24-26 March 2009, London ExCEL Centre

Passenger Terminal Expo 2009 was held March 24-26, 2009 in London, promoted as the biggest international airport terminal conference and exhibition in Europe. It expected to attract over 3,500 attendees from airports, airlines, aviation authorities and related businesses.

Airports continue to struggle to increase customer retail spend. They are increasingly dependent on retail as one potential  upside non-aeronautical revenue stream. As passengers have increased, the percent spent by them has remained constant. New retail methodologies have long been used to exploit customer knowledge gained through existing retail infrastructures. The result has been dramatic increases in revenues based around three key customer process elements: Segmentation Analysis, Retail Offer Creation/Management and Customer Dialogue. If harnessed effectively, these new retail methodologies can provide unparalleled customer insight with the payoff of increased airport customer retail spending.

The presentation will discuss new retail methodologies and industry future trends. Airports can utilize these to "create a single customer view” from the many airport “touch points”. By deploying appropriately 3 key processes, the airports can exploit customer insight and knowledge, thereby creating opportunities to serve customers better and create more ‘buying’ windows - thereby ensuring increased airport retail spending.