THE WINNERS - retail-systems.com · Sharon has over 20 years’ retail experience across stores,...

AWARDS GALA 27 JUNE 2018 The Waldorf Hilton, London

Celebrating excellence and innovation in the retail sector

organised by Retail Systems

www.retail-systems.com/awardswww.twitter.com/retailsawards

THE WINNERS

27 June 2018 The Waldorf Hilton, London

Now in their 13th year, the Retail Systems Awards are now a �rm �xture in the industry calendar, celebrating the best and brightest there is to o�er.

The last 12 months have been challenging for the High Street, with tough trading and CVAs dominating the news cycle, but if the quality and quantity of the award entries we received are anything to go by, there’s a lot of life in this sector yet.

Retailers have accelerated their adoption of cutting edge technologies like arti�cial intelligence and augmented reality, alongside easier-to-use payment terminals and mobile apps. At the same time, everyone’s been busy preparing for the GDPR deadline – coping with the communication opt-out challenges and �nding opportunities in increased personalisation and loyalty for those consumers that opted in.

As ever, our judges had a hard time choosing between strong entries in each category, but in this review we’ll feature pro�les of some selected winners, along with plenty of pictures from the event and a full run down of those shortlisted.

Thank you to all who got involved, everyone who made the evening so successful and our lovely host, Kerry Goldiman. Congratulations to all our winners and we hope to see you next year.

WELCOME

Peter WalkerEditor, Retail Systems

www.retail-systems.com/awards twitter.com/retailsawards

In-Store Innovation of the YearThe first award of the night went to Yoyo for its work with Caffè Nero to enhance customer retention. The company created a combined payments and loyalty app to provide the coffee chain with the data tools and insight to better engage, reward and retain its customers while they are in-store.

Online Innovation of the YearConvenience store chain Nisa innovated online by introducing news technology into the supply chain. Its bespoke Direct to Store system provides a portal where suppliers can list their product ranges, along with an order portal for retailers to place orders quickly and efficiently.

Technology Project of the YearSwinton Group’s implementation of the NICE Workforce Management solution was deemed to be the best technology product by the judges. The project led to significant cost savings, improved visibility within the organisation and increased staff engagement by simplifying the contact centre.

In-Store Technology of the YearExpanding into the retail sector, the launch of Panasonic Business’ knowledge and service hub was deemed a worthy winner. The Retail Strategic Business Unit helped develop the Automated Shelf Monitoring Solution, which combines CCTV, geo-located digital price tags and video analytics to provide real-time automated out-of-stock detection.

Mobile Solution of the YearSlyce bagged this award for its work with fashion brand Tommy Hilfiger in developing TommyNow Snap – the first mobile app built entirely around visual commerce. Customers can now take a photo of any item in-store, in an ad, or on the street and shop for it instantly.

Online Solution of the YearCustomer journey optimisation specialist Yieldify was awarded in this category for the development of its Conversion Platform, which makes it easy for marketers to deliver targeted messages to e-commerce shoppers. The company has now delivered over 50,000 campaigns for the likes of Marks & Spencer, Dominos, L’Oreal and Anthropologie.

THE WINNERS

Online Innovation of the Year

Technology Project of the Year

In-Store Technology of the Year

Mobile Solution of the Year

In-Store Innovation of the Year

Online Solution of the Year


Multi-Channel Solution of the YearIn a fiercely-contested multi-channel field, Data Clarity won out for helping retailers connect systems and find value, from the supply chain right through to the end customer. The judges said the company identified a gap in the market for an innovative extraction and categorisation tool to unify disparate data.

Mobile Technology Vendor of the YearPicking up its second award of the evening, Yoyo’s basket-level data insight technology was adjudged to have helped retailers move from transaction to consumer interaction and, ultimately, increased sales. The past 12 months saw the company move onto the UK High Street, gain 700,000 users, process 20 million transactions, and reward users with 2.7 billion loyalty points.

Online Technology Vendor of the YearTackling the issue of online fraud, Risk Ident’s technology helps retailers make smarter decisions and minimise the grey area between transaction being accepted or declined. Using artificial intelligence and machine learning, the company’s products are capable of automatically analysing millions of transactions, identify patterns and accurately pick out fraudulent transactionsin real-time.

Multi-Channel Technology Vendor of the YearThe third vendor category saw Bleep pick up the award for designing, manufacturing and supplying point of sale solutions that innovate. Over thepast year, the company has provided systems to some of the largest eventsin the UK: Formula 1, the Open, Glastonbury, Wimbledon and Ascot.

