Your Business CONSUMER GOODS - TCG Summit · 15 Karl Trautmann, Member of the Management Board, ElectronicPartner Enrique Martinez, Managing Director - Northern Europe (France, Belgium,

SMAR

TR

EP

OR

TYour Business

Networking Catalyst

EUROPEAN TCG RETAIL SUMMIT SMARTREPORT / Special Issue N° 3 / January 2017

TECHNICAL CONSUMER GOODS

THE THINK TANK AND LEADING NETWORK PLATFORM FOR ELECTRICAL RETAIL IN EUROPE

SPECIAL EDITION:

4TH EUROPEAN TCG RETAIL SUMMIT29-30 MARCH 2017, BERLIN

Sophia TsaoVP, Head of Marketplace, Newegg

Companies need to optimise the user experience to be customer-centric.

Enrique Fernandez

Chief Executive Officer, M.video Management LLC

Klaus-Peter Voigt

Chief Procurement Officer, Media-Saturn Holding GmbH

Enrique Martinez

Managing Director Northern Europe, Groupe Fnac

INDUSTRY

SPOTLIG

HT

SMAR

TR

EP

OR

T TECHNICAL CONSUMER GOODS

04 INTRODUCTION 04 Groundwork For The Years to Come

Chris Buecker, Chairman, European TCG Retail Summit

05 PROGRAMME 05 More Than A Conference Concept 06 Speakers & Panelists 2017

08 TRENDS & FIGURES 08 Market Intelligence

GfK’s take on European Technical Consumer Goods Sectors

10 EXCLUSIVE INTERVIEW 10 Tap Into Unlimited Potential

Sophia Tsao, VP, Head of Marketplace, Newegg

13 BACK TO THE FUTURE 13 Klaus-Peter Voigt, CPO, Media-Saturn-Holding GmbH 14 Hans Carpels, President, Euronics International Dave Ward, Head of New Technology, Innovation

and Connected Home, Dixons Carphone 15 Karl Trautmann, Member of the Management Board,

ElectronicPartner Enrique Martinez, Managing Director - Northern Europe

(France, Belgium, Switzerland), Groupe Fnac 16 Jaan Ivar Semlitsch, CEO, Elkjøp Nordic John Coulter, Group Trading Director, AO.com

17 CONFERENCES 17 Defining Key Differentiators

Christophe Biget, Co-founder and Paris Office CEO, iVentures Consulting

18 Walking In The Customer’s Shoes Jan Becker, Brand Strategy, Zalando

19 Humanity is the New Luxury Jeffery R. Sears, Chairman and Co-founder, PIRCH

20 Making Sense of a Changing Landscape Alejandro Mondragon, Global Lead Retail, GfK

21 The b8ta Test Phillip Raub, Founder & Chief Marketing Officer, b8ta

22 Reimagining the Customer Experience Klaus-Peter Voigt, CPO, Media-Saturn-Holding GmbH

23 Russian Retail Stays in Step Enrique Fernandez, Chief Executive Officer, M.video Management LLC

24 Further Onwards - Towards The Digital Single Market Thomas Kramler, DG Competition, European Commission

25 The Wisdom of the OWL Roman Dumitrescu, Managing Director, it's OWL Clustermanagement GmbH

26 Growing by Differentiation Nilesh Khalkho, CEO, Sharaf DG

27 The Right Context Adam Simon, Global Managing Director, Retail Business Development, CONTEXT

28 INNOVATION ZONE 28 The Signs Are All There

Thierry Gadou, Chairman and CEO, SES-imagotag 29 Hybrid Retail - the Best of Both Worlds

Albrecht Metter, Founder & Manager, AMERIA GmbH 30 Connecting Brands and Retailers - to Sell More

Markus Röse, Managing Director,Commerce Connector GmbH Do You Have a Receipt for That, Sir?

Juuso Anteroinen, CEO, Noccela Ltd

31 STRATEGIC PARTNERS 31 Striving to Facilitate Selection and Purchasing Processes

Dan Arler, CEO, Electrolux Major Appliances 32 Small Appliances – Increasingly Innovative and Dynamic

Cyril Buxtorf, Executive Vice President EMEA, Groupe SEB 33 Got Intel. Steve Shakespeare, EMEA Retail Sales Director,

Intel Corporation 34 Making Devices More Affordable for Customers

Michael Urban, Senior Vice President, Broadline, CE, Services & Procurement,Tech Data

The Keys To Retail Success How can one succeed in technical consumer goods retail today? What are the latest transformational models, tools and services that need to be applied when it comes to plotting a new transformational path?

This year, more than ever before, the European TCG Retail Summit will help retailers and manufacturers come to grips with today’s key requirements, and important aspects to keep in mind for the future.

Again, Cleverdis is proud to produce this, the official publication of the summit, in line with our philosophy of “information intelligence” – creating decision-making tools, as this is also much more than just a congress or an exhibition. The focus of the summit is on interaction, with high level presentations actively analysed by experts, as guest speakers come face to face with the senior management of Europe’s top retailers and industry leaders in direct discussions or roundtables.

The innovation zone at this year’s summit, focussing on the customer journey, looks at real world examples of how technology is helping retailers adapt to the way people want to shop. It’s a showcase of the latest technological innovations that both disrupt the way retailers operate and power the retail experience of the future.

The summit has a clear focus on quality and exclusivity rather than quantity. On a top management level, it’s a peer-to-peer platform where people can not only exchange ideas, but also interpret the information and understand how the new trends revealed at the summit can be applied within their organisations. The presentations are followed by roundtables where the ideas and trends are re-evaluated, dissected and discussed in much more detail.

We trust that this publication will add value to your summit “journey” and will be a valuable reminder of the speakers and themes that set the stage for the future.

European TCG Retail Summit SMARTreport Special Issue N° 3 / January 2017

Richard [email protected]: +33 (0) 4 42 77 46 00

CONTENT

FOREWORD

A CLEVERDIS Publication, 65 avenue Jules Cantini, Tour Méditerranée, 13006 Marseille - France Tel: + 33 442 77 46 00 - Fax: + 33 442 77 46 01 - E-mail : [email protected] - www.cleverdis.com SARL capitalised at Euro 155,750 - VAT FR 95413604471 - RCS Marseille B 413 604 471

Publisher: Gérard Lefebvre, Publishing Director: Jean-Guy Bienfait, Managing Director: Jean-François Pieri, Editor-in-chief: Richard Barnes, Editorial coordination: Monia Tazamoucht, Art Director: Hélène Beunat. With the participation of: Bettina Badon, Anna Klima, Celina Tarnow. >>To contact them: first name.last [email protected]: CEWE Stiftung & Co. KGaA, Münster, Germany. Registration of Copyright January 2017. ISSN 2110-8676

Information presented in this publication is purely indicative in order to illustrate subjects contained therein. No guarantee can be given as to the accuracy of data or content at time of printing and thus the latter should not be used to professional or commercial ends. While all efforts have been made as to accuracy and pertinence of content and data contained in this publication, CLEVERDIS may in no case be held responsible for the consequences, whatever their nature may be, that may result from the interpretation of this data or content, or any eventual errors therein. All rights are reserved. Any reproduction of the content of this publication, even partial, by any procedure whatsoever, is strictly prohibited without the prior authorisation of the publisher. Any copy, whether by photography, photography film, magnetic tape, disc or other means constitutes a forgery, liable to punishment under French law under the legislation of 11th March 1957 covering copyright. All brands cited in this publication are registered trade marks and/or belong to companies which are their respective proprietors. The publishers and editorial staff decline all responsibilty as to opinions formulated in this publication by those interviewed or cited therein. Their opinions are entirely their own, and are included with the understanding that they contain, to our knowledge, no malicious intent. The inclusion of all texts, photographs and other documents supplied by those included in the report imply the acceptance by their authors of their free publication therein. Documents and photgraphs are not returned. It should be understood that this publication contains forward-looking statements that involve risks, uncertainties and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements. Risks, uncertainties and assumptions include assumptions relating to the timing of the record date. If any of these risks or uncertainties materialises or any of these assumptions proves incorrect, actual results could differ materially from the expectations outlined in these statements. Cleverdis assumes no obligation and does not intend to update these forward-looking statements during the period of publication. Photo Credits and Copyright: All Rights Reserved

Your Business Networking Catalyst

4 European TCG Retail Summit SMARTreport / Special Issue N° 3 / January 2017

INTRODUCTION

At last year’s summit in Amsterdam, what transpired from the presentations and the insights from the speakers was less the focus on price or products; what really matters is the customer. He or she is the point from which the entire journey begins -- as their wants determine everything. That’s why we decided to make the overall theme of this year’s summit “Reimagining the customer experience”. This year, we have leading innovative electronic retailers not only from Europe, but also the USA and the Middle East on stage, presenting their best practices and latest concepts as to how they engage and excite customers. Interestingly, we are seeing a trend in the market in which former pure online players, such as Zalando, whose staff will be present at the summit, are now starting to integrate some elements of offline business, combining them to create a winning formula. Another important factor at this year’s summit, that augers well for the future, is the fact that we will be bringing together retailers, and to some extent also brands, with retail technology that truly enhances the customer experience and journey.

For this, we have an innovation zone in which there will be a limited number of carefully selected retail technology companies that have developed services of great interest for retailers and brands.

