1. 5TH OF NOVEMBER 2014EMERCE ERETAIL EUROPEGLOBAL CROSS CHANNEL RETAILING REPORTENTERING THE OMNICHANNEL ERA

2. A truly global alliance of retail consulting companies withretail experts combining global best practice and retailexpertise with deep local insight in numerous mature andmature and emerging retail markets.Q&A Research & ConsultancyJohn TerraRetail Research DirectorLinkedIn: johnterraNorth America: United States and CanadaEurope: Denmark, France, Germany, Italy, Portugal, Romania, Spain,Turkey, United Kingdom, Switzerland, Ireland and The Netherlands.Latin America: Brazil andMexicoAsia Pacific: Australia, China, Singapore,India and VietnamEBELTOFT GROUP 3. Agenda for this sessionRetail rollercoaster and the influence of onlineThe global opinion about cross channel retailCross channel benchmark frameworkPieter Heij, Director Multichannel & IT, de BijenkorfQuestions and discussion 4. Retail rollercoaster20 years (Dutch) retail in 90 seconds 5. 20 YEARS AMAZON:ON THE WAY TO BECOME #2 GLOBAL RETAILER BY 2017North America InternationalAmazon Sales ($USD billions)$24.5 $34.2 $48.1$61.16.7 8.9 11.7 15.5 21.4 26.3$79.634.5$97.243.1$116.553.0$136.663.6$157.274.68.1 10.2 12.8 18.7 26.7 34.8 45.1 54.1 63.5 73.0 82.6$14.8 $19.22007 2008 2009 2010 2011 2012 2013E 2014E 2015E 2016E 2017EGlobal Retailers >$100B 2017E1. Walmart $587 B2. Amazon $157 B3. Costco $149 B4. Tesco $134 BYour margin is my opportunity. 5. Seven & I $130 BBezos favorite aphorism 6. THE FUTURE OF RETAIL IS OMNICHANNELEcommerce is the fastest growing channel inretailOnline will influence 44% of all retail by 2016 7. SHOPPING JOURNEYS ARE OMNICHANNELThe future of shopsThe shop itself is as important to ourcustomers as online. The percentageof sales carried out in shopsaccounts for around 70 per cent of allour transactionsSource:The John Lewis Retail Report 2014 8. THERE ARE MANY CROSS-CHANNEL CAPABILITIES TO CONSIDERSocial Examples Voice of the customer Social media Product reviews Peer generated content Crowd sourced productMobile Examples Mobile POS In Store couponing Ratings and Reviews Localized product availability QR codes Access to trends Data collection PromotionsStore Examples Endless aisle Click and collect Clientelling recommendations Loyalty and gift cards Associate tablets in store Hand held associate check-out Inventory visibility at POS Ship to/from store CRM and big dataWebsite Examples Brand marketing Local store inventory visibility Content distribution to other channels Push marketing (web-to-store) 9. GLOBAL CROSS CHANNEL RETAIL STUDYAudits of retailers crosschannel capabilitiesScope: 146 retailers in 16 countriesProfile: category-leading retailersRetailer survey the voice of theretailersScope: > 100 retailers in 15 countriesProfile: Retail managers and executivesMethodology: online survey 10. BUSINESS GOALS 11. CLICK & COLLECT AND RETURNS 12. WEB-TO-STORE AND STORE-TO-WEB CAPABILITIES 13. ALLOCATION OF SALES AND CANNIBALIZATION 14. CROSS CHANNEL CAPABILITIES 15. CROSS CHANNEL EXPECTATIONS 16. CROSS CHANNEL IMPACT STILL IN A DEVELOPING STAGE 17. GLOBAL CROSS CHANNEL PERFORMANCEAudits of retailers crosschannel capabilitiesScope: 146 retailers in 16 countriesProfile: category-leading retailersRetailer survey the voice of theretailersScope: > 100 retailers in 15 countriesProfile: Retail managers and executivesMethodology: online survey 18. Global cross channeladoption is growing slowlybut steadily, with electricalgoods retailers taking thelead.GLOBAL DEVELOPMENT 19. Omnichannel trends advancearound the globeStrategic response to Amazon andpure ecommerce growthUS and UK retailers are mostadvanced, but far from matureGLOBAL DIFFERENCES 20. CROSS CHANNEL GLOBAL CHAMPIONSGlobal ChampionsRank Retailer Country1 Best Buy US2 Nordstrom US3 De Bijenkorf NL4 Conrad DE5 Webhallen SE6 Marks & Spencer UK7 Gap US8 Walmart US9 New Look UK10 Apple USChampion per sectorRetailer CountryDIY Silvan (DK)Electronics Best Buy (US)Fashion Marks & Spencer (UK)Generalist Bijenkorf (NL)/Nordstrom (US) 21. Benchmark of the global champions100%80%60%40%20%0%C&C and returns Consistency Ropo Connected store SolomoBest Buy (US) De Bijenkorf (NL) Nordstrom (US) 22. Click & collect:from burden to premium service 23. Consistency of service:Payment & loyalty services 24. Research Online Purchase Offline 25. The connected store:Tablet Assisted Sales 26. Whats your roadmap? 27. For more information: www.ebeltoftgroup.com 28. Thank you for your attentionQuestions and discussion