Retail

Retail supply chain software for enhanced supply chain efficiency, encompassing warehouse & transportation solutions, inventory control, and strategic/planning modules.

What’s in Store for Retail in 2019? Manhattan Associates Makes its Top 5 Predictions

Shoppers becoming ever more demanding and retailers under pressure to deliver the seamless service experience consumers crave

23-Jan-2019
Craig Summers (pictured)
UK Managing Director, Manhattan Associates
What’s in Store for Retail in 2019? Manhattan Associates Makes its Top 5 Predictions
With shoppers becoming ever more demanding and retailers under pressure to deliver the seamless service experience consumers crave, Manhattan Associates, Inc. (NASDAQ:MANH) has identified five key themes it believes are set to dominate the retail agenda in 2019:
  1. Holistic Customer Experience Management 
  2. Expansion of Omnichannel Fulfilment Strategies 
  3. Making Ship from Store Profitable 
  4. IoT Enters the Store with RFID Leading the Way 
  5. Smart Returns Management 

“As consumer expectations rise, new innovations emerge, and geo-politics cloud economic conditions, the pace of change in retail in 2019 will continue to accelerate with profound implications for the way retailers connect with their customers,” commented Craig Summers, Managing Director, UK, at Manhattan Associates. “We see five key trends that are likely to influence the retail scene and shape retailer strategies in the coming year.”

1. Holistic Customer Experience Management
Creating exceptional shopping and service experiences is fast becoming the key to retail success. However, many retailers fall short when it comes to offering this because they can’t effectively manage a customer journey through every touch point, both physical and digital. In 2019 we will see retailers invest to bridge this gap and embrace tools and technologies that have not only been specifically designed for the complexity of modern commerce but enable them to really listen to their customers. This new era of customer engagement will allow associates – in the store and in call centres – to have actionable customer insights at their fingertips; offering better service and ensuring customer loyalty. But retailers cannot forget the growing population of digital natives, young buyers who look for self-service options online first. Whether in the contact centre, the store or online, leading retailers in 2019 must be able to engage anywhere.

2. Expansion of Omnichannel Fulfilment Strategies
The ‘buy anywhere / deliver anywhere’ expectations of today’s omnichannel shoppers may just make 2019 a ‘make or break’ year in the history of retail. For retailers without the means or commitment to embrace omnichannel commerce, the future is becoming bleak. For those who have started down the track, a continued devotion to delivering on the customer promise will be required to have a shot at survival. Retailers must become committed to being able to fulfil anywhere in 2019.

The warehouse will become a critical enabler, as retailers look beyond the store and recognise that the warehouse will be critical to support omnichannel commerce. The ability to process wholesale and store replenishment wave processes simultaneously with consumer-direct wave-less processes becomes critical in the time and cost constrained world of unified commerce. We will also see more retailers implementing advanced automation in the warehouse. The use of robotics in new and existing warehouses is expected to boom and the ability for these new technological resources to work with inventory awareness effectively, alongside human capital, is key. For many, the mindset has often been man versus machine, however, if retailers want to future-proof their warehouse in 2019, they must look to the synthesis of man and machine to drive growth and efficiency.

3. Making Ship from Store Profitable
The retail store network should be an advantage against the large, online market-places. However, store fulfilment duties, along with customer service and selling is a major challenge for store associates. As such, stores are, in many ways, more complicated than a distribution centre, so the traditional ‘closest location’ sourcing logic doesn’t work when hundreds of stores are added to the network. The good news is, the latest omnichannel technology is making ship from store a sustainable, more profitable part of retail's new normal. Where store associates are equipped with intuitive and responsive apps that guide them through tasks across multiple orders, allowing them to easily pause and resume, fulfilling orders quickly during periods of downtime becomes a practical reality. Additionally, an order management system that learns in real-time, and understands not only location and hard parcel-shipping costs, but understands markdowns, closeouts, in-store labour capacity, and more, means ship-from-store can be done efficiently and profitably for retailers investing to fulfil anywhere.

4. IoT Enters the Store with RFID Leading the Way
Inventory accuracy within the store has traditionally been a huge challenge for retailers, as items tend to move within the store, as they are left in changing rooms or returned to stock in the wrong location. As retailers accelerate the rollout of store-based fulfilment options such as ‘click and collect’ and ‘ship-from-store’, it is crucial that they have a high level of inventory accuracy within the store.

As the cost and size of RFID technology drops to a level that allows companies to embed RFID chips into smaller, everyday products, retailers are able to monitor the status of each item of inventory, wherever it is in the store. This level of accuracy also creates better associate experiences, as team members who are locating items for store pickup or shipment can be directed to the exact location of the items needed. Not only does this mean the promises being made to the customer can be delivered faster and more efficiently, it lowers overall costs for the retailer.

