Malaysia Retailer I Vol 11 No 1 2023 I The Famous Amos Chocolate Chip Cookies by Harini Management Services Sdn Bhd

MALAYSIA

Vol 11 No 1 2023

WM RM9 / EM RM11

RETAIL I FRANCHISE

CEO Get Together: Protecting Human Capital

FE MIRF 2023 Brings In RM120 Million In Investment

ALL ABOUT

FRESHLY BAKED

COOKIES AND

FREE SMELLS

The Famous Amos Chocolate Chip Cookie Corp (M) Sdn Bhd

KANDUNGAN BAHAN INI MENCERMINKAN PENDAPAT PENGARANGNYA SECARA EKSKLUSIF DAN TERTAKLUK KEPADA TANGGUNGJAWABNYA SENDIRI. SURUHANJAYA EROPAH TIDAK BERTANGGUNGJAWAB UNTUK SEBARANG KEMUNGKINAN PENGGUNAAN MAKLUMAT YANG TERKANDUNG DI SINI.

MRCA Corporate Patrons

A-5-2, 3, 3A, Level 5, Block A, Sky Park One City, Jalan USJ25/1, 47650 Subang Jaya, Selangor. Tel: +603-5882 4333 Fax: 1 700 810 950 Website: www.mrca.org.my PRESIDENT Dato’ Sharan Jethanand Valiram VALIRAM HOLDINGS SDN BHD IMMEDIATE PAST PRESIDENT Shirley Tay Bee Koo PHIPURE SDN BHD DEPUTY PRESIDENT Datuk Ken Phua Cheng Chuen BENTLEY MUSIC SDN BHD VICE PRESIDENTS Dato’ Vincent Choo Kok Leong URBAN IDEA SDN BHD Valerie Choo Yoke Shiem SIMPLY AWESOME SDN BHD Michael Liew Fong Tzer MARRYBROWN SDN BHD Dato’ Winnie Lim Yoke Chin SOLUTION RISK CONSULTANTS SDN BHD SECRETARY GENERAL Jit Singh A/L Santok Singh IRONHORSE ASIA SDN BHD DEPUTY SECRETARY GENERAL Dr. Afendi Dahlan DR GROUP HOLDINGS SDN BHD TREASURER GENERAL Alex Chong Weng Wah MBA CREW SDN BHD DEPUTY TREASURER GENERAL Aiveen Wong Choy Ching CHIN SWEE FOOD SDN BHD COUNCIL MEMBERS Lee Ben Keong METRO EYEWEAR HOLDINGS SDN BHD Liang Foo Kuan BIG ONION FOOD CATERER SDN BHD Lim Ben Jie TUNE GROUP SDN BHD Jordan Ng Kim Leong BANNERKING SDN BHD Seak Thean Pow BAGUS CURTAIN SDN BHD Christine Tan Gaik Lin CT F&B HOLDINGS SDN BHD Wesley Tan Seah Ging AQINA TRADING SDN BHD Brian Tham Jee Ping WATATIME (M) SDN BHD Dato’ Liew Bin BRILLIANT MERCHANDISING SDN BHD Terry Tay Eng Yeou GOLDENHOME INTERIOR SDN BHD Dato’ Alex Wong Che Sing HAP SENG STAR SDN BHD

TRUSTEES OF MRCA FOUNDATION Dato’ Tay Sim Kim Foundation Founder Chairman Datuk Lee Hwa Cheng Foundation Chairman 2020-2022 Dato’ Eddie Choon Trustee Datuk Albert Chiang Trustee Datuk Seri Nelson Kwok T. T., JP Trustee Dato’ Liaw Choon Liang, JP Trustee Datuk Seri Garry Chua Trustee Shirley Tay Bee Koo Trustee BOARD OF ADVISORS Tan Sri Dato’ Sri Leong Hoy Kum GROUP MD, MAH SING GROUP BHD Tan Sri Dato’ Sri Barry Goh Ming Choon CHAIRMAN, MCT BHD Tan Sri Dr Lim Wee Chai CHAIRMAN, TOP GLOVE CORPORATION BHD Tan Sri Datuk Ter Leong Yap EXECUTIVE CHAIRMAN, SUNSURIA BHD Tan Sri Dato’ Sri Tang Yeam Soon GROUP MANAGING DIRECTOR, THE STORE CORPORATION BHD Dato’ Dr. Jennifer Low, JP GROUP MANAGING DIRECTOR, QUILL GROUP OF COMPANIES LEGAL ADVISORS Dato’ Dr Manjit Singh MANJIT SINGH SACHDEV, MOHAMMAD RADZI & PARTNERS Datuk Ringo Low RINGO LOW & ASSOCIATES HONORARY AUDITORS Dato’ Sri Raymond Liew Lee Leong MCMILLAN WOODS Datin Yap Shin Siang YYC GST CONSULTANTS SDN BHD

MALAYSIA RETAILER is produced for MRCA by

HARINI MANAGEMENT SERVICES SDN BHD (609031-W) W-9-12, Menara Melawangi, Amcorp Trade Centre, 18, Persiaran Barat, 46050 Petaling Jaya, Selangor. Tel: 603-7932 3259 Email: harini.mservices@gmail.com www.harini.com.my

Publisher/CEO V.S. Ganesan Senior Editor Vimala Seneviratne Editor Rachael Philip Creative Designer Goh Wei Lee Advertising Consultant Faridah Ismail Marketing Manager Karthik Ganesan Operations Manager G. Revathi PRINTER UNITED MISSION PRESS SDN BHD (755329-X) No. 15, Perindustrian BS 9, Jalan BS 9/10, Taman Bukit Serdang, 43300 Seri Kembangan, Selangor. Tel: +603-8958 0186 Fax: +603-8945 5168

All articles featured in Malaysia Retailer magazine represent the personal views of contributors and are not necessarily those of MRCA & Harini Management Services Sdn Bhd. All writers automatically agree to indemnify MRCA and Harini Management Services Sdn Bhd against any loss, costs, expenses (including legal fees), damages and liabilities that might arise from their own incapacity, negligence, breach of contract or other civil misdeeds. We reserve the right to edit all articles. All rights reserved. Copyright © 2023 by MRCA and Harini Management Services Sdn Bhd. No part of this publication may be reproduced in any form without prior written permission from the publisher. MRCA and Harini Management Services Sdn Bhd accept no responsibility for unsolicited manuscripts, photography, illustration and other editorial materials.

CONTENTS / VOL. 11 NO. 1

FE MIRF 2023 Brings in RM120 Million in Investments

COVER STORY 4

ON THE COVER

ALL ABOUT FRESHLY BAKED COOKIES AND FREE SMELLS

22 CEO Get-Together: Protecting

The ever-popular Famous Amos continues to trailblaze the Malaysian and Brunei market with its fresh outlook and innovative approach. Alex Ooi, Director of The Famous Amos Chocolate Chip Cookie Corp (M) Sdn Bhd, speaks to CHRISTINA THOMAS about the company’s journey and future direction.

24 Network of 5 Advocates

MRCA EVENTS/MARKET INFO 10 FE MIRF 2023 Brings in RM120 Million in Investments

18 Meals and Supplement Programme for a Healthier Workforce

19 MRCA Congratulates Datuk Ken Phua The Famous Amos Chocolate Chip Cookie Corp (M) Sdn Bhd

20 Productive Meeting with Visitors From IRBM

Human Capital Sustainable Retailing

26 Visionaries Shine at McMillan Global Woods Awards 2023

28 Report: Malaysian Retailers Are Adaptable to Evolving Consumer Patterns

30 Village Grocer Opens 27th Outlet at Hartamas Shopping Centre

32 Sunway Pyramid Shakes Things Up with Bold Transformation

34 Enhance Your ZCITY Experience with Jojo to Transform Your Rewards Journey

36 WOWNations Empowers Malaysians with Smart Solutions

President’s Message

Dato’ Sharan Valiram President 2022-2024 Malaysia Retail Chain Association

Dear Members, I would like to seize this opportunity to extend my heartfelt wishes to all of you on the occasion of Merdeka and Malaysia Day. The significance of August 31, and September 16, goes beyond words, holding profound historical and cultural importance for us Malaysians. They serve as reminders of the values of unity,

diversity, and progress. Merdeka marks the triumphant journey of our nation’s founding fathers, who persevered through numerous hardships to attain independence. Similarly, Merdeka and Malaysia Day hold a special place in the hearts of MRCA members, symbolising the resilience and unwavering dedication of Malaysian retailers weathering challenges to excel in retailing. It is heartening to witness the retail industry’s resurgence and its promising path towards full buoyancy. MRCA continues its active engagement with the government, industry partners, and the media to ensure the enduring strength of the retail sector. Recently, we had the privilege of meeting with Dato’ Seri Dr. Mohd Nizom bin Sairi, CEO of the Inland Revenue Board of Malaysia (LHDN), who shared invaluable insights into regulatory requirements and clarified our taxationrelated queries. Our sincere appreciation goes to Dato’ Seri Dr. Mohd Nizom for sparing his time to meet us and visit the MRCA office. Our recent Franchise Expo 2023 MIRF witnessed a significant turnout of retailers and guests. This event provided valuable insights into the franchise industry and the opportunities it offers. Moreover, it successfully raised awareness about franchising and piqued the interest of numerous aspiring entrepreneurs considering ventures in the franchise business. I’m delighted to share that MRCA has been actively strengthening business ties with the Indonesian retail industry. We participated in the

