Retail News CRM

Author: Mei Ling Tan

  • Mastercard Appoints Fintech Veteran Minsook Cho as New Singapore Country Manager

    Mastercard Appoints Fintech Veteran Minsook Cho as New Singapore Country Manager

    Mastercard, the globally renowned credit card company, has named Minsook Cho as its new country manager for Singapore. Cho, an industry veteran with more than two decades of experience, will hold the key responsibility of determining and implementing the company’s strategic direction and overseeing business operations in the market.

    Cho’s Role at Mastercard

    As part of her role, Cho will also work closely with regional and global clients based in the city-state. Additionally, she will support a range of cross-market and strategic initiatives.

    Cho’s expertise spans across various sectors, including payments, fintech, analytics, and consulting. She has been part of the Mastercard team since 2013 and has held the position of senior vice president, advisors client services, Asia Pacific. In this role, she directed consulting, analytics, test & learn, and managed services across several markets such as Japan, Korea, China, Australia, New Zealand, and Southeast Asia.

    Prior to her time at Mastercard, Cho served in senior leadership roles across APAC at companies like Foodpanda and Lazada.

    Mastercard’s Expectations from Cho

    Speaking about this appointment, Safdar Khan, Mastercard’s Southeast Asia division president, expressed his confidence in Cho’s abilities. He highlighted her extensive experience in Data and Services, including enhancing business performance, elevating consumer experiences, and enabling innovation. Khan believes that Cho’s deep market understanding will be vital in strengthening intelligence, security, and interoperability across Singapore’s payments ecosystem.

    Questions & Answers

    Who has Mastercard appointed as its new country manager for Singapore?
    Mastercard has appointed Minsook Cho as its new country manager for Singapore.

    What will Cho’s role at Mastercard entail?
    Cho will be responsible for the strategic direction and business operations of Mastercard in Singapore. She will also collaborate with regional and global clients based in the city-state and support cross-market and strategic initiatives.

    What is Cho’s previous experience?
    Cho has over 20 years of experience in payments, fintech, analytics, and consulting. She has been with Mastercard since 2013, previously serving in multiple leadership roles. Prior to Mastercard, she held senior APAC leadership roles at Foodpanda and Lazada.

  • Panpuri Unveils ‘Teahouse of Scent’ Flagship in Macau: A Fusion of Traditions and Modern Fragrance Experience

    Panpuri Unveils ‘Teahouse of Scent’ Flagship in Macau: A Fusion of Traditions and Modern Fragrance Experience

    Panpuri, a wellness brand from Thailand, has made a significant stride in its broader expansion plan across Greater China with the inauguration of its premier flagship boutique in Macau.

    The Teahouse of Scent: A Unique Boutique Concept

    The newly established Panpuri Sensorial Boutique, nestled within the heart of The Venetian Macau, takes its design inspiration from the concept of ‘The Teahouse of Scent’. This motif is deeply rooted in Macau’s rich cultural heritage and its long-standing tradition of tea drinking. The store is an imaginative ode to Casa de Cha Long Wa, the last of Macau’s authentic Chinese teahouses, transforming timeless tea rituals into an immersive modern fragrance experience.

    A Reflection of Macau’s Heritage and Panpuri’s Vision

    Commenting on the launch, Vorravit Siripak, Founder and CEO of Panpuri, shared his belief that Macau holds a crucial role in the brand’s regional expansion. The city’s rich history of cultural exchange and craftsmanship resonates with Panpuri’s commitment to promoting holistic well-being. The first-of-its-kind flagship boutique, according to Siripak, is more than just a retail destination. It aims to be a sanctuary that mirrors Macau’s unique heritage and introduces Panpuri’s distinctive approach to fragrance and wellness to the wider community in Greater China.

    Inspired Interior and Signature Scent

    The boutique’s interior is a synergy of misty blue walls, oxidised green metal details, and dark walnut finishes, reminiscent of the design of traditional teahouses. At the core of the store is the ‘Oolong Ritual’, a unique scent inspired by traditional tea ceremonies. This signature fragrance enhances the in-store experience, transforming the tea ritual into a contemporary sensory journey.

    Panpuri made its first global venture in 2024 by opening a flagship store at K11 Musea in Hong Kong. This boutique, however, followed a distinct concept called ‘The Perfumist’s Chamber’, which elegantly fused Thai culture with the dynamic energy of Hong Kong.

    Questions & Answers

    What is the concept behind the new Panpuri Sensorial Boutique store in Macau?
    The Panpuri Sensorial Boutique in Macau is designed with the concept of ‘The Teahouse of Scent’, which is inspired by Macau’s rich cultural heritage and long tradition of tea drinking.

    How does the interior of the new Panpuri boutique reflect the brand’s vision?
    The interior of the boutique features misty blue walls, oxidised green metal details, and dark walnut finishes, reminiscent of the design of traditional teahouses. At the heart of the store is the ‘Oolong Ritual’, a signature scent inspired by traditional tea ceremonies, which speaks to the brand’s focus on holistic well-being through sensory experiences.