What makes this summit so special? We are not just focusing on one “theme” for the conference, such as marketing or logistics, or just CEO topics. We have an expansive range of talks. While the general theme is the “customer experience” we will also talk about what’s relevant today for board members – what’s being discussed in boardrooms, and what we should pay attention to. We are also talking about Internet of Things, Artificial Intelligence and competition law – which is very relevant today. It’s a very broad agenda. Our aim is to let people go back with three or four points that they decide to implement in their company, readying themselves for the challenges not only of today, but of the future as well. The networking and business opportunities over these few days are unique, as top management people can meet in a relaxed and open atmosphere. It’s the number one networking event for senior management in TCG retail.

Groundwork For The Years to Come European TCG Retail Summit Chairman Chris Buecker sets the stage for another not-to-be-missed event

Chris BueckerChairman, European TCG Retail Summit

With its head office based in Zug, Switzerland, Retail Plus GmbH is an international service company with a clear focus on the TCG retail sector offered by three brands – the European TCG Retail Summit, Buecker&Partners and retailplus.

The European TCG Retail Summit is the leading international retail conference for electrical retail and industry.

Buecker&Partners (www.bueckerandpartners.com) specialises in executive search for senior management.

retailplus (www.retail-plus.org) offers customer-made travel programs to best practice electrical retailers and stores throughout Europe and beyond.

RETAIL PLUS – THE SUMMIT, AND SO MUCH MORE…

European TCG Retail Summit SMARTreport / Special Issue N° 3 / January 2017 5

PROGRAMME

The European TCG Retail Summit combines today´s retail and future, established values and innovation, best practice and analysis.The focus is on interaction. High level presentations will be actively analised by domain experts: the guest speakers will face the antithesis of international senior management from Europe´s leading retailers and

industry captains in direct discussion or panel format.See real world examples of how technology is disrupting and changing the way that shoppers shop and retailers retail by visiting the innovation zone. The innovation zone will showcase the latest in technological innovations that both disrupt the way we retail today and power the retail experience of the future.

More Than A Conference Concept

DAY 1 29th March 2017

09:00 am REGISTRATION AND NETWORKING SESSION OPEN

10:20 am CONFERENCE SESSIONS, DAY 1

Welcome by Chris Buecker, Chairman of the European TCG Retail Summit

Conference host's opening remarks

Online and in-store innovation throughout the customer’s journey Christophe Biget, Co-founder and Paris Office CEO, iVentures Consulting, France

Walking in the customer’s shoes - what we have learned about Customer Centricity at Zalando Jan Becker, Brand Strategy, Zalando

Innovation Preview

Networking Lunch and Exhibition viewing time

Humanity is the New Luxury Jeffery R. Sears, Chairman & Co-Founder of Pirch, U.S.A

Retail and the future multi-channel experience Alejandro Mondragon, Global Lead Retail, GfK

Networking and Exhibition viewing time

How can physical retail thrive in a technology obsessed world? Phillip Raub, Founder & Chief Marketing Officer, b8ta, Silicon Valley/USA

Retail as a service Klaus-Peter Voigt, Chief Procurement Officer, Media-Saturn-Holding GmbH

06:30 pm END OF CONFERENCE, DAY 107:00 pm DINNER RECEPTION08:00 pm EXCLUSIVE NETWORKING DINNER

DAY 2 30th March 2017

08:15 am CONFERENCE SESSIONS, DAY 2

In conversation with: Enrique Fernandez, Chief Executive Officer, M.video Management LLC, Russia

Intelligent Technical Systems: The key for a leading position in future markets Dr.-Ing. Roman Dumitrescu, Managing Director, It's OWL Clustermanagement GmbH, Germany

The European Commission's e-commerce sector inquiry. In conversation with: Thomas Kramler, Head of Sector, Task Force Digital Single Market, European Commission, Belgium

Sharaf DG - Growing through differentiation Nilesh Khalkho, CEO, Sharaf DG, United Arab Emirates

Networking Lunch and Exhibition viewing time

What makes TCG Retailers attractive to the investment community? Adam Simon, Global Managing Director, Retail Business Development, CONTEXT, UK

THE BOARDROOM TALK - What is the focus in the boardroom for the future of retailers? Andrea Gisle-Joosen, Independent Non-Executive Director, Board of Directors, Dixons Carphone plc

Chairman's closing remarks and close of 4th European TCG Retail Summit

04:00 pm END OF CONFERENCE


PROGRAMME

Speakers & Panelists 2017

Dan ArlerCEO Major Appliances EMEA, Electrolux

Thomas BaaderExecutive Vice President, BSH Hausgeräte GmbH

Jan BeckerBrand Strategy, Zalando

Christophe BigetManaging Partner, iVentures Consulting

Franjo BobinacPresident of the Management Board & CEO, Gorenje, d.d.

Chris BueckerChairman, European TCG Retail Summit

Cyril BuxtorfExecutive Vice President EMEA, Groupe SEB

Hans CarpelsPresident, Euronics International

Jean CharretteurGlobal Non Food Commercial Director, Metro Group

John CoulterGroup Trading Director, AO.com

Fabio De Longhi CEO, De'Longhi

Roman Dumitrescu Managing Director, It´s OWL Clustermanagement GmbH

Turan ErdoganCEO, Vestel

Enrique FernandezChief Executive Officer, M.video, Russia

Andrea Gisle JoosenBoard of Directors, Dixons Carphone

Bulent GurcanChief Executive Officer, Teknosa, Turkey

Nilesh KhalkhoChief Executive Officer, Sharaf DG, UAE

Thomas KramlerHead of Sector, Digital Single Market, DG Competition, European Commission


Roberto LaroccaGlobal Customer & Channel Mgmt. Director, Vodafone

Rick LondemaSenior Vice President Consumer Sales, Sony Europe

Enrique MartinezGeneral Manager France & Northern Europe, Groupe Fnac

Alejandro MondragonGlobal Lead Retail, GfK

Pieter NotaEVP, Member of the Board of Management, Personal Health Business, CMO, Royal Philips

John OlsenManaging Director, Euronics International

Lucas PerraudinGeneral Manager hp.com & Retail Sales EMEA

Phillip RaubFounder & Chief Marketing Officer, b8ta, Palo Alto, USA

Jeffery SearsChairman & Co-Founder of Pirch, San Diego, USA

Jaan Ivar SemlitschCEO, Elkjop Nordic

Steve ShakespeareEMEA Retail Sales Director, Intel Corporation

Adam SimonGlobal Managing Director, Retail Business Development, CONTEXT

Alessandro StanzaniExecutive Vice President of Consumer Imaging Group, Canon Europe

Karl TrautmannMember of the Management Board, Electronic Partner

Michael UrbanSenior Vice President Broadline, CE, Services & Procurement, Tech Data

Klaus-Peter VoigtChief Procurement Officer, Media-Saturn Holding

Dave WardHead of New Technology, Innovation & Connected Home, Dixons Carphone

Adam WilliamsHead of European Channel Group, Samsung Europe


Market Intelligence GfK’s take on European Technical Consumer Goods (TCG) Sectors

TRENDS & FIGURES

In a slightly growing overall European TCG B2C market, during Q1-Q3 2016, online sales continued to take share, reaching 23% and rising at a growth rate of 9% year on year.

Telecoms and Major Domestic Appliances are the growth drivers of TCG overall. Online however, all sectors but Photo showed significant growth, with the key sectors of Small Domestic Appliances and Telco contributing a strong 2-digit growth. Between sectors, there are clear structural differences in terms of online/offline distribution. IT, also being the biggest sector overall, has by far the highest online sales penetration – now more than one third in value terms.

Although internet sales are growing and an online shop has become a hygiene factor for most retailers, physical store retail is still the major point of sale, accounting for more than two thirds for most of the sectors in Technical Consumer Goods.This means we are entering an evolutionary phase in retail, where cross-channel concepts are no longer pure add-ons, but are becoming an increasingly sophisticated integral part, trying to meet the seamless experience that shoppers are seeking.

REIMAGINING THE CUSTOMER EXPERIENCE IN THE FUTURE OF RETAIL

A combination of advances in technology and a continuing climate of austerity have created a new breed of shopper: the Connected Consumer. Glued to his or her smartphone, price aware and shopping as

much for an experience as for a product, they are on a mission – and it’s a retailer’s job to help them fulfil it. Choice, price, convenience and the customer experience itself all contribute to retail success. Through our global study entitled GfK FutureBuy*, we have gained unique insights into how retailers need to master each of these four battlegrounds to win over the shopper of the future.

CONVENIENCE: BE WHERE SHOPPERS ARE

Being convenient to shoppers has always been a crucial part of providing them with the retail experience they require. However, convenience now means more than just having a perfectly positioned store. Today’s Connected Consumers expect retailers to go to them. With, according to our FutureBuy study, one third (34%) of consumers globally considering their mobile device to be their most important shopping tool, retailers must not only be optimised for mobile but have a first-rate search strategy too. So success for retailers, in terms of providing a convenient experience, means moving from creating shopper attraction to appearing at the shoppers’ moment of need.

CHOICE: SELL TO “NEED STATES” NOT CATEGORIES

Providing shoppers with a positive experience also involves making their lives easier. Bringing disparate products together – such as Smart Home categories linked with Smartphones are a way of showing how things work and that in fact it can be

easy. This facilitates consumer choice and benefits the time-poor shopper. Our FutureBuy study points out that a relevant driver (for 22% of shoppers) of in-store shopping is being able to buy multiple items simultaneously.

Retailers who succeed in perfectly packaging “choice” for consumers will be those that engage effectively with their mindset. Curating and merchandising products according to shoppers’ lifestyles and “need states” will be key. For retailers, this opens up a wealth of cross-selling occasions to maximise the value of each visit. It also offers them the opportunity to innovate with manufacturers to improve product assortment in their common pursuit of growth.

