Vol13.No.2 Malaysia Retailer Rymnet

RETAIL I FRANCHISE

MRCA

33 Years Of Retail Excellence: Industry Leaders Gathered To Celebrate

Bryan Un Sze Hau, Chief Executive Officer of Rymnet

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

Datuk Dr. Ken Phua

BENTLEY MUSIC SDN BHD

IMMEDIATE PAST PRESIDENT

Dato’ Sharan Jethanand Valiram VALIRAM HOLDINGS SDN BHD

DEPUTY PRESIDENT

Dato’ Liew Bin

BRILLIANT MERCHANDISING SDN BHD

VICE PRESIDENTS

Dr. Afendi Dahlan

DR GROUP HOLDINGS SDN BHD

Dato’ Vincent Choo Kok Leong

URBAN IDEA SDN BHD

Valerie Choo Yoke Shiem SIMPLY AWESOME SDN BHD

Dato’ Winnie Lim Yoke Chin SOLUTION RISK CONSULTANTS SDN BHD

SECRETARY GENERAL

Michael Liew Fong Tzer MARRYBROWN SDN BHD

DEPUTY SECRETARY GENERAL

Terry Tay Eng Yeou GOLDENHOME INTERIOR SDN BHD

TREASURER GENERAL

Aiveen Wong Choy Ching

CHIN SWEE FOOD SDN BHD

DEPUTY TREASURER GENERAL

Christine Tan Gaik Lin

CT F&B HOLDINGS SDN BHD

COUNCIL MEMBERS

Jit Singh A/L Santok Singh IRONHORSE ASIA SDN BHD

Nevinn Leow Shue Min SOUPER TANG GROUP 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

Alex Ooi Eng Keong

THE FAMOUS AMOS CHOCOLATE CHIP COOKIE CORPORATION (M) SDN BHD

Steven Pui Eng Kuann Ting

SUPERSAVE MULTI TRADING SDN BHD

Patrick Sim Chee Hong

SECRET RECIPE CAKES & CAFÉ SDN BHD

Brian Tham Jee Ping WATATIME (M) SDN BHD

Cassandra Chan Yi Rong

SH RETAIL ACADEMY SDN BHD

Edison Choon King Han

POH KONG HOLDINGS BERHAD

Henry Low Low Kar Onn SPECTRUM OUTDOOR MARKETING SDN

BHD

TRUSTEES OF MRCA FOUNDATION

Dato’ Tay Sim Kim FOUNDATION FOUNDER CHAIRMAN GOLDENHOME INTERIOR SDN BHD

Dato’ Liaw Choon Liang, JP FOCUS POINT SDN BHD

Dato’ Eddie Choon

POH KONG HOLDINGS BERHAD

Datuk Albert Chiang

BONIA CORPORATION BERHAD

Datuk Lee Hwa Cheng

PLATFORM MANAGEMENT SOLUTIONS SDN BHD

Datuk Seri Nelson Kwok T. T., JP HONORARY CONSUL OF THE REPUBLIC OF MOZAMBIQUE TO MALAYSIA

NELSON’S FRANCHISE SDN BHD

Datuk Seri Garry Chua

ROTOL FOOD-CHAIN (M) SDN BHD

Shirley Tay Bee Koo PHIPURE SDN BHD

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 Dr. Raymond Liew Lee Leong

MCMILLAN WOODS

Datin Yap Shin Siang

YYC GST CONSULTANTS SDN BHD

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Publisher/CEO V.S. Ganesan

Senior Editor V. Sharmila

Editor Khor Hui Min

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President’sMessage

Dear Members,

As we usher in the final stretch of 2025, this commemorative issue of Retailer arrives at a truly meaningful moment for our Association.

This year marks the 33rd anniversary of the Malaysia Retail Chain Association (MRCA) – a milestone that invites celebration, reflection, and renewed commitment. For more than three decades, MRCA has stood as a collective force that unites, empowers, and elevates retailers across the nation. Looking back on our shared journey fills me with pride, and strengthens my resolve to continue building on the legacy entrusted to us.

To me, MRCA has always been more than an association. It is a family of entrepreneurs and leaders bound by a common purpose: to uplift Malaysia’s retail industry with integrity, innovation, and collaboration.

My time as President has only reinforced this belief. Throughout the past year, I have witnessed how our collective strength enables us to achieve what none of us could accomplish alone.

Through advocacy, knowledge-sharing, talent development, and global engagement, MRCA continues to be the true voice of retailers.

This anniversary issue offers a particularly special highlight – a 15-page chronicle of MRCA’s journey, tracing our evolution from a modest association in 1992 to a dynamic organisation shaping Malaysia’s retail ecosystem today.

Featuring our milestones and heartfelt reflections from past presidents, this feature reminds us of the visionaries whose leadership built the foundation upon which we now stand.

At the same time, I am proud to share several transformative initiatives undertaken during my tenure.

A key focus has been the transformation of the MRCA Academy. Recognising the growing need for future-ready skills, we made a concerted effort to reposition the Academy into a fully-fledged division that works closely with institutions of higher learning such as INTI International University, Sunway University, Malaysia University of Science and Technology (MUST), and London Examination Board, as well as government partners like Pernas.

