Digital Retail Innovations Report 2019

Sponsored by
DIGITAL
RETAIL
INNOVATIONS
REPORT
2019

1
Time flies and so it is with great pleasure that we can now
bring you the latest annual ‘Retail Insider Digital Retail
Innovations’ report for 2019 that adheres to its ongoing
mission of highlighting the most interesting and potentially
impactful digitally-driven innovations in the retail sector.
As with last year’s report we have very much taken a
global view because not only is it clear that innovation
knows no boundaries but the ease with which retailers
can plug into overseas applications has changed dramatically.
Retailers now scour the earth for the best and most relevant
technology solutions.
While all around us seems to change at pace there has
been one constant over recent years and it has been the
innovation juggernaut Amazon. It yet again features strongly
at the top of the table with no less than four innovations in
the top 10 positions.These highlight how Amazon is pushing
the boundaries in some of the most active areas of innovation
– notably cashier-free stores, voice recognition and cutting
edge logistics.
But it has not got the field to itself because we are seeing
lots of interesting initiatives from retailers and technology
developers of all sizes who are delivering solutions in some of
the key areas of waste reduction, delivery, payments, robotics,
and personalisation via the likes of artificial intelligence.
The innovations in the report have been ranked by an
impressive Advisory Panel, with experience drawn from across
all fields of retail.This gives the report a robust methodology
that provides it with the credibility to ensure it is hopefully
viewed as a valuable resource.
Each of the Panel independently scored the 60 innovations in
the report across four different criteria – how innovative, how
potentially commercial, potential influence across the sector,
and potential benefit to consumers – with the results shown in
separate ranked tables as well as the main table based on the
grand totals.
For their massively valuable input into the report I would like
to thank each member of the Advisory Panel who generously
gave up their time and diligently spent hours toiling away
marking up their scores.
I’d also very much like to thank Webloyalty for its ongoing
sponsorship of this report and for it being such a great partner
of Retail Insider.With the pace of change accelerating it will be
interesting to see how this year’s innovations have developed
when we begin the search for next year’s. But let’s first take
a deep breath and reflect on what has been a great year for
innovation in the retail sector.
GLYNN DAVIS
Retail Insider | @GlynnDavis
Introduction 01
Advisory panel 03
Methodology 05
INNOVATION RANKINGS
Top 60 global innovations 06
Top 20 most innovative 21
Top 20 most potentially commercial 22
Top 20 most potentially beneficial to consumers 23
Top 20 most potentially influential across the sector 24
CONTENTS
1

For the sixth year running,Webloyalty has the honour of
sponsoring Retail Insider’s Digital Retail Innovations Report.
We’re excited to be celebrating some of the brightest ideas
from the most forward-thinking and brave brands.
Changing commercial environments and emerging technologies
are having a clear impact on the pace of change, and in turn
are changing the rules of engagement.While store closures,
business failures, job losses and tough seasonal performances
have dominated the ‘fight for survival’ headlines, this report
illustrates that retailers focusing on digital innovation are
achieving competitive edge by delivering unprecedented
value, convenience and experience.
While some businesses clearly have the digital infrastructure
and capabilities to innovate (take Amazon with an impressive
four innovations appearing in this year’s top ten), others are
leaning on collaboration to achieve their strategic advantage.
Collaborative strategies throughout this report span; delivery,
payments, robotics, artificial intelligence, waste reduction
and social selling. Evidently, these brands are supporting
each other and sharing the value created with their shared
digital endeavours.
It’s on this note of collaboration that I’d like to thank Glynn
Davis and Retail Insider for the opportunity to, once again, be
part of this report. It’s a powerful initiative to be associated
with and has consistently generated high levels of interest
among our retail partners and beyond.
We’d also like to share our gratitude with industry experts
that make up the advisory panel.Their time drawing together
and evaluating these innovations ensures the report carries
essential knowledge and insight, which will continue to help
champion digital innovation across the globe.
Needless to say, we look forward to joining the many
discussions this year’s report will bring.
BEN STIRLING
Managing Director, Webloyalty Northern Europe
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THE ADVISORY PANEL
PAUL WILKINSON
Head of product for space,
range and display, Tesco
Paul has been in his present role for a
year and heads up a team of product
managers responsible for the software
platforms used for space, range and
display decisions atTesco.This follows his
previous role that involved finding the
best technology in the market to make
life easier – both forTesco customers
and colleagues – as head of technology
research withinTesco Labs.
DR NADIA SHOURABOURA
Co-founder,
Anko Retail Incorporated
Nadia co-founded Anko in May 2018 as
a technology-driven designer products
business with a clever supply chain.
This builds on the innovative work
she did founding Hointer between
2012 and 2018 when it became part of
Wesfarmers.This followed eight years
at Amazon where she had an influential
role as technology vice president of
its global supply chain and fulfilment
platform where she worked closely with
founder Jeff Bezos. She is also a director
on the supervisory boards of X5 Retail
Group, Ferguson, Cimpress,TEUchain,
New Mountain Capital andTosca.
TESSA COOK
Co-founder, OLIO
Tessa co-founded OLIO, a free app
which harnesses the power of mobile
technology and the sharing economy to
provide a revolutionary new solution
to the problem of food waste. Prior to
this she spent over 10 years as a digital
managing director in media, financial
services and at Dyson.Tessa has an MBA
from Stanford and started her career as
a strategy consultant. She is also involved
with Contentive, Unreasonable and
Faster Capital.
JACQUELINE DE ROJAS
CBE, President, techUK
As well as being president of techUK
and chair of Digital Leaders Jacqueline
holds non-executive roles at Rightmove,
Costain and AOWorld.Among various
awards she received the 2018 were
Women inTech Award for Advocate of
theYear for her contribution to diversity
and a CBE for Services to International
Trade inTechnology. She also has
advisory positions at @accelerate-Her
and the @girlguiding association.
