1. Retail Week Rising Stars
IT Individual of the Year
Nominee:
Jay Conway
Senior Product Manager, Argos Limited

2. Why should the nominee win the category entered? 600:578
In October 2012 Argos outlined a five-year transformation plan to reinvent itself as a digital
retail leader, transitioning from a catalogue-led business to a digitally-led business. The
plan has been designed to address competitive challenges facing our company, exploit
market opportunities and maintain sustainable future growth. This evolution of our
company strategy has had major operational implications for our network of c800 stores,
including the introduction of innovative new store formats and digitally led multi-channel
customer services.
Argos has made significant technological improvements during 2014 which, as with all
enhancements of this scale, had an element of execution risk. We trialled digital concept
stores that incorporated many of the new developments including online prepayment, fast
track product collection and a dynamic voice-driven picking system that facilitates rapid
retrieval of customer orders. The stores have also incorporated the Hub & Spoke
distribution model to provide customers with access to extended product ranges for prompt
collection.
“Jay Conway has made a tremendouscontribution to the realisation of our transformation plan by ensuring
that the innovations we have invested in do deliver substantial improvements to the shoppingexperiencewe
offer our customers.” Steve Carson – Director of Retail and Customer Operations, Argos
Jay was talent spotted within our business about 18 months ago. At the time he was part
of an area team, assisting with the planning and implementation of new systems to be
trialled in his particular area. His passion and intuitive feel for the work was soon
recognised and he was offered the opportunity to join the Head Office team as a Product
Owner.
“Jay was a key member of the area team that helped to perfect a unique stocking modelcalled Hub &
Spoke. The success of the trial will lead to around 120 ‘hub’ stores each with four-to-six ‘spoke’stores.As
a result, our customers will be able to access an extendedrange of products available to all Argos locations.”
Suzanne Marshall - Area Manager North East, Argos
Initially, Jay was seconded to a Head Office project. His role was to work closely with our
IS partner, Accenture. Jay was to give Accenture a ‘store perspective’ so that they could
better understand our business and help Accenture to deliver the changes they were trying
to bring about.
“Jay brings extensiveexperience of Argos store operations and the processes used in store usingthe existing
systems.He works collaborativelywith the Accenture team to improve our understandingof how the stores
operate.”
Douglas Blyth - Managing Director, Accenture – Retail Technology
Such was the value that Jay brought to this role, that he was offered a full time appointment
with within three months. Jay had an extremely sharp learning curve to complete, he was

3. expected to represent the needs of the company and be able to talk with authority about
the complex network of IT systems Argos employs. He immersed himself in the role and
soon he became the Subject Matter Expert in regard to the plethora of store operational
systems and how they inter-relate to one another. Jay truly has a ‘big systems picture;’
he has become the internal systems expert, the go to person for the executive team when
they are considering proposed system changes to be made by our IS partner, Accenture.
“Jay has a big job,it his responsibilityto representsthe needsofArgos to ensure that the new applications and
system changes underpin £4bn of annual sales.”
Nigel Blunt – Head of Operations Development, Argos

4. How has the nominee contributed to the success of the performance of the business?
600:598
The pace of change for Argos during 2014 has been furious; the size and scale of the
systems deployments to support the transformation programme have been complex. We
have relied upon Jay’s analytical talents and his detailed knowledge of our operational
application of our information systems. Jay is able to bridge across internal functions,
engaging with the right people to make sure that they are involved or informed as
necessary. This is not an easy task when dealing with large scale system change.
“Jay’s journeyhas been phenomenal,he is now recognised across the business as the lead person in terms of
store systems.”
Andrew Brown, Central Operations Director - Argos
Understanding the breath of the legacy systems and knowing the probable cause and effect
implications of any new implementations was no mean feat. Despite this challenge. Jay’s
natural inclination to know how things work drove him to dig deep and learn more. His
innate inquisitiveness has been the foundation of Jay’s success. It has given him the ability
to be able to interpret the planned changes and translate ‘system speak’ into a language
that allows our leadership to better understand the overall likely business impact and to
make more informed decisions.
“Jay has grown hugely in his current role. He has provided vital support to the stores ensuring that customers
and colleagues are centralto system related decisions beingmade.This has allowed him to build up a high
levelof credibilityand given him the platform to become a positive influence with Accenture.”
Darren Frost – Regional General Manager, Argos
Since his appointment Jay has been promoted by two grades. He currently leads a team of
four (expanding to six very shortly). Jay’s role has developed into being both strategic and
operational planning for future services and troubleshooting issues that might arise during
system implementation. He is our primary systems representative responsible for creating
and managing the relationships between store operations our technology teams and
external system providers. He works tirelessly to minimise any disruption to our
operations, by collecting the thoughts of our managers in order to coherently convey their
requirements or to explain the impact of any teething problems or glitches that might
occur. For example, Jay helped to stress test the newly designed of the Hub to Home
initiative. He organised high volume production testing at our new Hub to Home trial stores.
The outcomewas a cleanly executed test which identified some flaws that we were able to
correct. Such was the success of the event that these tests now get repeated across all
stores once a month in order to understand if the improvements that have been made are
having the desired outcome.
“Jay, understands what is like to be at the receiving end, which allows him to articulate the views of store
managers when system changes are being planned.”