These collaborations allow us to design workshops, upskilling programmes and industry-led courses specially tailored for our members.

During my term, strengthening access to funding and grants has also been a priority. We have worked tirelessly to bridge members with grant opportunities and support mechanisms that can help companies navigate training costs and adopt new technologies.

This effort reflects my core belief that MRCA must not only connect members to knowledge – but also to the resources that make real transformation possible.

In line with this, we intensified our trade missions and technology-focused learning expeditions. These missions – including visits to our patron U Mobile, Huawei, Tencent, Alibaba, and Lark Technologies –allowed us to study cutting-edge advancements in AI-driven analytics, digital tools, and technological innovation that support data-driven decision-making for retailers.

We have also deepened our partnerships with key technology leaders such as Microsoft and Xilnex, jointly exploring solutions to ease rising business costs through automation and intelligent retail systems.

Advocacy remains central to our work. In recent months, the rising cost of doing business –compounded by the expansion of SST and broader fiscal adjustments by the government – has been a significant concern for many.

In response, I convened working task committees and united multiple retail and SME associations to present a strong, unified voice. On behalf of MRCA, I personally led engagements and dialogues with

the Ministry of Finance and relevant authorities to articulate the real challenges faced by retailers and to push for fair, balanced policy considerations.

These efforts reflect the essence of our theme: Reunite, Voice and Triumph for Retailers.

Another important milestone during this term is the acquisition of the new MRCA Building at Icon City, Petaling Jaya, developed by Mah Sing Group. This strategic investment, supported by our President’s Advisor, Tan Sri Leong Hoy Kum, marks a major step forward in securing a permanent home for the Association.

When completed, this building will house our expanded Academy, offer larger facilities for events, and provide a dedicated space where members can gather, collaborate, and build relationships – a true home for our community.

I would also like to express my sincere appreciation to our Council Members for their unwavering support, dedication and collective wisdom. Their commitment has been instrumental in strengthening our initiatives and ensuring that the Association continues to progress with unity and purpose.

You help me add up the triumphant stories of the tenure that I have championed and to re-energise and re-innovate my mission while keeping abreast with MRCA’s Vision and Mission.

In this anniversary issue, we also celebrate the success of the 8th Edition of Franchise Expo Malaysia (FEM), a flagship event that strengthens our role as a connector between local brands and global opportunities.

Alongside this, we honour our pioneer members, whose courage and entrepreneurial spirit have laid the foundation for MRCA’s growth. Their stories remind us that unity, resilience, and vision have always defined our Association.

As we look ahead, MRCA will continue advancing its role as a connector, knowledge leader, and advocate for the industry. Our focus will remain on fostering collaboration, championing digitalisation and ESG practices, and nurturing future generations of retail leaders.

The goals remain clear: future-ready talent, a strong ecosystem, and a vibrant, globally competitive retail industry. As we celebrate 33 years, my message to our members and stakeholders is simple yet profound: we are stronger together.

Let us continue to unite as one community, amplify our collective voice, and triumph by embracing change with courage and purpose.

Thank you for your trust, partnership, and unwavering support. May this anniversary inspire us to reach new heights as we continue building a vibrant, inclusive, and world-class future for Malaysian retail.

Have a good read.

Reunite,Voice and Triumph for Retailers

BRINGING PEOPLE TOGETHER: HOW RYMNET IS REDEFINING RETAIL SUCCESS THROUGH EMPLOYEE ENGAGEMENT

In retail, everything moves fast. ompetition is relentless. Customers are more informed and demanding than ever. Sales targets reset daily, margins remain tight, and pressure is constant. And talent? It often comes and goes faster than shelves can be restocked.

CYet despite rapid advancements in retail technology—automation, analytics, omnichannel strategies— many retailers continue to overlook one of their most critical assets: their people. Frontline employees are the face of every brand, the drivers of customer experience, and the invisible force behind repeat business. When they disengage, the consequences ripple quietly but powerfully through the organisation.

Rymnet, a Malaysian technology company deeply entrenched in the retail and F&B industry, has witnessed this reality first-hand. With more than a decade of experience supporting over 150 retail chains across Malaysia, Rymnet

understands the operational realities of high-volume, multioutlet, shift-based businesses— and the hidden costs of employee disengagement.

This insight led to the creation of E-Engage, Malaysia’s first fully customisable, mobile-first employee engagement platform, purposebuilt for frontline retail and service teams.

“A lot of retailers don’t see turnover as a hidden sales killer,” said Bryan Un Sze Hau, Chief Executive Officer of Rymnet.

“When experienced staff leave, knowledge walks out the door. Service consistency drops, team morale is affected, and sales potential is lost—often without management realising the true impact.”

THE RETAIL REALITY: WHEN PEOPLE PROBLEMS BECOME BUSINESS PROBLEMS

Retailers often track performance through numbers—sales per square foot, conversion rates, basket size,

inventory turnover. But what is harder to track, and often ignored, is how employees feel at the end of a long shift.

Rymnet observed a recurring pattern across retailers of all sizes. Problems at the frontline—burnout, frustration, lack of motivation— were rarely invisible. They were simply noticed too late. By the time head office saw declining sales, inconsistent service, or negative customer feedback, the root causes had already escalated.

