Security breach

February - March 2013
FIRST CHOICE FOR TECHNOLOGY PURCHASERS IN MULTI-CHANNEL RETAIL
Security breach
Payment security in-store has come a long
way, but retailers shouldn’t be complacent.
Retail Systems explores how you can protect
your company against data breaches
www.retail-systems.com
Retail Business Technology Expo (RBTE) preview • Appointments • Payments supplement
• Internationalisation feature • NRF’s Big Show review

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with an exclusive, innovative
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12th-13th 19-21.02.2013
March 2013
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RS
Editor
Karen Moss
karen.moss@retail-systems.com
Contributing writErs
David Adams, Glynn Davis, Wayne
Tuckfield, Ellie Robinson and Liz
Morrell
dEsign & produCtion
Jason Tucker
AdvErtising
Lisa Gayle
lisa.gayle@retail-systems.com
subsCriptions
Joel Whitefoot
joel.whitefoot@retail-systems.com
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contents
Cover Story
28 Security breach
E-commerce has meant the rise of card not present (CNP) fraud. But do in-store security breaches still happen and
what can retailers do to protect themselves? Dave Adams investigates
Features
Supplement
Also in
this issue
February - March 2013
FIRST FIRST CHOICE CHOICE FOR FOR TECHNOLOGY PURCHASERS PURCHASERS IN IN MULTI-CHANNEL RETAIL RETAIL
Security breach
Payment security in-store has come a long
way, but retailers shouldn’t be complacent.
Retail Systems explores how you can protect
your company against data breaches
www.retail-systems.com
Retail Business Technology Expo (RBTE) preview • Appointments • Payments supplement
• Internationalisation feature• NRF’s Big Show review
cover.indd 2 2/26/2013 3:25:41 PM
13 On WITH THE SHOW
Karen Moss takes a look at what’s in store for the retail industry at this year’s Retail
Business Technology Expo (RBTE). Earl’s Court 2 Tuesday 12 and Wednesday 13 March
33 LOOkIng fOrWard
Karen Moss reports there was an air of optimism for 2013 among attendees at the
National Retailing Federation’s Big Show in New York, 13-16 January
44 nEW HIOrIZOnS
There isn’t a prescribed formula for taking your business overseas. Here, Glynn Davis
takes a look at the profits and pitfalls of internationalisation
22 WE HavE cOnTacT
Contactless payments have become more prevalent in the last year with several high
profile roll-outs. Liz Morrell asks; are we really ready for cashless shopping?
24 WHaT’S In yOur WaLLET?
For retailers mobile has long been the means of bridging the gap between the online and
offline worlds. Now with the introduction of e-wallets, mobile is facilitating multi-channel
payments too. Wayne Tuckfield writes
26 WEIgHIng THE OpTIOnS
When retailers expand overseas they need to think about local payment options, but
their stores in the UK need to offer alternative ways to pay for foreign visitors too. Ellie
Robinson asks; is there enough choice?
06 Comment
08 Supply chain news
11 Diary
18 Cards & Payments Solutions
39 Thoughts from the frontline
42 Book reviews
43 At a glance
48 Letters to the Editor
50 Appointments
59 Retail worlds
February - March 2013 RS 03

RS
04 RS February - March 2013
comment editor’s letter
It’s not just online
retailers and instant
digital content affecting
the High
Street. Consumers
‘showrooming’ and
archaic rent practices
share the blame.
Karen Moss is Editor of Retail Systems. Her
blog on all things retail tech-related can be
found at: http://retail-systems.blogspot.
co.uk. She can be contacted at: karen.
moss@retail-systems.com
A rocky start
This year has already seen the demise of HMV, Blockbuster
and Jessops. What can be done to stop the rot?
So far the year 2013 hasn’t been particularly
kind to the retail industry. We saw
the closure of big High Street names like
HMV, Blockbuster and Jessops. All seemingly
fell to the ongoing march of digital content –
streaming films and TV, downloadable music,
digital cameras.
What chance did these retailers have against
such a formidable competitor? After all, what
consumer these days would take the time to
browse HMV and buy an album for £14.99 when
they can download the individual songs they like
for 99p each – or even for free, if, like millions
of others they aren’t very observant of piracy
laws. Then there are services like Spotify that
are replacing the need to even download music.
Users can subscribe and compile playlists from
Spotify’s extensive song library instead.
Lovefilm and Netflix have impacted businesses
like Blockbuster and HMV by offering
instant gratification when it comes to watching
movies and TV shows. While websites like
Amazon and Play.com undercut High Street
retailers on price, claiming those consumers
who still buy CDs and DVDs.
Of course it’s not just the popularity of
online retailers affecting the High Street.
The fact is consumers are spending less and
‘show-rooming’ more. But what about retailers’
quarterly rent bill? Surely this is the silent killer,
or more like the final nail in the coffin, for some
of the retailers we have seen collapse into
administration over the last few years.
The fact of the matter is, having retailers
pay three months’ rent in advance causes
serious cashflow issues and, in some cases,
deters retailers from expanding their store
estates. And for our HIgh Streets it means more
boarded-up shops, more vacant premises, more
eyesores. Isn’t it about time retailers were cut a
little slack and archaic practices overhauled?
I’m aware that, unfortunately, it didn’t work
for Clinton Cards last year when their 800
stores were moved to a monthly rent model.
But was that a case of too little too late? Could
other retailers perhaps benefit from greater
public awareness around this issue?
Luckily there is still some optimism among
multi-channel retailers and technology vendors
alike. On page 33 you can read my review of this
year’s National Retailing Federation’s (NRF) Big
Show. I found most exhibitors had an upbeat
attitude about 2013, despite the dismal start
to the year. Most believe that the retailers who
want to stay on top – or even those who are
just trying to stay afloat – need new technologies
to meet their goals.
With the importance of technology in the retail
sector in mind Retail Systems is pleased to
announce that our inaugural Payments Awards
are now open for nominations.
The awards recognise cards and payments
excellence and technology innovation within the
UK and EMEA. Entries are invited from financial
institutions, retailers, telcos, issuers, acquirers,
technology vendors and various payments
providers. It’s free to enter and you can put
your organisation forward in as many as
categories as you wish.
The Payments Awards Gala Dinner and Ceremony
will be held at Millennium Hotel Mayfair,
London on 14 November 2013. The night will
begin with a champagne reception, followed by
a three course dinner, an Awards ceremony –
hosted by a celebrity compere – and an after
show party with dancing and a fun casino
until late.
Sister titles FStech and Retail Systems have
joined forces to deliver what we believe is
a unique event. Entries will be judged by an
independent panel, including: Simon Burrows,
director, PwC; Roy Ford, IT controller, SPAR; Alex
Kwiatkowski, research manager EMEA banking,
IDC Financial Insights; Paul Rodgers, chairman,
Vendorcom; Mark McMurtrie, director,
Payments Consultancy Limited; Neira Jones,
senior VP, cybercrime at Centre for Strategic
Cyberspace and Security Science and head of
payment security, Barclaycard and Andrew
Johnson, chairman of the UK Gift Card and
Voucher Association (UKGCVA).
The panel will be chaired by Scott Thompson,
editor of FStech and myself. Good luck to all
the entrants.

NEC Display Solutions Showcase 2013
INTELLIGENT RETAIL SIGNAGE
AT THE NEC SOLUTIONS SHOWCASE
Today’s high streets and shopping malls are abundant with
digital signage. NEC recognises that making your in-store
signage stand out and provide instant benefits to your business
is increasingly challenging and has developed new solutions that
help you not only create outstanding impact but to analyse visitor
characteristics and behaviour to effectively target your content.
AUDIENCE ANALYSIS IS FUNDAMENTAL
For the retailer, it is crucial to attract and
satisfy consumer expectation, but it is even
more important to display the most relevant
content according to the time of day and
audience profile. Retailers must get smarter
with digital signage, embracing sensor-driven
techniques to identify, measure and target their
audience with intelligent retail signage, whilst
exploiting additional revenue streams through
advertising.
RETAIL SIGNAGE SOLUTIONS SHOWCASE
Dedicated to application excellence, the NEC
Solutions Showcase addresses the need to be
ever more relevant and responsive to audiences.
Demonstrating NEC’s own Measurement and
Sensor Solutions and in collaboration with
our Solutions Partners, the Showcase offers a
unique opportunity to discover ‘best in class’
technology that represents the future for
Retail Display Solutions. Experience interactive
signage utilising Gesture Technology,
Augmented Reality and Multi-Touch solutions.
See how Biometric techniques for Facial
Recognition and Demographic Measurement
deliver powerful intelligent signage.
Realise significant additional revenue through
NEC’s VUKUNET ad serving platform, set to
bring massive new revenue opportunities to
even the smallest stores. Retailers with just
a single display can rent out display time to
a network of media agencies via the simple
VUKUNET online platform.
Innovative power saving panel technology is
showcased in vast LED backlit videowalls,
totem solutions and recessed enclosures to
maximise premium retail space.
The 2013 NEC Solutions Showcase takes place
at Tobacco Dock, East London on Thursday
16th May, delivering a truly beneficial
experience for decision makers within the retail
signage environment.
For more information and to register on-line,
visit www.showcase-nec.com

RS
comment
Mobile payments uptake
has stuttered because
of technology and user
perception. But with the
right innovation, these
issues can be laid to rest.
Here are five trends I
predict this year...
As CTO, Damon Petta oversees all aspects
of the organisation’s technology. His
responsibilities include providing vision and
direction for Skrill’s global platform development
teams, mobile/web experience,
and the core infrastructure.
06 RS February - March 2013
Mobile trends
Damon Petta, CTO of Skrill, believes 2013 will be the breakthrough
year for mobile payments
As smartphone ownership in the UK
has just tipped over the 50 per cent
mark, and is predicted to see continued
rapid growth, I believe 2013 will (finally) be
the breakthrough year for mobile payments.
However, the path is still beset with obstacles
and unresolved questions. We have already seen
uptake stutter because of technology and user
perception. But with the right innovation, these
issues can be laid to rest. Here are five trends
I think we’ll see this year that point to a bright
future for mobile payments.
There are many organisations taking
action to encourage customers to carry out
electronic payments away from the internet
and in physical locations, with various start-ups
currently working within the low and middle
end of the market such as Square and iZettle.
We have already witnessed payment provider
Elavon embarking on a slightly different route
to market by pushing itsdevice throughbanking
channels rather than card providers.
However, it’s more likely that a big tech
player will crack the mass market – the likes
of Apple or a Google – rather than a payment
start-up or one of the mobile networks. The
huge market share in handsets that these
companies haveis an essential requirement to
reach the tipping point of mass adoption. There
aresolutions such as Apple’s Passbook and
Google Wallet already available for consumers,
so this year it could wellbe a case of how these
solutions reach points of sale. This is likely
to involve a partnership venture, but mass
infrastructure will be vital.
Regardless of who enables it, the big
challenge is how the gap between bricks and
mortar and your mobile device is closed.
Looking back to the launch of the Apple
iPhone 5 last year, many have said that if the
handset had been shipped with near field
communication (NFC) then perhaps that would
have given the technology the push it needed
to bridge this gap. But ignoring the whys and
wherefores of the move by Apple, it suggests
that the logical solution to mobile payments
being usable at real locations is not going to be
hardware-related, due to this fragmentation of
the handset market.
It therefore makes more sense to look to
software solutions. With technology like 3D bar
codes, the potential user base is much broader
than the owners of the handful of devices that
are going to carry NFC technology. If this is to
be integrated with apps and PoS technology, we
may start to see a roll-out occur. A huge trend
I also expect to take force is mobile loyalty
schemes, involving the collection of reward
points through mobile apps. Retailers will still
require some element of hardware in-store to
issue points, not to mention integration with
any legacy back-end systems. As a result, this is
again likely to require a big player with existing
technology to push it through, like one of the
networks – Vodafone orTelefonica. The other
good news is that, like mobile payments, the
use of this type of loyalty scheme will mean
fewer cards in your wallet.
This year I predict an increase in payment
solution providers implementing ‘agile software
development’, the rapid delivery of high quality
software and a specific business approach that
aligns development with customer needs and
goals. It means using newer web languages to
build light, easily adaptable payments solutions
that fit easily into retailers’ systems and can be
changed to suit their customer’s needs.
One in three people in the UK already use the
High Street to window-shop. I expect 2013 to
see this figure accelerate as shoppers use their
mobiles to locate products and compare prices.
However, I believe we’ll witness a vast amount
of consumers utilising mobiles to carry out
transactions, seeing the current figure of seven
per cent grow above 10 per cent. As people
look to remove cash and card transactions
we should expect to see them replaced with
online and mobile payments, for added speed
and convenience.There’s a huge opportunity
here for retailers to bring offline and online
together when it comes to payment. With an
e-commerce strategy that’s ready for mobile
and the right kind of signage in-store, retailers
can really take advantage of show-rooming.

Point of sale is dead. Long
live ‘Proximity Commerce’!
Point of sale is dead, long live Proximity Commerce!
A thought provoking comment that will for sure be
looked on with some disbelief from elements of the
IT retail community; my prediction is that PoS as we know
it has no future and that within the next five years we will
see point of sale systems and traditional in-store payment
facilities be replaced with web based ordering and mobile
payments. The Commerce platform will sit at the centre
of this in-store retailing evolution largely because it is the
most appropriate system interface to take orders, service
customers, take cross channel payments and provide a
seamless, super rich browsing and buying experience. At
Reply we call this Proximity Commerce.
If any of you are in doubt of where we are heading just
take a look at the Apple Store, they have pioneered this
concept and despite large numbers of people contained
in relatively small spaces the customer experience is as
good as it can be on a Saturday afternoon when every
man, woman and child on the planet crowds together
to experience and purchase the latest iGadget. There
are two key driving forces behind this change, firstly the
pervasiveness of the e-commerce platform, particularly
leading platforms such as hybris whose vision is for
their interface to be used across every customer-facing
channel, underpinned by a single view of product, stock
and the customer. Due to the need for masses of complex
integration, costly and inefficient store retail systems will
become a feature of the past; they have no place in the store
of the future. The second driving force is mobile payment,
while still in its infancy here in the UK, abroad mobile
payments are gaining ground and are a common feature of
in-store retailing. We must understand that the nature
of retailing is changing; that consumers demand
more sophisticated services and demand them on
their own terms, whenever and wherever they are.
The next key battle ground for commerce
platform vendors will be in-store retailing. Many
already recognise this and are developing
solutions that will enable their customers to
replace traditional point of sale and legacy
store systems. However retailers decide to
solve the in-store internet retailing conundrum,
whether through deeper integration of their
advertorial
existing store systems and digital channels or through the
wider application of their digital and e-commerce trading
platform in-store, one thing is for sure; a well defined
business architecture that genuinely supports multi-channel
retailing is required FIRST. All too often we see significant
technology investments both in-store and on the digital side
yet the business architecture has not been well thought
through enough leaving customer, product and stock views
widely dispersed between various systems. Clearly I’m
stating the obvious but we are surprised that the technology
strategy and investment is made before the business
architecture is defined and in my view this is a costly and
painful mistake.
We are entering a brave new world in retail technology
and the rate of change is going to increase over the next
five to 10 years. Just a few years ago mobile was not
considered a sales channel yet today many retailers are
seeing well over half their traffic from mobile and tablet
devices and 30-40 per cent of sales; in some case much
higher. The retailers that best prepare for this change and
invest in innovation, particularly with in-store internet
retailing technology, are going to be the major beneficiaries.
Finally it is also a great opportunity to upgrade the legacy
IT estate with a more modern business and technology
architecture that will support customer demand in a 21st
century retail environment. We should embrace this change
albeit with care.
Mark Adams is partner at Portaltech Reply, a world
leader in e-commerce implementation and multi-channel
integration.
RS

RS
IN BRIEF
Supply chain news
Scalable Solution
The Jacques Vert Group decided to
expand the Merret supply chain system
already implemented at Jacques Vert
across the entire group. The womenswear
retailer recently merged with the
Irisa womenswear group, Alexon, almost
doubling the size of the business from
1,000 stores to 1,900.
convenient delivery
UPS announced the launch of UPS Access
PointTM in the UK, a convenient alternative
to home delivery. With Access Point,
UK consumers purchasing goods over the
internet can choose delivery and returns
locations such as convenience stores,
petrol stations and newsagents.
better availability
Aldata, now part of Symphony EYC,
announced that Midlands Co-operative
has extended its investment to optimise
its product assortment and retail space
for each of its 192 food stores. Midlands
Co-operative will be able to ensure store
layouts and inventory meet the demands
of local shoppers.
GoinG international
River Island and Rocks TV were among the
first retailers to sign-up for a new international
home delivery service. DPD Direct
is a dedicated business-to-consumer
home delivery service aimed at reducing
the cost and hassle of international home
deliveries. DPD Direct simplifies customs
and duty issues for retailers, provides
a full tracking and returns service and
generates in-country notifications for
recipients, in their own language.
SupportinG Growth
Kohl’s Department Stores, the valueoriented
speciality department store,
has selected Oracle Retail Merchandising,
Planning and Supply Chain solutions. Oracle
solutions will help Kohl’s by providing
an integrated, scalable retail suite of
applications to streamline merchandising
and planning while enabling its multichannel
growth strategy.
08 RS February - March 2013
Delivering quality
Karen Moss brings you the highlights from the MetaPack delivery
conference, including comments from Sir Terry Leahy
The MetaPack Delivery Conference on 7
February saw industry heavyweights like
Sir Terry Leahy and ASOS’s Nick
Robertson come together to talk about the
supply chain issues facing the retailers. Now in
its fourth year, the conference saw its
attendance double along with an increase to 40
speakers and 32 exhibitors. The event relocated
to the Business Design Centre to accommodate
the greater number of visitors and exhibitors.
Delivery is now definitely a strategic issue
and the conference focused on helping retailers
rise to the challenge of providing a true
and fully multi-channel consumer experience –
‘omni-channel’ – where orders can be serviced
from anywhere to anywhere, from anyone to
anyone, first time, every time with full visibility
to all. Justin Cox, general manager carriers,
John Lewis, drove home the importance of focusing
on this in his presentation saying: “Omnichannel
customers spend three times more.”
Paul Menzies the multi-channel operations
manager from JD sports has attended the
conference from the start and explained why:
“We always find it a useful insight into what the
carriers are looking to do in the next year... it’s
good for post beak analysis as well, and just
catching up generally with what current trends
are.” He’s not the only retailer who returns
year after year, Tom Ramshaw the operations
manager at Ironmongery Direct explained: “We
came last year, and again, a great networking
opportunity, good to see all the different
services and carriers in one place, a real good
comparison.”
For the carrier and logistics industry The
Delivery Conference is ‘definitely becoming one
of the highlights of the year’ as Dave Field COO
of Nightline affirms. Many use it as a platform
to launch new products and release the latest
industry statistics. This year saw DPD, UPS
and InPost with product announcements and
predictions of the total e-commerce volumes
to increase by nearly 70 per cent between now
and 2017 came from Andrew Starkey, head of
e-logistics for IMRG. Starkey welcomes this type
of event and said: “It is without question the
very best of its kind and the overall quality of
presentation, data, insight and interaction was
of the highest order.”
While e-commerce companies are starting
to understand the importance of joining forces
with the carrier market with more taking exhibition
stands than in previous years. As Michael
Adesina, e-commerce consultant at Channel
Advisor explains: “Delivery is important because
it’s a crucial aspect to fulfilling our online sales,
without having multiple delivery options, you’re
going to be left behind versus the competition.”
Alternative despatch, delivery and return
points gained more coverage this year. Starkey
predicted a growth rate of 40 per cent year-onyear
for Click & Collect at least over the next
two to three years. While carriers are realising
the convenience of store pick-up with the
Hermes ParcelShop network expected to grow
to 3,000 stores (1,000 currently) and the UPS/
Kiala expansion set to provide 4,000 stores (up
from the 500 they currently have).
The conference closed with an informative
panel discussion by Robert Willet, chairman,
MetaPack, Sir Terry Leahy, Nick Robertson, CEO,
ASOS.com, Clare Gilmartin, VP marketplaces Europe,
eBay, Dwain McDonald, CEO, DPD, Carole
Woodhead, CEO, Hermes, Martin White, supply
chain director, Primark and Roger Morris, Head
of Core Network Parcels at Royal Mail.
Sir Terry said: “I’m often asked if there is
anything I regret not doing while I was CEO of
TEsco. Well, I started the Tesco e-commerce
business in the 90s and I would say that one
of my regrets was not dedicating enough time
to e-commerce. At the time we guessed that
e-commerce would become 10 per cent of
our sales but we really had no idea the impact
it would have on the retail industry. Sales are
booming online but profitability is not, there
needs to be revolution in e-commerce and
suplly chain, especially delivery is a big part of
that. I believe retailers will have to charge for
delivery, after all nothing in life is free.”

