Consumer confidence is skyrocketing thanks to new retail platforms that offer the ideal experience for spending hard-earned money. Shoppers can now act on their “need-it-now” mindset to purchase almost any item, any time, from anywhere. This new retail landscape is becoming more and more intangible as consumers flow through the path of least transactional resistance, and brands that embrace emerging mediums and technologies are seeing the greatest success. This Retail Revolution keynote experience looks at actionable items to transform any organization into problem-solvers developing brand strategies and go-to-market plans that push the limits of creativity and innovation within this space. With this mission in mind, revitalized brands can not only create a plan to reach customers in the moment, but also provide a new level of personalized service and innovative experiences to help drive loyalty and success in the midst of the retail revolution. The Proof Points — • The ways retailers can connect with customers continue to evolve. By taking advantage of new mediums, brand conversations and value can continue to grow even deeper using these trends. • Because of the always-on nature of these brand connections, technology platforms can and should be used to expand and augment the shopping experience. • Brick-and-mortar continues to deliver on the experience customers demand. To win, retailers must focus on the experiences only they can offer, while extending and improving through the introduction of new tools and platforms. • In this fight for attention, each visit must be personalized in order to add greater value.

1. The Retail RevolutionTop 5 trends affecting retail and how brands are evolving to stay ahead.
Leading the way into 2017.
Carter Jensen

2. A Quick Warning
Presentation previews, like this, are only a small portion of the
overall keynote experience. Some slides may be omitted or seem
to be lacking or bare. That is by design.
Many of the visuals included within are simply meant to spur
thought and further support the intended conversation.
With this said, enjoy! I hope this preview gives a good idea
of the journey I look to bring audiences through and the
inspiration that sparks from a presentation like this.

3. 5 Points of Impact
A look at the trends that are forcing change and how leading
retailers are choosing to react.

4. Achieving Retail Ambiguity
Retail expanding to everywhere.
Entering the Amazon Age
Leading the way in the online/offline revolution.
Appetite for Continuous Connection
Connections in retail that never cease.
Brand Swagger Acceleration
New forms of connection create brand wow.
Perso-Retail
Personalized consumer experiences.

5. Online experiences continue
to erode physical retail traffic.
26% of department store shoppers are
shopping less often, going online instead.
Traditional sales tactics are
overlooked and outdone by
competing experiences.
Younger demographics continue to invest
more in experiences than material goods.
Lack of innovation within the
physical retail space keeps
many behind.
38% of department stores have lost
their appeal to their original
targeted demographics.
Retail footprints can provide
offerings that online
platforms cannot.
Destination retailers can
provide the personalized
shopping experience new
customer segments demand.
Advancements in technology
make change and innovation
more accessible.

6. Entering the Amazon Age
Leading the way in the retail revolution.

7. Online Retail Will Top $500 Billion by 2020
U.S. online retail sales topped $100 billion only in 2006, but projections show online sales
will grow five-fold, exceeding half a trillion dollars by 2020.
Forrester

8. In 2015, Amazon generated about 60% of total
U.S. online sales growth.
Forrester

9. Bloomberg
The Largest U.S. Retailer

11. Cowen & Co. — Cowen Consumer Tracking Survey n~2500, March 2016
Amazon Prime U.S. Household Penetration (%)
40%
2016

13. Innovation
Within Industries
Forrester

14. Hey, Alexa…

15. Forrester
Your Coffee,
Powered by Amazon
Amazon’s Alexa is now integrated into the Starbucks mobile app,
allowing an even quicker way to get your favorite drink.
For many, the Starbucks mobile app is a lifesaver. The beautifully designed platform allows coffee
lovers to seamlessly order, manage and pay for their coffee fix, all without ever leaving the app.
Earlier this month, the coffee giant announced a new addition to the platform that will make the taps
and swipes a thing of the past.
The “My Starbucks Barista,” as the feature is called, allows customers to speak or text their order and
pay for it before picking it up in the store. The functionality is all powered by Amazon’s Alexa platform
built directly into the existing app.
The beta test of the feature was initially rolled out to 1,000 customers nationwide at the end of
January on the Starbucks mobile app for iOS. The company said in a new release that the feature will
be expanded to more iOS Starbucks mobile app users through this summer, with an Android version
coming later this year. (TST)
In addition to the added feature within the mobile app, the Starbucks skill will also be available via the
traditional Alexa platforms such as the Echo and Dot. Users can simply place an order using the
command, “Alexa, order my Starbucks.”
Brands on the Edge
Keyword: Starbucks
612-249-7370

16. Evolving Through Rapid Innovation
Amazon’s revenue and net income from 1997 — 2015 (U.S. Billion)
Business Insider / Amazon

17. Entering the Amazon Age
Leading the way in the retail revolution.

18. Appetite for Continuous
Connection
Connections in retail that never cease.

19. Today, thanks to the rise in connected devices, digital is a
persistent layer of our daily lives. All media are now digital,
and all experiences can now be digital too.
Brands that take advantage of this new platform growth can
benefit from experiences that never have to end…
Bud Caddell

20. The iMessage App Store (left) depicts just how easy it is for brands to
become directly integrated into the on-platform messaging experience.
Michael Kors' recent #NationalSunglassesDay (right) garnered 100 million
views and lifted purchase intent 2.1 times above the market norm,
according to Millward Brown Digital.
Connect, Buy, Share
Meeting customers on their platform of choice to
enhance and extend the retail experience.
iMessages
Apple recently launched the iMessage App Store, allowing brands to
create custom applications to run inside messages on users’ iPhones or
iPads.
• App downloads continued to be quick and easy, allowing users to
authenticate and install using a simple fingerprint.
• Traditional app installs can now be paired with iMessage applications
in order to provide the greatest value across the device ecosystem.
Snapchat
Once a closed-to-brands platform, Snapchat has evolved over the last
year to give retailers a platform of influence. From paid ads to native
content, on-platform companies can now utilize targeted ads and other
like tactics to harness this platform of exponential growth.
• Snapchat continues to dominate daily opens in younger demographics
that are often difficult to target.
Technology Leading the Change