“Retail is a people-driven business,” Bryan explained. “And people don’t disengage once a year—they disengage gradually, day by day.”

Traditional engagement tools, such as annual surveys or quarterly reviews, simply do not work in fast-moving retail environments. Frontline sentiment can change daily, even hourly, depending on staffing levels, customer flow, leadership support, and recognition.

At the same time, the workforce

Employee engagement has long been viewed as a “soft” concept—important, but difficult to quantify. Rymnet challenged that assumption by building E-Engage around the belief that engagement should be measurable, operational, and actionable.

– Bryan Un Sze Hau, Chief Executive Officer of Rymnet

itself has changed. Generation Z now forms a significant portion of the retail labour force. They value instant feedback, recognition, transparency, and purpose. Loyalty is no longer driven by tenure alone—it is shaped by daily experience.

E-Engage was designed to meet this new reality.

FROM A “SOFT” CONCEPT TO MEASURABLE INTELLIGENCE

Employee engagement has long been viewed as a “soft” concept— important, but difficult to quantify. Rymnet challenged that assumption by building E-Engage around the belief that engagement should be measurable, operational, and actionable.

At the heart of the platform are five core pillars that turn daily employee interactions into real-time business intelligence.

FEELING THE PULSE OF THE FRONTLINE

Retail leaders cannot realistically speak to every employee, at every outlet, every day. But with Pulse Surveys, they no longer need to.

Short, lightweight surveys are prompted at clock-out, capturing employee sentiment while experiences are still fresh. Managers can instantly assess the mood of any outlet in seconds.

If sales at Branch A begin to decline, a quick pulse check can reveal whether the issue stems from low morale, lack of training, insufficient staffing, or operational stress—before it shows up in performance reports.

“This is real feedback, in real time,” Bryan said. “Instead of guessing, leaders can see exactly what’s happening on the ground and respond immediately.”

Over time, these insights can be correlated with outlet performance, creating a powerful analytics tool powered directly by frontline employees.

MOTIVATION MADE SIMPLE

Recognition remains one of the most powerful—and most neglected— drivers of employee motivation in retail.

Many organisations focus heavily on financial incentives while overlooking the impact of simple appreciation. For younger employees especially, recognition matters just as much as monetary rewards.

E-Engage makes recognition effortless. With just a few taps, managers can send personalised compliments, points, or digital rewards that acknowledge effort and achievement in real time.

“People want to feel seen,”

Bryan noted. “When employees feel appreciated, they serve customers better. And better service always leads to stronger results.”

GOAL ALIGNMENT AND MEANINGFUL MILESTONES

Great retail teams do not just work— they work towards something.

E-Engage allows managers to set clear missions and milestones that connect daily tasks to broader business goals. Employees understand not just what they are doing, but why it matters.

Every achievement is tracked in the app. When a store hits a target, the entire team can see how their individual contributions played a role. Success becomes shared, visible, and worth celebrating.

This alignment bridges one of retail’s most persistent gaps: the disconnect between head office strategy and frontline execution.

HEALTHY COMPETITION, HAPPIER SALES

Retail thrives on momentum. E-Engage channels this energy through friendly competition.

Leaderboards, Employee of the Week recognition, and performance highlights turn sales achievements into moments of pride rather than pressure. Teams stay energised, motivated, and driven to go the extra mile.

“When competition is healthy and transparent, it lifts the whole team,” Bryan said. “When employees win, customers win too.”

BUILT TO FLEX WITH EVERY RETAILER

One of E-Engage’s defining strengths is its flexibility.

Retailers differ widely in culture, scale, and reward structures. Whether operating a single boutique or a nationwide chain, E-Engage adapts to each organisation’s needs.

“It’s not a one-size-fits-all

solution,” Bryan emphasised. “Retailers control how engagement works for them. We provide the framework—they shape the experience.”

DESIGNED FOR THE REALITIES OF RETAIL LIFE

Unlike traditional HR platforms built primarily for administrators, E-Engage is designed for frontline adoption.

Retail teams are mobile, distributed, and shift-based. Many employees do not have access to desktops, corporate email, or intranet systems. E-Engage is 100% mobile-first, ensuring every employee—from cashier to CEO—is connected.

This shared platform reinforces inclusivity, transparency, and connection across outlets and roles. Engagement becomes part of daily work, not an extra task.

“Engagement only works when everyone participates,” Bryan said. “That’s why mobile-first was nonnegotiable.”

WHY LOCAL CONTEXT MATTERS

E-Engage is proudly developed in Malaysia, shaped by Rymnet’s deep

understanding of local workforce dynamics.

High attrition rates, fast-paced operations, cultural expectations, and the need for immediate response at outlet level are realities Malaysian retailers face every day. Designing the platform locally ensured these challenges were addressed authentically.

At the same time, E-Engage is built to scale across Southeast Asia, where retail and F&B operators face similar workforce pressures.

“Our local roots give us credibility,” Bryan said. “But our vision is regional.”

EARLY RESULTS, REAL IMPACT

Retailers adopting E-Engage have reported tangible benefits. Management teams gain stronger visibility into outlet-level challenges, faster response times, and higher frontline participation. Employees report feeling more recognised and heard. Organisations see improved task completion, stronger training engagement, and better alignment between HQ initiatives and frontline execution.