TUGCE BULUT
Founder, Streetbees
Tugce founded StreetBees in order to
pursue her passion for the power of
data and the positive change it can bring
to the world. Prior to this she spent six
years as a strategy consultant advising
technology and consumer companies on
how to accelerate growth in international
markets.Tugce is a published author and
is a Master’s graduate from the University
of Cambridge. She is also an investor in
Workinton Co-Working Space.
MARTIN NEWMAN
The Customer First Group
Martin has more than 25 years
experience within the retail sector
and currently runsThe Customer First
Group that helps retailers develop
their capabilities for today’s challenging
environment. Prior to this he founded
leading agency Practicology that was last
year sold to Pattern. Early in his career
he held various roles including head of
e-commerce for both Burberry andTed
Baker. He currently sits on the boards of
Downyourhighstreet.com,AfterpayTouch
andYext. He recently co-wrote a book on
improving the customer experience.

1. HOW INNOVATIVE?
What level of innovation is being demonstrated in the
solution? The score will be determined to some extent by
whether it is truly out there on its own leading the pack or
whether there is competition from other similar innovations.
2. HOW POTENTIALLY COMMERCIAL?
What commercial value has the innovation delivered
to retailers using the solution to date and what value
could it potentially create for retailers in the future if
widely adopted.
3. WHAT POTENTIAL BENEFIT?
What is the level of benefit the innovation is delivering with
the retailers’ organisation? Is it having a material impact that
could also potentially increase over time?
4. WHAT POTENTIAL INFLUENCE?
What is the level of impact the innovation is having, or
could potentially have, on the retailers using it and possibly
on the broader retail sector? What impact could the
innovation have as the proposition is built-out and it is
possibly adopted more widely in the marketplace?
Consultation was undertaken with many individuals over
the course of the past 12 months from all areas of the
retail industry including analysts, consultants, advisors,
investors, senior executives, and technologists.
From this rich well of knowledge was sourced a variety
of digitally driven innovations that helped build an initial
long list of potential constituents of the final report.
This was reduced down to 60 innovations from around
the world and each one was scored independently by
members of the Advisory Panel on four different criteria.
Collation of these scores across the criteria helped
produce a ranked list of the 60 innovations. The final
report contains this list as well as a Top 20 list of
innovations for each of the individual criteria.
4 5
THE ADVISORY PANEL
BEN CRONIN
Go to market lead,
John Lewis & Partners
Ben is a product manager in the John
Lewis Partnership’sVentures wing.
He has a passion for innovation that
solves customer problems through
repurposing existing business
capabilities. Recent products he has
taken to market are ‘WhileYou’re
Away fromWaitrose’ - home delivery
where you don’t have to be home -
andWaitrose ‘WineTasting at Home’.
MIYA KNIGHTS
Head of Industry Insight,
Eagle Eye Solutions
Miya joined Eagle Eye a year ago and
continues to work directly with the
CEO to build the business across the
retail and leisure sectors. Prior to this
she worked in senior analyst roles at
Planet Retail and IDC Retail Insights.
This follows a career as a technology
journalist and she remains director
of the publisher of RetailTechnology
magazine. She has recently co-authored
two books.
DANIEL LUCHT
Global Research Director,
Research Farm
Daniel leads a team of analysts and
consultants at Research Farm with a
remit that includes developing strategic
content and new revenue streams, as
well as corporate planning. He has over
a decade of experience analysing the
sector and identifying the latest industry
trends, working with major FMCG
companies and retailers.
STEVE ROBINSON
Non-executive director
and consultant
Steve holds a number of positions
including consulting director at Alliants,
chairman of Expandly, a venture partner
at DowningVentures, and is founder of
We Sell Sleep. Prior to this he held a
variety of senior retail roles including
CEO of Achica, customer director at
B&Q, CEO at M and M Direct, and
finance director at Argos.
OLLY CHUBB
Associate Director of Strategy
& Insights, Portland Design
Olly heads the strategy & insights team
that sits at the heart of Portland’s
human-centric design process.With 15
years’ experience at the intersection
of brand strategy, consumer behaviour
and trend analysis, he specialises in
transforming cultural insight into
creative strategic solutions.
JOHN BOVILL
Executive consultant digital
and technology, All Saints
John has many years of retail experience
most recently at All Saints.This followed
a spell as chief digital officer atWHL
Australasia. In September 2017 he joined
the group’s regional executive committee
with responsibility for digital strategy.
Prior to that John worked at Monsoon
Accessorize as IT and e-commerce director,
at JacquesVert Group Ltd as commercial
director, and at Aurora Fashions.
METHODOLOGY
BOB WILLETT
Director and advisor
Bob is massively experienced in retail
around the world and his current remit is
broad – straddling retail and technology
– with current positions on the boards of
MobileWorld and Phu Nhuan Jewelery in
Vietnam, along with Zynstra and Purple
Wifi in the UK. He has also been involved
with Eagle Eye and Metapack as well as
holding many executive positions.

Amazon Go
Amazon has big plans for its Amazon Go bricks and mortar retail arm as it is estimated
it will open as many as 3,000 of them across the US alone by 2021.The small stores
typically located in urban areas selling grocery and increasingly on-demand food offerings
with no cashiers or checkout required. Customers use a smartphone app to shop and
a network of camera track items and automatically charge the bank card on departure.
The expansion of the Amazon Go concept is expected to significantly disrupt the
convenience store industry in the coming years.To broaden the appeal of the Go stores,
cash and other alternative payment types are to be accepted.
Kroger automonous deliveries
US grocer Kroger, which operates 2,700 stores, is widening its fleet of autonomous
grocery deliveries in its trial after widespread customer acceptance of such initiatives.
The expansion comes after a successful initial probe in Arizona last summer, which
proved that customers – previously considered a potential stumbling block to the
technology – actually loved the e-commerce vehicles and rated them highly.The first
trial vehicles were Toyota Priuses, which operated in a single post code, but these were
changed to Nuro R1 vehicles that have made many thousands of trial deliveries.