5. Smart Returns Management
2019 will be the year when retailers must begin facing the returns bullet. After years of growth in online orders being returned for free and low or no cost shipping putting increasing pressure on margins, expect to see retailers embracing various approaches this year to try and take back control. Modern order management technology can offer an accurate, real-time view of all network inventory, including inbound and received returns, allowing pioneering merchants to begin looking for ways to leverage what is becoming an ever-increasing source of new supply back into the network, in creative ways. In parallel, by embracing online fitting tools that create accurate sizing measurements, providing better merchandise descriptions and offering free return shipping, retailers can significantly reduce the impact of returns on the bottom line. And do not be surprised to see some merchants begin to explore policy changes to try and take back a little ground in the quest to reduce the negative impact to margins created by a growing segment of the customer base who can be considered serial returners.

Replenishment As A Service (RaaS): A New Approach To Customer Retention

Research shows that acquiring new clients is six to seven times more expensive than retaining the ones you have.

Figures reveal mobile pallet could release 600,000 staff hours into UK convenience stores

The figure is revealed in CHEP UK & Ireland’s new guide which assesses the current challenges facing the sector.

Half of UK CIOs & CTOs invest in in-store digital capabilities to replicate the convenience of online services

New research by REPL Group reveals UK retail CIOs & CTOs are investing in up-to-date pricing and quicker payment options in-store.

REPL Creates Workforce Management Function in Microsoft Teams to Drive Employee Engagement

REPL integrate JDA Workforce Management with the Microsoft Teams interface to allow access to almost real-time employee information

Coop Sweden to Improve Availability and Reduce Waste with JDA

Leading Swedish grocery retailer to deploy JDA’s Category Management solutions to allocate space & localize planograms across 800+ grocery stores

Eco-conscious shoppers expect retailers to foot the bill for greener deliveries

Most British shoppers want eco-friendly online deliveries, but six in ten (62%) will not pay any extra for them

Cover Genius delivers for ShipStation’s global merchant network

ShipStation partners with global insurtech to offer merchants customer-centric insurance solutions

Honeywell Helps Apparel Logistics Group Triple Daily Output from its E-Commerce Distribution Center

Honeywell announced agreement to help the retail supply chain services provider via automated material handling solutions.

Bureau Veritas Advises the Food Industry to Lead On Sustainable Procurement As Demand Grows

Record numbers of consumers turn away from firms with a negative environmental and social impact

Boxing smart to slash carriage costs

Over-sized boxes often distresses consumers and at the same time shippers pay excessive charges to ship fresh air.

LC Waikiki Leads the Fashion Pack with Infor

Global Fashion Retailer Invests in Infor CloudSuite PLM for Fashion to Boost Agility and Drive Rapid Growth

Manhattan Associates and Newmine Partner to Advance Unified Commerce

Newmine joins the Manhattan Value Partner (MVP) program of leading supply chain and logistics, inventory, and omnichannel commerce providers.

Meyer adopts new HMRC Customs Declaration Service with Descartes

Meyer, the UK's largest kitchenware supplier and importer, has been one of the first retailers to successfully transition to the new HRMC (CDS)

Four steps to achieving successful demand forecasting

Forecasting remains one of the top three issues suppliers face

Atos to migrate the infrastructure of international retailer Damart to the cloud with Google Cloud

A 6-year contract for digital transformation combining Google Cloud Platform (GCP) and Atos’ Digital Private Cloud platform/

REPL supports BP to drive a global Retail Site transformation programme

New cutting-edge head office, back office and stock management system to operate in thousands of BP retail stores globally

Manhattan Associates and BRP Consulting Work Together to Deliver Next-Generation Unified Commerce Platform

The new partnership to deliver next-generation omnichannel and point-of-sale solutions that aid seamless, holistic shopping experience

Imagination Park Acquires Key Patents for the Augmented Reality Industry

Patent Portfolio Covers Augmented Reality and Location Based Games

IBM comes to offline retailers’ rescue with smart mirror technology in India

IBM is working on smart mirror technology to enhance the shopping experience and facilitate informed decision making for offline retailers

Retail Technology Firm Wins Queen’s Award for International Trade

REPL Group has today been announced as a winner of the prestigious Queen’s Award for Enterprise in the International Trade category.