Several clients have observed

clear correlations between improved morale scores and more stable sales performance, as well as reduced attrition.

“These are not abstract benefits,” Bryan said. “They translate directly into better operations and healthier businesses.”

ENGAGEMENT AS A BRAND STRATEGY

In today’s competitive retail environment, customer experience is often the deciding factor between brands. And customer experience is delivered by people.

Engaged employees are more attentive, proactive, and emotionally invested in the brand they represent. They create memorable interactions that build trust and loyalty.

By investing in employee engagement, retailers strengthen not only internal culture but external brand reputation. Over time, engaged employees become brand

advocates—to customers and to future hires.

“Engagement isn’t just an HR initiative,” Bryan said. “It’s a longterm brand strategy.”

LOOKING AHEAD: FROM ENGAGEMENT TO INTELLIGENCE

As digital transformation accelerates, Rymnet sees employee engagement platforms evolving into strategic intelligence systems.

Over the next five years, engagement data will integrate more deeply with operational and sales metrics. Predictive analytics and AI-driven insights will help retailers anticipate morale issues, attrition risks, and productivity trends before they occur.

“Engagement data should sit alongside sales data,” Bryan explained. “When you connect the two, leaders make better decisions.”

BRINGING PEOPLE TOGETHER

Rymnet’s vision for 2026 is anchored in a simple yet powerful idea: Bringing People Together.

For Bryan, this means closing the gap between headquarters and frontline teams, between leadership intent and daily experience, and between technology and humanity.

“We’re not just here to help retailers streamline operations,” he said. “Our focus is growth. And in retail, growth starts with retaining the right talent. E-Engage is our way of helping businesses keep their people motivated, connected, and committed to long-term success.”

In an industry where success is delivered one customer interaction at a time, Rymnet’s message is clear: the future of retail belongs to organisations that invest not only in systems and strategies—but in the people who bring their brands to life every day. ■

The Iconic Experiential Shopping Destination

The Iconic Experiential Shopping Destination

The Iconic Experiential Shopping Destination

Located in the vibrant heart of Kuala Lumpur, Suria KLCC features over 350 specialty stores, ranging from global fashion brands and flagship stores to local favourites.

Located in the vibrant heart of Kuala Lumpur, Suria KLCC features over 350 specialty stores, ranging from global fashion brands and flagship stores to local favourites.

Located in the vibrant heart of Kuala Lumpur, Suria KLCC features over 350 specialty stores, ranging from global fashion brands and flagship stores to local favourites.

Suria KLCC embodies the tagline "Always Something New" by curating dynamic and engaging shopping experiences that continually meet shoppers' needs.

Suria KLCC embodies the tagline "Always Something New" by curating dynamic and engaging shopping experiences that continually meet shoppers' needs.

Suria KLCC embodies the tagline "Always Something New" by curating dynamic and engaging shopping experiences that continually meet shoppers' needs.

us at suriaklccmall www.suriaklcc.com.my

YEARS OF RETAIL EXCELLENCE

Industry leaders gathered to celebrate the moment with MRCA members.

The Malaysia Retail Chain Association (MRCA) marked a significant milestone last December as it celebrated its 33rd anniversary dinner at the Grand Lagoon Ballroom, Sunway Resort Hotel.

The prestigious event brought together over 1,000 distinguished guests, including industry leaders, corporate partners, retail pioneers and prominent figures from Malaysia’s business landscape.

The evening was graced by the guest of honour Dato’ Sri Idris

Jala, President & CEO of PEMANDU Associates and Non-Executive CoChairman of Sunway Group. He and his son, Leon, hosted the podcast The Game of Impossible.

He was accompanied by MRCA President Datuk Dr Ken Phua, MRCA Founding President Dato’ Eddie Choon, members of the President Council, MRCA Council Members, advisors and a lineup of esteemed guests including Tan Sri Sir Dr Jeffrey Cheah, Tan Sri Teo Chiang Liang and other industry captains.

UNIFYING FACTOR

Datuk Dr Ken Phua, in his opening remarks, said MRCA will continue to unite the industry, champion members’ interests and drive digitalisation, innovation and growth within Malaysia’s retail sector.

“This anniversary marks not just MRCA’s longevity, but the collective strength of our members who continue to uplift the local retail scene. We will push forward with greater innovation, stronger collaboration and a unified voice for all retailers,” Ken Phua said.

The evening’s programme commenced with a special live podcast session with Dato’ Sri Idris Jala and Leon Jala, followed by a heartfelt father-and-son music performance that captivated the audience.

The event then shifted focus to a series of acknowledgements, celebrating members for their enduring commitment.

This included the recognition of Pioneer Members with 20 to 33 years of membership, honouring longstanding brands such as 7-Eleven Malaysia, Nelson’s, Giant, OSIM, Bonia and Poh Kong, to name a few.

Furthermore, members with 15 to 19 years of membership were also celebrated, including Focus Point, Secret Recipe, KK Super Mart, Popular Book Co and more.

OUTSTANDING MEMBERS

The prestigious MRCA Retail Excellence Awards 2025, meanwhile, recognised outstanding retailers for their achievements and contributions to Malaysia’s retail landscape.