In today’s fast-moving world, flexibility and versatility
are key. At the centre of this is connectivity. Being able
to connect wherever and whenever is essential in an
increasingly mobile world. Printer manufacturers which
can offer connectivity at all levels enable point-of-sale
environments to take advantage of more flexible PoS
printing solutions and, in turn, offer customers more
efficient and personalised levels of service. This may
encompass enabling customers to make a payment
anywhere within the store to offering the customer a
complete personalised shopping experience.
Customer interaction and customer engagement
are central to enhancing the customer experience and
making it more personalised. Responding to this, the most
exciting development today in PoI/PoS technology is the
AsuraCPRNT from Star Micronics which combines Star’s
expertise in printing with peripheral management.
The AsuraCPRNT is an interactive communication
platform incorporating an ARM A8 Cortex processor, receipt,
ticket and coupon printer and a seven inch touch screen
display. This solution can be used as a standalone terminal
or as a thin client server within a retailer’s infrastructure to
run product advertising, retail merchandising, point-of-sale
promotions and many more
applications for retail and
other industries.
The solution has been
optimised to support the
connection of external
HID peripherals such as a
biometric scanner, WiFi,
camera and many others, as
well as a 3G/4G dongle. At
its heart is the powerful ARM
processor that manages the
seven inch touch screen and
80mm printer. Featuring an
internal speaker/microphone,
the AsuraCPRNT is available
with optional integrated MSR,
Barcode and NFC readers.
advertorial
REACH OUT AND TOUCH THE FUTURE
- HOW TO CONNECT, COMMUNICATE
AND CLOSE THE CUSTOMER
The AsuraCPRNT’s computing power offers the capability
to display and deliver audio-visual messages on its own
screen as well as external digital signage. The solution also
has the ability to drive applications and web content to other
digital devices such as customers’ smartphones, merchant
tablets and store kiosks.
Retailers can apply this solution to any application
required given that it can be used as a standalone terminal
or integrated into any infrastructure. Its versatility is
highlighted by the fact that it can run different functions at
the same time, for example providing a customer interactive
terminal while running a series of plasmas. The beauty of
this solution is that the range of applications is endless from
allowing customers to check sizes/stock of a particular item
to providing queue management and loyalty systems, to
name a few.
This is the most exciting development in point-ofinteraction/point-of-sale
technology. Given its wide range of
applications and versatility coupled with unique cutting edge
technology the AsuraCPRNT is the future today for retail.
• Visit Star Micronics Stand 310 at this year’s Retail
Business Technology Expo, Earl’s Court,12-13 March
RS

Omni-retailing 2013
5 March
LonDon
www.brcoMnichanneL.coM
FOCUS
omni-retailing 2013, with a re-focused,
fresh agenda and dynamic speaker line-up,
is a must-attend forum for all retailers
involved in this continuously evolving,
consumer-led environment. The quality of
omni-retailing is well demonstrated by 100
per cent of feedback responders in 2012
saying they would recommend the event to
their colleagues.
This year speakers include: Martin white,
supply chain director, Primark; David worby,
ceo, My-wardrobe.com; ajaz ahmed, cofounder
and chairman, aKQa; ian crook,
online marketing director, Tesco; Karen
Dracou, head of omni-channel development,
John Lewis; Peter Fitzgerald, country
sales director, Google; clare Gilmartin,
VP marketplaces, ebay europe; andrew
harrison, ceo, carphone warehouse; Luke
Jenson, group development director,
Sainsbury’s; Paul Kendrick, marketing
director, n-brown and hash Ladha, deputy
managing director, oasis.
also speaking are: richard Longhurst,
director and owner, Lovehoney; Dharmash
Mistry, non-executive director, hargreaves
Lansdown, Dixons retail; robin Phillips
e-commerce director, waitrose; neal
Slateford, director and owner, Lovehoney;
David Soskin, chairman, Smart Traffic; John
walden, managing director, argos and
Laura wade-Gery, executive director multichannel,
e-commerce, Marks & Spencer.
The british retail consortium’s omniretailing
conference will take place
on Tuesday 5 March 2013, inmarsat
conference centre, London, 9am - 5pm.
To book a place or if you would like to
check your membership status please email
events@brc.org.uk
5
13-14
Retail Week Live 2013
Location: London
contact: retail week
Tel: 020 3033 2777
4
March
Omni-Retailing 2013
Location: London
contact: brc
Tel: 0207 854 8971
12-13
Retail Business Tech Expo
Location: earl’s court 2, London
contact: Legend exhibitions
Tel: 020 8874 2728
April
Comply with Carbon Reduction
Location: Stratford-Upon-avon
contact: Valpak
Tel: 08450 682 572
10
IMRG Retailer’s Roundtable
Location: London
contact: iMrG
email: events@imrg.org
10
Payments in Hospitality
Location: London
contact: Vendorcom
Tel: 07793 553150
diary
18-21
Microsoft Dynamics 2013
Location: new orleans
contact: Microsoft
email: mbs-evnt@microsoft.com
19-21
World Retail Congress
Location: Singapore
contact: i2i exhibitions
Tel: 020 3033 2233
TBC
Cloud Technology Roundtable
Location: London
contact: retail Systems
Tel: 0207 562 2401
17
FStech Awards Ceremony
Location: Lancaster hotel, London
contact: FStech
Tel: 0207 562 2401
18
Retail Fraud 2013
Location: novotel west, London
contact: retail Fraud
Tel: 0207 100 3999
TBC
Social Media Roundtable
Location: London
contact: retail Systems
Tel: 0207 562 2401
RS
February - March 2013 RS 11

Visit us
at RBTE 2013
12th-13th March
Earls Court, London
Stand 420
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On with the show
Karen Moss takes a look at what’s in
store for the retail industry at this
year’s Retail Business Technology
Expo (RBTE). The event will take place
at Earl’s Court 2 on Tuesday 12 and
Wednesday 13 March
Whether you want to find out about the latest innovations
in retail technology, learn from industry experts
and leading retailers in the show’s many seminars or
enjoy a glass of champagne at the end of the day in the Wipro
VIP room, there’s plenty to see and do at this year’s Retail Business
Technology Expo (RBTE).
RBTE will have over 200 free independent conference sessions
and bite sized industry presentations covering all the
hot topics such as NFC, Big Data, payments, bricks & clicks,
integration, mobile, digital wallets, multi-channel and internationalisation.
The sessions are selected to ensure that the content
appeals to a broad range of job functions, so that there really is
something for everyone including:
Big Data, Predictive Analytics, and the Bottom Line – Dennis
Klein, VP of loss prevention, Abercrombie & Fitch and Guy Yehiav,
Profitect. In-Store Insights Enable Strategy to Target Browsers,
Not Just Buyers – Tim Johnson, senior technical director, AT&T
and Kevin Blackmore, Lighthaus.
Monsoon: Even Our Best Customers Need a Nudge Sometimes!
– Bilal Adham, online acquisition manager, Monsoon and
Chris Sheen, SaleCycle. The Entertainer & Shutl: A Toy Story –
Duncan Grant, director of multi-channel, The Entertainer and
Tom Allason, Shutl.
Mobility as a Service – João Gunther Amaral, head of innovation,
Sonae Continente, Paulo Espregueira Magalhães,
Tlantic and Francis Davis, X2 Computing Limited. The Role of
Social Media and the ROI this can Bring a Retail Brand – Adam
Stewart, marketing director, Rakuten’s Play.com and Richard
Jones, engage services. Breaking Down Borders; How to Expand
Internationally – Jon Lane, head of e-commerce, Surfdome and
Seamus Whittington, ChannelAdvisor
Best Practice in Card and Payments: the stories behind the
winners of The Card & Payments Awards 2013 – Martin Fielding,
CEO, The Card & Payments Awards. The Omni-channel customer
and the new reality – Morris Pentel, chairman, Customer Experi-
RBTE preview
ence Foundation. The Untapped Potential of Foot Traffic Data
and Conversion: a Multiplying Effect on Revenue Growth – Sarah
Hawes, senior strategic merchandising manager, Godiva and
Todd Starcevich, ShopperTrak.
Service Stability and Business Continuity for your Connectivity
is More Important Than Broadband Speed – Mark
Ward, ICT service delivery and project manager, Anglia Regional
Co-Operative and David Bongard, Europacom.net Ltd. Is Your
Supply Chain Set Up For Global Expansion? – Craig Sears-Black,
managing director, Manhattan Associates.
Pushing Boundaries When Implementing Global Workforce
Management Solutions – Jimmy Feely, international operations
development director, Tesco and John Bailey, RedPrarie. Who’s
Spending the IT Budget Now and What On? – Brian Hume, managing
director, Martec International. Fresh Food Retail: How To
Maintain Profitability Through Technology – Jonathan Key, fresh
item management coordinator, Brookshire Grocery Company
and Steve Loveridge, Applied Data Corporation.
Making The Most of Multi-channel – Bringing The Web In Store
– Sean Curtis, head of business marketing and brand partnerships,
Land Securities and Alison Dodd, The Cloud. The A-Z
Roadmap to Full Multi-channel Integration – Helen Slaven, senior
vice president, retail, Micros. Adapting Retail Technology to the
World of Digital Mobility – Björn Weber, research director, retail
technology, Planet Retail.
Also Available on the High Street... The Expectations of the
Digital Consumer – Andrew McClelland, managing director, IMRG.
BT for Retail – connecting retail to a better future. BT Global
Services panel session – Chair – Jim Spittle, FCILT. Interacting
with the Mobile Consumer – it’s so much more than card
payments - Nick Rudd, head of loyalty services, Weve and Jon
Worley, director of business development – customer interaction,
The Logic Group.
True Retail Business Apps – the productivity booster in the
hands of operations and shop staff – Simon Kerry, CIO, Charles
Tyrwhitt Shirts and Yousaf Shah, managing director, DataTherapy
Ltd.
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February - March 2013 RS 13

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Marketing: Smart Personalisation for increased revenue...
Adam Pikett, CEO, Sports Pursuit and Katie Latham, managing
director, Blue Bridge Solutions. The Role of RFID in the Store of
the Future – Simon Harrison, head of GM operations, Marks &
Spencer and James Stafford, market development manager,
Avery Dennison.
There are two Pecha Kucha Theatres offering short seminars
on all the key industry issues. Pecha Kucha 20x20 is a simple
presentation format where just 20 images are show, each for
20 seconds so each one lasts just six minutes and 40 seconds!
If you want a clear and simple overview with no waffle – Pecha
Kucha is the place for you!
The broad range of topics will range from Big Data to an
overview of the latest mobile solutions for retailers and will
include: Fresh Food Grocery Retailing: Sales Up and Shrink Down;
Home Delivery – Improve Customer Service and your bottom
line (profitability); Take Care of your Customers or Someone Else
Will: Strategies for Leveraging Your Supply Chain to Improve
Customer Service; How Mobile PoS can create a better customer
experience in-store; Shades of E-commerce: 25 proven ways to
improve your online sales; Making mobile work for in-store retail;
Who cares about protecting retailers from cybercrime and payment
fraud?
Warehouse management and order processing for Ecommerce:
objectives, ideas and gotchas; NFC: The Customer
Experience; 2013 – The Year of the Locker, the Year of Huge
Opportunity amd How advances in workforce management
technology can meet the retail sector’s business challenges.
Also at this year’s Retail Business Technology Expo, BT will
be concentrating on the retail supply chain and looking at how
retailers need to evolve their supply chain operations to meet
the challenges of omni-channel retailing.
The company will launch a brand new exclusive report,
Retailtopia2, produced by a panel of respected figures spanning
supply chain, logistics, consumer packaged goods manufacturing
and retailing. The panel will be chaired by supply chain industry
figure Jim Spittle, FCILT.
The panel includes: Tom Barry, Managing Partner, H&B Europe;
Dean Wyatt, VP Business Development for Retail, DHL Supply
Chain; Prof Alan Braithwaite, CEO, LCPS; Milton Guffogg, COO,
GE Capital; Chris Poole, Group Customer Director, Diageo; Neil
Ashworth, Chief Executive CollectPlus, ex Supply Chain Director,
Tesco.com and Woolworths; David Wild, ex-CEO of Halfords,
ex-president of Walmart Germany, former supply chain director
at Tesco, non-exec director at Premier Foods; Marcus Hickman,
Director, Davies Hickman Partners LTD; Gary Sharp, Vice President,
UK Business Development, Retail Services & Supply Chain,
BT Global Services and Josh Pert, CEO, BT Expedite & Fresca.
The Retailtopia panel will look at issues such as: How rising
consumer expectations of 24/7 access to channels and instant
information on stock availability place increasing pressures on
retailers’ supply chains, that data and intelligence need to be
shared across all parties in a retailer’s supply chain to ensure
consumer expectations of availability are met and the steps
retailers need to take – especially considering omni-channel
shopping and home delivery – to improve sustainability, which
remains a consumer expectation, despite the economic climate.
Exhibitors
This year’s RBTE also sees the largest list of exhibitors in the
event’s history. Retail Systems spoke to a number of technology
vendors to round up what’s going on around the expo.
Wavelink will be demonstrating its range of software solutions
which help deploy, managing and control retailers’ enterprise
mobility systems: Wavelink Speakeasy offers voice-driven data

collection that provides
speech-to-text and text-tospeech
picking and order
fulfillment without the need
to replace existing hardware.
Wavelink Velocity, a mobile
enterprise browser, delivers
web-based applications with
a consistent user experience
across multiple mobile
platforms, such as HTML 5
and iOS, to rugged mobile
devices.
Wavelink Avalanche, a mobile device management solution,
helps retailers manage and secure their wireless ecosystem by
streamlining and automating mobile devices and infrastructure
across the wireless LAN and WAN. And Wavelink Terminal Emulation
(TE) is the industry leading emulation client for accessing,
managing and maintaining connections to applications resident
on host applications. Wavelink TE is utilised on more than three
million devices worldwide including nine out of the top 10 largest
retailers.
After a Preview at EuroCIS in Germany in February, the AURES
Group will introduce sango – its new integrated EPoS terminal
– during RBTE. Designed and developed entirely by EPoS manufacturer
AURES, sango is a completely new concept of all-in-one
till management systems; one of its many unique features is to
completely free-up the space under the touch screen.
“Our latest EPoS combines purity in design and lightness, while
remaining impressively robust,” explains Patrick Cathala, AURES
Group CEO and founder. “The gamble of creating an integrated
system where the screen would be suspended, as if weightless,
was made possible by using high quality materials, cast
aluminium and polycarbonate.
“The final impression is one of a beautiful and contemporary
terminal, totally in line with current design; the free space
available under the screen is also a response to a number of our
customers, who require more room on the checkout desk …”.
One of the biggest challenges retailers face in today’s highly
competitive market is delivering outstanding customer service
which requires having the product a shopper wants, when they
want it, where they want it, and at the price they are willing to
pay. Today’s tech-savvy, increasingly less brand-loyal shopper
who uses multiple channels to create a shopping plan and
execute purchases is making it more difficult for retailers to
predict and plan for consumer behavior. Retailers need to solve
this complex problem while minimising capital tied up in inventory
and, at the same time, maximising revenues and margins.
Meeting this challenge requires changing internal planning and
execution processes and leveraging technology.
RBTE preview
For nearly two decades JustEnough (stand 662) has focused
on helping retailers, distributors and brand owners to meet
this customer service challenge. “At this year’s RBTE we will be
showcasing our demand-driven retail planning solutions and how
we are helping more than 500 of the world’s leading brands
including: Abercrombie & Fitch, Levi Strauss and Estee Lauder to
forecast customer demand; plan their assortments, allocations
and inventory; shape their demand and then execute on those
plans. Our merchandise financial planning, assortment planning,
price and markdown planning, promotion management, allocation
and replenishment solutions are available both OnSite and
OnCloud.”
Supply chain
Revionics at RBTE (Stand 360) offer end-to-end merchandise
optimisation solutions and work with leading retailers such as
City Farmers, Roundy’s, PacSun, ALCO, Cabela’s, Tractor Supply
Company, Family Dollar, eBags, Longo’s, Dick’s Sporting Goods,
Big Y, Food City, etc.
In the past several months, they have been recognised by
Deloitte as number 79 in the top 500 technology companies,
by Red Herring, as both a top 100 North American AND Global
technology company, and by JMP Securities as a Hot 100 Best
Privately Held Software Company. In addition, 31,000 retail locations
leverage their solutions worldwide.
Recently Revionics announced their partnership with Supply
Nexus, a leading Solutions Provider specialising in the design and
implementation of multi-channel distribution and supply chain
management solutions. This channel partnership will offer the
Spain and Portugal retail markets Revionics end-to-end merchandise
optimisation solutions. Revionics opened a new office in London,
UK and appointed Guillermo Rotstein, as vice president of
sales for Europe, the Middle-East and Africa (EMEA). In his new
role, Rotstein will be responsible for strategic sales and business
development efforts across the entire EMEA region.
At RBTE they will be showcasing: Social Commerce; Omnichannel
Promotion Offers; End-to-End Markdown Optimisation;
Base Price Planning
and Optimisation for the
Multi-channel retailer and
Optimised Assortment &
Space solutions.
Richard Olds, CEO, Vista
Support, says: “Three years
ago it was the tablet and
last year it was mobile. So,
as RTBE 2013 approaches,
what can we expect to see in
terms of technology innovation
for the coming year?
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February - Msrch 2013 RS 15

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If the recent NRF Expo is anything to go by, there will be few if
any standout solutions which grab the headlines and provide a
new focus for the retail industry in the coming months. If so,
will this be a disappointment, with suppliers seemingly struggling
for ideas?
Omni-channel
“This certainly doesn’t appear to be the case. Manufacturers
and software developers alike may have taken their foot off the
accelerator at the moment in the search for the next groundbreaking
technology. Yet in preferring to integrate existing
products and services supporting a true omni-channel experience,
they are responding to strong signals from their retail
customers.
“Retailers are watching every penny of IT spend and will not
be throwing out what they’ve got without a compelling reason.
At the same time, they are looking to bring together existing solutions,
converging back-office purchasing, supply and accounting
systems with potentially game-changing in-store technologies
to ensure these are deployed effectively.
“For some time, retailers have talked about creating a similar
user feel for their online and bricks and mortar offerings, with
varying degrees of success. The focus has now moved on to
one of convergence – integrating tablets with mobile payments
and mobile point of sale to create a seamless online, offline and
in-store experience for the customer.
“Recent lessons are clearly being learned. Two years ago,
retailers were excited by what intelligent devices could bring
to the in-store customer experience. However, the introduction
of mobile generally was delayed as retailers quickly realised
that simply linking mobile apps to the internet was not enough.
The challenge has not been in the shop but behind the shop,
ensuring that back-office systems around product purchasing,
accounting and supply are properly aligned with new mobile
devices at the point of customer contact.”
Eagle Eye (Stand 680 at RBTE) will be focused on how to
transform the way retailers and brands engage with their
customers for digital offers, vouchers and loyalty. As competition
in the retail industry reaches new heights in 2013, retailers,
marketers and brands need to be smarter than ever before
when it comes to differentiating themselves in the market in
order to acquire customers and encourage loyalty.
Eagle Eye’s issuance and redemption platform provides the
solution, allowing retailers to send uniquely coded offers, vouchers
and rewards to customers via e-mail, tablet or mobile, and
processes these securely in-store. So now rather than waiting
days for results, retailers can now access live data to monitor
campaign performance, allowing the kind of optimisation that
makes marketing budgets go further. The platform automatically
tracks every code, and reports real time data directly to
the campaign management portal so retailers can fine-tune
promotional activity for maximum return, whilst helping retailers
remove fraud and cut fulfilment costs.
Loyalty
Eagle Eye will be providing demonstrations in order to give retailers
a live, first-hand experience of how to set up campaigns
using the Eagle Eye portal, a point of sale redemption simulation
leading to live reporting results, as well as the single customer
view.
2013 means exciting times for Web Marketplace Solutions
(WMpS) as they embark on their first full year in partnership
with EPiServer and launch our new integrated multi-channel
commerce solution Redfish EPiServer. “This year is shaping up
to be an interesting and challenging time for retailers. Retailers
are now faced with a consumer driven revolution, which shows