Indonesia Retail Summit 2023, organised by HIPPINDO (Indonesia Retail & Tenant Association). The event, officiated by Indonesia’s Minister for Economic Affairs, featured enlightening dialogues, panel discussions, presentations, and speeches by esteemed speakers and government officials. Meanwhile, MRCA Academy has been actively conducting informative knowledge sessions, such as the Team Empowerment Through Learning and Development briefing, giving members access to key statistics, learning schemes, and strategic initiatives. Recently, we forged a partnership with the Sustainable Development Solutions Network (SDSN), Sunway Malls, and the Malaysian Retailers Association (MRA) to launch the Sustainability Collaboration Action Network (SCAN). SCAN represents the first alliance network in Malaysia dedicated solely to sustainability within the retail sector. Our Corporate Visit to the Proton Centre of Excellence provided an exciting learning experience, with Encik Yusri Yusuf, Proton’s Senior Director of Corporate Strategy, sharing valuable insights. The Buddy Get-Together at the Golden Home Kitchen in Kota Damansara was a delightful experience. We enjoyed a knowledge-sharing session and had the opportunity to connect with one another over delectable food and beverages. For those who missed this event, I encourage you to participate in the next session as we work towards fostering a close-knit community of retail professionals and entrepreneurs. Another captivating event was the CEO Get Together, featuring distinguished speakers such as Joseph Aw and Koot Chiew Ling from Tune Protect Life, who shared invaluable insights on protection of our businesses. MRCA and MDEC are collaborating to host the exciting upcoming 100 Go Digital series, featuring speakers from renowned brands such as Carsome, Zus Coffee, HRD Corp, and AirAsia Academy. These speakers will discuss their digitalisation journeys and provide key takeaways to help retailers implement newfound knowledge into their businesses. With just 3 more months to the end of 2023, let’s make the most of this time and create transformative waves of progress to carry us into 2024. I also eagerly anticipate meeting more of you at our upcoming events. Wishing you all successful sales and a prosperous quarter ahead.

“Together We Thrive”

Cover Story

ALL ABOUT

FRESHLY BAKED COOKIES AND FREE SMELLS The ever-popular Famous Amos continues to trailblaze the Malaysian and Brunei market with its fresh outlook and innovative approach. Alex Ooi, Director of The Famous Amos Chocolate Chip Cookie Corp (M) Sdn Bhd, speaks to CHRISTINA THOMAS about thecompany’s journey and future direction.

ince 1983, Famous Amos has been delivering its signature experience to Malaysians, with their Freshly Baked Cookies and unforgettable aroma wafting through shopping malls, airports, and other commercial areas. The company is part of DKSH since 1997 – a reputable and renowned multinational market expansion services provider with diverse business interests. With a 40-year track record of delicious cookies in amazing packages, Famous Amos has earned a special place in the hearts of Malaysians. Today, the company has 94 outlets across the market and aims to exceed the 100-mark by the end of 2023. Speaking about the brand’s foray into the Malaysian and Southeast Asian market, Alex Ooi, Director, The Famous Amos Chocolate Chip Cookie Corp (M) Sdn Bhd, explained that aside from Malaysia, the company envisions to further expand its operations in the region, spanning Brunei. “Famous Amos is an American

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brand, and we have the license to operate in Malaysia and Brunei,” says Alex. He adds that the cookie batter is imported directly from the USA, but baked at the individual outlets, hence the tagline “Freshly Baked Cookies” and “Free Smells”. Prior to 2018, the brand was more focused on the retail business, however, the focus is now on expanding its channel of distribution. “We have ramped up our presence in e-Platforms and revamped our website. Therefore, when the movement control orders (MCOs) were announced, we were ready for e-Commerce,” he shares. Famous Amos did not have a central kitchen prior to 2018, and much of the work was done at the outlets, thus ensuring consistency was a huge challenge as it varied from outlet to outlet. Since August 2018, the cookie maker established a central kitchen, where all corporate and website orders received were freshly baked. The company also produced its very own in-house brownies and muffins at this central kitchen. As more corporate and website orders rolled in and

Cover Story

Malaysia Retailer Vol 11 No 1

As the market dynamics evolve, Famous Amos is continuously re-calibrating its business approach. Before 2018, 85% of the company’s outlets were concentrated in shopping malls and 15% at airports. “We felt that it’s high time

There is also innovation in cookies and Famous Amos is onto it. With a 40-year track record and presence in the market, Famous Amos can often be perceived as a heritage brand,

Cover Story

CHANNEL DEVELOPMENT

to diversify, therefore, we have ventured into new channels. One of these is the Premium Outlets. We currently have outlets in all Premium Outlets across Malaysia, except for Johor Premium Outlet and Design Village in Penang. Our first outlet in the expansion was established at Mitsui Outlet Park in Sepang,” said Alex. Part of its channel development strategy also involves expanding into rest stop areas – currently, Famous Amos has a presence at 2 key rest stops, namely Ayer Keroh Southbound and Rawang Northbound. “We will open the Tapah Southbound outlet in Q4 2023 and the Seremban rest stop by Q1 2024,” he adds. Famous Amos is also making its mark within theme parks and attractions – in November 2019, an outlet was opened at Sunway Lagoon, while two more will be opened this year, specifically at KidZania and Splashmania. “Our intention is to introduce the brand to the younger generation, a demographic we believe holds tremendous potential and opportunity,” Alex explains. Leveraging on high traffic areas, Famous Amos is also targeting transit hubs. To-date, they have an outlet at the bustling Larkin Sentral in Johor, and at a very strategic spot in NU Sentral at KL Sentral. The company is continuing to explore other transit hubs to expand its reach within the Malaysian market. In fact, Famous Amos is also prominently situated at KLIA2 – a fantastic location for its 18-hour outlet. Subang Skypark is no different, one cannot miss the aroma of cookies at the departure gate.

“Famous Amos is an American brand, and we have the license to operate in Malaysia and Brunei, the cookie batter is imported directly from the USA, but baked at the individual outlets, hence the tagline ‘Freshly baked cookies and free smells’.” – The Famous Amos Chocolate Chip Cookie Corp (M) Sdn. Bhd. the demands of daily business increased, the initial 1,500 sq ft central kitchen was no longer sufficient to cater to the company’s business needs. As such, a 3,000 sq ft central kitchen was established in 2019. However, even the larger space struggled to accommodate the cookie maker’s bustling business. “We have now moved to a 9,000 sq ft central kitchen facility in Kota Damansara. It’s called Cookie Excellence Hub or ‘The Hub’ in short, and that’s where we also handle the repackaging of confectionery. Our gummies and chocolates are Malaysia Retailer Vol 11 No 1

also packaged at The Hub,” says Alex proudly. Famous Amos has not only grown in stature but also in size. The company now has a 500-strong workforce spanning both its corporate office and its outlets.

COOKIE INNOVATION

7 however, to change this perception and inject fresh ideas into the brand, the company has introduced limitedtime-offer (LTO) flavours. “Over the last 35 years, we have maintained the same flavours, but in 2019, we introduced our first new flavour. That actually created a new buzz in the market,” highlights Alex. Since then, the cookie maker has rolled out 9 new flavours. “We typically offer them for a minimum of 3 to 6 months, depending on the market’s response. In fact, we recently unveiled a new flavour on 26 July – ‘Apam Balik’ cookies, which is inspired by the popular local snack,” beams Alex.

