1) Retail is being disrupted by new digital-savvy shoppers who seamlessly move between online and in-store shopping. They expect personalized, convenient experiences and relevant offers across all channels. 2) Traditional retailers must adopt an omnichannel approach and focus on creating life experiences instead of just transactions to survive. They need to provide value and ease of shopping at every touchpoint. 3) The future of retail involves predictive, personalized experiences everywhere and letting consumers help design products and own brands through participation and social selling. Retailers will need to harness consumer data and mobile technology to drive in-store sales and create seamless shopping journeys.

1. The Future of Retail
Trends

2. THE MARKET TODAY
The Landscape
The Consumers

3. Big box retailers feeling the heat from
e-commerce giants like Amazon

4. ‘Showrooming’ is the new reality

5. A new breed of digital-savvy shoppers
has emerged

6. Traditional retail must adopt a
multi-channel life to survive
I care about convenience
and value – at every
touchpoint

7. The Digital Savvy Shopper
• Takes advantage of technology
• Offers personal data for a better experience
• Expects contextually relevant offers
• Wants to have a say & be rewarded for their
knowledge
• Floats seamlessly across mobile, online and
real-world platforms in their path to purchase

8. THE STATS
The Facts
The Implications

9. 3 in 4
prefer retailers that
61%
would trade increased
use personal privacy for personally
information to relevant offers
improve the shopping
experience

10. 73%
want “relevant” ads on
65%
like to receive offers
their mobile device on their phones based
on past purchases
while in-store

11. 35% 65%
delay a purchase/buy
have bought online &
picked up in-store elsewhere if they find
a lower price by using
their phone in-store

12. 15% 75%
Would wait 5 days if
decline in shopper
satisfaction at retail shipping were free
stores, per year

13. 75%
more inclined to
93%
more inclined to
purchase from a purchase from a
company that uses company that uses
mobile apps social media

14. 40%
of Millennials want to
74%
of Millennials think
influence brand they influence
products purchase decisions of
peers & other
generations

15. 63%
of Millennials typically
75%
of Millennials want
shop with family or brands to provide life
friends as a social experiences
activity

16. Implications for Retail Brands:
1. Create personalized shopping experiences by
trading privacy for relevancy.
2. Release control of your brand. It belongs to
your customers – be agile & collaborative.
3. Focus on how your brand enables life
experiences, not stuff.
4. Provide value & ease at every touchpoint:
– online, mobile, social & brick & mortar stores

17. TRENDS
Retail Today
Retail Tomorrow

18. TODAY TOMORROW
Reactive Predictive
Search results Personalized results
Bricks & clicks Commerce everywhere

19. Learn from the data I share with you when I shop

20. Know me when I‟m not in your store

21. Know me when I walk into your store

22. Give me personalized service & recommendations
in-store

23. Give me personalized service & recommendations
everywhere

24. Make it easy for me to buy – anytime

25. Make it easy for me to buy – anywhere

26. Make it easy for me to buy – any way

27. TODAY TOMORROW
Periodic Always On
Smartphones “Smart” everything
Retail by channel Retail by experiences

28. Serve me “relevant” offers all of the time

29. Use technology to augment my shopping experience
in-store

30. But also use technology to augment my experience
out-of-the-store

31. Let me do fun things in-store, not just buy

32. Offer me something worth-while in-store

33. TODAY TOMORROW
Retail names the price Shoppers name the price
Brand as experts Consumer as experts
Browse Retailers Be Retailers

34. Let me have a say on the deal I want

35. Let me help design your products

36. Let me sell on your behalf

37. Let me create my own store for you

38. Then reward me for my support

39. And support my ideas

40. THE MARKET
TOMORROW
Questions
Implications

41. What happens to retail when our phone, wallet,
refrigerator, and car are all connected?

42. What happens to consumer‟s decision journey when
brands can be predictive and personalized with every
message?

43. What happens to brick & mortar when consumers can
sell, design, & own for you?

44. Implications for us?
• Who are our most loyal and enthusiastic consumers we
can ask to participate & sell for our brands?
• What value-added experiences can we create in physical
stores to mitigate the effects of „showrooming‟?
• When can we leverage mobile to drive in-store & amplify
relevant offers?
• Where can we harness social & shopping data to provide
better, more personalized service to consumers?
• How do we construct seamless shopping experiences that
promote discovery in-store and continue the sales process
at home or on-the-go?