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iXtenso retail trends 3/2019

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iXtenso | Magazine for Retailers | Issue 3/2019

retail trends

CHECKOUT ZONE

LAYOUT

The right POS for

every store

ERGONOMIC

CASH DESK

THE iXtenso

EDITORS ...

QUEUE

MANAGEMENT

Working the right way ... tested self-scanning Engage customers at

the checkout

1

Page 6 Page 8 Page 21 Page 42


04 24

38

Content

CHECKOUT ZONE &

SHOPFITTING

4 Designing factors

20

The 411 on point of sale systems

6

8

10

14

Variety of POS architectures

Of tables, counters and

meeting place

Ergonomic design

Healthy working environment

for greater efficiency

Ergonomics checklist

How to review the cashier's

workplace

Customer touchpoint

Checkout maze: When cashiers

vanish behind the terminal

18

21

24

28

30

Girocard payment

Install the app, accept payments

at a flat rate

Self-checkout

When the customer

becomes a cashier

Self-scanning

The iXtenso editors went

shopping with a payment app

Mobile payment

”What’s that you’re doing

with your watch?”

Cash management

Optimizing the retail cash

chain at the point of sale

2020: new regulations

Changes for German POS

systems

34

36

Cloud-based POS system

The networked checkout

Digital receipts

Receipts stored in an app

MARKETING

38

42

44

46

Impulse purchases

Ways to encourage impulse

buys in the checkout area

Queue management

How to engage customers at

the checkout

Local services

Opportunities for community

engagement

Business Mirror

TECHNOLOGY

16

From online to offline

Pay cash? Via code!

32

Cash Register Security

Regulation

Status quo and remaining

tasks

50

Imprint

retail trends | Issue 3/2019 3


The 411 on point of sale systems

Beauty and intelligence combined: What the system looks like and

what it can do

Checkout system, material, paint finish – apart

from technology and design, today’s point of

sale system must fulfill many different roles. Yet

its most important function is and will always

be the successful completion of the customer

journey. What are important factors to consider

when designing a point of sale system?

Mobile payment, self-checkout, and

customer service …

Needless to say, the primary role of a POS

system is payment processing. Mobile payment

is a top trend right now in this setting.

While German consumers used to be obsessed

with cash, there is a trend towards credit card

and mobile payments. The latter, in particular,

offers shoppers many benefits. We generally

always have our smartphone with us and can

use it to access store cards and coupons.

That being said, in-store checkouts will always

be around, because one payment method

doesn’t fit all. The POS system must therefore

offer all payment options. Retailers have

to bear in mind that they eventually have to

acquire new or additional hardware to accommodate

new payment features on existing

POS systems.

Self-checkouts are an increasingly common

sight in recent years. Admittedly, they save

customers time, but we should also point out

their negative aspects. Although the new systems

are designed to prevent customers from

having to wait in line at the cash register, retailers

lose impulse buys at the self-checkout.

After all, if customers don’t have to wait in line

at the checkout and are occupied with man-

Online version:

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4

retail trends | Issue 3/2019


SHOPFITTING

DESIGNING FACTORS

aging the self-scanning process, they don’t have time

to learn about new and interesting products or browse

impulse goods near the checkout counter.

What’s more, the self-checkout theft rate is five times

higher than that of conventional POS systems. Meanwhile,

the perceived cost savings – the idea was to free

up employees – also did not pan out as expected. That’s

why self-checkout systems should not be viewed as a way

to save costs, but as an opportunity to provide a unique

service to customers – if they want it.

When it opened its first "Amazon Go" store in 2018, Amazon

became a trailblazer as it pertains to "supermarkets

with no lines and no checkouts". However, the implementation

requires multiple cameras and significant investment

in high-tech devices that are able to document and

process personal data and consumer buying decisions.

Apart from the fact that the way this concept uses and

stores data is in conflict with the German Data Protection

Act, this type of endeavor also goes along with high costs

for development, wiring and equipment.

What’s more, due to its technical complexity, the concept

is better suited for stores and locations with a smaller

footprint. And even Amazon is still unable to open a

supermarket without any employees as the concept still

requires expert staff to stock the shelves, supervise and

monitor processes.

… design, technology, and ergonomics

Apart from current market trends, structural aspects

such as design, technology, ergonomics and range of

functions of a point of sale also play an important role.

Depending on the industry sector and actual store, cash

desks must also meet various other requirements.

While cash registers in home improvement stores tend

to be more functional and heavy-duty to accommodate

heavier items, cash registers at clothing stores showcase

an attractive design.

That being said, whether it’s at a supermarket or a

fashion store – the cash register must always match the

corporate identity. Color, light, and brightness, as well as

complementing materials, play a key role in this setting.

Retailers should also factor in electromagnetic compatibility.

Metal tables, in particular, can be a problem as

magnetic fields can cause interference with other equipment.

One of the latest design trends embraces textured

surfaces. The POS system should be an authentic

interpretation of the store, match the brand identity and

the company’s story and harmoniously integrate into

the overall concept.

When it comes to technical aspects, cables should

be kept clean and tidy, while electrical wires and cables

should also be kept separate from network devices. Power

and data can either be run via ceiling or floor boxes.

Floor outlets tend to be more aesthetically pleasing while

ceiling boxes offer more flexibility.

Ergonomics at the cash register is yet another important

aspect to consider. The Workers’ Compensation

Board specifies that a cash register must meet ergonomic

guidelines and be user-friendly if it is set up as an official

workstation. Aspects such as air drafts, heat, cold

and lighting need to be pondered as well. In doing so,

companies create an optimal work environment at the

point of sale. This also has a positive impact on employee

wellbeing, satisfaction, and health.

Last but not least, the point of sale must also be functional.

To ensure smooth and fast payment processing,

it is vital that all technical and operating elements of the

point of sale system work perfectly. This includes components

like the conveyor belt, scanner, the card payment

hardware system, etc. It is crucial that point of sale

associates have received the respective training and are

intimately familiar with all processes.

Author: Carsten Schemberg,

Theodor Schemberg Einrichtungen GmbH

retail trends | Issue 3/2019 5


Of tables, counters and

meeting places

What must actually be taken into account in point of sale fitting?

Whether it's a supermarket, a fashion boutique

or a DIY store – a variety of POS architectures

and designs are required depending

on the retail format. Lisa Beck from atelier 522

provides a few tips.

Mrs Beck, not all materials are suitable

for use in POS fitting. Do you have any

selection tips?

What you need to bear in mind when choosing

materials is that a lot of dust is created

by items of clothing in the POS area. So, the

surfaces should be easy to clean. Furthermore,

metals and heavy objects cause wear

and damage to the surfaces. Our advice is to

choose smooth, scratch-resistant materials

without indentations.

How has digitalization changed POS fitting?

We have noticed that the appliances being

installed on the POS are becoming smaller.

Mobile phones, tablets and small monitors are

being used more frequently. This offers new

options for shopfitting: points of sale can be

more elegant and designed more freely.

Within this process the self-checkout is

becoming more popular. What does a

POS area now need to offer from a structural

standpoint?

It needs to be neat. Steps and their sequence

must be apparent to the customer at

first glance. Where is the scanner? Where can

I pay? Where are the bags for packing my purchases?

When do I scan my customer card?

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6

retail trends | Issue 3/2019


SHOPFITTING

VARIETY OF POS ARCHITECTURES

”Increasingly, the

point of sale area

must reflect the needs

and expectations of

customers of individual

stores – it’s all about

emotions!”

LISA BECK

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And to prevent theft points of sale also need

to be clearly visible to staff.

Supermarket, small fashion boutique or

large DIY store – what are the various

challenges retailers and shopfitters are

facing today?

For a supermarket efficiency and speed are

paramount. It should not take long to scan and

weigh goods. At peak times supermarkets get

crowded very quickly and queues can form so

an especially large number of points of sale

need to be installed. The point of sale must

also be clearly identifiable as such. The customer

desires visibility and wants to find the

exit as quickly as possible after paying.

In smaller fashion stores, however, the obvious

point of sale look is out of place. Retailers

can make the point of sale look more elegant,

turn it into more of a counter or meeting

place; perhaps even serve coffee or espresso.

Here, in contrast to the supermarket checkout,

personal interaction is what matters and

not mass processing. The points of sale should

be defensively placed, and a small number

generally suffices.

But it is different for the large fashion chains.

Here lots of points of sale are required which –

as in supermarkets – must be highly efficient.

The point of sale must not only be functional

but also visually appealing and fit into the

design of the store as a whole – elegance and

fashion sense must be to the fore in the look.

In a DIY store large objects are frequently

sold which need to be transported and scanned.

So, points of sale must be spacious, large and

robustly built. The latter characteristic is especially

important as they need to be able to

withstand the impact of heavy slabs and other

items. They also need to be functional so that

purchases can be efficiently processed. The

cashiers need to be able to leave their checkouts

and require cordless scanners. Ikea, for

example, has achieved a very high level with its

processes and has even trained its customers to

load their purchases on their trolleys with scan

codes facing forwards. But despite the need for

functionality, it goes without saying that point

of sale areas can also look attractive.

What might the point of sale of the future

look like?

There isn’t one ”point of sale of the future”.

Every shop and café has specific requirements

of a point of sale depending on its size. In general,

digital points of sale will evolve further

and simplify order methods. Cash will be used

less, with payment by card and other methods

– e.g. by mobile phone or app – becoming

the norm. In small, personal stores it will remain

important to have staffed points of sale.

In the large supermarket, fashion and DIY

store chains the trend in favour of self-checkouts

will continue to intensify. Naturally this

achieves huge personnel cost savings but only

time will tell if these impersonal methods continue

to hold sway.

Interview: Katja Laska

retail trends | Issue 3/2019 7


8

retail trends | Issue 3/2019


SHOPFITTING

ERGONOMIC DESIGN

Healthy working environment at

the checkout counter

Ergonomic design for greater efficiency

Ergonomics is concerned with how the work can be

adapted to the people or their characteristics and abilities.

Considerations and investments in this area are

worthwhile, because ”in the long term, ergonomic workplace

design pays off because employees are potentially

healthier and happier and thus able to perform their

work tasks longer and more efficiently”, notes Stephan

Sandrock from the ”Institut für angewandte Arbeitswissenschaft

e. V. – ifaa” (Institute for Applied Occupational

Ergonomics).

Evaluation of the work based on ergonomic

criteria

Work can be evaluated according to ergonomic criteria.

Several aspects of the work are important: the type

of tasks and their level of difficulty, the working environment

and conditions, the organization and timing of

work, and the social relationships with colleagues and

supervisors.

IDEALLY, THE WORK SHOULD BE

• manageable, for example, appropriate equipment

is required for carrying heavy loads.

• tolerable, so that the work does not cause

health damage over the span of a career.

• reasonable, workers should not feel heavily

and permanently over- or under-challenged.

• promoting personal development and satisfaction.

repetitive movements such as scanning and handling of

technical equipment – all these are ergonomically significant

points that can burden the operator and reduce

productivity in the long run.

An important factor in the ergonomic consideration

is the variety or monotony of the work. If the employee

must keep a certain posture for an extended period of

time or if a movement has to be repeated very often, this

will permanently strain the musculoskeletal system.