6 7
Burberry/Instagram shopping
It was only a matter of time but Instagram users in the US can now purchase products
directly from fashion retailers.Among the 20-plus big names signed up are Burberry,
Adidas along with Zara and more are due to come onboard over the next few
months.The new checkout feature means users no longer have to leave the Instagram
platform when they see a product they wish to buy on say the Burberry feed.They
can now buy it directly with Instagram, which charges the merchants a percentage of
the sale price as its fee.
Waitrose farming robots
Robotics could be entering the food chain much higher than expected as Waitrose is
using specific robots in three areas of its Hampshire farm this year. One robot weeds
and sprays crops, and can autonomously spot the difference between weeds and plants
before disposing of the former with lasers.A second concentrates on planting by
drilling into the soil, planting seeds and replacing those which have not grown.The third
gathers data for pesticide distribution, for example, and can produce maps of where the
weeds are growing in a field. If the robots’ usage proves successful they will move on to
harvesting aspect on the farm.
Amazon Logistics
Amazon has further progressed its plan to eventually own its entire retail transportation
network and become a closed eco-system by leasing a shipping fleet.This specifically
offers Chinese manufacturers an end-to-end delivery solution for the US market. Last year
Amazon’s shipping arm transported almost 5,500 shipping containers from China into the
States.Amazon can provide either a simple trans-Pacific trip or a more complicated route
which then takes the goods further into its distribution warehouses.As China’s trade
with the US burgeons the company could be primed to be a huge player in a previously
fragmented market. Experts believe Amazon will soon be in a position to offer itself as a
bona fide 3PL with global logistics as the newest string to its bow.
POSITION
SCORE OUT
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Amazon advertising
Advertising is the new major revenue stream for Amazon and it is developing
some innovative solutions including piloting the idea of manufacturers paying for
the company to deliver free samples to consumers.Amazon has 100 million Prime
subscribers alone and owns the data on their preferences, lifestyles, and what they like
to buy. It is understood to be charging brands for the right to send targeted samples
to its members. It is another example of advertising dollars switching away from
traditional means to digitally-led personalised campaigns.Amazon is able to take the
precise targeting perfected by Google or Facebook and combine it with the delivery
potential of its own operation to take this form of advertising to another level.
Tesco / Loop waste-free shopping
Tesco, Carrefour and Coca-Cola are just a few of the retailers trialling the Loop
platform, which will enable brand-specific, customised containers to be collected from
consumers before being cleaned, refilled and re-used or recycled if re-use is not an
option. It aims to offer a zero-waste option for some of the most popular consumer
products.The system was unveiled at the World Economic Forum in Davos and
developed by TerraCycle.
Amazon Echo Auto
An incredible 10,000 developers now work on improvements and new iterations of
Alexa/Echo. During the last year they have designed an Echo Auto device for cars which
connects to Alexa using a phone and features eight microphones plus far-field technology
so it can hear drivers over road noise and music.The device enables to use their voice to
play music, check the news, open the garage door, and locate the nearest petrol station. In
addition users can set location-based routines—automated actions that Alexa can start
when leaving the office or arriving home.
INNOVATION RANKINGS
TOP 60 GLOBAL INNOVATIONS
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783
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INNOVATION RANKINGS
Casino cashierless store
French grocery operator Casino has opened its first cashierless store in Paris In an
attempt to close the gap between digital and bricks and mortar. It has developed the
three-storey shop selling 6,000 products that never closes its doors, features organic
ranges, chef-cooked dishes and has a co-working area.As well as being able to shop
normally inside, customers can also order online via a digital wall where they scan items
and schedule a convenient delivery. Casino app users will be able to choose their goods
by image recognition on the app and pay at a self-service checkout.
Ikea Place
The launch of Ikea Place – that uses Apple’s ARKit AR framework - highlights the ongoing
developments by the homewares retailer into AR solutions for its customers. It enables
them to place true-to-scale 3D furniture directly in their home using the lens on their
smartphones.The viewer sees the scene as if the objects were really placed in the room
– they can be walked around and interacted with. Since the launch of the original app
Ikea has sought to stop shoppers making common mistakes when shopping for home
furnishings such as sizing errors or mismatching colours.The app lets consumers see
exactly how around 2,200 items, mainly larger items such as coffee tables and sofas,
would look in their homes.
McDonald’s dynamic menus
McDonald’s has purchased DynamicYield in order to leverage its technology to make its
Drive Thru menu displays more dynamic.The idea is that the menus will change according
to variants such as the weather, trending menu items, traffic conditions, and the time of
day.The same technology can also instantly suggest new items to a customer’s order based
on what is already in their order. Such a move ensures McDonald’s is one of the first
players to install decision logic technology into the point of sale at a bricks and mortar
unit.The company will roll-out the solution through the US in 2019 before trialling in
international markets.
JD.com / 7Fresh
E-commerce giant JD.com has developed a high-tech supermarket chain 7Fresh. Fresh
products have scannable codes, which give shoppers product information on taste, origin,
and sell by dates.The consumer can check themselves out and pay through JD’s digital
wallet or use WeChat Pay. Shoppers must download the app and register before they
can order in 7Fresh but this allows customers less than 3km away to receive 30-minute
deliveries. 7Fresh doubles as a distribution hub and warehouse utilising a ceiling-based
conveyor belt to fulfil orders in-store. Most innovatively, 7Fresh features autonomous
shopping trolleys that follow the shopper around and are programmed to avoid obstacles
and other customers.
Amazon Day deliveries
Amazon Prime customers in the US now have a new option for how they can have their
goods delivered.The company is enabling customers to bunch up all their weekly orders
to arrive on one specified day - ‘Amazon Day’. It hopes that this will achieve two goals
– namely being more convenient for the customer who only has to be in once and also
being cheaper for Amazon on fulfilment and redeliveries. Urgent items can of course still
be delivered immediately.The environmental impact will also be beneficial as the company
already reports far less packaging being used.Amazon is ready for weekends to be their
peak period and will use the gig economy to top-up its delivery fleet.
