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Unveiling customer journey

The retail industry is increasingly recognizing the value of mystery shopping as a means to assess the overall customer experience. This involves assessing customer service, store operations, and the effectiveness of merchandising. Given the fierce competition in the retail sector, businesses are increasingly focusing on providing exceptional customer service, leading to its growing significance.  The session will explore innovative strategies tailored to travel retail and will feature case study analyses presented by Florian Wimmer, Client Services Director at ISC-CX and Alec Denby, Global Operational Excellence Head at Avolta.

Travel retail in the age of AI

Artificial Intelligence (AI) is revolutionizing industries, disrupting traditional practices, and setting new benchmarks for efficiency, accuracy, and innovation. The transformative impact of AI spans various sectors, signaling a significant shift in business operations and competition. What does the future hold for duty-free and travel retail in the era of AI? What can we learn as an industry to stay ahead?  To give his insight on how to challenge the status quo in travel retail, the closing session will feature Gharage Managing Director Lennard Niemann.

PRESENTATION
Lennard NIEMANN

Sherif TOULAN

Sherif Toulan serves as the Chief Executive Officer of IDF in Egypt. In this role he oversees the company operations including its diverse subsidiaries. Mr Toulan’s combined efforts have played an integral part in diversifying the operations of IDF and growing the business vertically and laterally thereby establishing IDF as a nationwide benchmark in the industry.

During his tenure, Mr Toulan succeeded in acquiring a number of airport retail concessions for IDF. In 2010 he founded Global Brands, a subsidiary of IDF the with a focus on the local market In 2013, he established Heinemann -Egypt, of which he is currently Chairman. Heineman Egypt is a joint venture between Global Brands, Global Trading and Technology and Gebr. Heinemann who are now operating its Duty Free Shops in Sharm El Sheikh Airport.

Mr Toulan joined IDF in 1997 as Business Development Coordinator responsible for Business Development and Strategy implementation since then he has held a number of positions with increasing responsibility.

Part of the MEADFA Board since 2009, Mr Toulan served as Vice President (2019-21) before being elected President earlier this year. He also serves on a number of boards and associations. He is currently a Member of the Board of International Duty Free (IDF) and Global Trading and Technology, one of the subsidiaries of IDF with core focus in tobacco machinery and spare parts. In addition he is an active member of both the American and German chambers of commerce in Egypt.

Sherif Toulan holds a BA from the American University in Cairo and an Executive MBA from North Western University.

Sarah BRANQUINHO

As President of the Duty Free World Council, Sarah Branquinho is an active advocate for the duty-free and travel retail industry and the key role it plays in enhancing transport infrastructure and the passenger experience.

Initially appointed the first Commercial Director of the industry’s trade association Tax Free World Association, the start of the duty-and tax-free industry’s campaign to fight the abolition of intra-EU duty- and tax-free sales saw her take up key advocacy roles. She served as Secretary General of the European Travel Research Foundation from 1995, managing and co-ordinating the ambitious research projects which underpinned the lobby and as secretary general of Focus 1999, coordinating the ‘Save Duty Free’ consumer mobilisation programme throughout the European Union.

Sarah subsequently joined BAA and its retail company World Duty Free, extending her remit for business relationships and external affairs to sister company Aldeasa following Autogrill’s acquisition of WDF. With the acquisition of World Duty Free Group by Dufry, she was appointed the group’s Director of External Affairs. From 2021 to 2023 Sarah served as Global Chief Diversity & Inclusion Officer at Dufry, further driving the company’s commitment to ensuring its team is as diverse as its customer base and to building an inclusive and culturally sensitive workplace.

Today, Sarah continues to serve as External Affairs Advisor to Avolta (formerly Dufry).

Alongside her commercial roles, she has served as Chair of the UK Travel Retail Forum (2009 – 2018), President of the European Travel Retail Confederation (2012 – 2018), and still serves as the World Business Partner observer on the ACI Europe Board and Chair of Women in Travel Retail +, which offers networking opportunities and career support to women in the travel retail industry.

PRESENTATION

Roger JACKSON

Roger Jackson is the Managing Director of Organico Solutions, one of the largest travel retail distributors in the Middle East and Africa. Roger has an extensive experience across travel retail in brand building and sales transformation. He is also an active Board Member at MEADFA and the association’s Advocacy Working Group.

Previously, Roger has held senior leadership roles from the top 10 FTSE companies such as Diageo and Coca Cola.

Rob MARRIOTT

A seasoned international senior retail executive with extensive leadership experience across the UK, Middle East, and Europe. A proven expert in turning around underperforming businesses, driving sustainable growth, and leading large-scale operations.

Renowned for building high-performance teams, transforming culture, and delivering consistent profit growth across diverse retail models including joint ventures, full ownership, and management contracts.

Former CEO of ARI Middle East where he led the region’s largest multi-site duty-free business across six countries, from 2022 to 2025. Previously was Managing Director for Morrisons PLC in the UK which was a FTSE 100 company.

A respected industry figure and has held the position of President of the Middle East & Africa Duty-Free Association (MEADFA) which included playing a key role in global advocacy for regional retailer

Munif MOHAMMED

Dr Munif Mohammed is the CEO of Lagardère Travel Retail Middle East. Munif joined Lagardère Travel Retail in 2011, as a Financial Consultant in the Pacific region, where he later became Chief Business Officer. Munif moved to Saudi Arabia in 2017 and has been instrumental in developing the group’s activities in the country, in structuring various enterprises in the region and in establishing the regional support center in Dubai in 2019.

Munif holds a BA in Economics from Auckland University and an MBA in Corporate Strategy from UNSW Business School. He also holds a Doctorate in Business Administration & Sustainability from the Business School of Lausanne.

PRESENTATION

Leila NAGUIB

Leila Naguib is the Corporate Affairs Manager for Mars, where she leads public affairs and public policy for the Gulf markets, as well as strategic communications and sustainability for Mars Middle East Africa. Leila has also been recently selected to join Masdar’s WISER Pioneers Program which aims to empower women in Sustainability, Environment and Renewable Energy.

Driven by her passion for advancing sustainable development goals and crafting purpose-led communications, Leila led several sustainability initiatives to support Mars’s advocacy, communications, and partnerships strategy in the region. She develops corporate and brand strategies to drive positive societal impact initiatives, addressing issues such as inclusion and diversity, environmental sustainability, health and wellbeing, and creating a better world for pets.

Leila is not new to Mars. She joined Mars Egypt in 2013 as a member of the Egypt Corporate Affairs team responsible for leading communications and volunteering programs. She was also responsible for Consumer Care for GCC, North Africa, and Levant markets.

Besides Mars, Leila worked for Boston Consulting Group (BCG), where she excelled in various marketing roles, including leading integrated marketing communications for BCG’s functional practice areas, event management, and public relations. At the beginning of her career, Leila worked for Unilever Mashreq as the Brand Building & Customer Development Assistant.

She graduated from the American University in Cairo with high honors in Political Science and a double minor in Business Administration and Psychology. Leila resides in Dubai with her husband and two children. She enjoys spending time with her family doing outdoor activities and has a passion for music, writing, and voice acting.

PRESENTATION