This is not just about a feel-good factor; employees

and employers have the same goal.

In addition, there is a special feature at the cash register

in retail: Several employees often share jobs. This

creates a range of physical and cognitive conditions

that need to be considered. Ideally, when designing

workplaces, employees and their experience with work

equipment will be involved at an early stage. Sandrock

gives an example from the industry: ”There companies

often collaborate with employees to design or improve

new work systems as part of workshops.”

And finally: The best available support options do not

help if those affected do not know about them. Staff

should be informed about and encouraged to adapt to

the work system.

Author: Julia Pott

These points need to be taken into account even when

designing the checkout space. To save costs, Sandrock

recommends: ”It makes sense to start thinking about ergonomic

design as early as the planning stage, so that

you do not have to rectify it later.”

The cashier's workplace

Like many other jobs – in the office or the manufacturing

industry, for example – the retail checkout presents

challenges: Sitting or standing for long periods of time,

How ergonomic is your workplace?

Go through our checklist on the next page!

Stephan Sandrock,

expert for

ergonomics

retail trends | Issue 3/2019 9


SHOPFITTING

ERGONOMICS CHECKLIST

Ergonomics checklist

for the cashier's workplace

WORKING CONDITIONS

Low noise

Humidity: 50–65 %

21–26°C

300–750 lux

Illumination

Stable temperature

conditions

Avoid air movement

Adequate, uniform illumination of the workplace

No reflection or glare on screens

or surfaces

Clearly recognizable, easily legible displays

POSTURE

Sitting and standing alternately

Avoid extreme postures/contortions

Sufficient freedom of movement/legroom

Footrest/foot support, standing aid, posture cushion,

floor covering, ergonomic step mat

Devices and work equipment easily accessible

10

retail trends | Issue 3/2019


SHOPFITTING

ERGONOMICS CHECKLIST

Individually adjustable

Fully functional

Matte surfaces

Swivelling

Ergonomically designed handles

Easy exchange of receipt roll, cash

drawer etc.

WORK EQUIPMENT/

APPLIANCES

Non-slip floors

ELIMINATE

ACCIDENT HAZARDS

Avoid trip hazards

Rounded corners and edges

Secured supply lines

Stable objects

CHAIR

Breathable padding

Adjustable

Secure against tipping (5 wheels)

Damping

40–48 cm

36–48 cm

Backrest width &

Seat width

retail trends | Issue 3/2019 11


SHOPFITTING

ERGONOMICS CHECKLIST

SCREEN

”It makes sense to

already consider

ergonomic design

in work system

planning, so you

won’t have to make

corrections later on.

This saves money.”

Viewing distance

45–60 cm

Screens and work equipment easily visible

Adjustable height

Does not flicker

DR. STEPHAN SANDROCK

Low radiation

Easy to learn and intuitive

SOFTWARE

Easy to learn, intuitive

Automated

machining operations

ERGONOMY CHECK

COMPLETED

Compiled by Julia Pott

Source: IFAA checklist ergonomics

12

retail trends | Issue 3/2019


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retail trends | Issue 3/2019 13


Checkout maze: When cashiers

vanish behind the terminal

Creating a positive effect at the POS with a clear design

These days, point of sale terminals have to fulfill

more and more functions. Retailers can also

connect various peripherals that assume additional

tasks. Yet this multitude of functions

also entails challenges for manufacturers, retailers,

and employees.

Quite often, the overall shopping experience

is shaped by the checkout process. Having said

that, if customers are no longer able to catch a

glimpse of the cashier behind the POS system,

it no longer projects openness and a commitment

to service. Hence the equipment and

many features should not take up too much

space and make the interaction with the customers

challenging.

Most cash registers with scanning options

have scanners that are embedded in the cash

register to save space and combine multiple

functions. For example, grocery customers

can have their produce weighed by cashiers

right at the POS system. The scales are integrated

horizontally in the barcode scanner of

the cash register.

Other devices increase the transparency of

the checkout process for customers and associates.

As a result, retailers now feature monitors

that show customers the products they

are purchasing but they are bigger and display

more detailed information than in the past.

In this case, the spectrum ranges from small

2-line LCD displays all the way to multimedia

8-inch display screens that can also be used for

advertising in addition to itemizing the products

and prices.

Cashiers face the POS monitor. They either

have a touch display or a keypad to enter information.

Some stores also add a video surveillance

screen to monitor the aisle in front of

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14

retail trends | Issue 3/2019


SHOPFITTING

CUSTOMER TOUCHPOINT

the checkout. If you then also have an extra intrusion

detection system installed right next to

the cash register drawer in addition to the receipt

printer and the scanner, the cash register

quickly seems very crammed and unorganized.

More performance: POS systems are

constantly modernized

Novel payment functions can make it more

convenient to check out and save time. Alternative

payment options like mobile payments

with smartphones or tablets are still in their

infancy in Germany, though customers and

retailers are definitely interested in these solutions.

So-called top-down reading models that

can be found in some supermarkets not only

make it easy for shoppers to scan their own

debit or payback card, they also facilitate payment

with an app using mobile devices. For

contactless payment with so-called EC cards

(debit cards), you also need a compatibly

equipped terminal with near field communication

(NFC).

Payments and authentication based on biometric

data such as facial recognition, palm

print or fingerprint are so far only introduced

in tests. The scan is often also verified by entering

a phone number. These types of payment

solutions might still be a long way off

but sooner or later some new functions will

prevail, necessitating additional technologies

that need to be implemented in the checkout

realm. That’s also why cashiers and customers

frequently still have to deal with additional peripherals

until the vertical integration will be

completed.

”A variety of cashless payment options is

part of a modern shopping experience,” explains

Dirk Schwindling, CEO of TCPOS, a provider

of multifunctional POS solutions.

POS: A crucial touchpoint within the

customer journey

The contact with cashiers during the payment

process is quite often the only touchpoint

customers have with store associates

and therefore a crucial element that determines

the quality of the shopping experience.

This is why it is all the more important to be

able to get a look at each other’s faces at this

juncture. The payment process turns into a

more positive shopping experience if people

don’t have to tediously reach around obstacles

to hand over money.

Employees are also able to work more efficiently

and be more pleasant to customers if

they feel comfortable at their checkout counter.

That’s why a smart and practically designed

checkout has lots of potential to make the

customer journey an enjoyable experience in

brick-and-mortar retail.

Modernization as an opportunity

According to the ”Kassensysteme 2018”

(English: POS systems 2018) study by the EHI

Retail Institute, 86 percent of retailers are

planning to renew their POS system (partially

or completely or to extend it with new devices

in the next years. This type of modernization

always provides a great opportunity for retailers

and management to carefully re-examine

the cash register and checkout area.

If new or alternative devices are being added,

they should be clearly laid out and – if

possible – consolidated. An ergonomic footprint

of the POS system can increase the efficiency

of the checkout process. By putting

themselves in the position of the cashier and

customer and by running through the processes,

decision-makers are able to gain valuable

insights. If the cash register and peripherals

have been chosen with great care and adapted

to the daily work demands, it could boost spirits

and thus potentially also the friendliness of

the staff towards customers. Ultimately, when

it comes to the impact of the checkout counter

on customers as the hallmark of a retail business,

an attractive hardware design should not

be underestimated.

Author: Julia Pott

Modern point of

sale terminals are

all-rounders, but

the many functions

should not take up

too much space.

More about

cash points

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retail trends | Issue 3/2019 15


Pay cash? Via code!

Shop online, pay the bill offline

Barzahlen.de relies on good old cash. The concept

of the Berlin start-up: shop online, pay in

cash at the store. Swimming against the trend

of fast online shopping and mobile payment

is paying off, says Weina Wang, Head of Retail

at the Cash Payment Solutions GmbH. In an

interview, she talks about the service and its

integration into retail, the new Viacash project

and her vision for the future.

Mrs Wang, Barzahlen.de – what is that?

Barzahlen is a barcode-based service for

customers that currently enables cash deposits

and withdrawals, as well as cash payment

for online purchases and invoices. Simply

stated: To process the payment, the customer

receives a barcode by email, SMS or mail – or

generates it in their banking app. The barcode

is then scanned at the cash register of a retail

outlet and the customer pays by cash or other

means of payment.

In the future, there will be other usage scenarios

for the retailer in the area of digital services

with cash.

What technology does a business need to

offer Barzahlen and what does it mean for

cashiers?

Our Barzahlen service works via real-time

API cash register integration, so any Internet-enabled

dealer can connect to the system.

Barzahlen is also usually shown as an available

payment method at the store entrance.

The salespeople scan the common EAN-13

barcode the same way as they scan a product

barcode, and the cash register displays the

amount – for example +100 Euro (deposit) or

-100 Euro (withdrawal). There is nothing new

to learn, although all sales staff should have

heard of the service, of course.

A typical day in a retail store: how often is

Barzahlen used?

This is subject to strong regional fluctuations,

but we do not publish concrete figures

on this.

You are expanding abroad with

Viacash as a European brand. Is

it different compared to implementation

in Germany?

In Italy, for example, unlike in Germany,

there is no cash back service

at the supermarket checkout. In

this respect, our banking solution

– an ATM-independent network

for deposits and withdrawals to/

from your checking account

– is in high demand and has

also been implemented

with greater focus.

Otherwise, there is no

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16

retail trends | Issue 3/2019


TECHNOLOGY

FROM ONLINE TO OFFLINE

”The reality is that

more and more bank

branches and ATMs

are disappearing...”

WEINA WANG

difference in the implementation. Our starting

partner dm has the same cash register software

in Germany and Austria, which made it

very easy to implement the service in Austria.

Basically, all the implementation work is done,

our efforts are now focused on adaptation. Ultimately,

that's our vision: to create a European

network in which both a retailer and a bank

can connect with one tool.

In addition to brick-and-mortar retailers,

you have recently started working with

Amazon. How is that collaboration different?

Barzahlen on Amazon does not function as a

payment method, but as a top-up function. The

customer can load their Amazon account with

cash and make purchases using this credit.

Will Barzahlen replace banking in the

future?

Of course, Barzahlen will not replace banking

– that would be utopian. However, the

reality is that more and more bank branches

and ATMs are disappearing and we need alternative

solutions for the end customer when

it comes to cash supply and deposit. We are

moving this service to stationary retail, which

makes sense for both the customer and the

retailer.

Retailers can stand out from the competition

through the additional service and the

end customer does not have to go out of their

way to withdraw or deposit cash.

Our strong expansion – we have already expanded

into three countries (Austria, Switzerland

and Italy) since 2018 – proves that we are

on the right path, because the solution is really

in demand and more and more retail partners

recognize the need for it.

Interview: Katja Laska

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retail trends | Issue 3/2019 17

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TECHNOLOGY

GIROCARD PAYMENT

Install the app, accept payments

at a flat rate

A payment solution designed for the German market

Online version:

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There are many payment apps, but most only

accept debit or credit cards. The problem for

Germans: they prefer the Girocard. VR Payment

GmbH has the solution with its VRpay:Me

app, taking into account the habits of

German customers. An interview with

CEO Carlos Gómez-Sáez.