PRICE: BE TRANSPARENT ON PRICE POSITION

Connected Consumers are savvy; they know they might be able to buy the same item for less if they compare retailers’ pricing, or buy it online instead of in-store.

Omnichannel is now king and connected shoppers are increasingly demanding


While consumers like a deal and this is often seen as synonymous with a good retail experience, it is important to more than half of them globally that they pay the same price for an item whether they buy it online or in-store. We also think price matching has the potential to free shoppers from the compulsion to check prices. By thinking “one product, one price”, retailers and manufacturers would enable shoppers to concentrate on the purchase experience. With the shopper already in their stores, retailers should facilitate in-store price comparisons through mobile apps, and use the opportunities this technology provides for up-selling, cross-selling and enhancing the retail and brand experience.

EXPERIENCE: MAKE SHOPPERS FEEL GOOD ABOUT THEIR CHOICES

Physical stores are a unique opportunity to provide an immersive experience that helps consumers visualise the benefits of a product. The primary reason for shopping in-store for 46% of shoppers is to see and feel the products before purchase. Retailers need to let the environment inspire shoppers, and for this, some have already made changes to get the most from their physical stores. For example, they may provide a space designed to inspire consumers through immersive experiences. Other practices in showrooms can help non tech-savvy shoppers better visualise the benefits of

a new product or connected ecosystem.On the other hand, online channels, which possess consumer data, offer the key to personalisation and recommending relevant products and services. In our FutureBuy survey, 35% of shoppers globally told us that they like it “…when a website keeps track of my visits and then recommends things to me”.

CONCLUSION

Omnichannel is now king and connected shoppers are increasingly demanding. Service has evolved to mean not just fulfilling, but instead anticipating shoppers’ needs. The four battlegrounds of retail – choice, price, convenience and experience – may not look any different to those of the past, but mastering and maximising them as they evolve now and next requires customer intelligence innovation, inspiration and investment. This is the future of retail.

* GfK FutureBuy 2016: an online survey of 20,000 consumers aged 18+, in 20 countries, across key categories (FMCG, services, consumer durables, automotive, toys, apparel, home improvement, garden, furniture etc.)

KEY FINDINGS58% say:

“It is important to me that the price of an item be the same whether

I buy it online or in-store.”

42% say: “I would be more loyal to a brand/retailer that lets me give input or help shape the products/services

I buy.”


EXCLUSIVE INTERVIEW

Sophia TsaoVP, Head of Marketplace, Newegg

Traditionally, the egg is a symbol of birth and unlimited potential. Newegg is a top e-commerce shopping destination that bridges sellers from over 30 countries to shoppers and new market opportunities from North America, Europe, and Asia. We asked Sophia Tsao, VP, Head of Marketplace to tell us a little more about the company.

Newegg Inc. is a leading online retailer committed to becoming the most loved and trusted marketplace on the web. We tirelessly pursue these goals by offering a superior shopping experience, rapid delivery and stellar customer service.

With more than 47 million products and an award-winning website, Newegg proudly earns the loyalty of tech-enthusiasts and mainstream e-shoppers alike. We equip our customers with state-of-the-art decision-making resources such

as detailed product information, buying guides, video review educational content, and over 3 mil l ion customer reviews and high-resolution photo galleries. We offer our customers peace of mind with lightning-fast delivery through our industry leading

logistics infrastructure and capabilities.Growing demand in other tech-related categories led the company to establish the Newegg Marketplace in 2011 as an expansive business unit of Newegg.com. Since establishing our Marketplace platform, we have grown to include numerous product categories which have helped us to become a one-stop

online shopping destination in a broad range of categories. Since then, Newegg marketplace has become the #1 marketplace for everything “tech”, and North America’s 2nd largest pure play e-commerce retailer. We already have over 30 million registered customers to whom merchants can sell their products, while also leveraging “Shipped by Newegg” fulfilment solutions.

How do you work to help European sellers? Currently, we assist European and international sellers from all over the world in selling to the US and eight other countries. We plan to increase the number of countries that our sellers can reach to twenty by the end of 2017. Many of them understand that the US is one of the largest markets in the world, but the complexity tied to cross border e-commerce can be a deterrent.Newegg’s “First From Europe” seller programme aims to reduce complexity by streamlining three areas: transactions, fulfilment, and marketing. For example, Newegg simplifies sales transactions by being the merchant of record so European and global sellers alike are not liable for US sales taxes. European sellers are thus not required to have a registered US entity in order to sell,

Tap Into Unlimited Potential Newegg symbolises new hope for e-commerce, offering opportunities for European sellers on the global stage

European companies looking to expand into the US can feel at ease knowing that our tailored made programme offers solution that removes most barriers of entry into the US market


Tap Into Unlimited Potential Newegg symbolises new hope for e-commerce, offering opportunities for European sellers on the global stage

and sellers are able to obtain a US bank account through one of Newegg’s payment service partners or receive payment into their home country bank account. Newegg also offers a comprehensive fulfilment service: our “Shipped by Newegg” service, which sellers can utilise to store products and leverage Newegg’s fulfilment centres to ship orders and manage returns. On top of all this, Newegg has customisable marketing and merchandising programmes that sellers can tap into for driving traffic and clicks to their brand and products.We help brands, manufacturers and retai lers drive effective marketing campaigns, and this has been a tremendous tool for our existing European and Asian merchant base. Newegg has a straightforward commission structure, with no monthly fee or service fees. Flexible payment options mean vendors can receive weekly funds via wire transfer to local or domestic bank accounts.

What are your plans when it comes to mobile commerce? Mobile Commerce continues to be a focal point for Newegg. And today, Newegg is the #24 company in the mobile commerce global Top 500. We have recently integrated SMS messaging into our customer service umbrella, which has allowed us to streamline our communications, because customers can quickly get answers to their questions without being placed in an online or call queue. In addition, we’re looking to expand our social commerce initiative more in 2017. With today’s rapidly changing landscape, mobile is the centre of discussion and it is simply not something that you can avoid. Being exactly where your customers are,

and in a format that makes it easy for them to interact with your brand and shop for products is vital to survival and staying top-of-mind. We use an omnichannel approach when we execute our content and promotional strategies, which tailor the message specifically to the individual channel for the greatest effect. We utilise an approach that pairs our content and commerce together to ensure that we are leading our customers with education and expertise, while giving them the promotional push to increase conversions. This is done in different ways on different channels, but it all comes down to covering all our bases on all the channels. Mobile Commerce is not so much a strategy anymore as it is a standard practice, as connecting with customers at various touch points throughout their relationship with the brand is imperative. As the customer’s patience for dealing with poor user experience fades quicker and quicker, companies need to optimise the user experience to be customer-centric. Our User Experience team continues to work on testing and improving the functions on our platforms to ensure the best possible interaction with the customer.

With today’s rapidly changing landscape, mobile is the centre of discussion and it is simply not something that you can avoid



BACK TO THE FUTURE

Back to the FutureWhat will be the biggest threats to retail in coming years, where do the opportunities lie, and what could retailers be doing better? Some of the industry’s top players comment…

For the next pages, we have gathered together the thoughts

of a number of key thought-leaders in the industry, and one

common thread emerges. The greatest challenge in today’s

retail world is in truly understanding the wants and needs of

customers in such a way as to apply new techniques and

tactics to sales processes.

Two elements are changing in very profound ways. The first is

the fact that there is no longer a “typical” customer. Indeed,

the wants, needs and levels of technological sophistication

vary so much from one client to another, and one market to

another, that one size definitely doesn’t fit all. The second

major element of change is that of the kinds of products

that are arriving on the market that cannot be easily sold

as simple “stand alone” items, as they now often fit into an

“ecosystem” that needs to be explained and demonstrated in

order for the client to obtain true satisfaction in their use.

Coming to grips with the way people want to consult,

compare and eventually purchase products, and finding

better ways of interacting with them on all levels, has become

the challenge of the decade. There are of course different

approaches, but what will work best for the years to come?

Into what kind of technology, infrastructure or training should

retailers be investing? How can one stand out in a world

where price and product comparison have become a snack?

How can bricks & mortar retail be as reactive as online, and

how can online traders add the “touch and feel” that one

can only obtain in-store? What kinds of omnichannel models

work best? Is there a best model? These questions – and no

doubt many more will be addressed at this year’s summit –

and to some extent, in the following pages!

CHALLENGES In recent years, we’ve developed into a pioneer of digitalisation in the retail sector, but we can’t afford to rest on our laurels. Instead, we must constantly ask ourselves: “What offering or product will be the next game-changer? And what services will it require?” Maintaining our leading position requires both a willingness to change and customer focus. We have to permanently focus on the customer, keep on our toes, and rapidly develop in line with our customers’ needs.

OPPORTUNITIES Digitalisation opens up new opportunities for us every day. We’ve shown that click and collect is an opening with currently one in two online orders picked up in-store. We’ve shown that virtual reality is an opening and now offers many ways to experience new corresponding products and technologies.

THE PATH TO CHANGEAt Media-Saturn, we’re already doing a lot. Nevertheless, at some point someone will develop a new idea that will turn everything upside down. Therefore, as well as working on innovations ourselves, we also support retail-based start-ups and observe developments in the founder scene very closely. When a rocket takes off, we want to be at the controls!

Klaus-Peter VoigtCPO Media-Saturn-Holding GmbH


CHALLENGES I see a slowdown in product creativity from manufacturers. When was the last time that a total new product was launched? The tablet: after 6 years this market has shrunk dramatically. Apart from the SDA category where many new products are launched, I do not see many new devices coming in CE, Telecoms or IT. Upgrades certainly, but novelties are rare. This of course affects the business model where fewer players will be around (both in manufacturing as in retailing/distribution). This evolution is the reason why many retailers are looking to possible adjacent business fields (IOT, health, etc.).

