diy retailing a glimpse of the future - steve collinge
TRANSCRIPT
insightconsultancy
insightdiy insighttraining
IRGinsight retail group
!"#$%&#'%()*+,-.#/%/%&#*01&0(/0)#*/2',3)2*%(4,'-0/%,(5*%(/#$$%)#(+#*6*%(7%)2/*4,'*/2#*
8,-#*9-.',&#-#(/5*:0'1#(*6*8,37#;0'#7*9(137/'%#7<=**
*
insightconsultancy
insightdiy insighttraining
IRGinsight retail group
!!!"#$%&'()*&+",-"./0&%01$0&$2-3415-$061%7*0!760%&)780*7%&'$7*0%97,&:,1;;+0)-093-<&*70.90)-0)(704&$.)70413/7)0&$2-3415-$0)-041$.21,).373%8037)1&;73%80!(-;7%1;73%80*&%)3&6.)-3%80)31*701%%-,&15-$%01$*01'7$,&7%0-97315$'0&$0)(70=>0?-470#493-<747$)01$*0@13*7$&$'0&$*.%)3&7%"0
insightconsultancy
insightdiy insighttraining
IRGinsight retail group
A(70:3%)0=>093&,70,-4913&%-$0%&)7%02-30)(70B#C0#$*.%)3+80!&)(0104&%%&-$0)-0*74+%52+0)(70413/7)80%1<&$'0,-$%.473%06-)(054701$*04-$7+"0D70)31,/01$*0.9*1)7093&,7%07<73+0*1+01,3-%%01;;0-20)(70/7+037)1&;73%07$16;&$'0.%0)-0*7;&<73010.$&E.70%73<&,70)-0,-$%.473%"0
0
!>3++#7743$$?*>#$$%()<*@*0*3(%A3#*'0()#*,4*%(137/'?*7.#+%B+*/'0%(%()*+,3'7#7*/0')#/#1*0/*73..$%#'7*0(1*-0(340+/3'#'7*;%/2%(*/2#*CD*"9E*9(137/'?=*F,(/#(/*%7*+,(7/0(/$?*3.10/#1*0(1*+,3'7#7*0'#*1#$%&#'#1*0/*&0'%,37*$,+0/%,(7*/2',3)2,3/*GHIJ=*
insightconsultancy
insightdiy insighttraining
IRGinsight retail group
*
*
*
FKLM:NOE*
P',.,7%/%,(*
MQ.0(7%,(*
K(0$?7%7*
9((,&0/%,(*
P',-,/%,(*
R'0(1*P',/#+/%,(*
F0/#),'?*S0(0)#-#(/**
*
**
*
*
FNSSMOF9KT*
>3..$%#'*>0$#7*>/'0/#)%#7*
O#/0%$#'*>/'0/#)%+*K$%)(-#(/*
9-.',*P',B/0U%$%/?*
>3..$?*F20%(*DP97*
F,'.,'0/#*O#7.,(7%U%$%/?*
F,7/*MV+%#(+?*
W#),/%0/%,(7*
L'01%()*O#$0/%,(72%.7*
*
*
*
*
F8KWWMT*
S0'X#/*P'#7#(+#*
"%7/'%U3/%,(*>/'0/#)?*
>3..$?*Y3$B$-#(/*
F,(73-#'*M()0)#-#(/*
R'0(1*P',/#+/%,(*
*
*
*
*
*
*
FNCWLOE*
S0'X#/*O#.,'/7*
MQ.,'/*Y0+%$%/0/%,(*
"%'#+/*>,3'+%()*
:$,U0$*O#.,'/%()*
O#/0%$#'*Z%7%/7*
9(/#'(0/%,(0$*O#/0%$*F,--#(/***
L2#*9(7%)2/*L#0-*+,(7%7/7*,4*#Q.#'%#(+#1*#Q@'#/0%$*U3?#'7*/20/*1#$%&#'*/2#*4,$$,;%()*+,--#'+%0$*73..,'/*7#'&%+#7*4,'*73..$%#'7*0(1*-0(340+/3'#'7=
