1. The digital content landscape is evolving rapidlynecessitating deeper customer knowledge and deeper relationships and deeper engagement whichredefines the specialist retailers business strategy and importance

2. Accessing gaming content is no longer linear XboxPhysicalPlayStationDigital DownloadNDSWiiDigital Add On / ItemsOver40gaming purchase options!MobileSubscriptionPC / MacStreamingFacebookFree 2 Play 3. with deeper and more diverse access to contentSocial integrationMovies StreamingBack catalogue 4. yet we try to think it is as easy as music19642013No real complexity! 5. which means we hope that customers have a credit carddo not want or appreciate spoken advicebelieve human interaction is unnecessarybelieve that gaming is simply about access and not experience only play one formatare prepared to use their credit cardare prepared to shop in numerous online locations 6. yet such choice brings out individual behaviour Licensing Pre-owned Indie contentSubsNew ReleasesAccessoriesPoints ExclusivesCharts Japanese gamesHardwareMoviesRangeConsole Streaming/ Handheld Social/ PC MMO Mobile Tablets digital boxed digital boxed rental casual digital productFull Game DownloadMicro TransactionsDLC Warranties 7. which indicates the purpose of specialist retail Passion EngagementServiceIncreasingCustomer Lifetime Value RangeConsumer insightDiscovery 8. Insert VT 9. Passion 10. Consumer insight 11. Consumer Insight Well get really excited its the most exciting time of year with releases weve waited months forWell be pestering our parents or saving up for a new consoleWere likely to start shopping earlier for the bigger gifts like consoles Well be researching, talking with friends, reading and watching reviews everything to decide what to spend our money onWe want reassurance that we are getting the right gift and that the stock will be there when we need it whether in store or onlineWe dont have much time, so anything which simplifies the purchasing of consoles or games will be a huge benefit 12. Consumer insightGen x & yEstablished gamersGiftersAwareness of digitalHIGHHIGHLOWUnderstanding of digitalHIGHMEDIUMLOWMEDIUMMEDIUMLOWMEDIUMHIGHMEDIUMCost is a barrierComplexity of the offeringGifters unaware (but only 15% would not consider buying digital as a gift)COST MODELSIMPLIFICATIONEDUCATIONDigital usage Future purchase intentionInsight Source: GAME focus groups and surveys - 2013 13. Relationship with digitalConsumer insight Uses digital at home (TV, mobile)Buys season pass or subscriptionBuys season pass or subscriptionMediumHave bought points beforeBuys DLC or micro transactionBuys DLC or micro transactionLowNo evidence of digital behaviourNo evidence of digital behaviourJust starting outHighGifterCasual gamer Relationship with gamesIntense gamer 14. Discovery 10% off xBox Accessories in store 15. Discovery Streamed content Touch screen to access contentContent to playIncreased space for digital 16. RangeA SIGNIFICANT PROPORTION of our active 1 year base shop across multiple formats 17. ServiceAccessing digital cash is key Cash, tradein, Reward points Credit and debit cards 18. ServiceSTORE TEAMSCONTACT CENTRE 19. EngagementOver 9m customer interactions every week 20. Specialist retail builds customer lifetime value Build a relationship RewardUpsellSupportFollow upCommunicate 21. The call to arms!Make Service everyPassionpiece of gaming content available to Engagement every customerConsumer insightFully utilise the Discovery specialist retailer as your smartest use of accessing Range digital purchases