    What was Panpuri’s first international location?
    Panpuri’s first international venture was a flagship store at K11 Musea in Hong Kong, which opened in 2024.

  • Amazon Boosts Indian Market Presence: Cuts Reseller Referral Fees to Propel Small Business Growth

    Amazon Boosts Indian Market Presence: Cuts Reseller Referral Fees to Propel Small Business Growth

    In a bid to strengthen its foothold in India’s highly competitive e-commerce sector, Amazon recently announced that it will cease to charge sellers referral fees for products priced under 1,000 rupees, or US$10.98. This decision, revealed by the company on Monday, is part of an ongoing initiative to attract a broader range of merchants to its online marketplace.

    Enhancing the ‘Zero-Referral Fee’ Policy

    Amazon is building upon its ‘zero-referral fee’ policy that was introduced last year. Initially, this policy was applicable only to about 12 million products that were priced below 300 rupees. However, the implementation of this policy led to a remarkable 50% increase in the number of new sellers joining Amazon’s platform in India.

    A referral fee is essentially a commission that sellers have to pay to Amazon for each product sold through its platform. The newly extended policy, which came into effect on March 16, now applies to more than 125 million products.

    Along with this, Amazon has also announced a reduction in certain shipping charges, making it even more cost-effective for sellers to use their platform.

    Amit Nanda, the director of Selling Partner Services for Amazon India, stated that this move was aimed at “making selling on Amazon more lucrative and simpler, particularly for small businesses and entrepreneurs in tier-2 and tier-3 cities.”

    Amazon’s Crucial Market: India

    India has become an increasingly important market for Amazon due to its expanding base of internet users, which has significantly fueled e-commerce growth in the world’s most populous country.

    However, the e-commerce giant faces stiff competition not just from Walmart-backed Flipkart and the retail division of Mukesh Ambani’s Reliance Industries, but also from quick-commerce platforms such as Eternal’s Blinkit and Swiggy’s Instamart, which have been rapidly gaining market share.

    Amazon revealed plans in December to invest more than $35 billion in India by 2030. The investment will not only be used to expand its AI infrastructure, but also to enhance retail logistics and boost small-business growth.

    Questions & Answers

    What does Amazon’s new decision entail?
    Amazon has decided to stop charging sellers in India referral fees for products priced under 1,000 rupees. It has also reduced certain shipping charges.

    What is the goal behind Amazon’s decision?
    This decision is aimed at attracting more merchants to Amazon’s online marketplace in India, making the platform more lucrative and simpler, especially for small businesses and entrepreneurs in tier-2 and tier-3 cities.

    How does Amazon plan on investing in India’s e-commerce sector?
    Amazon has revealed plans to invest more than $35 billion in India by 2030. The funds will be used to expand its AI infrastructure, improve retail logistics, and boost the growth of small businesses.

  • Hong Kong’s Bonjour Holdings Navigates Stormy Retail Waters: Half-Year Losses Amid Shift in Consumer Behavior

    Hong Kong’s Bonjour Holdings Navigates Stormy Retail Waters: Half-Year Losses Amid Shift in Consumer Behavior

    Hong Kong-based financial behemoth, Bonjour Holdings, has reported a slump in its earnings attributed to what the corporation describes as a “complicated” retail atmosphere.

    Financial Figures

    Bonjour Holdings reported a loss of HK$68.8 million (US$8.8 million) for the half-year ending December 31, 2025. This figure represents a better performance than the same period in 2024 when the company reported a loss of $134.4 million ($17.2 million).

    Bonjour Holdings’ expansive portfolio includes over 20,000 products from brands such as Suisse Reborn, Yumei, Dr. Schafter, and Dr. Bauer.

    The firm’s retail, wholesale, lifestyle, healthcare, and beauty sector recorded a half-year turnover of HK$6.7 million, while technology sales contributed an additional HK$5.5 million. The gross profit for both sectors stood at HK$2.8 million. However, both year-on-year revenue and gross profit witnessed a steep decline of 50.4 per cent and 84.6 per cent, respectively.

    Complex Retail Environment

    In its earnings report statement, Bonjour Holdings stated that the latter half of 2025 presented a complex retail landscape in Hong Kong. Despite the overall inflation rate remaining relatively low at around 1.2 per cent during this period, consumer spending habits reflected cautiousness due to ongoing economic uncertainties.

    The company also highlighted that fluctuations in the property market significantly affected its customers’ disposable income.

    Tourism and Consumer Behavior

    Bonjour Holdings noted that tourism was on a slow path to recovery, with an increase in visitor arrivals. However, the spending habits of these visitors shifted towards experiential consumption, moving away from the traditional luxury retail. Mainland Chinese tourists, albeit returning in larger volumes, showed more selective purchasing habits compared to their pre-pandemic patterns.

