There’s no doubt, 2012 was a tough year for the high street and judging by the number of retailer casualties so far, 2013 might not be much better. Fifty-four major retailers failed during 2012, making it the worst year for the industry since 2008, affecting some 48,000 employees and almost 4,000 stores. The change taking place in retail is certainly challenging but for those who can put customer experience at the heart of their business, there’s opportunity too both in terms of increased sales and reduced costs.

That’s according to an expert panel of retail and supply chain executives that I joined today at Retail Business Technology Expo in London.  The Retailtopia panel was unveiling the findings of a “vision paper” that capturers their thoughts and recommendations for the industry as it moves towards an “omnichannel” future.  Omnichannel retailing involves the provision of customer service in a truly seamless and consistent way regardless of the sales channel used. It sounds simple enough, but for many retailers it will involve a fundamental restructuring of their business. [Read more...]