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737
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756
Alphabet drones
Alphabet, which owns Google, is undertaking European drone trials in Helsinki via its
drone armWing. Its 12-propeller Hummingbird drones do not land but lower packages
to the ground by releasing them on a string – in an attempt to combat the vagaries of
winter weather.Wing has already completed four trials in Australia where it undertook
55,000 journeys.Wing drones are to test the delivery of groceries and household
essentials as well as medicines and emergency items.The company is also developing
an air traffic management system to complement the drone trial. Hummingbird drones
can deliver packages of up to 1.5kg a distance of 6.2 miles.
John Lewis & Partners in-store allotments
JLP is putting great effort into reducing plastic by teaming up with bioengineering
firm LettUs Grow to produce salad for customers to pick in Waitrose stores.The
firm specialises in soil-free growing cylinders for vegetables which are then sprayed
with nutrients and grown in-store.This growing method uses 95% less water
than conventional growing and allows for a more experiential retail experience
as consumers select their own produce. LettUs Grow came through the JLab
programme and will be trialled in 2019.
Mojo Vision AR contact lenses
Trying to escape from the familiar large and bulky AR headsets, the SiliconValley-based
technology company MojoVision aims to develop an ‘eyes-up hands-free’ version of AR
that will miniaturise the technology and overlay computer information over the real
world. It has recently secured a substantial amount of funding to begin developing contact
lenses to that end. Scenarios may include being able to read emails through the lenses
while carrying on with other activities or playing a board game through the lenses on
your actual coffee table.
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INNOVATION RANKINGS
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Entrupy anti-counterfeiting device
Based in NewYork Entrupy is increasingly being used by resale sites and luxury
vintage retailers in an attempt to identify fake designer items. Users pay a monthly
subscription fee and a leasing fee and can then clamp the magnifying lens to the
back of their smart phone.The app which works alongside the device prompts the
user to take several pictures of the item being verified before submitting.These
images (now magnified to 260 times greater than the naked eye) are then passed
back to Entrupy’s master database which contains millions of images of 100,000
unique items.The app will then indicate whether the item is a fake or original.The
system so far has a 99% accuracy rate.
Everledger bottle traceability
Attempting to disrupt the vast wine and liqueur counterfeiting business, label specialist
Avery Dennis worked on a trial with the US Wine Trade Network to develop wine
labels with digital traceability.They use blockchain technology from Everledger to create
tamper resistant labels, which each have a unique digital online identity. Retailers can then
use contactless communication to track the products through the supply chain while
consumers can also access information on the provenance of the wine.The system is
expected to be rolled out though 2019.
MishiPay
Payment convenience is massively important and MishiPay is a self-checkout app, which
allows users to shop, scan, pay and leave the premises without having to queue.The app
has been developed to skirt around glitches such as product security tags, which it can
disable once payment has been made, and also features anti-theft protection.The app can
also deliver product information through barcode scanning and also removes the need
for retailers to install technology as everything is done via the customer’s own device.
Conad / Tracxpoint AI cart
Italian supermarket chain CONAD has developed a new check-out process which aims to
rival Amazon Go. Produced in conjunction with Tracxpoint the AiC cart moves away from
using ceiling cameras and instead utilises an Internet ofThings connected cart with cameras
located on all four sides and weight sensors inside that identify or deduct all new/removed
items before automatically processing the transaction.The AiC recognises every item
visually as opposed to competitor solutions that use a store planogram.The new cart is to
be rolled out to 550 stores through 2019.
Target / Flashfood food waste app
Toronto-based technology firm Flashfood is working with Target and Loblaw to try to
reduce food waste while helping retailers curb the costs of thrown away food. People who
download the app are alerted to food that is close to its ‘best by’ date.They pay through
the app and pick-up the items at the shop. Food is usually sold at a hefty discount thereby
being particularly helpful to low-income families. Flashfood hopes that the reverse logistics
model will help move the Target stores to zero-waste.
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Rent the Runway / WeWork returns boxes
Clothing rental company Rent the Runway is trialling drop-off boxes - complete with self-
service technology embedded - at the entrances of a number of WeWork offices in large
US cities.The trial will determine if its customers find it easier to scan/drop/be credited
at a central location rather than coming into Rent the Runway’s five retail units and using
its self-service solution. Currently this speedy option accounts for 60% of the transactions
in the company’s outlets.The move is aimed at its Unlimited scheme members who
constantly change their four available items of clothing.WeWork was chosen as a test
site because of its base of professional working women who are Rent the Runway’s core
demographic.The boxes also feature a coffee and handbag station for those on the go.
Pizza Hut delivery bot
In the fiercely competitive food delivery market, Pizza Hut is working with FedEx to
use the firm’s SameDay bot for its pizza deliveries.The four foot high bot, which is
able to navigate unpaved surfaces as well as kerbs and steps, travels on the pavement
and features multiple cameras allowing it to be aware of its surroundings while inbuilt
algorithms means it can detect obstacles in its way. Memphis is the location for the
initial pizza delivery trials. FedEx has also signed up Target, Lowe’s and Walgreens to
use the bots.
JD.com unmanned convenience stores
Chinese retailer JD.com is opening large convenience stores without staff in travel hubs
such as airports and train stations to test out seamless retail experiences.The first in
Mongolia features facial recognition for payment and includes a smart vending machine,
which automatically starts the payment process when the customer selects products and
closes the door.The airport unit in Beijing will sell luggage, beauty ranges, clothing and
mobile accessories.The technology will also monitor traffic flow and customer behaviour
through heat maps, which aim to help with product selection and stock management.
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INNOVATION RANKINGS
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JD Wetherspoon / Good Food Talks menus
Pub chain JD Wetherspoon has tackled the fact that most blind people do not read Braille
by subscribing to a mobile app and online site that lets visually impaired customers listen to
the menu instead. Large print menus will continue to be available but Braille versions will be
phased out.Wetherspoon’s has signed up all of its UK and Ireland units to the Good Food
Talks app, which was launched in 2013, and hopes to potentially help the two million blind
or sight impaired people in the UK.