Delivery Initiative of the YearSalmon and Satalia’s work with DFS won through in a strong category for its unique last-mile home delivery solution and mobile app. Utilising machine learning to optimise the routes and schedules of thousands of orders every day, the system improves customer satisfaction and creates cost savings with every sofa delivered.

Retail Security Initiative of the YearSafeguarding over 2.4 billion online transactions every year, The Chargeback Company convinced the judges that its proposition was the best retail security initiative of the year. Over the last 12 months, it helped retailers boost revenues by 3.4 per cent and gain over £5 million through new recovery options.

THE WINNERS

Mobile Technology Vendor of the Year

Online Technology Vendor of the Year

Multi-Channel Technology Vendor of the Year

Delivery Initiative of the Year

Multi-Channel Solution of the Year

Retail Security Initiative of the Year


Startup Company of the YearDespite a headcount of just two, LoyalFree took home the startup award for its local loyalty mobile phone app. Working with retailers and authorities to help the High Street thrive and customers get a better shopping experience, this entry was judged to be using technology for good.

Best Use of Augmented or Virtual RealityOut on the bleeding edge of retail technology, Activity Superstore demonstrated its capabilities by using the latest virtual reality technology in Debenhams stores across the UK. This ‘retail theatre’ gave gift buyers a taste of the experience their loved ones would receive through immersive 360 degree films.

Most Disruptive Retail TechnologyShaking things up in its sector, Brisqq’s claims to be revolutionising urban logistics in London convinced the judges. The company’s technology connects customers with a pool of crowdsourced couriers to enable same day and future day delivery in one-hour timeslots of their choice.

Best Customer EngagementIn a hotly-contested category, Hilton shone through for doing things at scale. With more than 71 million members, the Hilton Honors customer loyalty program offers hundreds of ways to earn and redeem points, combine them to help friends and family, and pause the programme without losing out.

Retail Charity Partnership of the YearLots of retailers do the right thing, but Sue Ryder’s partnership with K3 Retail saw them combine charity with technology to achieve more. The partnership implemented a new warehouse management solution and point of sale systems, along with an in-store lottery which is expected to earn the charity more than £1 million a year.

Payments Partnership of the YearA three way partnership took the prize in this category, as TruRating linked up with Ingenico to help JD Sports improve its ratings system. TruRating’s solution, integrated into Ingenico’s platform, has set the standard for how merchants should evaluate their performance, trial initiatives and hone their marketing.

THE WINNERS

Best Use of Augmented or Virtual Reality

Most Disruptive Retail Technology

Best Customer Engagement

Retail Charity Partnership of the Year

Startup Company of the Year

Payments Partnership of the Year

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WITH THANKS TO OUR SUPPORTERS

Retail Partnership of the Year (In-Store)Bünting Group and Relex got the nod for in-store partnership of the year, with the latter helping the former to overhaul its supply chain technology. The German grocery chain introduced advanced demand forecasting and optimised its delivery logic, cutting both spoilage and fleet costs.

Retail Partnership of the Year (Online)The best partnership in e-commerce was deemed to be Dressipi helping Wallis to provide a personalised online shopping experience. Customers can now create a fashion profile and access a differentiated experience on Wallis’ website – delivering personalised outfits and lowering return rates.

Retailer of the YearThe overall retailer of the year went to Aldi, for achieving impressive growth through innovative means. Since the launch of a new e-commerce platform in 2016, the supermarket chain has kept on developing its digital offering, connecting online and in-store more seamlessly than ever.

Outstanding Individual AchievementSophie Hainsworth and Jason Nesbitt from LoyalFree came back onstage to collect the individual achievement award for the phenomenal growth of their fledgling company. For exploring a gap in a competitive market with tech skill and marketing savvy, this dynamic duo deserve a great deal of credit and have a bright future ahead of them.

Overall Winner After taking the first award of the night, Caffè Nero and Yoyo were up again as their entry was deemed the best overall. It had all the elements our judges were looking for – technological innovation, customer focus and demonstrable results.

THE WINNERS

Retail Partnership of the Year (Online)

Retailer of the Year

Outstanding Individual Achievement

Overall Winner

Retail Partnership of the Year (In-Store)


THE JUDGES

Dominic AllonbyChief Executive, FruugoDominic has spent the past 15 years building online marketplaces. In 2012 he led the management buy-out of Finland-based global marketplace Fruugo.com, which was founded by the chairman of Nokia. Now headquartered in the UK and operating in 32 countries around the world, Fruugo’s revenue growth has accelerated to an average of 140 per cent a year across the last four years.