no signs of slowing down. Most now have at least 25 per cent of
their traffic from mobile devices and we predict that by 2014
this figure will be in excess of 40 per cent following increased
iPad/mobile sales and greater broadband penetration.
“Eight-two per cent of shoppers refer to their social communities
before purchasing and Sky TV this spring will introduce
targeted advertising through Zeebox allowing interaction
through all these media. Retailers need rich, personalised, engaging
and relevant content across all media to keep pace with their
demanding consumers. Redfish EPiServer delivers client solutions
that create this brand experience responding directly to the
needs and requirements of the consumer. Redfish drives the 61
sites globally for Next. We can help retailers capture, engage and
retain more customers with powerful technology that has the
agilityto respond to the rapidly changing marketplace.”
Proxama, (at stand 590 at the eCommerce pavilion). the leading
provider of near field communications (NFC) in mobile wallet
and mobile marketing technology, will have an active presence
at this year’s RBTE. Neil Garner, CEO and founder, and Miles Quitmann,
managing director, will join the speaking line-up to deliver
several keynote speeches, which will highlight the role of NFC in
retailing. The presentations will offer insight into both NFC marketing
and mobile payment strategy that can offer significant
value to the retailing industry.
Nearfield communication
With NFC expected to break through as a mainstream technology
this year, Proxama will demonstrate how NFC can add significant
value for retailers: enabling consumers to make payments,
collect and redeem offers, as well as connect with brands. More
significant is NFC’s ability to connect the retailer’s physical and
digital worlds, allowing for a seamless multi-channel strategy
that optimises the use of both channels. Recent developments
that have occurred on the UK High Street have highlighted the
hurdles that e-commerce presents for many retailers, many of
whom face challenges inintegratingonline and offline as part of
their multi-channel strategy.
Kevin Skurski, director of marketing communications at
Bronto Software, says: “Consumers continue to use tablets,
smartphones and computers in tandem to shop. They receive
more marketing messages than ever before. Mobile device adoption
rates will continue to rise and new digital communication
channels will emerge making it essential for marketers to evolve
their messaging to capture the attention of their customers
across multiple channels and devices.
“Between email, social media, mobile, websites and apps, the
typical consumers can be exposed to thousands of marketing
messages per day. In this promotional cacophony, how do you
reach your customer? Your message content, timing and channel
must be relevant.
RBTE preview
“What data is most important? 70 per cent of baskets are
abandoned, making this an ideal starting place. Much of this lost
revenue can be recaptured with timely, dynamic reminder emails
triggered by the abandonment. Next, leverage past-purchase
data. Only three per cent of new customers who purchase from
a site will purchase again. With past-purchase data, marketers
can segment customers based on products or product categories
purchased, total order value or recency of purchase, all of
which reveal possibilities for targeted, personal messages.
“Bronto Software gives retailers to ability to quickly import,
analyse and segment past-purchase data from e-commerce
platforms like Magento, Demandware, as well as any other
e-commerce or point-of-sale system. For example: Send automated
messages promoting relevant cross- and up-sells based
on past product or product category data; Identify your best
customers and send VIP or loyalty campaigns; Target lapsed purchasers
with a relevant offer to get them back; And automatically
trigger dynamic reminders when a basket is abandoned.”
Danny Hughes, innovation and marketing manager at Fastway
Couriers, who will be exhibiting at RBTE stand 380, adds: “We
at Fastway Couriers (Ireland) invite delegates to experience our
Operational Excellence Culture first hand at RBTE this year by
coming to see our mind blowing 3D video. In only a few minutes
the 3D video clearly illustrates our groundbreaking philosophy
along with our industry leading and award-winning excellence
standards. Fastway are not merely responding to industry
trends, but striving to guide them from our Dublin based Innovation
Centre of Excellence, the ICE Lab. We are consistently
exceeding customer’s expectations by introducing new services
that make shopping online more convenient, cost effective
and enjoyable. Missing a delivery is a thing of the past with our
recently launched ParcelConnect outlets that allow customers
to collect and send from any of 500 local convenience stores.
“In addition to this, our low-cost and convenient returns
service PostPlus.ie saturates the customer with convenience by
enabling them to send or return parcels from their homes.”
• For more information about the Retail Business
Technology Expo visit www.retailbusinesstechnologyexpo.com.
To register for Cards & Payments Solutions
visit www..vendorcom.com/c-and-p-solutions.php
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February - March 2013 RS 17

RS Cards and payments
18 RS February - March 2013
Future of payments
Paul Rodgers, chairman of Vendorcom,
tells us why it’s imperative to visit this
year’s Cards & Payments Solutions
conference. The event will take place
alongside RBTE at Earl’s Court 2 on
Tuesday 12 and Wednesday 13 March
The Vendorcom Cards & Payments Solutions conference at
this year’s RBTE will address key retailer concerns regarding
the future of consumer payments. Paul Rodgers,
chairman of Vendorcom, discusses what’s in store in the four
conference sessions and warns of the risk that so many new
payments initiatives might lead to solutions overload resulting
in retailers missing the silver bullet that may be the difference
between staying alive or going the way of Jessops, HMV or
Republic.
“Being at the centre of the European Cards & Payment scene
is an exciting place to be at the moment! If you believe the
enthusiastic pronouncements of the host of solutions providers
who are, every week, coming up with new ways to take payments
from consumers, we’re barely going to recognise today’s
instore or online checkout and payment process in a few years’
time.
“Ten years ago, we saw huge changes with the introduction
of Chip & PIN. For a year after the announcement in 2002 of the
January 2005 implementation deadline, we had a chaotic freefor-all
with solutions providers understandably embarking on a
massive market push. Thankfully a more structured programme
emerged and a more collaborative, coherent approach ensured
that, through 2003 and 2004, a clear route map emerged enabling
retailers/merchants to get on board quickly and achieve
mass adoption by early 2005.
“As a result of the success of the Chip & PIN implementation,
there is now an assumption by many that every new payments
initiative will take three to four years from launch to mass
adoption. However, this year sees the eighth anniversary of the
June 2005 compliance deadline for PCI DSS and five years since
the launch of contactless payments with wholesale adoption still
seeming a long way off and, indeed an unreasonable expectation.
Yet the consumer payments industry naively puts such
initiatives in the same category as chip & PIN and bemoans the
relatively weak uptake, particularly of contactless payments.
“The reality is that, post Chip & PIN, the cards & payments
industry’s initiatives have simply presented options where, even
though there has been unprecedented collaboration amongst
suppliers to develop standards and bring a strong technical solution
to the retail market, the dynamics of the chip & PIN roll-out
simply do not apply. This initiative was unprecedented, and one
that is unlikely to be repeated in the foreseeable future. We had
a global standard with a clear mandate for change, a deadline
for compliance, an industry-wide technical programme, common
communications to merchants and, importantly, to consumers,
all underscored with a large regulatory threat lurking in the
background. Even PCI hasn’t had this level of singular focus.
“So, whilst Chip & PIN was a ubiquitous success, we will do well
to recognise that the PCI and contactless payments initiatives
are rolling out based on largely market driven motivations (with
perhaps a little carrot for early adopters in the case of contactless).
There are further lessons to learn as we look forward to
emerging mobile and NFC payments, the wave of micro-merchant
smartphone dongle solutions and the promise of non-card
based, consumer driven transactions with no requirement for
payment terminals in store or card entry screen for online payments.
“There are so many new payment possibilities being presented
and so many funding organisations chasing new payment innovations
that the situation is likely to become even more diverse
in the coming months. Since many of the new players only make
passing reference to the legacy cards and payments ecosystem
it is increasingly difficult to know exactly how such innovative
solutions fit into such the traditional landscape.
“The reasons that saw Vendorcom emerge as a collaborative
community in 2003, most notably ensuring common approaches
to global payment standards, improving communications
amongst solutions providers and promoting the delivery of market
relevant solutions and credible messages to merchants, are
as valid as they ever were. The potential problem is that many
of the emerging initiatives have little to do with global standards
and merchants are now crying out for a clear route map before
investing, asking, ‘Is this solution going to be here in a year’s
time and how do I integrate it with my more conventional existing
infrastructure’.
“The current retail reality is one of staying alive! Payment
solutions have the potential to be of strategic importance to
this business imperative through fraud reduction and improved

security, allowing easy expansion into new markets and accessing
new customer channels, embracing new technologies and
giving choice to consumers as to how they pay. The challenge
for retailers is to navigate a clear path through the claims that
solutions providers are making. How significant will NFC be
as a mainstream technology in payments, will point-to-point
encryption really reduce the scope and expense of PCI compliance,
is cash dead, is a zero-cost payment interface possible,
will e-wallets deliver on the hype, is SEPA for cards ever going to
happen…?
“Our goal is to answer these questions and more in the Vendorcom
Cards & Payments Solutions conference through both
presentations and Q&A panel sessions in the Cards & Payments
Theatre. It is very difficult to predict the future winners and
losers, but exploring the possibilities and debating the issues at
the conference will shed some much needed light on the situation
and will ensure we don’t end up in a stand-off where an
unprecedented number of superb solutions from the payments
industry creates so much uncertainty that retailers are too
nervous or confused to take advantage of the one thing that
might just make the difference in their quest to stay alive – or
even thrive!”
This year’s Cards & Payments Solutions will host a number of
seminars, presentations and panel discussions. On Tuesday 12
March Payment Security & Risk Management will be discussed.
Payment security continues to be a dominant issue in retail payments
with the PCI standard taking a large share of the focus
for many merchants/retailers. It is widely recognised however
that PCI sits within a wider field of payment security and risk
management that crosses all areas of a retailer’s business and
every channel of interaction with their customers.
There will be presentations from Paul Rodgers, chairman of
Vendorcom, Jeremy King, european director, PCI Security Standards
Council will discuss The Future of PCI: Securing Payments
in a Changing World and Neira Jones, head of payment security
at Barclaycard, will talk to retailers about Total Risk Management
and Securing your Business.
Then there will be a panel discussion with expert speakers, including:
David Froud, VP professional services EMEA, Trustwave;
Lorenzo Gaston, technical director, Smart Payment Association;
Neira Jones from Barclaycard; Jeremy King; Parminder Lall, PCI
DSS manager, Everything Everywhere/Chairman UKMPWG; Paul
Rodgers and Peter Baird, head of IT compliance, TUI Travel
In the afternoon conference speakers and panelists will explore
opening up new markets and the strategic role payments
play in this process. Reaching new markets is crucial for any retail
business. Payments, despite the ideas of the Single European
Payments Area and the extensive work of the EPC, ECB and EC,
has remained decidedly national in its focus. The leading international
card schemes together with other innovative players
Cards and payments
such as PayPal are crossing both geographic borders as well as
moving into historically ‘uncarded’ merchant markets, offering
the consumer simple international experience whether they are
taking money from an ATM, shopping in-store, obtaining or using
travel money, or spending online. The challenge for retailers is
to connect their international markets, their different payment
channels and the variety of technologies that will have to be
employed to provide customer choice.
Andreas Stendera, director for national and international sales
– B+S Card Service GmBH will present Payments in a European
Context. Jeremy Abbott, senior market representative for
UnionPay will discuss Expanding Horizons – Integrating UnionPay
and Julian Wallis, country manager UK, Ogone Payment Services
will reveal smart strategies for cross-border e-commerce.
Day two of the conference will see the introduction of The
Mobile Revolution. Many wild, often fanciful claims are being
made about mobile payments; the volumes, value, technologies,
reach, speed, ubiquity and many other attributes are all
the subject of marketing communications and media headlines
based in the views of an ever-growing group of pundits who are
promoting the mobile revolution in payments.
Presentations will include: Geraldine Wilson, managing director,
micro merchants, WorldPay – Mobilising Micro-merchant Payments;
Peter Turner, CEO, CreditCall – Making Mobile Practical –
for the retailer, and the consumer and Neil Garner, CEO, Proxama
– NFC: Now for Commerce.
These will be followed by a panel discussion including: Neil Garner;
Paul Rodgers; Alex Rolfe, managing director and publisher,
Payments, Cards & Mobile; Peter Turner, Dan Wagner, chairman
and CEO, mPowa and Geraldine Wilson.
In the afternoon retailers can learn about future proofing
their Payments. Being able to effectively and securely take
token based payments is an essential part of our national critical
infrastructure. Without an effective ATM, debit, and credit card
system, the consumer economy would fail within days. Because
of this reliance on plastic, some in the consumer payments
technology world would have us believe that cash is dead. Such
ridiculous assertions only serve to undermine the important
propositions of innovative solutions which can easily co-exist
with the already diverse and equally valid methods available to
the consumer.
Ron Delnevo, chair of the European board and deputy president
of ATM Industry Association, will present the argument
In Defence of Cash. And Michele Scarlatella, VP marketing, ST-
Incard/board member, Smart Payment Associations will discuss
Opportunities and Challenges in Future Proofing your Payments.
A final panel discussion will round off the conference.
Panelists include: Richard Braham, policy executive, BRC; Ron
Delnevo; Gerald Kitchen, associate; Anthemis Edge; Paul Rodgers
and Michele Scarlatella.
RS
February - March 2013 RS 19

contents
22..... We have contact
Contactless payments have become more prevalent in the last year with
several high profile roll-outs. Liz Morrell asks; are we really ready for
cashless shopping?
24..... What’s in your wallet?
For retailers mobile has long been the means of bridging the gap between
the online and offline worlds. Now with the introduction of e-wallets,
mobile is facilitating multi-channel payments too. Wayne Tuckfield writes
26..... Weighing the options
When retailers expand overseas they need to think about local payment
options, but their stores in the UK need to offer alternative ways to pay
for foreign visitors too. Ellie Robinson asks; is there enough choice?
28..... Breaching the subject
E-commerce has meant the rise of card not present (CNP) fraud. But do
in-store security breaches still happen? Dave Adams investigates
supplement
Evolving world
RS

RS
supplement contactless
22 RS February - March 2013
We have contact
Contactless payments have become
more prevalent in the last year with
several high profile roll-outs. Liz Morrell
asks; are we really ready for cashless
shopping?
Contactless payments were supposed revolutionise retail
– especially in high volume, low transaction value outlets
such as supermarket self-service checkouts, fast food
restaurants, convenience stores, as well as for those retailers
looking to reduce the fraud and banking costs of cash.
The limit for such transactions was raised from £15 to £20
last summer, bringing an additional 1,011 million card payments
into scope, with a value of £17 billion according to the UK Cards
Association.
Contactless payments are growing and most banks are now
issuing contactless cards by default. The UK Card Association
says there are now more than 31 million contactless cards in
issue with more than 143,000 contactless terminals deployed.
It estimates there were just under four million contactless
transactions in December 2012, compared with 700,000 in
December 2011 with its value growing from £4 million in
December 2011 to £26 million in December last year and
average transaction value also rising up to £7.04 in December
2012 from £5.55 in 2011.
Visa Europe says that 2012 saw contactless transactions
rise to 2.5 million a month and says this will grow fourfold over
2013. There are some major retailers using the technology –
including Boots, WHSmiths and M&S – whilst food chains such
as McDonalds and Pret a Manger and coffee chains such as Café
Nero are also driving usage. Supermarkets Tesco, Waitrose and
Asdaare in trial.
And yet the number of retailers – and customers – using
the technology is still relatively small. A report published by ICM
Research last December suggested that it was a lack of retailer
support that was hindering its take-up and that retailers were
lax in the instore promotion of the facility.
It also found that though consumer awareness was high
– with eight out of 10 customers knowing what contactless
payments were – fewer knew what the symbol actually
meant and less than a third (32 per cent) of those that have a
contactless payment card actually use it – equating to eight per
cent of all shoppers.
So who is to blame – is it really the retailers’ fault or the
banks? The UK Cards Association says promotion should be
the responsibility of both parties. “It should be a joint effort
between retailers and banks to educate consumers on the
benefits of contactless payment cards. Retailers can play an
important role through the placement of their contactless
terminals and signage, whereas banks
also have a role in raising awareness
of the cards, the acceptance symbol
and the applications process,” says a
spokesman.
Tipping point
Gary Munro, senior consultant at
Consult Hyperion lays some of the
blame with the banks. “The payments
industry has invested a lot of time
and effort in ensuring contactless
payments are safe and secure, yet
they have failed to get that message
across,” says Munro.
He believes habits need to change
and that support is needed for this to
happen. “Education of the cardholder
and retailer will have a lot to do with
the adoption of contactless and to
take it to the tipping point,” he says.
By default there are other nonretail
uses that will also help drive

usage such as vending machines and on-street parking. Last
year’s move by Transport for London’s to accept contactless
payments on London buses will also drive awareness, in London
at least, and the company’s plans to roll out contactless to the
rest of the transport network later this year will also help.
Oliver Harding-Fleet, head of UK product and innovation, at
card payment processor Global Payments calls this a “period
of assimilation while both retailers and consumers get used
to the new method of payment.” However he says consumers
are becoming more relaxed with the technology. “Consumers
are now beginning to see the benefits and their confidence is
growing as the terminals appear at an increasing number of
outlets,” he adds.
But consumer education is key to breaking old habits. “Using
chip and PIN or cash is simply a force of habit which can be
easily changed with a nudge at the till from the retailer to try
contactless,” observes Harding-Fleet. But the reality is that few
are doing this and in most retailers it seems it is the customer
who must take the lead.
Even M&S admits this is an option it has chosen. The retailer
first introduced contactless payment to 25 of its London stores
in July last year ahead of the Olympics and is now rolling it out
across UK stores. It says customer have been positive about the
new technology. “They’ve really responded to the convenience
and speed of contactless payment,” notes Craig Borrett, who
has headed the roll-out.
The retailer is promoting contactless technology through
its own M&S Bank debit card and point of sale signage and is
recognised as one of the leaders in promoting the technology
however Borrett admits the retailer isn’t pushing education to
customers. “We have trained our employees on how to use the
contactless technology but we felt they do not actively promote
the option to customers. We feel that the decision on payment
method should be the customers but we will try and drive
awareness through use of the contactless symbol,” he says.
Boots first introduced contactless payments in 2009 and
began their roll-out in June 2010 into 600 of the largest
stores in the UK. It has just announced a further extension of
the rollout in a bid to cut queues and improve the customer
experience in conjunction with Visa Europe and Streamline.
“Our ambition is to offer customers a great shopping experience
with quick, easy ways to pay and we believe that contactless
payment is one way to deliver this,” a spokesperson comments.
Its education is also rather passive however. “Store colleagues
receive training packs and each store receives informative
show material and customer information leaflets,” says the
spokesperson.
Consult Hyperion’s Munro believes things are beginning
to improve,however. “Retailers who have recently adopted
contactless payments, have been better at integrating
contactless supplement
contactless into their payments portfolio. Better trained staff
and better signage at the point of sale are helping the growth in
acceptance of payment cards,” he says.
“The retailers who are doing it right (Marks & Spencers and
McDonald’s are probably the best examples) have thought
about contactless and how it can help their business. They have
invested in training their staff and making their customers
aware that they take contactless payments. Many of the readers
have material around the reader encouraging customers that
they can pay by contactless. This education of the retail staff
and customers is essential to the adoption of contactless
payments,” notes Munro.
However Munro points out there are also retailers that are
failing. “There are some retailers who don’t make contactless
work for them, with readers hidden behind merchandise,
switched off, or with staff who are not sure how to use them,”
he adds.
Visa says that it is vital that retail staff feel confident about
accepting contactless payments. “With many retailers we have
provided staff with pre-paid contactless cards before launch so
that they have the opportunity to try it for themselves if they
don’t already have a contactless card,” says Anne Van Schrader,
vice president – contactless and mobile for Visa Europe.
But adoption has been hindered somewhat by the technology
itself for some retailers. “We initially introduced contactless
payment about two years ago but withdrew the terminals as
the solution was not PCI compliant,” observes Spar UK retail IT
controller Roy Ford. Since then he says it has taken the retailer
a further 18 months to reinstall and integrate new technology,
which is now in six pilot stores and will be rolled out to all stores
once the retailer is confident.
Ikea meanwhile trialled contactless payments in its restaurant
areas in 2010 but because of what it calls ‘technical reasons’ has
not worked with it since and does not currently have it in any
UK stores. However it is on the cards. “As we are always looking
for ways to improve our customers shopping experience, we
aim to reintroduce contactless payment by the end of this year,”
comments a spokesperson for the chain.
Systems have to suit if technology is to advance according
to Munro. “In certain retailers the staff have to press extra
buttons on the till to allow you to pay by contactless,” he says.
“This builds friction into a process that is supposed to speed up
payments. When done properly, the once the final amount is
known, and it is below the £20 limit, the register should enable
contactless reader automatically, making it simple for the shop
assistant and the customer,” he says.
With such huge potential growth literally on the cards all
parties must work harder to increase contactless payment
adoption – especially ahead of the next step move to mobile
contactless.
RS
February - March 2013 RS 23

RS
supplement multi-channel payments
24 RS February - March 2013
For retailers mobile has long been the
means of bridging the gap between
the online and offline worlds when
it comes to shopping and browsing.
Now, with the introduction of e-wallets
from the likes of Google and Visa,
mobile is facilitating multi-channel
payments too. Wayne Tuckfield writes
When you reach into your pocket and pull out your wallet,
you might even surprise yourself to see just how
much is hidden away there – not just your cash, debit
and credit cards, but your store loyalty cards, transport cards,
gift cards, vouchers, drivers’ licence – and that’s just a start.
But an increasing number of companies are aiming to make
the need for a physical wallet obsolete, turning the mobile
phone in your other pocket into everything you need day-to-day.
“It started with just a card being put onto your phone, so
shoppers could just tap their phone to make a payment,” says
Dan Soffer, vice-president of business development at VeriFone
EMEA. “Very early on all of the players involved realised simply
using a phone as a contactless card was not a compelling
technology for consumers – so now everyone is trying to get as
much as they can into their e-wallets.
What’s in
your wallet?
“In addition to your cards, we are seeing loyalty schemes,
offers and vouchers, gift cards, transport cards and restaurant
tickets being added – replacing everything you see in your
physical wallet.
“You will see e-wallet providers trying to enable Oyster in
their phones, because this is a consumer technology and if it’s
compelling enough and solves a problem for consumers then
they will accept it.
The number of e-wallets on the market is increasing all the
time, and involves partnerships between various groups offering
different services all coming together to turn your phone into a
one-stop shop for payments.
Phil Rothwell, of systems vendor Sellerdeck, highlights the
work of two major players in the field, Google Wallet and PayPal:
“Google’s partnerships are pretty much the minimum it needs
to develop a global payments service – Citibank is the acquirer,
MasterCard is the payment system and First Data provides the
infrastructure. Conceptually, what Google is doing is turning
your smartphone into a kind of payment terminal. The good
thing about it is that it makes the payment/credit card obsolete.
“On the downside, what’s missing is the e-commerce/retail
systems integration, which you need to make the mutli-channel
experience seamless. This is something that PayPal is far better
placed to deliver, as it has the transactional solutions in-house
and its payments system is integrated into millions of merchant
applications.”