! L2#*'#/0%$*[,3'(#?=*! L2#*U0$0(+#*,4*.,;#'*72%4/=*! >,*;20/<7*(#Q/\*
! ]2?*%7*^-3$/%@+20((#$^*'#/0%$%()*%-.,'/0(/\*! L2#*',$#*,4*7,+%0$*-#1%0=*
! >,*;20/*1,#7*%/*0$$*-#0(\*
>2,..%()*I_IJ* >2,..%()*GHIJ*
! ]#<'#*0$$*(,;*40-%$%0'*;%/2*2,;*%(/#'(#/*72,..%()*207*+20()#1*,3'*72,..%()*20U%/7=*
! ]2#/2#'*%/<7*U3?%()*,(@$%(#*,'*7%-.$?*7#0'+2%()*0(1*'#7#0'+2%()5*/2#*%(/#'(#/*207*U#+,-#*0*.,;#'43$*/,,$*%(*'#/0%$*.3'+207#*1#+%7%,(7=*
! MR0?*%7*,(#*'#/0%$#'*$#01%()*/2#*;0?5*;%/2*`aU(*;,'/2*,4*.',13+/7*U#%()*U,3)2/*/2',3)2*-@+,--#'+#*%(*GHIG*b*0*B)3'#*/20/*%7*.',[#+/#1*/,*2%/*`cU(*/2%7*?#0'=*
! MR0?*7#(%,'*1%'#+/,'*4,'*-,U%$#*N$%&%#'*O,.0'7*70?7*/2#*+,-.0(?<7*37#*,4*03+/%,(75*d072*70$#7*0(1*!1#0$7*,4*/2#*10?<*20&#*+,(/'%U3/#1*/,*%/7*+37/,-#'7*#-U'0+%()*-@+,--#'+#5*;2%+2*(,;*-0X#7*3.*IHe*,4*%/7*U37%(#77=*
! F37/,-#'7*0$7,*37#*/2#%'*.2,(#7*/,*U',;7#5*'#7#0'+2*0(1*720'#*%(4,'-0/%,(=*
R'0(1*P,;#'*
O#/0%$#'*P,;#'*
F,(73-#'*P,;#'*
L2#*U'0(17*1#+%1#1*;2%+2*'#/0%$#'7*+,3$1*7/,+X*/2#%'*
.',13+/7=*
L2#*'#/0%$#'7*1#+%1#1*;20/*.',13+/7*/,*
'0()#*%(*/2#%'*7/,'#7=*
L2#*+,(73-#'*1#+%1#7*;2#'#*/2#?*;0(/*/,*.3'+207#*.',13+/7=**
• aIe*,4*Ic@Jf*20&#*U,3)2/*,($%(#*;%/2*0*7-0'/.2,(#=*• JHe*0+/%&#$?*1%1(</*;0(/*/,*U3?*,($%(#*g7#+3'%/?h*
! F3''#(/$?*/2#*,&#'*aH<7*2,$1*cHe*,4*/2#*(0/%,(7*;#0$/2=*
! L2#?*0'#*'#7.,(7%U$#*4,'*fHe*,4*/,/0$*+,(73-#'*7.#(1*g`GiHU(*0((30$$?h=*
! L2#'#*0'#*GH*-%$$%,(*,&#'*aH<7*+3''#(/$?*0(1*/2#?*0'#*)',;%()=*
! 8,;#&#'5*/2#*-,7/*%(/#'#7/%()*40+/*%7*/20/*1#7.%/#*/2%75*_He*,4*S0'X#/%()*7.#(1*%(*/2#*CD*%7*4,+37#1*,(*/2#*3(1#'*aH<7j*
! L2#'#*0'#*0$'#01?*IfH5HHH*'#/0%$#'7*%(*/2#*CD*;%/2*/2#*+,(/0+/$#77*.0?-#(/*7?7/#-*%(*.$0+#=*
! Z%70*207*70%1*/20/*%(*k*?#0'7*/%-#*aHe*,4*0$$*,4*%/7*)$,U0$*/'0(70+/%,(7*;%$$*U#*&%0*0*-,U%$#*1#&%+#=*
*! K'),7*;#'#*,(#*,4*/2#*B'7/*'#/0%$#'7*/,*#7/0U$%72*!F$%+X*6*F,$$#+/<=*
! L2#*B'-^7*l+2#+X*0(1*'#7#'&#l*,'1#'%()*7#'&%+#*)'#;*%/7*720'#*,4*70$#7*4',-*Gce*/,*JIe*,&#'*/2#*$07/*4,3'*-,(/27=*
! N'1#'7*.$0+#1*,($%(#*&%0*-,U%$#7*0(1*/0U$#/7*-,'#*/20(*1,3U$#15*0(1*fGe*,4*K'),7^*U37%(#77*%7*(,;*1,(#*,($%(#=*
