Posts Tagged ‘mobile’

Harry Rosen CIO to Divulge Inner Works of Advanced CRM at Summit

Tuesday, October 16th, 2012
Luxury menswear retailer boosts conversion rates with advanced clienteling system that facilitates ongoing shopper-associate dialogue

A multifaceted clienteling system pioneered by menswear retailer Harry Rosen exploits digital, mobile, imagery, e-learning and multichannel to amplify customer loyalty while igniting sales associates’ productivity via portfolio management and friendly, in-house competition.

Early results of the advanced initiative will be shared at the RetailConnections Business Executive Summit Feb. 24-26, 2013, in Miami. “Stephen Jackson, chief information officer of Harry Rosen, shared some details with us and I was just knocked out,” said Marc Millstein, president of RetailConnections. “This sophisticated CRM program incorporates all the ‘wish list’ items of retailers seeking to optimize omnichannel and the customer experience.”

Jackson is among a powerful roster of Summit presenters that also includes executives from Meijer, Hudson Group, AutoZone, Walgreen and more.

Harry Rosen’s clienteling initiative incorporates a unique blend of customer-facing tools that invite shoppers to engage with sales associates who know their wardrobe needs, style preferences, budgets and what their closets contain (and lack). Likewise, an arsenal of tools, such as “e-pics” and a companywide image gallery, enable Harrry Rosen salespeople to send clients photos of suggested ensembles to keep the dialogue going between store visits.

At the Summit, Jackson will divulge enhancements that have been made to the CRM program that won Harry Rosen the Gold Sales Effectiveness Award in Gartner and 1to1 Media’s 2012 CRM Excellence Awards.

Behind the scenes, the CRM program features sales productivity tools that enable associates to track their own sales, conversion rates and other metrics to benchmark against top performers in the company. “We are trying to train them in portfolio management,” said Jackson.

“We are also trying to ignite that competitive spirit among associates, comparing them to the next guy up,” said Jackson. “If you are a $750,000 guy, [we’re] showing him what the million-dollar guy is doing — perhaps he is contacting 80% of his client base and you are contacting only 68% of your client base.” Harry Rosen offers e-learning as a method for sales associates to ramp up areas in need of improvement.

Other speakers joining Jackson on the RetailConnections program, include:

• Steve Light, Group VP, Merchandise Operations, Meijer

• Adam Holyk, DVP, Loyalty & Insights, Walgreen

• Gary Macrae, SVP, CIO, Hudson Group

• Deanna Steele, VP, IT Applications, Express

• Lisa Kranc, SVP, Marketing, AutoZone

• Dan Smith, former CIO, Hudson’s Bay Company

• Richard Hastings, Macro Strategist, Global Hunter Securities LLC

Registration for the RetailConnections Business Executive Summit Feb. 24-26, 2013, is open to qualified retail executives and registration via Discount rates for accommodations at Turnberry Isle Hotel & Resort are available for a limited time, after which rooms at the hotel will be on an as-available basis. Sign up now for this once-a-year senior leadership Summit.

For more information, contact Denise Power, (773) 573-3939 or Marc Millstein (914) 620-5947 or visit our web site. For sponsorship opportunities, contact LuAnn Hallberg, (814) 516-4965

RetailConnections serves senior retail executives by hosting events that provide exceptional learning and networking. We believe the value of establishing new business relationships in person far outweighs other forms of communication. In this era when knowledge from all retail departments is intertwined, events that bring together top-level management from every function area deliver the greatest business insights.


Square-Starbucks Deal Sets Stage for Luria Talk at Fall Summit

Wednesday, August 8th, 2012

The news that Starbucks teamed up with Square to push mobile payments on a broad scale signals a milestone for retail in embracing m-wallet.

When it was announced this week that mobile payments startup Square partnered with Starbucks to power the chain’s U.S. debit and credit transactions, the implications were clear: “Wow. Wow. Wow. Square just arrived in mainstream,” wrote one online poster. In the spirit of adding a triple shot of espresso, Starbucks will invest in Square and Starbucks CEO Howard Schultz will join Square’s board.

For many retailers, though, the path forward with m-wallet remains far from clear. Choosing the right technology remains a challenge.

Gil Luria, Managing Director, Equity Research, Wedbush Securities, will size up the m-wallet marketplace and share insights about the players, attributes and potential winners and losers in the space at the RetailConnections Fall Business Executive Summit, Sept. 23-25 at Hotel del Coronado, near San Diego.

Luria, who presented earlier this year at RetailConnections Mobile Summit, is renowned for “following the money” as well as for his keen insights into how the m-wallet marketplace may shake out.

In his talk next month titled “Hottest Growth Sectors in Mobile,” Luria will also explore decision-making from a retail standpoint that includes issues like shifting promotional budgets toward mobile, leveraging internal development versus external services and tools, using retailer-owned devices versus shoppers’ handhelds, and NFC (near field communication) or cloud-based wallet.

