If you are visually impaired or blind, you can visit the PDF version by Pressing CONTROL + ALT + 4
<br /> INTERNET RETAILING<br /> BEYOND CHANNELS,<br /> 2013 – OMNICHANNEL<br /> July 2013 an internet retailing special report<br /> sponsored by:<br /> 2 INTRODUCTION<br /> Editors' comment<br /> When we embarked on the first Internet Retailing special report<br /> back in 2009, multichannel was very much the territory of the<br /> forward-thinking retailer. Those retailers that had taken the<br /> decision that the future lay not only in launching a website but<br /> in linking site and store, and in giving customers a real choice of<br /> ways in which to shop, were distinctly in the minority. For the<br /> majority, it seems, online retail wasn't that important. That's not<br /> surprising, since back in February 2009 online sales were small,<br /> accounting for just 3.4 per cent of total retail spending,<br /> according to ONS figures.<br /> Today, online sales are climbing fast, with more than<br /> 10 per cen<a title="Internet Retailing - Omnichannel page 1" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=1"> INTERNET RETAILING BEYOND CHANNELS, 2013 – OMNICH</a> <a title="Internet Retailing - Omnichannel page 2" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=2"> 2 INTRODUCTION Editors' comment When we e</a> <a title="Internet Retailing - Omnichannel page 3" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=3"> CONTENTS 3 CO 10 14 22 25 </a> <a title="Internet Retailing - Omnichannel page 4" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=4"> 4 EXPERT OPINION CUSTOMERS HAVE MADE</a> <a title="Internet Retailing - Omnichannel page 5" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=5"> EXPERT OPINION 5 A `single view' of enterpris</a> <a title="Internet Retailing - Omnichannel page 6" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=6"> 6 EXPERT OPINION CUSTOMERS HAVE MADE</a> <a title="Internet Retailing - Omnichannel page 7" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=7"> EXPERT OPINION 7 Y ou can't have a seam</a> <a title="Internet Retailing - Omnichannel page 8" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=8"> 8 EXPERT OPINION RETAILERS NEED TO RETHINK </a> <a title="Internet Retailing - Omnichannel page 9" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=9"> EXPERT OPINION 9 </a> <a title="Internet Retailing - Omnichannel page 10" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=10"> 10 INTERFACE & DESIGN FIRST STEPS THE COMPLE</a> <a title="Internet Retailing - Omnichannel page 11" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=11"> INTERFACE & DESIGN 11 F rom the insid</a> <a title="Internet Retailing - Omnichannel page 12" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=12"> </a> <a title="Internet Retailing - Omnichannel page 13" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=13"> INTERFACE & DESIGN 13 experience in </a> <a title="Internet Retailing - Omnichannel page 14" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=14"> 14 MERCHANDISING LOOK GOOD FROM ALL ANGLES H</a> <a title="Internet Retailing - Omnichannel page 15" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=15"> MERCHANDISING 15 “ It's </a> <a title="Internet Retailing - Omnichannel page 16" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=16"> </a> <a title="Internet Retailing - Omnichannel page 17" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=17"> MERCHANDISING 17 ” desktop site, no-</a> <a title="Internet Retailing - Omnichannel page 18" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=18"> </a> <a title="Internet Retailing - Omnichannel page 19" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=19"> CROSS-CHANNEL EXPERIENCE 19 LIVING UP TO EXPE</a> <a title="Internet Retailing - Omnichannel page 20" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=20"> 20 CROSS-CHANNEL EXPERIENCE O ne only</a> <a title="Internet Retailing - Omnichannel page 21" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=21"> CROSS-CHANNEL EXPERIENCE 21 sorts of</a> <a title="Internet Retailing - Omnichannel page 22" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=22"> 22 LOGISTICS SAFE DELIVERY DELIVERY</a> <a title="Internet Retailing - Omnichannel page 23" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=23"> LOGISTICS 23 The search for conve</a> <a title="Internet Retailing - Omnichannel page 24" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=24"> 24 LOGISTICS HOME DELIVERY: ASOS MOVES T</a> <a title="Internet Retailing - Omnichannel page 25" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=25"> STRATEGY 25 ALL CHANGE FOR OMNICHANNEL FORWA</a> <a title="Internet Retailing - Omnichannel page 26" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=26"> 26 STRATEGY developing quickly, with </a> <a title="Internet Retailing - Omnichannel page 27" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=27"> STRATEGY 27 SPEAKING 36 per cent of those </a> <a title="Internet Retailing - Omnichannel page 28" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=28"> 28 IT & SYSTEMS TIME FOR A STRATEGIC OVER</a> <a title="Internet Retailing - Omnichannel page 29" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=29"> IT & SYSTEMS 29 </a> <a title="Internet Retailing - Omnichannel page 30" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=30"> 30 IT & SYSTEMS real idea of the cos</a> <a title="Internet Retailing - Omnichannel page 31" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=31"> CONCLUSION 31 L et's be honest, omnic</a> <a title="Internet Retailing - Omnichannel page 32" href="http://viewer.zmags.co.uk/publication/fccab7ee?page=32"> </a>