We took a dozen senior IT folk from UK retailers with us to NRF. After two days trudging round three aircraft hangars full of technology, here are our joint conclusions below – you can also watch a short video of NRF 2011 Conference highlights:
1. Free Wi-Fi – Most large format outlets have a steel frame which, if you remember your O-level physics, forms a Faraday cage that doesn’t let radio waves in or out. So 3G coverage in retail is very patchy. If retailers want to encourage their customers to use their app in store (see previous post for the rationale), free Wi-Fi makes good business sense. With Wi-Fi, shoppers will always need to pass through the retailer’s landing page which is a terrific opportunity to promote their products. What’s more, the retailer can often get anonymised data about which other sites their customers are visiting. Free Wi-Fi will also be important for 2012 Olympics as foreign visitors hate roaming charges but like Wi-Fi. Burberry already offers it free. Tesco and Food Lion announced at NRF that they were going to. Definitely one for 2011.
2. Cloud Computing – a very confusing area complicated by there being no firm consensus on what it actually is. Long term, big picture, our customers don’t see running data centres as a core activity and welcome discussion about hosting their enterprise applications elsewhere. But, they tell us, the devil is in the detail; notably (1) how to get from where they are to a fully hosted environment without increasing costs in the short term and (2) what manner of integration framework might be appropriate.
Surprisingly, there wasn’t much talk about cloud computing at the show. Pretty much all the application vendors claimed to offer hosted or SaaS delivery models but the big SI’s such as IBM and Wipro were focusing on their software rather than infrastructure-as-a- service.
3. Digital Signage – this has come in leaps and bounds over the past five years. Intel showcased some HD screens of such astonishing quality that even seasoned signage sales people took off their hats. Our customers saw the value of being able to control point of sale messages centrally but still have two major concerns. Firstly, do shoppers really take notice of the signs or do they merge into the background as Tesco’s found with its in-store media network? Secondly, can the digital signage take a simple feed from existing content? No retailer can really afford to have to photograph its products twice, once for the web and a second time for HD 3D screens.
Intel are always good value at NRF. They don’t really have anything to sell so can put their marketing budget into showing cool stuff that they hope will increase the demand for computing generally.
4. Electronic shelf edge labels – No interest from our retailers. None at all.
5. Apple – every stand had an application running on a tablet and three out of four put you in a raffle to win an iPad if you let them scan your delegate badge. While many manufacturers have tablet devices on the market, this show was wall to wall Apple. Our customers explained how they’d spent the last twenty years keeping Mac’s out of their corporate IT but either had been or would shortly be over-ruled by their management. Apple technology is here to stay and technology vendors need to shape up to be able to offer support.
6. Payments – there was a huge amount of innovation around F2F payments ranging from fitting sleeves around iPad’s for card tranasctions to loyalty apps with embedded payment software so that customers can transact on their own devices. The business case, at least for US retailers who are incandescent about the commissions charged for credit cards, is to steer shoppers to the most favourable tender types. For example, the payment screen on your app would highlight store cards or gift cards and put Visa and Mastercard “below the fold”.
7. RFID – here at BT we’ve been big fans since we implemented the automated stock counting system in M&S stores in 2005. We see a strong role for the technology supporting cross-channel retailing as inventory accuracy is becoming of critical importance. There was surprisingly little RFID at NRF; really just Avery Dennison (BT’s partner) showcasing their fashion solution. None of the big application vendors or SI’s mentioned it.
8. Self-check out – the marmite of the retail technology world; some people are evangelical about self check-out while others see it undermining the long standing relationship between a retailer (represented by its staff) and its customers. Undeniably, the machines do tend to be rather ugly although if you can put the transaction on the customers’ phone then self-checkout hardware could be rather smaller. The verdict: we can all see advantage in reducing the queues in fast fashion but still struggle with how you remove the security tags. One to watch for 2011.
9. 3D virtual fitting rooms – Microsoft cancelled their prime stand by the main entrance two days before the conference which was very fortunate for one lucky 3D virtual fitting room vendor. Our small group wasn’t impressed. The garments don’t hang properly so you can’t genuinely see how they would look on you and (yet again) all the clothes would need to be re-photographed for this application. Maybe one for 2013.
Geoffrey Barraclough is BT Expedite’s Strategy, Marketing & Propositions Director
After a couple of quiet year’s NRF was buzzing again last week as the cream of the world’s retailers (and their suppliers) were shoe-horned into New York’s most dilapidated convention centre for three days of frantic networking.
From a business perspective, China is top of the agenda. You could palpably feel the excitement of US retailers salivating at the prospect of selling into this enormous and fast growing market. Why worry about the US consumer recession when you can have a joint venture with the Chinese Post Office? It has 330.000 branches. Enough said.
Other emerging markets got a mention; notably Brazil which contributed fully one third of all non-US delegates to the conference. That’s worth saying restating. It was a convention in New York with twice as many Brazilians as Canadians. That tells you something about the changing balance of world retailing. In contrast, if there were any Chinese, I didn’t see them. That’s a shame because it would have been fascinating to hear about China from the dragon’s mouth, so to speak, rather than from a series of middle-aged American businessmen.
The second major theme was mobile. It was hard to find a single presentation that didn’t reference the liberating effect of wireless for store operations and of Smartphones for the way shoppers behave in-store. Our three conclusions:
· Stores will have fewer fixed till points and more mobile ones. The mobile ones will be tablet devices which can be used for clientelling, stock-checking and payments.
· Retailers need to promote their app or mobile-optimised website to shoppers before they walk into store. Sephora is a really good case study. Otherwise, shoppers will be wandering around looking at a competitors’ offer on their Smartphone’s screen.
· The rise of mobile makes the staff’s job more complicated and underlines the need to get their whole hearted support. For example, if a retailer is encouraging its customers to browse its full catalogue while wandering around the shop, it needs to be sure its staff are fully conversant with all the products carried, not just those listed for that particular store.