1. BOUWEN AAN DE WINKEL VAN DE TOEKOMST
PROF. GINO VAN OSSEL
GINO.VANOSSEL@VLERICK.COM

2. source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth
non-food
online
+19.2%
growth
non-food
retail
+1.8%
online
share of
retail
+18.6%

4. source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth
non-food
online
+19.2%
growth
non-food
retail
+1.8%
online
share of
retail
+18.6%
growth
John Lewis
online
+22.6%

6. AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion

7. OMNI-CHANNEL
omni-
channel
cross-
channel
multi-
channel
mono-
channel

8. THE CONNECTED STORE
 benefits of offline:
 experience, service & advice
 merchandise in stock
 trust
 enriched with the internet…
 free wifi, screens, tablets,..
 website, webshop, app…
 … & the benefits of online:
 access to info, reviews &
ratings
 order in-store & at home
 choice

9. source: British Retail Consortium / KPMG – Dec. 13 (growth is vs. year ago)
growth
non-food
online
+19.2%
online
share of sales
John Lewis ‘13
> 28%
growth
John Lewis
online
+22.6%
growth
John Lewis
click & collect
+62%

10. TOP 10 BIGGEST ONLINE RETAILERS 2013
(EUR)
source: Internet Retailer

11. AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion

12. WHY?
sales

13. WHY?

14. consumer electronics

15. 1
“We are seeing about 34% of (pick-up) visits translating
into additional sales in shop and that number is growing
exponentially at the moment.
It’s typically or increasingly for purchases that the
customer didn’t think they would make. So it is quite
out with whatever they were going to collect.”

16. WHY?
sales
logistics

17. in-store
pick-up
in-store
returns

18. WHY?
sales
logistics awareness

20. WHY?
sales
logistics
service
& advice
awareness

21. “After having looked up information online, I often have the feeling
that I know more about a product than the sales associate.”
source: “Retail in Belgium,” InSites/Vlerick, 2012 (n = 165)
0 20 40 60 80 100
9 10 37 24 20
totally disagree disagree neutral agree totally agree

22. from selling to helping to buy…

23. WHY?
sales
logistics
service
& advice
awareness
brand
image

27. WHY?
sales
logistics
service
& advice
awareness
brand
image
showroom

37. 3
one size
doesn’t
fit all

40. % of purchases without
visit to showroom

41. DNA context

42. AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion

44. n = 387 gemeenten (96% van het totaal)

47. IMPACT OF SIZE OF SHOPPING AREA
source: Rabobank – evolution 2009 - 2011

48. SOURCE OF SALES EVOLUTION
(RESIDENTS VS. NON-RESIDENTS)
source: Rabobank – evolution 2009 - 2011

51. 5

53. INPLANTING DIEST
23.000

55. INPLANTING DIEST
23.000
76.000
98.000

56. IMPACT OF SIZE OF SHOPPING AREA
source: Rabobank – evolution 2009 - 2011
Diest =
20.000 m2
Hasselt =
85.000 m2
Leuven =
81.000 m2

57. INPLANTING DIEST
23.000
18.000
44.000
29.000
76.000
98.000

58. % koopvlucht
12,8% 48,9% 27,3%

59. % koopattractie

60. INPLANTING DIEST

61. INPLANTING DIEST

62. 50,6% 93,2% 62,1%totaal

63.  koopattractie - Diest

64.  koopattractie - Hasselt

65. centrum inwoners grootte
(m2)
periodieke
(%)
periodieke
(m2)
Hasselt 76.000 85.000 70% 60.000
Leuven 98.000 81.000 66% 53.000
Diest 23.000 21.000 56% 12.000

66. VERGELIJKING HASSELT & DIEST
Hasselt: n = 153
Diest: n = 75

67. fun shopping:
“the winner takes it all”

68. RUN SHOPPING: EFFICIENCY RULES

69. AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion

70. FORMATS: A COUPLE OF CASES
sales
logistics
service
& advice
awareness
brand
image
showroom
which
functions?

78. AGENDA
1. omni-channel
2. physical stores: why?
3. physical stores: where?
4. formats: a couple of cases
5. conclusion

79. ‘Dit boek biedt een stevig conceptueel
kader én heel concrete handvatten!
Een echte must voor al wie begaan is
met de toekomst van retail!’
Wouter Torfs, CEO Schoenen Torfs
‘Eindelijk een boek waarin niet de
techniek maar de klant centraal staat.
Gino beschrijft duidelijk, prikkelend en
uitdagend hoe retailers hiermee moeten
omgaan. “Verplicht stellen voor alle
medewerkers in de retail”, zou ik zeggen.’
Rob Berns, CEO Kwantum

80. 20%
24%
80%
76%
female
male
no yes
“do you shop online?”
(US teens)
source:
PiperJaffray / PEW Research
spring 2013

81. 78%
75%
22%
25%
female
male
in stores online
“do you prefer to shop
online or in stores?”
(US teens)
source:
PiperJaffray / PEW Research
spring 2013

82. CONCLUSION
sales
logistics
service
& advice
awareness
brand
image
showroom
where,
which functions &
how many?

83. “I’ve failed over and over,
and that is why I succeed”

84. CONCLUSION
8
Prof. Gino Van Ossel
Retail management
E-commerce & omni-channel
Shopper & trade marketing
Channel management
gino.vanossel@vlerick.com
@ginovanossel