    Questions & Answers

    What was Bonjour Holdings’ reported loss for the six months ending December 31, 2025?
    The company reported a loss of HK$68.8 million (US$8.8 million).

    What is the overall impact on Bonjour Holdings due to the current retail environment?
    The complicated retail environment, coupled with economic uncertainties and shifts in the property market, have led to a significant decrease in the company’s earnings.

    How has the spending behavior of tourists, specifically mainland Chinese, changed post-pandemic?
    While the number of mainland Chinese tourists has increased, their purchasing behavior has become more selective compared to pre-pandemic patterns, with a notable shift towards experiential consumption rather than traditional luxury retail.

  • Bluebell Group Ushers in New Era: Appoints Philippe Guettat as CEO in Key Leadership Revamp

    Bluebell Group Ushers in New Era: Appoints Philippe Guettat as CEO in Key Leadership Revamp

    The Bluebell Group recently announced the confirmation of Philippe Guettat as its permanent group president and CEO. This decision is part of an extensive leadership overhaul aimed at bolstering harmonization throughout its Asian operations.

    Guettat, who previously served in the role temporarily, received the official nod from the board after demonstrating a period of strategic focus and operational discipline. Chairman of the board, Laurent de Rougemont, expressed admiration for the distinct clarity and strategic discipline Guettat brought to the group during his temporary tenure.

    Rougemont said, “His dedication to operational excellence and delivering value for our stakeholders solidifies him as the ideal choice to guide the group into its next phase of success.”

    Leadership Update

    As part of the leadership transformation, Bluebell has elevated the roles of people and culture to the executive level. The company has appointed Ivan Zenovic as the new Chief People and Communications Officer. Zenovic, who will report directly to Guettat, will be in charge of talent processes and striving to standardize retail excellence across various markets.

    Rougemont added, “We move forward with a reinforced leadership structure and a straightforward goal: to ensure Bluebell remains the top sophisticated, high-performance home to the world’s most iconic brands.”

    Bluebell, a privately-owned company established in 1954, operates in vital markets throughout the Asia-Pacific region. It manages over 170 international brands through approximately 650 sales outlets, in addition to e-commerce and travel retail channels.

    Questions & Answers

    What is Philippe Guettat’s new role at Bluebell?
    Philippe Guettat has been confirmed as the permanent group president and CEO of Bluebell Group.

    What are the responsibilities of Ivan Zenovic, the new Chief People and Communications Officer?
    Ivan Zenovic will oversee talent processes and work to standardize retail excellence across various markets.

    What is the main goal of Bluebell following this leadership reshuffle?
    The main goal is to ensure Bluebell remains the top sophisticated, high-performance home to the world’s most iconic brands.

  • Robust Growth for Luckin Coffee Driven by Strategic Network Expansion and New Store Openings

    Robust Growth for Luckin Coffee Driven by Strategic Network Expansion and New Store Openings

    Luckin Coffee, a reputable coffee chain, has disclosed another quarter of impressive double-digit revenue growth. This growth is mainly attributed to the company’s strategic focus on expanding its reach across various regions.

    Growth Metrics

    In the fourth quarter, which concluded on December 31, the company’s net revenues climbed by 32.9 per cent, reaching RMB12.7 billion (US$1.8 billion). The primary driver of this growth was the net opening of 1834 new stores, of which 1792 are in China, 13 in Singapore, 25 in Malaysia, and four in the United States. By the end of the quarter, the total count of stores stood at 31,048. This includes 20,234 company-operated stores and 10,814 locations in partnership.

    The same-store sales of company-operated outlets grew by 1.2 per cent. This presents a significant improvement from the 3.4 per cent decrease experienced in the same period last year.

    During the quarter, the Gross Merchandise Value (GMV) witnessed a 32.8 per cent rise. Concurrently, the average number of monthly transacting customers surged by 26.5 per cent.

    Financial Performance

    However, the GAAP operating income demonstrated an 18 per cent fall, amounting to RMB821.4 million. Additionally, the net income decreased by 39 per cent to RMB518.2 million.

    For the entire year, the net revenues escalated by 43 per cent, reaching RMB49.2 billion. This increase was accompanied by the opening of 8708 net new stores. The net income demonstrated a 22 per cent rise, standing at RMB3.6 billion.

    Leadership Insights

    Jinyi Guo, the co-founder and CEO of Luckin Coffee, offered insights into the company’s performance. Guo highlighted the strength of the company’s execution focused on scale, which enabled it to achieve robust growth amidst fluctuating market dynamics.

    Guo stated, “We concluded the year on a strong note, achieving the milestone of our 30,000th store and expanding our cumulative transacting customer base to over 450 million.”

    He further noted that the company’s increased scale strengthened its market leadership and boosted its capability to harness the structural tailwinds of China’s coffee market.