Mr Gómez-Saéz, why

did VR Payment create

their own app?

It's simple: there was

no payment app for

businesses that meets

the specific needs of

the German market. In

Germany, consumers prefer

the Girocard for cashless payments

– almost every German has one.

VR-pay:Me now lets businesses accept smartphone

payments via the secure, domestic Girocard

system – quickly, conveniently and at

attractive prices.

What does the app offer?

In addition to Girocard, the app accepts all

major debit and credit cards, as well as Apple

Pay and Google Pay. It provides fully digital

receipt management and a comprehensive

backend that allows merchants to view their

transactions in real time. The integrated information

system provides you with important

changes and notes on cashless payment

transactions. There are also special features

such as a shortcut key for fixed amounts or the

integrated calculator.

What technology does a business need

to offer VR-pay:Me and what does that

mean for cashiers?

All a merchant needs to accept payments

with VR-pay:Me is a smartphone and an acceptance

contract. They can easily request

and complete it at www.vr-pay.me. We then

send them a small, mobile card reader. The

merchant downloads the VR-pay:Me app via

the Google Play Store or the Apple Store, connects

his smartphone to the terminal – that's it.

The app is intuitive to use and does not require

any prior knowledge. Cashiers type the

amount of the bill into the app and follow the

system instructions. Several cashiers can also

accept payments via the app: sales can be assigned

to individuals with VR-pay:Me – a helpful

feature, especially when it comes to tips.

What separates this app from other solutions?

In addition to Girocard acceptance – SumUp

and iZettle, for example, use the more expensive,

international debit systems Maestro and

V Pay – unlike the competition, we offer two

different price models. This allows every business

to optimize their costs as needed.

The flat-rate version VR pay compact includes

everything for 15.90 euros a month for

a sales volume of 1,500 euros. There are no

additional costs for using the app or individual

transactions. This is ideal for kiosk owners,

market stalls or delivery and courier services,

for example.

For companies that only have a handful of

transactions per month or a high rate of individual

sales, we recommend VR pay flex: costs

are based only on actual sales through the

app. No contract period, no basic charges. A

transaction costs 20 cents plus an average of

0.185 percent for Girocard payments; for debit

card payments it is 0.65 percent fees and credit

cards 1.99 percent.

The app is designed primarily for the German

market. Can international customers

pay with it?

Of course. VR-pay:Me lets you accept Maestro

and V Pay debit cards of international

18

retail trends | Issue 3/2019


”Shopping has to be

fast and convenient,

and the payment

process ideally

invisible. No one likes

to queue at a cash

register.”

CARLOS GÓMEZ-SÁEZ

Interview:

Katja Laska

standard, as well as the credit cards Visa and

MasterCard, JCB, Union Pay, Diners Club / Discover

and, if the merchant desires, even American

Express. Google Pay and Apple Pay can

also be accepted through the app. This makes

a business ideally equipped for international

customers.

The official launch was 1 July 2019. How

many businesses are using the app? What

kind of feedback are you getting?

The demand is high, the initial feedback

from users has been consistently positive.

Thus, our strategy has paid off: We had tested

the app extensively prior to launch and adjusted

and improved it according to the feedback

from our test businesses.

In your opinion, how will payments and

cash registers change in the next few years?

The shopping behaviour of consumers is

changing, and so is commerce and payment.

Convenience is the key factor: shopping is possible

anytime, anywhere. It has to be fast and

easy, and the payment process ideally invisible.

No one likes to queue at a cash register.

Even if conventional POS systems are still valid

today: more and more mobile solutions are in

demand, particularly those that enable seamless

payment across all channels. Digital marketplaces

and ecosystems will become more important.

Classic store concepts with traditional cash registers

will have to reorient themselves over time.

And I am convinced: we are only at the beginning

of an exciting development.

Retailers can enter

amounts themselves

in the app or select

them from their

favorites (1) and

send them by e-mail

after payment (2). In

addition: in the back

office, the retailer

receives an overview

of all bookings – in

real time (3).

retail trends | Issue 3/2019 19


TECHNOLOGY

SELF-CHECKOUT

When customers become cashiers

Treading a fine line between traditional and visionary, between checkouts

and codes

For years, we have done this in online stores: we fill our

shopping cart, click to pay and are excited about our purchase.

Thanks to the snabble app – now available at the

Knauber Hobbymarkt in Bonn and at IKEA in Frankfurt

– consumers can also do this in brick and mortar stores.

How does the app work? Patrick Queisler from snabble

GmbH sat down with us and talked about challenges,

hesitations, and visions.

Mr. Queisler, what do retailers who want to offer

your app need to know and do?

For starters, retailers need to provide the product data,

which includes name, price, and GTIN. Many already

have this data available to support their online stores or

Google Shopping feed. If that’s not the case, we can help

with the compilation and subsequently import the data

into our system.

How does the payment process work?

Customers can pay for the self-scanned items online

– as is the case with Knauber – or complete the payment

process at the cash register – as is the case with

IKEA. The technical integration of our app depends on

the point of sale system and software. The app converts

the scanned products into a QR code to pay at the cash

register. The code is scanned and customers pay at the

self-checkout at IKEA for example.

Online payment is a slightly bigger challenge because

it is not just about accepting payments. For accounting

purposes, retailers must also know the price the product

sold for in the system.

At Knauber, customers can pay online but instead

of going to the cash register, they still have to stop

by a payment terminal to scan the QR code.

Actually, customers don’t have to do this step because

we technically don’t need the kiosk system for the online

payment process. However, many people tend to be

hesitant – myself included when I tried it myself – and

get a strange feeling if they simply exit the store. That’s

why there is a payment terminal.

designated security staff using a socalled

checkout supervisory function

to ensure that items have actually

been scanned. This happens while

customers pay, and they often don’t

even notice it.

Online version:

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What is the role of the checkout staff in this setting?

The benefit for customers is that they no longer have

to place the items on the conveyor belt. Meanwhile,

cashiers have to be able to review the shopping cart

without pulling the individual items across the scanner.

That’s why it is advisable to use express checkouts that

are staffed with an employee, allowing him/her to have

a better overview.

What about stores that sell items piece by piece

and the items are not predefined? How could this

system work with fabrics sold by the yard or unpackaged

produce?

It’s technically feasible. We have two options in this

case. The first option is to print a barcode that specifies

the quantity – three kilograms, five yards, etc. The

second option is to use a code for items that have to be

weighed or measured and the customer enters the respective

quantity.

Our goal is to make everything scannable, which is a

challenge, of course, and always hinges on the data suppliers

give retailers.

What is your vision for the future of shopping?

If there's one thing we know for sure, it's that self-scanning

will succeed. Having said that, this only works if

customers can use one mobile app for all retailers – a

kind of Spotify for shopping, so to speak. That’s what we

want to provide.

Interview: Katja Laska

Does this mean nobody controls the purchase?

Knauber does random inspections, while IKEA has

20

retail trends | Issue 3/2019


TECHNOLOGY

SELF-SCANNING

The iXtenso editors went

shopping ...

... and tested self-scanning

Snabble has developed a payment app that allows customers

to scan their purchases in stores and pay online.

I wondered: How does it work? The app is in use in the

Knauber Hobbymarkt in Bonn, among other places.

Let’s go to the store and convince ourselves of the payment

app and try out the service.

The app

First of all: The app is very slick. After installing, I get

a very brief explanation of how I can shop with the app.

On the start screen you will find the path to the customer

account and store locator; a selection of the current

product range displays. Choosing one of these products

takes me to the Knauber online shop.

In the menu bar at the bottom of the app you can

switch between start page, barcode scanner and the

current shopping cart. You can enter your Knauber customer

card number in the customer account section. I

can also see past purchases and receipts. My first impression:

clear and easy to use.

THE SCANNING PROCESS

Scanning the product barcodes works very well and

quickly from a technical point of view, but requires a little

bit of practice. You have to try out how close you have

to hold the smartphone to the product in order to centre

the code in the scan area.

If you scan a barcode on the shelf, where small products

have several labels next to each other at close intervals,

it's hard to tell if you've got the right code. My advice:

Check the name of the product and the price.

retail trends | Issue 3/2019 21


TECHNOLOGY

SELF-SCANNING

The barcodes on the shelf are often easier to

scan because you do not have to hold the product

in your hand at the same time. In other instances,

the print quality of the barcode is too

low and the scanner is unable to read it.

You may have to go back to scanning the

barcode on the product. Even that can be difficult,

depending on the barcode and lighting

conditions. If there is a reflection of light from

the overhead lamps you have to play with the

angle a little so that the scanner recognizes

the barcode. The quality of your mobile phone

camera also plays a role, of course.

In the garden center, it can be difficult to

scan the barcode on the product. Lifting up

a full, heavy flowerpot with one hand, high

enough that you can scan it – without any soil

falling out – is not easy.

For large pieces of furniture, such as a sunshade,

and in the lamp department, where the

label is in some cases two meters above the

floor, scanning is not necessarily barrier-free.

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The lower prices for discounted products

displayed correctly in the app. For

promotional items, however, the app

reported that no price information was

available – too bad.

Certain labels are not priced in the

system and cannot be scanned and paid

for via the app, for example in the garden

center.

In all these cases, where no price information

can be loaded to the article,

you have to pay at the checkout.

22

retail trends | Issue 3/2019


TECHNOLOGY

SELF-SCANNING

THE SHOPPING CART IS FULL –

AND NOW?

You can edit the shopping cart, changing the

number of articles or deleting products altogether.

By the way: If you buy loose items like

screws, you only scan the barcode once and

indicate the number.

I finish selecting my products and click "Buy

items" in the shopping cart at the bottom of

the app. Then I can choose how I pay: at the

cashier or online. I opt for the online payment,

and enter my IBAN in the app.

I take the generated QR code to the payment

location, which stands next to the information

terminal, and in a few seconds my payment is

confirmed. No surprise. For your first online

payment, the staff needs to confirm your debit

card and compare the IBAN to the information

in the app.

Since I am not in one of the random checks,

where you have to show the purchased goods, I

can just walk out of the store with my purchase.

CONCLUSION

Technically, the app works very well, I cannot

complain about the usability. Businesses that

want to introduce this type of payment solution

must ensure that the conditions in the

store support the use of the service and that

prices are up-to-date.

Author: Julia Pott

retail trends | Issue 3/2019 23


”What’s that you’re doing with

your watch?”

An early adopter’s experience of mobile payments

I still remember the first time I used mobile

payment technology and paid for items with

my smartphone at a supermarket checkout: It

was October 17, 2018, exactly seven days after

Google and PayPal announced that users

can now add PayPal as a payment method on

Google Pay on their phones. Until then, you

could only use Google Pay in Germany with a

handful of credit cards. The partnership with

PayPal suddenly made it possible for Android

users to add their bank account as their digital

wallet without the need for a credit card or cooperation

of their bank.

