Mark Collin's focus is to respond to the drive towards customer centric and rich omni-channel programme delivery in retail and consumer-facing industries. Since 2011, Mark has headed up the European Retail Practice. This presentation was from the 2014 Retail Congress Africa.

1. FRUGAL INNOVATION
for an omni-channel Africa

2. OVER 20 YEARS OF
THOUGHT LEADERSHIP
…to name a few

5. About Retail Revival
• Doug Stephens is one of the world’s foremost
retail industry futurists. He was recently ranked
#9 in Vend’s Top 50 Retail Influencers.
• Doug conducts speaking engagements
globally on retail & consumerism and has
10,000+ followers on Twitter @RetailProphet
www.retailprophet.com
• Author of the ground breaking book,
The Retail Revival: Re-imagining Business
for the New Age of Consumerism.
• Presenting “The Future of the Retail Store”

6. Consumers are ahead of us
on-demand
manufacturing
6
CONSUMERS
digital
RETAILERS
mobile
social
electronic
payments
personalization
“phygital”

8. MULTIPLEX
brand
experience

9. CUSTOMER ENGAGEMENT LOOP
IN STORE AND ONLINE EXPERIENCE
In both Multi-Channel and Omni-Channel retail there is a
defined start and stop to the customer experience.
MULTI-CHANNEL OMNI-CHANNEL
IN STORE
9
ONLINE
ONLINE
Start End
IN STORE
Entire experience end to end is
delivered through one channel
Customer is able to move from one channel
to another in a defined direction

10. MULTIPLEX EXPERIENCE
10
ONLINE
ONLINE
Customer seamlessly moves between channels with the goal of engaging in a
loop without leaving the online or in-store experience
IN STORE
CUSTOMER
ENGAGEMENT
LOOP

11. NEXT GENERATION
RETAIL ARCHITECTURE

12. A retail solution should not be a big box!

13. ……toi t bsuhioldul da bpel aat cfoormmb infoarti oinnn oof vdaistciorente a cnadp aebviloitileust…ion.
…that leverages the right solutions…
Bespoke solutions
that are differentiators
and offer a business
advantage.
RESAFExvcPlteaeaLnixlAlasaiCibbbbEilAitByILITY
Commodity solutions
that add value, but
don’t differentiate.

14. 14

15. “IT’S JUST A FAD.”
Natural / Organic
Grocery Sales
Traditional
Grocery Sales
organic growth rate
MORE THAN 2X
growth rate for all food

16. “The old systems that are
available today are built on
30 years of legacy.”
“This is a brand new platform. We want
this to be that which everybody else is
judged. Someday Whole Foods will say
“I wanted one of those.”
Transforming the
Supermarket Experience