DIGITAL TRANSFORMATION Riding on the digital bandwagon, Famous Amos has also gone cashless. The company hopes to encourage more Malaysians to adopt contactless and cashless payments. Recognising that certain segments of Malaysians still prefer traditional cash transactions, Alex says “We have made this service available across all our outlets nationwide. By transitioning to cashless transactions, we can mitigate the risk of fraud. However, we understand that some customers are still more comfortable with cash. Therefore, while we actively promote cashless payments, we also continue to accept cash,” he adds. The company has observed that cashless or contactless payments may not be feasible for 3 types of customers – senior citizens, school

children and tourists – hence cash is still welcomed at all outlets. In addition, Famous Amos allows its customers to make purchases without receipts: “We now ask customers if they want receipts. The experience during the MCO has taught us that many customers prefer not to receive paper receipts and this contributes to sustainability.” shares Alex. Famous Amos just recently launched their very own mobile application. “In our pursuit to building long-term relationships with our loyal customers, we believe that a mobile app will not only help us better understand our customers and their purchase preferences, but

also bring forth substantial benefits for our valued customers. The app will also serve as a platform for our customers to access exclusive offers and accumulate points, which can subsequently be redeemed for special offers and exclusive merchandise,” Alex explains. That’s not all – the company has also revamped its outlets with a new makeover, thus offering a modern and comfortable store environment. ”Our POS system has been upgraded and the software we now employ is more user-friendly. Furthermore, we also offer a variety of gift packaging solutions.” “Regarding pick-and-mix options such as gummies and marshmallows – we aim to expand that range to offer children a greater variety of choices,” he adds. Famous Amos is a Hazard Analysis and Critical Control Point (HACCP) and Halal certified operation. “We are the largest and only JAKIM-certified cookie chain business in Malaysia and Brunei. We are also accredited by the Ministry of Health (MOH) to conduct certified Food Handler training courses. We currently conduct our own training, which is recognised by MOH,” Alex shares. Malaysia Retailer Vol 11 No 1

Cover Story

A LIVELY, FUN BRAND In making the brand fun and lively, especially for the younger segments of Malaysians, Famous Amos has been collaborating with other reputable brands to add a twist to their product line-up and also to create new products. “We partnered with Berjaya’s Krispy Kreme and they came up with two new products – firstly, donuts with cookie crumbs on top. That endeavour achieved remarkable success, and the response was so good that they retained the product for two consecutive Christmas seasons,” Alex shares. The other collaborations have yielded intriguing products, such as Eureka Famous Amos Popcorn, a seasonable product that has now become a permanent item due to the fantastic response from Eureka’s customers. In December 2021, Famous Amos also worked with Tealive to create 5 new beverages using its cookies. “The response was incredible – what was intended to be a 3-month campaign, ended up with stocks being depleted within a mere 6 weeks,” says Alex. The cookie maker is continuing to make its mark in the food and beverage industry – it is also collaborating with brands such as Vanilla Crepe and Jobbie Peanut Malaysia Retailer Vol 11 No 1

Butter - by introducing one of its kind mille crepe cake and peanut butter respectively using the signature Famous Amos cookies. Moreover, passengers aboard Firefly flights are treated to a packet of cookies each. “As a member of the DKSH Group, our aim is to expand DKSH’s retail offerings in Malaysia and position DKSH as a market leading multibrand enterprise. We are actively exploring possibilities with local brands that seek to divest their businesses. Our growth strategy also includes regional expansion,” Alex points out.

SUSTAINABILITY As an organisation that is cognisant of Environmental, Social and Governance (ESG) emphasis, Famous Amos is doing its part to uphold the United Nations Sustainable Development Goals (UN SDGs). With a focus on environmental preservation, waste management, and carbon footprint reduction within its operations, Famous Amos has taken measures to minimize plastics usage and use organza material, which is reusable, for wrapping its hampers.

REACHING OUT TO COMMUNITIES As a well-known brand in Malaysia,

Famous Amos is actively involved in social causes across the market. Its 500-strong workforce also includes hearing-impaired and mute employees. “We work with the Malaysian Federation of the Deaf, and to-date we have 11 hearing impaired and mute employees who support our high-volume outlets. While they are not in direct customer-facing roles, they primarily contribute to back-end operations due to communication challenges with customers. This initiative showcases our commitment to inclusivity and our dedication to giving back to society,” says Alex. Famous Amos also has a focus on ESG whereby outdated uniforms are channelled to Kechara, where single mothers from the B40 community are employed to upcycle these into reusable items.

AWARDS Famous Amos is an award-winning brand, having received numerous prestigious awards and industry recognitions. These include the certification of Great Place to Work – April 2023 to April 2024, The BrandLaureate Best Brands Awards 2018-2019 for Brand Leadership in Consumer Cookies and Confectionery category, and Social Media Excellence Award 2017, just to name a few. ■

MRCA Event

FE MIRF 2023 Brings in RM120 million in Investments Held in early July, the annual 3-day event – newly and successfully rebranded – plays a crucial role in elevating both the retail and franchise industry in Malaysia.

igger and better, the rebranded Franchise Expo Malaysia International Retail and Franchise 2023 (FE MIRF 2023) held early in July reached its aim of drawing RM120 million in investments for local retailers and franchisors. The Malaysia Retail Chain Association (MRCA) rebranded this prestigious show to FE MIRF 2023 for its sixth edition, a strategic effort aimed at elevating the retail and franchise industry in Malaysia, and attracting investors from around the world. The show drew in close to 400 booths and over 200 exhibitors. It hosted over 15,000 visitors including prospective investors, business owners and customers – resulting in a boost in business activities, exhibitor transactions and sales.

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GLOBAL SHOW

F&B BOOST

With significant growth in the participation of foreign investors and retailers from Taiwan, Korea, Singapore, the US, UK, Vietnam, India and Australia, FE MIRF 2023 brought in well-established and in-demand brands, creating a platform for local franchisees and investors to compare and make business decisions. Domestic exhibitors showcased innovative homegrown franchise concepts, presenting investors with exciting opportunities to participate in the growth of local brands. These concepts were tailored to meet the unique needs and preferences of the Malaysian market. By capitalising on FE MIRF 2023’s platform, domestic exhibitors showcased its best offerings to attract investments that will enable their franchises to expand and thrive.

In a significant milestone, the F&B pillar of MRCA entered into an MoU with Tazte by ZCity, a comprehensive F&B digital platform and automated business solution. The MoU signing represents a strong commitment from both MRCA and Tazte by ZCity to foster innovation, competitiveness and sustainability within the F&B industry. Together, they aim to create a dynamic and vibrant ecosystem that benefits businesses, consumers and the economy. Former Minister of Domestic Trade and Costs of Living (KPDN) the late Datuk Seri Salahuddin Bin Ayub, in his speech, said the ministry applauds the efforts of MRCA to bridge collaboration with some of the biggest and most experienced corporations in Malaysia and ASEAN

to enable retailers and franchisors to grow. “The exhibition is just as exciting as it is helpful in progressively advancing Malaysia’s economy by empowering businesses of various scales. “Not only does this expo promote entrepreneurship, drive economic growth, foster innovation and facilitate market expansion, it also contributes to the development and competitiveness of Malaysia’s franchise and retail sector,” he added.

MATCH-MAKING Additionally, FE MIRF 2023 facilitated business matching services to propel investment prospects further. By carefully analysing investor profiles and exhibitor offerings, meetings were arranged to connect partners who demonstrated a genuine interest in their respective sectors. This personalised approach ensured that investment discussions were focused and aligned with the specific needs and preferences of investors, boosting the likelihood

of successful partnerships and investment commitments. Moreover, through a meticulously designed on-ground engagement initiative, visitors were provided with a conducive environment to establish direct interactions, build relationships and explore potential collaborations. Networking sessions, one-on-one meetings and interactive workshops created an atmosphere conducive to productive exchanges, allowing franchisors to showcase their Malaysia Retailer Vol 11 No 1

MRCA Event

offerings and investors to express their interests. Through endorsements garnered from the government and strategic partners, MRCA is confident that FE MIRF 2023 will play a significant role in revitalising the country’s economy through the development and growth of the franchise sector.

GRAND OPENING FE MIRF 2023 Organising Chairperson Christine Tan said Malaysia Retailer Vol 11 No 1

the grand opening marked the culmination of months of meticulous planning, dedication and collaboration among industry leaders and entrepreneurs, who share a common vision of fostering growth, innovation and prosperity in the world of franchising and retail. “FE MIRF 2023 is more than just an event; it is a platform that will catalyse economic development, entrepreneurship and knowledge exchange. It is an avenue where

businesses will thrive, and partnerships will be forged. “Moving forward, FE MIRF2023 will continue offering unparalleled investment opportunities, a platform for emerging brands, valuable knowledge sharing, extensive networking opportunities, and industry recognition, as we aim to ultimately position ourselves as Southeast Asia’s leading retail and franchise expo.” Meanwhile, the Malaysia Retailer magazine took the opportunity to present specially-printed and framed Appreciation Cover posters to its past front cover participants in gratitude for their support. The exhibition is supported by MRCA Corporate Patrons namely Maxis, Fusionex and RHB, and endorsed by Malaysia External Trade Development Corporation, Malaysia Convention and Exhibition Bureau, Franchising and Licensing Association, Singapore and Taiwan External Trade Development Council. Franchise Expo MIRF (FE MIRF) 2023 is also proud to have Nu Vending Sdn Bhd as the Platinum Sponsor, POS2U Sdn Bhd as the Gold Sponsor, Gem Reward Sdn Bhd, SBDG (SEA) Sdn Bhd, Web Bytes Sdn Bhd as the Silver Sponsors and 168 Park Selayang Sdn Bhd and China Mobile International Sdn Bhd as Bronze Sponsors. ■

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MRCA Event

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MRCA Event

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Market Info

Meals and Supplement Programme for a Healthier Workforce The GetLean corporate wellness programme – which promotes a healthy lifestyle in the workplace – is a collaboration between wellness company Maison Group, caterer GOClean and healthcare provider KL Wellness City.

aison Group and GOClean have announced a partnership to launch an innovative corporate wellness programme in collaboration with KL Wellness City. The programme is designed for busy entrepreneurs and corporate employees, and aims to promote a healthy lifestyle in the workplace. The corporate wellness programme will serve healthy meals accompanied by super healthy supplements. Meals will be prepared by chefs and assessed by nutritionists for optimum health benefits. The goal of the programme is to provide employees with convenient and nutritious meal options that prevent and minimise the risk of chronic diseases, such as cardiovascular diseases, diabetes and cancer, which are prevalent in Malaysia.