    Questions & Answers

    What contributed to Luckin Coffee’s impressive growth in the fourth quarter?
    The company’s significant growth was primarily driven by the net opening of 1834 new stores across various regions.

    How did the company’s financial performance fare in this period?
    Despite the impressive revenue growth, Luckin Coffee saw a decrease in GAAP operating income by 18 per cent and net income by 39 per cent.

    What does the company’s expansion signify?
    The expansion of Luckin Coffee’s scale has fortified its market leadership and equipped it to tap into the structural tailwinds of China’s coffee market effectively.

  • Protein-Packed Crunch: Doritos Breaks into US Protein Snack Market with New High-Protein Chips

    Protein-Packed Crunch: Doritos Breaks into US Protein Snack Market with New High-Protein Chips

    Doritos, a widely recognized brand, has recently ventured into the protein snack sector in the U.S., launching a high-protein tortilla-style chip. The company’s foray into the functional snack market is part of a broader initiative, with other subsidiaries of parent company PepsiCo, such as SmartFood, SunChips, Pepsi, Poppi, and Quaker, introducing products rich in protein, fiber, and prebiotic ingredients.

    The Protein-Rich Snack

    Each one-ounce serving of Doritos Protein offers 10 grams of protein, with a single-serve pack providing a substantial 17 grams of protein. The protein source in the chips is casein, a dairy-based protein. Consumers can find these chips in popular flavors such as Nacho Cheese and Sweet & Tangy BBQ.

    Jess Spaulding, the VP of Marketing at PepsiCo Foods US, spoke about the company’s intent behind the product. She explained that while incorporating the functional benefit of added protein, they were committed to maintaining the distinctive taste and texture that Doritos is known for.

    Availability and Future Plans

    Doritos Protein is currently sold in two sizes, 7oz and 12.75oz. As the year progresses, the company plans to introduce the product in more formats and sizes.

    Questions & Answers

    What is the protein source used in Doritos Protein?
    The source of protein used in Doritos Protein is casein, a protein derived from dairy.

    What flavors are Doritos Protein available in?
    Doritos Protein is available in two flavors: Nacho Cheese and Sweet & Tangy BBQ.

    How much protein does a single serving of Doritos Protein provide?
    Each one-ounce serving of Doritos Protein contains 10 grams of protein, with a single-serve pack offering 17 grams.

  • Coles’ Profit Dips Amid Ongoing ACCC Pricing Case and Regulatory Disputes

    Coles’ Profit Dips Amid Ongoing ACCC Pricing Case and Regulatory Disputes

    Despite seeing growth in its supermarket division, leading grocery retailer, Coles, has experienced a significant fall in profits, largely due to what has been referred to as the “case of the century”, instigated by the Australian Competition and Consumer Commission (ACCC).

    Profit Decline Amidst Supermarket Growth

    Coles’ after-tax profit for the first half of this financial year saw an 11.3% decline. This happened in spite of a considerable expansion in the company’s supermarket division, where sales, gross margin and earnings before interest and tax (EBIT) all increased. The phenomenal $23.1 billion in revenue from grocery stores contributed to 90 per cent of Coles’ total revenue for the period.

    Liquor Sales Dwindle

    On the contrary to the supermarket division, Coles’ liquor sales witnessed a “subdued” period, according to the company. The segment experienced a 3.2 per cent fall in revenue along with a significant 37 per cent plunge in EBIT.

    Regulatory Disputes Affecting Profits

    Coles’ after-tax profits were substantially impacted by provisions from regulatory disputes. One such dispute involved allegations of the company not adhering to the general retail industry award (GRIA) guidelines in terms of staff remuneration. The Fair Work Ombudsman passed a judgment on this matter on September 5 of the previous year.

    This case, heard in the Federal Court of Australia, along with subsequent settlements, resulted in a staggering $235 million cost to Coles. The company also warned of the “risk” of further payments. The dispute involved 15,011 staff members and led Coles to pay $31 million in remuneration to employees following an internal review.

    Ongoing ACCC Dispute

    In addition to past disputes, Coles is currently faced with an ongoing disagreement with the ACCC. The dispute involves the supermarket’s longstanding “Down Down” promotion which has not yet been resolved.

    Despite the ACCC’s allegations of misleading customers with its discount promotion, Coles maintains its innocence. The company stated that “at least” 245 products are being reviewed, and the financial impact of any outcome remains uncertain.

    Questions & Answers

    What was Coles’ primary source of revenue in the first half of this financial year?
    The primary source of Coles’ revenue was its supermarket division, which contributed to 90% of the company’s total revenue.

    How have regulatory disputes affected Coles’ profits?
    Regulatory disputes have significantly impacted Coles’ after-tax profits. One such dispute resulted in a $235 million cost to the company with the risk of further payments.