However, he does reveal doubts over the potential of
e-wallets, even for the major players. “The task of changing
consumer behaviours that have existed in western economies
for decades isn’t trivial,” he notes. “Over the last 15 years,
the story of mobile payments has been one false start after
another. The logic has generally been sound, the technology
merchantable, it’s just the public who’ve found it hard to
embrace the idea of using a mobile phone to make payments.”
Queue busting
Others, on the other hand, are much more positive about the
potential benefits for retailers. Ben Gale, regional vice president
western Europe at NCR, observes: “The number of people using
them is still in its infancy, but it’s about changing the way people
experience the world of interaction so it adds value to them –
and only then will users vote with their feet, or rather fingers,
and start using mobile wallets.
“A consumer may start a transaction in one channel, at home
on the internet, and can update that on their mobile, before
completing the purchase in a store or on the internet, nearby on
a phone or in store on a tablet or self-service kiosk.
“This allows you to do a lot of queue-busting.
“If a consumer is looking at something while logged into their
account, if they come near the store maybe the store should
recognise that and send something to them, like a voucher drop
into their e-wallet with a QR code.
“That encourages them back into the store and then they can
pay using PayPal or a card.”
As well as sending vouchers or coupons straight into a
consumer’s ‘wallet’, retailers will also be able to promote brand
loyalty with digital loyalty cards.
According to Justin Fraser, sales and marketing director for
Europe at SecureTrading: “At the most basic form, merchants
can run campaigns. So when driving loyalty PayPal can work with
merchants on marketing campaigns using their service and offer
discounts or to accrue loyalty points whenever PayPal is used.
“From a merchant’s perspective, they have access to e-wallet
consumer base. You can have a logo on your website that will
come up on Google and may be seen as a more trustworthy site,
which means you are more likely to be used regularly and have
customers spend more money.
“People have learned that taking a card or cash from their
wallet to make a payment. This is an evolution, not a revolution,
especially as we have a younger generation growing up in a more
cashless environment.”
If e-wallets do take off and attract consumers in the way
many believe it will, it will have huge implications for retailers,
both in the way they work, the way they collate data and the
technology and software they may need to adopt.
SellerDeck’s Rothwell says new bits of hardware are already
available that handle contactless payments and the biggest
changes will be to the software.
multi-channel payments supplement
“Over the coming years we’ll see more development designed
to optimise the capture of customer records and its subsequent
analysis,” he adds.
“Currently, this is only available in larger retail operations, who
have the clout to operate loyalty cards, but gradually, companies
like my own, SellerDeck, will make this available at the bottom
end of the market.
“In the UK we are a long way from the time when supporting
mobile payments is absolutely essential. However, as we have
seen all too clearly in recent months, survival on the High Street
now depends on how well your online and in-store businesses
work together. Whether you like it or not mobile payments
is going to become a factor in this equation, building an
understanding of the value it can deliver is essential for plotting
future strategy.”
However, some feel the need for retailers to embrace
e-wallets and mobile payments is far more urgent, such as
Martin Smethurst, general manager of retail, UK and Ireland,
for Wincor Nixdorf – who launched their own ‘Wincor Wallet’
this year. “Over the next 12 months we will be inundated with
ewallets, like we are with credit cards. Customers may be
confused and end up with lots of them,” he comments.
“It seems a no-brainer that people will want to be in and out
of stores quickly so the convenience of contactless makes me
surprised it hasn’t taken off already.
“Everyone will have an e-wallet, and then it will be driven by
the consumer who will determine which ones survive and which
ones don’t. People are already happy to use Google Wallet or
PayPal on the internet, I don’t think it’s a huge leap of faith for
use it on the High Street. I think it will start slowly but within
three years it will be very prevalent.”
So if the next 12 months to three years is going to see such a
change is shopping attitudes, what do retailers have to do to be
ready? NCR’s Gale believes you must get your technology right
so you can be an attractive proposition for customers.
“Retail is consumer-to-business now, not business-toconsumer,”
he observes. “They tell you how they want to buy
and pay, so you have to look at the consumer and see what
the trends are. Today’s students will be trained on iPads and
have technology we never had, and as their consumer power
increases those who recognise and cater for that will be the
ones who win.
“I think e-wallets will thrive in the future and how quickly
will come down to people like ourselves creating value for
consumers.” But it isn’t just accepting payments in-store to
think about – if mobiles are going to contain e-wallets, then
consumers have to be able to use them, and if you lack WiFi, 3G
or 4G coverage, frustrated buyers may head elsewhere.
NCR, Gale says, have looked to tackle that in Dartford Town
Centre, where they have installed WiFi on every CCTV camera in
the area, guaranteeing coverage when and where it is needed,
with no blackspots.
RS
February - March 2013 RS 25

RS
supplement international payments
26 RS February - March 2013
Weighing the options
When retailers expand overseas they need to think about local payment options,
but their stores in the UK need to offer alternative ways to pay for foreign visitors
too. Ellie Robinson asks; is there enough choice?
The traditional maxim of retailers has been ‘the customer
is always right’. But when you have customers from all
over the word clamouring to pay by a variety of methods,
how do you accommodate all these wishes?
For example, credit cards and debit cards are the payment
method of choice in the UK but across the Channel in mainline
Europe bank transfers or cash on delivery are preferred when
making online purchases.
Therefore an international strategy on payments is crucial
for any retailer who has expanded overseas or who has overseas
shoppers using their stores.
The use of alternative payment systems is on the rise,
particularly in economies that have seen a recent sudden
explosion of e-commerce growth. WorldPay’s Optimising your
Alternative Payments report found in the UK and US, card
payments continue to dominate, while in Germany online credit
card penetration is low and managed offline credit transfers
are popular.
Chief product officer at WorldPay, Philip McGriskin, explains
further: “Just as alternative payment spending varies by
geography, so too does the vertical sectors.
“In the US for example, the majority of e-commerce spending
takes place within the retail, travel, airlines and services sectors
whereas, in the UK, a significant amount of online spending goes
on insurance and financial services. This insight is essential for
retailers who are looking to expand abroad.
“International expansion presents a huge opportunity
for retailers in the e-commerce space to gain competitive
advantage. A little localisation can go a long way to helping
customers navigate and buy online. If retailers can get this

ight and offer customers the chance to pay in their own or
preferred currency it will ultimately drive revenue, especially in
new and developing economies.”
Global Payments introduced UnionPay, the only card network
in China, in 100 UK outlets across the UK ahead of the London
Olympics.
The average transaction volumes so far have reached £1,800
bearing in mind a Chinese citizen can only take £1,886 out of
the country. It is also extremely high in comparison to typical UK
card transaction values which are £64 for credit and £44
for debit.
China UnionPay
Managing director at Global Payments, Chris Davies says: “When
we introduced Union Pay for UK merchants, it meant that
Chinese tourists could spend money without limits in the UK for
the first time. This was an important step in attracting Chinese
visitors to the country by enabling them to use their cards in
the same way they do at home.
“The average transaction values spent on UnionPay cards
in the UK amply demonstrate the appetite among Chinese
customers to spend their money here.
“Retailers can consider a number of methods to target
increased spend from other international visitors. Introducing
Dynamic Currency Conversion (DCC) for example, adds a level
of comfort to visitors paying on foreign cards by displaying
on the terminal the exact amount they will be paying in their
home currency.
“This helps to add transparency to the process of overseas
transactions and so will encourage spending on cards from
overseas visitors.”
Online retailers entering new markets, however, need to
ensure that they are taking the necessary steps to capitalise
on their investment beyond language translations, says Wendy
Dobson, director of innovation, partner sales and multi-channel
at DataCash.
She notes: “At the critical moment when an online transaction
takes place, components of payment processing and fraud
prevention define a customer’s experience and can be the
tipping point for customer retention with the merchant,
impacting the bottom line.”
To accommodate variations in payment methods between
countries, merchants should adopt payment pages that
dynamically adapt to meet the individual local needs of
customers. Such a solution presents relevant and preferred
payment options to customers, based on their regional
preferences, as opposed to offering a plethora of irrelevant
payment options.
Dobson adds that merchants must ensure their fraud
protection solution is not so stringent that it mistakenly reject
international payments supplement
legitimate customers and includes a multi-layer approach to
build up a more accurate profile of an individual, using
intelligence from a global database as well as incorporating
specific country and alternative payment method rules to
negate ‘risky markets’.
Justin Fraser, sales and marketing director Europe at
SecureTrading, believes trust in the security of online payments
is essential when developing any international payment strategy.
He observes: “Due to a lack of trust in traditional payment
methods such as credit cards in places like Germany or tax laws
in places like Brazil and South America, it is vital that e-tailers
have access to alternative payment methods that consumers in
these territories trust and understand.”
Adopting these systems, however, could prove problematic,
particularly when retailers have evolved to create separate
online channels to their traditional bricks and mortar business.
Nathan Jackson, vice president of UK sales and business
development at Credorax, says there is often a disconnect
where the front-end capture systems are not fully integrated
with back end office systems.
“These technical issues will need to be overcome and a highlevel
of integration achieved in order to successfully accept and
process multi-channel and varying forms of payments from
oversees”, he comments.
Jackson also highlighted the significant legal and regulatory
differences that need to be taken into account.
He adds: “For example, consumer rights regarding product
return laws and labelling requirements differ greatly once you
trade outside the EU. Even within the EU there are different
VAT requirements, so ultimately, the best and safest (although
costliest) way to ensure that any online offering caters for that
market’s consumers and provides a good seamless experience
whilst also adhering to the laws and regulations of each market,
is to hire or bring in local expertise to assist you successfully
selling online internationally.”
Looking east
Sarah Kellett, retail industry consultant at Fujitsu, says the UK
retail industry should be looking to its peers over in the East
(in countries like Japan and Korea) – for steer on a payment
approaches.
She concludes: “With the advantage of widespread internet
access and superfast networks power has truly been shifted to
the consumer in terms of payment options, NFC and the mobile
wallet have taken off – and consumers are presented with a
plethora of choice when it comes to payment options.
Concerns around personal details and security are limiting
take up in the UK , this has been much to the benefit of PayPal
making them the dominant force for alternative payments with
just under half of the total UK market.”
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February - March 2013 RS 27

RS
supplement payment security
28 RS February - March 2013
Breaching
the subject
E-commerce has meant the rise of
card not present (CNP) fraud. But do
in-store security breaches still happen?
Dave Adams investigates
Consumers love card payments. How often do you pay in
cash for a purchase worth more than a few pounds these
days? Retailers’ relationships with the major card schemes
have sometimes been a bit more fraught, complicated by financial
issues and by the ever-tightening demands of PCI security
standards. But the PCI regulations, along with the introduction
of chip and PIN, have been of great benefit to retailers, making
it much harder for criminals to commit fraud by skimming card
data from card-present transactions. One unfortunate sideeffect
of that has been that the criminals have focused their
efforts online and targeted card not present (CNP) transactions
instead, but in store, the evolution of the PCI Data Security
Standard (PCI DSS) has been an invaluable weapon in the fight
against fraud.
While that means UK retailers are less likely to suffer from
card-present fraud than are their counterparts in countries
where magnetic stripe technology is still the primary medium
for card transactions, it does not mean they would be any less
likely to suffer from the sort of security breach that affected
customers of the US wholesaler Restaurant Depot in December
2012. The breach, discovered in early December when
a number of the company’s customers reported fraudulent
activity affecting their cards, came a year after a similar incident
in December 2011 which eventually affected more than
200,000 customers. After an investigation by security specialist
Trustwave revealed the breach had actually occurred in early
November, Restaurant Depot advised all customers who had
used their cards at one of its facilities between 7 November and
5 December to cancel their cards.
Now that’s bad PR: to be remembered forever afterwards by
thousands of customers as the cause, at the very least, of an
irritating encounter with the bureaucracy of the card provider;
and at worst as the cause of a fraud using your card. Yet the
company claimed that all its systems were in compliance with
payment card industry standards. At the time of writing the
precise origin or cause of the breach had not been made public.
Data breaches
Trustwave’s 2013 Global Security Report, published in February,
shows that the retail industry is now the number one target of
cyber criminals. That growth is driven by the increased focus on
hacking e-commerce systems, but it underlines the threat to
retailers in general. Is there any danger UK retailers will become
complacent about in-store security as a result of the progress
made by chip and PIN and PCI DSS?
Gary Munro, senior consultant at Consult Hyperion, contemplates
the Restaurant Depot breach from a UK perspective. “Do
these types of breaches happen here?” he asks. “Yes, but it is
becoming less commonplace as retailers upgrade their systems.
The criminals will always attack the weakest point in the system
and the card industry has done an awful lot to improve security.
In older systems some retailers would have a PC or server-based
system, possibly in the store, and these could be attacked
through a web connection or direct access. But implementing

PCI DSS means any data would be encrypted and that makes it
much more difficult for a criminal.”
The problem is, not every retailer is compliant. When the PCI
Security Standards Council was established by the five major
credit card companies in 2006, its primary focus was on larger
retailers. Since then it has made strenuous efforts to encourage
smaller retailers to seek compliance with PCI standards too. They
are at least as likely to be targeted by fraudsters, because they
are likely to have spent less on security in general, in the store
or online.
Despite the efforts of the Council, the card companies and
others, awareness of security issues can still be patchy among
these merchants. “Many retailers still don’t appreciate how much
card data is flowing in their networks,” says Chandra Patni, CEO
and CTO at payment specialist YESpay International. “They may
have card data stored in PoS databases in clear text.”
As PCI compliance has become more difficult over the years,
many retailers have outsourced parts of the card payments
process to payment services providers (PSPs), like YESpay.
One YESpay client, Ian Pulsford, head of IT at toy retailer The
Entertainer probably spoke for many of his peers when he told
the audience at a YESpay event in March 2012: “Basically we are
using as many hosted services as we can. The idea is, ‘have nothing’
... [get] everything off our network.”
Using a PSP won’t be appropriate for every retailer, but one
advantage it offers is access to the most advanced payment
data processing solutions. In future that is more likely to include
point to point encryption solutions, which encrypt all payment
data between the PIN entry device (PED) at the till and the
central processing facility.
Retailers already using point to point encryption include SPAR,
which uses the Ocius Sentinel system, provided by Commidea
(now part of Verifone) on a managed service basis. The retailer
started using the technology in late 2011, when Roy Ford, retail
IT controller at SPAR, told Retail Systems that one of the most
important reasons it had been chosen was because of the costeffectiveness
of the managed service.
Not many other retailers have yet followed suit, possibly in
part for straightforward economic reasons, but also because
many procure and renew PoS and payment systems on a cycle
which lasts several years. “Migration won’t happen overnight,”
says YESpay’s Chandra Patni. Nonetheless he claims point to
point encryption is appearing on RFI and RFQ documents. He
believes most larger retailers will be looking to outsource these
functions to a managed service.
Even if these trends continue to close security weaknesses in
payment processes for retailers of all types and sizes over the
next few years, there will still be security vulnerabilities in many
retailers’ systems. “One place where you could try and attack is
maybe not the system itself but the processing associated with
it, like a refund or obtaining a receipt copy,” notes Munro. “All
payments security supplement
those systems should have data in a masked format. But refund
processing, for example, is not the most well-defined process.”
Retailers will continue to be susceptible to the security
threats which afflict IT networks of all kinds, warns YESpay’s
Patni: “The main problem is just making sure that card data is
safe in the network and that there are good data practices in
the network: that there are good logging in procedures and
firewalls and so on.”
New technologies or payment methods are bound to create
further vulnerabilities. “For example, you can now pay using
PayPal in certain stores,” adds Consult Hyperion’s Munro. “That’s
user name and password-based, so is that as secure as a PIN?”
The most obvious new potential source of trouble is payment
made using mobile phones and devices, including use of mobile
device-based contactless payments. “Mobile payments have introduced
a whole new set of challenges for the Council and the
whole payments industry,” confirms the PCI SSC’s Jeremy King.
But a good mobile payment app for a smartphone can be
fairly well secured, suggests Patni, if used with PED equipment
which encrypts card data. Edward Chandler, CEO of the PSP CQR
Payments Group, makes a similar point. “If I know that the device
you’ve taken payment with hasn’t been lost, stolen or interefered
with and the account you’ve got is in good shape then
that’s a multi-factor and dynamic authentication,” he explains.
King says the PCI SSC is working closely with the GSM Association
to establish the most effective way of securing mobile
devices. The Council has published guidance documents on
securing mobile transactions. It is also considering how best to
prevent security problems arising in relation to in-store kiosks.
Finally, the Council is also actively trying to improve the
standards of software installation and integration, because
badly installed software is another source of security problems.
In 2012 it launched a Qualified Integrators and Resellers (QIR)
programme.
Yet for all of these potential sources of problems there is still
a general feeling that UK retailers have produced a creditable
performance in the battle against fraud and crime in the store –
in this, electronic respect, at least – in recent years.
“UK merchants have done a really good job,” adds King. “I
regularly attend a UK merchant working group, largely with
tier ones and quite a few of the tier twos now too. With most
of those companies now I’ll be talking to PCI representatives,
not just IT representatives, so they’ve taken it very seriously.
They’re now helping us to try and get the message down to the
smaller merchants.”
But, as Munro points out, “Regulation is always one step
behind the technology”. “It’s a constantly evolving ecosystem:
payment methods change, security increases in one place and
someone will go and look for a hole in another place,” he observes.
“But the industry is getting more mature in terms of the
way it looks at making the whole payment mechanism secure.”
RS
February - March 2013 RS 29

IS YOUR PAYMENTS SOLUTION
THE BEST IN THE INDUSTRY?
OR ARE YOU INVOLVED IN THE
IMPLEMENTATION OF AN OUTSTANDING
PAYMENTS PROJECT OR INITIATIVE?
Enter the Payments Awards 2013
The inaugural Payments Awards in association with FStech and Retail Systems are now open for
nominations! The The Awards recognise cards and payments excellence and technology technology innovation
within the UK and EMEA fi nancial services and retail sectors.
We are calling all companies with outstanding payments projects to enter
the Awards, including fi nancial institutions, retailers, gaming companies,
telcos, issuers, acquirers, technology vendors and various payments
providers. The Awards are FREE to enter and deadline for entries is
6 June 2013.
In association with:
www.payments-awards.com
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TO TO TO TO TO
ENTER
Awards Gala Dinner and Ceremony
Thursday 14 November 2013
Millennium Hotel Mayfair, London