*K-0m,(*1#$%&#'7*),,17*4',-*%/7*(#/;,'X*,4*C>*;0'#2,37#7*0(1*'#$%#7*,(*+,3'%#'7*73+2*07*CP>*0(1*Y#1MQ*/,*+0''?*.0+X0)#7*,(*/2#*B(0$*$#)*/,*.#,.$#<7*1,,'7=****]2#(*0*+37/,-#'*.$0+#7*0(*,'1#'5*0(*MU0?*+,(/'0+/,'*1072#7*/,*0*7/,'#*/,*.%+X*3.*/2#*),,17*b*U?*+0'5*U%X#*,'*,(*4,,/*b*0(1*1#$%&#'7*/2#-*/,*/2#*+,(73-#'5*#&#(*%4*/2#?*0'#*%(*0*.0'X*,'*0/*0*U0'=****K'),7*%(*.0'/(#'72%.*;%/2*>23/$*0$'#01?*207*%/<7*,;(*70-#*10?*1#$%&#'?*7#'&%+#*%(*T,(1,(5*+0$$#1*!T,(1,(*MQ.'#77<=*Y',-*+#'/0%(*7/,'#75*2,-#*1#$%&#'?*%7*)30'0(/##1*;%/2%(*_H*-%(3/#7=*
!"#$%&'&$L2#?*0$'#01?*X(,;*?,3*U#//#'*/20(*0(?*,/2#'*'#/0%$#'=*$()&*&+',,-$./,&0,1'$0*".,2$P'%+#*-0/+2%()*2,3'$?*0+',77*/2#*-0'X#/=*$3)1'45,*$6,7",81$]2?*%7*%/*/20/*;#*/'37/*7/'0()#'7*'#&%#;7*,4*.',13+/7*,(*$%(#*40'*-,'#*/20(*;#*/'37/*7/,'#*7/0nj**9,*7".,$W#Q/*10?*1#$%&#'?*;%/2*(,*+20')#7*0(1*/2#*0U%$%/?*/,*'#/3'(*0(?/2%()*A3%+X$?*0(1*#07%$?=*
!"#$%&''()$*+,,*,4*G5Gf_*013$/7*73'&#?#1*,($%(#*U#/;##(*W,&#-U#'*Gk*0(1*G_5*GHIG*U?*:&**"1$;+',*&.'"7,=*
fJe*,4*.#,.$#*73'&#?#1*201*!72,;',,-#1<*
!<3=(6>?@%$9(*>,3/2*D,'#05*L#7+,*8,-#.$37*207*0*4#;#'*(3-U#'*,4*7/,'#7*+,-.0'#1*/,*W,=I*'#/0%$#'*M@-0'/=*D,'#0(7*/#(1*/,*72,.*%(*7/,'#7*(#0'*/2#%'*2,-#7*[37/*U#+037#*%/<7*-,'#*+,(&#(%#(/*0(1*'#0+20U$#=*
A;99;>@*F,3$1*/2#?*U#+,-#*W,=I*;%/2,3/*%(+'#07%()*/2#*(3-U#'*,4*7/,'#7\**;%B<*T#/*/2#*7/,'#*+,-#*/,*/2#*.#,.$#j*L2#?*+'#0/#1*&%'/30$*7/,'#7*2,.%()*/,*U$#(1*%(/,*.#,.$#<7*#&#'?10?*$%=*L2#%'*B'7/*/'?*;07*73U;0?*7/0/%,(7=*K$/2,3)2*&%'/30$5*/2#*1%7.$0?7*;#'#*#Q0+/$?*/2#*70-#*07*0+/30$*7/,'#7*b*4',-*/2#*1%7.$0?*/,*-#'+20(1%7#=*N($?*,(#*/2%()*;07*1%n#'#(/5*.#,.$#*37#*7-0'/*.2,(#7*/,*72,.=*
:;9C>6D*R#$%#&#*%/*,'*(,/*.'%+#*+,-.0'%7,(*;#U7%/#7*0'#*(,;*If*?#0'7*,$15*;%/2*U,/2*S,(#?73.#'-0'X#/*0(1*D#$X,,*U#%()*7#/*3.*%(*I___=**C>%<D*K$'#01?*2#'#*%(*/2#*8,-#*9-.',&#-#(/*%(137/'?=*$C>A>66>E$L2#'#<7*0*',$#*/,*U#*.$0?#1*U?*.'%+#*+,-.0'%7,(*7%/#7*%(*/#'-7*,4*%(%/%0$*.',13+/*7#0'+25*/,*+,-.0'#*,n#'%()7*4',-*'#/0%$#'7*0(1*/,*1#-?7/%4?*.'%+%()*%(*7,-#*+0/#),'%#7=***