Walmart in-store robot helpers
Walmart is trialling a new robotic system developed by Alert Innovation. Customers arrive
at the store and place an online order – it is assumed for the moment that the fresh
produce will be handpicked by the consumer.While the shopper is doing that part of their
order the robots - in another part of the building - begin to collate the other elements. By
the time the customer has completed their part of the shop the Alphabot robots will have
navigated their way around myriad blue tote bags on customised racks containing the other
products.Walmart plans to introduce a delivery option.
Sainsbury’s Smartshop and Scan and Go
Sainsbury’s has trialled scan and go technology as part of its Smartshop developments,
which allows consumers to pay for their scanned goods without going to any fixed
payment terminal, initially in a trial in a South London store and is being expanded out
nationally.The app links to the customer’s Nectar card and uses ApplePay asking the
customer to tap a QR code on exit.The company also unveiled in-app shopping lists and
a memory function whereby the app remembers what has already been scanned even if
the app accidentally closes during the process.
Fraunhofer’s food safety scanner
German research agency Fraunhofer hopes its mobile scanner will become an
indispensable utensil in every kitchen and potentially supermarkets.The device uses
infrared measurements to scan food and determine whether it is safe to eat and could
therefore be a valuable tool in ending food waste. It is designed to help consumers
avoid throwing good food away through being over-cautious on sell by dates and the
appearances of blemishes on fruit and vegetables. Development will continue to allow
the scanner to work on multi-ingredient food but at the moment it is only available on
single-ingredient items.AI converts the sensors readings into reliable predictions about
the quality of the food. Consumer trials are due to begin shortly in supermarkets.
JD/Misubishi plant factory
Tapping into Chinese consumers’ concerns about the transparency and provenance of the
food they eat, grocery giant JD.com has teamed up with Mitsubishi Chemicals to create
a huge ‘plant factory’.The 11,000 sq feet site uses solar light and a hydroponic culturing
system to produce spinach, cabbage, lettuce and coriander.All crops are fully tracked from
planting to delivery with humidity, light, and fertiliser settings all automatically set, which
leads to greater consistency in the crops while pesticides become completely unnecessary.
Vegetables from the indoor farm are available on JD.com and in 7Fresh stores.
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EasyJet Look & Book
EasyJet is attempting to tap into the Instagram generation’s immediate aspirational desires
to know where a given image is and how to get there. Look & Book is part of EasyJet’s
app and claims to helps consumers find out where a photo was taken and which flights
they need to book in order to get to the destination. Users simply need to upload a photo
preferably, but not necessarily, from Instagram.AI is then used to detect the location via
landmarks and optical character recognition and the relevant flights are then offered –
greatly reducing the steps people used to have to take to get them from ‘I’d like to go there’
to ‘I’m going there’.The solution is currently available in only English but will be rolled-out
across Europe if demand proves high.
Ubamarket plastic sensor
The Ubamarket app, which helps customers locate, scan and pay for their goods in
supermarkets, has added a new feature on plastic. Shoppers can now scan an item and be
told if the plastic content in the packaging can be recycled or not. It comes after customer
feedback showed overwhelming unease over the amount of plastic used in supermarkets
and frustration that personal recycling could not compensate for the tide of waste
produced by shops.
Harvey Nichols / Hero
Department store Harvey Nichols is rolling out the Hero service to all its stores after
successfully trialling the solution that connects online customers with store associates.
Customers access Hero via the department store’s website and can summon a specialist
in the store to provide them with information they require on specific products.The
employee can take photos and live stream video from the shop floor to the customer
thereby giving a rich and personalised experience. Harvey Nichols very much uses Hero
as a multi-channel tool as employees are encouraged to suggest customers visit the stores,
where they can continue the relationship with the specialist. Use of Hero is now considered
a part of how the company incentivises employees.
26
702
27
694
28
693
25
705

INNOVATION RANKINGS
14 15
Walmart customer hosts
Sometimes the simplest solutions are the best.Walmart has decided that in an age of
robots people still like to deal with other human beings. It is planning to reduce the
amount of time people spend waiting at customer service desks returning unwanted
goods they have ordered online by having a person standing just inside the store door
collecting the items.The hosts carry the relevant technology in order to process refunds,
issue credits, and take items from consumers making the total time wasted on this in-
store pain-point a thing of the past.
MAC Cosmetics experience centre
Estée Lauder-owned brand MAC Cosmetics has opened an experience centre in
Shanghai that brings together product discovery, social engagement, and purchase for
an interactive experience for shoppers.Visitors check-in via MAC’s WeChat mini-
program and then use the platform for making payments and can also collect a custom
3D printed eye shadow palette after using the virtual make-up mirror.There is also
a foundation section where customers use a touch-screen to create a shade match
for their complexion.There is also a section where influencers can create their own
events and content.
Greene King / TooGoodToGo carvery waste
UK pub operator Greene King has teamed up with food waste app TooGoodToGo to
offer surplus carvery meat at discounted prices to its app users.The entire estate will
take part in the initiative after a successful trial across 19 outlets in 2018 during which
time 1,000 meals were saved from going to waste. Each meal is served in a recyclable
container and is a full roast meal offered on the app to local users who pay through
the app and collect the food from the pub.The offer saw more than 500 completely
new customers visiting the participating Greene King sites making it a good move on
multiple fronts.
Nike’s House of Innovation
Nike’s NewYork Fifth Avenue store is its most digitally-focused to date and attempts
to capture a large amount of customer data across its six floors through interaction
with NikePlus members.The shop, which can be navigated without any technology
but which unlocks many more services and offers to those visiting with the Nike app,
includes several personalisation areas, dedicated advice experts, QR codes for further
information and instant check-out. Collection points are dotted through the store and
the Sneaker Bar lets NikePlus members receive expert help on which trainers to buy.
