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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 FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE FREE 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.” RS February - March 2013 RS 33
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