Awards were presented across four categories, namely Retail, Food and Beverage (F&B), Franchise, and Digitalisation, with notable winners including 99 Speed Mart, Focus Point and Mr D.I.Y for the retail categories.

Food and Beverage category winners are Empire Sushi, Marrybrown and Secret Recipe, while the Franchise category saw City Coin Laundry, Loob Holding and My US Pizza.

The Digitalisation category saw Senheng Electric (KL), Santan Food and Zuspresso as winners. The awards were presented by Datuk Dr Ken Phua, witnessed by Dato’ Sri Idris Jala.

MRCA also extended special appreciation to its Silver, Gold and Platinum Sponsors, whose support made the celebration possible. ■

Reimagine Retail with Malaysia’s Most Forward-Thinking Leaders

Across the nation, retailers are embracing digital transformation to streamline operations, unify teams and elevate customer experiences. With Lark, brands like ZUS Co ee, Secret Recipe and POP MART are rede ning how work gets done, turning time-intensive tasks into e cient, seamless work ows and empowering teams to focus on what truly matters. And they’re not alone, many more Malaysian retailers across categories are leveraging Lark to work smarter, align teams and scale with con dence.

At ZUS Co ee, reporting that once took days now wraps in minutes, unlocking faster decision-making and clearer visibility across operations. Secret Recipe teams collaborate with unprecedented clarity and speed, eliminating communication gaps and accelerating execution at every level. And at POP MART, a more connected way of working has driven dramatic reductions in development cycles, fueling innovation and faster product velocity.

These stories re ect a broader shift in Malaysia’s retail sector toward ways of working that are agile, transparent and collaborative.

Streamlined

reporting from 3 days to 15 minutes

General Manager, ZUS Co ee

480 man hours saved

PATRICK SIM CEO, Secret Recipe

Built to unify communication, work ows and knowledge in one integrated platform, Lark connects headquarters with the shop oor, frontline teams with leadership, and ideas with outcomes. Real-time messaging and AI-enhanced meetings keep people informed and aligned, while automated approvals and digital work ows replace manual steps with consistent e ciency.

Lark isn’t just a tool, it’s a shared platform for culture, learning and growth. With features like Lark Wiki and Moments, companies capture institutional knowledge, nurture unity across teams, and celebrate wins together. With Lark Base and digital approvals, everyday operational tasks, from stock management to HR processes, become smoother, more reliable and scalable.

Whether you’re managing hundreds of stores or a handful of outlets, Lark enables teams to work smarter, stay informed and deliver richer customer experiences without adding complexity. With hundreds of companies already transforming their operations with Lark, the future of Malaysia’s retail sector isn’t just digital, it’s collaborative, connected, and reimagined.

One Conversation, One Connected Workforce

Modern teams move fast, and clear communication is essential. Lark brings all work conversations into a single messaging platform, allowing employees to connect instantly across roles, departments and locations. Real-time chats, announcements and AI-powered meetings ensure information reaches the right people at the right time, reducing miscommunication and unnecessary follow-ups. With conversations linked directly to documents, tasks and approvals, employees no longer waste time switching between tools or searching for context. Everyone stays aligned, informed and ready to act, whether they’re on the frontline or at headquarters.

70% reduction in R&D lead time

60,000 hours saved yearly

YANG XIBEI Director of Branding & Marketing, Haidilao

Stock monitoring across 100+ Reduce meeting time by 5%

JAKE OOI Operations Manager, Mix

Co-Founder, Vice President, Xiaomi

A Better Experience for Every Employee

Beyond messaging, Lark supports a more engaged and productive employee experience. Teams collaborate seamlessly, share knowledge openly and access up-to-date information whenever they need it. Leaders gain visibility without adding friction, enabling faster decisions while respecting teams’ focus. By simplifying how employees communicate and work together, Lark helps organisations build stronger alignment, improve e ciency and scale con dently. When employees are connected and empowered, better outcomes naturally follow.

The Mall of Malaysia group is the owner-operator of seven shopping malls with over 3 million square feet of net lettable area (NLA).

For the past 20 years, we have been the pioneer and developer of landmark shopping malls in second-tier cities targeting growing populations with strong mid-upper household income.

Each of our malls - KB Mall, Alor Star Mall, Batu Pahat Mall, SB Mall, Taiping Mall, KTCC Mall and Mentakab Mall - is centrally located within its respective city’s business hub.

Our malls serve as your "One-Stop Shopping Mall" offering a diverse range of amenities. We bring a mix of reputable international and homegrown national brands to our shoppers in secondary-tier towns, providing a city-shopping experience to our customers.

The Group will continue to commit to develop and manage strategic mall assets which can add value and enhance the shopping lifestyle and foster good relationships with the local community.

Curating Malaysia’s Most Enduring Retail Destinations

From the trailblazing Mid Valley Megamall to the refined elegance of The Gardens Mall and the vibrant scale of The Mall, Mid Valley Southkey in Johor, IGB REIT continues to shape Malaysia’s retail landscape through destinations that transcend shopping and become part of everyday life.

Established on 25 July 2012, IGB REIT stands as one of Malaysia’s leading real estate investment trusts, anchored by ownership of three iconic shopping destinations that have redefined retail experiences across the country. Each asset within its portfolio reflects a thoughtful balance of scale, tenant curation, accessibility, and experiential value — qualities that have enabled these

malls to remain relevant through changing consumer trends and economic cycles.