    What is the ongoing dispute between Coles and the ACCC about?
    The ongoing dispute between Coles and the ACCC is regarding the supermarket’s longstanding “Down Down” promotion. The ACCC alleges Coles misled customers with this discount promotion, a claim which Coles denies.

  • On Pioneers Rapid Shoe Production with Robot-Powered Factory Launch in South Korea

    On Pioneers Rapid Shoe Production with Robot-Powered Factory Launch in South Korea

    On Running, a sportswear brand, has recently launched an automated factory in Busan, South Korea where robots are used to manufacture running shoes. The company expresses its intent to establish more such factories in the United States and Europe to accelerate its production and delivery timelines.

    Embracing Nearshoring

    Due to rising tariffs, supply chain disruptions, and geopolitical risks, several retailers and brands are considering ‘nearshoring’. This involves shifting the manufacturing process closer to the final consumer. On Running aims to expedite shoe production, decrease its environmental footprint, and bring manufacturing closer to its main markets by embracing automation. This approach contrasts with the traditional footwear manufacturing model, which typically involves shipping finished products from factories in Southeast Asia and China to customers in the US and Europe.

    Caspar Coppetti, co-founder of On, believes that automation and nearshoring are the way forward. He cites the increasing speed to market, sustainability efforts, and the growing scarcity of regions with cheap labor as reasons to pursue this direction. At present, On sources 90% of its shoes from third-party manufacturers in Vietnam and the remaining 10% from Indonesia, as per their most recent annual report.

    Automated Manufacturing Expansion

    On Running first revealed its LightSpray marathon running shoe at the 2024 Paris Olympics. This innovative shoe is created by robot arms spraying material onto a mold to generate a sock-like upper. The company’s factory in Busan, equipped with 32 robots, marks a significant expansion from its initial automated factory in Zurich, which only has four robots and commenced production in July of the previous year.

    This new factory can manufacture approximately 1,000 pairs of shoes daily. The spray-on method simplifies the traditional upper manufacturing process, reducing a complex 200-step procedure across multiple factories to a single automated operation.

    On Running, established in Switzerland in 2010, plans to develop robot factories in the US in a bid to mitigate its tariff expenses. Steep tariffs introduced by the US on sportswear manufacturing hubs such as Vietnam and China have escalated costs and affected the industry significantly over the past year. The recent Supreme Court ruling against tariffs has added further uncertainty for retailers and importers.

    Competing with Industry Giants

    In the intense competition to produce the fastest marathon shoe, not just for elite athletes but also for amateur runners eager to beat their personal bests, On Running has promoted the LightSpray as a game-changer due to its light weight. Hellen Obiri, an On-sponsored athlete, wore the LightSpray when she triumphed in the New York Marathon last November.

    Questions & Answers

    What is the importance of ‘nearshoring’ for On Running?
    Nearshoring allows the company to speed up its manufacturing process, reduce its environmental impact, and bring production closer to its main markets.

    What is the LightSpray marathon running shoe?
    The LightSpray is an innovative shoe made with a robot arm spraying material onto a mold to create a sock-like upper. It is lauded for its light weight.

    Where are On Running’s automated factories located?
    On Running currently has automated factories in Busan, South Korea and Zurich, Switzerland. They plan to establish more such factories in the United States and Europe.

  • Dior Unveils Largest Southeast Asia Outlet In Bangkok: A New Era Of Luxury Retail Experience

    Dior Unveils Largest Southeast Asia Outlet In Bangkok: A New Era Of Luxury Retail Experience

    Dior Beauty has unveiled its most expansive outlet in Southeast Asia, located in the Siam Takashimaya section of Bangkok’s IconSiam center. This move marks a strategic expansion in one of the most significant luxury consumer markets in the region.

    The latest Dior store exemplifies the firm’s innovative global retail strategy. It offers a curated selection of fragrances, makeup, and skincare products, all under one roof. The focus is on delivering a tailored and immersive retail experience for the brand’s discerning customers.

    A standout feature of the boutique is the private VVIC Lounge, a space meticulously designed for personalized beauty consultations. Additionally, beauty enthusiasts can indulge in Dior La Suite, an exclusive room offering bespoke facials using the brand’s cutting-edge skincare technology.

    Fragrances play a pivotal role in the store’s unique ambiance. The exquisite La Collection Privee Christian Dior is showcased in a distinct area, shaped in collaboration with the celebrated perfume creation director, Francis Kurkdjian. The boutique offers a host of customization services, such as refillable Amphora bottles and engraving.

    The boutique’s makeup area features top-tier products crafted under the guidance of Peter Philips, the creative and image director for Dior Makeup. This includes popular items like Rouge Dior and Dior Forever. Moreover, skincare ranges like Dior Prestige, Dior Capture, and L’Or de Vie are displayed with innovative digital diagnostic tools that help customers select suitable products.

    Since the dawn of the Year of the Horse, IconSiam has seen a rise in its luxury portfolio with several upscale brand debuts. One such example is Moncler, which opened its first company-owned store in Thailand at the IconSiam retail complex.

