BOUWEN AAN DE WINKEL VAN DE TOEKOMST PROF. GINO VAN OSSEL GINO.VANOSSEL@VLERICK.COM

source: British Retail Consortium / KPMG Dec. 13 (growth is vs. year ago) growth non-food online +19.2% growth non-food retail +1.8% online share of retail +18.6%

source: British Retail Consortium / KPMG Dec. 13 (growth is vs. year ago) growth non-food online +19.2% growth non-food retail +1.8% online share of retail +18.6% growth John Lewis online +22.6%

AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion

OMNI-CHANNEL omni- channel cross- channel multi- channel mono- channel

THE CONNECTED STORE benefits of offline: experience, service & advice merchandise in stock trust enriched with the internet free wifi, screens, tablets,.. website, webshop, app & the benefits of online: access to info, reviews & ratings order in-store & at home choice

source: British Retail Consortium / KPMG Dec. 13 (growth is vs. year ago) growth non-food online +19.2% online share of sales John Lewis 13 > 28% growth John Lewis online +22.6% growth John Lewis click & collect +62%

TOP 10 BIGGEST ONLINE RETAILERS 2013 (EUR) source: Internet Retailer

AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion

WHY? sales

WHY?

consumer electronics

1 We are seeing about 34% of (pick-up) visits translating into additional sales in shop and that number is growing exponentially at the moment. Its typically or increasingly for purchases that the customer didnt think they would make. So it is quite out with whatever they were going to collect.

WHY? sales logistics

in-store pick-up in-store returns

WHY? sales logistics awareness

WHY? sales logistics service & advice awareness

After having looked up information online, I often have the feeling that I know more about a product than the sales associate. source: Retail in Belgium, InSites/Vlerick, 2012 (n = 165) 0 20 40 60 80 100 9 10 37 24 20 totally disagree disagree neutral agree totally agree

from selling to helping to buy

WHY? sales logistics service & advice awareness brand image

WHY? sales logistics service & advice awareness brand image showroom

3 one size doesnt fit all

% of purchases without visit to showroom

DNA context

AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion

n = 387 gemeenten (96% van het totaal)

IMPACT OF SIZE OF SHOPPING AREA source: Rabobank evolution 2009 - 2011

SOURCE OF SALES EVOLUTION (RESIDENTS VS. NON-RESIDENTS) source: Rabobank evolution 2009 - 2011

5

INPLANTING DIEST 23.000

INPLANTING DIEST 23.000 76.000 98.000

IMPACT OF SIZE OF SHOPPING AREA source: Rabobank evolution 2009 - 2011 Diest = 20.000 m2 Hasselt = 85.000 m2 Leuven = 81.000 m2

INPLANTING DIEST 23.000 18.000 44.000 29.000 76.000 98.000

% koopvlucht 12,8% 48,9% 27,3%

% koopattractie

INPLANTING DIEST

INPLANTING DIEST

50,6% 93,2% 62,1%totaal

koopattractie - Diest

koopattractie - Hasselt

centrum inwoners grootte (m2) periodieke (%) periodieke (m2) Hasselt 76.000 85.000 70% 60.000 Leuven 98.000 81.000 66% 53.000 Diest 23.000 21.000 56% 12.000

VERGELIJKING HASSELT & DIEST Hasselt: n = 153 Diest: n = 75

fun shopping: the winner takes it all

RUN SHOPPING: EFFICIENCY RULES

AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion

FORMATS: A COUPLE OF CASES sales logistics service & advice awareness brand image showroom which functions?

AGENDA 1. omni-channel 2. physical stores: why? 3. physical stores: where? 4. formats: a couple of cases 5. conclusion

Dit boek biedt een stevig conceptueel kader n heel concrete handvatten! Een echte must voor al wie begaan is met de toekomst van retail! Wouter Torfs, CEO Schoenen Torfs Eindelijk een boek waarin niet de techniek maar de klant centraal staat. Gino beschrijft duidelijk, prikkelend en uitdagend hoe retailers hiermee moeten omgaan. Verplicht stellen voor alle medewerkers in de retail, zou ik zeggen. Rob Berns, CEO Kwantum

20% 24% 80% 76% female male no yes do you shop online? (US teens) source: PiperJaffray / PEW Research spring 2013

78% 75% 22% 25% female male in stores online do you prefer to shop online or in stores? (US teens) source: PiperJaffray / PEW Research spring 2013

CONCLUSION sales logistics service & advice awareness brand image showroom where, which functions & how many?

Ive failed over and over, and that is why I succeed

CONCLUSION 8 Prof. Gino Van Ossel Retail management E-commerce & omni-channel Shopper & trade marketing Channel management gino.vanossel@vlerick.com @ginovanossel