Cashless payments for small transaction

amounts

I chose a major real,- supermarket in an

eastern neighborhood of Karlsruhe to make

my first purchase. Armed with a handful of

products worth 6.77 euros, I made my way

to the self-checkout machine. I scanned the

items and touched the ”credit card payment”

button. I unlocked my smartphone and held

it close to the payment terminal screen, excited

to see what would happen next. Just a

few seconds later, my phone made a familiar

two-tone sound and the receipt came out of

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24

retail trends | Issue 3/2019


TECHNOLOGY

MOBILE PAYMENT

Ever paid mobile

on a ship? That

worked right away

on the "Sassnitz".

The location was

also accurately

placed in the sea.

the terminal’s printer. The robotic voice of the

self-checkout instructed me to ”please take

your receipt and purchases. Thank you for

visiting real,- market.” Could payment really

be this simple? I left the checkout area with

the proud and confident swagger of an ”early

adopter”. My smartphone had two more notifications

for me: Both the Google Pay app and

an e-mail from PayPal confirmed my purchase

and that payment was sent.

”Available payment

methods determine

whether I buy things

at a store.”

MAXIMILIAN OBENAUS

In the past, the practice of paying small

amounts with your credit card was frowned

upon. Many retailers would actually not accept

payments under ten euros. Things have

certainly changed. A couple of days ago I

shopped at Lidl and only needed some carrots

and some lettuce. Every cash register

featured a big sign overhead urging shoppers

to ”please use your credit card for small purchases!”

I used my credit card to pay the 1.50

euros I owed and this time I didn’t get a look of

disapproval at the checkout.

Apart from the benefit that I no longer

have to carry so much cash with me wherever

I go, there is also an added safety aspect.

If you pay with cash, you also have to make

frequent trips to the ATM. Unfortunately, they

are increasingly prone to manipulation. My

ATM card has been repeatedly compromised

and my number cloned and fraudulently used

several times. Meanwhile, transactions can be

instantly tracked via the corresponding app,

allowing you to immediately report any fraudulent

activities.

Pay with your smartwatch

I always try to pay with my mobile device.

Apart from my smartphone, I also own a

Garmin Vivoactive 3 smartwatch, which includes

an NFC chip. Both Garmin Pay and

Fitbit Pay are makers of fitness watches and

trackers with models that allow you to add

account and payment information on your device

to facilitate contactless payments.

Since only a few users presently use the pay

feature on their smartwatches, there is currently

no bank that supports Garmin Pay in

Germany. Only FinTech’s VIMpay and boon.

by Wirecard afford the opportunity to set up

a virtual prepaid MasterCard via their respective

app, which can then be stored for Garmin

Pay use. But first you have to top up the debit

card to draw funds for payments. Thanks to

automatic top-up, this is not perceived as a

drawback. The boon service costs 1.49 Euro a

month. I currently use its virtual MasterCard

on my Vivoactive 3. It’s worth the fee because

it allows me to pay with my smartwatch. That’s

handy when I go jogging, left my smartphone

and wallet in the car and quickly want to buy

some milk for example.

”Contactless payment terminals”:

popularity among the retail sector

Mobile payment services are possible wherever

credit cards are accepted and credit card

terminals are NFC equipped. At this point, almost

all retailers provide this option. Even our

corner store features new terminals. I don’t

know of any grocery or department stores in

the Karlsruhe area that don’t offer contactless

and mobile payment services.

retail trends | Issue 3/2019 25


TECHNOLOGY

MOBILE PAYMENT

”To stop cashiers

from worrying

about which

button to press,

I say that I am

paying with

credit card.”

MAXIMILIAN OBENAUS

In Germany still

unimaginable, in

Scandinavia already

lived reality:

Shops that no longer

accept cash.

Things are somewhat more difficult when it

comes to German pharmacies, small specialty

stores or hair salons for example. These types

of stores still tend to rely on cash or debit cards.

I recently went to my favorite bakery and they

could not make change. The sales assistant

practically kicked me out of the store when I

suggested they should consider offering modern

payment methods. Alas, I no longer shop

there. And indeed, I am also changing my buying

patterns: Available payment methods determine

whether I buy things at a store.

How well does the method work?

So far, I have completed at least a hundred

mobile payment transactions. Not once did I

encounter a technical issue. Each transaction

was always simple and smooth with no problems.

I also never had any issues where the

amount was wrong or things were deducted

twice or not at all. That’s also owing to Google

Pay’s pragmatic implementation.

By contrast, my wife uses an iPhone and

Apple Pay. Unfortunately, she often runs into

problems: Some research revealed that older

wireless terminals still use a network protocol

that is considered obsolete and might also be

less secure. Google still supports it but Ap-

ple does not. Other countries like the U.S. no

longer allow the use of the obsolete protocol.

Many German stores still use the old terminals.

For example, if you want to pay at a Globus

hypermarket checkout, note that Google Pay

works perfectly fine, while Apple Pay does not.

Sales staff and customer reactions

With the subject still in its infancy in Germany,

reactions can vary significantly. It's

quite easy to strike up a conversation about

mobile payments with customers waiting in

line behind me. They often confess that they

have heard about mobile payment solutions

but they have never actually seen anyone use

these options.

Some cashiers are puzzled and ask me:

”What’s that you’re doing with your watch?”

They are totally baffled when the cash drawer

suddenly opens and the receipt confirms

that payment has been received. To stop cashiers

who are not yet familiar with mobile

payment options from having a panic attack

and worrying about which button they

should press, I simply say, ”I am paying with

my credit card.”

Author: Maximilian Obenaus

26

retail trends | Issue 3/2019


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retail trends | Issue 3/2019 27


Optimizing the retail cash chain

at the point of sale

How cash management systems help digitize cash

Today’s consumer can shop online or at brick and mortar

stores, or do both at the same time in some way. As a

result, the analog POS system turns digital to best meet

customer expectations. At first glance however, the concept

appears to be a failure at the checkout. Despite a

growing electronic payment trend, German consumers

are obviously still hesitant to get rid of cash. That’s why

retailers must rethink their strategy and make the transition

to digitize cash and reap the benefits.

Cash payments at the point of sale system

save time and money

The German retail sector processes nearly 20 billion

transactions on an annual basis. According to the EHI

Retail Institute, Germans still use cash in 75 percent of

individual transactions* – and this figure is staying surprisingly

robust. Even in the 21st century, which is dominated

by technology, cash is a physical, tangible asset

and unlike any digital payment option. It is frequently

asserted that cash is more time-consuming at the checkout

or is more expensive than digital payment methods

for retailers. However, Deutsche Bundesbank and the

EHI Retail institute refuted these popular prejudices in

their joint 2019 study titled ”Costs of Cash Payment in

the Retail Trade” **. Among other findings, the study indicates

that cash payments of up to 100 euros take the

least amount of time, while cash payments up to 50 euros

are cheaper than cashless payment methods.

Optimizing the retail cash chain

Time is money – a concept that also applies to the retail

sector. As a result, retailers have perfectly optimized

their supply chain from start to finish, ranging from procurement,

merchandise management and logistics to

sales and delivery. However, cash management – GLO-

RY refers to it as the ”retail cash chain” – still offers an

enormous potential for savings, which can be realized

thanks to automation and digitization.

POINT OF SALE: The customer tenders cash to the retailer

either via a cashier in a traditional checkout setting

or directly into the customer-facing cash recycler. The

system authenticates the tendered cash and dispenses

change accordingly. This enables store employees to focus

on customer service.

28

retail trends | Issue 3/2019


TECHNOLOGY

CASH MANAGEMENT

* Source: EHI

study, Card-based

Retail Payment

Systems 2018

** Source: Study

conducted by

Deutsche Bundesbank

and EHI Retail

Institute, Costs

of Cash Payment

in the Retail Trade

2019

POINT OF SERVICE: Automated

retail cash management

allows retailers

to use cash as a vehicle

for better customer service

and to drive footfall

in stores. Examples include

order-ahead options

in food service to reduce

wait times or self-service

in grocery and convenience

settings via unmanned

self-checkouts.

INCREASED IN-STORE SECURITY: Surplus cash

is stored in a secure cassette at the store. The

connected system alerts personnel to pick up

cash from a specific cashpoint and transport it

to a cash office. This enables flexibility, allowing

the back office to be managed by a store employee,

an outsourced cash-in-transit service or

is offered as a service of the property company.

BACK OFFICE: The cash from the transfer

cassettes is routed to the cash recyclers in the

back office. The respective software enables

seamless, fast and accurate transactions. The

store has sufficient cash at hand, while surplus

cash is securely stored until it is transferred.

Access to all cash is controlled and monitored

at all times. The system is scalable to allow

cash office functions to be consolidated into a

larger facility or a cash office shared with other

retailers.

SAME DAY VALUE: The cash deposit is safely

stored in a safe after it has been authenticated

by the system. It means retailers can keep track

of how much money is taken to or retrieved

from the bank or banking agency at any time.

This allows a digital validation of the cash without

the physical transfer of banknotes, resulting

in valuable advantages for retailers, such as

immediate funds availability.

CASH CENTER: Upon delivery by the CIT

provider, the physical cash is logged and processed

as deposits by various retailers and

merchants. Orders for change are prepared for

cashpoint machines, points of sale and points

of service and sent back to the retail stores to

complete the retail cash chain.

Author: Oliver Kapahnke,

Glory Global Solutions (Germany) GmbH

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retail trends | Issue 3/2019 29


TECHNOLOGY

2020: NEW REGULATIONS

New year brings new regulations

What are the big changes for German point of sales systems come 2020?

Big changes are coming to Germany’s point of sale systems

starting January 1, 2020. Two terms that are tossed

around on that front are ”Belegausgabepflicht” (the obligation

to issue a receipt) and ”fiscalization”. What exactly

does this mean and what changes are headed to point of

sale manufacturers and retailers? Here is a brief synopsis.

Compiled by Katja Laska

FISCALIZATION

What are the new

requirements?

The Act on Protection against Manipulation of Digital Records (Kassensicherungsverordnung)

enters into force on January 1, 2020. It stipulates that

electronic record-keeping systems – including computerized point of sales

systems, cash registers and printers – must be equipped with a so-called

”Technische Sicherheitseinrichtung” (a certified technical security device,

TSE) to protect against manipulation. All existing cash registers in operation

must also be reported to the respective German tax authorities.

What exactly is a

technical safety

device?

The technical safety device has three functions: it transfers, protects and

stores cash register transactions. More precisely, it features:

• a uniform interface for secure data transfer

• a safety module to prevent subsequent manipulation or

deletion of stored data

• a storage module that stores data in accordance with legal recordkeeping

requirements (accounting records must be retained for a minimum of

ten years).

At present, a certified TSE can apply to multiple POS systems. The TSE certification

is valid for five years. Respective certificates may be renewed after

expiration.

What are retailers

and merchants

required to do?

All record-keeping systems must be equipped with a TSE and reported to the

respective German tax authorities. Notification is possible by fax or letter,

forms can be obtained at the tax office. The TSE must be certified, which is

the responsibility of TSE manufacturers. Point of sales system users are not

required to handle this specific aspect. Certification of the actual point of

sale system is not necessary.

Online version:

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30

retail trends | Issue 3/2019


TECHNOLOGY

2020: NEW REGULATIONS

RECEIPT PROVISON ORDINANCE

What are the new

requirements?