Founder of Maison Group, Datuk Seri Edmund Heng, said by providing healthy and convenient meal options, the programme aims to improve the physical and mental well-being of employees. In turn, this can result in higher productivity, lower healthcare costs, and a positive work environment. Maison provides medical products, health products, nutritional food, medical devices, health appliances, leisure fitness, health management and consulting.

WELLNESS AT WORK KL Wellness City, a leader in health and wellness, said the GetLean programme is an important part of its overall wellness strategy. Its Executive Director Dato’ Sri Dr Vincent Tiew said his team is excited to be the first corporate partnership in the GetLean programme. “This programme will help our employees maintain a healthy Malaysia Retailer Vol 11 No 1

and balanced lifestyle, which will ultimately lead to greater productivity and happiness at work,” he said.

HOLISTIC HEALTH Maison Group, which promotes holistic solutions for every aspect of human life, said the programme is suitable for busy entrepreneurs and executives who find it challenging to stay on a healthy and nutritious diet due to their tight schedule and busy lifestyle. In line with the rising healthcare costs and the prevalence of chronic diseases in Malaysia, the programme recognises the challenges of balancing work and exercise, which is why it emphasises the importance of nutrition and healthy eating habits.

CLEAN AND CONVENIENT GOClean is a well-known healthy Food Delivery and Catering Service in the Klang Valley. The company delivers rainbow sandwiches, frozen meals, keto and regular meals and desserts as well as cold pressed freshly squeezed juices for its customers for those who are busy at work but are serious about maintaining a healthy diet. “GOClean has always been on a mission to attract and educate the public to eat healthy, and that a healthy meal doesn’t have to be boring,” the company said on a Facebook post. “Our clean food options cater to many groups of people such as body builders, vegans, vegetarians and many more.” ■

MRCA Congratulates Datuk Ken Phua

Congratulations, Datuk Ken Phua on receiving the prestigious Darjah Pangkuan Sri Melaka (DPSM) and the esteemed title of “Datuk” during the investiture ceremony held at Seri Negeri, Ayer Keroh, Melaka, on August 27 2023, in conjunction with the 74th Birthday of Tuan Yang Terutama (TYT) Tun Seri Setia (Dr) Haji Mohd Ali Bin Mohd Rustam, the Yang DiPertua Negeri (YDP) (Governor) of Melaka. Your dedication, commitment and outstanding contributions have not gone unnoticed. This title is a testament to your accomplishments and the positive impact you’ve had on our community. Once again, congratulations on this well-deserved honour, and we look forward to witnessing your continued success in the future. Best wishes, MRCA President Councils, Exco, Councils and members.

Message from Datuk Ken Phua

As the Group Managing Director and also board member of Bentley Music Group Malaysia, I truly feel honoured to be receiving this award. I dedicate it to everyone at Bentley Music Group Singapore and Brunei Darussalam and to the board member from our property development arm in Malaysia and Singapore. Special mention to the Malaysia Retail Chain Association (MRCA). It was my involvement in and contribution to this esteemed organisation that earned me this medal of honour. Thank you to the many testimonies submitted on my behalf. I am also grateful for the support from my board members and my principals from overseas. To my associates, colleagues and friends, I am truly indebted to all of your kind moral support. Last but not least, my heartfelt appreciation to my family members for your continuous encouragement which makes a lot of difference in my life journey. I am truly indebted to you for all your sacrifices.

Datuk Ken Phua, MD of Bentley Music Group, has been at the helm for more than 30 years, spearheading and restructuring the company to become the leader in the musical instruments and sound reinforcement industries. He leads six core corporate divisions targeting various sectors, namely Retail Division, Wholesale Division, Bentley Music Academy, Corporate Division (AV sound reinforcement systems), Institutional Divisions (tender from various Government Ministries for the supply of musical instrument) and Corporate Communications Division. His online store, launched in 2017, serves musicians beyond Malaysia, mainly in Brunei, Singapore and other Asean nations. Datuk Ken Phua is also currently the Deputy President of MRCA. He graduated from the University of Bradford in the UK with a Management Science Degree and holds a postgraduate MBA from the University of Sunshine Coast, Australia. He is a certified financial planner from Financial Planning Association of Malaysia, and now a PhD candidate in Management from Inti International University. Datuk Ken Phua is the Current Steering Committee’s Training Chairman for the Retail and Wholesale Sector appointed by HRD Corp under the Ministry of Human Resources. He is the head representative with the Malaysia Australia Alumni Council for his alma mater, the University of Sunshine Coast. Malaysia Retailer Vol 11 No 1

MRCA Event

Productive Meeting with Visitors from IRBM The visit helped the tax people better understand the retail business in Malaysia and in turn the association had some of their questions answered on the mandatory implementation of e-Invoicing for companies.

he MRCA had the honour of hosting the CEO of Inland Revenue Board of Malaysia (IRBM) Dato’ Seri Dr Mohd Nizom Sairi and his team on August 11, 2023 for a Fact-Finding Session. It was the first time the retail chain industry bigwigs and the IRBM had the chance to sit down and enjoy a casual briefing session at the association’s headquarters in SkyPark OneCity, Subang. “The Malaysia Retail Chain Association provided us at IRBM an opportunity to understand the retail business operations in Malaysia,” said Dato’ Seri Dr Mohd Nizom. “The compelling vision outlined by MRCA is to unite all retail businesses and collectively voice their concerns to the authorities. We strongly support this aspiration, especially as we formulate strategies to streamline their taxation procedures,” he added

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before thanking President of MRCA Dato’ Sharan Valiram for graciously hosting the IRBM team.

TIMELY VISIT The visit was timely as companies including retailers and chain store owners prepare for the mandatory e-Invoicing starting as early as mid-2024. The first phase will roll out in June 2024. It will see companies with a turnover of RM100 million and

above use e-invoicing or electronic tax invoice. The next phase, which affects companies with an annual revenue of RM50 million, will begin in January 2025. Companies with an annual revenue of around RM25 million will be required to use e-Invoicing in January 2026, followed by all companies from 2027. The Electronic billing system will be used by businesses’ trading partners, such as their suppliers, to

Quick Points for Retailers:

1. e-Invoice is a digital representation of a transaction between a supplier and a buyer. It replaces traditional paper or electronic documents such as invoices, credit notes and debit notes. 2. IRBM defines the e-Invoice as a file created in the format specified by the new regulations that can be automatically processed by the relevant accounting system, eg XML and JSON. 3. IRBM will use the Continuous Transaction Control model where the validation is done instantly (or near-instantly). 3. For small and medium businesses which do not have an e-Invoice system in place, IRBM will provide free solutions which are web-based and require manual input of data into the system. 4. The first stage of implementation will focus on business-to-business and domestic transactions, which include intercompany invoices. Taxpayers can kickstart the transition by: 1. Updating key MyTax details 2. Initiate appropriate communications 3. Assessing organisation readiness for adoption present and monitor transactional documents between one another and to ensure the terms of their trading agreements are being met. e-Invoicing will help improve the efficiency of tax administrations, either through direct or indirect taxes. It is also expected to provide cost savings in doing business and to strengthen the tax system in the country by making it fairer and more equitable. ■ If you have queries or concerns, you can reach out to myinvois@hasil.gov.my. Alternatively, you can download the recently released e-Invoice Guideline from hasil.gov.my/en/e-invoice/

Malaysia Retailer Vol 11 No 1

MRCA Event

CEO Get-Together: Protecting Human Capital Recognising the importance of human capital in organisations today, Tune Protect has curated a unique employee benefits insurance for SMEs to help them safeguard employee wellbeing and mental health while effectively managing costs.

