Retailers have been collecting data within their brick-and-mortar stores for years, but have struggled to turn it into actionable insight. To succeed, retailers need to implement the tools that will help them understand their customers’ in-store experience and integrate that knowledge into their business. In this session, Bob Willett, Former CEO, Best Buy International and Chairman of the Board, Metapack, will share insights into the their strides in changing the in-store experience to engage customers. First merchants must improve the supply chain. Next, they must improve in-store conversion by arming associates with real-time information and understanding high-velocity spots in the store.

1. The C-Suite's Perspective
On Using Data To Boost
In-Store Conversion
Presented by Session sponsored by

2. About CCS
 8-part series (June 11-21)  Featuring industry
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 Sessions covering Mobile,
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6. Today’s Panelist
Bob Willett
-Chairman, MetaPack
-Former CEO, Best Buy
International (retired 2010)
MODERATOR
Debbie Hauss
-Editor-in-Chief, Retail TouchPoints
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7. • Put the Spotlight on Customer Experience and Employee Experience •
Bob Willett
Chairman, MetaPack
Member of Board, LightHaus
Former CEO Best Buy International(retired 2010)
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8. What are the strategic issues facing CEOs?
The WHATs The HOWs
• How do I run a cost-effective
 What is the next source of operation and avoid
top-line growth? complexity?
 What am I famous for in • How do I develop a results-
each brand? driven organisation?
 What do my brands stand for • How can technology and
today and tomorrow? supply chain help me?
 Which innovations are • How do I develop a confident
important for me to respond organisation, retaining and
to? equipping people for change?
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9. …Continuing to drive real growth has become more
challenging and complex for today’s retailers
More Competitive More Complex More Sophisticated
 Store Comps flat or in  Higher service levels  Products have become
decline demanded the channel
 Intense price competition  Multiple channels and  Enhanced customer insight
 Increased promotions formats / segmentation
 Expanded own label or  New categories, especially  Uptake of analytics and
exclusive offerings Non-Food and Services technology
 More robust loyalty  Increased globalisation  Alliances with suppliers or
program s other retailers
 Localised assortment
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10. There is a dramatic and imminent shift in
channel spend over the next 5 years
STORE WEB
~1/3
PURCHASED PURCHASED
Of CE goods categories to be
sold online by 2012
~2/3
Of CE goods categories to be
web influenced by 2012
WEB
INFLUENCED
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11. However, promising news of the Multi-Channel Front
means that this will be on the retail battleground for
the next 5 years
 While store comps flatten or decline, 7 year
multi-channel comps continue to grow Multi-channel
at a double-digit rate CAGR: 17%*
 Customer Centricity has shown us that Shop 2x more
the Multi-channel customer IS the Spend 90% more
most profitable customer 85% more profitable
 Multi-channel customers can be created by delivering
experiences that specifically address their unmet needs
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12. Thank You For Your Interest In The
Connected Consumer Series
View the on-demand
session on BrightTALK
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