What are retailers

and merchants required

to do?

Are there exceptions

or exemptions?

”Would you like a printed receipt?” – Starting January 1, 2020, this question

will be a thing of the past. All customers must then be given a purchase receipt

in Germany. This is primarily intended to prevent a retroactive deletion

of sales records.

Retailers and merchants must issue a receipt to anyone involved in a transaction.

Receipts can be issued in paper form or be made available electronically

via an app or mail, but must be delivered immediately after purchase completion.

The customer is not obligated to take the receipt.

On the grounds of legal unreasonableness (indicating an objective or personal

hardship for the individual taxpayer), the new law grants an exemption

in cases where retail items are sold to a large number of unknown persons,

such as at a newspaper kiosk for example. Retailers can apply for a tax exemption

within the meaning of § 148 AO with tax authorities. An exemption

is determined on a case-by-case basis. The exemption can also be revoked.

Want to learn more about the new Cash Register Security Regulation?

Simply turn to the next page!

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retail trends | Issue 3/2019 31

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TECHNOLOGY

CASH REGISTER SECURITY REGULATION

Cash Register Security Regulation

Status quo and remaining tasks

In Germany, the so-called Kassensicherungsverordnung

(KassenSichV or Cash Register

Security Regulation) enters into force on January

1, 2020, and will affect more than three million

point of sale (PoS) systems. At that time,

cash registers in Germany must be equipped

with a certified technical security device (TSE).

A TSE serves to protect against retroactive

manipulation of digital basic records and to

prevent subsequent tax evasion and tax fraud.

Due to the requirements for certification of

the TSE, the record-keeping system must only

be adapted to the TSE. Certification of the record-keeping

system itself is not required.

Although the KassenSichV stipulates that

existing cash registers and POS systems must

be upgraded or retrofitted by December 31,

2019, there is currently no available solution

on the market that has already been certified

by the Federal Office for Information Security

(Bundesamt für Sicherheit in der Informationstechnik,

BSI). Due to delays and changes to

the requirements as defined by the technical

requirements and protection profiles on the

part of the BSI, a fully certified and legally

compliant TSE solution is not expected this

year. As a result, the BSI will give TSE manufacturers

provisional approval to allow for on-

Online version:

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32

retail trends | Issue 3/2019


”There is currently no

available solution

on the market that

has already been

certified.”

SIMON TRAGATSCHNIG

All record-keeping

systems, including

receipt printers,

must be equipped

in accordance with

the new guidelines.

time delivery of record-keeping systems with

security devices. Well-informed sources predict

the announcement of a transitional period

by the end of September 2019. Exemption

from punishment applies during this time if a

respective security solution has not yet been

established. Notwithstanding, come January

1, 2020, taxpayers must still be able to demonstrate

an attempt at KassenSichV implementation.

In other words, they must have commissioned

their PoS manufacturer with the

installation of a TSE solution at this time.

Generally, retailers and merchants can implement

the KassenSichV by choosing between

a cloud-based or a hardware solution. At

this point, both are only subject to provisional

approval of the TSE and the Secure Module

Application (SMA) by the BSI. Full certification

is presently not an option as the specifications

for the Crypto Service Provider

(CSP) are

still under

revision. The provisional BSI approval is

granted for one year and can be extended for

an additional year. During this period, adaptation

and CSP certification must be completed.

TSE and SMA must likewise be recertified.

When using a hardware solution, all hardware

components run the risk of needing replacement

within this two-year period. Once a

TSE is fully certified (expected between 2020

and 2021), the certification is valid for five

years. The TSE must be recertified after the

expiration date. If adaptations are required in

the interim, existing TSE hardware must be

replaced after five years. It is therefore likely

that TSE hardware will result in higher costs

for field service management.

A cloud-based TSE is not affected by this

since the implementation and certification

only pertain to fiskaly cloud components, and

not the components at the ultimate taxpayer

location. In the worst-case scenario, a software

update is required if interface changes

are necessary.

Interface descriptions to connect cloudbased

systems are available online. TSE manufacturer

fiskaly makes a detailed interface

description and a test system available on the

kassensichv.io website. To facilitate an easy

integration, fiskaly provides open-source

software development kits (SDK) for various

platforms and languages at github.com/

fiskaly. The SDKs enable easy integration of

the certified SMA component directly into input

devices. Compensation mechanisms for

network failures or similar disruptions are also

included.

Author: Simon Tragatschnig, fiskaly GmbH

retail trends | Issue 3/2019 33


POS in the cloud: the networked

checkout

On the possibilities for a cloud-based point of sale system

Everyone is talking about smart industry-specific

cloud solutions. The cloud also offers the

retail sector fresh possibilities for its day-today

operations. So, it's no surprise that more

and more companies are installing point-ofsale

software connected to the cloud.

Today’s customers demand personalised

shopping, reliable product availability and comprehensive

information via various sales channels.

The new media require the networking of

sales channels for omnichannel marketing.

Point-of-sale systems and software must be

able to represent these trends. These retail

solutions should be easy to integrate into various

environments, depict all business processes

and also simple to use.

An omnichannel approach: the merging

of sales channels

Purchases used to be made online or locally.

Now, however, the various sales channels are

merging. Some customers gather information

online but make their purchase in their local

store. Others order using a click & collect system

and then either pick up their merchandise

locally or have it delivered to their home. To

make a valid purchase decision the consumer

requires consistent and comprehensive information

on all channels.

For the POS this means: the times of simply

selling goods are over. Today, POS no longer

simply means ’Point of Sale’ but ’Point of

Service’. Accordingly, stores must also offer

comprehensive information for consultation

in order to satisfy the needs of the customer -

and a POS software system must reflect these

requirements.

The processing of huge volumes of

data – and pronto!

The fashion sector provides a good illustration

of the high information density for products:

ultimately, there are numerous versions

and combinations of items. A blouse is available

with short or long sleeves and in various

shades and sizes. Furthermore, the customer

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retail trends | Issue 3/2019


TECHNOLOGY

CLOUD-BASED POS SYSTEM

”The major brands are

present around the

globe. This means that

software must operate

transnationally.”

KONSTANTIN GERGIANAKIS

wishes to know whether a product is made from pure

cotton or a textile blend and how best to care for it. This

information is generally presented with photos or videos

and the software must be able to represent it.

So a software system needs to be able to process huge

amounts of data. Large companies in particular manage

countless customer cards whose information must be

available not only locally at the POS and for which a special

architecture is required. At the same time, it should

also be possible to retrieve millions of data records without

hampering the performance of the POS.

This is possible with a cloud-based POS system such

as Yourcegid RETAIL Y2. A local customer can then be

served via browser or operating system. The POS retrieves

the necessary data from the cloud. In the event of

an outage it can operate offline. As soon as the connection

has been re-established, it synchronises automatically.

Such a retail cloud solution reduces the licence

costs for the database and other components.

Transnational functionality

The major brands are present virtually everywhere

around the globe. This means that software must operate

transnationally. Today's customer is mobile and

cosmopolitan and wants to be able to return a jacket

bought today in Paris tomorrow in London. A cloud connection

enables the networking of data which is stored

in a central database. This means a customer's data can

be accessed from absolutely anywhere.

A challenge which then arises is so-called server latency

time: if a product availability enquiry takes several

seconds, the customer notices this. The vendor must

then bridge this time with small talk or further explanations

about the desired item. To minimise latency times

cloud solutions should use several data centres.

Reliability and rapid implementation

Another advantage of use of the cloud in the retail

sector is its reliability as the availability of the systems

is guaranteed. Backups and outage precautions ensure

that it is possible to continue working locally even in the

event of a system issue.

The POS provider must ensure this availability and

provide test and back-up systems. On the system side

the challenge is that in pre-cloud times the system architecture

was distributed across several servers and sites.

As a result of centralisation on one database the architecture

is now vulnerable. This means two or three systems

must be available in parallel so that outage times

are minimised. Security is also offered by data protection,

certified data centres and security mechanisms

with assigned roles and rights.

Another advantage of a cloud solution is that it can

generally be rolled out quickly. Depending on the solution

between 100 and 200 stores can be connected in

one night, as a client is simply installed in the POS. While

the POS must meet current requirements, it does not

need to be a high-performance machine.

Better awareness and understanding of customer

needs

Up- and cross-selling work when the history of the customer

and their preferences are known. This means tips

and promotions can be tailored to their purchasing behaviour.

With a POS system such as Cegid Y2 a customer

has a single account accessible from anywhere thanks

to the cloud connection. Using smart mechanisms, they

can be actively contacted and invited to take part in special

promotions.

Over the last one to two years there has been a marked

trend away from on-premise and toward cloud solutions.

Yves Rocher, for example, has 1200 stores in various

countries and uses the Cegid Y2 POS system. This kind of

solution scores highly in particular with regard to its advantages

for international business. For without the cloud

the retailer must provide the infrastructure itself: the data

centre, maintenance and compliance with the pertinent

legislation that varies from country to country.

Author: Konstantin Gergianakis, MS POS GmbH

retail trends | Issue 3/2019 35


Goodbye paper receipts!

Interview with Amir Karimi about digital receipts stored in one app

They create a lot of work and endless waste:

tons of paper receipts from cash registers end

up with customers or the waste bin every day. In

early 2020, all consumers must be given a purchase

receipt in Germany. That’s what the law

mandates. In this interview, Amir Karimi, Managing

Director of Bremer A&G GmbH explains

how retailers can be more sustainable when it

comes to receipts and describes the added benefits

for retailers and their customers.

Mr. Karimi, what is a paperless receipt?

Most point-of-sale systems already create

a digital version of sales receipts. Right now,

these receipts are printed out for no apparent

reason. We simply keep the receipt in digital

form and send a digital copy to the customer’s

smartphone. This works via an NFC tag or by

scanning a QR code at the cash register.

What technology does this require?

Consumers simply download our free app.

Most of today’s high-end smartphones come

with built-in NFC technology. However, should

there be any issues, all users have their own

personal QR code, which is scanned at the

checkout to deliver the receipt.

With our commercial partners, we integrate

a POS system interface or create an external

device communication solution (no need to

access the POS software). We are in the process

of acquiring the technology patent.

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retail trends | Issue 3/2019


TECHNOLOGY

DIGITAL RECEIPT

Is it already in use?

The timeline will start January 1, 2020, which

is when the new law amendments take effect,

including the Cash Register Anti-Tampering

Ordinance (”Kassensicherungsverordnung”)

and the Receipt Provision Ordinance (”Belegausgabepflicht”).

What are the benefits for both retailers

and customers?

The benefits for retailers: Thanks to the new

technology, the retail industry saves money on

paper and ink and has lower repair and maintenance

cost of POS systems. This also reduces

accounting costs significantly because the

accounting department can obtain access to

the data. All of this has a positive impact on

business performance.

”Most point-of-sale

systems already create

a digital version of

sales receipts.”

AMIR KARIMI

Admin also improves customer satisfaction

thanks to speedier payment processing. This

reduces wait times at the checkout as well.

Companies that use this technology can also

promote their modern and corporate environment

commitment in a more targeted manner.