RCA organised the 7th edition of the CEO Get-Together session in August featuring distinguished speakers from Tune Protect addressing protection through insurance for better quality of life. The event began with a few words from Lim Ben Jie, Organising Chairperson, followed by a welcome address by Dato’ Sharan Valiram, MRCA President. The session held at The Chow Kit Hotel in downtown Kuala Lumpur, was attended by approximately 80 members. Lim Ben Jie said “This event marks a significant conversion of visionaries, leaders and innovators in both the retail and insurance sectors. In today’s rapidly evolving business landscape, the importance of collaboration, strategic partnerships and shared insights cannot be overstated. Our gathering today embodies the spirit of synergy – the coming together of minds that have driven their respective industries forward.”

Malaysia Retailer Vol 11 No 1

In his welcome message, Dato’ Sharan said that he always encourages MRCA members to leverage on sponsors’ products. He thanked the sponsors for facilitating this event and the speakers for sharing insightful information with members.

TUNE PROTECT – SAFEGUARDING EMPLOYEES’ HEALTH & WELLBEING The members also had the

opportunity to listen to Koot Chiew Ling, Principal Officer of Tune Protect Life. She shared about Tune Protect’s life insurance options and its flexibility in offering customers good protection programmes. “Today, we have a flagship product called SME Ezy – it actually provides employee benefits insurance. We do life insurance for employees, hospitalisation insurance and outpatient insurance. She added that the employee

Market Info

benefits insurance is now offered online, making it easy for SMEs to obtain the insurance for employees directly from Tune Protect without having to go through any intermediaries, thus saving costs. Koot explained that the purpose of introducing this type of insurance was to address problems faced by SMEs in relation to budgetary concerns such as annually increasing insurance costs. In his presentation entitled “People are our Greatest Asset – Employees Health & Well Being”, Joseph Aw, Head of MiZennials, Tune Protect Life highlighted that businesses need various types of talents to make a business successful. He posed the question to the crowd on how many of their talents are young people within their organisations and whether or not employers understood their needs. Joseph stressed in recruiting Gen Zs in current times, one of the topmost priorities among talents

is work life balance and a healthy lifestyle. He added that another key factor among young talents today is mental health, as employees seek quality of life and are concerned about personal wellbeing. “At Tune Protect, we want to go beyond insurance. We try to be different – other than insurance, we have come up with Activate, which basically means that if you join this programme, you will enjoy a specific curated programme that involves checking the health status of employees. This involves checking 4 bio-markers namely high blood pressure, sugar levels, cholesterol levels and also BMI,” Joseph points out. He explained that this programme ensures that employees are in good physical health. If employees achieve good results in these 4 bio-markers, they stand to receive rewards such as an increase in their annual limit up to 100 percent.

At the same time, there is also a focus on mental health. Staff can login to the programme and undergo mental health assessments. “We not only want to take care of employees’ physical health, we also want to take care of mental health,” stresses Joseph. Another benefit of Tune Protect’s coverage is effective cost management by maintaining premiums at status quo for the next 3 years. “We want to offer SMEs this programme so that they can take care of their employees’ physical and mental health, and not worry about costs,” Joseph highlights. Joseph urges SMEs to check out Tune Protect’s website where an online rebate of 10 percent is available for purchase of employee insurance. In addition to that, health assessments are free for the first year. The event ended with a night of networking over dinner. ■ Malaysia Retailer Vol 11 No 1

Market Info

Network of 5 Advocates Sustainable Retailing The collaboration – led by mall operator Sunway Malls – seeks to adopt eco-friendly practices in the retail industry.

n a pioneering step forward, Sunway Malls is taking the lead in transforming the landscape of retail by spearheading sustainability education efforts. With a commitment to creating a greener future, Sunway Malls is paving the way for retail businesses via multiple collaborations to gain sustainability knowledge to

propel the sustainability agenda forward. The mall group launched the Sustainability Collaboration Alliance Network (SCAN), a five-way partnership linked up with United Nation Sustainable Development Solutions Network (SDSN), Jeffrey Sachs Centre on Sustainable Development at Sunway University (JSC), Malaysia Retail Association

(MRA), and Malaysia Retail Chain Association (MRCA). SCAN is the first alliance network in Malaysia to solely focus on sustainability in the retail industry. Its aim is to encourage environmentally responsible practices while nurturing a thriving business community. It cannot be denied that the retail industry, while being a key driver of economic growth, plays a significant role in carbon emissions.

LEARNING PROGRAMME

From left, MRCA President Dato’ Sharan J Valiram, MRA Presidential Advisor James Loke, Sunway Malls Senior General Manager KS Wong, Sunway Malls and Theme Parks CEO HC Chan, UN Sustainable Development Solutions Network Regional Team Lead for Asia, SDG Academy Shannon Kobran, Sunway University’s Jeffrey Sachs Centre on Sustainable Development Associate Professor Yeoh Keat Hoe.

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By adopting eco-friendly practices, the retail players in the country are expected to reduce carbon footprint, minimise waste and conserve resources. These efforts not only align with global sustainability goals but also resonate with the growing consumer demand for ethically produced goods and ecoconscious brands. With the essential stakeholders of mall operators, retailers and sustainability experts under SCAN, Sunway Malls curated a three-tier learning programme, known as ReX (Retail Extended Learning). The first tier was launched late August. The first tier emulates a foundation level, with an overview on the importance of sustainability practices in bite-sized video formats. This comprehensive platform is currently complimentary to the mall group’s business partners and members of MRA and MRCA. The second and third tier are intermediate and post-graduate levels. Here, retailers would be

25 “An internal survey conducted by Sunway Malls on our business partners last year revealed that only 46.3% are embarking on Sustainable Development Goals through some forms of practices or policies.” HC Chan, CEO of Sunway Malls and Theme Parks

encouraged to attend seminars and conferences, followed by a Master programme in sustainable development.

BUILDING AWARENESS HC Chan, CEO of Sunway Malls and Theme Parks, said an internal survey conducted by Sunway Malls on our business partners last year revealed that only 46.3% are embarking on Sustainable Development Goals through some forms of practices or policies. “This means over 50% of our business partners have yet to commence their sustainability journey,” he said. “While we emphasise sustainability as an important progression, we must also recognise that building awareness, knowledge and technical capability in sustainability is essential. We need to prioritise strategies to raise awareness and reduce the cost of transition. This is definitely a mammoth task and it needs a multiparty collaboration to see meaningful progress,” he added. Through the launch of SCAN and ReX, Sunway Malls is setting a benchmark while inspiring other retail centres and retailers to integrate sustainability into their core strategies, fostering a more environmentally responsible and economically viable future. “We strongly believe the retail

industry needs to be equipped with the proper knowledge and tools, so informed decisions that promote sustainability can be made diligently. This bold step would not have been possible if not for the foresight and boldness of our two national retail associations – MRA and MRCA – as well as with the guidance and education on sustainability from SDSN and JSC,” said Chan.

“Let’s use this e-learning platform as our kitchen, where we whip up ideas, mix them with knowledge, and create a dish of sustainability that’s not just good for business, but great for our planet,” Jessica Jong, Head of Sustainability and Quality Assurance, Sunway Malls

NOBLE EFFORT In honouring its commitment to sustainability, Sunway Malls is making the e-learning resources available at no cost. As such, Jessica Jong, Head of Sustainability and Quality Assurance, Sunway Malls, encouraged retailers to embrace the learning platform with open arms and open minds. “Let’s use this e-learning platform as our kitchen, where we whip up ideas, mix them with knowledge, and create a dish of sustainability that’s not just good for business, but great for our planet,” she said. SDSN’s Asia headquarters is responsible for initiating and coordinating continent-wide priority programmes, particularly in the areas of decarbonisation, biodiversity conservation, financing sustainability and education for sustainable development. The SDSN office in Sunway City Kuala Lumpur is its Asia

headquarters, one of only three such global centres, alongside Paris (overseeing Europe and Africa) and New York City (overseeing the Americas). JSC, on the other hand, forms the hub for research and policy practice by creating world-class programmes to train a new generation of students, practitioners and policy leaders to solve SDG related issues and problems. Sunway Malls is the first among the malls in Malaysia to incorporate a green clause, encouraging its retailers and business partners to adopt sustainability practices. The mall group has also incorporated green procurement to catalyse sustainable consumption and production of green technology products and services. These efforts are part of Sunway Malls’ strive towards achieving Sunway’s wider goal of net zero carbon emissions by 2050. ■ Malaysia Retailer Vol 11 No 1

Market Info

Visionaries Shine at McMillan Global Woods Awards 2023 The awards this year celebrates recipients from diverse industries including renowned Malaysian talents, Hong Kong influencer and a visionary Australian billionaire.

