Future Of Retailing Online

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Future Of Retailing Online
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Meet The Panelists

• Pierette Kelley, VP and GM, CVS.com
• Randy Ronning, EVP, QVC.com
• Ken Seiff, Founder Former CEO, Bluefly, Inc.
• Kate Delhagen, Strategic Planning Director, Nike,
  Inc.

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US Households Shopping Online
50
40
US households
30
(millions)
20
10
0
A
c
tual
F
o
r
ecast
2007
2006
2005
2004
2003
2002
2001
2000
1999
1998
2008
2009
US households
39.8
38.4
37.4
36.8
35.6
34.2
32.1
28.8
23.3
10.1
41.9
44.7
shopping online
P
e
r
c
e
n
tage of US hous
e
-
35.8
34.9
34.4
34.1
33.4
32.4
30.8
27.9
22.8
10
37.3
39.3
holds shopping online
Source Forrester Research, US eCommerce 2004 To
2010, July 2004
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US Online Retails Growth Forecast 04 to 10
billions
Source Forrester Research, US eCommerce 2004 To
2010, July 2004
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Consumers frequently cross channels to shop
Have you researched a product online and
then purchased the product offline in the past
three months?
Have you ever researched a product online and
then purchased the product offline?
Yes
No
No
Y
es
51
49
35
65
Base US online consumers who have researched
online and purchased offline
Base US online consumers
Source Forrester Research, September 16, 2004,
Best Practices Multichannel Retailing Best
Practices
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Cross-channel shoppers are valuable customers
Cross-channel shoppers
Online shoppers only
Online at least monthly
Have broadband at home
Online tenure (years)
eCommerce tenure (years)
Made purchase online in past three months
Amount spent online in past three months (US)
Technology attitude
Base US households Source Forrester Research,
September 16, 2004, Best Practices Multichannel
Retailing Best Practices
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CVS
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QVC
10
Bluefly
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Nike
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Examples
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Thank you
kate.delhagen_at_nike.com
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Discussion catalysts

• Do you agree that its a mad, mad, multichannel
  world?
• What will the role of your Web site be in 3-4
  years?
• What will the role of other consumer technologies
  phones, TVs, etc. be in the X Internet world?
• How will your customer experience change with the
  ongoing shift to multichannel retail?
• What experience innovations are you working on?
• Who else do you think is using the Web to set the
  bar for future customer experiences?
• Whats your biggest worry about the future of
  online retail?