This gives them a competitive advantage

and attracts new customers.

At the same time, the consumer has a better

overview of receipts and thus a deeper understanding

of his/her spending. All receipts are

centrally stored in one place. This means customers

don’t have to look for them for tax return

purposes or warranty claims for example.

What’s more, you get suggestions on whether

items are tax-deductible.

Are some customers or retailers skeptical

about the technology?

There will always be doubts and reservations,

because we are all skeptical of new

things in the beginning. Yet you have to remember

that we don’t want to eliminate cash

register receipts altogether. We simply want

to offer a great alternative. Instead, we will

see an increase of printed receipts in Germany

starting in 2020, because the Receipt Provision

Ordinance requires retailers to give all

customers a receipt for all transactions and

purchases – whether customers would like a

receipt or not.

Are there any legal considerations in this

case? After all, customers need to have an

actual receipt if they have any complaints

or returns.

You simply show your digital receipt if you

launch a complaint or have a return. It is just

as legal and valid and not an issue. Our app

also includes a warranty tracker that automatically

alerts customers when a warranty

is about to expire.

What are some other possible applications?

All stores with electronic cash registers can

use our product. What’s more, all online retailers

can send the invoices to our app. In doing

so, customers no longer have to tediously log

into various accounts to access the invoices.

Everything is centrally stored in one place.

Interview: Natascha Mörs

retail trends | Issue 3/2019 37


A pearl among commodities

Ways to encourage impulse buys in the checkout area

It’s wonderful if customers come to retail

stores to buy things. It’s fantastic if they buy

more than they planned to purchase. This offers

many opportunities, especially for brick

and mortar retailers as surveys show: customers

are more susceptible to making impulse

buys in a retail store environment.

Checkout counters are a great chance to entice

customers because typically the customer

has already made a purchase decision and

is now ready to pay. Adding a low-ticket item

to his/her basket is not a big decision. What’s

more, it’s much easier and more effective to

appeal to all the consumer’s senses at an instore

point of sale system versus online or

through advertising brochures. After all, the

captive audience of customers waiting in line

has time to browse items on display.

But how do I get customers to make an unplanned

purchase?

Seeing is buying

For starters, retailers must make sure that

impulse buys are visible for people who are

waiting in line. This may sound trivial and goes

without saying, but one should not underestimate

the impact of this aspect: products that

are not in the consumer’s field of view – either

they are hidden behind other items, pushed

back by shelf labels or simply out of stock – will

not be bought. Keep in mind: once customers

are finally at the cash register, they will no longer

ask employees where they can find more

of their favorite chewing gum.

Incidentally, retailers should also consider

their target audience in this setting: a mostly

female customer base tends to be shorter

than male customers. That’s why shelf heights

should be adjusted accordingly. If there is a

higher percentage of older customers, impulse

products should not be placed too high

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MARKETING

IMPULSE PURCHASE

”We aren’t rational

beings, we rationalize

our actions – especially

with money.”

BRAD KLONTZ

or too low on shelves as bending down and

squatting can be difficult for this client base.

Remember that children will only pounce on

chocolate they are sure to see.

Neatness is the root cause of all

decisions

Visibility and neatness go hand-in-hand. If

the checkout area is cluttered with too many

items, it is difficult for customers to notice

products and make a decision. In this setting,

too many product choices can lead to stress.

After all, the time consumers wait in line is limited

and nobody wants to let too many people

get in front of them.

A carefully selected and nicely arranged product

mix allows a quick overview and easy decision.

The product selection should be based

on the average wait time and available space.

In some stores, shelves strategically line the

checkout lanes where customers wait in line

to pay. Why wouldn’t you offer a nice selection

of products if customers have to wait in line

anyway?

Easy to grasp

This premise – to encourage customers to

buy on impulse – dictates what type of products

work best in the checkout area. Items that

require further explanation or consultation,

such as night cream moisturizers for specific

skin types should only be placed in this area if

staff is available to be consulted. Best suited

in the checkout zone are simple staples and

popular low-ticket items, where functionality

is paramount, which includes batteries, chewing

gum, and cable straps.

The products should also have a manageable

size. Customers who are not out shopping

with their car and use their bike or public

transportation or are on foot, carefully consider

what they can carry. After all, it’s not easy to

add a lava lamp to your shopping bag.

8 IN 10

COSUMERS

make their impulse purchases in a

brick-and-mortar store.*

450 $

That’s how much Americans spend every

month on average on impulse buys.**

are impulsive.**

1 IN 5

PURCHASES

3 IN 4

AMERICANS

buy the candy at the register.**

*Source: CreditCards.com poll conducted by Princeton Survey Research Associates International in 2016 on 1.003 U.S. residents

** Source: Slickdeals survey conducted by OnePoll in 2018 of 2,000 Americans about impulse spending

retail trends | Issue 3/2019 39


MARKETING

IMPULSE PURCHASE

Signage – the town crier of the checkout area

When you walk towards the cash register or stand

in line, you have time to look around - and sometimes

a well-crafted sign or display catches your eye. Less is

more in this setting: it’s better to feature a well-placed

point of sale display that catches your eye and stands

out versus too many options that are distracting and

render each other ineffective.

Needless to say, displays on sales counters and cash

desks are very striking and catchy. However, retailers

should also keep in mind that these are usable surface

areas. You can create a great shopping experience if customers

know they can put down their wallet and purse

without worrying that they might accidentally knock

down several displays.

A town crier is actually a very fitting analogy in this setting:

just like the product mix, the message must be simple,

understandable and attractive. ”2-for-1”, ”½ price”,

”this week only” – it is difficult for consumers to escape

these strong stimuli because their curiosity is piqued.

Looking for a great deal

Once the shopping tasks are nearly completed, it’s

time for the icing on the cake. This is the moment when

retailers can ”strike” one more time. They can take advantage

of the feeling of self-satisfaction when customers

can say ”My shopping is done”. It’s when customers

allow themselves the occasional splurge as a treat or find

a great deal as the icing on the cake.

THERE ARE SOME SUCCESSFUL

IMPULSE TRIGGERS THAT WORK

WELL, FAST AND ALMOST

UNIVERSALLY:

Exclusivity

”Only available here!”

Excitement or Novelty

”Brand new, be the first one!”

Limited Quantity or Urgency

”While supplies last!”

Reference

”Experts recommend”

Personalization

”Add your photo”

Promotion/Value

”Buy one, get one free!”

Author: Julia Pott

40

retail trends | Issue 3/2019


Advertorial

Making space, presenting, selling

More space in chilled shelves with POS TUNING

Products that cannot be shown at the point

of sale cannot be bought. Too little space in

the chilled shelves also means less turnover

for retailers. The solution is apparently quite

simple: one more chilled shelf per shelf axis.

POS TUNING, the specialist for optimal product

presentation at the point of sale, now

makes this possible. With the new POS-T

PlusOne chilled shelf, retailers get up to 20%

more space in the plus refrigeration. Where

four shelves previously had space, five shelves

now fit into the shelf. The clou: the POS-T

PlusOne chilled shelf is so sturdy thanks to its

special design that a front folded edge is not

necessary. This saves space, one more shelf is

installed, and customers continue to get their

desired product comfortably. The ideal complement

to this is the pushfeed system POS-T

Compartment C90. At the same time, this ensures

a permanent front presentation of the

products on the shelf - even for particularly

narrow and tipping products. This also en hances

the freshness area. The shelf looks tidy and

appealing. Shoppers find their product quickly

and reliably, even when stocks are low. The

retailer has less effort in shelf maintenance

and fewer markdowns. ”The shoppers appreciate

a good orientation in the market and at

the shelf. A long search can lead to an aborted

purchase. With the new POS-T PlusOne chilled

shelf together with our pushfeed system

Compartment C90, the retailer gets the perfect

combination,” says Andreas Hipp auf, Head of

Product Management at POS TUNING. The

new chilled shelf can be used for all categories

in the chilled zone: sliced cheese, sliced meat,

convenience of all kinds, bag of salads, chilled

drinks and much more.

MORE:

• turnover

• space

• overview

• order

• orientation

• visibility

• stabilisation

• availability

• accessibility

retail trends | Issue 3/2019 41


Distract

or divert!

How to engage customers

at the checkout

Retailers and retail designers spend a considerable

amount of time discussing and juggling a crucial

aspect of the customer experience at the point of

purchase: the checkout. To be fair, it’s not easy to turn

the moment when customers have to pull out their wallet

and hand over money into a positive conclusion of the shopping

experience. But there are ways to do just that.

Wait times affect your customers’ experience

First of all, checkouts need to be easy and intuitively to find. It

needs to anticipate customers’ needs by featuring a small selection

of low-commitment product options, and it must be clearly

visible. What’s more, the checkout area should be ”family-friendly”

with wide aisles that can easily accommodate a shopping cart,

a stroller, plus two kids bustling around. Shopping with children is

challenging enough, don’t make it even harder or parents will get

annoyed and find ways to stay away.

There is also nothing more frustrating than waiting in a long line at

the only open checkout counter, while all other checkout lanes are

closed. Checkout lines need to be monitored for efficiency. Retailers

must communicate that they value their customers’ time.

During my time at Envirosell – run by shopping and

marketing guru Paco Underhill –, we conducted studies

showing that when checkout lines last less than three

minutes, 75 percent of consumers looked more favorably

on the service they received. But when

a wait takes longer than three minutes, the

shopper’s perception changes and the overall

shopping satisfaction drops dramatically. Of

course, shoppers behave differently in New

York, Atlanta, Munich or Barcelona, but wait

times obviously have a significant impact on

satisfaction.

What does that mean for structuring the

checkout process? We can either add more

service – oriented sales associates at checkout

lines or we can manage lines better with

the help of technologies such as cashierless

checkouts, self-service checkouts, self-scanning

solutions and mobile payment options.

42 retail trends | Issue 3/2019


MARKETING

QUEUE MANAGEMENT

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Entertaining with great bargains

We need to manage perceived versus actual

wait times better by finding ways to either

distract or divert our customers’ attention

away from the wait. Think of Disney, or use

technology to inform customers how long the

wait might be. Shoppers need to know what to

expect while they are waiting in line.

Granted, shoppers are more distracted than

ever using their smartphones while waiting

in line – checking their Instagram account or

comparing prices online. It keeps getting harder

for front-end categories to attract the customer’s

attention.

As incredible as it may seem, 70 percent of

what we buy are impulse purchases! Use promotions

with a sense of urgency, especially

during the holiday season: ”Buy it now before

it’s gone!” Think of Zara’s successful business

model. The retailer always offers something

new, unique and exciting at the right price,

with changes at least every couple of weeks.

Many shoppers are influenced by social

media, mobile apps or marketing campaigns.

Keep your customers updated on novelties,

promotions and limited edition products. And

thanks to location-based marketing options,

you can reach your customers’ smartphones

when they’re in the store.

Personalization & personnel

And last but not least, retailers need to train

their associates to become problem solvers

and use data to personalize the checkout, or

soon they will be find themselves replaced

by self-checkouts. Consumers ”buy” the front

staff before they buy a product. If the sales

associates at a supermarket are not up to

customers’ expectations, they’ll shop somewhere

else.

