoted to the position of MD Celesio UK.

In late 2017 Cormac resigned the position to return to Ireland and spend

more time with family. 

Cormac Tobin Former MD | Celesio UK & Ireland

MAXIMIZINGFINANCIALPERFORMANCE 

MEASURING PROFITABILITY

SPONSORSHIP - HOW TO MAXIMIZETHE BENEFIT

TIME MANAGEMENT

CUSTOMER EXPERIENCE EXCELLENCE

CLEVER USE OF DIGITAL MARKETING

FUTURE PROOFING YOUR BUSINESS

INDUSTRY INSIGHTS

COMMON PHARMACY HR ISSUES & SOLUTIONS

EFFECTIVE TEAM MANAGEMENT

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MASTERING TIME MANAGEMENT – HOW TO ACHIEVE MORE IN LESS TIME Des Ryan, Business & Executive Coach, ActionCOACH Business Coaching

08.00 – 08.30

08.30 – 09.15

09.15 – 11.00

Top 10 Time Management Tips Completing a time audit for yourself and your team Defining essential daily, weekly and monthly tasks Introducing a default diary system for yourself and your team Delegation of non-essential tasks Managing teams through KPIs

11.00 – 11.15

11.15 – 13.00

The ultimate pharmacy store P&L  Measuring profitability and how to grow it Key costs to monitor in your business (wages, marketing etc) Improving gross margin Better purchasing in your business How to maximize the financial performance of your business and improveyour understanding of the key financial metrics to measure and drive theperformance Turnover and how to track it Commercial awareness – how to plan accordingly Space allocation and productivity Creating an effective business plan and strategy for your business How to track your business performance vs your plan How to plan or adapt to economic / demographic changes How to effectively sell your business to your customers and give them acompelling reason to choose your pharmacy as their location of choice How do you innovate in your business so that you remain at the cutting edge  Sponsorship – how to maximize the benefit 

One of the most common grievances from business owners and managers is that there never seemsto be enough hours in the day to get everything done which can lead to stress and overwhelm,resulting in poorer productivity. During this session, you will learn how to maximise the effectiveness of your time and introduce timemanagement techniques to get the most from your team. Des will help you understand your currentuse of time and will encourage you to introduce a default diary for yourself and each member of yourteam, he will also introduce the time management matrix, which teaches the importance ofprioritising the most important tasks for your role and for the business.

KEY FINANCAL MATTERS FOR A PHARMACY MANAGER

Patrick McCormack

The session will cover topics such as:

DAY ONE - MONDAY 15TH OCTOBER

REGISTRATION | COFFEE LET’S GET STARTED Brief introductions from around the room! 

COFFEE | NETWORKING

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LUNCH | NETWORKING 13.00 – 13.45

13.45 – 15.00

15.00 – 15.15

08.30 – 10.00

A navigation through the most common HR issues where Tommy will deliver on allinternal policies and solutions to bring a clear and up to date understanding of bestpractice and also open the floor for an intensive Q&A session..

SUSANNAH HEWSON, CX CHANGE

15.15 – 17.30

Clever use of digital marketing Website presence  On line marketing Making bloggers work for you

Recruiting skills  Critical contract/handbook procedures Discipline & grievance Motivation & development Common pharmacy HR Issues (& solutions) Performance appraisals

INFORMAL NETWORKING DINNER CROWNE PLAZA ‘FORCHETTA’ RESTAURANT  

18.30

DAY TWO - TUESDAY 16TH OCTOBER

Susannah works with businesses to help improve the customer experience (CX). In thissession, Susannah will offer solutions such as customer experience management &staff training, action planning workshops and customer experience strategy design.Susannah’s background is social science and has worked with brands such as VirginMedia, KBC Bank and Eason Ireland.

‘RELEASE THE GENIUS’

Understanding Customer Experience: what customer experience is,the difference between customer experience and customer serviceand why customer experience is so important for your businessThe 6 Pillar Framework: the six key drivers of customer experienceexcellence and how each can apply to your businessCustomer Types: how customers differ behaviorally and theimportance of giving the right experience to different customers Customer Journey Review & Interactive Workshop: a look at thecustomer journey in the pharmacy world and workshop designingthe perfect experience for one segment of the journey

Conor Cohrane, Founder, Social Media Elite

Tommy Smyth, Tom Smyth & Associates

In this session you will learn the secret to generating sales from social mediamarketing and how to use the latest technologies and advanced social mediafeatures to accelerate your business sales. 

COFFEE | NETWORKING

CRITICAL WORK PLACE POLICIES

PHARMACY IN THE DIGITAL WORLD

After Dinner Speaker – Cormac Tobin, former MD Celesio UK & Ireland 

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COFFEE WHILE YOU WORK!

11.00 – 11.15

13.45 – 15.00

LUNCH | NETWORKING

12.15 – 13.00

Motivating your team Staff retention – how to keep the good team members engaged Dealing with poor team member performance The do’s and don’ts of managing your team The biggest mistakes I ever made in team management and how youcan avoid them! The Top5 tips to improve your management skills

David Fitzsimons, Group Chief Executive, Retail Excellence

13.00 – 13.45

David will explore what you must consider to be future proofed in pharmacy including:

BEAUTY TRENDS ACROSS THE WORLD AND THEIR IMPACT FOR IRELAND

16.30

11.15 – 12.15

Being an authority on key product categoriesStocking less to sell moreBeing open about your heritage and beliefsCaptivating customers through difference

Deirdre will explore the global tectonic change that is taking place in the beautyindustry, what are the key drivers of the change and how key industry players areadapting their businesses to these changes.

COFFEE | NETWORKING 15.00 – 15.15

15.15 - 16.30 CLOSING SESSION

During this session, delegates will be given the opportunity to mystery shop anystore of their choice (not necessarily pharmacy) where they will examine thedelivery of other stores through the prism of service & CX. On returning back to theprogramme, Patrick will lead the discussion on the outcomes raising awarenessparticularly on the common shortcomings and how they can be addressed.

10.00 - 10.45

CLOSE

Pick up a coffee on your way back to the conference room - there’s a surprise instore for you here!  

YOUR ROLE AS THE MANAGER Patrick McCormack

FIELD TRIP TO BLANCHARDSTOWN SHOPPING CENTRE

RETHINKING PHARMACY

Deirdre Devaney, Global Head of Beauty at Aer Rianta International

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Please Note A limited number of places are available on this programme Monday 15th October & Tuesday 16th October 2018 Crowne Plaza Hotel Blanchardstown, Dublin 15 Retail Excellence has agreed a discounted rate with the Crowne Plaza HotelBlanchardstown. However, there are a limited number of rooms available at thisrate so early booking is highly recommended €119 B&B Single | €129 B&B twin/double | Reservations – 01 897 7777 Please visit www.retailexcellence.ie  Contact Helen O’Dowd – Helen@retailexcellence.ie | 065 6846 927

Terms & Conditions:

Retail Excellence reserves the right to cancel or alter the date of the event, change the venue or the speakers. In thesecircumstances, any liability will be restricted to the registration fee. Retail Excellence will not be held responsible for any

transport, accommodation or other costs incurred by delegates

BOOKING INFORMATION

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AccommodationRate:

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For furtherinformation

Individual Delegate  Second Delegate  All Additional Delegates

€825 (ex. VAT) €775 (ex. VAT) €700 (ex. VAT)

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