OPPORTUNITIES The transparency of pricing has created more or less a level playing field: the difference is rarely made on price anymore. This means that there are many opportunities to differentiate for inventive retailers and manufacturers, but one thing is sure: the customer will decide whether the differentiation is to his or her liking.

THE PATH TO CHANGE Most human beings prefer to adapt only modestly when they are confronted with a new environment. One rarely adapts enough but let’s be clear: for the years to come, adaptation will be our duty.

Hans CarpelsPresident, Euronics International

CHALLENGES Our business will be challenged by the emergence of utility and telco providers entering the connected home devices market. As utility providers and telcos start to enter what is currently a nascent connected home market, the potential change for consumer buying habits is very profound. By the same token, as users become more versed at online as their initial route to discover and purchase products, we as an industry need to get smarter and cleaner with our transitions from online to in-store.

OPPORTUNITIES Services; customers want and demand peace of mind and ease of use. Increasingly we’re seeing through the digitalisation of services (Uber, Netflix, Spotify, Laundrapp, Deliveroo) and the move to all in subscriptions (WeLive, WeWork etc) that users are moving more to simple ways to live their lives. We have the opportunity as retailers to leverage the services we offer to support, repair, help and advise people in their increasingly connected lives.

THE PATH TO CHANGE There are several retailers thinking outside of the box, putting customers first and driving their services expansion quickly. But this is all done in their core markets. We need to think how we globalise our service offerings so that we are placed well against global retail players as the world is increasingly connected and people move freely across borders.

Dave WardHead of New Technology, Innovation and Connected Home, Dixons Carphone

BACK TO THE FUTURE


CHALLENGES A mix of permanent change of customer demands, the use of rather short-lived digital applications in order to meet the customer’s requirements in combination with totally new product worlds mean there is no one single challenge.

OPPORTUNITIES Our best chance, which we are already using very successfully in the stationary retail sector, lies in the increasingly strong final user needs for a comprehensive orientation and personal consultation. If we are able to meet the specific customer requirements with an excellent, professional service on a high convincing human level, we will have the best chance for success.

THE PATH TO CHANGEI would never judge the foresight and the courage to a critical self-reflection of others. In 2017, we at ElectronicPartner are proud to celebrate our 80th anniversary. Since 1937 we have been proving continuously that we are managing the “change”. An essential criterion for success is to be in touch with the final customer’s needs as closely as possible. And, very importantly: taking ownership and drive the business; don’t just waiting for things to happen.

Karl Trautmann Member of the Management Board, ElectronicPartner

BACK TO THE FUTURE

CHALLENGES The main focus of our attention is on creating value in our product categories, from White Goods to Electronics, as well as in the Culture and Entertainment categories; innovation and the ability to promote these categories will be key. Assisting customers with online consumption is fully in keeping with the network of Fnac Darty stores, which have a large presence in our regions, especially in France.

OPPORTUNITIES Groupe Fnac Darty now represents a single platform for brands to offer a unique experience to customers, either in the stores or online, with over 600 retail stores. We intend to offer our customers an ecosystem of innovative and effective services, which will be strong differentiation factors.

THE PATH TO CHANGE We have undergone an extensive process to transform our organisational structure and our retail stores over the last few years. Digitisation remains an economic challenge, as does adapting our logistics and operating tools. The industry needs to create value so that it can continue to invest not only in product innovation but also in the customer experience.

Enrique MartinezManaging Director - Northern Europe (France, Belgium, Switzerland), Groupe Fnac


CHALLENGES Not delivering enough value to the customer and strong enough customer proposition. Making sure to become even more cost efficient, and keeping up to date with all new systems and tools. In addition, how to take into account falling footfall into the stores, and how to take this into account without losing customer focus. Moreover, putting enough resources into the organisation to develop the digital growth. Important also in a large retail organisation is to make sure we all have the same shared goals and the same set of values.

OPPORTUNITIES Innovation of products and services and therefore even more growth. In addition, seamless integration of online and offline, as well as opportunities to develop new customer segments and new growth areas. The advantage in our industry is that we will have new growth opportunities all the time, due to strong innovation. In addition, we have space in our stores to show these products. Moreover, there are big opportunities related to services and also owning the home/home installation.

THE PATH TO CHANGEBeing a strong market leader, but still remaining flexible, is important, while making sure we are doing enough to adapt. As always, all those in the organisation must have the mindset to be willing to adapt to new things, and implement this quickly.

Jaan Ivar SemlitschCEO, Elkjop Nordic

CHALLENGES & OPPORTUNITIESA threat can be an opportunity if managed in the right way. One of the biggest challenges we face as a relatively new business is awareness – making consumers aware of our brand, what we do and the great level of service they can expect throughout the purchase journey both pre and post-sale. Around 65% of customers still purchase in store, and our task is to accelerate the move to online and out of store to enable a quicker growth rate for our business. There is an obvious answer - throw some money at it and increase our ATL spend to drive new customers through our virtual doors. But this is not the only solution, and it’s not necessarily the smartest route. We continue to add new categories in all markets which enables us to cross sell to new and existing customers growing the customer base and retaining them as they experience the ease and great service they don’t normally associate with the category. Also, purchase behaviour is changing, consumers are using different devices to gather information and make purchases. We adapt to these behaviours by serving up content that is optimised to different devices and to different purchase patterns throughout the day.

THE PATH TO CHANGE VR and 360 are already here and we are working on another great

way to offer a better experience than a store – consumers will be

able to look round, listen to great (accurate) content, share and

even choose the bits they want, in effect creating their own journey

and all from the comfort of their own home.

John CoulterGroup Trading Director, AO.com

BACK TO THE FUTURE

CONFERENCES


The title of a presentation at the summit by Christophe Biget, Co-founder and Paris Office CEO, iVentures Consulting, France is “Online and in-store innovation all along the customer journey”. We asked him how important the two words “all along” are in this sentence…

Innovation is required all along the customer journey and these 2 words “all along” are very important. Retailers must provide customers with a delighting and hassle-free experience before, during and after purchase, both online and in-store.

With challenges such as increased competition, digital transformation and shorter product lifecycles, successful retailers tend to focus on 2 key objectives: develop customer acquisition, while maximising customer satisfaction and generating loyalty.

Innovation is key for reaching these objectives, as it allows differentiating from competition. Amazon has been the first retailer to implement a massive personalisation strategy, proposing each customer the right product at the right time in the right way. Moreover Amazon also innovated through Amazon Prime with free and fast delivery, soon followed by 1-hour delivery. In doing so, Amazon has created a unique relationship with each customer.

Your work as a digital strategy consultant covers a very broad range of retail sectors. How does the TCG sector differ from others in its need to innovate?We believe TCG retail differs from other retailers for several reasons. One is frequency of visit. While customers visit their grocery store once or several times a week, they visit TCG retailers a few times

each year. This means that TCG retailers will not have a second chance to make a good first impression and need to provide customers immediately with what they are looking for. Innovations such as geo-localisation, live events, rich contents, human or virtual personal shoppers will contribute to generate pleasure, provide information and help customer identify the right product.

Another reason is that the offer of TCG retailers tends to become more and more similar as they all propose the same products at the same price. The challenge is to create trust and a unique relation with customer, relying on new services and a new relationship between the retailer and its customers.

Where should retailers be concentrating their efforts when it comes to fostering business? If we take the example of online customers, they tend to expect seeing the product in action, benefit from the best quality of advices and receive the product as soon as possible. Successful TCG players are now providing services such as reviews and ratings, test videos on products, live chat session with experts and one-hour delivery.

Unfortunately, there is no “secret recipe” that fits all retailers but providing a unique experience, innovative services, and most important: be there when clients require help will be a winning strategy.

Defining Key DifferentiatorsOnline and in-store innovation all along the customer journey

Christophe BigetCo-founder and Paris Office CEO, iVentures Consulting, France

There is no 'secret recipe' that fits all retailers

CONFERENCES


Jan Becker, Brand Strategy, Zalando is presenting “Walking in the customer’s shoes - what we have learned about Customer Centricity at Zalando” at this year’s summit. We asked him just what he has learned…

“Always put yourself in your customer’s shoes” is one of Zalando’s key values, and becoming a true customer centric company is a key objective, as we know that the more satisfied the customer is by our targeted solutions and offers, the more sustainable the relationship is with her or him. We continuously strive to improve and optimise our customer experience, whether it’s on a product, service, fulfilment or communication level. We have learned that becoming a truly customer-centric company requires efforts on both internal and external dimensions. Integrating and merging data from different sources to acquire meaningful insights, creating an environment that fosters creativity and aligning cross-functional resources to optimise for fast and flawless execution are crucial to us. One possibility to meet the customers’ demands is to shorten the delivery times and increase the capacity of our fulfilment to make sure that every customer can benefit from a fast and convenient shopping experience and delivery.

What are your thoughts on omni-channel?Omni-channel should be derived from a customer centric perspective. It should provide an added value to the customer experience - it does not necessarily

present a benefit in itself. To me, the challenge is to understand how different channels can amplify each other, rather than emulating an offline experience

online or vice versa. For fashion though, the future is not division, but a seamless blend of online and offline experiences. This sort of convenience for the consumer is at the core of blending the online and offline experiences. Your business crosses a number of state borders in Europe. What are the key challenges in this respect? We operate in 15 European countries and aim to answer the needs and expectations in all markets that we operate in. There are differences in culture and preference in regards to fashion payment or delivery options. On top, there is the obvious geographical challenge when it comes to logistical processes. Over the past years, Zalando has managed to increase local relevance and impact through different initiatives ranging from operational improvements with more than 20 payment methods and delivery options across Europe to communication strategies on local level. The goal is to ensure that all our customers have a convenient and comfortable shopping experience.