It is easy to personalize the shopping experience

in a small town where sales associates

are neighbors and acquaintances, but it becomes

more challenging in a big city. That is

why retailers have to make great use of data

to get to know their customers better. That’s

also how sales associates get the information

they need to personalize the shopping experience.

Shoppers want to feel welcome, heard

and understood.

Retailers will compete for empathetic employees

capable of building long-lasting relationships

driven by loyalty; they should reward

them accordingly.

It is a nice touch to hire experienced seasonal

employees to do a fantastic job at gift-wrapping.

If you set up a well-equipped designated

gift-wrapping station in the checkout zone,

never use the cash desk itself as a wrapping

station. It can be the kiss of death if the checkout

process slows down during the holiday because

of that.

And for the icing on the cake: Don’t forget

to reward your customers and thank them for

their visit with an eco-friendly, fun and precious

bag to extend their visit. After all, your

customers can become your greatest brand

ambassadors.

”Retailers will compete

for empathetic

employees capable of

building long-lasting

relationships.”

AIDA MASDEU

Author: Aida Masdeu,consumer behavior

analyst & shopper marketing consultant

retail trends | Issue 3/2019 43


How to turn your cash register

into the village hub ...

... with opportunities for community engagement

The checkout zone is not only the actual, but

also the emotional conclusion of the purchasing

process. Top or flop - the experience at the

cash register can impact how customers rate

their overall shopping experience. For retailers,

this is also the last chance to make a great lasting

impression as a brand and service provider.

A key way to set your business apart from the

competition is to offer more than just a place

where payments and transactions are processed.

Your employees interact directly with

customers at the cash register – a chance that

should definitely be used! Ideally, your customers

will later associate the faces of your staff

with far more than just the checkout process.

Deliver the total package

In times when customers have seemingly

endless choices of products they can order online

and get delivered the next day, many brick

and mortar retailers wonder how they can

stay relevant. One strategy is to provide both

goods and valuable services.

What are some things that will make your

customer’s day-to-day life a little easier?

Which simple things can earn you high scores

with customers, making sure they keep coming

back to your store? ”When I shop at XYZ

store, I can also withdraw cash, take care of

any returns, pay my bill, check the bulletin

board for the latest help wanted ads in the

neighborhood and donate my old CDs to

the local charity shop. All at the same time.”

Some other practical ways to help customers

are hazardous waste collections of ink cartridges,

paints and varnishes, LED light bulbs

or aerosol cans. This saves your customers

legwork and time.

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retail trends | Issue 3/2019


MARKETING

LOCAL SERVICES

If retailers offer these types of services or similar ones

at the cash register, the retail checkout process can turn

into an amazing customer experience. Customers leave

the store with the great feeling of having crossed off

tasks from their to-do list in addition to ticking off their

shopping list. Ideally, this turns retail stores into a go-to

place for any customer matters. Now you may ask yourself:

How can I accomplish this?

Localism – Become a key interface

Globalization is so yesterday? That’s a slightly exaggerated

claim but the fact is: There is a trend towards

regionalization. People - including younger generations

- are making a symbolic return to their immediate environment.

How can you take advantage of that? Take a

look around your community – your town, your district –

and take inventory. What is happening, what are citizens

concerned about, who needs help and who offers what

types of services?

Always stock the local newspaper and sell or give away

local magazines. Become a part of an event by displaying

flyers and posters and selling tickets. Feature local information

on your point of sale screens, including news,

event announcements or the local weather forecast.

It doesn’t always have to be the Football Champions

League. Why not approach fans of the local fencing, Frisbee

or fly fishing club? Split the cost for fan merchandise

that fans can buy at your store. Sell tickets and have your

name prominently displayed as a sponsor and partner.

Get involved with a good cause and encourage your

customers to do the same. Is there a Kindergarten project

or a local volunteer fire department that you can support

by displaying flyers and collecting donations at your

point of sale? In the best-case scenario, you get the media

spotlight, promote a sense of community, and your

customers, who put two euros in the donation jar at the

checkout go home with a good feeling they associate

with buying at your store.

about a specific product. What kind of employer are

you? Show photos from the last company outing and

add a salesperson job ad.

Analog photo prints, pinboards, digital signage or

display panels above, behind and along the checkout

counter perfectly lend themselves to this. Thanks to

an attractive design and regular updates, they become

great conversation starters with customers. (But please

make sure you obtain copyright permissions to use any

images and graphics.)

Take advantage of events and occasions

Focus on events and activities in your town or community.

How can you inform people about it, get involved

or get your customers involved? Splurge on a great marketing

campaign with branded marketing items and

promotional giveaways that reference an event or local

attraction: beach umbrellas, handheld fans, chair cushions,

fans, snacks and drinks. Souvenirs and postcards

make perfect gifts and keepsakes and people often tend

to pick them up as an impulse purchase in addition to

any planned purchase.

The start of a new season or holidays is always a great

opportunity to redecorate the store and checkout area.

Such occasions are also perfectly suited for small gifts or

impulse products. Ideas include ice cream on hot days,

teas and cough drops during cold and flu season and

mini rabbit toys for Easter.

What’s more, holidays and ancient celebrations make

entertaining content. ”Did you know that Halloween has

been celebrated for more than 6,000 years? I just learned

this at XYZ department store. That's also where I found

these Dracula-style gummy bears.” This word-of-mouth

advertising is worth its weight in gold.

Author: Julia Pott

Put down roots and promote your brand

”Do good and talk about it!” The checkout zone is indeed

a great place for that. Customers have time to look

around while they wait in the checkout line. Showcase

your local community engagement and efforts on your

social media channels – with content that practically

writes itself. Update donors on your campaign’s progress

and post about the Frisbee team’s success, which

you sponsor. This is how you claim your place in the community

and show how much you care about its people

and local life.

Take this opportunity to introduce yourself, your

company and your employees. Do you have a story

to tell? Perhaps it’s the company’s history or how the

company got its name or why you are so passionate

retail trends | Issue 3/2019 45


BUSINESS MIRROR

Omni-Channel

ROQQIO Commerce Solutions

ROQQIO Commerce

Solutions GmbH

Harburger Schloßstraße 28

21079 Hamburg, Germany

Phone +49 40 570 103 -110

kontakt@roqqio.com

www.roqqio.com

The basis for the technology

solutions presented by ROQQIO

is ”Seamless Customer Journey”.

Here, the ROQQIO Commerce

Cloud is linking all possible sales

channels such as the web shops,

markets and over-the-counter

points of sale (POS). All the listing,

ordering and logistical processes

are managed in one centralised

backend system. This makes it

possible to integrate the ROQQIO

Commerce Cloud seamlessly into

the existing infrastructure. For

example, data from a Product

Information Management (PIM)

system can be imported, centrally

managed and provided to the sales

channels in the required formats.

Incoming orders from various

channels are homogenised in the

ROQQIO Commerce Cloud and

provided to the downstream sys-

tems. This means that even while

further sales channels are being

linked, the backend infrastructure

remains unchanged, thus greatly

reducing the investment and the

time-to-market.

Networking with the POS allows

all the information about the customer

and his orders from the

online world to be available in the

branch, which facilitates seamless

handling of omni-channel processes

such as Click & Collect or Returnin-Store.

Furthermore, ROQQIO

offers in-store and customer apps

for curated shopping as well as digital

racks or self-checkout.

The BuyBye app, for example, allows

customers to scan product

barcodes in-store with their own

smartphone and upload them to

the digital shopping cart of their

BuyBye app.

POS systems

Toshiba Global Commerce Solutions

Toshiba all-in-one POS-Terminals

Toshiba POS-terminals enable associates

to deliver quicker, enjoyable

experiences for shoppers. To meet

the varying business needs of the

different retailers two models of

all-in-one terminals are available:

On the Toshiba TCx 800 extensive

accessory ports provide a rich set

of connections native on the system

head, built into the table top

stand, or on the USB-C attached

hub for accessory attachments.

Multi-touch screens are available

in three different sizes from

15"(4:3) and two wide screen options

15.6" or 18.5" (both 16:9).

They can be adjusted in positions

from 90 degrees to lay-flat design

based on business requirements.

For robust performance the memory

is expandable up to 32GB and

various current Intel processors

are available.

While the TCx 800 model is highly

flexible, the T10 model is only

available in a single configuration.

This enables a price/performance

ratio that allows retailers to benefit

simultaneously from a low

price and high quality. The 15"

display easily adjusts with layflat

mechanics. Multiple dedicated

POS ports including USB and

RS232 are available directly at the

display. The Intel Celeron J1900

and the 4GB memory ensure high

performance.

Toshiba Global Commerce

Solutions

Carl-Schurz-Straße 7

41460 Neuss, Germany

Phone +49 2131 4019-0

kontakt@toshibagcs.com

www.toshibacommerce.com

46

retail trends | Issue 3/2019


BUSINESS MIRROR

POS communication

Posiflex

The Posiflex Advantage: Integration

of POS Machines, Interactive

Kiosks & Modular Kiosks

Posiflex has been known as a

leading brand in POS terminals.

By acquiring KIOSK Information

Systems (KIOSK) in 2016, Posiflex

has grown its strategic solution

portfolio to self-service industry.

Now Posiflex has the full range

of product lines includes desktop

POS, all-in-one POS, hybrid mobile

POS, Kitchen Display System,

POS peripherals, interactive kiosks

and modular kiosks.

Posiflex’s kiosks come in various

forms, with configurable component

options to accomplish specific

transaction needs. Posiflex

TK Series interactive kiosks are

highly configurable to match the

functionality and aesthetics of the

deployment environment.

The Paragon TK-3200 Series has

a sleek, yet durable enclosure.

The 32" P-CAP touch screen provides

a vivid and sophisticated

human-to-machine interface. The

Paragon can be deployed as a

wall-mount or free-standing unit.

It supports scanning and printing,

NFC technology, MSR, biometric

identification, and has a customized

bracket option for EMV payment

devices.

The Stellar TK-2100 Series can

be configured as a counter-top or

pedestal, providing modular deployment

options within the same

standardized series. The enclosure

features a 21.5" touch screen and

can be configured with a wide variety

of components to support

the most common transaction requirements.

Posiflex, Technology, Inc.

No. 23, Datong St., Tucheng Dist.,

New Taipei City 23679, Taiwan

Phone +886 222 685 577

sales@posiflex.com.tw

www.posiflex.com

Sales promotion

VKF Renzel

Enterprise for sales promotion

Since the company was established

in 1985, VKF Renzel GmbH

has quickly developed in to a leader

in the field of sales promotion.

VKF Renzel is an internationally

active concern which distinguishes

itself through its closeness to

its customers. The company has

over 24 branches including partners

just in Europe and also sites in

the USA and China. Items can also

be customised using in-house production

facilities.

The wide range offered by VKF

Renzel supports customers in

industry and trade with optimal

display of goods or services at the

point of sale.

Among other things this includes

promotional displays, giveaways,

digital signage, pricing displays as

well as shopfittings. In the field of

shopfitting the newest generation

of stock pusher systems has just

been introduced: the Twin Pusher.