The journey began with Mid Valley Megamall, a name synonymous with modern retail in Malaysia. Since opening on 20 November 1999, it has held the distinction of being the country’s first large-scale shopping mall and a trailblazer for integrated retail destinations in the region. More than two decades on, its

appeal remains undiminished. With approximately 1.8 million square feet of net lettable area, the mall accommodates around 550 specialty stores, offering a diverse mix that spans fashion, lifestyle, home furnishings, beauty, and dining.

Anchored by AEON and Golden Screen Cinemas, Mid Valley Megamall continues to attract a broad demographic through its strong blend of international and local brands. Global names such

as H&M, Uniqlo, Swarovski, MUJI, and Zara sit comfortably alongside homegrown favourites including Padini Concept Store. The mall’s offering extends beyond retail, integrating wellness and events through Celebrity Fitness and the Mid Valley Exhibition Centre, a multi-purpose venue comprising an atrium and three halls across 67,621 square feet that hosts exhibitions and large-scale events throughout the year.

Complementing this vibrant hub is The Gardens Mall, located just steps away and positioned firmly

within the premium retail segment. This six-level shopping destination houses more than 200 outlets, showcasing an impressive lineup of luxury and international fashion brands including DIOR, Cartier, Louis Vuitton, GUCCI, Hermès, and Burberry. Beyond fashion, The Gardens Mall delivers a refined lifestyle experience with a wide selection of international cuisines, technology offerings, and home furnishings. Signature tenants such as Isetan of Japan and Malaysia’s most premium cinema, Aurum Theatre, reinforce its upscale appeal,

while a dedicated wellness floor offers spas, wellness clinics, and a fitness centre for urban indulgence and self-care.

Expanding IGB REIT’s presence beyond the Klang Valley is The Mall, Mid Valley Southkey, a landmark retail development in Johor. Strategically located within the Southkey precinct, the mall benefits from excellent connectivity via the Johor Bahru Eastern Dispersal Link Expressway, linking it to major highways and the Johor–Singapore Causeway. As one of the largest malls in southern Peninsular Malaysia, it features over 340 retail outlets anchored by SOGO, Village Grocer, Golden Screen Cinemas, and the Mid Valley Exhibition Centre. Designed as a shopping playground, the mall combines retail, dining, leisure, and a dynamic exhibition calendar that includes property fairs, baby fairs, and IT and gadget exhibitions.

Collectively, these three assets underscore IGB REIT’s ability to create retail destinations that are not only commercially resilient but deeply woven into the social and lifestyle fabric of their communities — places where commerce, connection, and experience converge. ■

Shaping The Future of Intelligent Retail

Dato’ Seri Ivan’s philosophy is simple, elegant and profound: pair technology with humanity.

In the age of disruption, retail is rewriting its own playbook, with technology becoming the engine, the edge and the heartbeat of competitiveness. At the intersection of commerce and code stands Dato’ Seri Ivan Teh, a name synonymous with vision, velocity and purpose. He is one of Malaysian’s most respected tech entrepreneurs, and architects of transformation as well as one of the region’s most influential voices in AI-powered retail innovation. The kind of leader who does not just envision the future, he builds it.

For over two decades, Dato’ Seri Ivan has driven a revolution, embedding artificial intelligence, data analytics, automation and machine learning into retail’s core.

But what truly defines Dato’ Seri Ivan is not the technology. It is the passion behind it. He is building not just smarter systems but stronger ecosystems. He believes digital

transformation is not about tools but people. It is about nurturing homegrown talent, uplifting digital capabilities, fostering collaboration and creating a Malaysia that competes, and leads, on the world stage.

A lesser-known but deeply meaningful aspect of his journey is his commitment to giving back through philanthropy and creating social impact. Dato’ Seri Ivan believes that success must be shared, and he actively supports education initiatives, community upliftment, and efforts that create long-term opportunities for the underserved. His philosophy is clear: technology should empower not only businesses, but humanity.

As the region accelerates into an AI-driven tomorrow, Dato’ Seri Ivan’s blend of innovation, leadership, and purpose offers a compelling blueprint for the next era of retail—one where intelligence, empathy, and impact move forward together. ■

A Strong Start to 2026: MRCA Aligns Strategy, Strengthens Community, and Looks Ahead

As MRCA enters 2026, the Association reinforces its foundations through strategic asset decisions, active advocacy, and a growing, diverse membership across the retail ecosystem.

The Malaysia Retail Chain Association (MRCA) opened 2026 with a clear sense of direction, purpose, and momentum as members gathered for the Extraordinary General Meeting (EGM) and Members Meet & Greet in January. More than a statutory gathering, the occasion reflected how far the Association has come— and how deliberately it is positioning itself for the future of Malaysia’s retail landscape.

Presided over by MRCA President Datuk Dr. Ken Phua, the EGM focused on decisions that will shape the Association’s longterm sustainability. Central to the discussion was MRCA’s strategic move to strengthen its asset base. Members gave their approval for the Association to accept a RM2.0 million Biz Power Flexi Term Loan facility from RHB Bank Berhad to partially finance the purchase of MRCA’s new premises at Icon City,

Petaling Jaya. The eight-storey shop office represents more than just a physical space—it signals stability, growth, and readiness for the years ahead.