Looking forward
This year’s Big Show had a hard act to follow. In 2012,
former US President, Bill Clinton, gave the keynote speech
and then sat down to have a chat about where he bought
his Christmas presents for Hilary and Chelsea with Macy’s CEO
and president, Terry J Lundgren.
As outgoing chairman of the National Retail Federation (NRF),
Lundgren has now passed the torch onto Kip Tindell, CEO of the
Container Store. Alongside Walter Robb, co-CEO, WholeFoods
Market and Howard Shultz, founder and CEO of Starbucks,
Tindell delivered the keynote address to a packed auditorium
at 2013’s Big Show. Their message was one of ethical and
responsible business.
Tindell said: “Charities want to save the world but businesses
can too. I don’t believe that the only reason a corporation exists
is to satisfy shareholders. At the container company we think
about our employees first.
“If we take better care of them, they take better care of our
customers. It jus makes good sense. It’s not what you sell, it’s
what you stand for. And we stand for conscious capitalism.”
Robb added: “Being a retailer means you are continually
innovating, you are willing to reinvent yourself to serve your
customers. At WholeFoods we wanted to create a gathering
place, a community, to give a humanity to business.
“We believe in standards and transparency when it comes to
our products and where they were sourced. Our suppliers are
very important to us and we have helped farmers with loans so
they could expand their business.
“Of all our employees, 75,000 people, in total 40 per cent
have an equity share in the business. We also have projects like
WholeKids, which has helped create 1,500 gardens and delivered
1,500 salad bars to schools across the US.”
NRF review
Karen Moss reports there was an air of optimism for 2013 among attendees at
the National Retailing Federation’s Big Show in New York, 13-16 January
Interactive shop window displays
Shultz went on to
talk about Starbucks’
core belief, which is to
balance profitability with
a social conscience. The
coffee shop chain, which
employs 230,000 people
worldwide, was the first
company in the US to
provide comprehensive
healthcare for all its
employees, as well as
stock options.
Digital drink vending with NFC
“Our dream was that
our success would be shared,” he said. “We are now witnessing
a seismic shift in consumer behaviour. If retailers believe that
the same old ways of communicating with their employees and
customers are okay then they are on a collision course. Global
platforms like social media can no longer be an afterthought,
they are mission-critical. They must be funded and resourced.
Social media demands that we be relevant outside the four walls
of our company.”
Shultz then went on to rail against the ‘dysfunction’ in
Washington DC as America approaches a fiscal cliff. He said that
all industries, including retail, should not ‘sit idly by’ and watch
the death of the ‘American dream and the entrepreneurial spirit
of the country’.
Multi-channel
Around the exhibition centre there was a mood of, dare I say,
optimism among the technology vendors. There was a general
air, a feeling, that 2013 might prove to be the year that retailers
begin to invest more in their multi-channel strategies and
look to innovations like digital signage as ways to interact with
customers in-store.
Marks & Spencer has recognised that success in multi-channel
will require new innovations in its stores, which is prompting it to
undertake lots of experiments with in-store technology.
At a Cisco roundtable running alongside NRF Laura Wade-
Gery, executive director of multi-channel e-commerce at Marks
& Spencer, suggested: “The store is a fundamental part of the
customer experience. But you need to embrace experimentation
with it. The answers are not obvious so test things and put them
in front of people and see what happens.”
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RS
34 RS February - March 2013
review NRF
Browse online while outside the store
This thinking has led to the showcasing of its clothing ranges
on kiosks and digital signage in 25 stores and locating such
technologies around its stores to act as tools to ‘inspire’ the
purchase of home products by enabling customers to ‘envisage
what their room will look like’.
“This would have been done with a swatch book previously
but if you bring it to life on screen then it adds value. The
challenge for retailers is to go through a re-invention,” she said,
adding that some uses of technology are much more ‘mundane’
such as Click & Collect.
“It’s about the imaginative and also the sheer practical. The
key is execution. If you’ve got your in-store Wi-Fi dropping then
this is not a way to re-invent your business,” added Wade-Gery.
At the Big Show, Intel Corporation announced that multiple
new retail solutions designed to help leading retailers improve
consumer engagement and inventory management were being
deployed worldwide with Costa Coffee, McCormick & Company
and METRO GROUP. These solutions were showcased in Intel’s
booth at NRF over three days.
“Retailers are facing increasing pressure to explore new ways
to engage consumers across online and mobile platforms as well
as in traditional storefronts while reducing inventory costs,” said
Michelle Tinsley, director of Intel’s Retail Solutions Division. “Intel
is working with industry leaders to provide technology solutions
that enable retailers to deliver fun and memorable brand
experiences as well as new ways to ensure the goods customers
want are immediately available.”
Their partnership with McCormick & Company, a herb and
spice manufacturer which now has a retail store in the US, was
implemented in conjunction with HP (Hewlett Packard). Together
HP and Intel help McCormick create a memorable in-store
experience for shoppers using digital signage that would help
Increase brand awareness while also boosting sales and customer
loyalty.
McCormick & Company, a global leader in flavor, developed
an engaging intelligent in-store experience designed to educate
customers on the brand and its range of flavors. The experience
features five destinations including: ‘FlavorPrint’ to explore
personal flavor profiles; ‘Guess That Spice’ a sensory experience
and ‘Flavor Explorer’ to learn about the company and history of
flavors, and videos and a chef demo area. Powered by Intel Core
processors, the digital experience is deployed at the McCormick
World of Flavors Store in Baltimore where it consistently
achieves 70-75 per cent guest usage.
Online, in-store
Kathleen Haley, director, corporate branding and
communications, explained: “Bringing the online experience
in-store is one way that retailers can avoid show-rooming.
McCormick is a flavour company and has a lot of brands, but
we’ve opened a retail store in Baltimore. The videos allow
customers to experience the histories of our various brands,
they can play games, collect money off coupons and find new
herbs and spices that they would enjoy.
“Seventy-five per cent of the people who come in our store
use at least one of these digital experiences. Fifty per cent of
shoppers use a coupon from the ‘Guess That Spice’ game at
checkout. We’ve only been open six months so we’re still testing
and planning, but so far the feedback has been extremely
positive.”
Ray Carlin, general manager and VP for HP retail solutions,
added: “Social media has empowered today’s consumer with
the ability to share opinions and experiences instantly. In fact,
research shows that 61 per cent of US consumers rely on
product reviews before making a purchase decision. As a result,
Intel and HP worked with McCormick & Company to develop fun
and interactive experiences for consumers, in hopes of leaving a
positive, lasting brand perception.”
Additionally, the world’s second-largest coffee chain, Costa
Coffee, worked with Intel to develop an intelligent self-serve
espresso bar that provides customers with quality espresso
drinks in areas not feasible for a storefront. The Costa Express
features touchscreens and near field communication (NFC)
technology for cashless payments. Using Intel Audience
Impression Metric Suite (Intel AIM Suite), Costa Coffee is able to
better understand consumer preferences anonymously and can
offer the right product mix in each location.
The Intel-based machines are currently deployed in 2,500
locations in the UK, with plans to expand into new markets
throughout 2013.
Although the atmosphere at the expo was upbeat in terms
future multi-channel investment by retailers, some vendors
expressed surprise that the pace of adoption had not been
quicker last year. HP’s Carlin commented: “The industry moved a
little slower than expected around omni-channel. However I think
that is business process related, rather than technology related.
“There can sometimes be a challenge around embracing
change, retailers tend to be a bit more conservative. They’re
very keen on implementation but are trying to figure out which
piece to bite off. The reality of omni-channel implementation is
very daunting.

“Another problem is
that early adopters are
unwilling to share their
experience. They’re
looking for an edge,
so there’s a natural
tendency to keep things
secret.
“However the adoption
of digital signage has
been strong in Europe,
especially in high fashion.
Just look at the likes of
Digital signage proved popular
Burberry. Some retailers
have started testing proximity marketing via digital signage. It’s
not just about promoting your product, it’s about capturing
the lifestyle that your product represents. Retailers need to be
willing to invest in the hardware, however. They want to have
the best high definition, quality video to show off their product
range.
“HP have actually begun a cloud and more subscription based
approach. Digital signage as a service. This means retailers don’t
have to make the big investments in hardware up front.”
SAP showcased new solutions from their retail portfolio at
NRF’s Big Show that the company believes will help transform
business operations through unified and simplified processes.
Customer sessions in the ‘SAP retail theater’ on-site at the event
in New York included demos from the likes of Crocs and Société
de transport de Montréal (STM).
Real-time
These featured customers demonstrated how they used SAP
solutions to improve business efficiencies, merchandising and
marketing, engage with consumers and drive sales. For example,
STM announced a unique consumer mobile solution for transit
riders that will provide relevant information and offers from
more than 240 retailers and business partners within the
Montreal area.
Crocs showed how it is transforming its brand and driving
aggressive business growth through the use of integrated
industry-specific SAP software for apparel and footwear
companies, including analytics, supply chain and database
software.
Andy Jones, industry principal for EMEA, SAP, noted:
“We want to enable our customers to operate in real-time.
Precision Retailing from SAP is all about understanding who
your customers are, in terms of the journey they make with
you, the products they are interested in. That way retailers can
personalise the shopping experience for their customers via
every channel.
“STM send offers to travellers using geo location. What makes
it work is the ability to respond in real-time.”
NRF review
NRF is known for its Store Tours around Manhattan, an
intregal part of the Big Show experience where visitors can
take part in self guided tours around some of the city’s top
retailers. This year there were 12 unique and innovative retail
environmentsto explore: Duane Reade in the Financial District;
Piperlime and C. Wonder, both in SoHo; the Apple Store in the
Meatpacking District; Comme des Garcon in West Chelsea; the
Nike Running store, Eataly (Italian food emporium) and Ace
Hotel, all in the Flatiron district; Whole Foods in Columbus Circle;
Hollister in Midtown and Ralph Lauren and Barneys on the Upper
East Side.
Each tour comes with an MP3 Player loaded with content
that dives deep into the design, concept, new technologies
integrated (including how mobile is being used), and customer
experience enhancements for each store on the tour.
Unfortunately there wasn’t time to visit all 12 stores, but I
did have the chance to explore Eataly, the Ace Hotel and the
Nike Running store in the Flatiron district. A store just for
runners might not be everyone’s cup of tea, including your’s
truly, but the technology on display was impressive. The Nike
Running store was well equipped with plenty of digital signage,
huge interactive screens show running maps around New York
City’s roads and parks. Nike customers can tweet their running
times and comments and compete against their friends. Store
associates armed with iPads will help you find out exactly what
kind of shoe you need as they determine your gait, running
speed and balance as you jog on one of the stores tredmills.
Italian food emporium, Eataly, was also very impressive. As
yet the retailer has no UK locations but there are 11 locations
in Italy, four in Japan and one in New York, with another state
side store on the way in Chicago. The store is set up like a
marketplace for food and drink but with restaurants and bars
dotted around. Inside you will also find a Uni Credit bank with
ATMs and travel information at your fingertips, thanks to
strategically placed tablets.
Eataly also offers courses in mozzerella making and bread
making on the premises and everything is socially linked, you can
tweet about your experiences or
leave feedback on their YouTube
channel.
RFID
During the NRF exposition Avery
Dennison brought the store of the
future to life in a retail simulation
featuring new technology for
the sales floor and back room
operations to demonstrate
how inventory/price marketing
solutions paired with smart devices
improve the consumer experience
and optimise profitability.
Mobile is a
top priority
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36 RS February - March 2013
review NRF
Avery Dennison is seeing a major shift in the way RFID
technology can impact the shopper experience. As adoption
continues to grow, with major implementations by JC Penney,
Macy’s, Marks & Spencer and others, it is important for retailers
to understand the full impact RFID can have on their business.
On the second day of the NRF expo Avery Dennison hosted
a panel of RFID experts on the topic “RFID – What’s Next?”
to discuss how retailers can take their RFID implementations
to the next level. The standing room only session provided
apparel retailers with information about how item-level RFID
can enhance the customer experience by improving inventory
accuracy for omni-channel and mobile clienteling applications,
supply chain visibility, mark-down optimisation and loss
prevention.
This year’s NRF also saw the announcement that Tesco has
chosen Microsoft Office 365 for its companywide collaboration
and social platform. The grocery giant is committed to
deploying Office 365 to its employees working at the company’s
headquarters, in the field and in stores,across all its locations in
Europe and Asia.
“We want to put technology in the hands of all of our
colleagues, whether in the store, distribution center or office,
so that they can create value for our customers,” said Mike
McNamara, chief information officer, Tesco. “We see Office 365
as an important solution to help us continue to meet that goal.”
Office 365 enables a search functionality that quickly delivers
access to experts, information and tools to help employees do
their job, and it allows people to work more effectively together,
regardless of geographic location. It also permits information to
flow in a way that supports efficient decision-making by bringing
relevant information directly to the user.
Stay connected
One of the challenges businesses face when they experience
global growth is that it becomes difficult for staff to work
together as a team, share knowledge, find the right person or
answer, and consume increasingly unstructured information
without feeling overwhelmed and disconnected from the
organisation as a whole.
“Office 365 will serve as the portal for all Tesco employees,
suppliers and colleagues, encouraging a cultural shift to more
flexible ways of working,” observed McNamara. “This will allow
our colleaguesto engage with each other and deliver a great
shopping experience on any channel, as well as encouraging
colleagues to share, re-use, and reward ideas and expertise.”
Tesco also sought to put in place an internal collaboration
platform that was more than just a repository for documents.
Instead, the company wanted to find better ways of
communicating ideas and news to its multinational workforce.
“Office 365 will enable us to be a fully connected organisation
that works closely together, proactively shares knowledge,
motivates loyalty and retention of employees, and encourages
better working practices to ensure that we create value for
customers,” added McNamara.
And, as part of its effort to simplify and modernise
technology solutions, jcpenney announced it is also rollingout
Microsoft Office 365 to team members throughout the
company.With Office 365 as its communication and enterprise
social platform, the company aims to improve customer service
and increase information-sharing between team members
through the ease and accessibility of the cloud.
“In selecting a cloud solution, we were looking for a partner
who would support our goal of becoming America’s favorite
store,” explained Kristen Blum, chief technology officer,
jcpenney. “And when we realised that we could improve
customer service even more by providing cloud-based
collaboration tools to increase communication between team
members, it was easy to choose Microsoft and Office 365.”
As well as their big customer announcements, Microsoft also
revealed the latest release of Microsoft Dynamics for Retail with
new capabilities and next-generation innovation to help retailers
deliver a complete shopping experience through end-to-end,
search-based e-commerce; next-generation point of sale (PoS);
and a true omni-channel commerce engine.
“Consumers have increased options for how and when
they shop,” noted Tracy Issel, general manager, Worldwide
Retail Sector, Microsoft. “To stay competitive, retailers must
put customers at the heart of their businesses and seek new
ways to deliver the most value, revenue and loyalty. Microsoft
Corp. gives retailers the tools and technology needed to fully
implement a customer-centric strategy across the enterprise by
increasing efficiency, empowering employees, taking advantage
of consumer insights and optimising operations.
“With our position as a consumer goods company and a
retailer, we are uniquely able to help retailers create a connected
shopping experience for their customers across multiple
channels and touch points, whether it’s at home, in the store or
on the go.”
FaceCake Marketing Technologies, Inc. previewed its
revolutionary augmented retail Try-On technologies in
Microsoft’s booth.
Utilising cutting-edge technology, FaceCake Augmented Retail
provides an immersive Try-On shopping platform that brings
FaceCake debuted Swivel Close-Up at NRF

It’s all about a more personalised experience
retailers face-to-face with customers wherever they are. Swivel
Virtual Dressing Room gives them product Try-On capabilities
beyond the normal limits. Try-On rich media banners engage
them from their computers and our mobile solutions engage
them from their phones. With FaceCake’s interactive virtual Try-
On, real-time product recommendations and detailed consumer
metrics, building sales with targeted marketing takes on a whole
new reality.
Debuting at Retail’s BIG Show 2013 was the new Swivel Close-
Up by FaceCake, which provides consumers the opportunity to
try on cosmetics and accessories within a two-foot environment
– literally mirroring the in-store experience, but better. Swivel
Close-Up will drive shopper interest and interaction, converting
browsers into buyers.
Sitecore, a leading web content management and customer
experience management software company, participated in this
year’s NRF.
At Microsoft booth 1005, Sitecore and partner Avanade
will demonstrate software solutionsto help marketers deliver
personal, seamless and differentiated customer experiences.
Sitecore helps marketers deliver a connected experience across
web, email, social and mobile interaction points, to increase
conversions and build customer loyalty.
In addition, Sitecore presented how Windows 8 can play an
active role in starting and continuing the customer conversation
and providing a deeper understanding of the customer journey.
Windows 8 provides marketers a canvas for Sitecore’sCustomer
Experience Management software and its native mobile data
connection to interact with customers with relevant and
immediate content and context.
“Being able to quickly and efficiently manage and optimise
multi-channel customer experiences is critical for our customers
to drive better customer engagement and increase profitability,”
said Justin Calvo, global director, digital marketing, Avanade. “By
partnering with Sitecore, we’re able to offer large enterprises
a simple, unified approach to digital marketing and customer
experience management across a number of industries,
including retail, hospitality and travel.”
NRF review
Brand visibility
VisibleBrands announced that it has developed
a Windows 8, Wi-Fi meshretail app for tablets
that quickly indexes product SKUs, precise
location data (store, aisle, section, shelf) and
to include weight, dimensions, warnings,
ingredients and facing images for every item
scanned on the retail shelf. The MOD®Mapapp,
which represents a collaboration between
VisibleBrands and Microsoft Corp developers
with input from HP and supermarkets, was
released at the expo.
“In much the same way that Google indexes
the virtual worldto support search based
advertisingwithbrowsers,” says Timothy Morton, president of
VisibleBrands.
“MODMap indexes shelf products in the real world so that we
can serve digital offers and measure brand engagement with
shoppers at a moment of decision location, where for example,
someone might be trying to decide between Post Raisin Bran
and FiberOne Raisin Bran Clusters.”
Unlike other printed, online or mobile phone coupons,
VisibleBrands-enabled coupons require no clipping, no
downloading, no mobile phone, and no registration or opt-in.
People shop as usual and with a single touch of an in-aisle screen
can accept a digital offer. The offer is ‘clipped to cart’ using
location-based, wireless and cloud technologies and the savings
are credited automatically at checkout.
And Motorola Solutions, Inc., a provider of mission-critical
communication solutions and services for enterprise and
government customers, announced that it would expand its
enterprise mobile computing portfolio to include devices built
on the Microsoft Windows Embedded 8 Handheld platform. This
expansion brings Windows Phone 8 technologies to enterprise
customers, providing an innovative addition to Motorola’s
portfolio of devices built on the Windows Mobile and Windows
Embedded Handheld 6.5 platforms and enhancing Motorola’s
future solutions.
Girish Rishi, senior vice president, Enterprise Solutions,
Motorola Solutions, said: “Together with Microsoft, Motorola
Solutions will deliver specialised, durable, enterprise mobile
devices for line-of-business applications across the retail supply
chain from manufacturing to the retail store floor.
“We have worked closely with Microsoft since the release of
Windows CE 1.0 in 1996 and have shipped millions of devices on
Microsoft’s Windows Mobile and Windows CE operating systems.
Our future direction includes the Microsoft Windows Embedded
8 Handheld platform.”
More than 27,600 retail professionals from around the world
gathered to find solutions, network with their peers and move
the retail industry forward, making this year’s show the largest
Retail’s BIG Show in the event’s 102-year history.
RS
February - March 2013 RS 37

Delivery solutions which improve
customer service and the bottom line.
By increasing rst-time delivery success, maximising drops per vehicle,
reducing time spent on problem solving and putting the customer in control
of their order, Axida HDi can help you improve service levels and reduce costs.
Axida HDi is a modular software solution
which can be deployed to manage the
ful lment of orders for a range of product
types and businesses, from basic parcel
ful lment and order management
portals to the complete operational
management of complex deliveries
where the product or service requires
the customer to be present at the time of
delivery. Our modular approach ensures
that as your proposition develops you
can extend the use of HDi to support your
evolving business; it also allows Axida
to support your organisation whatever
your size, using the building blocks of
the solution to provide platforms such
as order management portals and SME
con gurations, through to full Enterprise
implementations.
“HDi enables you to manage
the process of any product
or service being booked and
delivered (or collected) at an
agreed time slot to (or from)
any random location.”
The modules available within HDi include
multichannel order integration including
multiclient capability; the Work ow
system which alerts relevant users to “at
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optimised route planning, available via
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o ered are from a choice of the most
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proximity, vehicle resource and available
product lead time. Users nd this
simultaneously increases rst-time
delivery success, reduces contact costs
and increases customer satisfaction.
NEW FOR 2013: Axida’s eXipod system
o ers a comprehensive electronic proof
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Available for deployment within HDi or
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data and also forces mandatory processes
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not simply replicating paper checklists.
Speci c form requirements – risk
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simply and quickly con gurable by the
user into the system. Resiliently and
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eXipod can be embedded within
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“Axida are one of our leading
technology providers, they
deliver industry and technical
expertise, a combination that
has proved to be extremely
valuable to CEVA”
Vice President IS & S, Northern
Europe CEVA Logistics
Retail clients include Wickes, Laura Ashley,
IKEA, and Shire Garden Building Products.
CEVA Logistics use the multiclient
capabilities of HDi to facilitate deliveries
for Tesco Direct, Dunelm, J Sainsbury
and Multiyork, whilst HDi is also used by
Wincanton to provide a comprehensive
home delivery solution for Marks &
Spencer.
Visit us at the Retail Business Technology Expo on Pod N in the Metapack Home Delivery Zone
In 2010 Axida was recognised by Gartner as a Cool Vendor in supply chain and has been awarded
Microsoft Gold Partner status for an impressive eighth consecutive year.
axida.com +44 1482 783630 enquiries@axida.com exipod.com

thoughts from the frontline
The news that horsemeat has
been found in beef products
has raised serious supply chain
issues for several supermarket
giants. Our experts give us their
thoughts from the frontline...
Hitesh Patel, partner in the
information protection and
business resilience practice,
KPMG, commented: “This situation
offers a stark illustration of the risk
of supply chain failure and should
serve as a large wake up call for all
organisations, not just those in the
food sector. Regardless of whether
horsemeat entered food products
through criminal activity, fraud or
mistaken contamination, this situation
starkly illustrates the importance of
robust counterparty due diligence for
organisations in today’s market and
poses some stark questions as to how
far down the chain those procedures
should go. A drive to cut costs through
the supply chain can have unintended
consequences. The unfolding situation
offers a clear warning to organisations
that they have a duty to assure their
supply chain for their end consumers.
At a time when trust – from
customers, regulators and government
– is an important issue across many
sectors, relinquishing control over
suppliers can have considerable
ramifications.”
Sue Clarke, senior information
management analyst at Ovum,
said: “Traceability in the food
industry has been in force in Europe
since 2005, and this has resulted in
much quicker, simpler, and cheaper
product recalls. Ensuring traceability
requires organisations to have
effective systems in place to trace
components back to previous stages in
the manufacturing process as well as
forwards to the next manufacturers in
the supply chain. The use of traceability
systems has allowed the affected
organisations and regulators to trace
the likely source of the contaminated
meat to Poland. However, the damage
to the companies affected has already
been done, the meat industry has been
discredited and the suppliers of the
meals have suffered brand damage,
and will inevitably suffer from loss of
sales.
Without the necessary systems in
place the situation would have been
much worse. Much of the information
relating to the manufacturing process
itself will be contained within an ERP
system, but supporting documentation
may be stored in an ECM repository.
The benefit of a traceability and
product recall solution based on
an ECM system is that all of the
documentation received from other
organisations in the supply chain can be
stored in the repository. Scanning and
extraction can be automated using a
traceability and product recall solution
from an ECM vendor. It is claimed
there was criminal involvement in the
horsemeat scandal, but the ability to
trace food components back to their
origins through the use of software
systems means criminals should be
apprehended much quicker.”
opinion
Mikko Soirola, VP at Liaison
Technologies, added: “The
transparency of supply chain
processes provides additional means
to take corrective measures while the
process is still active. It also enables
retrospective audits with all the
information available, e.g. in cases
where batches of goods need to be
traced and withdrawn from the market
for safety, health or other reasons,
allowing damage to be limited.
Alternatively, having a false
certification would provide
commercial/contractual means for
the buying companies to sanction the
suppliers, not to mention that falsifying
such records is likely a criminal offence.
That would put major pressure on
ensuring the right information is
provided for each delivery, reducing
the risk of such mishaps occurring
to almost nil. In today’s economy,
investing the time and money into
ensuring a fully integrated supply
chain will prevent such high-profile and
reputation destroying incidences from
arising and will in turn prevent any
damage to organisations, such as Tesco
and Iceland. The certification of the
origin of the ingredients should have
been a mandatory part of the supply
chain process.”
opinion
RS
February - March 2013 RS 39