he McMillan Global Woods Awards 2023, a distinguished event celebrating excellence across various industries, proudly announced the recognition of 30 business visionaries worldwide. Among these esteemed honourees were Malaysian actor and singer Alvin Chong, Malaysian supermodel and business mogul Amber Chia, Hong Kong actress and influencer Gine Lin Siu Kiu, award winning Hong Kong actress Wiyona Yeung, thunderous drummer Eric Lau and visionary Australian billionaire magnate Georgina Hope Rinehart. Organised by McMillan Woods Global and held at the ShangriLa Hotel Kuala Lumpur, the event was officiated by YM Tunku Dato’ Mu’tamir Tunku Tan Sri Mohamed from the Royal Household of Negeri Sembilan. It brought together more than 600 industry leaders, innovators, entrepreneurs, artists and philanthropists who witnessed a standout moment when McM Cares – the philanthropic programme under MCMWG – made a heartfelt RM300,000 donation to the National Stroke Association of Malaysia. This act of philanthropy not only demonstrated MCMWG’s generosity but also emphasised the significance of corporate social responsibility and the transformative impact organisations can achieve by aligning their success with community betterment. Dato’ Seri Dr Raymond Liew,

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President and Founder of MCMWG said the organisation ensures that a minimum of RM100,000 is given to charity every year through its net profits and multiple charity drives leading up to the awards night. “The McMillan Global Woods Awards 2023 is a celebration of excellence and a reminder that success is not just about personal achievement but also about leaving a positive mark on the world,” he said. “We’ve reached our 10th anniversary this year, which is a testament to the enduring impact of the McMillan Global Awards. To celebrate, we have rebranded with the tagline ‘Authenticity, Authoritative, Aspiration’ reinforcing our mission to honour excellence and innovation while inspiring others to reach new heights, and we will continue to do so in the years to come,” he added. This year’s awards attracted a

record number of applicants, despite the requirements and evaluations being more meticulous than ever. McM Global Awards 2023 Organising Chairperson Rachel Hsu Xin said the nomination and evaluation process is designed to be thorough and objective. “We take pride in our awardees being selected based on their merit and the transformative nature of their contributions.” The categories included McM Icons, awarded to outstanding personalities, both globally and locally; McM Masters, honouring established business entrepreneurs and global leaders; and McM Rising Stars, awarded to thriving young talents, offering them a platform to excel in their careers. Moving forward, MCMWG will continue to be the spark of inspiration for rising industry players and act as a catalyst in emerging new business potentials to spur

27 global industry growth in the future. The McMillan Global Woods Awards 2023 was organised by McMillan Woods Global, with GV Corporate Advisory as the Platinum Sponsor, Gintell and QSolve as the Gold Sponsors

and Sphere Corporation Sdn Bhd and Anand Foundation as the Silver Sponsors. McMillan Woods Global is a global network or association of independent local and regional firms of recognised qualified accountants and professional advisors.

The organisation aims at providing members and their clients with the capability of furnishing a broader spectrum of accounting, auditing, advisory and management services at a cutting-edge cost-effective basis. ■

McMILLAN WOODS GLOBAL AWARDS 2023 AWARD RECIPIENTS McM RISING STARS Most Inspiring Tech Entrepreneur of the Year Calvin Lui Kwok Po Binery Ltd Exemplary Animal Husbandry of the Year Eric Lau Pet Mover HK Limited Most Promising Asia Pacific Female Actress of the Year Gine Lin Siu Kiu Most Promising Fashion Icon of the Year Alvin Chong 1st Malaysian Affordable Housing Provider In The USA Joy Cheng The American Group Emerging Young Entrepreneur of the Year Calvinn Tay Calla Batik Sdn Bhd Most Vibrant Young-People-Powered Network of the Year Nelson Liew Teck Hoe (President) Business Networking Club Malaysia Exemplary TCM Health Icon of the Year Prof. Dr. Sky Sin ERGOSKY Sdn Bhd Young Achiever Entrepreneur of the Year Nayaka Shodiq Saputra PT Rajawali Mulya Nusantara The Bespoke Tailor of the Year Guruvinder Singh Pinky Tailor McM MASTERS Strategic Advisory & Leadership Excellence GV Corporate Advisory Sdn Bhd Online FX Brokerage Excellence Joao Monteiro 4XCUBE Limited

Innovative Automated IT Solutions Excellence Dr. Jeft Lee POS2U Sdn Bhd Digital Financial Transformation Excellence Aniljit Singh Juara Partners Sdn Bhd Most Inspiring Entrepreneurial Buddies Excellence Simon Chin & Leron Yee Duricious Sdn Bhd High-Quality Smartphone Technology Excellence Mike Xu Miao Vivo Malaysia Inspiring Innovative Hospitality Excellence Cristian Nannucci Parkroyal Collection Kuala Lumpur Revolutionary Therapeutic Technology Excellence Terence Chang Kai Ren GINTELL Rest N Go Sdn Bhd Digital Education & Training Transformation Excellence Adrian Ang Bells Institute Of Higher Learning Restaurant Trailblazer Excellence Nevinn Leow Shue Min Souper Tang Restaurant Group Pioneer in Business Consultancy Excellence Dato’ Hoo Voon Him VCI Global Limited Education Transformation & Leadership Excellence Manish Gidwani LSAF Global Pte Ltd Serial F&B Franchise Leadership Excellence Tan Kai Young Woodpeckers Group Sdn Bhd Property Investment & Management Excellence Vincent Nee Aik Chiang Vince Group Sdn Bhd

Quality Precious Commodities Excellence Mohamed Ikram Afaldeen Domico Gems Sdn Bhd Music in Medicine Excellence Dr. Julian Lee Zhi Yang McM ICONS Dynamic Woman Entrepreneur of the Year Amber Chia Amber Aspire Sdn Bhd Visionary Entrepreneurial Buddies of the Year Thong Teik Hoo & Victor Lim Yee Hing Ishin Japanese Dining Sdn Bhd Woman Visionary Persona of the Year Rungrat Siriarchariyakul Nutrition Gel Co. Ltd Financial Extraordinaire of the Year Dr. Choo Koon Lip Skylight Group Visionary Dynamic Entrepreneur of the Year Dato’ Goh Cheh Yak GINTELL (M) Sdn Bhd Asia Pacific Excellent Female Actress of the Year Wiyona Yeung CSR Visionary Leader of the Year Dato’ Dr. Lai Kim Teng Sphere Corporation Sdn Bhd Lifetime Achievement Award Outstanding Entrepreneurship of the Year Dato’ Seri Chew Weng Khak Pensonic Holdings Berhad Lifetime Achievement Award Extraordinary Leadership of the Year Dato’ Sri Dr. Shamir K. Nandy Lifetime Achievement Award Global CSR Visionary Leader of the Year Georgina Hope Rinehart Hancock Prospecting Pty Ltd

Malaysia Retailer Vol 11 No 1

Market Info

Report: Malaysian Retailers are Adaptable to Evolving Consumer Patterns Malaysian shoppers have high expectations from flexible payment options to exciting loyalty rewards. The Malaysian retail industry, known for its openness to embracing technology, is primed for unified commerce, according to a report.

alaysian consumers are among the world’s most discerning shoppers, having high expectations of personalised shopping experiences from their favourite retailers, according to The Adyen Malaysia Retail Report 2023. These expectations include having multiple options for payment, with 55% of shoppers saying that they will abandon their purchases if their preferred payment method is not available. Loyalty rewards are also a major sticking point for consumers, with 68% of them feeling that existing loyalty programmes offered by retailers are lackluster, and 83% hoping for better rewards programmes for their continued loyalty. Malaysian retailers, meanwhile, are feeling the weight of these expectations, with nearly half (49%) finding it hard to maintain customer loyalty amid the current business landscape. The majority (53%) of retailers also say they struggle to provide such personalised services as they find it difficult to categorise customers by their needs and preferences. To conduct the report, Adyen commissioned Opinium LLP to poll 36,000 consumers and Censuswide to poll 12,000 businesses globally, including 1,000 consumers and 505 businesses in Malaysia.

CONSUMER HABITS EVOLVE WITH OMNICHANNEL PAYMENTS

Malaysian consumers also value the convenience of technologies like mobile point of sales and self-checkout kiosks, with 44% saying these technologies made their shopping experience more fun. Among these technologies, mobile apps are favoured by 56% of consumers, followed by omnichannel shopping (40%) and self-checkouts (39%). This desire for flexibility is also reflected in how Malaysians are choosing to pay. While cash remains king for in-store purchases (79%), followed by debit or credit cards (66%), Malaysians also show a growing inclination towards alternative payment methods such as digital wallets (32%) and QR codes (24%). For online purchases, customers’ top preferred payment methods are debit or credit cards (62%), digital wallets (47%), and QR codes (20%).

Of the markets surveyed, Malaysian consumers were the most likely to value the ability to effortlessly navigate between in-store and online shopping. Two thirds (66%) of consumers surveyed say they are more loyal to retailers that offer the flexibility to begin purchases instore and complete them online. Additionally, 70% prefer retailers that allow online purchases with the convenience of in-store returns.