Gerald DawsonFinance Director, ForthgladeGerald is the Finance Director at Forthglade Foods, having previously been the Finance, Operations and E-commerce Director at clothing brand Weird Fish. Prior to joining Weird Fish in early 2014, he worked with a number of fast-growing consumer businesses. These included Amazon, as it built from a £100 million to a £650 million business in the UK, and Long Tall Sally, where Gerald helped to develop international operations via both acquisition and organic growth.

Claire JoelHead of IT (Business Change), ReissClaire is currently Head of IT (Business Change) at Reiss, after moving from being Head of IT for the French Connection Group, where she had responsibility for the overall strategy and support of group IT functions

and the associated business systems. Claire has more than 15 years of retail IT experience, and prior to working in retail she was a management consultant to the pharmaceutical industry. Her tech experience spans multi-channel business and includes wholesale, retail, mail order and online, as well as the support services of warehousing and �nance.

Sharon PetersHead of IT Business Solutions – Food Programmes, Marks & SpencerSharon has over 20 years’ retail experience across stores, operations, supply chain and programme management. Her career started in Marks & Spencer stores, where she progressed to become a manager in the Marble Arch branch. Sharon then moved to Gap to work in retail IT project management before taking a role as a management consultant for Accenture. She returned to Marks & Spencer in a business unit role, then moved into retail systems programme management for 10 years. She set up and led a new department of international supply chain operations, before moving back into IT to head up a portfolio of delivery programmes across the food group.

Nadine ShararaE-commerce Director, Revolution BeautyNadine started her career in retail at

Ben Sherman in 2002 in a marketing role, and has risen to the upper echelons of e-tail in the years since. With over ten years’ e-commerce experience across a number of blue chip retailers working both client-side and supplier-side, she now specialises in helping retailers maximise online and o�ine trading opportunities through cross-channel integration. In 2015, Nadine took up the position of E-commerce and CRM Director at Moët Hennessy, before joining Hobbs as its Customer Director at the end of 2016. Earlier this year, she joined Revolution Beauty as its E-commerce Director.

Merlin StoneManaging Director, Merlin Stone Merlin is one of the UK’s leading consultants, researchers, lecturers and trainers in marketing, customer insight and customer management in real and digital environments. He is an Honorary Life Fellow of the UK’s Institute of Direct and Digital Marketing, which he helped found, and was awarded their Derek Holder Lifetime Achievement Award in 2015. He has held senior posts and professorships at several universities, but has now retired from full academic work, giving occasional lectures, and is now a Visiting Professor at Portsmouth and Oxford Brookes Universities.


The “very strong results” achieved by retail planning technology

company RELEX in partnership with German supermarket operator Bünting Group won over the judges in this year’s awards, in what was described as a very competitive category.

Bünting, a major presence in north-western Germany, turned to RELEX for supply chain technology and expertise when it overhauled its operations, worth €1 billion annually. Previously it couldn’t account for seasonal � uctuations, price elasticity or weather in its replenishment.

RELEX worked to forge a close relationship while redesigning the grocer’s operations, introducing advanced demand forecasting and optimising its delivery logic. Both spoilage and � eet costs were cut by 23 per cent and inventory reduced by almost a � fth.

Bünting needed a � exible solution that it could adapt and develop without having to rely on external support as its businesses evolved. It also wanted the calculations behind forecasts and order proposals to be completely transparent. RELEX’s supply chain solution met all these requirements and its handling of fresh produce exceeded the initial brief.

The two teams introduced weekday-speci� c order parameters, with inbound deliveries - previously split into ambient and fresh goods - combined so the � ow of goods was

smoothed. Rather than nine weekly deliveries, stores now receive six and no longer have to rely on agency sta� . It also evened out delivery peaks and troughs ahead of events like Christmas and Easter. Savings on � eet costs have been drastic and paid for the project several times over.

The close collaboration between the teams was noted by judges, with RELEX’s ‘customer is a friend’ principle key to ensuring project success. RELEX engineers and project leaders work very closely with the customer’s IT and supply chain teams to understand fully its business and help realise its goals.

“It’s clear that this working relationship has worked out - there’s a cultural � t that’s made the technological and practical aspects run smoothly - and the very strong results speak for themselves,” commented the judges.

Managing director at Bünting, Helge-Christian Eilers, commented: “To receive this award for our partnership with RELEX, and especially our e� orts in realising our customer’s needs for a responsive supply chain, is a great honour.”

RELEX co-founder and chief executive Mikko Kärkkäinen agreed, adding: “It’s no coincidence that the RELEX and Bünting teams forged a close bond, they constantly inspired one another to push back the boundaries of what was possible and together they achieved impressive results.