RS advertorial
Managed payments can
drive retail success
Tony Saunders, VP and GM, VeriFone UK and Ireland
In the ever-changing payment universe, integration is
becoming increasingly complex and platforms more
fragmented. From mobile PoS and NFC to e-commerce
and m-wallets, change is moving at a startling rate.
This is fuelling a greater need for unification of payment
services not just to meet multi-channel requirements
but also to allow retailers to take some control over their
evolving services and payments infrastructures.
As a result many UK and European retailers are turning
to managed services as the most effective way of managing
their payments provisioning. Not only does this free their
internal IT resource to focus on servicing the business, it
also offers a myriad of operational and service benefits that
span all channels and cascade down to the consumer.
A fully managed approach to payments allows retailers to
reduce capital investment, control operational expenditure,
boost efficiency and achieve compliance at a lower cost.
It consolidates suppliers and simplifies associated admin
processes. With this in mind, the days of multi-vendor
payment chains may well be numbered – with specialists
restricted to peripheral and niche market services.
In the future we are likely to look for end-to-end payment
solutions encompassing hardware estates, infrastructure,
back-office systems and consumer facing services.
Retailers will simply select from basic or ‘a la carte’ service
menus to create fully integrated payments platforms.
Greater unity & simplicity
Across Europe, online sales continue to rise at the expense
of traditional bricks and mortar channels. Nowhere is this
more keenly felt than the UK, where Christmas left High
Street sales flat, yet saw online sales peak at £13.4 billion,
their highest ever. While multi-channel players such as
Tesco and Next managed to exploit virtual sales and cash in
on seasonal sales, others such as Blockbuster and Jessops
will now close their doors on customers for good.
The key for survival lies in finding new ways to integrate
channels, linking them together as part of a complete
customer experience. This includes using stores to help
distribute and store goods in order to drive down costs
associated with online/mobile sales. It also means using
stores as showcase facilities where services and online
apps will help fuel engagement and keep shoppers loyal.
Again, improved unity and simplicity, through managed
payments can help retailers achieve this by consolidating
their multi-channel offerings and better exploiting mobile
and online opportunities. Undoubtedly, managed payment
services solutions help tie all the PoS elements together,
but they also have the potential to create new ways to glue
the online, mobile and in-store worlds.
Unified platforms offer a broad, detailed and in-depth view
of a whole payment journey, provide a deeper knowledge
of the customer through each transaction and create a
consistent and seamless shopper experience whatever the
channel and payment method used.
As retailers strive to attract shoppers, build loyalty and
generate sales, their success relies on staying relevant to
consumers: adding value and fulfilling needs with more
convenient and compelling ways to shop.
Payment is a full part of this strategic approach. As
we see managed payments move towards true ‘Payment
as a Service’ solutions – it’s easy to see how vendors will
differentiate themselves not just by payment technology but
by their ability to deliver compelling wrap-around services.
Offering an unrivalled view of the payment journey
through multiple payment methods, payment service
providers, like VeriFone, can offer a whole range of valueadded
payments services including, data and analytics,
contactless transactions, payment options for mobile
devices, dynamic payment apps, targeted promotions and
m-vouchers. This will help retailers acquire new customers,
improve shopper interaction and loyalty, increase spending
and build consumer insight. Retailers adopting managed
payment services, not just as an operational but also
a marketing tool, will be best placed to differentiate
themselves from their competitors. As such they can gain
market share over those who choose to remain transaction
centric and continue to see payments as a basic commodity.

RS
bits and pieces Management
bits and pieces
42 RS February - March 2013
book reviews
in 10 Words Sir Terry Leahy
In his 14 years as CEO of Tesco, Sir Terry
Leahy not only turned the company into
the largest supermarket chain in the UK but
also transformed it into a global enterprise.
As a result, Sir Terry is now one of the
world’s most admired business leaders,
widely acclaimed for his drive, flair and nononsense
approach.
In Management in 10 Words he draws on his experience and
expertise to pinpoint the 10 vital attributes that make successful
managers and underlie great organisations. He tackles the
challenges that every manager faces, in a series of insights that
are personal, provocative, and down to earth. And he explains:
- Why initial failure often leads to ultimate success.
- Why profits stem from a company’s values, not its day-today
business.
- Why competition should always be welcomed.
- Why simplicity leads to innovation.
- Why trust is the bedrock of effective leadership.
The result is an inspiring, thoughtful and supremely practical
guide that will prove invaluable to all managers in all types of
organisation. The most substantial benefit from this book is
derived from what Sir Terry generously shares from his personal
and professional experiences as Tesco’s former CEO.
His 10 words are; truth, loyalty, courage, values, act, balance,
simple, lean, compete, and trust. Leahy’s key insight is that his
Conscious capitalism
Conscious Capitalism: Liberating the Heroic Spirit of Business
In this book, WholeFoods’ iconic CEO, John Mackey, and professor
Raj Sisodia show how forward-thinking companies are creating a
movement that’s transforming business.
“We believe that business is good because it creates value, it is
ethical because it is based on voluntary exchange, it is noble because
it can elevate our existence, and it is heroic because it lifts
people out of poverty and creates prosperity. Free-enterprise
capitalism is the most powerful system for social cooperation
and human progress ever conceived. It is one of the most
compelling ideas we humans have ever had. But we can aspire to
something even greater.” says the Conscious Capitalism Credo
The book features some of today’s best-known companies,
they illustrate how these two forces can, and do, work most
powerfully to create value for all stakeholders: including custom-
own behaviour must reflect the values he affirmed, especially
when it came to relationships with his staff. Long ago, Leahy
realised he could not manage others effectively unless he
understood how to manage himself.
He devotes a separate chapter to each of his 10 core values.
In chapter three he writes: “Good strategies need to be bold
and daring. People need to be stretched as they can do more
than they think. Goals have to cause excitement, and perhaps
just a little fear. Above all, they need to inspire, and present an
organisation with a choice: have these great ambitions, or remain
as you are.” And then in chapter seven: “Change in any fastmoving,
fast-growing company is not easy. My solution is quite
simple: to make things simple. Simplicity is the knife that cuts
through the tangled spaghetti of life’s problems.”
Before concluding his book, Leahy shares his thoughts about
the deeply-troubled global business community, one in which
many (too many) business leaders have lost their moral compass
and led their organisations astray. “More than ever before,
organisations need people who are not merely motivated to
work hard, but have the freedom and the encouragement to
innovate, to think for themselves, and take risks,” he writes. “We
need a culture that embraces change, and simple systems that
can easily respond to that change. Above all,” and these points
are his most important, “companies and other organizations
that rely on customer or citizen loyalty must not simply have
common values, but live by those values. They need to confront
the truth head-on, as loyalty and trust cannot be built on the
shifting sand of lies and half-truths.”
ers, employees, suppliers, investors, society, and the environment.
These ‘Conscious Capitalism’ companies include Whole
Foods Market, Southwest Airlines, Costco, Google, Patagonia,
The Container Store, UPS, and dozens of others.
We know them; we buy their products or use their services.
Now it’s time to better understand how these organisations use
four specific tenets – higher purpose, stakeholder integration,
conscious leadership, and conscious culture and management –
to build strong businesses and help advance capitalism further
toward realising its highest potential.
At once a bold defense and reimagining of capitalism and a
blueprint for a new system for doing business grounded in a
more evolved ethical consciousness, this book provides a new
lens for individuals and companies looking to build a more cooperative,
humane, and positive future.

JANUARY
Sister titles FStech and Retail Systems
teamed up to announce the brand new
Payments Awards for 2013. This unique
event will highlight innovation and best
practice within the cards and payments
industries from the point of view of retailers,
financial services, telcos, payments
and technology providers. To find out
more visit www.retail-systems.com.
High Street camera
retailer Jessops went
into administration,
with Pricewaterhouse-
Coopers appointed as the administrator.
The administrators said it was ‘inevitable’
that some stores would have to close. In
2009, Jessops managed to avoid administration
by agreeing a debt for equity
swap with its lender HSBC.
Style-passport, a cutting edge fashion
retailer specialising in holiday fashion
and beauty products, launched a mobile
optimised website. The site was designed
to expand the retailer’s reach and provide
customers with a secure and convenient
method to complete transactions via
their smartphones.
Spar became the latest UK retailer to
introduce Amazon collection lockers
at various stores across the country.
Amazon Lockers allow customers to pick
up or return their Amazon orders in-store.
The lockers have opened at nine of the
grocery retailer’s stores. Spar said it would
introduce further lockers in the future.
Fashion retailer Coast installed QuailDigital’s
lightweight headset communication
system in its flagship Oxford Street store.
The QD Retail system was specified and
supplied by Intrepid Security. It is being
used by staff across the store for general
operational activities including stock
replenishment and customer requests.
3D Wayfinder, the provider of 3D personal
navigation solutions in large public buildings,
launched a mobile application for
shoppers which provides maps of all of
their favourite shopping centres and up
to the minute details of onsite promotions
direct to their smartphones. Retail
site owners can use this to connect with
visitors and generate advertising revenue
from tenants.
Ingenico reached an agreement in
principle with Summit Partners to
acquire Ogone for an enterprise value of
€360 million euros. This acquisition will
strengthen Ingenico’s position, helping
them become a ‘one-stop-shop’ provider
covering multi-channel payment solutions:
point-of-sale, online and mobile.
FEBRUARY
Cath Kidston strengthened its multi-channel
solution from Maginus to help deliver
a great customer shopping experience
across all their sales channels. Maginus’ solution
provides Cath Kidston with a joined
up approach to their customers, through
online, as well as other touch points such
as multi-channel gift vouchers and collection
from the store.
Lovehoney selected Maxymiser to help
increase overall conversion levels and
customer engagement throughout their
website. The online pureplayer will use
multivariate testing (MVT) to help increase
engagement levels and conversion
rates across the website.
River Island and Rocks TV were among
the first retailers to sign-up for a new
international home delivery service from
DPD. DPD Direct is a dedicated businessto-consumer
(B2C) home delivery service
aimed at reducing not only the cost of
international home deliveries, but also the
hassle. DPD Direct simplifies all the customs
and duty issues for retailers, pro-
at a glance
at a glance Rounding up all the major retail tech related stories
vides a full tracking and returns service
and generates in-country notifications for
recipients, in their own language.
John Lewis announced a live trial of
ZBD’s e-paper solution and Pierhouse’s
NetTickIT software within its new pop-up
shop in Exeter. Several hundred of ZBD’s
fully graphic e-paper displays replaced
traditional print ticketing to provide customers
with product information, pricing,
promotions, reviews as well as QR codes in
a digital format, all driven by NetTickIT.
As part of its
multi-channel
strategy, Marks
& Spencer
introduced
a Digital Lab. This ‘digital lab’ will allow
the retailer to address the fast pace of
technological change occurring in retail
stores, enabling a more agile development
process.
Waitrose adopted Brightcove’s Video
Cloud platform for its Waitrose TV online
video channel. Waitrose TV, launched
in Autumn last year, is the first purely
food-related online video channel from
a retailer, according to Waitrose, and is
available across multiple devices including
desktops, tablets and smartphones.
Tesco announced it was poised to offer
Clubcard TV, a TV and film streaming
service which their customers can access
and use for free. The service, which is
exclusively for the supermarket chain’s
Clubcard customers, will have thousands
of films and TV shows to be played over
an internet connection.
at a glance
RS
February - March 2013 RS 43

RS
44 RS February - March 2013
feature international
There isn’t a prescribed formula for
taking your business overseas. Every
retailer is different and so are the
markets they plan to enter. Here,
Glynn Davis takes a look at the profits
and pitfalls of internationalisation
Regardless of whether they are multi-channel, pure-play,
DIY, fast fashion, luxury goods, or retailers of flat-pack
furniture there are very few businesses that are not
at the very least plotting a move to push their brands into
international markets.
The potential riches are undoubtedly there but the downside
is that it is not a straightforward exercise. History is littered with
UK retailers that flopped when attempting to replicate their
supposedly iron-clad models abroad.
Tony Bryant, head of business development at K3 Retail,
recommends retailers ‘go in light’ rather than taking a Big
Bang approach: “You need to feel your way along as retailers
cannot [typically] afford to do the whole infrastructure
overseas. Be light in your infrastructure. The margin will initially
be poor but this can be built-up as the brand and proposition
New horizons
builds. Once you’ve found out it is profitable, then you can
build out.”
This building out includes the fulfilment infrastructure, which
represents a great challenge. Bryant says replenishment from
the UK is the most obvious initial route for retailers operating
either physical stores or an online-only operation. For the
former this can include working with local delivery partners or
non-competing retailers in each territory to replenish the stores.
However, he says this is costly and so best suited to premium
type goods where the margins are high. Agent Provocateur
has taken this route in its six overseas markets, which Bryant
says – for a £26 million turnover business – is a very expensive
option. But “they’ve the advantage of high margin products”
he adds. This might not be an option for fast fashion chains on
tight margins, which is undoubtedly why Zara operates its own
infrastructures in the majority of its overseas markets.
Complex strategies
Whichever fulfilment route is taken Dr Mark Abell, partner at
law firm Field Fisher Waterhouse – a specialist in international
strategies, says it will inevitably be much more complex than
most retailers initially envisage.
“There are some things you should not do, some you clearly
should do, and others that need to be thought through. Retailers
are often given a cookie-cutter approach to all the different
markets, whereas each market is different,” he says.

The route taken by most retailers is to tie-up with local
partners – often on a franchise basis. Abell says the structuring
of such a venture is crucial if retailers are to get the maximum
benefit out of their overseas forays. He recommends creating a
subordinate equity partnership where the retailer takes a stake
in the local business structure.
Retailers must then ask various questions, such as: Do they
give their partner various countries in each region and following
that, how do they manage quality control? It is also inevitable
that the legislation will be very different in each market.
For instance, in some countries it is illegal to import cotton
as they protect this part of their market, which will have serious
ramifications for fashion retailers. “In Malaysia and Indonesia
there are ethnic quota regimes, which means you have to have
certain shareholders,” adds Abell.
He prefers to develop the structure of the partnerships for
multi-channel businesses because this gives retailers the flexibility
to grow even if they start as a single channel proposition.
Abell says there have been major issues caused by merchants
creating an online operation that conflicts with the stores’ businesses
run with their partners.
Despite the challenges, such is the desire to venture overseas
that Tania Oakey, marketing director of Cegid, says as much as
80 per cent of the potential new business it is hoping to win will
be a result of its international capabilities.
The luxury goods companies in particular are keen to enter
new markets like Brazil and other emerging markets, which will
benefit Cegid in the future because it provides localised solutions
– for both fixed and mobile tills.
This involves incorporating all the specific local components
relevant to each market into each of its international implementations
– including fiscal, legal, CRM, accounting and language
requirements.
As it seeks to broaden its offer it recently localised its software
for use in Sweden and is set to open up in fast-growing
markets like Brazil, Russia and Dubai, which retailers are finding
increasingly attractive.
“Brazil is a huge local market but it is very complicated with
lots of localisation. We want to be one of the first to offer a
localised PoS solution in that market. Our key strength is to help
UK retailers go overseas. We helped Ted Baker go into Asia,”
observes Oakey, who adds that the company recently won the
business of Barbour as it seeks to expand abroad.
While Cegid recognises the requirement for localised payment
methods in retailers’ overseas stores, it is equally crucial to provide
the relevant payment options on a merchant’s online store.
Julian Wallis, head of sales for UK & Ireland at payments service
provider Ogone, notes: “There are lots to consider when expanding
overseas and the payments side is often left until the end.”
UK retailers have long assumed that all countries accept credit
cards, which is a serious mistake and proof that many businesses
still fail to understand local markets. By offering some of the
international feature
more popular alternative local payment types like iDEAL in The
Netherlands as well as other newer methods, Wallis says, retailers
can see immediate increases of 25 per cent in transaction
volumes.
With a rapidly growing number of payment types around
the world (Ogone has recently introduced onto its platform 10
new payment types for Brazil alone) the complexity and effort
required to adopt them can mount as each will require contracts
to be signed.
“Retailers will be aware of acquirer contracts with Visa and
MasterCard and it is the same with alternative payment types
[around the world],” says Wallis, whose one-stop-shop payment
platform Collect is Ogone’s answer for retailers.
He also suggests it provides competitive transaction fees
as the company has negotiated the rates on a collective basis
leveraging its higher transaction volumes compared with single
retailers.
Not one to have problems with its volumes for driving a
bargain with suppliers is Tesco. It is now of sufficient size and
experience overseas that it has the benefit of being able to take
the best innovations from different countries and to spread
them around the world.
New innovations
Situl Thakrar, programme manager at Tesco, believes new innovations
are not all fed from the UK outwards: “Other countries
are empowered to trial things locally – sometimes with local IT
partners – and to then share best practice [across the group].
Every market is very autonomous. China and South Korea are
well advanced so technology innovations are going both ways.”
He says the company typically looks to leverage its existing
technology base – such as its online order engine – and combine
this with some localisation (in terms of innovations) within each
of its overseas markets.
Very much at the other end of the scale is online furniture
retailer Made.com, which although only a few years old has
already opened up an operation in Paris. Ning Li, chief executive
of the online-only Made.com, says the division in France has the
same infrastructure as in the UK – except for the payments and
language elements.
But what is unusual is that its France customer services team
is based in London as part of a total customer services team
of 20. “Recruiting French people is easy in London. And with
Germany and Italy you can always find ex-pats here in the capital
too. It is very international. It would have been more difficult in
France to get English speakers,” he adds.
This suggests Li has already got his sights set on further
international expansion once the French operation has bedded
down, which is far from unusual in the sector. But it does highlight
both how broad is the church of retailers that are branching
out overseas for growth and how there are a great many
different ways to execute an international strategy.
RS
February - March 2013 RS 45

awards2013
Now open for entries
Deadline: 25 July 2013
Now in its eighth year, the Retail Systems Awards are FREE to
enter and you can enter your organisation in as many categories
as you wish. This year there are 20 categories, including three
NEW categories ‘Online Retailer of the Year’, ‘Loyalty
Programme of the Year’ and ‘Best Use of Technology for
Personalisation’. The awards present an opportunity for
organisations to gain the prestige of public acknowledgement
Sponsored by
Celebrating Excellence and Innovation in the Field of Retail Technology
as being the leader in their field. The Co-operative Group,
Tesco.com, House of Fraser, The Post Office and Topshop
and technology suppliers such as ChannelAdvisor, Bleep UK,
eCommera, Fujitsu and Red Ant were among the winners at the
2012 Retail Systems Awards.
We look forward to receiving your entries and seeing you on the
night as we once again celebrate the stars of Retail Technology.
Awards Gala Dinner and Ceremony
23 October 2013, Lancaster London Hotel, Hyde Park
ENTER NOW: www.retail-system.com/awards