    Questions & Answers

    What is the standout feature of the new Dior Beauty boutique?
    The standout feature is the private VVIC Lounge, a space designed for personalized beauty consultations.

    What are some of the personalization services offered at the boutique?
    The boutique offers a host of personalization services such as refillable Amphora bottles and engraving.

    What are some of the featured product ranges at the store?
    The store features popular makeup items like Rouge Dior and Dior Forever as well as skincare ranges like Dior Prestige, Dior Capture, and L’Or de Vie.

  • Marks & Spencer Reinforces Commitment to Philippines: New Franchise Partner on the Horizon

    Marks & Spencer Reinforces Commitment to Philippines: New Franchise Partner on the Horizon

    British retailer Marks & Spencer (M&S) has reassured its commitment to the Philippine market, despite the termination of its long-standing franchise agreement with SSI Group. This comes in response to speculations that the retailer was planning to withdraw from the country after over three decades of operation.

    M&S’s New Strategy

    The retailer’s continued stay is a part of a redefined strategy to accommodate a new local franchise partner, aimed at broadening its regional growth. M&S is focused on enhancing its global reputation by delivering quality products and services to customers worldwide, including the Philippines.

    A spokesperson from M&S reaffirms the company’s commitment by stating, “Our objective is to build a trusted global brand by bringing the best of M&S to customers around the world. We remain committed to the Philippines and the growth opportunity in the region.”

    This change follows more than two decades of partnership with the SSI Group. M&S decided to switch to a new franchise partner to buttress its ambitious growth plans in the region and announced the contract with SSI would conclude in May. The company expressed its gratitude to SSI for their years of collaboration.

    Upcoming Plans

    While M&S has not revealed details regarding the new partner or future plans for stores, it has promised that further announcements will be made in due time.

    M&S has been operating in the Philippines since the late 1980s, initially under the Rustan’s Group of Companies, which SSI Group acquired last year.

    SSI disclosed in a February 25 Facebook post that it would cease operations of M&S stores in the country, with May 2 earmarked as the last day of trading.

    Dubai-based Al-Futtaim Group, which manages the M&S franchise in Hong Kong and Singapore, also distributes footwear brands such as Reebok, Rockport, and Umbro in the Philippines through a subsidiary.

    Questions & Answers

    Why is M&S ending its contract with SSI Group in the Philippines? M&S is ending its 20-year contract with SSI Group as part of its regional growth strategy, which includes transitioning to a new local franchise partner.

    Who will be the new franchise partner for M&S in the Philippines? M&S has not disclosed details about its new franchise partner but has assured that announcements will be made in due course.

    What is M&S’s future plan for its business in the Philippines? While M&S has not detailed its future plans, it has affirmed its commitment to the Philippine market as part of its broader regional growth strategy.

  • Revolutionizing Retail: How WhatsApp and Conversational AI are Transforming Your Shopping Experience

    Revolutionizing Retail: How WhatsApp and Conversational AI are Transforming Your Shopping Experience

    The shift towards Conversational Artificial Intelligence (AI) is transforming the retail landscape, with AI-powered customer experiences emerging as the new standard, particularly within the realm of daily use messaging apps. This trend signals a departure from the previously flashy, novelty bots to a more meaningful, user-centered approach.

    Transition from Broadcasting to Dialogue

    For the past ten years, retailers have primarily focused on optimizing websites, apps, and mass emails – platforms that were primarily designed for broadcasting messages rather than fostering interactions. Burton Chau, CEO and Co-founder of Sanuker, contends that such platforms are now out of sync with how individuals typically utilize their smartphones. While websites, apps, and email blasts continue to play an essential role, they tend to be more transactional. Messaging platforms, which consumers frequently use daily, present an opportunity for high user interaction, high intent, and measurable customer journeys, particularly when supplemented with AI, automation, and data.

    This shift marks a significant realignment of the tech stack. Retailers are increasingly focusing on meeting consumers within their preferred platforms, such as WhatsApp, Messenger, and Instagram, and threading marketing, service, and commerce into a single chat thread. AI agents are employed within these threads to manage discovery, frequently asked questions (FAQs), lead qualification, and first-line service, with human staff handling more complex tasks.

    WhatsApp as the New Retail Hub

    Sanuker operates across various messaging platforms, but WhatsApp has emerged as the anchor for conversational retail in markets like Hong Kong, Malaysia, Singapore, India, and Indonesia. Chau attributes this to the app’s ubiquity and the quality controls established by Meta. A key selling point is that WhatsApp supports the entire retail journey, from pre-sales inquiries to recommendations, purchasing, post-sales follow-ups, and customer support.

    Using Sanuker’s technology, retailers can integrate the conversation with e-commerce platforms, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) systems, providing real-time updates on inventory, pricing, and order status. As a result, the customer experience becomes less like a campaign and more like a continuous relationship.

