This annual survey of retail trends from the business innovation team at PSFK Labs captures and contextualizes the early stages of a seismic shift that is changing the face of the retail landscape. Big-box retailers like Best Buy and Walmart are beginning to feel the heat as sales decline in the face of stiffer competition from e-commerce giants like Amazon. 'Showrooming' is the new reality. Shoppers are more educated than ever before and the ability to check prices on the fly has resulted in increased commoditization and a rethinking of how brands and retailers go about providing a differentiated offering. The pressures that companies like Amazon and Alice.com are exerting on the marketplace have forced traditional retailers to contemplate a multi-channel approach to online, mobile and bricks-and-mortar sales. PSFK's Future of Retail Report shows that a hallmark of this changing retail environment is the savvier shopper, who takes advantage of technology, is prepared to offer their personal data for a better experience, and has come to expect contextually relevant recommendations. They are actively engaged, want a say in what products get made, will evangelize offerings to get a better price for themselves and their friends, and want to be rewarded for sharing their knowledge and expertise. In our latest version of the Future of Retail report, PSFK explores the new retail reality, taking a deeper look in the trends that are driving the change in shopper behaviors and expectations as defined by Retail on Demand and the New Brand Champion. To order a full version of the Future of Retail report 2012 please visit: http://www.psfk.com/future-of-retail

1. FUTURE OF RETAIL
Reinvention & Revolution: Retail On
Demand & The New Brand
Champions

5. Modern Shopper’s Expectations
 Sophistication Based On Personal
Knowledge
 Prepared To Trade Data For ABetter
Experience
 Instant Access To Expertise
 Takes Advantage Of Technology
 Wants To Be Offered A Perfect Match

7. THE NEW BRAND
CHAMPION

8. “LET ME SELL ON YOUR BEHALF”
THE NEW BRAND CHAMPION
Setting The Stage
SHOPPER AS
By clearing the air before customers enter a store and calling out targeted
AFFILIAT
moments for valuable interactions, retailers are helping to create the
foundations of a focused and worthwhile interaction

9. MULU.ME
COMMISSION FEES EARNED BY INFLUENCING
ONLINE PURCHASES

10. TESCO
SHARING PRODUCTS ON FACEBOOK DOUBLES
CUSTOMERS’ LOYALTY POINTS

12. BARCLAYCARD RING
COMMUNITY POWERED CREDIT CARD INVOLVES CARDHOLDERS
IN CARD MANAGEMENT AND PROFITS

13. CATERPILLAR
CONSTRUCTION BRAND GETS REAL-TIME FEEDBACK FROM
CUSTOMERS ON NEW TRUCK DESIGNS

14. “HELP ME DECIDE WHICH ONE TO
BUY”
Meta-Library
By tapping into the wealth of online information by leveraging image
recognition search and augmented reality to present detailed information and
contextual relevance, users are able to use information without being tied to
a specific medium or behavior.

15. NEEDLE
SERVICE PAIRS CONSUMERS WITH BRAND EXPERTS FOR
REAL-TIME PRODUCT CONSULTATIONS

16. KYSY VAIKKA
INSURANCE COMPANY RECRUITS EXISTING POLICY
HOLDERS TO ADVISE POTENTIAL CUSTOMERS

17. “LET ME NAME MY PRICE”
Layered Virtual
Showcase
With a growing level of peer to peer communities that are working together
and searching for service answers, the right information is being rewarded
and being presented in easy formats for large groups of people to use and
share.
A new set of digital services are enabling shoppers to visually experience
and experiment with products before they buy.

18. NETPLENISH
APP LETS RETAILERS COMPETE TO SUPPLY
HOUSEHOLD GOODS

19. BUYAPOWA
WEBSITE PROVIDES BULK DISCOUNTS ON
POPULAR PRODUCTS

20. Modern Shopper’s Expectations
 Sophistication Based On Personal
Knowledge
 Prepared To Trade Data For ABetter
Experience
 Instant Access To Expertise
 Takes Advantage Of Technology
 Wants To Be Offered A Perfect Match

23. “Give Me Personal Attention And Better Service”
Service With An Opt In

24. NEIMAN MARCUS
LOCATION AWARE APP PROVIDES SALES-STAFF
WITH CUSTOMERS’ PREFERENCES

25. MODCLOTH
STYLISTS LOOK TO YOUR PAST PURCHASES TO
TAILOR ADVICE

26. “Teach Me How To Use This”
RETAIL ON DEMAND
Subject Specialist
SHOPPER COACHING
Staff members with specialized knowledge bases who can provide smarter
answers and product recommendations to their customers in-store, online
and over the phone.

27. MOTOMETHOD
MOTORCYCLE REPAIR SHOP INVITES CUSTOMERS TO
WORK ON BIKES THEMSELVES

28. LENBROOK
EXPERIENCE ‘POP-UPS’ SHOW CUSTOMERS HOW
TO ACESS HIGHER AUDIO PERFORMANCE

29. “LET ME SHOP WHAT I LIKE”

30. GLIMPSE
SOCIAL SHOPPING CHANNEL USES FACEBOOK
‘LIKES’ TO BUILD CUSTOM CATOLOGS

31. PICKIE
PERSONALIZED MAGAZINE SHOWCASES FRIENDS’
LIKES AND SHARES

32. “LET ME BUILD THE PERFECT ONE FOR ME”
Experience Centers
Best-in-class brands are creating experience centers where consumers are
approached, not only as shoppers, but as sophisticated learners who are
eager to engage and create

33. EVOLVEX
CUSTOMIZING MODULAR FURNITURE ONLINE AT
AN AFFORDABLE PRICE

34. FUJIFILM
3D PRINTING KIOSK ALLOWS RETAILERS TO
OFFER CUSTOMERS PERSONALIZED OBJECTS

35. “HELP ME CHOOSE THE PERFECT FIT”
Reading The Customer
RETAIL ON DEMAND
FIT WITH A CLICK
Opt-in services that allow customers to make their personal data available to
members of staff in exchange for the promise of tailored service, product
recommendations and optimization.

36. UPCLOAD
WEBCAM ENABLED ALGORITHM ENSURES CUSTOMERS
FIND THE RIGHT FIT ONLINE

37. SAYDUCK
AUGMENTED REALITY APP TESTS POTENTIAL
FURNITURE IN CONSUMERS’ HOMES

40. CONTACT
WHY PSFK
PSFK is a trends-led innovation company that
provides its clients with ideas and inspiration to
evolve its products, services and marketing
communications. We employ a unique methodology
to deliver trends research together with future
business concepts and user scenarios to a client list
that includes American
Piers Fawkes
Express, BMW, Microsoft, InterContinental Hotels
CEO & Founder
Group, Target and Pepsi.
piers@psfk.com
+1 646.520.4672
Jeff Weiner
Director, Business Development
jeff.weiner@psfk.com
+1 646.520.4665
+1 516.359.3453
42 Bond Street, 6th Floor
New York, NY 10012 USA
www.psfk.com