The event, which took place at Belfast's Malone House, unveiled a major new guide to attaining market-leading customer service. The NIRSC-created publication was launched by UK retail guru Jonathan Doughty, founder of retail consultancy Coverpoint.

The event was the first to be hosted by incoming NIRSC chairman David Brewerton (pictured right with Coverpoint's Jonathan Doughty.)

"Northern Ireland's shopping centre industry currently employs more than 25,000 people and is worth some £300m, in terms of sales, to the local economy, " pointed out Doughty, "and this will increase considerably in the next few years as major new schemes are born and others are expanded and enhanced.

"Customer service within the industry has come a long way in recent years and must be further enhanced through continuous innovation. The world-class shopping centre environments currently being created have to be supported and complemented by the right culture, the best people and by creative and efficient communication with customers," he added.

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