Unraveling technology speak October 2012 Steve Hallam Partner, Deloitte Digital

What is hype versus real enabling capability that can be harnessed today?

Deloitte Digital. © From ‘Industrial’ to ‘Digital’ to ‘Post digital’ Organization Channel Market approach Customer type Market condition Industrial Specialization Process-focused Single channel Plan based replenishment Un-informed Homogenous Brand and supply driven Digital Functional model IT-focused Multi-channel Transaction based replenishment Informed Segmented Brand and customer access driven Post digital Interdisciplinary Collaboration-focused Omni-channel Intention based replenishment Connected Personalized Customer and social network driven

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© 2011 Deloitte Touche Tohmatsu 6 The store of the future… Point of Sale Connectivity Staffing Model Talent Development Multiple Shopping Channels Footprint Product Information Retailers Differentiation Bricks & Mortar role Store 1.0 Store 2.0 Store 3.0 Early 20 th Century Cash register Pony Express Shopkeeper & family Who has time to develop talent? What’s a channel? Size 10 ½ Read the label Location The only option Late 20 th Century Handheld line busting support T1 backbone & wifi support Staff to support workload Hire, hope to retain, hire again Multichannel Bigger is better! Online research Product & Service Competitor to online channel Early 21 st Century Mobile POS Whole floor is the POS Store is web enabled with wifi 4g connectivity, cloud apps Staff to support customer experience Engage, train, develop & promote Omni-channel In-store fulfillment of online On demand Personalised Customised & aggregated Pull rather than push Customer Experience Critical to brand fulfilment Integrated to other channels

Deloitte Digital. © eCommerce: Hype or real? Critical Mass Product search User Experience Social presence On The Verge Mobile shopping Marketplace offering Personalisation Crowd sourcing The Next Wave Social engagement Actionable analytics Fan sourcing Consumerisation of B2B Next Wave On The Verge Critical Mass

Deloitte Digital. © Omni-channel: Hype or real? Demonstrated Winners Cross-channel inventory visibility Cross-channel order fulfilment Emerging Stars Mobile equipped store associates Companion apps Digital content linked to store inventory Mobile POS Clienteling The Rookies Store as a showroom Geo-fencing Social media analytics The end of money The Rookies Emerging Stars Demonstrated Winners

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10 Thanks Any questions? Steve Hallam Partner Phone: Mobile:

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