If you are visually impaired or blind, you can visit the PDF version by Pressing CONTROL + ALT + 4
<br /> VOLUME 8 | ISSUE 5 | JULY 2014<br /> INNOVATION: IS FAILURE<br /> THE NEW SUCCESS?<br /> Kyle McGinn, Head of Digital Labs at Marks & Spencer,<br /> on connecting innovation with customers<br /> INSIDE OUR `CUSTOMER' EDITION:<br /> ] RETAIL REVIEW: HOUSE OF FRASER P21<br /> ] BECOMING IRRESISTIBLE P38<br /> ] CREATING OMNICHANNEL BRIDGES P48<br /> ] MOBILE MOMENTS MATTER P52<br /> NEXT FROM INTERNET RETAILING<br /> Sponsored by<br /> 14th October 2014, Novotel, Hammersmith, London<br /> Full details at internetretailingconference.com<br /> <br /> Contents<br /> VOLUME 8 | ISSUE 5 | JULY 2014<br /> Editor: Emma Herrod Tel: 07801 282729<br /> E-mail: press@internetretailing.net<br /> Editor-in-chief: Ian Jindal<br /> Design: Alex Goldwater<br /> Publishing Director: Chris Cooke<br /> Group Account Director: Andy James<br /> Account Director: Rob Prevett<br /> Senior Account Manager: Sonia Vitt<a title="Internet Retailing - July 2014 page 1" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=1"> VOLUME 8 | ISSUE 5 | JULY 2014 </a> <a title="Internet Retailing - July 2014 page 2" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=2"> </a> <a title="Internet Retailing - July 2014 page 3" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=3"> Contents </a> <a title="Internet Retailing - July 2014 page 4" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=4"> Editor's comment L AST MONTH, the retail </a> <a title="Internet Retailing - July 2014 page 5" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=5"> </a> <a title="Internet Retailing - July 2014 page 6" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=6"> Chloe Rigby highlights recent industry changes bu</a> <a title="Internet Retailing - July 2014 page 7" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=7"> NEWS HOUSE OF FRASER JOINS TESCO MARKETPL</a> <a title="Internet Retailing - July 2014 page 8" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=8"> </a> <a title="Internet Retailing - July 2014 page 9" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=9"> NEWS Read more of Paul Skeldon's insight into </a> <a title="Internet Retailing - July 2014 page 10" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=10"> Is failure the new success story? There's been </a> <a title="Internet Retailing - July 2014 page 11" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=11"> INTERVIEW </a> <a title="Internet Retailing - July 2014 page 12" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=12"> improve the way it does business with their relev</a> <a title="Internet Retailing - July 2014 page 13" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=13"> </a> <a title="Internet Retailing - July 2014 page 14" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=14"> INNOVATING LIKE AMAZON Amazon continues to show a</a> <a title="Internet Retailing - July 2014 page 15" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=15"> </a> <a title="Internet Retailing - July 2014 page 16" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=16"> NOT JUST RETAILERS In March, Unilever announced t</a> <a title="Internet Retailing - July 2014 page 17" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=17"> CEO SPOTLIGHT Peter Simmonds CEO, Why d</a> <a title="Internet Retailing - July 2014 page 18" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=18"> New wave of retail leaders required for the digit</a> <a title="Internet Retailing - July 2014 page 19" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=19"> DASHBOARD blend the traditional `art' of m</a> <a title="Internet Retailing - July 2014 page 20" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=20"> </a> <a title="Internet Retailing - July 2014 page 21" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=21"> RETAIL REVIEW </a> <a title="Internet Retailing - July 2014 page 22" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=22"> How engaged are your social customers? Marcus La</a> <a title="Internet Retailing - July 2014 page 23" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=23"> COMMENT Dial tone No longer are we su</a> <a title="Internet Retailing - July 2014 page 24" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=24"> </a> <a title="Internet Retailing - July 2014 page 25" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=25"> INTERNET RETAILING: RESEARCH B2B: going d</a> <a title="Internet Retailing - July 2014 page 26" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=26"> </a> <a title="Internet Retailing - July 2014 page 27" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=27"> INTERNET RETAILING: RESEARCH per cent of r</a> <a title="Internet Retailing - July 2014 page 28" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=28"> </a> <a title="Internet Retailing - July 2014 page 29" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=29"> INTERNET RETAILING: RESEARCH Not just