Walking In The Customer’s ShoesEnsuring a “convenient and comfortable” shopping experience

Jan BeckerBrand Strategy, Zalando

Becoming a truly customer centric company requires efforts on both internal and external dimensions

CONFERENCES


A proven veteran of manufacturing, consulting, retail, home improvement and construction, with a history of transformational leadership, Jeffery R. Sears - Chairman/Co-founder of PlRCH has had the opportunity to guide numerous companies to unprecedented success. Whether it be carpet manufacturing, construction services, retail, or home improvement, Jeffery has been a part of building over US $ 3.5 bn in monetisation value across four industries. We asked him what PIRCH is all about and what makes it different…

PIRCH is a curator and retailer of the world's finest appliances and decorative plumbing brands for the home, bringing these brands to life in highly experiential showrooms resulting in an “unforgettable shopping experience”.

PIRCH accomplishes this through highly educational and sensory immersive environments intended to inspire its guests. Staffed by a passionate team of chefs, baristas and product advisors, PIRCH aims to educate and inform. We believe that creating significant moments and indelible memories are the foundation to a life well lived. With intention and purpose, we seek to increase the

frequency and delight inherently found in those moments.From the beginning, PIRCH has operated with a defiant attitude and audacious objective: to focus on people and life’s precious few moments, rather than stainless steel and porcelain. We wanted inspiration, education and accountability. Our homes serve as the backdrop that connects us to family, kindle our friendships, and create permanence within our community. As for PIRCH, we are neither retail zealots nor big company movers. We are fathers, mothers, friends, wives, brothers, builders, cyclists, wannabe chefs, animal lovers, creators, travelers and at least one cheese head.

Your presentation is entitled, “Humanity is the New Luxury”. Just how important is human contact and why?Simply put, it is the root of long-term success for retail, specifically ‘brick and mortar’ and the need to tap into our DNA. The need to interact with one another, to gather, to experience, to learn is why the concept of “humanity is the new luxury” was created. The journey on how to build a company that is not a commodity, fad, or brand, but a company that operates in rarefied air between the intersection of “love and respect” is the key to a brand’s future differentiation.

What will be the key take-aways from your presentation?A clear understanding of the fundamental requirement that we, humans, have to interact. It is in our DNA to be with others, to learn, share, and experience. This is the future power of retail over the internet and the “click” of a keyboard to purchase. This presentation will help everyone focus on a return to elegance, the proper interaction that is missing for the most part with the consumer today.

Humanity is the New LuxuryPIRCH co-founder Jeffery R. Sears reveals his concept of an “unforgettable shopping experience”

Jeffery R. SearsChairman and Co-founder, PIRCH

As for PIRCH, we are neither retail zealots nor big company movers

CONFERENCES


Alejandro Mondragon — Global Lead Retail, GfK — is to host a presentation entitled, “Retail and the future multi-channel experience” at this year’s summit. We asked him how trends are evolving in this respect…

For the connected shopper, the distinction between the online and offline experience is increasingly blurred. This is what we mean by “multi-channel experience”. For retail, the multi-channel experience is shaped by two distinct but linked trends: firstly, the desire for convenience and speed, and secondly, the rise of mobile. Convenience means being where your shoppers are – any time, any place. Today, shoppers’ tolerance for complex or inconvenient retail is rapidly deteriorating. In the future, delivering convenience in retail will mean anticipating shoppers’ requirements. This is where mobile becomes extremely important. As consumers use mobile to research and buy, omnipresence in that journey is vital. A third of global consumers say their mobile is the most important tool when shopping. To succeed in the future, everyone in the supply chain needs to think about the shopping experience.

How does GfK work in the TCG environment? Our research helps retai lers and manufacturers make sense of the changing landscape. We provide market trends with sales performance at channel, category, brand and product level. This helps our clients understand what evolutions in shopper behaviour mean; for instance, expectations of better experiences, faster delivery and transparent pricing.

With so much choice available to consumers both online and offline, the pressure is on retailers to ensure they keep ahead of the game. How can retailers address this?As consumer patience wanes, smart technologies can takeover. They can learn user habits to offer convenient, personal ised, predict ive solut ions. Retailers and their partners are developing new ideas to address this. Take for example the raise in Click & Collect. One of the remaining barriers for shopping online is getting your goods delivered. So why not have the goods ready to be picked up at a convenient location? For instance, a train station on your evening commute. And make this location able to accept returned goods, another barrier to shopping online.

That means matching consumers’ expectations, fast. What can retailers do to keep up with the pace?It means being able to spot shoppers’ unmet needs and identify opportunities. Many of the answers lie in the data, which we interrogate and analyse. Using this intelligence, retailers are able to create a value proposition based on assortment, price, promotion and service that helps to create that all-important memorable experience. This will keep shoppers coming back to the store, whether online or offline.

Making Sense of a Changing Landscape GfK demystifies “retail and the future multi-channel experience”

One of the remaining barriers for shopping online is getting your goods delivered

Alejandro MondragonGlobal Lead Retail, GfK

CONFERENCES


Phillip RaubFounder & Chief Marketing Officer, b8ta, Silicon Valley, USA

After opening their flagship store in Palo Alto, CA (US) b8ta has become a popular destination for shoppers seeking to test, try and buy the latest connected products. We asked Founder & Chief Marketing Officer, Phillip Raub, to tell us a little more about his company…

Feedback from our customers, as well as our maker partners, has been tremendous, and we are excited to now expand, with stores opening in Santa Monica (Los Angeles) and Seattle, WA. We launched with one mission in mind: to fix the retail experience for both shoppers and product partners. We set out to create a place where people could have meaningful interactions with the latest, most cutting-edge consumer technology–and to give makers the opportunity to connect with those shoppers in an unprecedented way. Our Palo Alto store opened in December 2015–since then, we have worked with over 100 partners to provide them with an alternative retail channel.

Using advanced technology, paired with our innovative out-of-box retail model, we’ve been able to provide next-level analytics for makers—and we’ve seen:• Million s of product engagements • Dozens of product launches with partners

like Pepper the Humanoid Robot, Osmo, etc.

• Tens of thousands of visitors from all over the world

Your talk at the TCG Retail summit is entitled, “How can Physical Retail Thrive in a Technology Obsessed World?”… Just how is bricks & mortar retail holding out?With Amazon's continued success, and the emergence of new on-line retailers, there is a perception that brick and mortar retail is dead, but that simply isn't the case. The problem is simple. Retailers that ignore

using technology in a meaningful way will fail. It goes beyond having an e-commerce platform or implementing technology, for technology sake. Technology must enhance both the maker and customer experience. It should make products more accessible, improve staff and customer education, streamline inventory management, make payments easier, provide delivery options and most importantly make the entire retail experience special and seamless.

How should retailers be innovating, and what role models might they be able to follow?For starters, retailers shouldn't be looking at their peers for inspiration. Look to technology companies or other disruptive industries. How would Google, Apple or Tesla approach the situation? What would you do differently if you didn't have shareholders to answer to? Executives need to push themselves and their teams to the point that they feel slightly uncomfortable.

The b8ta Test Innovating with an “out of the box” concept…

We launched with one mission in mind: to fix the retail experience for both shoppers and product partners

CONFERENCES


Media-Saturn is working hard on “reimagining the customer experience” at the moment. We asked Klaus-Peter Voigt, CPO Media-Saturn-Holding to explain how…

We plan to strengthen the original USPs of stationary retail again. Only with the right combination of product range, brands, prices and innovation, and not the least, service, can we gain and retain retail customers. Specifically, this means that we are positioning ourselves as a frontrunner in digitalisation with the right products and corresponding services. Innovative store concepts such as our Media Markt Digital Store in Barcelona and the new Saturn store in Ingolstadt, both of which are extensively networked with our online shops, are intended to win over more than just our customers. We also want to show other new target groups such as the start-up scene, an important source of commercial innovations, how modern and powerful Media-Saturn has already become.

Please tell us more about the way in-store experiences are being enhanced through innovation. The retail sector is facing the challenges of digitalisation and new business models. Therefore, we are focusing on how the benefits of digitalisation can create a special shopping experience. For example,

we have introduced electronic shelf labels providing additional information. We are testing navigation systems for

smartphones – and robots that guide customers to products. However, we also want to excite customers in our stores by means of inspirational product demonstrations. At our ‘flight zones’ for drones, virtual reality gaming stations and smart home living rooms, our customers can experience products up close and put them through their paces.

How are smart home technologies perceived by clients, and what more should be done to present these in a way people can understand – with "calls to action”?

Smart home is definitely one of the most relevant product groups in consumer electronics retail and still has huge potential. It’s a new product range, which requires more explanation than other areas. We are therefore creating suitable presentation areas where customers can try out smart home for themselves and directly experience its benefits. For this purpose, we have begun fitting our stores with smart home living rooms where customers can try out products as realistically as within their own four walls.

Why do you think it is it important for all the industry to get together at the summit to brainstorm on these kinds of questions? Events such as the European TCG Retail Summit are very important for the entire sector. Dialogue results in new ideas and frequently also synergies that can be shared. With the digitalisation of retail moving fast, platforms like this help new approaches to be identified and rapidly implemented.