In tandem with this, members also endorsed the payment of the remaining RM3.4 million balance purchase price, fulfilling commitments approved at the previous Annual General Meeting. To ensure a balanced and forwardlooking asset strategy, the Council was further authorised to proceed with the sale of selected MRCA properties in Subang Jaya at prevailing market value. Together, these resolutions reflected disciplined financial stewardship and a collective commitment to building a stronger foundation for the Association.

As the formal proceedings concluded, the tone shifted seamlessly from governance to connection during the Members Meet & Greet session. MRCA

Secretary-General Michael Liew shared highlights from an exceptionally active quarter, painting a vivid picture of an Association deeply engaged across multiple fronts. Between October 2025 and early January 2026, MRCA recorded 53 engagements—ranging from high-level government dialogues and regional trade missions to member visitations, trainings, industry collaborations, and charitable initiatives.

Throughout this period, MRCA ensured that the retail sector’s voice remained firmly represented in national conversations on cost of living, consumer policy, healthfocused retail standards, halal compliance, and preparations for Visit Malaysia 2026. At the same time, the Association continued to build regional relevance through ASEAN-level engagements and international trade missions, reinforcing MRCA’s role as both advocate and connector for its members.

The gathering also celebrated a growing and increasingly diverse membership. As of January 2026, MRCA’s membership stood at 538 companies, welcoming new members from sectors such as telecommunications, food and beverage, insurance, logistics, media, and professional services. This diversity reflects the evolving nature of retail and MRCA’s expanding relevance across the broader consumer ecosystem.

The evening concluded on a

warm and personal note, with birthday celebrations, informal networking, and a group photo session that captured the spirit of camaraderie within the MRCA community. As members exchanged ideas over hi-tea, one message was clear: MRCA enters 2026 united, grounded, and forward-looking— ready to continue championing retailers, shaping policy, and building a resilient future for Malaysia’s retail industry. ■

MRCA Leads Strategic Trade Mission To Shenzhen To Advance Smart Retail Transformation

A 29-member MRCA delegation embarked on a five-day technology-focused mission to Shenzhen, gaining first-hand exposure to China’s most advanced digital ecosystems as part of the association’s ongoing commitment to future-ready retail.

The Malaysian Retail Chain Association (MRCA) led a 29-member trade delegation to Shenzhen, China, from 26 to 30 November 2025, marking a significant milestone in strengthening bilateral trade relations and accelerating the digital transformation of Malaysia’s retail sector.

Headed by MRCA President Datuk Dr. Ken Phua, the delegation also included Organizing Chairperson Dato’ Winnie Lim, Committee Member Mr. Lim Ben Jie, and Council Member Mr. Henry Low. The five-day programme was strategically curated to provide delegates with meaningful exposure to China’s leading technology enterprises, smart retail innovations, and integrated digital ecosystems.

A key highlight of the mission was a high-level visit to Tencent, one of the world’s foremost internet and technology companies. Delegates toured the Tencent Exhibition and attended presentations on Tencent

Cloud, followed by knowledgesharing sessions on smart retail solutions, palm recognition technology, and SuperApp applications—technologies that are rapidly redefining consumer engagement and retail operations.

The delegation also engaged deeply with Huawei’s innovation ecosystem, beginning with visits to the Von Neumann Exhibition Hall and Huawei’s flagship store at the Bantian Base. This was complemented by in-depth sessions at the San Ya Library and the Smart Campus Innovation Lab, offering insights into next-generation infrastructure and intelligent retail environments. The experience culminated in a guided electric cart and train tour of Huawei’s Xi Village (Ox Horn) campus, providing a firsthand look at a fully integrated smart

community powered by advanced digital solutions.

This trade mission underscores MRCA’s steadfast commitment to empowering its members through exposure to global best practices in digital transformation, cloud computing, and integrated smart retail models. The insights, perspectives, and potential collaborations gained from the mission are expected to contribute meaningfully to the modernisation and competitiveness of Malaysia’s retail sector.

By bridging technological gaps and fostering strategic partnerships, the Shenzhen trade mission was a forward-looking initiative that reinforces MRCA’s role as a catalyst for innovation, growth, and long-term sustainability within Malaysia’s evolving retail landscape. ■

MRCA Celebrates Media Partners

The MRCA Media Appreciation Event 2025 celebrates the invaluable support of Malaysia’s media partners with a special high tea.

The MRCA Media Appreciation Event 2025, held on October 17, 2025 at M World Hotel, Petaling Jaya, brought together members of the media and the Malaysia Retailers Chain Association (MRCA) for an afternoon of gratitude, networking and celebration.

Organised to honour and thank media partners for their continuous support and coverage throughout the year, the event reflected MRCA’s strong commitment to nurturing meaningful relationships with both mainstream and online media.

Representatives were treated to a special high tea, providing an opportunity for informal engagement and exchange.

The event was graced by MRCA President Datuk Dr Ken Phua and Organising Chairman Stan Singh alongside MRCA Honorary Presidents and committee members.

