Retail 12 INNOVATIONS Innovating for Customers Presented by Global Sponsor McMILLAN DOOLthe retailIT expertsTLE McMILLAN DOOLthe retailIT expertsTLE With more than 25 years of experience in consulting, our practice firm which can provide such a high level of experience, expertise, is centered on retailing. It starts with consumers, who we believe commitment and process. ultimately determine retail success or failure. We go beyond the Services. Our consulting practice is focused in the following areas: normal facts and data of the business by developing insights that can be applied to our clients’ unique needs and requirements. Our • Create winning strategies. We help create winning consulting expertise, combined with years of retailing experience, strategies for retailers and suppliers to the retailing leads to solutions that are both practical and executable. We are industry. We are experienced in guiding companies the industry experts at interpreting the retail marketplace and through the strategic planning process to achieve fresh converting insights into successful strategies. insights and solutions. • Optimize the customer experience. We help companies We are unique in the field of retail consulting: develop a unique, consistent and sustainable customer • Partner-driven, seasoned and experienced team. We are experience. Our proprietary analytical frameworks and uniquely qualified to develop, assess and implement new deep expertise helps clients identify opportunities to retail concepts and strategies for retailers and suppliers. enhance and differentiate their ongoing relationship with their target customers. • Proven processes. Our consulting practice touches on • We lead the development of every facet of retailing, including operations, service, Develop new concepts. innovative retail concepts, formats and programs. We have merchandise, real estate, systems, culture, organization, developed ground-up prototypes, refined existing concepts presentation, multi-channel and design. and created successful programs, shops and departments • Process built upon ownership. We partner with our clients within stores. using a team process. In the end, we engage with the team • Analyze and improve performance. We evaluate and to implement our retail knowledge and ensure they will be optimize retail concepts, strategies and businesses. This able to successfully execute the retail concept and/or retail includes a feasibility assessment of startups and new performance improvements. concepts, performance improvement for existing concepts McMillanDoolittle partners are objective outsiders who are and due diligence activities. passionate about retailing. We know of no other retail consulting • Intelligence. We provide critical research, information and insights on the retail industry. McMillanDoolittle, LLP 350 West Hubbard Street, Suite 240 Chicago, IL 60654 Neil Stern 312-784-2512 [email protected] www.mcmillandoolittle.com 3 | Retail Innovations 12 4 | Retail Innovations 12 We are a global alliance of consultancy companies AMERICAS with members in more than 25 mature and emerging retail markets. McMILLAN Since 1990, we have helped retailers, as well as DOOLITTLE suppliers to the retail sector, remain competitive and the retail experts achieve their goals by blending global retail expertise with our members’ local insights. ASIA-OCEANIA AND AFRICA Ebeltoft Group serves 36 of the top 100 retailers and 29 of the top 50 manufacturers worldwide. Since its founding, Ebeltoft Group has been analyzing global retail innovation trends and, since 2005, presenting this analysis in our annual publication, Retail Innovations, focusing on emerging trends and the most interesting cases worldwide. Ebeltoft Group´s global studies and publications EUROPE include: • Global Cross Channel Report (2014) • Retail Internationalization (2013) • Global Cross Channel Report (2012) • NeoConsumer (2011) • The Trust Factor (2011) • Environmental Sustainability (2010). 5 | Retail Innovations 12 Retail Innovation Services Partnering with retailers With a decade of global retail trend analysis and more than 20 years of supporting our local retail communities around the world, Ebeltoft Group helps today’s retailers and manufacturers prepare for the ongoing changes and brands to improve shaping the retail marketplace. awareness of global The study and adoption of innovative ideas lead to major changes in the way we see businesses go to market. trends that are shaping It is easy to spot these changes when we reflect back upon retail history. It is more difficult, but ultimately more tomorrow’s retail important, to understand and react to these changes as they are happening now. Through presentations and workshops, our local Ebeltoft Group retail experts develop dynamic sessions to help your management team landscape. better understand these changes and answer the following key concerns: What are the main game-changing ideas that are propelling retail forward? How does this apply to me and my local retail market? How can I incorporate elements of cross-channel retailing? How do I incorporate new technologies into my retail concept? How can I think about my business model in a new way? How can I blend the online and offline experience? How can I increase the role that the customer plays in creating and determining product? In addition to presentations and workshops, Ebeltoft Group also provides customized trend-tracking services for your company or retail sector. 