Reimagining the Customer ExperienceCreating a savvy blend of product range, brands, prices and innovation

Events such as the European TCG Retail Summit are very important for the entire sector.

Klaus-Peter Voigt

CPO, Media-Saturn-Holding GmbH

CONFERENCES


We asked Enrique Fernandez - Chief Executive Officer, M.video Management LLC, Russia, what is different about the TCG retail scenario in Russia compared to the rest of Europe…

In terms of market trends, or in terms of the adoption of new technologies by consumers, I always say that anything that happens in Europe also happens in Russia, but with a certain time delay, and this time delay is becoming shorter and shorter. Most relevant differences are related to our competitive environment. In short, global leading "marketplace" players do not operate in Rusia. Due to extraordinary logistic costs and lack of supply chain infrastructure in Russia, the largest country in the world, pure online players have a competitive disadvantage in front of omnichannel retailers.

Given your broad background in TCG, what is your vision for the industry moving forward?I strongly believe that in the future, the key competitive advantage will lie in innovative multichannel distribution strategies. After the very strong market consolidation among industry players over the past decade, technology and marketing strategies are no longer key differentiators between the global leading players. New online digital reality is making distribution strategy the key future success factor in retaining the value of the brands and their products as they are delivered to customers across very different channels.

How are new technologies helping retailers?In improving the customer experience. For this, we have released three strategic initiatives based on the application of certain technologies to deliver true valuable services

M_mobile: a shop-in-shop concept to build up a pure telecom specialist inside Mvideo stores. Special software on a tablet has been developed to create unique selling propositions around 4 pillars: digital mobile categories, accessories, services & insurances and telecom operators’ contracts.M.Broker: substituting physical bank lending POS representatives in our stores for an online platform where customers’ credit applications are sent to multiple banks in real time auctions to improve approval rates and simplify the customer experience.Real Time Dealing: special software on a tablet has been developed to provide the customer with the best experience and transparency in terms of best price guarantee (we monitor and show to the customers prices from our main competitor and match the best prices). We recommend the best offers and the optimal usage of their points accumulated in our loyalty program.

What are you doing at M.video to adapt to changes?At a strategic level, we believe that our omnichannel transformation initiated 4 years ago is the successful model and we can proudly prove the results by checking our company performance: absolute market leader, record share price, and free debt balance sheet on net cash position. Looking ahead in time, we’ve just opened our next chapter in our 2020 Strategy: Business Digitalisation and Organisational Agility.

Russian Retail Stays in Step Different horses for different courses, but the track looks familiar

New online digital reality is making distribution strategy the key future success factor in retaining the value of the brands and their products

Enrique FernandezChief Executive Officer, M.video Management LLC, Russia

CONFERENCES


In September 2016, the European Commission's preliminary report on its e-commerce sector inquiry confirmed the fast growth of e-commerce in the EU and identified business practices that might restrict competition and limit consumer choice. We asked Thomas Kramler - DG Competition at the European Commission to tell us more about the key findings…

Obviously, the growth of e-commerce affects businesses and consumers alike. One of the major features we have identified about e-commerce is that it leads to more price transparency overall, which in turn leads to more price competition. That brings challenges for businesses, each of which reacts differently. One of the reactions that one can observe from businesses to the growth of e-commerce is more vertical integration, meaning more manufacturers are setting up their own retail websites. Another trend is a rise in so-called selective distribution models, wherein manufacturers pick and choose the retailers they deal with – giving the manufacturer more control over the retailing channel, pricing, and quality of distribution chain. We have also observed the “renaissance” of what we call in competition law “vertical restraints”, which can raise concerns from a competition policy and law perspective, where we see resale price maintenance, and restrictions to online sales, online advertising and territorial restrictions. The latter is an issue of particular concern as it impacts the digital single market that the Commission wants to create.

What are the main goals of this study?Overall, the commission’s main goal is to foster a digital single market, making cross-border e-commerce easier. This is in the

core of the digital single market strategy, which the commission adopted last year, in which a number of actions were set out concerning the regulatory environment. The first and foremost actions you will see from the European Commission are those that aim to make it easier for online retailers, but also manufacturers, to sell cross-border. This concerns areas such as consumer protection rules and VAT rules – where legislation is already on the table. When it comes specifically to competition law enforcement, our priority is now towards looking into agreements that prevent retailers from selling cross-border, or make it difficult for them to sell online, because we think there is a big potential in online sales.

What is the timeframe for the next steps?The fact finding and public consultation on the e-commerce sector inquiry are now complete. The next step is that the Commission will produce a final report on all the findings. We will outline the concrete policy steps that need to be taken in order to follow up on the findings and issues that have been identified - and that will be coming in the second half of 2017.

Further Onwards - Towards The Digital Single Market Thomas Kramler - DG Competition - European Commission explains the current state of play and next steps

One of the major features we have identified about e-commerce is that it leads to more price transparency overall

Thomas KramlerDG Competition at the European Commission

CONFERENCES


Intelligent technical systems are complex products based on interaction between information technology and engineering.

“Intelligent Technical Systems: The key for a leading position in future markets” is a talk being presented at the summit by Dr Roman Dumitrescu, Managing Director Strategy, R&D, it's OWL Clustermanagement. We asked him just how he defines an “intelligent technical system”…

Intelligent technical systems are complex products based on interaction between information technology and engineering. Software components are integrated into machinery and equipment to carry out control, regulation and data processing tasks. They give artificial intelligence to technical systems and make life easier. Such systems open up new prospects for businesses, and form the basis for a number of innovations that are often also collectively referred to as “Internet of Things” or in the case of industrial production as “Industry 4.0”. An increasing number of functions and greater networking between products and production systems offer many benefits for users, but at the same time pose huge challenges for development of the products and the according business model as well.

How does the it’s OWL network operate? More than 180 companies, research institutes and organisations cooperate within the it’s OWL network. In a joint effort of economy and science they approach the innovation leap from mechatronics towards Intell igent Technical Systems. World market leaders in the fields of mechanical engineering, electrical and automotive supply industries collaborate with top-level research institutes.47 projects will develop technologies for new generation products and production systems – ranging from automation and

drive solutions to machines, vehicles, household appliances to smart grids and networking production plants. The technology platform will be made usable for numerous producing companies.

Do you have an example? Of course. World market leader Miele has developed flexible household appliances based on the example of a washer-dryer which autonomously adapts its processes in response to fluctuations in the availability and price of electricity. An additional development is an innovative energy management system for private households. It determines the best energy consumption, costs and time – automatically and conveniently for the customer.Miele illustrates how household appliances can respond to smart grid conditions and autonomously optimize their energy management. Combining intel l igent software with energy-efficient technologies, such as heat accumulators, reduces energy consumption by around 40% and simultaneously improve user comfort. The results can be transferred to other household appliances and to more complex consumer structures such as apartment buildings and industrial establishments.

The Wisdom of the OWL Intelligent technical systems – giving AI to tech systems – to make life easier

Roman DumitrescuManaging Director, it's OWL Clustermanagement GmbH

CONFERENCES


Nilesh Khalkho, CEO, Sharaf DG, United Arab Emirates will be making a presentation at the European TCG Retail Summit entitled, “Sharaf DG - growing by differentiation”. We asked Mr Khalkho just how his company differentiates…

Our key differentiators are centred on people, processes & technology – which all come together to deliver a great customer experience. The people in our store are all our own employees who are trained to demonstrate & assist customers in the purchase process. Each of our staff members is equipped with a ‘Sales Tool’ – a tablet to help selection and decision-making. Our second differentiator is our portfolio of services that encompass the product lifecycle for our consumers. This starts from buy-back, device set up & tech-bench, home delivery & installation services, AMCs, extended warranties and insurance coverage and authorised service centres for leading brands.Our third differentiator is around creating & managing technology solutions in the areas of inventory management, supply chain and omnichannel consumer experiences. This enables us to work without any warehouses, and with all our stock in-store.We have brought all of these together in our new store design format which incorporates in-store digital experiences, retail theatre (through demo zones), omnichannel delivery (through vending machines and pick up points) and a clean and minimalistic layout to make the shopping journey an experience.

What is the “24 Hour Brand Promise”?If a consumer can’t find a product at our store, we promise to have it delivered to them within 24 hours or else the product

is free. Over the years, we have seen an additional 3% of our business come through this channel – something that in normal course would have been a lost customer.

You offer live price and stock check across competitors to help consumers make an informed choice… Isn’t that dangerous?Sharaf DG has been offering live price checks across competitors - on our website and mobile app for over two years. We have a dedicated team that keeps track of our competitor’s prices and offers both in-store and online. Over last year, about 15% of our online visitors used these functionalities on our website & app. We have seen a much higher conversion rate in stores for customers who have been to our site and exposed to such information (+10% points) as compared to consumers who haven’t. This has built confidence amongst our customers as they can shop with peace of mind at Sharaf DG.

What will attendees to your talk go home with?The key take out of the presentation would be on how retailers need to reinvent their roles in the future to stay relevant to customers and grow profitably.

Growing by Differentiation When people, processes and technology make all the difference

Nilesh KhalkhoCEO, Sharaf DG, United Arab Emirates

Our key differentiators are centred on people, processes & technology – which all come together to deliver a great customer experience.

CONFERENCES


The technology retail space is increasingly competitive, as the growth of Amazon and other ecommerce players is putting growing pressure on pricing and eroding margins. At this year’s summit, CONTEXT will be looking at what TCG Retailers have to do in order to be attractive to the investment community.