    Personalization with a Contextual Memory

    While many retailers claim to offer personalization, Chau identifies a clear distinction between basic tweaks and what he terms “CRM-connected personalization.” He asserts that an AI agent achieves true personalization when it uses real-time customer data to provide accurate responses and promote outcomes. This includes access to purchase history, interests, and behaviors. The ability to update the backend with new events when orders or inquiries are made within the chat creates a closed loop that makes conversational AI economically attractive.

    Automation: The Future of the First-line Concierge

    Sanuker foresees a future where AI agents serve as the first-line digital concierge on messaging platforms. Chau believes that AI agents could replace human agents in customer service roles by 2026, not by eliminating human roles, but by taking on repetitive questions and escalating only when necessary.

    Achieving this requires a seamless integration of technologies. Sanuker’s platform, alongside tools like N8N and Dify, enable retailers to quickly and efficiently connect messaging with e-commerce, CRM, and ERP systems, and integrate AI models from OpenAI, Azure, Gemini, or DeepSeek.

    Guardrails, Not Gimmicks

    Despite the promise of conversational AI, it also brings potential risks, including spammy bots that undermine trust and invite regulatory scrutiny. Chau emphasizes the need for robust governance and compliance measures, and highlights the importance of designing explicit handover routes to human agents to ensure that customers never feel trapped in an automated loop.

    In his vision, the most successful retailers in 2026 will not be those that replace staff with bots, but those that utilize conversational AI to enhance human interactions, making them rarer, richer, and more consequential.

    Questions & Answers

    What is the role of messaging platforms in the shift towards conversational AI?
    Messaging platforms, such as WhatsApp, Messenger, and Instagram, are pivotal to the shift towards conversational AI as they provide the daily-use platform that allows for high user interaction, high intent, and measurable customer journeys.

    How does Sanuker’s technology enhance the customer experience on WhatsApp?
    Sanuker’s technology integrates WhatsApp conversations with e-commerce platforms, CRM, and ERP systems, providing real-time updates on inventory, pricing, and order status. This makes the customer experience more personalized and relationship-based.

    How does Sanuker envision the future of conversational AI in retail?
    Sanuker envisages a future where AI agents serve as the first-line digital concierge on messaging platforms. These AI agents would handle repetitive questions, escalating only when necessary, thereby enhancing the efficiency of the customer service process.

  • Coupang’s Q4 Revenue Takes a Hit Following Major Data Breach: Analysts’ Insight and Predictions

    Coupang’s Q4 Revenue Takes a Hit Following Major Data Breach: Analysts’ Insight and Predictions

    E-commerce behemoth, Coupang, endured a significant blow following a data breach in South Korea, leading to a loss in its fourth quarter. The company’s profits plummeted and its revenue failed to meet analyst predictions, reflecting the extensive impact of the breach.

    Financial Impact

    Coupang Korea, responsible for over 90% of the group’s total revenue, experienced severe backlash after a data breach was revealed in November. This breach impacted nearly 34 million customers. The revenue for the company for the time frame of October-December was reported at $8.8 billion, falling short of the anticipated $8.9 billion. The fourth quarter saw Coupang spiral into a $26 million loss, compared to a profit in the same period the previous year, although its New York-listed shares did see a 1.9% increase.

    CFO Gaurav Anand spoke out in an earnings call, indicating that active customers in their product commerce sector increased by 8% from the previous year to 24.6 million in the fourth quarter. However, this was a reduction from the third quarter’s 24.7 million, a change likely due to the data breach.

    Anand stated that they have observed stabilization since Q4’s end, with numerous customers reactivating their accounts and customer growth trends improving. Despite this, he expressed that growth and profitability are expected to remain subdued in the coming months due to the ongoing consequences of the data breach, but he anticipates that this impact will gradually diminish over the year.

    Details of the Data Breach

    The data breach led to the exposure of users’ names, phone numbers, and shipping addresses. However, Coupang confirmed that login credentials and payment details remained secure. The company pledged to take all necessary steps to mitigate future damage and strengthen preventative measures to avoid another breach.

    The interim head of Coupang’s South Korean division, Harold Rogers, assured customers that the company has not found any misuse of customer data linked to the incident or evidence of any further harm. Rogers explained that the breach was the result of a targeted attack by a former employee who exploited their knowledge of Coupang’s systems.

    Despite these claims, South Korea’s Science Ministry attributed the breach not to a sophisticated cyberattack, but to management failures at Coupang. In the wake of the incident, competitor platforms have capitalized on Coupang’s struggles, enticing customers away from the platform.

    Regulatory Challenges

    Additionally, Coupang is contending with proposed regulatory changes that could intensify competition in ultra-fast overnight deliveries, a sector that has been crucial to its market leadership. In a separate incident, South Korea’s antitrust regulator imposed a 2.2 billion won (US$1.53 million) fine on Coupang for pressuring vendors to reduce prices and carry extra costs to meet profit targets and delaying payments to suppliers. This penalty is not directly related to the data breach.

