Retail TouchPoints - Your Source For The Latest Retail News And Trends - Retail TouchPoints - Retail TouchPoints Sun, 05 Jul 2015 05:01:58 -0400 RTP en-gb Nike Founder Steps Down From Board Of Directors Nike Founder Steps Down From Board Of Directors

phil-knightPhil Knight, the Founder of Nike, will step down from his position as Chairman of the company’s Board of Directors. Knight, who is 77, stepped down the company’s CEO in 2004.

The Board has implemented a succession planning process that will conclude when a new Chairman is appointed in 2016. Knight has recommended that current President and CEO Mark Parker take his place.

{loadposition GIAA}“I believe Mark is the best choice to succeed me,” Knight said in a company statement. “He has been an outstanding CEO for the past nine years, and has demonstrated time and again his love for this company and his clear vision for capturing the tremendous potential Nike has to innovate, inspire, and drive growth.”

Knight also has transferred 128,500,000 shares of Nike Class A Common Stock and approximately 15% of total Nike Class A and Class B Common Stock to the newly formed limited liability company Swoosh LLC.

Swoosh has its own Board of Directors to serve as its governing body, which will determine how the Class A shares are voted and managed going forward. The Swoosh Board will initially have four total members. Knight will exercise two votes, while the remaining three members will each account for one vote.

Nike also named Travis Knight, Phil Knight’s son, as the newest member of its Board of Directors, effective immediately. Knight, 41, is President and CEO of the animation studio, Laika LLC, which specializes in feature films.

]]> (Glenn Taylor) Retail Movers & Shakers Thu, 02 Jul 2015 13:13:35 -0400
QVC Hires SVP For New Business Planning & Analysis Group QVC Hires SVP For New Business Planning & Analysis Group

QVCQVC has appointed Sanjay Singh as Senior Vice President (SVP) of its new Business Planning & Analysis group.

Singh will be responsible for developing financial insights and driving integrated global business and financial planning across markets and functions, helping QVC drive global growth and success. He will report to Ted Jastrzebski, CFO and EVP of Strategy.

Prior to joining QVC, Singh served as SVP of Finance at Abercrombie & Fitch, where he was responsible for the company’s strategic planning, real estate finance, franchising and capital. In his new role, Singh will fully integrate business and strategic financial planning to create a more aligned, end-to-end approach that drives efficiencies and maximizes organizational synergy for the QVC business.

"Sanjay has a demonstrated track record of leading financial strategy development and execution for several global retail and consumer product companies," Jastrzebski said. "His breadth of international experience and financial expertise position him well to work cross-functionally at QVC to drive continued success across our global markets, while remaining focused on the customer."

]]> (Glenn Taylor) Retail Movers & Shakers Thu, 02 Jul 2015 07:28:00 -0400
BrandsMart Optimizes Field Service Operations With ServiceScheduling BrandsMart Optimizes Field Service Operations With ServiceScheduling

Retailers that sell electronics can boost customer loyalty and satisfaction by offering additional services, such as item installation, maintenance and repairs. Because field technicians that provide these services rarely work in an office and are consistently on the road, their schedules need to align with not only their personal needs, but overall consumer demand.

BrandsMart USA, a consumer electronics and appliances retailer, has implemented the ServiceScheduling routing optimization tool from ServicePower to improve field service team productivity and cycle time, as well as save hardware, software and overhead costs.

{loadposition GIAA}BrandsMart USA also has improved billing rates by combining all in-warranty manufacturer claims and streamlining its original equipment manufacturer (OEM) billing, ensuring that all jobs due from an OEM are properly billed.

Improved efficiencies and billing has helped team members serve customers better and faster. With ServicePower, BrandsMart field technicians run roughly 6,500 service and installation jobs each month. Each field technician runs approximately 10 to 12 jobs per day, completing an average of six to eight projects per day.

“The most significant difference I see with the system is the increase in work completed by adding more stop possibilities and more completes,” said Cosmo Adamo, VP of Service at BrandsMart. “So in essence, more revenue with the same workforce. We also noticed less fuel being used because of the better routing.”

Prior to implementing ServiceScheduling, BrandsMart used a legacy CRM system that didn’t support automated scheduling. Employees used maps and leveraged historical knowledge of the field technicians’ skills to schedule repairs and installations.

