The times are changing faster than ever - technologically, demographically, socially, and economically. In the ongoing quest for relevance, it is imperative that businesses and leaders observe the changes, understand the shifts and respond to the trends.

Social researcher and trends analyst, Mark McCrindle understands these rapidly changing times better than most. As the owner of social research business McCrindle Research, Mr McCrindle investigates social trends, how communities think, influences on society, and how populations or communities can be better engaged.

This month, he will be sharing his knowledge with APP2020 delegates and advising them on how to better engage with their customers, teams and communities.

Mr McCrindle’s session will provide an overview of consumer macro segments and emerging micro segments, and how community pharmacies can analyse and track new consumer cohorts.

“We’re more culturally diverse than ever,” Mr McCrindle said. “That means the customer is more nuanced than ever. One size doesn’t fit all.”

“And of course, we’re living longer than ever. So there’s quite a longevity boom, which means we’ll have a wide range of customers, but more older customers, looking for health remedies.”

 “All those demographic trends we see in data directly impact on who walks into the pharmacy and how we engage with and bring the best to them.”

As well as being a social researcher, Mr McCrindle is a TEDx Speaker and a member of the Advisory Council for Medicines Australia.

His session ‘Understanding and engaging with the ever changing customer’ will be held during APP2020 on Friday, 20 March at 11.00am.

For more details about this and other sessions, visit the APP2020 website at APP takes place from 19-22 March at the Gold Coast Convention & Exhibition Centre.

03 MAR 2020

Understanding and engaging with the ever-changing customer







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132 Leichhardt St, Spring Hill QLD 4000

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Important information: APP Postponed

Friday 13 March 2020

APP2020 Postponed
Organisers of the Australian Pharmacy Professional Conference (APP) today announced that the 2020 event, scheduled to commence on Wednesday 18 March, will be postponed.

APP Chairman Kos Sclavos AM said the difficult decision was made based on a number of health and safety concerns. With over 6000 people due at APP, our number one priority is the health and safety of our community pharmacy workforce given they continue to be on the front line of the Nation’s response to Coronavirus.

“The ongoing disruption caused by the Coronavirus (COVID-19) pandemic has resulted in global company travel restriction policies which are impacting upon speakers and the trade exhibition. In addition, the recently announced cases of Coronavirus on the Gold Coast, and the need to preserve the health and wellbeing of our frontline pharmacy workforce has resulted in the postponement of APP2020.

“The APP organising committee, The Pharmacy Guild of Australia and the Gold Coast Convention Centre have relied on expert health advice and information from state and federal health Departments and public health warnings. As recently as yesterday, the Committee received briefings from both the State and Commonwealth Governments and are acting in accordance with their general advice.

“APP has a large footprint, not only within the community pharmacy sector, but throughout the entire Gold Coast community. The health and safety of delegates, speakers, sponsors, exhibitors, conference centre staff, suppliers and the general public is of the utmost importance for us.

“We understand the impact this decision will have on the community pharmacy sector and the local Gold Coast economy. After hosting the event for the last 30 years, it saddens us deeply to take this action.

“The encouragement and dedication of our sponsors and exhibitors has delivered a proud history of APP and we thank all our supporters for their vision, commitment and dedication to the community pharmacy sector,” Kos said.

Kos added that a reduced program, called APP Online, is currently being developed for registered delegates to view streamed content and recorded sessions, online.

“While we work to confirm new dates for APP, ‘APP Online’ will offer as many of the APP face-to-face sessions, in a digital format, as possible.

“This means that delegates will still be able to hear the latest industry, business and clinical updates and record the CPD credits that they would have gained at APP.

“I would like to take the opportunity to apologise for any inconvenience caused to delegates, speakers sponsors, conference staff and exhibitors and welcome everyone to participate in ‘APP Online’,” Kos said.

A full program for ‘APP Online’ will be made available soon via

Given the significant costs incurred in preparing the event and the costs incurred by delegates, sponsors and exhibitors a partial rebate will be put in place and communicated to delegates, sponsors and exhibitors as soon as possible. While no obligation exists, the partial rebates are a clear sign of good faith by The Guild in Queensland and the APP Committee. We value our relationships and ongoing support before financial considerations. Given that COVID-19 is a communicable disease, no insurance claim is possible for the event.

Following public health notices and Governmental advice, conferences scheduled for later in the year are being actively reviewed. Once again, we thank all our supporters and apologises for the inconvenience.

Media enquiries: Caroline Wallace 0400 092 697

Important information: APP Online

With the postponement of APP2020 due to Coronavirus (COVID-19) pandemic, we are currently working on a revised program which will be livestreamed to delegates from Thursday to Saturday. Sessions will also be recorded and made available on the online session recordings for CPD purposes.

The revised program will be made available at lunchtime on Wednesday, 18 March.