“If there’s a lesson here for other businesses, it’s that supply chain is a key battleground for modern retailers,” he added. “It’s not just an opportunity to become more e� cient, but also to innovate and create competitive advantage that customers will appreciate � rst-hand.”

Retail Partnership of the Year (In-Store)

Bünting Group & RELEX

WINNERS’ S PROFILE


The judges awarded the Retailer of the Year trophy to Aldi, which has

seen remarkable growth in the past few years to become the �fth largest supermarket in the UK – overtaking the Co-op in 2017.

The retailer’s long-term strategy was to combine award-winning quality with low prices, making the products available to as many people as possible – particularly those who are not located near a store.

In 2016, Aldi launched its e-commerce platform with an initial transactional range covering wine and non-food Specialbuys. In the last 12 months alone, Aldi has seen exponential developments to its digital o�ering, making it integral to the success of the business.

Following forensic analysis of the market, Aldi adopted a mobile-�rst design approach to its e-commerce o�ering, which was designed speci�cally to attract new customers, support physical stores with an omnichannel presence and maximise e�ciencies to better compete with more established competitors.

2017 saw the retailer implement a number of advancements to its e-commerce strategy. Aldi doubled its product quantities for the Christmas period, providing everyone in England, Scotland and Wales with access to a wide range of exclusive festive products – which as a result, internal sales highlighted that two out

of three of consumers who purchased a Christmas food hamper had never shopped online with them before – supporting the drive to attract new customers.

The online delivery service was extended to large items, which had previously only been available in-store. This enabled Aldi to introduce a number of online exclusive Specialbuys, including a Paddleboard and a portable drinks fridge.

Aldi also re-launched its mobile shopping app, which focused on Specialbuys and wine – providing customers with the ability to see and purchase upcoming Specialbuys before the main website. Data shows that users of the app open it four times more frequently than the website, further demonstrating its value and importance in building loyalty.

Retailer of the Year

Aldi

“At Aldi we constantly strive for technological excellence and innovation and we’re incredibly proud to have won Retailer of the Year. Our eCommerce platform launched in 2016 and since then it has gone from strength to strength. We’ve seen huge developments to our digital o�ering and it is now an integral component to the continued success of the business, so it is fantastic to be recognised in this way.”David Barter, Managing Director of National IT at Aldi

WINNERS’ S PROFILE


The Chargeback Company picked up the Retail Security

Initiative of the Year award for its combined fraud detection and human forensics technology, which is based on years of risk management experience and hands-on involvement in the global card-not-present environment.

The firm uses its Intelligent Source Detection technology (ISD) to create a customised, comprehensive solution that is capable of adapting to fit around existing infrastructure and individual needs. ISD is the only product on the market to accurately identify true chargeback causation, proving its worth for retailers aiming to rein in costs lost to fraud.

The Chargeback Company believes that retailers are focusing on data breaches - a natural reaction following numerous high-profile companies falling victim to cyber criminals in the past 12 months - but they are still failing to identify their greatest threat: friendly fraud and chargeback fraud.

The company’s dedication to this strain of fraud, combined with its success in creating bespoke solutions to combat it, were recognised with this win. The judges noted that in addressing the often overlooked area of friendly fraud, the company “is making great strides” in this sector, diversifying itself from some strong competition.

Key to The Chargeback Company’s

offering is how it gathers and processes data from any resource to identify trends and patterns in payment data. Its Enriched Alerts Service signals transaction refunds so retailers can prevent a chargeback through digital remedy or cancellation confirmation. The data-driven results, tailored to each client, reveal whether an automatic refund is required, or they should pursue alternative ways to reconcile a flagged transaction.

Meanwhile, Error-Risk-Threat notifications work in the background the spot potential oversights that are directly linked to chargeback claims. They eliminate everything except cases caused by friendly fraud. For those, The Chargeback Company use a team of experts to compile detailed and fully compliant dispute documents.

Within the last 12 months, The

Chargeback Company has helped retailers increase revenues by 3.4 per cent; recovered more than £24.6 million; lowered an acquirer’s chargeback and representment expense by more than 10x; and reduced one UK issuer’s operating expense by £12.4 million.

The Chargeback Company’s chief information officer and co-founder Monica Eaton-Cardone explained that they aim to help retailers create a solid platform for growth by shielding them from unnecessary and fraudulent payment disputes.

“But we’re not stopping there – we want to bolster the whole industry’s dispute process to create a safe, unified sector that isn’t crippled by deceit,” she continued, adding: “It’s truly an honour to be rewarded for our risk defence, management and mitigation efforts.”

Retail Security Initiative of the Year

The Chargeback Company

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