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What makes one omnichannel retailer better


than another? The answer lies at the heart of the business. Here we explain the challenges ahead for omnichannel retailing and highlight ways to create competitive advantage.


By Neil Adcock


consulting partner at Bis Henderson Consulting www.bis-henderson.com


T


he retail landscape is experiencing profound change – a radical transition from ‘retailing as we have always known it’ to a spectrum of channels, fuelled by advances in information technology, new fulfi lment techniques, fast-


evolving parcel delivery solutions and, importantly, an empowered consumer connected via mobile technology to a vast ocean of information, from the best market prices to infl uential social media reviews. The growth of online sales continues unabated.


According to the latest monthly reported sales index produced by IMRG and Capgemini, UK online retail sales grew 18.9% in October 2016 - the highest year-on-year growth since November 2014 - amounting to an estimated spend of £11.39 billion for the month, and resulting in a total estimated spend YTD 2016 of £102.1 billion.


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