Given this diversity in consumer preferences, the Malaysian retail industry is primed for unified commerce, where backend systems and customer-facing channels — from payment data to customer communications — are synced on a single platform. Consolidating cross-channel data all in one place, unified commerce offers retailers the

Malaysia Retailer Vol 11 No 1

Lee Soon Yean, Adyen Country Manager, Malaysia.

UNIFIED COMMERCE

chance to glean deeper insights on their customers and, in turn, provide more personalised shopping experiences. Although only 1 in 10 (12%) Malaysian merchants have already invested in unified commerce so far, current adoption rates belie merchants’ future intent. In the past year alone, 35% have begun investing in unified commerce, with an additional 46% considering doing so. Furthermore, nearly half of the merchants surveyed (49%) are planning to invest in connecting backend systems with customerfacing channels — a staggering 88% increase from 2022. “The Malaysian retail industry has shown to be adaptable to evolving consumer patterns, and this has been no small feat considering the high expectations of Malaysian shoppers for seamless and omnichannel shopping experiences,” said Soon Yean Lee, Adyen Country Manager. “Given local retailers’ openness to embracing technology as a growth driver, we are optimistic that more businesses in Malaysia will capitalise on these findings to meet the demand for more personalised services.”

PROMISING OPPORTUNITIES In spite of ongoing concerns over inflation and rising costs of living, Malaysian businesses are optimistic about the growth. Nine in 10 retailers anticipate revenue growth in 2023 compared with the previous year, with 40% expecting at least a twofold increase in business revenue. To reach a global audience market, Malaysian retailers are keen on expanding their business abroad. They are particularly interested in neighbouring markets such as Singapore (50%), Indonesia (47%), and Thailand (41%). Additionally, retailers show interest in mature and emerging markets in the Asia-Pacific region, including Australia (29%), Japan (27%) and China (25%). This eagerness to explore international markets demonstrates their ambition to broaden their reach and capitalise on opportunities beyond Malaysian borders. While investing in digital channels, retailers recognise the brand value of brick-and-mortar stores, with 81% believing that stores will evolve to become more experiential to better engage consumers. These findings

correspond with consumer sentiment as well — 56% of Malaysian consumers are more inclined to shop in-person if retailers provide interesting experiences at their physical stores.

FRAUD PREVENTION As cybercrime incidents dominated local news headlines over the past year, Malaysian consumers are understandably wary of online fraud — 84% believe that the risk of fraud makes online shopping less attractive. Additionally, almost 3 in 10 (29%) Malaysian consumers fell victim to online fraud in 2022, losing an average of RM673. While Malaysian retailers (69%) are largely confident that their fraud prevention systems are effective, 36% still experienced losses due to fraud or chargebacks last year. Additionally, 30% reported experiencing cyberattacks and data leaks. To this end, Malaysian retailers continue in making fraud prevention a business priority. At present, nearly 6 in 10 (58%) businesses are already deploying artificial intelligence to prevent fraudulent transactions, and more than half (55%) of retailers are planning to expand their fraud and risk teams in 2023. ■ Malaysia Retailer Vol 11 No 1

Market Info

Village Grocer Opens 27th Outlet at Hartamas Shopping Centre Shoppers can look forward to quality local and imported produce, grocery and bakery products and a florist. The presence of the supermarket will only serve to elevate the shopping experience at the neighbourhood shopping centre.

remium supermarket Village Grocer opened its 27th outlet at Hartamas Shopping Centre, a community place conveniently located in the heart of the Sri Hartamas neighbourhood, a place to shop, dine and unwind with the variety of shops available. The opening of 26,000 sq ft Village Grocer adds convenience to the community of Sri Hartamas with a wide range of high-quality groceries, pleasant shopping experience and friendly services. “We are proud to open our supermarket at this iconic shopping centre. We are confident we can provide wholesome offerings to discerning customers here,” said Group Executive Director of The Food Purveyor Ivan Tan.

CONVENIENCE In line with the Village Grocer’s brand value, which is Passion to Delight, this latest addition was masterfully executed to enhance shoppers’ experience by providing convenient grocery shopping paired with a selection of the freshest produce, namely highquality meats, top range seafood, an extensive array of local and international grocery products, in-house bakery café and florist. Village Grocer offers wide selections of organic and local vegetables arriving daily from Cameron Highlands as well as fruits and vegetables air-flown Malaysia Retailer Vol 11 No 1

Village Grocer Hartamas Shopping Centre Opening Ceremony. From left: Ong Thiam Lai (Director of TFP Retail), Ong Chee Chong (Chief Merchandising Officer of The Food Purveyor), Dato’ Kevin Woo (MD of Malaysia Land Properties Sdn Bhd), Ivan Tan (Group Executive Director of The Food Purveyor), Dato’ Sri Nicholas Bloy (Co-Managing Partner of Navis Capital Partners), Kok Kian Kee (CEO of The Food Purveyor), Jessica Ong (Chief Operation Officer of Village Grocer), Khor Geik Mei (Chief Finance and Administration Officer of The Food Purveyor).

from Australia, the US, Japan, Korea and New Zealand to ensure their freshness is well maintained. The protein section offers an extensive range of premium quality Australian beef and New Zealand lamb cuts, including wagyu burger patties and marinated ready-to-cook meat. The seafood section offers varieties of fresh local fish and airflown salmon.

HEALTH FIRST Village Grocer stocks over 2,400 products in the dietary and health category consisting of organic, superfoods, gluten-free, sugar-free and dairy-free including frozen vegan and vegetarian products. Also available are a variety of imported snacks and confectionaries from

New Zealand, Australia, the UK, Belgium, Japan and Korea. Woolworths, a renowned brand from Australia, and Waitrose & Partners, from the UK, has partnered with Village Grocer to provide their brand of products in Kuala Lumpur. Woolworths, made to Australian standards, feature products free from artificial colouring, flavours and preservatives. There are over 200 of Woolworths products available at the Village Grocer. “Our pantry essentials are sourced locally and internationally. We want to give our customers the experience of an extra burst of flavour in their dishes and to pamper themselves with our latest food offerings from gourmet snacks

31 to delicious sweets, we’ve got all their cravings covered,” said The Food Purveyor CEO Kok Kian Kee.

WARM WELCOME Notably, the Hartamas Shopping Centre extended a warm welcome to the supermarket at its grand opening. A welcoming note from the management of the shopping centre read: “With their arrival, our mall becomes even more vibrant, offering a delightful shopping experience for all our valued visitors. We look forward to a fruitful partnership and to witnessing the countless smiles that will grace our halls. Welcome, Village Grocer!” On the occasion of the official opening, Village Grocer Hartamas Shopping Centre offered exciting rewards, extended discounts, RM10 discounts with minimum of RM100 purchased and goodie bags.

ONLY THE BEST The Food Purveyor was established in 2017, but with a heritage dating back to 1997. The company currently operates five supermarket brands, namely Village Grocer, Ben’s Independent Grocer (B.I.G.), BSC Fine Foods, Leisure Grocer, Pasaraya OTK and an e-commerce platform called Bites Shop. Each brand provides distinct grocery offerings, appealing to different segments of Malaysia’s

customer demographic. As its name suggests, The Food Purveyor aims to be the leading name in offering a wide range of grocery and food products ranging from fresh produce and popular brands to rare delicacies. The company takes pride in curating and selecting the best food products sourced from around the world for its customers to enjoy. Currently, The Food Purveyor manages over 37 stores in Penang, the Klang Valley and Johor Baharu. ■

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Market Info

Sunway Pyramid Shakes Things Up with Bold Transformation Unveiling the Grand Revamp: Jaya Grocer Joins the Party as Anchor Tenant! race yourselves, shopaholics, because Sunway Pyramid is about to embark on a dazzling transformation that will breathe new life into the iconic Egyptian-inspired mall! With its enhancement initiative in full swing, get ready to witness a revamped shopping experience that perfectly blends the past with the present. Stepping into its 25th silver jubilee anniversary, Sunway Pyramid is showing no signs of slowing down. Having undergone expansions and refurbishments in the past, the mall has proved its dedication to innovation and improvement, providing a haven for shoppers of all ages. Now, with a vision to embrace the essence of modern retail, Sunway Pyramid is embarking on a grand 300,000 sq ft enhancement journey set to be completed by Q4 2024. As part of this transformation, the mall bade farewell to its previous anchor tenant AEON, paving the way for a new era. And who better to take the reins than the homegrown brand Jaya Grocer! Come Q4 2024, Jaya Grocer will stand tall

