In 10 clicks, get the best of RetailDetail Congress 2013.

1. EXECUTIVE SUMMARY
Antwerp, April 25th 2013

2. 2
KEY TAKE AWAYS FOR RETAILERS
 NOW: The future of Retailing is now. Tesco has 5000 people working actively on
the IT side of the future Tesco retailing model. If your e-business strategy is not
rock solid clear, you are late.
 MARKETPLACES: E-commerce Marketplaces launches proliferate everywhere.
See Coolblue’s 254 webshops accessible in one single e-commerce website and
Mastercard’s launch in April of its Belgian marketplace initiative for US webshops.
 OMNI CHANNEL: Single, Multi, Cross or Omni channel strategies? If you can’t
follow the buzz jargon, remember just this: stop thinking multi-channel, and start
acting omni-channel.
 TOUCHPOINTS: Retail marketing is about maximising “touch points” with
consumers. An average telecom customer has 7 touchpoints with competitors
before finally buying a product. According to Hinssen it is often even 10,4 times.
 BIG DATA: not just for the e-commerce superpowers like Amazon. Local retail
chains must look into this too. Because you need a 360° understanding of your
shoppers, which requires integration of data, processes, systems and people.
 THE NEW MARKETING: For e-commerce, logistics is the marketing of tomorrow,
because mastering the value chain end-to-end means success, look at Amazon.
Sources and inspirations from presentations during the 2013 RetailDetail congress

3. 3
KEY TAKE AWAYS
FOR RETAILERS
 NPS: The one & only KPI that really matters in E-commerce (Net
Score Promoter), which is the % of brand promoters minus the %
of brand detractors. A high NPS means high value creation as it
makes customers really stick. Calculate your NPS score!
 “The Network Always Wins”: With markets becoming networks,
why should you allow anyone in the market to take the lead? Is
your business model really build to last?
 FAILURE RECIPE: OO + NT = EOO. An Old Organisation with a New
Technology = Expensive Old Organisation!
 SCALE OR DIE? Size does matter but not at all cost: Zalando’s
ambitions are to surpass Zara and H&M, but Zalando is still loss
making in 2013. So what’s your business model for profitable
growth?
Sources and inspirations from presentations during the 2013 RetailDetail congress

4. 4
KEY TAKE AWAYS
FOR BRANDED MANUFACTURERS
 TOUCH SCREEN GENERATION: Brands need social media to
survive the digitalisation of a fast growing chunk of consumers:
the “touch screen generation” consumers
 VUCA: Brand strategies need maximum agility in a “VUCA” world
(Volatility, Uncertainty, Complexity and Ambiguity)
 KLOUT: New times ahead means new KPIs: What is your Klout
score? And are measuring the Klout scores of your brands?
 BIG DATA: The problem is not information overload. The problem
is to use the right filters!
 EBITDA: Like it or not, there is a straight correlation between your
Ebitda and your achieved level of Customer Satisfaction
Sources and inspirations from presentations during the 2013 RetailDetail congress

5. 5
KEY TAKE AWAYS
FOR ALL OF US
 NIKE is becoming an “INFORMATION” company (new shoes have
an embedded GPS system enabling detailed profiling of owners)
 TELENET is becoming a “CONVERSATIONS” company (not just a
bandwidth provider)
 GOOGLE is becoming an “ENABLING” company (why are
driverless cars being rolled out in the US not invented by car
manufacturers but by Google?)
What kind of company are you becoming ?
Sources and inspirations from presentations during the 2013 RetailDetail congress

6. 6
KEY TAKE AWAYS
FOR ALL OF US
 Wait !
 Before you go, I wanted to share some really cool stuff seen at
this RetailDetail Congress
 Watch by yourself a selection of the best slides shown during
the RetailDetail 2013 Congress

Sources and inspirations from presentations during the 2013 RetailDetail congress

7. As our world gets digital and
interconnected…

12. 12
FOR MORE INFORMATION OR TO SOUNDBOARD
ABOUT YOUR OWN STRATEGY & CHALLENGES:
Sources: Presenters at Retail Detail 2013 including: Patrick Vincent, CCO Telenet –
Peter Hinssen, Futurologist - Stefaan Le Clair, Berenike - Bob Van Ierland, TNT PostNL –
Pieter Zwart , CEO Coolblue - Wouter Torfs, CEO Torfs Schoenen - Wim Boesmans, GfK
Erwin De Spiegeleire covers over 20 years in the Consumer
Goods & Retail industry, of which 15 in General management
and Marketing and the last 7 in Strategy, M&A and
Operational Excellence consulting.
With deep experience in leading change & transformational
programs impacting businesses in a sustainable manner, Erwin
has successfully engaged with clients at C-level, and conducted
multi-site business transformation programs mainly in the
FMCG sector, covering Europe, North America and Asia Pacific.
Contact : erwin.despiegeleire@papilium.com +32 497 4000 46