Consumers are choosing where to shop based on the convenience and flexibility retail brands offer across channels. This webinar will highlight new consumer survey data highlighting the shifting expectations of today's cross-channel consumer. The data will examine emerging trends around: Growing loyalty to brands that offer a good selection and competitive prices across all channels Shoppers willingness to move their to another retail brand when they encounter inconsistent pricing across channels; A growing disconnect with brands that offer inflexible, shipping, pick-up or return options New interest in making purchases directly on mobile devices Register now for this webinar to hear analysis of this new consumer shopping data, as well as real world examples of how global retailers are adapting to address these shifting shopper expectations.

1. #LiveWebinar November 3, 2011
The DNA Of The
CROSS-CHANNEL SHOPPER
Analysis of new consumer shopping data with
real world examples of how global retailers
are adapting to address these shifting
shopper expectations.

2. Welcome to the Webinar
Your GoToWebinar Attendee Viewer is made of 2 parts:
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3. Follow this Webinar on Twitter
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4. About Retail TouchPoints
 Launched in 2007
 Over 20,000 subscribers
 To provide executives with relevant,
insightful content across a variety of
digital medium
Free subscription to our weekly newsletter:
www.retailtouchpoints.com/signup
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5. Panelists
Andrew Gaffney Mike Elder
Research Director Director, Retail Practice
Decision Tree Labs Junction Solutions
Moderator
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
#LiveWebinar

6. About Decision Tree Labs
 Launched in 2010
 Division of G3 Communications
 Using a targeted online consumer
panel, with the ability to focus on
specific demographic groups—
based on geography, income or
shopping habits.
For more info, head over to
DecisionTreeLabs.com
#LiveWebinar

7. About The Survey
283
CONSUMERS
SURVEYED
Gender Age Group
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8. Growing Influence of the Web
40%
OF
CONSUMERS
said
they
increased
their
online
shopping
ac1vity
#LiveWebinar

9. Changing Channel Preferences
#LiveWebinar

10. Cross Channel Climbing
NEARLY
HALF
45%
an1cipated
more
of
their
shopping
will
occur
across
mul1ple
channels
in
the
coming
year
#LiveWebinar

11. Shifting Shopping Behaviors
#LiveWebinar

12. Changing Channel Expectations
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13. New Loyalty Drivers
#LiveWebinar

14. Channel = Choice
41%of
respondents
were
45%
of
respondents
valued
32%
cited
as
the
top
influence
the
ability
to
have
on
customer
loyalty,
convenience
of
being
followed
by
the
ability
to
able
to
“shop
and
receive
receive
promo1onal
merchandise
in
the
sales
offers
in
all
shopping
channel
of
my
choosing”.
channels.
of
respondents
are
influenced
by
having
32%
personalized
shopping
27%
experience
based
on
individual
history
and
preferences.
of
respondents
cited
the
valued
the
ability
to
have
ability
to
change
an
order
visibility
into
real-­‐9me
or
return
an
item
in
the
order
status.
channel
of
choice
#LiveWebinar

15. New Factor for Attrition
86% OF
CONSUMERS
are
somewhat
or
highly
likely
to
move
their
business
to
another
retail
brand
when
they
encounter
inconsistent
pricing
across
channels.
#LiveWebinar

16. New Shopper DNA
#LiveWebinar

17. Mobile: The Next Frontier
10
MORE
THAN
ONE
IN
(11%)
said
they
had
made
a
purchase
directly
on
their
mobile
device,
compared
to
8%
who
said
they
had
completed
a
transac1on
via
a
social
media
site.
#LiveWebinar

18. CROSS-CHANNEL CHALLENGES
Mike Elder, Director, Retail Practice
junc9onsolu9ons.com
where
technology
meets
inspira9on
atlanta
l
denver
l
san
francisco
l
st.
louis
l
toronto
multi-channel retail: catalog, web, mobile, direct, mail B2B and B2C
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

19. Agenda
• No
Longer
Op9onal
• Organiza9onal
Challenges
• System
Challenges
• Customer-­‐Centric
• Mobile
Expecta9ons
• Delivering
Cross-­‐Channel
• The
Future
• Summary
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