! L2#'#*0'#*(,;*7,*-0(?*;0?7*%(*;2%+2*+,(73-#'7*+0(*#()0)#*;%/2*0*'#/0%$*U37%(#77=*
! 3/&++,F$./4".,G*! K++#77*.,%(/7*37#1*U?*+37/,-#'7*%(*0*,(#@-,(/2*.#'%,1o**! 9(/#'(#/*LZo*Ge*! 9(@7/,'#*/,3+27+'##(7o*ce*! pO*+,1#7o*ae*! L0U$#/7o*ke*! O#/0%$#'7<*-,U%$#*0..7o*_e*! >-0'/.2,(#7o*IJe*! >/,'#7o*cke*! "#7X/,.*PF*,'*S0+o*fGe*! T0./,.o*aae**>,3'+#o*>2,..#'+#(/'%+*'#7#0'+2*
! 94."&F$.455,*.,$1&F,1$&*,$1,'$'4$54*,$'/&+$-4)HF,$'4$IJKJ$H"FF"4+$8"'/"+$'/,$+,L'$M7,$N,&*1O$&..4*-"+#$'4$+,8$*,1,&*./$P*45$!&*.F&N1K*
! R?*GHGI5*fIe*,4*CD*+,(73-#'7*0'#*#Q.#+/#1*/,*U#*%(d3#(+#1*U?*,'*/,*U#*37%()*7,+%0$*-#1%0*/,*-0X#*0*.3'+207#=*
! K-,()*Ga*/,*Jf*?#0'*,$17*/2%7*B)3'#*%7*#Q.#+/#1*/,*U#*-3+2*2%)2#'*0/*kJe*07*fae*,4*/2%7*0)#*)',3.*0'#*0$'#01?*#()0)%()*%(*7@+,--#'+#=***
! W,;5*0*(#;*7/31?*,4*I5HHH*C>*+,(73-#'7*4',-*K-#'%+0(*MQ.'#77*$,,X#1*1##.#'*%(/,*+37/,-#'*7#'&%+#7*0(1*2,;*+37/,-#'7*0+/*,($%(#*;2#(*/2#?*20&#*.',U$#-7*;%/2*'#/0%$#'7=*
! Ike*37#1*7,+%0$*-#1%0*4,'*0*+37/,-#'*7#'&%+#*%773#*0/*$#07/*,(#*/%-#*13'%()*/2%7*.07/*?#0'=**
! S,7/*/#$$%()*%7*/20/*/2,7#*+37/,-#'7*0'#*;%$$%()*/,*3.*/2#%'*7.#(1%()*U?*,&#'*GHe*;%/2*U'0(17*/20/*,n#'*l)'#0/l*7#'&%+#=*
! Y3'/2#'5*cHe*,4*73'&#?*'#7.,(1#(/7*%(1%+0/#1*/20/*/2#?*;#(/*/,*7,+%0$*-#1%0*/,*#()0)#*;%/2*0*U'0(1*,&#'*0(*%773#*U3/*#(1#1*3.*(#&#'*-0X%()*0*.3'+207#*U#+037#*,4*0*$0+X*,4*A30$%/?*7#'&%+#=*
! K11%/%,(0$$?5*+37/,-#'7*#()0)#*;%/2*#0+2*,/2#'*0U,3/*/2#7#*%773#7=*
! L2#*73'&#?*72,;#1*/20/*fce*,4*/2,7#*'#7.,(1#(/7*/20/*37#1*7,+%0$*-#1%0*4,'*+37/,-#'*7#'&%+#5*#Q/#(1#1*-#770)#7*,4*.'0%7#*4,'*U37%(#77#7*/20/*1%1*.',&%1#*)'#0/*+37/,-#'*7#'&%+#=*
! K$7,5*fJe*,4*'#/0%$#'7*'#0+2#1*,3/*/,*,/2#'*+37/,-#'7*/,*)#/*0(7;#'7*0U,3/*2,;*/,*)#/*U#//#'*7#'&%+#=*9(*72,'/5*+37/,-#'7*0'#*7##X%()*/2%7*%(4,'-0/%,(5*0(1*%/*72,3$1*U#*-01#*0U3(10(/$?*+$#0'*,(*'#/0%$#'7^*;#U7%/#7*0U,3/*2,;*+37/,-#'7*+0(*#()0)#*;%/2*/2#-*,(*&0'%,37*7,+%0$*.$0/4,'-7*/,*'#7,$&#*/2#%'*%773#7=*
*! Q*".,$E&',*/4)1,$3440,*1$R$S4.&F$%&'&$3450&+NK$