6 | Retail Innovations 12 Retail 12 INNOVATIONS The four hot trends of the year Smart Shopping is key. Make Interactions focus on what Brand Intensity delivers Responsibility remains a it as efficient and convenient to shop the internet struggles to provide: emotions and “proofs of brand.” Savvy priority factor in many concepts, in-store as it is to shop Amazon. R1 12 interaction with products (test, retailers know they magnify their most often as the cherry on top, features several cases showing how customize, make), interaction with brand intensity through storytelling. but sometimes as the cake itself. the online/offline experience can be staff (human relationships, personal The French use two different words Northern European countries for “brand”: “enseigne” refers to more fluid, often thanks to the smart shopper), interaction with the are the clear leaders in this trend, historical retailers with a functional use of technologies (i.e., Canada Post, company (co-creation) and interaction experimenting with bold models like promise and weak marketing content; Retuna, the groundbreaking shopping Eatsa). As it did last year, RI 12 also with other clients (communities). “marque” refers to brands with strong showcases several R&D concepts of Some concepts are clearly dedicated content. Retailers have to move mall dedicated to recycling. compact/extended/no-stock stores to new forms of interaction (i.e., VOID, from “enseignes” to “marques.” This (i.e., Decathlon Connect, Sephora the trendy Brazilian concept coffee is obvious in niche concepts with Flash). And, this is not only about store; Vita Mojo, the UK build-to- intensive storytelling (i.e., Dielmar, the stores, the omni-channel journey is the order restaurant), but, more widely, “living showcase“ tailor; De Dames, the new normal in any of those concepts. numerous concepts step it up with garage for women), but is also true for customization and community. mass market and discount retailers. The amazing transformation of Lidl is one such inspiring example And, manufacturers keep testing “brand experience places,” such as Crayola and Adidas. 7 | Retail Innovations 12 8 | Retail Innovations 12 Retail 12 INNOVATIONS Contents Ebeltoft Group 5 Retail Innovations 12 cases Ebeltoft Group Retail Innovation Services 6 Smart Shopping 19 Brand Intensity 63 Top Four Retail Trends 7 Zgoda FC 20 Eataly per Autogrill 64 Mister Spex 22 Telstra Discovery Store 66 Award-winning Innovation Cases 11 Apodoc Hardbrucke 24 Level Kids 68 Migros my way 26 Tally Weijl Flagship Store 70 eatsa 12 Bloom & Wild 28 Lidl 72 Canada Post 14 Sephora Flash 30 Beauty Sister 74 La Poste 32 Carrefour Street Market 76 Siam Discovery 78 Pangea 34 ICSC: Global sponsor of Retail Innovations 12 99 Crayola Experience 80 eXperience BCR 36 ICSC Viva Design and Development Award 102 Dielmar 82 Amazon Books 38 De Dames van Hurkmans 84 Ebeltoft Group Locations 104 ME for YOU 40 Picnic 42 Responsibility 87 Interactions 45 Peerby 88 Retuna Återbruksgalleria 90 Vita Mojo 46 WeFood 92 VOID General Store 48 Toms Shoes 94 House of All 50 Reclaimed Jewels 96 Decathlon Connect 52 Seneca Anticafe 54 Ray-Ban Flagship Store 56 Targi Sniadaniowe 58 Ikea Kuchnia Spotkan 60 9 | Retail Innovations 12 10 | Retail Innovations 12 eatsa Canada Post Retail 12 INNOVATIONS Award-winning innovation cases 11 | Retail Innovations 12 WINNING INNOVATION BELTO E F T AWARD R E T 2016 A I N eatsa L I O INNOVAT Positioning A new fully technology-driven store concept offering sustainable, healthy meals for people who otherwise may not have time to eat nutritiously, or who would like to spend less on lunch. What is it? Eatsa is a fully automated restaurant chain whose goal is to make delicious, nutritious foods accessible to more people through a technology-driven restaurant experience. Technology fuels convenience and speed in an ordering process completely driven by digital screens and menu options, with an emphasis on a sustainable and nutritious offer. The restaurant functions like a vending machine. Customers enter and order at