Ahold Delhaize robot supermarkets
Netherlands-based food retailer is changing the way it currently organises online order
fulfilment by rolling out a project to build small robot-led warehouses, which are attached
to its stores.The company currently uses mainly manual labour in its bigger warehouses but
hopes that the new format will help reduce its costs.The new mini-supermarkets feature
floor to ceiling shelving in order to fit more stock into the smaller spaces and uses robots
with elongated arms to assemble orders.The unit’s build cost is also less than that of a
warehouse and allows the company to operate closer to its key catchment areas.
38
669
39
659
40
656
37
670
ShopAppy
ShopAppy has the aim of giving high street shops the same online power as the major
supermarkets by enabling shoppers to order from local businesses and pick up their
orders day or night.The solution caters to the kind of businesses that might not have
their own e-commerce portal and allows potential customers to place orders and take
advantage of a click & collect-type service. Orders can be picked up at each individual
shop or where possible bunched together in one place for more convenience.The app,
which asks for no minimum orders and no commission, is used most heavily in the
North of England at present.
Burger King Whopper detour
The latest iteration in Burger King’s slightly mischievous marketing campaign designed to
tempt diners away from its competitors using geo-targeting to offer cut price burgers for
anyone straying to within 600 feet of a McDonald’s.Through December 2018, a Whopper
burger for one cent was immediately offered to anyone with the Burger King app.The
deal was only offered once to each app user and works by geo-fencing the immediate area
of every McDonald’s in the country. If users accept the deal and place the order the app
directs them to the nearer Burger King instead.
Stowga
Stowga is doing for the warehousing world what Appear Here did for retail units.
Now working across 10 countries it allows retailers looking for extra warehousing,
whether long or short term, to search potential locations to see what is available.
The previous constraints of inflexible, long-term leases are gone and the company
also offers extra services, other than just space, such as warehousing staff. It’s much
more flexible approach along the lines of retail pop-ups is revolutionising what was
a rigid, slow-moving industry. It is allowing retailers to be much more agile with their
logistics requirements.
34
681
35
675
36
674
33
682

INNOVATION RANKINGS
16 17
Ocado Zoom
Ocado partnered with technology firm Stuart to launch its new Ocado Zoom service,
which aims to deliver customers’ orders within 60 minutes of the order being placed –
making it one of the fastest delivery services around. Zoom was rolled out initially from a
site in West London and uses third-party couriers to dispatch the orders within a three-
mile radius.The move aims to tap into the sub-£60 basket market and is competitively
priced because of a delivery innovation whereby Ocado CFCs (central fulfilment centres)
replenish smaller satellite sites. 10,000 products were included in the first trial.
FaceFirst Fraud-IQ
Technology firm FaceFirst has launched its security face recognition platform Fraud-IQ
with the aim of specifically tackling retail return fraud. Fraud-IQ can help in two main
ways – firstly it can identify people who come in without packages and then obtain
packages in-store to return to the customer service desk.And secondly it uses patterns
of behaviour and analytics to identify repeat offenders who can then be approached by a
member of staff. FaceFirst also claims the technology can significantly reduce employee
theft by tracking how many times a worker leaves and enters the shop on a shift.
Specsavers Frame Styler
Optician chain Specsavers has a new service that lets potential customers virtually try on
hundreds of frames in order to see which suits them best. It utilises the camera on PC,
phone or tablet device and stores the photo.When browsing the product pages users
simply look for the Try On button and by clicking it will see how those glasses look on
the stored image. Customers can save their favourite looks online ready for when they
try the frames on in-store.
Near Me Now
Known as a ‘WhatsApp for traders’ Near Me Now aims to develop the digital high
street and allow for two-way messaging between retailers and shoppers. It is currently
being rolled-out in Cardiff.The app allows shop owners to directly send messages to all
smartphone users in the vicinity of their premises with offers and news. Retailers can
stop, start, extend or duplicate an advertising campaign at the touch of a button, for
example if a deal sells out.The app also offers users an instant messaging function and a
payment facility while geo-location technology removes the need for customers to rely
on search engines.
Walmart / Brain Corp robots
The US supermarket giant is to introduce 360 robots into its stores to clean floors.This
follows previous experiments on automating shelf scanning and bringing products up
from storage to fulfil online orders.The collaboration to design new robots is with Brain
Corp that boasts that it can automate anything with wheels.Walmart is hoping that the
fleet of floor cleaners will free up store assistants to instead concentrate on customer
orientated tasks.
46
646
47
644
48
643
45
648
Costa’s contactless cup
Costa claimed Britain’s first reusable contactless coffee cup when it launched the
item at the end of 2018.The clever cup is powered by technology from Barclaycard
and lets customers keep an eye on their spending, top-up their balance, and block the
contactless option if chosen. It works by featuring a contactless chip implanted in a
detachable silicon base. Priced at £14.99 it comes in packaging made from recycled
coffee cups. Chip technology allows almost any accessory to become a smart payment
device and Costa’s contactless cup is one of the latest iterations of this Internet of
Things trend.
Domino’s / Xevo in-car pizza ordering
Domino is continuing the development of its smart AnyWare platform with a new
dashboard app function, which allows a driver to order a pizza while sitting in their car in
super quick time. Partnering with in-car commerce experts Xevo the pizza chain hopes to
have the app pre-installed in millions of cars by the end of the year.The app will allow the
customer to order, track, and arrange the pick-up of their pizza.
Olay Skin Advisor
Olay’s Skin Advisor solution allows customers to receive a personalised beauty regime
based on instant analysis of a single selfie. Users on the Olay website are prompted to
take a selfie using their device’s camera and answer several questions on their current
beauty regime and preferences.This image is then analysed and within a minute the
results are on screen.The user is given a ‘skin age’ and advice on problem areas. Products
are listed to one side of the screen, which Olay considers most appropriate to the
problems identified by the AI platform.There is no registration to use the service and
no account needs to be set up.The site links directly to the suggested purchases for
immediate conversion.
