1. DESIGNING THE NEW
SHOPPER EXPERIENCE
PRESENTS
The
OF
FUTURE
RETAIL 2016
@PSFK | #FutureOfRetail
SUMMARY
LABS

2. GET THE FUTURE OF RETAIL 2016
The 6th annual report delivers insights on how to
design the new shopper
experience to build value, drive sales
and boost loyalty.
-10 actions every retailer can adapt to redefine the
shopper experience
-20 key trends driving change in the marketplace
-Future service concepts for top brands
-Perspectives from leading retail experts across the
globe
-Plus an 80+ page full presentation
Download a full copy of the Report at:
psfk.com/future-of-retail
Access all Reports and Debriefs as a PSFK
Members: psfk.com/membership

3. ABOUT THE REPORT
Piers Fawkes
Founder & Editor-In-Chief
PSFK.com & PSFK Labs
Over the last five years we have witnessed a radical shift in shopper
behavior fueled by the seismic impacts of mobile and social. For our
sixth edition of The Future of Retail report, I wanted to provide new
guidance to all of the companies actively lining up their omni-
channel shopping experiences in place.
Companies must look beyond traditional systems and devices and
focus on the design of an intuitive and customized shopper
experience. They must provide both utility and education to their
customers with a narrative and program rich retail experiences that
drive sales.
This report will help us all to understand the opportunities for
developing a shopper narrative and apply the lessons to their work
so we create a new era of engaging, relevant and vibrant retail.
LABS
Volume 6 | Published November 2015
Download a full copy of the report at:
psfk.com/future-of-retail

4. DESIGNING THE
NEW SHOPPER
EXPERIENCE
Scott Lachut
President of Research &
Strategy, PSFK Labs
In a multichannel marketplace, with infinite information available at the
tap of a screen, brands both big and small selling through Facebook,
Pinterest and Instagram, and mobile alerts promising the next and the
newest, today’s consumers are flooded with more options of what to buy
and where to buy it from than ever before.
Emerging technologies and their impact on consumer expectations
require companies to take a different approach to retail, regardless of
channel or platform.
While utility and relevance form a solid foundation, retailers and brands
must strive to deliver more to truly capture the hearts and minds of
today's shopper. By tapping into an ecosystem of partners and a
community of fellow customers, they can create a powerful halo effect,
generating value for all who participate.
In the Future of Retail 2016 report, PSFK describes the 10 Pillars of the
New Shopper Experience and the key trends that are driving their
adoption in the marketplace. Through the exploration of innovations in
service, technology and design we highlight the ways leading retailers,
brands and startups are responding to the demands of consumers and
differentiating themselves from the competition. Expert insights and
analysis offer further guidance as you look to inspire your organization
and develop a forward-looking retail strategy.

5. THE NEW SHOPPER EXPERIENCE
@PSFK | #FutureOfRetail
Winning the hearts and minds of today’s
shoppers can’t be accomplished with one-
off tactics, marketing campaigns or points-
based rewards. Instead brand and retailers
must develop a broader process that
considers the core needs of shoppers,
delivering utility, value and meaningful
interactions at every point along their
journey.
The graphic below visualizes four key stages
in the shopper experience lifecycle, showing
how the 10 pillars identified in our study
inform and build off one another to create a
comprehensive strategy for driving
increased engagement, repeat sales, word
of mouth and lifetime loyalty.

6. 10 PILLARS DELIVERING THE NEW SHOPPER EXPERIENCE
CREATE CONFIDENCE PERFECT PARTNERSHIPS
ELIMINATE OBSTACLES OPTIMIZE OWNERSHIP
DEMOCRATIZE ACCESS
CULTIVATE COMMUNITY
RECOGNIZE & PERSONALIZE ENCOURAGE ADVOCACY
PROMOTE TRANSPARENCY DELIVER DELIGHT
@PSFK | #FutureOfRetail
ENHANCING THE PURCHASE PATH
BUILDING BETTER RELATIONSHIPS
CREATING A VALUABLE COMMUNITY
ELEVATING THE TOP TIER

15. READ THE FULL REPORT
The 6th annual report delivers insights on
how to design the new shopper
experience to build value, drive sales
and boost loyalty.
-10 actions every retailer can adapt to
redefine the shopper experience
-20 key trends driving change in the
marketplace
-Future service concepts for top brands
-Perspectives from leading retail experts
across the globe
Download a full copy of the Report at:
psfk.com/future-of-retail

16. ACCESS
INNOVATION
PSFK membership provides you a constantly updated
database of over 50,000 ideas for you to leverage as
you build the future.
PSFK Membership includes access to:
•360+ Innovation Stories Monthly
•Archive of over 55,000 Ideas
•All PSFK Published Debriefs And Reports
•Events and Networking Opportunities
Become A PSFK Member to access all
PSFK Labs Reports: psfk.com/membership
PREMIUMPURPLEBASIC

17. ABOUT PSFK LABS
PSFK Labs is an innovation agent. We leverage the
research skills, expert network and editorial reach of
PSFK.com to offer consulting and thought leadership
services to the world's most future forward companies,
helping them develop new products, services, and ways
to interact with their consumers. PSFK Labs has worked
with Apple, BMW, Google, Nike, Red Bull, Samsung,
Target and many other leading brands.
The team also brings to life the themes of our Future of
Retail reports with ideation workshops and immersive
trend tours.
If you are interested in seeing a presentation of this
report or would like to understand how PSFK can help
your team ideate new possibilities for your brand,
contact us at sales@psfk.com

18. DESIGNING THE NEW
SHOPPER EXPERIENCE
PRESENTS
The
OF
FUTURE
RETAIL 2016
@PSFK | #FutureOfRetail
SUMMARY
LABS