    Questions & Answers

    What steps is Coupang taking post-data breach?
    Coupang pledges to take all necessary measures to mitigate further harm and strengthen safety measures to avoid recurrence of such breaches.

    What caused the data breach at Coupang?
    The breach was attributed to a targeted attack from a former employee who exploited inside knowledge of Coupang’s systems.

    How has the data breach impacted Coupang’s financial standing?
    As a result of the data breach, Coupang’s revenue fell below predicted values, and the company reported a loss of $26 million for the fourth quarter.

  • Singapore’s Fertility Freefall: Record Low Rate Triggers Alarm for Aging Nation

    Singapore’s Fertility Freefall: Record Low Rate Triggers Alarm for Aging Nation

    The total fertility rate (TFR) of Singapore residents hit a new low of 0.87 in 2025, according to preliminary statistics. This downward trend, coupled with a rapidly aging population, is causing concern about how it will impact Singapore’s societal and economic structure.

    Deputy Prime Minister Gan Kim Yong expressed his concerns on February 26, stating that the unprecedented fall in birth rates could lead to a reduction in Singapore’s citizen population by the early 2040s if there are no new interventions.

    There has been a noticeable drop in marriage rates. Furthermore, those who do get married are having fewer children or none at all. These factors culminated in approximately 27,500 resident births in 2025, the smallest recorded number in Singapore’s history.

    The Deputy Prime Minister also pointed out that the growth of the citizen population, even taking immigration into account, was only 0.7% in 2025, a rate that has been slowing down over the past decade.

    He emphasized that the aging of Singapore’s population is accelerating at a rapid pace. In 2025, one out of every five citizens was aged 65 or older, an increase from one in eight in 2015.

    Questions & Answers

    What is the current total fertility rate (TFR) of Singapore residents?
    The total fertility rate (TFR) of Singapore residents has hit a new low of 0.87 in 2025 according to preliminary statistics.

    What are the consequences of the falling birth rates as mentioned by Deputy Prime Minister Gan Kim Yong?
    The Deputy Prime Minister expressed concerns that the unprecedented fall in birth rates could lead to a reduction in Singapore’s citizen population by the early 2040s if no new interventions are introduced.

    What are the current trends regarding marriage and childbirth in Singapore?
    There has been a drop in marriage rates in Singapore. Additionally, those who do get married are having fewer or no children at all, leading to a record low number of resident births in 2025.

  • Indonesian Vape Retailers Implement 21+ Policy to Curb Youth Smoking Rates: A Step Toward Healthier Choices

    Indonesian Vape Retailers Implement 21+ Policy to Curb Youth Smoking Rates: A Step Toward Healthier Choices

    The Association of Indonesian Vape Retailers (Arvindo) has issued a directive to all its member stores to cease the sale of e-cigarettes to individuals under the age of 21. The Association has mandated that retailers display signage indicating the age restriction and confirm the age of customers using valid identification.

    The Chairman of Arvindo, Fachmi Kurnia, stated that this move aligns with governmental attempts to restrict access to vaping amongst the youth. This sentiment is shared by the Tar and Smoke Free Movement (Gebrak), which advocates for the usage of alternative tobacco products to be limited to adult smokers only.

    Additionally, Arvindo has encouraged policymakers to incorporate science-based regulations into their considerations and recognize the potential of vaping to reduce harm. This suggestion was supported by a 2025 study from the JAMA Network, which found that e-cigarettes were the leading tool for smoking cessation in England.

    On the other hand, Garindra Kartasasmita, Chairman of Gebrak, emphasized that e-cigarette retailers need to take a more proactive role in informing customers about the health risks associated with smoke and tar. He also urged retailers to provide comprehensive information about alternative products.

    These developments come at a time when Indonesia is grappling with persistently high smoking rates. According to government data, there are an estimated 70 million active smokers in the country, a significant portion of which are youths.

    Data from a global youth survey further revealed an increase in the smoking prevalence amongst students aged 13-15, from 18.3% in 2016 to 19.2% in 2019. The survey also indicated high smoking rates amongst those aged 15-19.

    Questions & Answers

    What directive has Arvindo issued to its member stores?
    Arvindo has asked all its member stores to stop selling e-cigarettes to customers under 21, display 21+ signage, and verify the customers’ age with valid identification.

    What is Arvindo asking of policymakers?
    Arvindo is urging policymakers to adopt science-based regulation and to consider the potential of vaping as a harm reduction strategy.

    What has been the trend in smoking prevalence among young people in Indonesia?
    According to a global youth survey, smoking prevalence among students aged 13-15 in Indonesia increased from 18.3% in 2016 to 19.2% in 2019, with the highest rates seen among those aged 15-19.