1. EPoS innovation of the year
2. Supply chain solution of the year
3. Best use of technology in the hospitality and
leisure sector
For general enquiries:
Hayley Kempen, Event Manager
+44 (0)20 7562 2414
hayley.kempen@retail-systems.com
awards2013
Don’t miss your chance to prove to customers, competitors and the whole industry how great you are – enter the Retail
Systems Awards today! And remember you can enter as many categories as you wish.
Categories
4. Retail website of the year
5. IT project of the year
6. IT team of the year
7. Retail security initiative of the year
8. Back offi ce solution of the year
9. Retailer of the year
10. NEW CATEGORY – Online retailer of the year
11. Card and payments solution of the year
12. Technology vendor of the year
13. Online technology vendor of the year
14. Mobile retailer of the year
15. Social networking initiative of the year
16. NEW CATEGORY – Loyalty programme of the year
17. NEW CATEGORY – Best use of technology for personalisation
in-store
18. Outstanding individual achievement
19. International retailer of the year
20. Overall winner
For judging enquiries:
Karen Moss, Editor
+44 (0)20 7562 2415
karen.moss@retail-systems.com
FREE TO
ENTER
For sponsorship opportunities:
Lisa Gayle, Sales Manager
+44 (0)20 7562 2428
lisa.gayle@retail-systems.com
ENTER NOW: www.retail-system.com/awards

RS
letters to the editor
letters
48 RS February - March 2013
NO NEWS LIKE BAD NEWS
The latest episode of the M&S witch hunt doesn’t disappoint.
No retail operator of this size can expect to turn a profit on
one store, particularly when taking into account the set-up
costs of a business that is preparing for a wider roll-out in
market. Whilst Paris may well be a figure head market, rather
than a decisive cash cow, it cannot be argued that M&S’s
broader international strategy is established, growing and
profitable. Picking on one Paris store is unrepresentative and
ill considered commentary.
Elsewhere, M&S has a blend of wholly owned, joint venture
and franchise stores, and this blend is demonstrable of a
business that has long understood market maturity. Again,
whilst Paris stands out as being wholly owned, other markets’
ownership status is down to the reliability and maturity of
income, so less mature are franchised and more mature are
JV or wholly owned.
What is not reported on is the massive change that is well
under way at Waterside, integrating the modern business
approaches of the international business into the more
established UK infrastructure. This is driving radical changes
in how M&S, as a global business, does business. This will take
time to flush through, but I believe this management initiative
will bare fruit, providing the market gives it time and is not
swayed in the meantime by commentary such as this.
Tristan Rogers, CEO, ConcretePlatform
PUTTING MOBILE TO THE TEST
The shift from desktop to mobile clearly requires a different
approach to content creation: most organisations recognise
that a standard website is never going to work for small
format mobile devices, and that consumers are typically looking
for different products, services and experiences during
a mobile interaction. Consumers are not going to be making
mortgage or credit card applications via the mobile; nor are
they likely to browse holiday destinations on a small screen;
they are, however, likely to order flowers or book theatre
tickets.
Organisations need to understand how users want to interact
with the business via mobile – and having made a basic
hypothesis, multivariate testing plays a critical role in justifying
the strategy. At the most basic level, an organisation can
test the importance of a mobile optimised site: sending 50
per cent of users to a dedicated mobile site and the other
50 per cent to the traditional website will provide a clear
measure of conversion rates – and typically confirm that an
optimised model is more successful. Similarly, testing can help
to refine ideas and provide insight into the way customers are
interacting, enabling the organisation to build a business case
and prioritise key areas of activity.
Indeed, with the continuing evolution of mobile usage –
from the rapid adoption of tablets to the arrival of 4G – the
way users interact will continue to change. It is, therefore,
important to keep measuring: the mobile strategy cannot be
set in stone. As the market matures, so must the strategy
and the way content is delivered.
By taking a structured approach to testing, organisations
can not only deliver the best user experience but also confidently
begin to explore the added benefits and flexibility the
mobile offers to gain stronger interactions with customers
and tap into that pent up demand for mobile services.
Tim Burge, director, Maxymiser
NEVER WRITE OFF APPLE
Before we write Apple off with premature assessments,
we need to appreciate that its so-called disappointing
performance is still extraordinary by many measures, and
that it has the capabilities to keep winning in its markets,
which it may yet redefine with more blockbuster products.
Apple is thought by many to have posted poor results,
but this would be a rushed assessment. Apple’s revenues
continued growing at a fast pace, with an 18 per cent rise
over the previous year.
Profits were $13.1 billion, same as the previous year. Gross
margin fell to 38.6 per cent compared to 44.7 per cent yearon-year,
but Apple had prepared the market about the lower
margin and actually delivered above its own guidance.
Lower margins would be expected given Apple’s rising
sales in emerging economies, introduction of iPad mini and
appearance of more competing products that are much
cheaper. The 38.6 per cent margins in the markets where
Apple operates are still extraordinary.
The main issue for the medium and long term is whether
Apple has sustained its innovative capabilities, which seems
likely given that it’s part of the company’s DNA. But the proof
will be in the pudding, and we’ll know over the next 12-18
months. What many forget though is Apple’s safety net of
$137 billion cash and liquid assets. Apple could easily buy any
new technologies that appear to pose a threat to it, that
offer synergies to its own offerings, or that can open up new
markets for it. Stock markets react, and sometimes overreact,
but what matters is the big picture and Apple seems to be on
a solid footing by that measure.
Loizos Heracleous, professor of strategy, Warwick Business
School
Letters to the Editor should be emailed to: karen.moss@retail-systems.com

news
Great expectations
Oracle research reveals convenience is top
priority for UK consumers
The Evolution of Experience Retailing research,
published by Oracle Retail, has found that UK
consumers are increasingly global shoppers
who don’t see barriers as to where they can shop
online.
This research examined the views of consumers
in the UK, USA, Germany, Russia, Brazil, China and Japan on fundamental
retail principles such as; customer service, overall experience, preference,
shopping trends and attitudes to technology. At a briefi ng in London
in February Sarah Taylor, senior director EMEA & JAPAC of Oracle
Retail, presented the UK fi ndings, looking at comparisons with results
from other countries and what the fi ndings means for UK retailers.
“British consumers have unprecedented options in a highly competitive
domestic retail economy, in addition to the global environment,”
she said. “With access to vast amounts of product information from
multiple sources, consumers can compare retailers, brands and products
in seconds. As such, they expect high value, targeted assortments,
competitive offers and uninterrupted availability from a retail brand,
whenever and wherever they choose to shop.”
This was refl ected in the aspects of the research that looked at
experience, with 66 per cent of British consumers listing ease of use as
the best defi nition of the term ‘shopping experience’, followed by the
ability to shop anytime, anywhere (59 per cent).
In the current economic environment, it was unsurprising that price
remains a priority when shopping, however 90 per cent of respondents
also stated that good service was important, or very important. Store
associates were identifi ed as the primary cause of bad service, followed
by poor fulfi llment, but British consumers did not react as strongly as
other nations to a bad experience, and were less likely to switch to an
alternative retailer, or to actively recommend others from using one.
British consumers want what the global marketplace has to offer
with 76 per cent stating that the internet offers no barriers to where
they can shop. Seventy-six per cent listed price as the priority when
shopping, followed by choice and convenient store locations.
Although British consumers are relatively open to sharing information
with retailers, in comparison to other mature economies, there
is an expectation for lower prices and exclusive offers that are ‘good
for me’ in return for engaging in a more collaborative relationship with
a retailer. And, while respondents prefer not to shop on their mobile
device, interpretations of personalisation relate most strongly to receiving
offers and discounts to their mobiles (21 per cent), followed by
a willingness to be identifi ed when shopping online (13 per cent).
“To fulfi ll on British consumer expectations, retailers must optimise
their operations to fulfi ll on the complex supply chain fl ows to ensure
home delivery and customer pick up is available if the customer requires,”
says Taylor. “The logistics behind the process matter little to the
consumer, they just need to be right to support customer priorities.”
For more information visit www.oracle.com/webapps/dialogue.
RS
February - March 2013 RS 49

RS
appointments
50 RS February - March 2013
People on the move
John English
Retail Trust, the only charity that looks after
the needs of all three million people working
in retail, has announced the appointment of
John English as fundraising and marketing
director.
John joins Retail Trust after two years as head of regional fundraising
at Macmillan Cancer Support, and brings a wealth of
retail experience to the role having previously served as head
of retail at BAA, Stansted Airport. John’s career also includes
managerial roles at Hammerson, IKEA, Asda and Lidl.
Neil Ashworth
CollectPlus, the modern day alternative to the
Post Office for parcel delivery and returns,
is pleased to announce that Neil Ashworth is
joining the company on 11 February as chief
executive officer. Neil succeeds Mark Lewis, who is leaving to
join The John Lewis Partnership.
Neil Ashworth’s career has included senior logistics and consumer
roles at Woolworths and Tesco, where he was instrumental
in launching Tesco Direct, including its Click & Collect
service.
Craig Doyle
Skrill has appointed Craig Doyle as SVP of sales
and marketing. Craig brings over 10 years’
experience from within the payments industry
and will be using this strategic knowledge
to help Skrill continue to grow on a global scale. Craig spent
almost a decade in various different roles at Ingenico. Most
recently he was managing director of the northern European
region, VP of marketing and solutions for Europe and an executive
committee member.
Phillip Blundell
Phillip Blundell, former CEO of digital banking
software company Intelligent Environments,
has joined digital redemption leaders Eagle
Eye as commercial and finance director. In
this newly created role, Phill will be responsible for driving
forward the commercial growth and focus of the business, and
expansion into new countries. He has also been appointed a
main board director, joining the likes of ex-Tesco CEO Sir Terry
Leahy and Simon Burke, to agree and lead the sales strategy.
Andrew Mann
The Co-operative has announced the appointment
of Andrew Mann, currently director
of insight and loyalty at Sainsbury’s, who will
take up the newly created role of customer
director, reporting directly to Steve Murrells, who took over
the reins of The Co-operative Food last July.
Andrew will bring a wealth of customer experience and expertise
to the role, having led brands in Cadbury, Schweppes, Coca
Cola and Centrica and held marketing Ddrector positions in
Tesco including Clubcard and strategy and innovation.
Sean Toal
Under the Co-operative’s new structure,
Sean Toal, chief operating officer, will lead
the stores, service delivery and supply chain
teams, and two new executive roles service
delivery director and supply chain director have been announced
to support him in this role.
Cheryl Marshall takes up the role of service delivery director,
moving across from her group role in charge of the unity
programme. And Mark Hale, who was director of food IS and
supply chain, becomes supply chain director.
Neal Austin
Neal Austin, Morrisons group logistics and
supply chain director, has been appointed
to the supervisory board of GS1 UK, the
not-for-profit global supply chain standards
organisation. Bringing extensive retail experience to the role –
from supply chain and logistics, to buying and store development
– Neal’s addition to the supervisory board underlines the
commitment of GS1 UK to work “outside in” with industry to
deliver first class solutions that serve its members’ needs.
Robin Terrell
Tesco has appointed House of Fraser’s Robin
Terrell as its multi-channel director. The retail
giant also promoted chief operating officer
Chris Bush to UK managing director.
Terrell joined House of Fraser in 2010, having previously held
senior roles at John Lewis, Figleaves and Amazon. House of
Fraser has reshuffled its board in the wake of Terrell’s exit to
Tesco. Its director of e-commerce, Andy Harding, will fill Terrell’s
shoes as executive director for multi-channel.

IN BRIEF
E-commerce is king ROLLING-OUT
Martec report reveals e-commerce is top investment priority
E-commerce will be UK retailers’ biggest IT
investment priority over the next three
years, according to Martec’s ‘IT in Retail
2013’ Report. The report, sponsored by JDA
Software Group, asked IT directors and senior
managers from the UK’s leading 150 retailers
about their IT strategies and spending.
Store systems were retailers’ second biggest
investment priority, yet the gap between these
and e-commerce had widened signifi cantly over
the last year. Third in investment priority were
supply chain and systems integration, which
were followed by CRM systems.
The report also revealed overall IT spending
across the retail sector had fallen. IT spend as a
percentage of sales was 0.9 per cent in 2012,
compared to one per cent in 2011. Prior to
2011, IT spend was on average 1.3 per cent of
sales for a period of four years.
When it comes to the deployment of IT
systems, there is a growing trend towards using
cloud-based applications. Thirty-fi ve per cent of
Video screening AND analytics in ONE application
Is he a known shoplifter?
How old is she?
When, where did he enter?
the retailers surveyed said they were currently
using them, with a further 28 per cent saying
they plan to do so in the future. Interestingly
23 per cent said they don’t have a transactional
website. However, those retailers with one saw
online sales represent 7.3 per cent of total
sales, up from 6.3 per cent the previous year.
The report also revealed m-commerce as an
area of increased focus for retailers. Forty-nine
per cent of retailers stated they were already
using m-commerce, with a further 13 per cent
saying they plan to do so.
Department stores and mass merchandisers
thought online sales would peak at 30-40 per
cent of total sales. Small format stores thought
20-30 per cent, while food and drug and large
format speciality retailers thought it would
be 10-20 per cent. Finally, the survey revealed
more retailers are looking to offer free Wi-Fi
in-store. Twenty-three per cent of retailers
surveyed said they already offered free Wi-Fi,
while 12 per cent said they plan to provide this.
How often was she here this month?
Is she an employee?
Is this valued customer Jim Jones?
How many people are here? Is it too crowded in this area?
Cognitec develops market-leading face recognition technologies and applications
for enterprise and government customers around the world.
In various independent evaluation tests, our FaceVACS® recognition software has
proven to be the premier technology available on the market.
www.cognitec.com
news
Kiddicare continued its rapid multi-channel
acceleration with its fi rst superstore
launch of 2013. The store opened on 27
February at Parkgate Shopping, Rotherham.
Rotherham is the fi rst of seven
Kiddicare superstores opening in 2013.
NEW WEBSITE
Joules will utilise the ‘out of the box’
hybris Commerce Accelerator to support
the launch of their new website, which
has been facilitated through hybris partner,
Eclipse Group. Commerce Accelerator
helps deploy a truly integrated solution.
IPADS IN-STORE
SOLE|TRADER has introduced iPads to
its UK stores with a private WiFi network
from Vodat International. The system enables
SOLE|TRADER to securely process
transactions through the store checkout
as well as online, giving customers access
to in-store and online stock.
Face Recognition Technology
for real-time video screening,
people analytics, crowd detection
and VIP recognition
FaceVACS-VideoScan instantly
detects, tracks, recognizes and analyzes
people in video streams.
Users can detect and identify persons
of interest while receiving demographic
and behavioral data, making it the
only video technology on the market
that can support security staff and
operations management simultaneously.
See it live at RBTE, booth 132!
RS

d i r e c t o r y
RS
M a r k e t p l a c e
d i r e c t o r y l i s t i n g
To Advertise contact Lisa Gayle Telephone: 0207 562 2428 Email: lisa.gayle@retail-systems.com
To make the directory section as easy as possible to use, we have added an index of headings below. These are listed alphabetically in order for you to find
the products and services you are looking to source.
To list your company within the section, please contact Lisa on 020 7562 2428 or email lisa.gayle@retail-systems.com for a quote.
CONTENTS
address management software
business software
delivery solutions
The leading IT source guide for retailers
address management software
business software
delivery solutions
direct commerce software
e-commerce and head-office (multi-channel) solutions
epos, head office (multi-channel) and warehouse solutions
epos, store, mail order, head office and distribution solutions
epos hardware
Enigma House
Elgar Business Centre
Moseley Road, Hallow
Worcester
WR2 6NJ
Tel: 0800 047 0495
Keystone Software
Development Ltd
4-5 Hill Court
Grantham
NG31 7XY
T: 0845 25 75 111
marketing@keystonesoftware.co.uk
W: www.khaoscontrol.com
MetaPack Ltd
12-16 Laystall Street
London, EC1R 4PF
Tel: 020 7843 6720
Fax: 020 7843 6721
Email: info@metapack.com
Web: www.metapack.com
epos, store, head office, warehouse and web solutions
international payment services
payment processing solutions
payment solutions
supply chain solutions
store, head office and distribution solutions
supply chain solutions
Postcode Anywhere is a UK-based company well known for its award-winning “what’s
your postcode” technology, used to quickly complete your address when buying online.
The company’s range of services, all delivered online, are specifically designed to boost
business efficiency and include route optimisation, international address auto-fill, data
cleansing, business information services and lifestyle profiling.
Over 8,000 customers worldwide use Postcode Anywhere for better data cleanliness,
speedier form-filling and increased conversion rates. Postcode Anywhere processes over
a million transactions a day.
Khaos Control is a leading business software solution, with a strong focus on the multi-channel
retail industry.
It is Sales Order Processing software, but with integrated and powerful stock control,
purchasing, accounts, CRM, contact management, invoicing, marketing and promotions.
It integrates with most e-commerce web sites, complementing them by providing a powerful
back-office solution for controlling the picking, packing and despatching of orders and
supporting the full range of customer services including returns/refunds.
It's modern, Windows based, scaleable and resilient.
MetaPack is the leading provider of delivery management solutions
• Best practise delivery solution – improve customer retention
• Single point of integration for all carriers
• Easily add new carriers and switch between them allowing for contingencies
• Complete tracking and extensive performance reporting
• Proactive customer care through email & sms messaging for shipments
• Reduce logistics costs through effective allocation
Customers range from large and multichannel retailers such as John Lewis, ASOS, B&Q,
Marks & Spenser and DGSi Group to smaller pure play companies.

D I R E C T O R Y O F K E Y P L A Y E R S
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e-commerce and head-office (multi-channel) solutions
hybris UK Ltd.
Holborn Tower
137 High Holborn
London
WC1V 6PW
T +44 (0)207 429 4175
F +44 (0)207 329 8291
sales@hybris.com
Kudos Software Ltd
Cliff House, Cliff Road
Salcombe
Devon
TQ8 8JQ
Tel: 01548 843586
Fax: 01548 843503
E: sales@kudos-software.co.uk
W: www.kudos-software.co.uk
Nisyst
Nirvana House
89 - 99 High Street
Little Lever
Bolton
BL3 1NA
Tel: 01204 706 000
E: sales@nisyst.co.uk
W: www.nisyst.co.uk
Retail Assist Ltd
The Hub
40 Friar Lane
Nottingham
NG1 6DQ
T: 0115 853 3910
E: info@retail-assist.com
W: www.retail-assist.com
www.merret.com
Torex RBS Ltd
24-26 Vincent Avenue,
Crownhill,
Milton Keynes MK8 0AB
Tel : 01908-226226
Email : information@torex.com
Web : www.torex.com
hybris is a leading vendor of multichannel commerce & communication software. Its clear vision
about the need for consistency, co-ordination and personalization of information across all
channels and throughout all phases of the customer lifecycle has resulted in the development of
an integrated solution which supports the industrialization and automation of communication,
sales and support processes both online and offline. It is spearheading innovation in this field,
enabling companies to master the complexities of implementing and managing single site,
multi-site and multichannel communication and commerce processes step-by-step without
any compromises
Kudos Software are specialists in retail and operational stock management software solutions
with 20 years experience in the retail industry and 300+ installed sites. Supporting single or
multi-branch operations our feature rich EPOS tilling solutions increase efficiency, reduce admin
and improve profitability. Kudos’ integrated systems are designed for retail shops, workshops,
mail order operations, large unit sales (such as caravans and boats) and e-commerce. We
offer a complete solution from initial consultancy through to installation, hardware, training
and support.
Nisyst has over 20 years experience of developing and implementing EPoS systems for a range
of retail users from multi-site, multi-channel operations through to small, single-site businesses.
Nisyst delivers complete solutions from point of sale to back office, reporting and stock control
systems, giving a real commercial advantage to your organisation. Its market leading solutions,
NPoS Enterprise and NPoS Lite, can be fully customised to meet customer requirements, improve
business efficiency and save costs.
Key NPoS modules include full sales and marketing control featuring email and SMS integration,
stock control, purchase ordering, instant reporting and analysis, and pre-built e-commerce
integration for ordering and distribution. Nisyst systems operate on a comprehensive range
of electronic point of sale systems, including the latest generation of contactless and mobile
applications.
Retail Assist is a leading retail-only solutions and services company, providing UK and
international retailers with end-to-end business applications plus a comprehensive range of
services that reduce costs, optimise retail operations and support higher revenues.
Our managed services offer 24/365 Help Desk, Technical Services, Operations, Data Centre
Hosting, Hardware Maintenance and Disaster Recovery. Managed solutions offer hardware,
software and services, based on a fully-managed and hosted "software as a service" model.
Merret, our award-winning integrated supply chain solution covers all areas of stock control and
retail supply for real-time multi-outlet, multi-channel merchandising and warehousing, plus
business intelligence.
Clients include La Senza, Aurora, Paperchase, World Duty Free, First Quench and Harvey
Nichols.
Torex RBS provides comprehensive IT solutions for the retail environment; ranging from EPoS
to back office, warehousing, multi-channel and PCI DSS services. We offer systems for all types
of retailer; from tier 1 and 2, high street multiples and multi-fascia retailers to department stores,
speciality and charity retailers.
Torex RBS has a wealth of knowledge and experience of developing, implementing and
supporting IT systems within the retail sector, and is the preferred supplier of the Retail-J
solution for many leading UK retailers.
If you have a retail IT requirement, contact Torex RBS today.