5. Claire Oliver - Store Manager, Meadow Vale Sheffield, Argos
Initially Jay was monitoring and reporting the impact of changes that were planned before
his appointment. Now he is also conducting assessments in order to provide pre
implementation information briefings to the Executive that explain the analysis that he and
his team have completed describing the proposed system changes and how they will impact
specific elements of the customer’s journey. His advice will often include actions that can
be taken to mitigate risks or ease in a transition.
“Jay is regularly quoted by the Argos Executive,which clearly demonstrates the exceptionallevelof trust and
confidence that he has generated in a very short time.”
Perry Price – Head of Customer Service, Argos

6. How does the retailer support the entrant’s career? 600:599
As a company we are very good at identifying the capability of employees and offering them the opportunities
and the room to grow so that they might realise their potential. Jay is such an example of our willingness to
invest in the talent within our organisation. He is truly a rising star. In a very short time period, Jay has
risen from the role ofa stock room manager in one ofour smaller stores to become a highlyregarded and pivotal
member of the Head Office team. He directly influences future IT system investments and manages our
suppliers to ensure that we realise the benefits we expect from our investments. His sphere of influence has a
landscape wide impact across our network of stores and multi-channel services.
Lucy Crowther - Head of HR, Argos Stores
Jay has been with the company for seven years, he started working with Argos as a
weekend temporary staff member. He continued to work part-time with Argos throughout
his time at University, when studying for a degree in Economics. After graduation he was
welcomed by the Stockton on Tees Store Manager as a permanent member of their team.
He quickly progressed to become a Team Leader and then the Store Stock Room Manager
at which point he became involved in new Voice Pick initiative to semi-automatethe stock
retrieval process in the stock room. His store was the first to implement the new system.
The operational field team recognised that Jay had a detailed understanding of stock room
operations. His skill-set would add enormously to the capability of the project team tasked
to implement two major trials. So he was offered the opportunity to work on a project,
across the Northern Region to help implement the transformation project. Jay was
therefore a significant contributor to the initial 32 store Hub & Spoke trials. This project
role required Jay to travel to stores and provide them with the knowledge necessary to get
the store into a position whereby they could successfully take on the Voice Pick and Hub &
Spoke systems. During this time Jay gained exposure to the wider business and had first-
hand experience of working with colleagues from a range of diverse Argos functions in
order to successfully deliver projects.
Through his work Jay soon came to the attention of senior members of the operational
team and was subsequently offered a secondment to the Operational Development team
at Head Office. After a short period of just three months he was offered a full position.
This new role heralded a lot of personal change for Jay including new responsibilities and
a highly demanding work life. It also involved the relocation from the North East to Milton
Keynes. Jay quickly assimilated and established both his personal and work life within a
short time he had made the role his own and became a highly valued member of the team.
He has acquired a holistic overview of Argos systems and an ability to look at situations
with a view to the broader architecture rather than to focus on the new application in
isolation. By doing so he is able to recognise that there might be issues that need to be
investigated further by system specialists.
Jay completed an internal development program called LEAD. The aim of this program was
to develop and enhance his valuable core skills an element of which was tailored to his
personal development needs such as networking and communicating skills. More recently
he has participated in the Performance Mind-set Programme which teaches how to coach
others to operate as high performers.

7. What are the career ambitions of the entrant? 600:594
“I lead the implementation of two major IT releases across stores, which Jay supports. Within just a few
months,Jay has become the most knowledgeableperson in Argos in respect to storessystems and processes.He
also works tirelessly,liaising directly with stores to help them to investigate issues,checking and following up
on fixes and getting feedback from thestores.Withoutdoubt, he hasbecome pivotalto thesuccess of myprojects.
If I had to provide a definition of a rising star, then Jay Conway would be it."
Gareth Nutt - Head of Architecture, Argos
In March 2015, in a very unusual move which reflected the contribution that he makes,
Jay was fast track promoted moving up two bands. He now manages a team of four testers
and is recruiting for two new product owners. His team Operational Development is part
of Information Systems division creating new innovative ideas and testing the solutions
development by IS partners to make sure it works as specified.
“Jay has an appetite for learning that translates into a genuine interest in everythingand everyone. He listens
intentlyto alternative views,statinghis own position clearly in an amiable and open manner.”Alka Samani–
Head of IT Customer and Channels, Argos
Jay’s personal development focus is perfecting his team leadership skills, coaching and
supporting his team to develop their capability. He is currently actively seeking a mentor
who can be a sounding board and help him to navigate his future challenges.
“Jay has establishedhuge credibilitywith the Senior Management Team because of his ability to get to the
core of an issue,succinctly articulate problems and offer advice for ways to minimise the negative impact of
issues.” Paul O’Neil – Regional General Manager, Argos
His progression has been meteoric. His immediate priority is to consolidate in his current
position, focus on his team and build up his personal knowledge bank. His long term goal
is to extend his influence and continue to develop his career towards a more strategic
position where he can create the vision for future initiatives. To do so he plans to extend
his knowledge of the retail sector beyond Argos so that he can learn about different
approaches other retailers are adopting and how emerging technology can be harnessed
to deliver new services.
“Jay’s transition from stores in to a centraloperations function has been extremelyimpressive.His work ethic,
calmness and ability to get to the truth of any situation is extremelyimpressive.He is totally in tune with the
needs ofhis customers and his ability to influence across the business as a whole is excellent.Jay’s contribution
and delivery is first class!” Anthony Houghton – Stores Director, Argos
Jay’s ambition is to drive new innovation. Looking forward, he wants to be at the forefront
of future innovation and be able to bring ideas to the table about areas that can be explored

8. to further enhance the service proposition we offer our customers. By doing he will be able
to set the bar of competitors in the retail market.
I am extremely pleased to recognise Jay Conway by nominating him for this award. He is
at the centre of one of Europe’s largest IT programmes. His personal contribution has
been fundamental to keeping the system projects aligned to our business objectives. We
have a wealth of talented people throughout our business, I hope that through this
nomination that Jay will be an inspiration to our colleagues who may have career
aspirations beyond their current role.
Nigel Blunt – Head of Operations Development, Argos