In his address, Datuk Dr Ken Phua expressed heartfelt appreciation to the media for their role in amplifying MRCA’s initiatives, activities and advocacy efforts, noting that the association’s visibility and impact

would not be possible without their consistent support.

Media guests received special goodie bags and, as a highlight of the event, there were 10 lucky draw prizes, generously contributed by MRCA members.

The lucky draw segment added excitement to the event, further enlivening the atmosphere and reinforcing the celebratory spirit of the gathering.

The sponsorship underscored the spirit of generosity, appreciation and unity within the MRCA community.

Media partners also received

commemorative plaques as a token of appreciation for their valued contributions.

Representatives from a wide range of media organisations were in attendance, including The Star, The Sun, NSTP, Media Prima, Oriental Daily, Sin Chew Daily, Nanyang Siang Pau, among many others.

Overall, the MRCA Media Appreciation Event 2025 served as a meaningful platform to strengthen ties, enhance collaboration and reaffirm MRCA’s gratitude to its media partners, while fostering goodwill and camaraderie within the industry. ■

Cyber Defense for F&B and Retail Businesses: Insights from Microsoft Security

In today’s digital age, cybersecurity has become a top priority for businesses in the food & beverage (F&B) and retail sectors. Microsoft Security recently highlighted the importance of robust cyber defense strategies to protect companies, employees and customers alike at a seminar on 26 September 2025, held at Shangri-La Hotel Kuala Lumpur.

CYBERSECURITY AWARENESS IS EVERYONE’S RESPONSIBILITY

According to Rand Murthi, Security Specialist at Microsoft, “We are all cyber defenders.” Every member of an organisation plays a role in preventing and managing cyber risks. By implementing strong security measures, businesses can foster innovation and productivity while remaining resilient against threats.

INSIGHTS FROM THE FIRESIDE CHAT

A fireside chat moderated by Ivan Chan, Senior Partner Development Manager at Microsoft, brought together Sazul Samsuri, CTO of KAF Digital Bank; Paul Albert, Managed Security Service Specialist at Logicalis; and Rand Murthi. Sazul emphasised that digital finance, much like F&B and retail, must balance customer priorities with business ROI. For instance, banks must protect customer assets and personal data, and maintain trust while avoiding disruptions such as ransomware. “Without security, there’s no trust, and without trust, there’s no business,” he said.

Resource limitations make strategic partnerships crucial, allowing smaller teams to implement 24/7 security measures.

Paul Albert highlighted the importance of identifying environments and prioritising trust and compliance. For smaller businesses, security implementation

often starts with careful sizing based on specific business needs, gradually scaling as budgets allow. Logicalis collaborates with Microsoft to provide tailored solutions that protect company environments effectively.

Rand Murthi explained the value of single sign-on (SSO) for

KEY AREAS OF CYBERSECURITY

1. People as an Attack Vector

Identities are often the primary entry points for cyber attackers. Hybrid work arrangements have blurred the lines between personal and business online activities, making it crucial for all employees, regardless of role, to access consumable cybersecurity content.

2. Data and Process Protection

Securing a company’s strategic data and ensuring efficient processes helps prevent disruption from harmful attacks. This is vital for safeguarding operational continuity.

3. Financial Safety

Cyber threats can target financial movements, from fake service payments to ransomware attacks. Proper measures help companies predict security training budgets and avoid financial loss.

4. Customer Confidence

Implementing cybersecurity measures strengthens consumer trust. Research shows that two out of three consumers would likely avoid doing business with a company that has experienced a cyber attack.

centralised identity management. Without SSO, organisations must manually manage accounts across multiple applications, risking unauthorised access after employees leave. Using solutions like Microsoft Entra ID Proxy Server allows secure authentication across various applications, ensuring proper access control.

Sazul also stressed the principle of ‘security by design’, advocating a risk-based approach. Different customers have varying levels of risk tolerance, and businesses must offer flexibility in security measures. For example, high-value transactions may require additional authentication, while less critical ones may not. Understanding

1. Phishing

Deceptive emails, websites, or text messages can steal confidential information. Businesses are advised to verify sender details, avoid suspicious links, and use phishing filters.

2. Device and Software Protection

Keeping devices updated, using password managers, enabling locks and maintaining legitimate software are essential steps to prevent identity theft.

TOP SECURITY CONCERNS

3. Fraud and Password Management

Scams demanding payment for nonexistent problems highlight the importance of strong, secure passwords, multi-factor authentication, and considering passwordless solutions.

customer needs and designing security solutions accordingly ensures both protection and usability.

CONCLUSION

Cybersecurity is no longer optional for F&B and retail businesses. It is a critical component of operational success. From raising awareness among employees to protecting data and finances, and maintaining

4. AI Safety

Following IT and security policies while verifying AI outputs ensures safe and productive use of technology. Rand Murthi notes that siloed security creates gaps across the attack kill chain, emphasising the need for unified and consistent protection.

customer trust, comprehensive security strategies are essential. Leveraging tools like SSO, multifactor authentication, and AI safety protocols, while collaborating with expert partners, ensures businesses remain resilient in the face of evolving cyber threats. As Murthi notes, every employee is a cyber defender, and collective vigilance is the key to safeguarding both the organisation and its customers. ■