for</a> <a title="Internet Retailing - July 2014 page 30" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=30"> </a> <a title="Internet Retailing - July 2014 page 31" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=31"> INTERNET RETAILING: RESEARCH the whole bus</a> <a title="Internet Retailing - July 2014 page 32" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=32"> </a> <a title="Internet Retailing - July 2014 page 33" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=33"> INTERNET RETAILING: RESEARCH </a> <a title="Internet Retailing - July 2014 page 34" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=34"> Indeed the beneļ¬ts will be evidenced by interv</a> <a title="Internet Retailing - July 2014 page 35" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=35"> </a> <a title="Internet Retailing - July 2014 page 36" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=36"> Celebrating a year of ecommerce achievement</a> <a title="Internet Retailing - July 2014 page 37" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=37"> INTERNET RETAILING AWARDS The Internatio</a> <a title="Internet Retailing - July 2014 page 38" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=38"> Becoming irresistible After analysing thousands </a> <a title="Internet Retailing - July 2014 page 39" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=39"> INTERNET RETAILING: STRATEGY </a> <a title="Internet Retailing - July 2014 page 40" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=40"> Who's telling your customers what to buy? When i</a> <a title="Internet Retailing - July 2014 page 41" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=41"> INTERNET RETAILING: PRODUCT The days wh</a> <a title="Internet Retailing - July 2014 page 42" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=42"> consumer brands to enhance their marketing collat</a> <a title="Internet Retailing - July 2014 page 43" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=43"> </a> <a title="Internet Retailing - July 2014 page 44" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=44"> Maximising every space Digital screens in stores</a> <a title="Internet Retailing - July 2014 page 45" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=45"> INTERNET RETAILING: CUSTOMER </a> <a title="Internet Retailing - July 2014 page 46" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=46"> Or they can extend the retailer's brand to ne</a> <a title="Internet Retailing - July 2014 page 47" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=47"> </a> <a title="Internet Retailing - July 2014 page 48" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=48"> Creating omnichannel bridges Loyalty is moving o</a> <a title="Internet Retailing - July 2014 page 49" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=49"> IN STORE: CUSTOMER of shoppers admitted to</a> <a title="Internet Retailing - July 2014 page 50" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=50"> Delivering the customer service goods </a> <a title="Internet Retailing - July 2014 page 51" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=51"> IN STORE: OPERATIONS activities taking pla</a> <a title="Internet Retailing - July 2014 page 52" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=52"> Are some responsive design websites unresponsive?</a> <a title="Internet Retailing - July 2014 page 53" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=53"> MOBILE: IT the load times of the Internet </a> <a title="Internet Retailing - July 2014 page 54" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=54"> Moments matter With its always on capability to </a> <a title="Internet Retailing - July 2014 page 55" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=55"> MOBILE: CUSTOMER an experience which deliv</a> <a title="Internet Retailing - July 2014 page 56" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=56"> Insight around the world ISABELLE SALLA</a> <a title="Internet Retailing - July 2014 page 57" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=57"> INSIGHT DAVID TUCK, HEAD OF SA</a> <a title="Internet Retailing - July 2014 page 58" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=58"> </a> <a title="Internet Retailing - July 2014 page 59" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=59"> ecommerce </a> <a title="Internet Retailing - July 2014 page 60" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=60"> ecommerce Online Shopping Specialists eBay and Am</a> <a title="Internet Retailing - July 2014 page 61" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=61"> operations, logistics & order management </a> <a title="Internet Retailing - July 2014 page 62" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=62"> payment & fraud </a> <a title="Internet Retailing - July 2014 page 63" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=63"> </a> <a title="Internet Retailing - July 2014 page 64" href="http://viewer.zmags.co.uk/publication/6bd0d269?page=64"> </a>