WHY SHOWROOMING/ON-LINE SHOPPING? On-line shopping offers: – great selection of products in virtually all merchandise categories – usually cheaper prices – ability to compare prices to other competitors – convenience of shopping from home – usually no taxes or duties on purchased goods – access to product information and reviews HUME CONSULTING CORPORATION

HOW BIG IS ON-LINE SHOPPING? $20.8 billion will be spent on-line this year by Canadians (5.7% of total sales) Predicted to grow to $34 billion by 2016 (8% of total sales) How big will on-line retailing get? – In the US, on-line retailing is already at 8.4% of total sales and growing. – In the UK, on-line retailing represents >12% of total retail sales. Online retailing will account for 23% of retail spending in four years time. – Canadians spend more time on-line than any other country in the world! Cost of shipping to and within Canada which remains high HUME CONSULTING CORPORATION

BIGGER IMPACT IN VANCOUVER? Showrooming/on-line shopping is more significant in Vancouver than Canada wide average: – close proximity to the U.S. Border/multiple border crossings – shipping is free or cheap within US – no taxes on purchased goods – duties seldom collected at Border – multiple postal outlets serving Vancouverites HUME CONSULTING CORPORATION

SOCIAL MEDIA TOO! Influence of smart phones and social media is adding to the impact on bricks and mortar retailing On-line presence is key but tapping in to social media also critical Millennials use social media for product info, reviews, and purchases Older generations also using embracing social media Pinterest, Facebook, Twitter, Google+ HUME CONSULTING corporation

STRATEGIES Create on-line presence for customers Think multi-channel; computer terminals in- store Offer price matching (if possible) Offer in-store or pickup or delivery Engage the 5 senses when in-store Provide product expertise (sales staff or on-line) Offer unique, exclusive or customized merchandise Recognize loyal customers Offer “value-added” service after purchase HUME CONSULTING CORPORATION