Adam Simon, Global Managing Director – Retail Business Development – CONTEXT says when you look beyond the traditional retail volume and price metrics, there are a number of ways for tech retailers to appeal. “We focus on three key success factors in which CEO’s and CFO’s need to demonstrate that they have a plan which will give a reliable or, better, a superior return on investment,” says Simon. “Investors need to know both retail best practices, and the new success benchmarks beyond traditional retail metrics of volume and revenue.”

1/ OMNICHANNEL IS THE “NEW NORMAL” REQUIRED FOR PROFITABILITY. Today’s consumers now expect to shop and purchase anytime and everywhere. The successful tech retailers have moved beyond traditional stores. Retailers need

to demonstrate success in: increasing their range of products via a long tail online, without driving up inventory; driving customers in-store via “click and collect”, which in turn enables opportunities to sell a more profitable basket in store; and encouraging small businesses to purchase from them by providing the product range, and the services to support their business solutions.

2/ IOT - OPPORTUNITIES BEYOND TECH DEVICES TO A CONNECTED LIFEInvestors look for growth and one of the areas of huge potential is IoT such as the smart home, or, a big new opportunity in 2016, VR. The smart, profitable tech retailers are focusing beyond just the sale of IoT devices. The savvy investor will look for retailers who are focused on the IoT ecosystem and helping consumers both purchase and maintain solutions.

3/ EVERYONE NEEDS A “DIGITAL PLUMBER”There is a seismic consumer shift from consumers purchasing standalone computing devices to multiple devices that must connect. The consumer’s home is rapidly becoming a connected network, which also must connect to multiple “clouds”. This requires new levels of WiFi, routers, and security. Who will you call to get it hooked up? More importantly, who will maintain it and fix it when it crashes? In a mature market with declining prices for computers and tablets, the profitable revenue will come from services. The tech retailer who becomes the “trusted digital plumber” for the home and the small business will not only sell more at higher margins, but also develop the annual subscription revenue to retain customers and enhance future potential.

The Right ContextIdentifying tech retailers that will beat the odds and thrive

Investors need to know both retail best practices, and the new success benchmarks beyond traditional retail metrics of volume and revenue

Adam SimonGlobal Managing Director, Retail Business Development, CONTEXT

INNOVATION ZONE


SES-imagotag develops outstanding solutions combining market experience and technological innovation to lead retail toward a future of ultra-efficient processes, seamless omnichannel retailing and boosted brand sales. We asked group Chairman and CEO Thierry Gadou what the latest innovations are that are being presented by his company at the summit…

Since last year, SES-imagotag has been expanding its range of intel l igent labels and omnichannel solutions to better connect with and serve shoppers in stores, offering them rich content and services (for example, geolocalisation); piquing their interest while enriching and customising the retailer’s CRM that has now become truly

multichannel. Bringing in store this complementary set of features gives us the chance today to work with a large number of CE retailers in Europe (Media Markt, Saturn, Darty, Boulanger, etc.). But the big new addition this year is Findbox, a highly innovative product recognition technology, that helps consumers find the product or compatible products they are looking for in seconds rather than minutes; it also helps store employees correctly place products within the store. All of this is combined with a flashing-ESL solution based on retail-friendly ultra low-power wireless technology to enhance in-store customer experience. The Findbox fixed or mobile optical recognition technology detects products (for instance an ink cartridge or a light bulb) in seconds, the software analyses the recognised product and creates proposals for the customer, then the flashing ESL shows the exact position on the shelf.

Which geographic zones are you working in now? The major breakthrough in 2016 was in Germany, although every European region recorded sales growth. While Europe still represents the largest part of our business, we are also focusing on developing in the United States. We opened a new office a couple of months ago in San José. Since then, 2016 has seen a very satisfying start with many new stores signed and many new pilot projects, which is especially encouraging. SES-imagotag has also recently reinforced its presence in Asia by acquiring Pervasive Displays, the world leading ultra low power E-paper displays design house. Asia is a critical growth engine to the world of technology and in particular, IoT innovations.

How are electronics retailers leveraging your solutions to add value for clients? With costs going up and competition increasing for every retailer, demand remains flat and margins are decreasing. Retail needs to enter an era of convergence, getting the best of digital and physical worlds to fight back. Through smart digital labels and connected stores, retailers are able to save time and reallocate their staff to higher value-added tasks such as providing more information and services to consumers. Smart tag solutions also help retailers connect, get to know, guide, inform, and assist consumers at the point of sale.

The Signs Are All There Shelf labelling & digital signage - essential elements in the sales process - just keep getting more sophisticated

Thierry GadouChairman and CEO, SES-imagotag

Retail needs to enter an era of convergence, getting the best of digital and physical worlds to fight back

INNOVATION ZONE


From stationary point of sale to stationary point of experience, “Hybrid Retail” is the keyword retailers are tending to follow these days. AMERIA GmbH, a leading supplier of interactive solutions for consumer dialogue, is working towards changing the face of stationary retail. We asked Albrecht Metter, founder and manager of AMERIA, about the success factors of stationary trade and how consumers will continue to favour this concept.

It’s a case of merging the excitement of both – real and digital experiences. People increasingly desire ‘experience’ in everything. It’s the same with customers at the stationary point of sale. They want a retail shopping experience that is personalised and service-oriented. This provides an opportunity for manufacturers and retailers to redeem the strengths of stationary retail and combine them with the possibilities of digitization. AMERIA provides solutions that combine the digital and real to create unique excitement – Hybrid Retail.

What makes AMERIA different?AMERIA develops technological products, like Virtual Promoter, that make the transition between the real and digital possible. We advise and support industries and retailers implementing such integrated solutions. We focus on the strengths of the stationary point of sale and enhance physical with digital experiences. AMERIA is a technology and software company which strongly believes in human interaction and “phygital” (eds: Physical + Digital) experiences.

What are the reasons you believe stationary retail will continue to be the leading concept of commerce?Online sales amount to only a single digit percentage of total sales. The physical

point of sale is the dominant platform for social interaction and turnover. Consumers appreciate instant gratification, exceptional product and brand experience, convenience, entertainment and the idea of serendipity at stationary retail.

How does AMERIA manage to stay ahead?We develop products that change the face of retail. “Pioneering Tomorrow” is our guiding theme. AMERIA's solutions are a commitment to the consumer – ensuring a smooth customer journey through all channels and a systematic focus on their personal preferences.

What do you estimate as being your impact on the consumer electronics market?In one of our latest projects, accompanied by GfK research, we found how our solutions perfectly meet customers’ technological enthusiasm. Moreover, our solution matches the innovative image of the electrical retail and industry. We attract attention with what we call “stopping power”. Looking specifically at ad recall, two thirds of the GfK respondents recapped the promoted brands. Stationary retail needs digital solutions and vice versa. Hybrid Retail is the solution for experience retail.

Hybrid Retail - the Best of Both WorldsThe rise of a new paradigm for stationary trade

Consumers appreciate instant gratification, exceptional product and brand experience, convenience, entertainment and the idea of serendipity at stationary retail.

Albrecht MetterFounder & Manager, AMERIA GmbH

INNOVATION ZONE


Meet the Software-as-a-Service company Commerce Connector. Through a global platform they’ve been aggregating inventory and product availability data since 2009 connecting over 120 international brands like 3M, Groupe SEB, Kyocera or LG Electronics with over 4,000 online and local retailers, such as Darty, Euronics, Mediamarkt and Saturn.

Markus Röse, Managing Director, Commerce Connector GmbH says it’s important to create a seamless experience: “Our ‘Buy Now Online’ and ‘Buy Now In-Store’ solutions pair a convenient shopping experience for consumers with relevant analytical data for brands resulting in a boost in sales. They create a seamless path of purchase by leading consumers from any digital touch-point (Website / Apps / Videos / etc.) to a retailer’s POS.”To feed both solutions Commerce Connector interfaces directly with thousands of online shops and retail stores. On the one hand, this allows them to precisely know where a certain product is currently available, while on the other, connected retailers profit from high quality traffic and store visitors with a high buying intent - at no charge.In collaboration with their customers and partners as well as internally at Commerce Connector, many innovative new applications and solutions arise from product availability information. They range from apps, to digital POS terminals, to new digital ad formats.

… And it’s clear that this is just the beginning.

Connecting Brands and Retailers - to Sell More

Markus RöseManaging Director, Commerce Connector GmbH

Electronic Article Surveillance is one of the most relevant technologies in store, affecting many stakeholders such as brand, shopper experience and the store associates. And one of the most important factors today is ensuring nobody causes an embarrassing false alarm at the security gates… unless being a shoplifter, of course.

Electronics stores tend to have many tempting areas for shoplifters where they can cut wires or place the products in foil-lined bags without anybody noticing. What if your guard could get a silent alarm whenever a mobile phone or a camera entered an area in your store that has no complimentary products to sell but provides a hidden corner?

Juuso Anteroinen, CEO, Noccela Ltd says the prevention should happen before the item leaves the store: “Noccela helps store associates by letting them know real-time, when and where an attempt is taking place. Also, we want to make sure that the sales associates can focus on selling instead of detecting potential shoplifters. We can notify the staff when a product has been picked up from shelf or tried on, and make sure there will be a sales person on the spot to sell it.”

The group CEO adds, “Between the time of writing this article and the summit taking place in March, Noccela has had many fascinating things happening. Come by our stand and hear the latest news!”

Do You Have a Receipt for That, Sir?