Zorro Abarrotero Optimizes Space Plans with JDA

Leading Mexican retailer implements JDA Space Planning to enhance information processing and customer experience

Wincanton wins eFulfilment brief for Homebase

Full carrier management service to drive positive customer experience

JDA and Panasonic to Establish Joint Venture Company in Japan

Strategic agreement aims to expand provision of companies’ joint solutions to optimize factory, warehouse and retail digital supply chain operations

Ubamarket partners with Henderson Technology bringing in-store innovation to retailers and shoppers

Ubamarket has announced an innovative partnership with Henderson Technology

Ardene's Store Expansion Supported by Connected Retail Technology

Sensormatic Solutions offers wide range of loss prevention options and insights to address varied needs in more than 375 fast-fashion retail locations

Delivering the Future: FedEx Unveils Autonomous Delivery Robot

FedEx SameDay Bot is an Evolution for Same-Day, Last-Mile E-Commerce Deliveries

Mixed Place integrates Mixed Reality content at two of Europe’s largest retail chains

After completing projects with Billa and Ahold-Delhaize, the company is now preparing to raise $7 million to market its technology globally

Spotlight on traders in retail: AEB hosts global trade business lunch at Retail Week’s LIVE

VIP Business Lunch on Wednesday, March 27, 12.40 – 1.40pm: “Dynamic global trade environments – what’s the key to success?”

Ryder Disrupts E-Commerce Industry by Enabling Manufacturers to Go Direct to Online Consumers

Ryder’s alternative to third-party marketplaces delivers 270% volume increase with 99.9% on-time delivery in peak season for a global manufacturer

What impact has technology had on the way we shop?

Technology and the internet have already drastically changed the shopping industry, but what does the future hold?

Retail spending bounces back in December but UK retailers faced a tough festive period

Retail spending bounced back in the UK in December 2018 after a tough November as GlobalData’s total retail index rose by 11.5 points

New JDA Survey Finds Retail C-Suite Embracing AI and Edge Technologies to Improve Customer Experience

New JDA Survey Finds Retail C-Suite Embracing Artificial Intelligence and Edge Technologies to Improve Customer Experience

Manhattan Associates Elevates In-Store Customer Service with Expanded Customer Engagement Solution

New Enhancements Give Store Associates the Tools They Need to Deliver a Consistently Outstanding Customer Experience

Theatro and Honeywell to Develop Enterprise Wide Mobile SaaS Solutions to Empower the In-Store Workforce

Honeywell to resell Theatro SaaS Services to provide a seamless service experience across Honeywell’s Mobility EdgeTM devices and Theatro’s IoT

Tinyclues Leads AI-first Transformation of Retail Marketing

Retailers using AI have measured on average 79% higher campaign revenue and a 51% increase in customer engagement

Zebra’s Mobility DNA Suite Achieves Oracle Validated Integration with Oracle Retail Store Inventory Management

Unified solutions streamline staff communications, device manageability and improve in-store associate productivity

Showcasing Leading AI and ML Solutions, JDA Predicts “What’s Next in Retail”

JDA will showcase how AI/ML helps retailers reimagine customer experiences featuring RaceTrac, bonprix and Morrisons

PR Agency One appointed to help Dutch retail software expand in UK market

Manchester's PR Agency One has just been appointed to help Omnia Retail, a pricing software for retailers, to launch itself within the UK.

Retailers must 'go the extra mile' to overcome inefficient and unprofitable delivery models

Capgemini global study finds 3 in 4 customers would increase spend and be more willing to try new offerings in return for satisfactory online grocery

JDA and InContext Solutions Partner to Provide the Next Generation Retail Merchandising

Combination of InContext’s mixed reality solutions and JDA’s category management solutions empowers in-store retailers

Christy Sports Selects Jesta I.S.’ Foundational Omnichannel Platform to Support Its Growth

One of the largest winter sports specialty retailers in the U.S. implemented Phase One of Jesta I.S.'s end-to-end foundational retail suite

itim presents its pricing and promotions software for retailers

UK retail software vendor, itim, is launching new cloud-based pricing and promotions software in 2019.

Atheon Analytics announces SKUtrak Developer: custom visual data analytics service package

SKUtrak® Developer unlocks advanced business insight by combining retailer and supplier data sources delivered through best-practice visual analytics

Simple driverless transport for quick retail returns

An online retailer’s profitability will stand or fall on having time- and cost-effective returns management.

Retail Stores Still Important for Holiday Shopping Experience

In-store shopper numbers for Black Friday week saw year-over-year improvement

Retail supply chain management and the rise of fast fashion

From the incredible pace of turnover in style trends to the excess waste it produces, today’s fast fashion phenomenon is a controversial topic

Discerning shopping tastes of younger generation around Black Friday revealed

69% of younger shoppers expect customer service to improve during the period, highlighting a desire for a positive experience

Christmas From the Couch: Why Retailers Should Pay Attention to ‘Sofa Sunday’

The Day Before Cyber Monday Plays an Important Role in Influencing Consumers’ Holiday Shopping Behavior