“Technicians would take their schedules and run the jobs as they saw fit, meaning we had no visibility on whether or not they were showing up on time,” Adamo said in an interview with Retail TouchPoints. “We also had little control over fuel utilization and miles driven, so we didn’t know where our assets were located during each day or after hours. There was no integration to the CRM, so we could not track a job and provide updates easily if a consumer called for information.”

After implementing ServicePower, BrandsMart was able to replace its existing CRM system with the Solarvista field service solution, which is fully integrated with ServiceScheduling platform. With Solarvista, the retailer can streamline its service and installation operations to better manage customers, service contracts, parts inventory and pricing. BrandsMart also can use the platform to exchange data to financial and POS systems, as well as extend data to call center agents, who can now provide timely job status updates to customers.

Today, technicians are matched to new jobs based on the skills and geography, as well as existing appointments. ServiceScheduling finds the best technician to match with the job, and can reduce the number of miles between jobs.

Fully mobilizing its field technicians enables BrandsMart to implement new, same-day appointments and change appointments throughout the day. Technicians update job status so that jobs and commitments can be constantly monitored.  GPS tracking further enables BrandsMart to monitor not only consumer commitments, but also field equipment assets, which enables fuel cost savings and theft deterrence.

“For individuals using intuitive smartphones and technology in their private lives, the technology was familiar and made their lives much simpler,” Adamo explained. “The removal of paper makes their lives easier, as does up-to-date information delivered to their mobile devices — it also gives them the ability to be superheroes to our customers. The mobile dispatch applications provide each technician with his or her schedule in advance, as well as navigation to each job. Once onsite, the technician can do everything that needs to be done, from securing parts inventory for the job from truck stock, or placing an order for a necessary part from our warehouses or from the parts distributor.”

]]> (Glenn Taylor) Retail Success Stories Thu, 02 Jul 2015 08:22:18 -0400
WalmartLabs Rolls Out New Product Content Collection System WalmartLabs Rolls Out New Product Content Collection System

walmartlabs1Walmart is testing a new program designed to help suppliers send their catalogs directly to the retailer, according to a WalmartLabs blog post.

For the pilot program, called the Product Content Collect System (PCCS), Walmart will provide a framework for sharing catalog data based on a specification, including a list of attributes, requirement levels and data transfer protocols. By collecting this catalog data, Walmart aims to share accurate, comprehensive product information with customers to further improve the shopping experience. Additionally, having the full product catalog allows Walmart to build and launch products if and when the retailer decides to sell them, according to the post.

{loadposition GIAA}“Our inspiration came from the fact that we need accurate product data for a great shopping experience for our customers,” said Ram Rampalli, Global Head of Content Acquisition at Walmart Global eCommerce. “High-quality product data plays a key role in this omnichannel world. It helps us identify the right selection to offer, set the best price and improve the overall customer experience.”

Walmart’s larger suppliers are part of the B2B-centric Global Data Sync Network (GDSN). Smaller and mid-sized suppliers and sellers introduced through the Marketplace program are not part of GDSN. The PCCS program is designed to make it easier for suppliers of all sizes to upload their catalogs.

“We now have sample data from about 30 vendors directly or through our content service providers,” Rampalli said in an interview with RetailTouchPoints. “We do not really have a restriction on the number of pilot customers we can take in; the program is open for all. We also wish to convey that this program is open for both suppliers who sell on Walmart and future suppliers who wish to sell on Walmart.”

The program is expected to fully launch later in 2015. However, the project is currently “launching in phases,” according to Rampalli, with further developments expected before deployment.

]]> (Glenn Taylor) News Briefs Wed, 01 Jul 2015 15:46:25 -0400
Donna Karan Steps Down From Chief Designer Role Donna Karan Steps Down From Chief Designer Role

Donna Karan
After more than 30 years, Donna Karan has stepped down as Chief Designer of Donna Karan International (DKI). Moving forward, Karan will serve in an advisory role and also will dedicate more time to her Urban Zen Company and Foundation.  

LVMH, the parent company of DKI, does not plan to replace Karan, but will reorganize internal teams and structures, according to a LVMH press release. Doing so will help DKI “substantially increase its focus on the DKNY brand.” For the time being, LVMH plans to put all future DKI runway shows on hold.

"I have arrived at a point in my life where I need to spend more time to pursue my Urban Zen commitment to its fullest potential and follow my vision of philanthropy and commerce with a focus on health care, education and preservation of cultures," Karan said. "After considering the right time to take this step for several years, I feel confident that DKI has a bright future and a strong team in place."