Juuso AnteroinenCEO, Noccela Ltd

STRATEGIC PARTNERS


Dan ArlerCEO, Electrolux Major Appliances

Electrolux Major Appliances are again partnering with the European TCG Retail Summit, exchanging ideas with leaders from retail, technical consumer goods companies and other thought leaders in the field of consumer experiences. We asked their CEO, Dan Arler, what product categories are the “sweet spots” this year…

This year we are re-launching our AEG brand with new designs, a new identity, new campaigns and new, innovative product experiences. For example, imagine you could interact with an oven as you do a waiter at a restaurant. It’s possible with our new ovens with the SenseCook & Command Wheel. Instead of programming temperatures you just tell the oven how you want the meat to be done – the oven does the rest. In Laundry, we have many great products coming out. Like our washing machines we call “The little black dress guardian” equipped with our patented Soft Water Technology. This is a way to remove impurities in the water so that detergents work their best at low temperatures, delivering 60 degree wash performance at only 30 degrees while maintaining a garment’s shape, texture and colours like new. What are the main difficulties in presenting “connected” products in the retail environment?The connectivity landscape is very fragmented today, with a rich mix of alliances, partnerships and proprietary solutions. Standards and technologies are not yet known to consumers. So it is difficult for them to understand if this new appliance they see on the shop floor is compatible with other connectivity devices

they may already have at home. Also, the word ”connected appliance” is generic and does not say anything about the real benefits that connectivity is bringing for a particular appliance. So, running short live demos, such as connecting a mobile device to a product, will be a strong plus in selling these benefits. How are you working to help retailers better present your products?First of all, we are spending considerable efforts on improving the consumers experience when buying our products by providing guidance to facilitate the selection and purchasing process. Secondly, we have people dedicated to equip our customers with material, tools and skills for optimal presentation of our products on the shop floor and on line. For example, we have “Ambassadors” selling our appliances directly to consumers at electrical retail stores. For kitchen studios we are providing product pictures in software packages used by kitchen designers when showing consumers a project. And we serve major E-commerce partners with automatic solutions for product pictures and videos to their websites. Thirdly, we do frequent in-store training modules with our retailers’ shop floor staff

Striving to Facilitate Selection and Purchasing Processes Electrolux not only brings innovation to the fore, but works hard on getting the right message to the shop floor

Dan ArlerCEO, Electrolux Major Appliances

The connectivity landscape is very fragmented today, with a rich mix of alliances, partnerships and proprietary solutions.

STRATEGIC PARTNERS


Groupe Seb is a key sponsor of the 4th European TCG Retail Summit. We asked Cyril Buxtorf, Executive Vice President EMEA, Groupe Seb what the key elements are behind the success of the group today in Europe.

A culture of innovation and an organisation that has become consumer and shopper centric are the key factors for our good performance. SDA and cookware are categories where it is possible to create value, trading up or building new segments. It demands an excellent knowledge of our consumers. Our innovation community, with 1,300 colleagues and with external partners, is able to identify the right insights and the products that will enhance the everyday life of the consumer. Then, of course, our performance is supported by a competitive industrial organisation, and the ability of our marketing companies to build and execute activation plans together with our retail partners.

How are the European SDA and cookware markets performing?2015 was an exceptional year, with double-digit growth – excluding the drop in the Russian market. In 2016, we are seeing the market further growing, although at a slower pace, with a Russian market that should stabilise, and with turbulence in the UK. Innovation makes SDA a category that’s always dynamic, or in periods of high economical turbulence, resilient.

What is your viewpoint on connected products? Groupe Seb is leading a major French research project – “Open Food System” – on digital cooking. Already today, some

of our products are transforming the consumers’ experiences. If we take 2 examples, with Cookeo connect or with i-Companion, consumers can choose their recipes and follow a “step by step” preparation. It’s easy, it’s fun, and the success is guaranteed! It is obviously only the beginning. In the kitchen, in beauty, in other categories, connected products will bring new benefits such as coaching, sharing, or preparing shopping lists. Now, it demands excellence in the execution, and there is room only for the projects that will answer a real insight or bring a real benefit. Speaking about distribution, what the main challenges? As we all know, the retail environment is changing quickly. The online segment is enjoying a growing importance in term of purchases, but even more in preparing purchases ultimately happening online or offline. The quality of the online content is compelling. This is demanding strong improvements of the offline shopper experience and we are working with our retail partners on several projects to address this challenge. We also believe that each channel has its specificities in term of shoppers and key success factors.

Small Appliances – Increasingly Innovative and Dynamic Creating value, trading up, building new segments…

Groupe Seb is leading a major French research project – “Open Food System” – on digital cooking

Cyril BuxtorfExecutive Vice President EMEA, Groupe SEB

STRATEGIC PARTNERS


Steve Shakespeare, EMEA Retail Sales Director, Intel Corporation, leads the team responsible for growing PC sales with retail, OEM and industry partners across the region. His teams are focused on creating excitement and demand for PCs and promoting new innovations, including 2-in-1, thin and light and enthusiast, which are revolutionising the PC market. We asked him why his organisation was back to partner the summit again this year.

We see the European TCG Retail Summit as a key networking forum for the retail industry and a key opportunity in the year to meet with major retail partners from the IT and CE segments. In return, it offers valuable insights into latest trends and developments from other retail-segments from which we can learn. Given that more and more products sold via retail are getting connected as part of the Internet-of-Things wave, we as a technology-provider across a spectrum of segments are keen to connect with important players from other industry-segments to identify how we can contribute to this growing business.

How are your products and services evolving? What’s new?Just recently we launched the 7th Generation Intel Core processor, which is the newest family of processors for 2 in 1s, laptops and desktops. Besides more performance for those devices it also introduces a new media engine that opens up a new world of premium 4K UHD content – for viewing,

streaming, creating and sharing. The result is new PCs that have incredible performance and responsiveness, richer visuals with better integrated graphics, more refined and expanded user experiences, longer battery life, and the ability to take full advantage of the immersive internet. Furthermore as a result of our processor innovation and our investment in PC designs and memory technologies, we are working with our OEM partners to innovate thinner, lighter and higher performance PCs and 2-in-1’s. These new PCs are a compelling reason for consumers to refresh their old PC. By the way there are ~100M PCs > 5 years old out there, a huge opportunity for us all. Intel and our ecosystem partners are energised and passionate about delivering a revolution in PC innovation, igniting consumer enthusiasm and demand for modern PCs. Beyond the computer segment we are working with our partners on other products that could grow retailers business, such as Connected Home, Wearables and Drones.When it comes to retail, one of our key focus

areas is new technologies for this segment that enhance the consumer shopping experience from online to in-store. For example new product-experiences delivered through virtual reality technologies, new in-store experiences delivered through smart displays that react to the individual needs of a customer and secure payment-systems. With this purchasing ease – and the benefits it offers consumers and merchants – comes new risks and threats. Intel is working with device makers and payment solution providers to integrate hardware-level security offerings to meet consumers’ growing expectations while creating best practices to reduce the risk to personal data.

Moreover Intel and its ecosystem partners are modernising online authentication to make passwords a thing of the past by enabling biometric authentication on all PCs embedded with 7th generation Intel Core processors, boosting the PC as a preferred device for online shopping.

Got Intel. The unavoidable IT player is back as a key summit partner

Steve Shakespeare

EMEA Retail Sales Director, Intel Corporation

Intel and our ecosystem partners are energised and passionate about delivering a revolution in PC innovation,

STRATEGIC PARTNERS


Tech Data Europe is back at the European TCG Retail Summit as a key sponsor. We asked Michael Urban, SVP, Broadline, CE, Procurement and Services, what the key reasons are for him partnering with this event.

The event provides a great opportunity for us to gain a better understanding of the trends in retail, ecommerce and the emerging omnichannel. The European TCG Retail Summit is also a great forum for us to meet with senior counterparts from vendors and customers and to get fresh ideas and input on the opportunities in the retail space. How are distribution models changing in the TCG retail world?We are seeing a continued growth of mixed models where e-commerce sales combine with in-store delivery or delivery direct to the end customer’s home address. Distributors have a role in providing tools and solutions to enable these mixed models to develop, even when it comes to digital products such as software, where the customer can purchase a code in store to download the product at home as with Tech Data’s Activate-Here software sales platform. What’s “new” in this respect?There are a number of trends particularly focused on the area of device affordability and value added services which distributors like Tech Data are well placed to support.As technology is extending its influence on a wider range of product types, we can see products becoming more technically complex and consequently more

expensive. This calls for a new range of initiatives focused on making devices more affordable for end customers. These include introducing leasing, rental or subscription models, where there is a monthly payment rather than a one-off transaction. This also leads to an opportunity to manage product churn on behalf of our retail customers where used devices are recycled and returned to the marketplace with the support of the distributor.

One of the buzz-words at the moment is IoT. Tech Data is now simplifying IoT with the introduction of a specialised business practice – “Smart IoT Solutions”. Please tell us a little more… Smart IoT Solutions by Tech Data enable system integrators, value-added resellers (VARs), and managed service providers (MSPs) to build their IoT businesses. As an IoT solutions aggregator, Tech Data leverages its trusted partnerships within its technology partner ecosystem, as well as its strength and expertise in the solution provider market, to help customers deploy IoT solutions to their end users—from fulfillment and security to data analytics and applications. The Smart IoT Solutions practice will be primarily focused on four key verticals: manufacturing, transportation and logistics, retail, and smart spaces, which include building safety and security, smart parking, and energy optimisation.

Making Devices More Affordable for Customers Tech Data – a key sponsor of the summit – develops new sales models…

We are seeing a continued growth of mixed models where e-commerce sales combine with in-store delivery

Michael UrbanSenior Vice President, Broadline, CE, Services & Procurement, Tech Data