D I R E C T O R Y O F K E Y P L A Y E R S
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e-commerce, head-office (multi-channel) and warehouse solutions
epos hardware
MNP
91 Crane Street
Salisbury
Wiltshire
SP1 2PU
Tel: 01722 341342
Fax: 01722 341888
E-mail: info@mnp-media.com
Web: www.mnp-media.com
Casio Electronics Co.Ltd
Unit 6, 1000 North Circular Road
London
NW2 7JD
Tel: 020 8450 9131
E: boxallg@casio.co.uk
W: www.casio.co.uk/mobile
DED Limited
Harden Road
Lydd
Kent
TN29 9LX
T: 01797 320636
F: 01797 320273
E: pos@ded.co.uk
W: www.ded.co.uk
Star Micronics Europe Limited
Star House
Peregrine Business Park
Gomm Road
High Wycombe
HP13 7DL
UK
Tel: +44 (0) 1494 471111
Fax: +44 (0) 1494 473333
Email: sales@Star-EMEA.com
Web: www.Star-EMEA.com
Enterprise back office retail platforms for mid sized retailers, ActiveSeries comprises
order management (OMS), warehousing (WMS) and purchase & merchandising solution
(IMS) ensures real time multi channel inventory, operational efficiency with real time
business intelligence.
Interfaces into Torex, Island Pacific, RBS, Futura, Riva, Red Prairie, Hybris, Magento
and 30+ proprietary ecommerce platforms. Integrated with Channel Advisor, Royal Mail,
Metapack, GFS, Ebay, Amazon and many more third parties.
ActiveSeries platform users include Lakeland Limited, Kurt Geiger, LK Bennett, Surfdome
and Soletrader
ecommerce, store, mail order, head office and distribution solutions
Sanderson Multi-Channel
Solutions
Sanderson House
Manor Road
Coventry
CV1 2GF
T: 0333 123 1400
E: info@sanderson.com
W: www.sanderson.com/elucid
Contact: Lee Ashworth
Elucid is our complete software solution for Multi-Channel Retailers that integrates store,
web and mail order sales and back office fulfilment operations.
Whether you’re looking for a consolidated view of customers or striving to fulfil orders
from multiple stock locations and reduce delivery timescales, Elucid helps you to deliver a
seamless customer experience.
“Elucid has brought together our multiple sales channels and collective systems, providing
us with a central hub that allows us to operate a true multi-channel sales organisation.”
Patrick Walker, Beaverbrooks The Jewellers
Casio provides ruggedised hand-held terminals for the retail store and warehouse environment.
Our terminals are used for logistics, shelf-edge labelling, stock control and PLU applications.
Operating Windows CE or Mobile, our mobile terminals can include an auto-focus camera, WLAN/
WWAN communications, GPS mapping, a barcode scanner, contactless card reader and the
brightest touch screen display available.
Casio is a market-leader, with support and service facilities in London. Contact us
for more information and a loan sample of our retail products - the DT-X7, DT-X30 & IT-800.
DED Limited distribute a wide range of EPOS hardware for a
variety of applications. Products include:
- Dot Matrix & Thermal Receipt Printers
- Label, Ticket & Kiosk Printers
- CCD & Laser Barcode Scanners
- Magnetic/Smart Card Readers & Writers
- Cash Drawers
- Customer Displays
Star Micronics provides an extensive range of thermal and matrix POS printers designed for
a variety of applications. Key products include:
- The revolutionary TSP100 futurePRN TM series offers a range of models, including the
world’s first ECO POS printer, with a variety of unique software tools. This printer has
been successfully installed by a number of major retailers worldwide including Harrods
and Selfridges.
- Award-winning TSP800II A4 replacement printer
- High speed TSP700II combined receipt, ticket, label and barcode printer
- Versatile FVP10 front operating, vocal direct thermal printer
- Wide range of OEM kiosk printers
- Card reader/writer systems designed to instantly erase, re-write or print up-to-date
information.

D I R E C T O R Y O F K E Y P L A Y E R S
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epos, store, head office, warehouse and web solutions
The BlueBox
85 High Street
Tunbridge Wells
Kent
TN1 1XP
United Kingdom
Tel: 077 437 035 74
Email: pauldev@blueboxonline.com
Web: www.blueboxonline.com
Celtech Software
International Ltd.
East Point, Fairview,
Dublin 3. Ireland
T: +353 1 855 8200
F: +353 1 836 5509
E: info@celtech.ie
W: www.celtech.ie
Eurostop
West Africa House, Ashbourne
Road, Ealing, London. W5 3QP
T: 020 8991 2700
F: 020 8991 9561
E: sales@eurostop.co.uk
W: www.eurostop.co.uk
Contact: Mr Phillip Moylan.
Sales and Marketing Manager
FUTURA RETAIL
SOLUTIONS - DEDICATED
RETAIL SPECIALISTS
Contact: Paul Court
Tel: 01189 841925
Email: sales@futurauk.com
Website: www.futurauk.com
K3 Business Technology
Group plc
Corinthian Court
80 Milton Park
Abingdon
Oxfordshire
OX14 4RY
Tel: +44 (0) 870 225 1390
Fax: +44 (0) 870 225 1391
Support: +44 (0) 870 225 1392
Web: http://www.theretailpeople.com
The BlueBox has been providing bespoke ePOS, warehouse/logistics and procurement
software solutions since 1996 for small businesses as well as large brands like KFC.
We are a small, customer-focused company who do not believe in the one-size-fits-all
approach to system implementation. Our systems are 100% web/cloud based, requiring
no software installation and ensuring all data is live and central at all times. However, our
ePOS module works online as well as offline and is based on the best-of-both approach
at the leading edge of current technology.
ab-initio from Celtech Software is the ultimate real-time system suite for retail and wholesale
multiples.
From head-office to point-of-sale, from warehouse to web, individual ab-initio modules can be
adopted and integrated with your existing systems to fulfil immediate business requirements,
or we can run the whole suite as a complete end-to-end solution for you.
ab-initio real-time will deliver more than just live visibility and control of your business – it will
radically streamline your operations and opportunities. It will enable you to deliver unique
customer experience initiatives over your competitors – better, faster, easier and cheaper.
It will enable you to achieve maximum internal operational efficiency and cost savings.
Contradictory? Proven!
Don’t make a decision until you have seen the power of ab-initio.
Founded in 1990, with operations in London, Singapore and Shanghai, Eurostop provides
complete solutions for Retail Management for the Fashion, Footwear and General
Merchandise sectors encompassing both hardware and software. Eurostop’s products
include Head Office based software, EPOS, e-commerce, customer loyalty, fulfilment/
picking/warehouse management, mobile solutions, and comprehensive reporting
facilities, all fully integrated. Eurostop EPOS software is installed on over 20,000 tills
worldwide.
Eurostop Limited, Contact: Phillip Moylan, Tel: 020 8991 2700, email: phillipm@eurostop.
co.uk, www.eurostop.co.uk
FUTURA RETAIL SOLUTIONS - DEDICATED RETAIL SPECIALISTS
Futura specialises in making a difference to profitability - through rapid response to customers'
needs, greater efficiency throughout leading to reduced stockholding to free up working capital.
Based on an unrivalled understanding of retailer's needs, Futura offers the most robust,
sophisticated integrated solution available, suiting lifestyle retailers, fashion houses and
department stores.
Futura is proven, reliable and affordable and gives management greater vision and control,
helping to optimise target levels, minimise losses and achieve a rapid return on investment. To
grow your business, expand on the web or streamline your Head Office to increase profitability,
call 01189 841925 today.
“As a global leader providing ERP and Retail software solutions K3 have 25 years of specialist
experience. K3 are a major provider of the award winning Microsoft Dynamics business solution
and have been certified as a Microsoft Gold Partner and are an invited member of Microsoft’s
prestigious 'Inner Circle';
K3's success has resulted in an enviable reputation for not only delivering some of the most
complex solutions for our clients; we also back up our products and applications with high quality
service and support.
At K3 we believe that our success is supported by our values, fundamental in our processes and,
ultimately, reflected in your business.”

D I R E C T O R Y O F K E Y P L A Y E R S
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epos, store, head office, warehouse and web solutions
international payment services
payment processing solutions
payment solutions
Prima Solutions Ltd
Loughborough Technology Park
Ashby Road
Loughborough
LEICS LE11 3NG
T: +44(0)1509 232200
F: +44(0)1509 262323
http://www.primasolutions.co.uk
Ogone Payment Services
Highbridge
Oxford Road
Uxbridge UB8 1HR
United Kingdom
M. sales@ogone.com
Tel. 0203 147 4966
www.ogone.co.uk
PacNet Services Ltd.
Payment Processing
Contact: Brian Weekes
Tel: +353 61 714360,
E: brian@pacnetservices.com
W: www.pacnetservices.com
Symphony House
7 Cowley Business Park
High Street, Cowley Uxbridge,
UB8 2AD, UK
T: +44 1895 275275
E: emeamarketing@verifone.com
W: www.verifone.com
FIS Merchant Payments
Tricorn House,
51/53 Hagley Road,
Birmingham. B16 8TU
United Kingdom.
T: 0121 410 4357
F: 0121 410 4200
E: enquiries.uk@fisglobal.com
W: www.fismerchantpayments.com
Contact: mike.bradley@fisglobal.com
Prima Solutions is widely regarded as one of the UK’s leading providers of complete multichannel
business solutions for the clothing, footwear, bags and accessories marketplace. The
Prima ethos is simple - by really understanding the business requirements and issues faced by
each customer, we can work together to design practical, low risk solutions that add real value.
Our aim is to work in continuous partnership with our clothing, footwear and accessory industry
clients to deliver outstanding apparel solutions covering every aspect of the business from
product development through to order management, stock control and planning, manufacturing
and sourcing, wardrobe management, customer and supplier management, financial controls
and business reporting.
Customers include: Mulberry, Joules, Nigel Hall, Curvy Kate, Blue Max Banner, Dubarry of
Ireland, Church’s Shoes, Wolsey and John Smedley.
Ogone Payment Services is Europe’s leading provider of international e-Commerce
payment solutions for retailers that want to drive secure, compliant sales across European
markets. The Ogone PCI-DSS compliant platform enables our customers to process
payments from over 40 international and local payment methods in multiple
languages and local currencies. Our approach is focused on helping retailers drive
maximum revenue from multiple markets, with minimal effort. Dedicated in-market
support and consultancy is provided across all major European countries to ensure your
payment strategy consistently delivers.
PacNet offers a global range of inbound and outbound payment processing
services for electronic retailers. Enjoy easy access to credit card merchant
accounts, electronic debits and credits, international payment types and the
cutting edge RAVEN payment gateway. Lift sales by offering your customers
relevant payment options in up to 130 currencies. There is no need to set up
foreign bank accounts or contract with multiple providers – no matter what
currency your customers use to pay, you will enjoy fast access to funds in the
very same bank account that you use today.
VeriFone Holdings, Inc. ("VeriFone") (NYSE:PAY), a global leader in secure
electronic payment technologies, provides expertise, solutions and services for
today with a migration strategy for tomorrow. VeriFone delivers solutions that add
value to the point of sale, resulting in improved merchant retention and the
generation of new sources of revenue for its partners and customers. VeriFone
solutions are specifically designed to meet the needs of vertical markets including
financial, retail, petroleum, government and healthcare.
FIS Merchant Payments make it easier to accept a wide range of payment types
more securely. Card payments can be processed from multiple store locations or
ecommerce sites for authorisation, fraud detection and data storage. Our
ClearCommerce solution is the world's leading ecommerce payment processing
solution that detects and reduces payment fraud before you process the order.
TRANSAXion is ideal if you operate many branch locations, offering one point of
contact for all your payment processing. We are PCI:DSS accredited.
The net results are proven to reduce your costs and protect your profits. Call us.

D I R E C T O R Y O F K E Y P L A Y E R S
c a l l 0 2 0 7 5 6 2 2 4 2 8 l i s a . g ay l e @ r e ta i l - s y s t e m s . c o m f a x 0 2 0 7 3 7 4 2 7 0 1
payment solutions
Chase Paymentech
Europe Limited
Block K
East Point Business Park
Dublin 3
Ireland
T: + 353.1.726.2900
w: www.chasepaymentech.co.uk
supply chain solutions
ByBox
Unit 1-2 Central City Industrial
Estate
Red Lane
Coventry
West Midlands, CV6 5RY
store, head office and distribution solutions
BCP - Business Computer
Projects Ltd
BCP House, 151 Charles Street
Stockport, Cheshire
SK1 3JY
United Kingdom
T: +44 (0) 161 355 3000
F: +44 (0) 161 355 3001
E: retail@bcpsoftware.com
W: www.bcpsoftware.com
Contact: Richard Marshall
supply chain solutions
Tel: 0844 800 5219
Fax: 024 7658 4278
E: distribution.revolution@bybox.com
Website: www.bybox.com
Manhattan Associates
2 The Arena
Downshire Way
Bracknell, Berkshire
RG12 1PU
Contact: Corinna Walker
Email: cwalker@manh.com
Tel: +44 (0) 1344 318074
w. www.manh.co.uk
RedPrairie Ltd
EMEA Headquarters:
Beacon House
Ibstone Road
Stokenchurch
Bucks. HP14 3AQ
www.redprairie.co.uk/retail
Tel: 01494 486500
Info.emea@redprairie.com
Contact: Natalie Green
Chase Paymentech is a global leader in payment processing and merchant acquiring and
is a specialist in customer-not-present (CNP) transactions, capable of authorising
transactions in more than 130 currencies. The company's proprietary platforms provide
access to a wide variety of payment methods including credit and debit cards. In 2009,
Chase Paymentech processed more than 18.0 billion transactions with a value exceeding
$409.7 billion, including an estimated half of all global e-commerce Visa and MasterCard
transactions. The company also provides a full set of solutions aimed at accelerating cash
flow and managing transaction data. Chase Paymentech's unique combination of outstanding
service, innovative solutions and financial strength offers solid benefits to companies
both large and small. Chase Paymentech Europe Limited, trading as Chase Paymentech,
is a subsidiary of JPMorgan Chase, N.A. (JPMC) and is regulated by the Central Bank of
Ireland. More information can be found at www.chasepaymentech.co.uk.
ByBox, the locker solutions specialist offers a complete end-to-end supply chain solution – from
sourcing parts, warehousing, distribution, simple swap outs and non-intensive installations
through to a bespoke high-end engineering solution for more complex tasks.
Operating 7 days a week, 365 days a year, ByBox delivers 20 million items a year into its network
of lockers which are situated at convenient locations such as petrol stations, supermarkets, train
stations, sports grounds and shopping centres. Working with hundreds of companies in a variety
of sectors, ByBox also manages the repair and return of any faulty items and operates an in
house repair centre, where a fully trained workforce of repair technicians provides full repair,
refurbishment and screening services.
Established in 1990, Manhattan Associates provides supply chain solutions to organisations that consider
supply chain software, processes and technology strategic to their market leadership. With over 2,000 staff
supporting 1,200 customers globally, Manhattan Associates is well placed to serve the local and global
supply chain needs of companies of every size in a wide range of industry sectors.
The company's supply chain innovations include Manhattan SCOPE®, a portfolio of software solutions and
technology that leverages a Supply Chain Process Platform to help organisations optimise their supply
chains from planning through execution.
Customers include Alliance Boots, Argos, Co-op, Debenhams, El Corte Inglés, Halfords, House of Fraser,
Matalan, Mothercare, Mulberry, PUMA, Sainsbury’s, Staples, Tesco, Thorntons, Under Armour, Urban
Outfitters, Vanity Fair Brands and World Duty Free.
BCP is a leading supplier of Supply Chain software solutions to the Retail and Wholesale
Distribution industry.
Our Accord ® supply chain solution is a powerful, fully integrated system offering store automation,
web, cash control, central store management, voice-directed warehousing, logistics, finance and
business analytics. Based upon a modern, cost-effective, real-time technology and single
architecture, Accord ® is an ideal solution for today's progressive retailer, empowering
companies to improve business across all channels, facilitating overall growth in revenue and
profitability.
Over 8000 users across the UK and Ireland depend on BCP solutions to control their
day-to-day business.
RedPrairie delivers productivity solutions to retailers to help manage workforce, inventory and
transportation both in the supply chain and in-store. RedPrairie provides these solutions to
enable retailers to support business strategies that increase revenue, reduce costs and create
competitive advantage.
With over 20 global offices and solutions that are installed at more than 34,000 customer sites in
over 40 countries, companies trust RedPrairie workforce, inventory and transportation solutions to
deliver an increase in productivity - with the flexibility to adapt, as business needs change.
At RedPrairie, we understand today’s operational demands and we’re committed to
delivering solutions that work. We’re committed to delivering solutions for the real world.

Don’t miss your chance to enter one of this year’s 22 categories, and remember you can
enter as many categories as you wish.
Technology Categories Services Categories
1. Best Online Payments Solution 10. Best Merchant Acquiring Project
2. Mobile Payments Solution of the Year 11. Retailer of the Year
3. Best Multi-Channel Payments Solution 12. Financial Services Institution of the Year
4. Best Contactless Payments Project 13. Best Alternative Payments Project
5. Best In-Store Payments Solution 14. Cash Initiative of the Year
6. Technology Provider of the Year 15. Best Use of Social Media
7. Online Technology Provider of the Year 16. Compliance Project of the Year
8. Anti-Fraud/Security Solution of the Year 17. Best Prepaid Card Programme
9. CRM Programme of the Year
Individual/Team Categories
18. Payments Pioneer Award
19. Payments Team of the Year (Retail)
20. Payments Team of the Year (Financial Services)
21. Payments Team of the Year (Solutions Provider)
22. Overall Winner
2013
Deadline for entries: 6 June 2013
ENTER NOW: www.payments-awards.com

Tom Allason is founder and CEO of Shutl, a webservice
that connects retailers to local courier
firms enabling them to offer their customers
90 minute delivery of online and in-store
purchases. Shutl’s customers include Aurora
Fashions, Argos, Maplin, The Entertainer and
style-passport. Shutl’s proposition has helped
High Street retailers to develop a competitive
edge over pureplay e-tailers.
Retail Systems: How did you get started in
retail?
TA: I had a previous business in the business to business
(B2B) delivery space (eCourier.co.uk) but realised, through
personal frustration,that there was a much bigger problem
to be solved in e-commerce delivery. That is how the
idea for Shutl came about.
RS: What do you enjoy most about your job?
TA: When customers post positive feedback to shutl.
co.uk/feedback. We stream unfiltered tweets and
comments onto our site so customers know we are
completely transparent when it comes to publishing
feedback.
RS: Is there anything that frustrates you about
the retail industry?
TA: How difficult it is for large retailers to get e-commerce,
store operations and IT all pulling in the same
direction.
RS: Is there a particular retailer who inspires
you?
TA: I know this is not very original, but I would have to
say Apple. As a retailer they raised the bar for everyone.
Tom
Allason
RS: Who is your IT hero?
TA: Bill Gates- these days all the talk is about Steve Jobs
but it was Bill Gates that zagged when everyone else
was building hardware. Windows was world’s first real
platform business and has done more than any other
business to make personal computers ubiquitous.
retail worlds
RS: What piece of technology can’t you live
without?
TA: I would have to say my laptop. My life would be over
If I lost it and my backups.
RS: How do you relax?
TA: I enjoy knocking flagged emails off my list. My inbox
fills up very quickly so I have to keep on top of the important
ones (this Q&A takes me to number 18 down from
number 173 at beginning of week).
RS: What was the last purchase you made online
and was it a positive experience?
TA: CCTV from Maplin, and it was a very positive experience…
arrived very quickly too. (Maplin partnered with
Shutl in February last year and now offer our 90 minute
delivery service to online customers, using stock from 83
stores across the country).
RS: And what was the last purchase you made
on the High Street?
TA: A new iPhone. I dropped mine in the bath and
needed replacement in a hurry. No iPhone stockists currently
offer Shutl and so I had to go to the store. It was
still a great experience though since a ‘genius’ offered to
replace it for the fraction of the price of a new phone.
As I said earlier, I’m a big fan of Apple’s stores, they’re a
very inspiring retailer.
RS
February - March 2013 RS 59