20. Junc9on
Solu9ons
Overview
• Founded
in
2002
• Headquartered
in
Denver
 6
offices
in
North
America
 Partner
rela1onships
globally
• Deep
Focus
in
Mul9-­‐Channel
Retail,
Cross-­‐Channel
Retail
 Customers
include
Simon
Pearce,
Global
Wine,
Miles
Kimball,
Century
Mar1al
Arts,
Peet’s
Coffee
&
Tea
• Solu9ons
are
built
exclusively
on
MicrosoX
Dynamics®
AX
• Recognized
for
excellence
in
solu9ons
and
customer
engagement
 Gold
Cer1fied
 CfMD
Cer1fied
 AMR
Cer1fied
(Dynamics
AX
for
Retail)
 2010
MicrosoV
Partner
of
the
Year
–
Retail
 2011
MicrosoV
Dynamics®
Award
Excellence
in
Evangelism
(Peet’s
Coffee
&
Tea)
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

21. Cross-­‐Channel
is
No
Longer
Op9onal
As
indicated
by
the
study
….
Customer
expects
you
to
look
like
one
consistent
retail
opera1on
• Retail
Store
• Catalog/call
center
• Web
store
• Mobile
(emerging)
How
you
should
look
to
the
customer:
Your
channels
are
just
shopping
op9ons
to
the
customer.
They
are
simply
different
varia9ons
of
the
same
retailer.
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

22. Organiza9onal
Challenges
How
your
corporate
organiza1on
probably
looks:
Silo
organiza1ons:
• Separate
profit
centers
for
each
channel
• Separate
merchandising/buying
teams
• Poten1ally
separate
IT
• Conflict
common
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

23. System
Challenges
How
your
systems
probably
look:
Poten1ally
separate
applica1ons
cobbled
together
for:
• Order
management
• E-­‐commerce
• Point-­‐of-­‐Sale
• Financials
•
and
more
…
Disparate
system
components:
• Different
focus
• Different
decision
makers
• Different
func1onality
• Best
of
Breed
????
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

24. Customer-­‐Centric
Customer
doesn’t
care
about
your
organiza1on
or
system
challenges
Customer
expects
consistency
and
transparency
across
channels:
Product
master
Pricing
Promo1ons
Customer
Data
And
Ancillary
Services
such
as:
Returns
Loyalty
programs
GiV
Registry
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

25. Mobile
Expecta9ons
Just
when
it
couldn’t
get
any
harder:
Mobile
is
elimina1ng
price
as
a
compe11ve
factor
Retail
success
in
the
future
will
be
increasingly
dependent
upon
influencing
customer
behavior:
• Service
• Suppor1ng
informa1on
• Shipping
• Consistency
• Performance
reputa1on
• Loyalty
Across
all
your
channels
!!!!
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

26. Delivering
Cross-­‐Channel
Brute
Force
• Load
and
try
to
maintain
data
manually
across
channels
Integrate
your
data
and
systems
• Master
system
for
record
data
• Varying
degrees
of
integra1ons
and
methods
All-­‐in-­‐one
solu1on
with
built-­‐in
integra1on
• Missing
or
limited
func1onality
• Most
common
examples
are
e-­‐commerce
suites
that
support
call
center
Issues
• Synch
and
1ming
of
data
• Performance
• Agreement
between
channel
organiza1ons
• Differences
between
disparate
system
func1onality
• Expensive
It
is
not
easy
delivering
on
cross
channel
!!!!
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

27. The
Future
The
Cloud
• Disparate
systems
(available
now)
• Use
cloud-­‐based
services
and
data
stores
• Current
example:
Online
credit
card
authoriza1on
• Cross-­‐channel
func1onality
example:
• GiV
registry
• Fully
Integrated
Solu1on
in
the
cloud
(coming)
• Applica1on
designed
and
built
to
run
via
cloud
• Integrated
sharing
of
data
and
func1onality
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

28. Summary
Effec1ve
Cross-­‐Channel
Interoperability
Is
Not
Op1onal
Your
customers
expect
it
Your
compe1tors
are
akemp1ng
it
You
can
do
it
Excelling
at
cross-­‐channel
execu9on
can
be
a
significant
differen9ator
you
can
leverage
to
your
advantage.
junc9onsolu9ons.com
where
technology
meets
inspira9on
© 2011 Copyright Junction Solutions. All rights reserved.

29. Q&A Session
Your GoToWebinar Attendee Viewer is made of 2 parts:
1.
Viewer
Window
2.
Control
Panel
Type
your
ques9on
here
#LiveWebinar

30. Panelists
Andrew Gaffney Mike Elder
Research Director Director, Retail Practice
Decision Tree Labs Junction Solutions
Moderator
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
#LiveWebinar

31. Thanks for attending!
You can download this
presentation & research
White Paper here:
http://rtou.ch/shopper-dna
#LiveWebinar

32. Panelists
Contact Andrew at: Contact Mike at:
andrew@gthreecom.com melder@junctionsolutions.com
#LiveWebinar