Malaysia Retailer Vol 11 No 1

as the mall’s anchor tenant, ready to cater to your grocery and fresh food needs. But here’s the icing on the cake – a sneak peek awaits shoppers, as a pop-up version of Jaya Grocer will grace the mall in Q4 of 2023, ensuring you can still stock up on essentials during the enhancement phase. But wait, there’s more! Sunway Pyramid is going all out to keep you entertained and engaged throughout the enhancement process. Alongside Jaya Grocer, prepare to be wowed by the introduction of flagship stores and specialty brands, adding a touch of glamour and charm to the enhanced area. Not a dull moment in sight as creative popup stores, thrilling events, and captivating experiences are set to grace the mall, making every visit an adventure. Jason Chin, the enthusiastic General Manager of Sunway Pyramid, shared his excitement for this new chapter. “Sunway Pyramid has been an integral part of the community, creating countless cherished memories for our shoppers over the past 25 years. With this enhancement,

we’re embracing the future while preserving our unique heritage. Our goal is to provide a modern, vibrant, and seamless shopping experience, while also making a positive impact on the community by creating new job opportunities and delivering exceptional value to our loyal shoppers,” he remarked. So, there you have it – Sunway Pyramid’s enhancement initiative is about to turn the retail landscape on its head! With the charismatic Jaya Grocer on board and a host of surprises in store, the mall promises an exciting journey for all. Embrace the change, dive into the fun, and get ready for a shopping adventure like no other. ■

Market Info

Enhance Your ZCITY Experience with Jojo to Transform Your Rewards Journey iscover a new level of convenience and delight with ZCITY’s latest innovation, Jojo, the AI Robot System. ZCITY, which is powered by the Nasdaq-listed Treasure Global Inc. (NASDAQ: TGL), continues to redefine how you experience rewards and convenience.

INTRODUCING JOJO: YOUR AI ASSISTANT

ZCITY: WHERE CONVENIENCE MEETS REWARDS Experience a digital ecosystem that transforms the way you pay and earn rewards. ZCITY makes e-payments easier, unlocks exclusive rewards, and provides a variety of innovative solutions for both consumers and merchants. ZCITY enhances your shopping experience while collecting valuable data, from cashless transactions to instant rebates.

Imagine having a personal AI assistant that understands your preferences better than anyone else. Jojo does just that! With the synergy of artificial intelligence and cuttingedge data analysis, Jojo curates tailored merchant suggestions, exclusive deals, and engaging campaigns, all designed to match your unique taste.

MEET JOJO CHATBOT, YOUR HOUSEKEEPING ASSISTANT ZCITY engagement has never been easier. Jojo Chatbot is your go-to for any help you need within the app. Whether it’s app-related questions, customer support, or burning questions, Jojo Chatbot responds with unrivaled precision and speed, making your ZCITY journey even more seamless. Malaysia Retailer Vol 11 No 1

THE POWER OF AI FOR PERSONALIZATION Jojo not only recommends, but also anticipates your preferences. Jojo, which is integrated and powered by TGL’s data analysis engine, ensures that every interaction is tailored to your preferences and dislikes. ZCITY’s

AI technology improves your experience with everything from essential spending to online shopping.

A VISION OF INNOVATION In today’s fast-paced world, CEO Sam Teo emphasizes the importance of innovation and personalization. Jojo exemplifies ZCITY’s dedication to providing an exceptional reward experience backed by advanced AI capabilities. ZCITY stands out in the market with Jojo, setting new standards for AI-driven e-commerce solutions. ■

Discover the future of rewards and convenience with Jojo and ZCITY. Elevate your experience today! For more information, visit: https://zcity.io/Home

ALL-IN-ONE F&B digital platform with automated business solution and management system

TAZTE innovates the online food ordering system & revolutionizing the F&B industry.

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Engage over 2.5 million users through in-app push notifications, EDM & vouchers.

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TAZTE is not only providing the ESSENTIALS, but also providing the UNIQUENESS that others DON’T!

Repackage your food menu with a more efficient & attractive design.

Boost your marketing efforts with subsidized campaigns & a team of customer conversion experts.

Onboard as a TAZTE merchant with zero risk.

Market Info

WOWNations Empowers Malaysians with Smart Solutions Committed to financial inclusion, sustainability and innovation, WOWNations aims to shape Malaysia’s digital future and contribute to the nation’s economic growth.

intech platform WOWNations, officially launched on August 28, offers a wide range of digital financial services to empower individuals and businesses in their digitalisation journey. Datuk Sunny Tan, Group Managing Director of WOW Fintech, said WOWNations aims to revolutionise the financial landscape in Malaysia, aligning with the government’s vision to transform the nation into a digital hub by 2030. “The Malaysian government’s emphasis on digital transformation has driven a surge in the adoption of digital technologies and fintech solutions. The digitalisation journey of Malaysia has been accelerated, with a significant increase in digital transactions, e-Commerce activities and mobile financial services,” he said. “This platform offers a comprehensive suite of digital financial services that empowers individuals and businesses with smart financial solutions,” he said.

COMPREHENSIVE The grand launch event highlighted the four components of WOWNations, which are designed to cater to the diverse needs of Malaysians in the digital era. These are WOWCitizen, WOWPreneur, WOWMerchant and WOWPartner. WOWCitizen empowers players in the gig economy and provides opportunities for additional income through online businesses. WOWPreneur, meanwhile, nurtures Malaysia Retailer Vol 11 No 1

entrepreneurship and supports aspiring business owners with resources, educational materials and funding opportunities. WOWMerchant empowers merchants to embrace digitalisation and thrive in the online marketplace with secure and convenient payment solutions, and WOWPartner establishes strategic alliances and partnerships with industry associations, corporate entities and government bodies to enhance offerings and foster collaboration within the financial ecosystem.

ESG FOCUS The launch also showcased WOWNations’ commitment to sustainability and social responsibility as an ESG company. With a strong focus on environmental conservation, community outreach and ethical

governance, WOWNations aims to create a positive impact on society and the environment. Among others, WOWNations will enhance its ESG efforts by exploring renewable energy options, opting for energy-efficient technologies, explore cloud-based solutions and optimising data centres to improve energy efficiency. The company also aims to improve the financial well-being across all segments of society by providing accessible and valuable financial education. Where governance and transparency are concerned, the company will uphold strict data security measures and protect customer information as it adheres to global data protection regulations. It will also implement robust anticorruption policies and procedures to safeguard against corruption and unethical practices.

COMMITMENT Guest of honour Tan Sri Datuk Panglima Dr Goh Tian Chuan, President of Huazong or the Federation of Chinese Associations, in his keynote address, emphasised the government’s support for WOWNations’ initiatives and its role in driving economic growth and digital transformation in Malaysia. “I am delighted to learn that WOWNations is committed to being an ESG company, showcasing their dedication to sustainability, social responsibility, and ethical conduct – elements that are aligned with the principles of Malaysia Madani,” he said. “The core values of keMampanan (Sustainability), kesejAhteraan (Prosperity), Daya cipta (Innovation), hormAt (Respect), keyakiNan (Trust), and Ihsan (Compassion) embody the essence of Malaysia Madani, reflecting the platform’s commitment to creating a positive impact on society and the environment. “As we embark on this transformative journey towards a digitalised Malaysia, I am inspired by WOWNations’ vision, innovation and commitment to shaping our nation’s digital future guided. “Your contributions to financial

inclusion, economic growth and the gig economy are commendable, and I have full confidence that WOWNations will play a pivotal role in accelerating Malaysia’s digital transformation.”

COLLABORATION In her speech, Gan Pai Li, Group Chief Consumer Banking Officer of Alliance Bank said the collaboration between bank and WOW Fintech spoke of a shared vision of providing solutions to Malaysians with a safer and more secure option for digital transactions. “At Alliance Bank, our continuous emphasis on digital transformation enables us to provide personalised solutions in an omni-channel approach to meet customers’ diverse banking needs,” she said. For example, the country’s first in-app Visa Virtual Credit Card with Dynamic Card Number feature, launched by Alliance Bank in April, was conceived with customers’ needs and changing lifestyle in mind. “Now, we are broadening the access to the Alliance Bank Visa Virtual Credit Card via the WOWNations mobile app. This adds another avenue for customers to use the bank’s innovative solution

for seamless and secure digital transactions, and earn loyalty points at the same time,” she explained. “The partnership between Alliance Bank and WOW Fintech reflects our commitment to our customers, helping to enable us to provide a solution that elevates the overall customer banking experience, particularly in digital transactions. “This new accessibility widens our list of customercentric digital propositions such as the bank’s Branch-in-a-Tablet, alliancemobile app and e-KYC which offer customers more options and flexibility to perform their banking activities.” The event also featured presentations by key executives from WOWNations, providing insights into the platform’s innovative features and how it is empowering Malaysians in their financial journey. It also saw the attendance of prominent figures from the financial industry, government officials, key stakeholders and media representatives, providing an opportunity to engage in meaningful discussions and foster collaborations within the fintech sector. ■ Malaysia Retailer Vol 11 No 1