qN($%(#*'#/0%$*70$#7*0$'#01?*0++,3(/*4,'*iH*-*7A4/*,4*'#/0%$*7#$$%()*7.0+#=*T07/*?#0'*R'%/0%(<7*-3$/%.$#*'#/0%$#'7*+$,7#1*If*7/,'#7*0*10?*,(*0&#'0)#*0+',77*/2#*CD=**! %,F4"'',$
q>2,.7*(,;*'#.'#7#(/*0*.,/#(/%0$$?*+$3-7?5*BQ#1*.,%(/*%(*0(*%(+'#07%()$?*-,U%$#*;,'$1=*9(*-0(?*+07#75*/2#?*0'#*7$,;*0(1*+,7/$?*/,*010./5*#Q.#(7%&#*/,*,.#'0/#*0(1*1%V+3$/*/,*'#$%(A3%72*,(+#*73'.$37*/,*'#A3%'#-#(/r=***
**
JTU$ VUW$
TX$ JYV$
JZ[$
YJX$
2*
*! M&#'?*U'%+X7*0(1*-,'/0'*'#/0%$#'*72,3$1*0$'#01?*U#*0+/%()*$%X#*0(*,($%(#*
,($?*'#/0%$#'=*
! Y,+37*,(*1#&#$,.%()*/2#*%(@7/,'#*72,..%()*#Q.#'%#(+#=*
! L0')#/*/2#*,&#'*aH<7**! >/,'#*+$,73'#7*0(1*1,;(7%m%()*0'#*2#'#*/,*7/0?=*
! %,F4"'',$*q9/7*+'%/%+0$*/20/*/2#*1,;(7%m%()*%7*1'%&#(*U?*7/'0/#)?*0(1*(,/*,..,'/3(%/?=*"#+%7%,(7*-37/*U#*U07#1*,(*0*+$#0'*&%7%,(*,4*;2#'#*/2#*7/,'#7*B/*%(*/2#*43/3'#*7/'0/#)?5*'0/2#'*/20(*[37/*+3//%()*7/,'#7*;2#(*$#07#7*#Q.%'#r=*
**
$! R3%$1*0(1*1#&#$,.*?,3'*U'0(17=*! F,(7%1#'*$03(+2%()*?,3'*,;(*/'0(70+/%,(0$*;#U7%/#=*! O#@#7/0U$%72*/2#*'#$0/%,(72%.*1%'#+/$?*;%/2*?,3'*+,(73-#'7=*! Nn#'*40(/07/%+*+37/,-#'*7#'&%+#=*! M()0)#*;%/2*?,3'*+,(73-#'7*'#)3$0'$?*0(1*,;(*/2#*%(/#'40+#*
;%/2*/2#-=*
**
345H"+,$A,-"&O$94."&F$R$(&5,$4+$A4H"F,$$
%*&8$945,'/"+#$F&)+./,-$\,H$V[UV$• sI*K..*%(*k_*+,3(/'%#7*• s*GH*S%$$%,(*t*1,;($,017*• uIG*-%$$%,(*37#'7*0*10?*$;']1$#*48'/$/&1$H,,+$0/,+45,+&F$• Y#U*IG/2*GHIG*b*37#'7*1'#;*!"#$%&'()*"+,$"*,-.(#/"
• S0'+2*c/2**GHIG*b*!0111"#$%&'()*"+,$"*,-.(#j**
$$$
345H"+,$A,-"&O$94."&F$R$(&5,$4+$A4H"F,$$
$Q)'$'/"1$"+$0,*10,.'"7,O$"'$'44^$_K$• KNT*_*?#0'7*/,*)#/*/,*I-%$$%,(*37#'7*• Y0+#U,,X*_*-,(/27**• "'0;*>,-#/2%()*-$.&/)$$$$$
345H"+,$A,-"&O$94."&F$R$(&5,$4+$A4H"F,$$
! L2#*;,'$17*-,&%()*0/*0(*%(+'#07%()$?*407/#'*.0+#=*! W,;<7*/2#*/%-#*/,*)#/*02#01*,4*/2#*+,-.#/%/%,(=*! L2#*'#/0%$*'#&,$3/%,(*%7(</*+,-%()5*/2#*'#/0%$*'#&,$3/%,(*%7*
0$'#01?*2#'#=*! 94*?,3*;0%/*4,'*/2#*/'#(17*/,*7/0'/*0..#0'%()*?,3<'#*
0$'#01?*/,,*$0/#=*! L0X#*0+/%,(*(,;*/,*43/3'#*.',,4*?,3'*U37%(#77=*
! M([,?*/2#*'#7/*,4*/2#*[,3'(#?j**