After working as the head of design for Anne Klein, Karan started her namesake brand in 1984 with her late husband Stephan Weiss and Takiyho Inc. Her first women’s collection was shown in 1985, and since then, DKI has been a mainstay in the American womenswear fold. Following a model of Seven Easy Pieces, each DKI collection has consisted of seven items designed to transition seamlessly from day to night.

]]> (Alicia Fiorletta) Retail Movers & Shakers Wed, 01 Jul 2015 12:45:56 -0400
Garnet Hill Opens First Pop-Up Shop In New York Garnet Hill Opens First Pop-Up Shop In New York

Garnet Hill has opened its first physical store, a pop-up location, in Bridgehampton, N.Y., in an effort to give consumers an authentic touch-and-feel experience for its merchandise. Garnet Hill celebrated the opening on June 27 during a co-sponsored event with Hamptons Cottages & Gardens magazine and its Editor-in-Chief, Kendell Cronstrom.

The store will operate through Labor Day and will be open from 10 a.m. to 6 p.m. every day. The store will feature Garnet Hill bedding and home décor lines, cashmere robes and a curated selection of sleepwear, apparel and other seasonal items.

{loadposition GIAA}"We've put a lot of thought and care into our premiere store's design and location,” said Claire Spofford, CEO and President of Garnet Hill. “And Bridgehampton — with a charming downtown that is both low-key and a destination for home design resources — felt like a perfect fit for us. We've designed a dynamic and surprising experience, with products and event programming that ensures the store will always feel a little different. We think customers who know and love us will be excited to 'meet' us for the first time and we'll be a pleasant surprise to new customers as well."

To design the store, Garnet Hill hired New York-based creative consultancy and design firm Aesthetic Movement. Most recently, Aesthetic Movement designed the premier stores for Fred Segal Japan, and has a variety of brand partners, including Fishs Eddy, Izola, Sir/Madam, Thomaspaul and Chilewich.

Garnet Hill also will partner with Designer Previews, a service that connects homeowners and professionals with appropriately fitted interior designers and architects. 

]]> (Glenn Taylor) News Briefs Wed, 01 Jul 2015 08:40:24 -0400
ModCloth Reduces Google App License Usage By 30% With SysCloud ModCloth Reduces Google App License Usage By 30% With SysCloud

ModCloth is an online retailer specializing in fashion from a variety of independent designers. Since its launch in 2002, the company has grown exponentially, surpassing 450 employees. All team members focus on delivering on ModCloth’s mission, which is to change the way fashion is crafted, discovered and delivered in a digital era.

Because of its strong digital heritage, ModCloth realizes the importance of data security — both for consumers and for internal employees. For example, when an employee leaves the company, ModCloth must remove all personal files and email data via Gmail. As the business grew, this process became increasingly challenging.

“It is important to us that we are able to securely protect our Google Apps data in the event that we need to recover an important email or Google Doc,” said Brian Clark, IT Administrator at ModCloth. “Our goal was to find and start using a tool that would allow us to safely and securely backup Google Apps data.

{loadposition GIAA}Using Syscloud, ModCloth is able to protect itself against data loss and unauthorized data exposure. The retailer also is managing internal data more efficiently, which has led to a 30% drop in its Google App license usage.

“The combination of a straightforward backup and restore solution, coupled with the advanced security compliance features that SysCloud offers, helped us decide to purchase and adopt the solution,” Clark explained. “We were interested in a tool that could offer us a future-proof, comprehensive solution around Google Apps data backup, restore and security compliance management.”

ModCloth started using SysCloud in May 2014 and spent approximately two weeks exploring how to integrate the system with internal processes, according to Clark. “I would say that it took a total of one month to go from initial meetings with SysCloud to using the tool to fully meet our needs.”

Previously, the company unnecessarily kept employee email accounts, documents and stored information, creating an abundant data archive. As more information gathered in Google Apples, ModCloth’s licensing usage increased, which led to a boost in costs.

“Some of our challenges have been finding a suitable way to retain our Google Apps data,” Clark explained. “We needed to develop and implement a concise and consistent employee status change process in order to quickly capture and save Google Apps email and docs.”

Now, SysCloud is a key component of ModCloth’s data archiving practices. When an employee transitions from their position at ModCloth, the company secures all email data until it is ultimately removed from Google Apps.

“We want to be able to protect our users’ Google Apps data,” Clark said. “Primarily, we need to be able to restore Google Apps email and documents in a safe and secure way.”