21. 72% of U.S. millennials
believe AI will be able to
predict what they want.
Sonar 2016

22. Payments
“We have been able to send money through
Google and Messenger for some time but this was a
peer to peer exchange.” — Chad Martin, VML
VML

23. Appetite for Continuous
Connection
Connections in retail that never cease.

24. Achieving Retail Ambiguity
Retail expanding to everywhere.

25. Bridging the Gap

26. Flexible Customer Journey
Many brand interactions can and will happen outside the store
walls.
With the advancements within integrated digital tools, retail customers no longer need to
make the journey to physical properties to complete simple tasks. Browsing and other tasks
can now all happen through a variety of connective devices, as brands can continue to
benefit from an increased level of connectivity to their customers.
By giving consumers the most convenient method of purchasing tailored to their specific
needs, retailers create more opportunities for consumers to purchase and interact.
Engadget
The Nike SNKRS app brings the ultimate shoe shop right
to the customer’s smartphone, allowing for an incredible
experience through browsing, discovery, purchase and
account management.
Keyword: SNKRS
612-249-7370

27. World Retail Congress
Omnichannel

28. World Retail Congress
Omni-experience
Customers demand a unified retail
experience, allowing them to move smoothly
across the channels with full visibility over all
the details involved.

29. The Verge
Google Maps Powers Live
Traffic Data to Retailers
New application features anonymized data
to track customers.
Google has used anonymized user data for many years to determine vehicle traffic patterns
and to deliver the best navigation routes, but a recent update to its application has
leveraged this data in a new way for retailers.
Launched in late 2016, live in-store traffic data is now available to Google Maps users.
Searches for a restaurant, hair salon, etc. will deliver business-specific data based on actual
users within the retail space, giving insight into just how busy the business may be.
Technology Leading the Change

30. Achieving Retail Ambiguity
Retail expanding to everywhere.

31. Brand Swagger Acceleration
New forms of connection create brand wow.

32. Retail Touchpoints
The Problem: 58% say that online
shopping lacks the service that can be
offered in a brick-and-mortar store.
The Opportunity: Retailers have the
ability to implement innovative,
customer-focused service offerings, both
in the store and delivered to customers
via alternative channels.

33. Technology continues to fuel the
rapid change in retail experiences.

34. of retailers report an
increased spend in
technology.
Gartner (2016)
60%

35. Soho Concept Store
Brands on the Edge

36. of retailers report an
increased spend in
technology.
Gartner (2016)
60%

37. Companies are developing systems to eliminate the human
interaction and increase customer experiences at lightning
speed, and are eager to allocate large budget dollars for
technology.
The Center for Client Retention
However, if technology is not coupled with an
enhanced, more complete and satisfying customer
experience, the dollars spent might as well be
thrown out the window, as the experience will be
doomed from the first day of implementation.

38. Brand Swagger Acceleration
New forms of connection create brand wow.

39. Perso-Retail
Personalized consumer experiences.

40. Leading Through
Customization

41. of U.S. customers expect
retailers to have a consistent
view of them as a customer
— both from online and
in-store purchase histories.
PSFK / Infosys, 2015
67%

42. B2B
B2C
Human 2 Human
Bryan Kramer, global marketing consultant, speaker, author
Businesses do not have emotion. People do.
People want to be part of something bigger than themselves.
People want to feel something.
People want to be included.
People want to understand.

43. Less velocity, more quality — Retail Experiences.
Digital
Mobile
In-Store
Everywhere

44. The cost of customers
switching brands.
52% have made this switch
due to poor service.
PSFK / Infosys, 2015
$1.6
Trillion

45. PSFK
Pirch
Enhancing personal interactions through digital tools.
When implementing new sales floor technology, Pirch wanted to ensure that the new
applications would not get in the way of the one-on-one customer interactions it was
known for. To achieve this, the brand deployed to each employee Microsoft Surface
tablets pre-installed with the “Pirch Advisor,” allowing them to take on such visual
tasks as room layouts, interactive quotes, photos of prospective products and more.
Relying on this technology only where it was truly needed ensured an added value to
the interaction while not detracting from the overall sales experience.
Brands on the Edge

46. Perso-Retail
Personalized consumer experiences.

47. In Summary
The digital and physical worlds are becoming one. We
cannot continue to look at online commerce as being a
simple add-on to a brick-and-mortar strategy — this layer
of communication and access is real throughout all
stages of our customers’ lives.

48. KEYTAKEAWAYS1. Amazon has the numbers, but it can’t always compete.
2. The ways retailers can connect with customers continue to evolve.
By taking advantage of these mediums, brand conversations and
value never need to end.
3. Because of the always-on nature of these brand connections,
technology platforms can and should be used to expand and
augment the shopping experience.
4. Brick-and-mortar continues to deliver on the experience customers
demand. To win, retailers must focus on the experiences only they
can offer.
5. Fighting for attention, each visit must be personalized in order to
add greater value.

49. The Retail RevolutionTop 5 trends affecting retail and how brands are evolving to stay ahead.
Leading the way into 2017.
Carter Jensen