It combines stock pusher and divider

in one product.

Through this combination, the

Twin Pusher prevents items from

moving sideways so it is ideal for

round products.

The customer experiences an even

and attractive view of products on

the shelf at all times.

VKF Renzel

VKF Renzel GmbH

Im Geer 15

46419 Isselburg,

Germany

Phone +49 2874 910-0

info@vkf-renzel.de

www.vkf-renzel.de

retail trends | Issue 3/2019 47


BUSINESS MIRROR

Payment

CCV Deutschland GmbH

More flexibility in payment –

thanks to Android and CCV’s own

app store

What do retailers today ask for

when it comes to payment in his

daily business? We know: He asks

for an innovative payment terminal

with a high secure app store,

which allows him more flexibility

and support in his daily business

combined in one device.

Everyone knows and uses apps on

their smartphones - now, in 2019,

it is time to bring apps and their

advantages also on payment terminals.

The new CCV Android terminal

CCV Mobile A920 convinces with

all commonly known and appreciated

advantages of a smartphone:

usability, connection to WLAN

or Bluetooth, long battery life. In

combination with the CCVStore,

every business-related app – like

e.g. merchandise management

systems, reservation apps for catering

or delivery - can be easily

installed and immediately used.

However, no worries: Every app

has to pass a strong verification

check before the app will be available

at the CCVStore.

Benefit from 25 years payment

experience in such a new way of

payment solutions.

Get to know our Android solutions

with our own CCVStore and learn

more about this new and pathbreaking

way of payment in our

whitepaper on:

www.ccv.eu/de/android

CCV Deutschland GmbH

Gewerbering 1

84072 Au i.d. Hallertau,

Germany

Phone +49 8752 8640

sales@de.ccv.eu

www.ccv.eu/de/android

Smart digital labels and pricing automation

SES-imagotag

For 25 years, SES-imagotag, has

been the trusted partner of retailers

for in-store digital technology.

SES-imagotag is the worldwide

leader in smart digital labels and

pricing automation and has developed

a comprehensive IoT and digital

platform that delivers a complete

set of services to retailers.

The SES-imagotag solution enables

retailers to connect and

digitally transform their physical

stores; automate low-value-added

processes; improve operational efficiency;

inform and serve customers;

ensure information integrity

to continuously optimize on-hand

inventory; prevent stock-outs and

waste and create an omnichannel

service platform that builds loyalty

and meets evolving consumer expectations.

Its strategy is based on O2O (Offline

to Online) convergence trend

which will drive a massive wave of

digital transformation in physical

retail. E-commerce giants have

understood that the future of retail

is omnichannel and recently made

numerous large investments in

brick & mortar retailers.

SES-imagotag

Deutschland GmbH

Bundesstraße 16

77955 Ettenheim, Germany

Phone +49 7822 86 199 60

Fax +49 7822 86 199 619

info.de@ses-imagotag.com

www.ses-imagotag.com

48

retail trends | Issue 3/2019


BUSINESS MIRROR

Front facing solutions

POS Tuning

More success at the point of sale

has been our promise since the

company was founded in 1998.

As Europe's largest manufacturer

of front facing systems, we develop

solutions that are profitable for the

retailer, for FMCG companies and

for the shopper.

From the realization that you can

only buy what you see, our first

product was an automatic pushfeed

system. Further successful and

award-winning developments have

meanwhile been established in the

market as new standards of product

presentation. Whether sweets,

beverages, frozen food or drugstore

products - we have the right

solution for every category.

POS TUNING also offers gliding

systems for heavy products, slowmotion

pushfeeds for stacked

products or glass bottles, lift systems

and LED lighting.

With all our solutions we are tuning

the point of sale. Products are

always visible, accessible and available

for the shopper. The orientation

at the shelf and the shopper experience

in total is highly improved

by front facing. Positive effects are

a reduced shelf maintenance effort

in retail, a significant increase in

turnover, fewer out of stocks and a

higher shopper satisfaction. These

results have been proven in many

case studies with our customers.

We deliver our products in 120

countries worldwide. Besides headquarter

and production in Germany,

we have four subsidiaries/sales

offices and many exclusive partners

around the globe.

POS TUNING Udo Voßhenrich

GmbH & Co. KG

Am Zubringer 8

Industriegebiet Meerbrede

32107 Bad Salzuflen, Germany

Phone +49 5222 36965-0

info@postuning.com

www.postuning.com

Payment

VR Payment GmbH

We clear the way: For the

payments of tomorrow

VR Payment is one of Germany’s

leading payment providers, and

the only full-service provider from

the German banking sector. As

specialists for cashless payments

of the Genossenschaftliche Finanz-

Gruppe Volksbanken Raiffeisenbanken,

VR Payment develops

innovative solutions for online and

offline trading that focus rigorously

on the needs of the market.

In 2018 VR Payment was responsible

for a total transaction volume

of around 38 billion euros,

from network operation and card

acceptance to innovative in-app

solutions encompassing around

120,000 terminals and 4.7 million

credit cards.

With VR Payment, the marketplaces

of tomorrow could be everywhere:

Platform-oriented concepts

are an essential component,

as are links to B2B or regional marketplaces.

The company also offers

solutions for quick entry to internet

commerce, including the payment

solution.

As part of one of Germany’s largest

financial networks with 18.5 million

members, VR Payment has strong

regional roots and combines this

with global expertise.

With the VR-pay:Me app that was

launched in July 2019, traders and

service providers can for the first

time accept 110 million giro cards

in Germany using the domestic

girocard system via smartphone.

Maestro and VPay are supported,

as are credit card and smartphone

services such as Apple Pay and

Google Pay.

VR Payment GmbH

Saonestraße 3a

60528 Frankfurt am Main,

Germany

Phone +49 721 12 09-0

Fax +49 721 12 09-66 92

info@vr-payment.de

www.vr-payment.de

retail trends | Issue 3/2019 49


BUSINESS MIRROR

Cash point and office solutions

INKiESS

Cash logistics will become cost efficient

while using INKiESS products

at the POS or in Back Office.

Among the wide range of INKiESS

cash drawer inserts one of the

most popular is model 814 RE.

(optional available with lid).

INKiESS drawer inserts are implying

a crucial additional benefit for

cash systems, which usual coin tills

do not feature. They do optimise

cash balancing by ”reading off

instead of counting”, which means

coin counting within less than 2

minutes. No maintenance, no

software, no changing over of

tills (at weighing) is necessary.

Easy handling: Single coins or

rolls are easily sliding into coin

compartments, ranging will go on

automatically within short time.

Giving change single or 5 coins in

one can be grasped easily. False /

foreign coins will be recognised at

once. New coin rolls can be verified

for completeness.

INKiESS coin counting inserts are

granting survey and security at any

time, which means time saving,

mental relief and error prevention.

They are available for most of the

leading cash systems and drawers.

For more information please see

inkiess.com/the-assortment/inserts-for-cash-drawers.htm.

Specific modification is possible.

Especially if cash will be kept in

house INKiESS is offering a variable

solution for counting, sorting

and storing for coins, banknotes,

cards and vouchers. For more

practical cash logistic devices

for sorting and storing coins and

banknotes we will be glad to

inform you.

INKiESS Margot Voss GmbH

& Co. VOSCOPLAST KG

Buckower Damm 30

12349 Berlin, Germany

Phone +49 30 / 600 93-0

Fax: +49 30 / 600 93-230

info@inkiess.berlin

www.inkiess.berlin

IMPRINT

retail trends is a special issue of iXtenso.com – Magazine for Retailers

Managing editor: Mareike Scholze

Production management: Katja Laska, k.laska@ixtenso.com

Editorial team: Katja Laska, k.laska@ixtenso.com;

Julia Pott, j.pott@ixtenso.com

Authors: Konstantin Gergianakis, Oliver Kapahnke, Katja Laska, Aida

Masdeu, Natascha Mörs, Maximilian Obenaus, Julia Pott, Carsten

Schemberg, Simon Tragatschnig

Readers service: Nicole Schlüter, service@ixtenso.com

Advertising department:

Inga Kuhlow, i.kuhlow@ixtenso.com

Layout: Carina Schmitt, DRILLING GmbH

Printing house: Rautenberg Media & Print Verlag KG, Troisdorf

All rights reserved, including distribution via the Internet, television,

photographs, sound carriers of any kind. The published contributions

of the authors do not necessarily reflect the opinion of the editors.

Publishing House:

beta-web GmbH, Celsiusstr. 43,

53125 Bonn, Germany

info@beta-web.de, www.beta-web.de

Tel.: +49 (0) 228 919 37-35

Publisher: Michael Wackerbauer

Photo sources:

Cover: PantherMedia/happyalex

Page 4: iXtenso/Scholze; Page 5 (from top to bottom): iXtenso/Pott, Eslage & Voss GmbH; Page 6-7: atelier 522; Page 8 (from left to right): PantherMedia/

Viktor Cap, PantherMedia/Wavebreakmedia ltd, PantherMedia/odua, PantherMedia/Vadymvdrobot; Page 9: ifaa (photo: Tanja Walck); Page 10-12:

BoykoPictures/Envato; Page 14-15 (from left to right): panthermedia/cookiecutter, iXtenso/Pott; Page 16: Cash Payment Solutions GmbH, Max Threlfall; Page

18: PantherMedia/Pavel Vorobyev; Page 19: VR Payment GmbH; Page 20: iXtenso/Pott; Page 21-23: Photos: iXtenso/Laska, screenshot: iXtenso/Pott (source:

Knauber Payment App); Page 24: PantherMedia/SeventyFour; Page 25: screenshot: Maximilian Obenaus (source: Google Pay App); Page 26: Maximilian

Obenaus; Page 28-29: Glory Global Solutions (Germany) GmbH; Page 32-33 (from left to right): PantherMedia/stokkete, PantherMedia/vetkit, fiskaly GmbH;

Page 34-35 (from left to right): PantherMedia/Monkeybusiness Images, Lutz Rohrbeck; Page: 36-37 (from left to right): PantherMedia/AndreyPopov, admin;

Page 38: PantherMedia/sylvae; Page 40: PantherMedia/ArturVerkhovetskiy; Page 42: Nathan Dumlao/Unsplash.com; Page 43: Cristobal Lopez; Page 44-45

(from left to right): PantherMedia/Stefan Balling, PantherMedia/alexraths

50

retail trends | Issue 3/2019


Last page? Ooh. Don’t panic!

The next issues are around the corner:

retail trends 1/2020

EuroShop 2020

Publication date: 2020/02

TOPICS Store design | shopfitting | visual merchandising |

lighting | retail technology | artificial intelligence | security |

POP marketing | business management | energy management

retail trends 2/2020

Retail technology

Publication date: 2020/06

TOPICS Self-checkout systems | mobile payment | security,

virtual reality | data management | business analytics | robotics |

epos systems | IT solutions | hardware | software | e-commerce

and many more

Never miss the latest issue of retail trends!

Get your magazine with an email to service@ixtenso.com

retail trends | Issue 3/2019 51


52

retail trends | Issue 3/2019

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