42
654
43
653
44
652
41
655

INNOVATION RANKINGS
1918
AB InBev / Pensa Inventory visibility
Montreal-based retailer IGA Extra Beck worked with drinks company AB InBev to trial
the autonomous perception system from Pensa, which seeks to automate inventory
management. It uses computer vision on a drone to rapidly scan the installed shelf-edge
technology from Intel and use AI technology to take the visual data and sense the shelf
conditions and to make inferences about stock levels.The images are then feed back to
the warehouse systems.The drone has a 98% accuracy rating on out-of-stock items and
can work equally well on open and closed cabinets along with shelves.
Marks and Spencer virtual assistant
The M&S chatbot was originally launched to reduce the number of calls to its call
centres and centred initially on two query types – returns information and order
tracking. It has been so successful that this is now expanded to 11 different query
scenarios including access to rewards and order details.The chatbot also has
measures in place to ensure that people who need a human to speak to can drop
into that. It recognises trigger words or monitoring requests that suggest human
intervention is required. It is estimated that since launch around 70% of those
interacting with it have had their query successfully resolved.
NCR self-checkout facial recognition
UK supermarkets are installing cameras in self-checkout tills with the help of US giant
NCR in order to use facial recognition technology to estimate the ages of customers
buying age-restricted items such as alcohol and cigarettes. Currently shoppers must
wait for a cashier to enable the sale which can be time-consuming and accounts for
most queue delays. No personal information is required to be given before the camera
estimates the age and no data is held after the transaction. NCR is introducing the
technology into tills through 2019 with major retailers.
John Lewis & Partners trackable cups
The department store group is trialling reusable cups made by CupClub which contain
RFID chips in their lids and bases that therefore enables them to be tracked in order to
ensure they are returned.After users register their details they can be incentivised to
return the cups through prompting texts or charges for keeping the intelligent cup.The
trial, beginning in the company’s headquarters ahead of roll-out into stores, shows if the
product is successful in reducing one-use plastic usage and prompts consumers to return
their drinks canister to special drop-off points.
Modiface virtual nail salon
L’Oreal-owned Modiface is using AR to disrupt the nail sector with its latest app,
which identifies 10,000 different hand positions and allows customers to artificially
apply nail colours to live videos of hands. It offers the viewer the opportunity to see
in real-time, different textures and to see realistic changes.The virtual nail salon is not
being used in conjunction with any brands yet and is currently seen as an important
testing facility for L’Oreal.
54
630
55
629
56
626
53
631
Argos visual search app
Argos is harnessing the potential of visual search as an inspiration to shop by
developing a way of allowing customers to search for, and buy, their products using the
camera on their smartphone while in the Argos app. Utilising advanced image search
algorithms the app can identify similar items based only on a photograph. Shoppers
are then able to make the purchase with Argos without ever having to leave the app.
Homewares, curtains and furniture were the products available in the trial, which only
requires a customer to take a photo and upload it to the Argos app where the entire
Argos catalogue is instantly searched.
Toyota AR showrooms
Toyota has collaborated with digital agency Bandwidth to bring out a new app that
allows potential buyers to see inside one of its models across all colours and grades.
Designed specifically to help customers master the intricate technology of its hybrid
models, the app can overlay graphics of the model’s interior drive-train workings
on to a physical vehicle. Hotspots on the app also allow potential purchasers to get
more information on key features. It is part of a drive by Toyota to showcase its wares
increasingly in interactive technology-driven showrooms and in shopping centres.
Walgreen digital cooler screens
US retailer Walgreen has teamed up with technology firm Cooler Screen to trial digital
fridge doors that analyse data about the customer standing in front of them in order
to then deliver personalised advertising and offers. Camera, motion sensors, and eye
tracking technology embedded in the doors provides rich data that allows the doors to
make educated guesses on the age, gender, and possibly emotional state of the person
looking at the items inside the fridge. Customers do not see a normal glass door but a
touchscreen-style door with digital images of the goods inside the fridge.To counteract
privacy concerns no data is stored and all information is anonymised.
50
636
51
635
52
633
49
640

CRITERIA
The level of innovation demonstrated in the solution.The score was
determined by whether it is truly out there on its own leading the pack
or whether there is competition from other similar innovations.
INNOVATION RANKINGS
20
Walmart Toy Lab
Walmart launched Toy Lab – an interactive online video which gives children the
opportunity to virtually play with 20 of the top-rated toys of the season – over Christmas
2018. Different ‘buttons’ on the video lead children to a Fun Cam showing free play with
the toys or to different play scenarios that are possible with the products.At the end of
the lab session a customised highlights film of the session can be shared, which shows the
names of the toys that the child played with.Walmart used the interactive video to help it
break into the toy market.
Little Caesar’s Pizza Portal
Resembling a vending machine, the Pizza Portal from Little Caesar enables customers
to order their pizza online at home and then pick it up warm from the pizza locker
by using a personalised code to unlock a designated compartment.The solution is an
attempt to allow customers who customise their pizzas to pick them up just as quickly
as people who order a standard margherita – with all ready-prepared behind the
counter.This contrasts to traditional vending machines where there is no opportunity
for customising products.
Midcounties Co-op provenance app
The Midcounties Co-op claimed a UK first with its Happerley-powered app that gives
consumers a transparent ingredients listing for its entire ‘Best of the Counties’ range.
The 2,200 products in the range can now be searched by a QR code to see exactly
where ingredients come from.The move is an attempt to tap into consumers’ distrust
of ‘fake farm’ ranges.The products in the range show the Happerley logo to certify to
customers that ingredients used are local.
Albertsons / Takeoff Technologies
Grocery giant Albertsons has employed technology to help it in the perennial problem
of how best to fulfil online orders. It has traditionally used in-store pickers but in its trial
with Takeoff Technologies it has used a partnership between robots and people. Selected
areas of stores are portioned off and in these locations it holds the products that are most
popularly featured in online orders.AI-enabled technology using conveyers brings those
products to an employee who then manually compiles the complete order.
