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RS Genius idea 08 RS June - July 2012 news general IN BRIEF Widget UK Ltd, a specialist distributor of consumer electronics products to retailers and resellers, has created and launched its own iPhone app supported by the Maginus multi-channel solution. It enables customers and suppliers to have a real-time view of product availability, details and pricing from any location via their iPhone. in-store app PayPal has revealed the technology partners behind its in-store app – Eagle Eye Solutions and BT Expedite – and how they are helping Aurora Fashions bring together the online and bricks and mortar retail experience using mobile. By partnering with PayPal, Eagle Eye Solutions and BT Expedite, Aurora Fashions can now offer PayPal’s 15 million customers the ability to make in-store purchases using their PayPal account. Gs1 members GS1 UK, the not-for-profit supply chain standards and solutions organisation, membership has increased to over 25,000, fuelled by the growing UK internet economy. GS1 UK members include retailers of all sizes, from small start-ups to the likes of Sainsbury’s and Tesco. social complaints Over a quarter (26 per cent) of Britons are complaining more now they can use social media to communicate with companies – but organisations simply aren’t listening. Seventeen per cent of their complaints are left unanswered and an enormous 83 per cent of those who have complained are unhappy with the response they received. ask an owner Reevoo, the social commerce solutions provider, and Kia Motors (UK) Ltd have expanded their partnership. The car company selected Reevoo earlier this year to provide verified, authentic customer reviews and an ‘Ask An Owner’ platform on the Kia.co.uk website. This has resulted in increased engagement with car buyers who are researching online. Unifying channels Consumers may move through many different channels, but mobile touches them all, writes Glynn Davis There is no escaping mobile technology, and the impact it will have on the retail sector, as there is an increasing belief that it will be the vital connective tissue between multiple channels. Speaking at the recent IDC E-commerce Conference 2012 Christine Bardwell, research manager at IDC Retail Insights, suggested: “The biggest reason mobile is important is that customers move through various touch-points [with retailers] but the common theme is that mobile touches them all. It’s the channel unifier.” David Hogg, commerce solutions executive at IBM, agrees and points to the growth already seen in mobile commerce – with the likes of Debenhams generating 10 per cent of its sales over the channel. “Retailers need an investment plan to deal with this,” he suggests. Such is the growing influence of mobile devices around the world that Matt Jeffers, international development manager for Tesco. com, told delegates that some Asian countries are “leapfrogging [e-commerce] and going straight to m-commerce” He views this as a warning to UK merchants to not think that because they have been leaders in non-store retailing that they are therefore ahead of other parts of the world. For instance, in South Korea he says Tesco has been installing virtual stores on subways that enable pictures of products to be scanned via mobile phones and added to consumers’ shopping baskets for home delivery. To handle these various channels Jeffers regards the ideal scenario for retailers as having a single core platform that “sits underneath everything and the channels sit on top”. He adds: “It’s not easy but ultimately this is the way to compete with pure online retailers.” The potentially seamless customer experience that should derive from such an infrastructure will help create what Ivano Ortis, head of international at IDC Retail Insights, describes as omni-channel baskets and payments for those customers that shop across multiple touch-points with retailers. He says such omni-channel shoppers can help retailers drive greater sales and efficiencies because these customers typically deliver: 15-35 per cent increases in average transaction values; 30-45 per cent increases in online conversion rates; and help merchants enjoy 20-60 per cent reductions in inventory losses as a percentage of sales. The IDC Retail Insights E-commerce Conference took place took place in London and brought together e-commerce professionals from UK retailers such as; Tesco. com, Carphone Warehouse, Mothercare, Schuh, Debenhams, M&S, Ocado, and John Lewis PLC. “It was a fantastic event, great to have professionals from retail and technology sectors in the same room,” said Matt Jeffers, international development manager of Tesco. com. “I particularly liked the combination of networking opportunity where you can ask questions and formal sessions where you can learn about new trends in the ecommerce market.” Online stories most clicked on stories at www.retailsystems.com during June eCommera launches mobile app service Retail Systems to hold discussion panel evening E-com giant, Rakuten, extends global reach Jubilee holiday helped boost e-tail sales Contactless a mystery to consumers Man City employ Postcode Anywhere software Salon launches Facebook loyalty card Aurora Fashions to enter the Dutch market
FOCUS Retail systems multi-channel systems 20 September London www.retaiL-SyStemS.com/ muLtichanneL times are tough, there’s no denying it. Last year’s poor high Street trading conditions saw the demise of several well known names in the retail industry. So what can retailers do to ensure they are engaging customers, and more importantly – getting them to spend money? many brands believe the answer lies in having a fully developed multi-channel strategy, a completely seamless customer experience. technology has become more important than ever to retailers, with the rise of mobile devices like smartphones and tablets, the consumer now has the power to shop anywhere and everywhere, and they have a world of information at their fingertips. and it is not enough anymore to simply reach your customers across all channels, they expect a personalised service whether at home, in-store or on the go. this year the 5th annual retail Systems’ multi-channel Summit will be held at the tower bridge hilton, London, 20 September 2012. the conference will cover a vast range of subjects, including: • the technology trends retailers can’t afford to ignore • how retailers can effectively join up their channels • the rise and rise of mobile • the rise of mobile tV and tV commerce • the importance of social media • personalisation, getting it right • Going international, but staying local • how logistics impacts multi-channel strategies JuLY 1 Independent Retailer Month Conference Location: cranmore park, Solihull tel: 01727 238890 2-3Charity Retail Conference Location: Staffordshire contact: charity retail association tel: 020 7255 4470 august 9-10 Edinburgh Interactive 12 Location: edinburgh contact: alexa turness tel: 0207 534 0580 13 Internet Retail Conference Location: boston, uSa contact: etail boston tel: +1 (888) 482 6012 September 9 The Retail Conference 2012 Location: London contact: the retail conference tel: 0844 4145153 19-21 World Retail Congress Location: London contact: i2i events tel: 020 7554 5800 diary 16-19 Online Retailer Conference & E-commerce Expo Location: Sydney, australia contact: +61 (0) 2 9281 2788 27 Retail Systems Awards entry deadline contact: hayley Kempen tel: 020 7562 2401 19 Pure London Location: olympia, London contact: hannah Ford tel: 020 7728 3511 18 Retail Summer School Location: oxford contact: the retail trust tel: 0808 801 0808 20 Retail Systems Multi-channel Summit Location: London contact: hayley Kempen tel: 020 7562 2401 27 Retail Systems EPoS roundtable Location: London contact: Lisa Gayle tel: 020 7562 2428 RS June - July 2012 RS 09
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