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The opportunity
$386 bn
$439 bn$487 bn
$536 bn
0
100
200
300
400
500
600
2009 2010 2011 2012
Global e-commerce statistics
Source: Forrester 2010 & 2009 – Online retail forecast
Key factors of success
Goods and services ordered online
14%
13%
10%
10%
9%
9%
8%
8%
5%
5%
4%3% 2%
Travel, holiday, accomodation
Clothes, sports goods
Household goods
Tickets for events
Books, newspapers
Films, music
Computer & game software
Electronic equipment
Computer hardware
Telecommunications services
Food or groceries
Shares, insurance & financial products
Other
From e-commerce to m- and f-commerceM
-co
mm
erce •Mobile banking
•Mobile entertainment•Mobile info services•Mobile marketing •Mobile shopping•Mobile ticketingF-
com
mer
ce • 700 million Facebook users
• 50% of them loggedin everyday
• 28% check theirFacebook profile on smartphone beforegetting out of bed
Online market in the big 5
0%
10%
20%
30%
40%
50%
60%
70%
80%
2008 2009 2010
Percentage of individuals ordering goods/services online
DE
FR
ES
IT
UK
National versus cross-border online shopping
FR DE IT ES UK EU27
38
47
13
21
53
33
96
46
97
National online purchases
Cross-border online purchases
Level of trust Domestic vs cross-border online shopping
0 10 20 30 40 50 60 70 80
FR
DE
IT
ES
UK
E27
Level of trust on online domestic/cross-border shopping
More confident in a domestic seller
Equally confident
More confident in a seller from another EU country
No answer
Why not trust online cross-border shopping ?
Worried about scams or frauds
Worried about complaints
procedures, returns of faulty goods
Worried about the delivery
34 3224
25 25
23
17 17
24
18 21 24
5 5 6
Totally agree Tend to agree Tend to disagree Totally disagree No answer
Key issues for an EU online single market
• Consumer trust in an online single market
• Language
• Delivery
• Security of payment systems
Business
challenges
• VAT
• EU contract law
• Consumer rights
• Collective redress – ADRs/ODRs
• Personal data protection
• Fight against piracy and counterfeiting
Regulatory
challenges
Major developments in 2011
Selling online and payments
• Online single market
• Online contracting rules
• Online consumer rights
• ADRs /ODRs– collective redress
Liability of intermediaries
• Spams
• Illegal and harmful content
• Counterfeiting and Piracy
Privacy and security
• Data breach notification
• Cloud computing –applicable law
Review of the e-commerce directive
New consumer rights directiveReview of data protection directive
Review of data retention directive
New IPRs strategy
Thank you for your attention !!