58
602
59
601
60
600
57
623
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
MOJO VISION AR CONTACT LENSES
AMAZON GO EXPANSION
KROGER AUTOMONOUS DELIVERIES
WAITROSE FARMING ROBOTS
JOHN LEWIS & PARTNERS IN-STORE ALLOTMENTS
ALPHABET DRONES
MCDONALD’S DYNAMIC MENUS
JD/MISUBISHI PLANT FACTORY
AMAZON ADVERTISING
AB INBEV / PENSA INVENTORY VISIBILITY SYSTEM
JD.COM / 7FRESH
ENTRUPY ANTI-COUNTERFEITING DEVICE
EASYJET LOOK & BOOK
JD.COM UNMANNED CONVENIENCE STORES
CASINO CASHIERLESS STORE
AMAZON ECHO AUTO
PIZZA HUT DELIVERY BOT
CONAD / TRACXPOINT AI CART
FRAUNHOFER’S FOOD SAFETY SCANNER
TESCO /LOOP WASTE-FREE SHOPPING
21
TOP 20: INNOVATIVE
4 | Waitrose farming robots
8 | JD/Misubishi plant factory
16 | Amazon Echo Auto

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
CRITERIA
The commercial value the innovation has delivered to retailers using
the solution to date and what value could it potentially create for
retailers in the future if widely adopted.
AMAZON LOGISTICS
AMAZON ADVERTISING
BURBERRY / INSTAGRAM SHOPPING
AMAZON DAY DELIVERIES
AMAZON GO EXPANSION
WALMART / BRAIN CORP ROBOTS
IKEA PLACE
AMAZON ECHO AUTO
MISHIPAY
TESCO / LOOP WASTE-FREE SHOPPING
SAINSBURY’S SMARTSHOP AND SCAN AND GO
EVERLEDGER BOTTLE TRACEABILITY
STOWGA
ALPHABET DRONES
JD.COM / 7FRESH
NIKE/ INVERTEX
CRITERIA
The level of benefit the innovation is delivering within the retailers’
organisation(s). The innovation has a material impact that could also
potentially increase over time.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
24 23
TOP 20: POTENTIALLY COMMERCIAL TOP 20: POTENTIAL BENEFIT
22
JD WETHERSPOON / GOOD FOOD TALKS MENUS
AMAZON GO EXPANSION
WALMART CUSTOMER HOSTS
RENT THE RUNWAY / WEWORK RETURNS BOXES
JD.COM / 7FRESH
IKEA PLACE
AMAZON ECHO AUTO
ENTRUPY ANTI-COUNTERFEITING DEVICE
TARGET / FLASHFOOD FOOD WASTE APP
CONAD / TRACXPOINT AI CART
ALPHABET DRONES
SHOPAPPY
MISHIPAY
UBAMARKET PLASTIC SENSOR
4 | Rent the Runway / WeWork returns boxes
17 | ShopAppy
13 | Target / Flashfood food waste app
3 | Burberry / Instagram shopping
13 | MishiPay
11 | Ikea Place

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
CRITERIA
The level of impact the innovation has, or could potentially have, on the
retailer(s) using it and possibly on the broader retail sector. The impact
the innovation could have as the proposition is built-out and is possibly
adopted more widely in the marketplace.
AMAZON GO EXPANSION
AMAZON LOGISTICS
IKEA PLACE
AMAZON ECHO AUTO
JD.COM / 7FRESH
AMAZON ADVERTISING
WALMART / BRAIN CORP ROBOTS
SAINSBURY’S SMARTSHOP AND SCAN AND GO
TARGET / FLASHFOOD FOOD WASTE APP
NCR SELF-CHECKOUT FACIAL RECOGNITION
EVERLEDGER BOTTLE TRACEABILITY
MISHIPAY
24 25
TOP 20: POTENTIAL INFLUENCE
Retailinsider.com
Retailinsider.com is a free-to-subscribe blog/website that aims to adhere to its strap-line
of ‘Taking a look behind the obvious on the high street, online and in the City’. It’s not just
another news site but instead offers up a cocktail of opinions and insights on the retail industry
along with the occasional leisure sector content to spice up the mix.The regular insights are
complemented by a range of carefully selected columnists, and regular slots such as Q&A’s
with leading e-commerce & multi-channel retailers and the ‘Innovative Retailers’ series.
For more information please visit retailinsider.com or follow @Retailinsider on Twitter
Copyright 2019 by Retailinsider.com
All trademarks, trade names, product names and logos appearing in this report are the property of
their respective owners.All rights reserved. No part of this publication may be reproduced, transmitted,
transcribed, stored in a retrieval system, nor translated into any human or computer language, in any form
or by any means, electronic, mechanical, optical, chemical, manual or otherwise, without the prior written
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Webloyalty is a leading online savings programme provider.We work with over 200 retail and
travel businesses internationally to help them build stronger, more profitable relationships with
their customers.Through our membership programmes, we help our online retail partners’
customers make significant savings each year while providing the partner with an additional
revenue stream.As well as incentivising customers to make repeat purchases at the partner’s
site, they can also earn cashback and get great deals on everything from fashion to electronics
to travel at top online stores.Webloyalty started operating in the UK in 2007 and has since
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For more information, please visit webloyalty.co.uk or follow @WebloyaltyUK on Twitter
10 | Kroger automonous deliveries
18 | NCR self-checkout facial recognition
5 | Tesco / Loop waste-free shopping

Webloyalty
enquiries@webloyalty.co.uk
@webloyaltyuk
webloyalty.co.uk
Retail Insider
glynn@busicomm.co.uk
@glynndavis
retailinsider.com
Webloyalty
enquiries@webloyalty.co.uk
@webloyaltyuk
webloyalty.co.uk
Retail Insider
glynn@busicomm.co.uk
@glynndavis
retailinsider.com

Digital Retail Innovations Report 2019

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