As the ModCloth continues to grow and change, “we are looking to implement systems, tools and services that are flexible, easy to manage and provide good long-term value,” Clark added. “SysCloud’s advanced security compliance features are ready to go when we need them, ultimately allowing us to have a leg up on any business security compliance tasks or directives.”

]]> (Alicia Fiorletta) Retail Success Stories Wed, 01 Jul 2015 06:44:15 -0400
Economic Optimism Sets The Stage For A Profitable Holiday Season Economic Optimism Sets The Stage For A Profitable Holiday Season

shadow RTP RT057 GD Holiday Guide June 2015As we move further and further away from the 2008 recession, retailers can be confidently optimistic in their overall outlook for the 2015 holiday season.

Confirming this optimism, the National Retail Federation (NRF) predicted a boost in sales growth for 2015 over 2014. Retail industry sales will increase approximately 4.1% in 2015, up from 3.5% growth in 2014, according to NRF in its February 2015 economic forecast report. That boost would be the biggest annual growth since 2011, when retail sales for the year increased 5.1%. Additionally, NRF predicts non-store sales will grow between 7% and 10%.

"While Americans are benefiting from a pickup in wages and jobs, and gains in the U.S. stock market, economic slack has been reduced," noted Jack Kleinhenz, Chief Economist at NRF. But, he warns: "We still, however, have a ways to go in order to achieve sustainable economic growth. There are a few wild cards that retailers will need to keep an eye on, like global economic growth, energy prices and even inflation."

Although retailers should expect consumers to spend more of their earnings on necessities and discretionary items during the holiday season, one thing remains clear: To see success, retailers must focus on understanding customers’ needs and addressing them across all channels.

This year, the Retail TouchPoints 2015 Holiday Guide is delving into 10 different topics that will provide insights from industry experts and real-world examples to help retailers deliver a successful holiday season. This guide should serve as a go-to resource for all types of retailers.

Complete the form below to download your copy of the guide now!


]]> (RTP Editorial Team) Special Reports Mon, 29 Jun 2015 23:00:00 -0400
Only 32% Of Consumers Purchase From ETailers Twice In A Year Only 32% Of Consumers Purchase From ETailers Twice In A Year

RR RJMetrics image2Within the first year, new e-Commerce customers spend approximately $154 with retailers. Most (69%) of this amount is spent within the first 30 days, according to research from RJMetrics. However, only 32% of consumers place a second order with retailers within that year.

Marketers need to respond by increasing focus on retaining customers and maximizing customer lifetime value (CLV). CLV is the sum of all purchases a customer makes in a given time period, with the report calling it “the most important metric for understanding your business.” In fact, the fastest-growing e-Commerce retailers acquire a CLV 79% higher than their peers after a full year.

{loadposition GIAA}RJMetrics released the 2015 Ecommerce Buyer Behavior Report, which includes data from 176 e-Commerce retailers and 18 million customers, in order to uncover online shopping behaviors and trends.

The report concluded that retailers’ overall dependency on customer acquisition varies by their vertical. For example, houseware/home and computer/electronics retailers rely more significantly on new customers spending a large amount of money up front, while food, drug and mass merchants rely more on repeat purchases growing over time.

E-Commerce retailers can use this insight to make predictions about which customers will turn into big spenders, and they can segment this data further by analyzing:  

  • Product category;

  • Acquisition source;

  • Number of items in each order; and

  • Days between orders.

The fastest growing companies are improving CLV because they excel at acquiring more high-value customers and increasing the value of their existing customers. Additionally, purchase rates increase steadily with each incremental purchase during the first year. While the likelihood of a consumer making a second purchase after a first is relatively low, the likelihood of a third purchase jumps to 53%, and increases to 64% and 70% on the fourth and fifth purchases, respectively.

Click here to access the complete report.

]]> (Glenn Taylor) E-Commerce Mon, 29 Jun 2015 23:00:00 -0400
Shop.Org 2015 Digital Summit Shop.Org 2015 Digital Summit


In 2015, more than 5,400 professionals will gather in Philadelphia for the Digital Summit, a two-and-a-half day event specifically for digital and multichannel retailers. Discover new ideas, get actionable takeaways and build strong relationships with the brightest and most innovative players in the digital retail world. Conference attendees will meet out-of-the-box thinkers with great ideas that can help move projects forward.


October 5-7, 2015


Pennsylvania Convention Center, Philadelphia, PA


]]> (Glenn Taylor) Retail Industry Calendar Mon, 29 Jun 2015 15:02:22 -0400