The RetailConnections Fall Business Executive Summit Sept. 23-25, 2012, is an intense interactive think-tank experience focusing on business-critical topics. In addition to m-wallet, presenters and attendees will delve into customer engagement, mobile marketing/commerce/payments, measuring ROI, branding, leadership and strategies to heighten the shopper experience across all channels. Speakers include:

  • Ed Jankowski, SVP, GM, North America, Godiva Chocolatier “Are You a Serial Communicator?”
  • Dan Smith, former CIO, Hudson’s Bay Company “Redefine ROI: Recapture Millions”
  • Bill Bass, Co-President, CMO, Orchard Brands “Baby Boomer Opportunity”
  • Tom DeCaro, EVP, Supply Chain, Michaels Stores “Rethinking Leadership: A Diverse Formula for Success”
  • Leeann Fecho, Marketing Manager, Emerging Media, Loyalty Marketing, Follett Higher Education Group “Loyalty, Engagement & Other Omnichannel Challenges”
  • Michael Cairnes, President, Artistree (division of Michaels Stores) “Innovate & Take Your Custom Business Global”
  • Aashish Chandra, DVP, Application Modernization, Sears Holdings Corp. “Building an Agile Enterprise”
  • “Retail Top Issues” Panel featuring Ed Jankowski, SVP, GM, North America, Godiva Chocolatier, Charlie Cole, VP, E-Commerce, Schiff Nutrition plus one more retail panelist
  • Dave Remer, CEO, Creative Director, remerinc “What’s Wrong with Retail & Branding?”
  • Gil Luria, Managing Director, Equity Research, Wedbush Securities “Hottest Mobile Growth Sectors”
  • Gary Preston, Managing Partner, Preston | Reffett (former CAO, Ahold USA) “Retaining Critical Talent”
  • Stuart Silverman, Founder, Impact Simulations “Staff Turnover: Problem to Fix? Or Baked into the System?”
  • Bob Graham, VP, IT, BevMo!Pricing, Promotions & Loyalty”

Complimentary attendance for the Fall RetailConnections Business Executive Summit is limited to qualified retail executives and registration is via

For more information, contact me  (773) 573-3939 or Marc Millstein (914) 620-5947 or visit our web site. For sponsorship opportunities, contact LuAnn Hallberg, (814) 516-4965

RetailConnections serves senior retail executives by hosting events that provide exceptional learning and networking. We believe the value of establishing new business relationships in person far outweighs other forms of communication. In this era when knowledge from all retail departments is intertwined, events that bring together top-level management from every function area deliver the greatest business insights.


Do You Know How We Devour Digital, Mobile?

Thursday, April 26th, 2012

Quiz time!

Ethnic groups consume media and use mobile phones in different ways. Do you know how things trend? Test your aptitude and match the ethnic group with its distinctive digital behavior:

Which activity — a) text b) talk c) view — is dominant among African Americans? Asian Americans? Hispanics?

Not sure? Nielsen CEO David Calhoun would not be surprised. In fact, he is a little perplexed. Me, too. Here’s why:

The marketing and advertising research company is frequently asked about cultural attributes of consumers in other countries. “We hardly ever get asked what African Americans are doing in this country,” he said at a conference earlier this month. “I find that fascinating because the size and scale is significant.”

Calhoun says he is a big believer in the alignment of retail, brand and media. And yet, when he examines the last 54,000 new product introductions that Nielsen tracked or help plan and forecast, less than 1% of them were targeted to any multicultural interest. That’s opportunity lost, he told attendees at this month’s Global Retailing Conference, hosted by the Terry J. Lundgren Center for Retailing at University of Arizona.

And now, quiz answers, courtesy of Calhoun:

“Talk” is a top activity for African Americans using their mobile phones. On average, this group burns through 1,300 minutes a month. That’s 2 times the norm. Among Hispanic consumers, “Text” is the right answer; Hispanics text more than any other ethnic group — 940 times a month. For Asian-Americans, “View” is the correct answer. Asian-Americans log 80 hours on the Internet each month and view some 3,600 web pages. That’s 3.5 times more than any other group. Asian-Americans are big on streaming video, too. Check out Nielsen’s full report on the New Digital American Family.

Consumers’ digital behavior and media consumption habits are going to be hot topics at the upcoming RetailConnections Mobile Impact Summit, June 24-26, at Hotel Palomar in Dallas. Attendance is complimentary for retailers. Executives from J.C. Penney, Safeway, New Balance, Dots, AAFES, BJ’s Wholesale Club, H-E-B Grocery, Bare Necessities, Kroger, Whole Foods Market are among those who’ll join us.

You can view Mobile Impact Summit agenda, speaker and session descriptions here. And register here. See you there!


SRO Turnout Expected for Mobile Workshop

Thursday, January 26th, 2012

“We need more chairs!”

Those four words are inevitably bellowed whenever Bernie Brennan and Lori Schafer convene senior retail executives for a group discussion on retail strategy. The room is packed to capacity.

A standing-room-only crowd is expected again next month, when these social media/mobility seers team up Feb. 26, for “Mobile-ize! Mobile Priorities for 2012,” a workshop offered at the Fifth Annual RetailConnections Business Executive Summit in Miami.

We need more chairs!

Bernie Brennan

Brennan and Schafer, co-authors of “Branded! How Retailers Engage Consumers with Social Media and Mobility,” are astute observers of social and mobile strategies deployed by the industry’s most successful retail companies. Their encyclopedic knowledge of what’s working today (and what’s not) will serve as the launchpad for an unscripted, lively group discussion among senior retail executives from across all verticals.

“Based on anticipated turnout for this workshop, we are trying something a little different this year,” said Marc Millstein, president and founder of RetailConnections. The Brennan/Schafer workshop will be featured twice during the Summit, to accommodate all attendees who want to participate. “We don’t want to shut anybody out of this popular session due to space limitations,” he added.

Lori Schafer

The RetailConnections Summit workshops are offered on the opening day of the Summit, Feb. 26-28, 2012, and serve as an effective jumpstart to a series of keynotes, panel discussions and networking activities.

For more information about the Summit workshops and full agenda, and to register, visit our site.

The Summit gets under way at the Turnberry Isle Hotel & Resort in Aventura, Fla. (Miami). Rooms are nearly sold out, so call me if you haven’t booked your room yet.

See you there!