RetailT He added: “We knew we needed more


than an EPoS system, but it was a big decision point to go with a central server EPoS system. It very much means we can be confident we have the ability to trade in individual stores and that any issues in one won’t affect others.” He also said that the central server model also offered cost-saving benefits, while having BT host the systems ensures there’s one organisation dedicated to them “absolutely running correctly”. The company also engaged IT specialist Vista Retail Support to manage the new PoS system deployment between August and November 2012 (STUDY: Fat Face rings in the changes, RetailTechnology.co.uk, 16 July 2013). Where the only piece of equipment that


would remain as part of the existing till estate was the cash drawer, it was crucial that the roll out was completed in time for key peak season trading. Comprising an HP RP5700 base unit, touchscreen, receipt printer, keyboard and scanner, along with a VeriFone VX810 counter- top payment PIN entry device (PED), Vista commissioned and tested each new till system and its Fat Face IT network data connection before they were dispatched for installation instore. This was vital in minimising the after- hours onsite installation times for Vista’s onsite engineers and Fat Face staff. And the project won Fat Face ‘EPoS Initiative of the Year’ at the 2013 Retail Week technology awards. Shepherd said the IT investments, “give us


a richer perspective on what’s happening in our stores and the difference between the stores and online”. He added: “The central server architecture delivery enables the business to hook in e-commerce elements and CRM to better help understand customer behaviour and how promotions are impacting customer demand.” Looking ahead, he reported that the retailer was looking at extending its e-commerce offering to include store stock and mobile point of sale (MPoS). “We’re looking at joining up our e-commerce


operation and retail stores a lot closer,” he concluded. “The central BT Expedite server architecture gives us lots of options – it’s open, so we have the option to do more with BT Expedite or other [third party] products. We’re also certainly looking at MPoS and areas that support our international expansion is another.”


www.retailtechnology.co.uk ROUNDUP


Retail Technology highlights the hot topics likely to shape store investments through to 2014, including store loyalty, communications and channel integration


CUSTOMERS LOYALTY A CRM or loyalty programme can help


retailers better engage with customers


55% of shoppers expect retailers to use past


purchases in order to offer relevant promotions (IBM Institute for Business Value


survey of 26,000 shoppers in 14 countries, January 2013)


SPEED Effective PoS systems can


help reduce queuing times for customers


Brits will wait just under six minutes in a shop queue before they walk out and over half (56%) would be less likely to return to a store if they have a bad queuing experience


(Omnico survey of 1,344 UK consumers, August 2013)


OPERATIONS RANGE


Retailers can use an online presence to extend offers or range instore


Over half (62%) of UK


shoppers said they were willing to shop at a fully automated store (Cisco


Customer Experience Report survey of 1,511 consumers across 10 countries)


WI-FI AND KIOSKS Boost customer


engagement, loyalty


and access to product information


35% of the UK’s top 150


retailers will have rolled out free consumer Wi-Fi in their stores by the end of 2013 (Martec International IT in Retail Survey 2013)


SERVICE


Consumers increasingly expect a multichannel experience


80% of US and UK retailers admitted not


sufficiently training staff to handle multichannel customers instore (SD Retail, June 2013)


TECHNOLOGY MPOS


Promote queue busting instore and arm staff


with devices to support knowledgeable service


66% of retailers are


interested in MPoS, while 42% are piloting or starting trials within the next 36 months (Motorola Solutions survey of 541 US, UK, German and French retailers, April 2012)


STORE


echnology


Autumn 2013


31


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60