Newsletter Articles: Brian Kilcourse

Retailers Caught In A Crossfire At NRF’16

January 26, 2016

The underlying truth of the last five or six NRF Big Show events, held every January in New York City, is that retailers have lost sight of where and how (and why) consumers shop. In “the old days” before we all had smart mobile devices, consumers generally did almost everything associated with shopping within the […]

Supply Chain Execution: New Requirements To Meet New Demand

December 8, 2015

Consumers have fundamentally broken the serial nature of the retail model with their new digitally-enabled and increasingly mobile shopping patterns. In the past, each and every transaction began and ended in one channel or another – but that is patently no longer true. In response, retailers have accepted that they must offer some form of […]

Five Things To Watch For This Holiday Season

November 24, 2015

There’s no shortage of prognostications about what’s going to happen this 4th Quarter. Going into this season, 3rd Quarter retailer results were pretty mixed, with some big box stores (Walmart, Home Depot) doing well, while some fashion and specialty retailers did not-so-well (Urban Outfitters, Dick’s Sporting Goods). In the UK, the government’s Office for National […]

The Art Of ‘Perpetual Consumer Engagement’

November 17, 2015

Two weekends ago, I was queuing the music program for a horse riding competition in Northern California. The guy sitting in the audio/visual booth next to me was handling the live streaming video of the competition. Suddenly, he let loose with a stream of invective (I’m glad my microphone wasn’t on!) against the Apple iMac […]

Store Labor vs. Customer Service: Collision Course?

November 3, 2015

Last March, my RSR partner Paula Rosenblum published a piece in the Retail Paradox Weekly and Forbes Online proclaiming 2015 to be the Year of the Store Employee. The news of the day suggested that it would indeed be a good year for employees, especially because a growing list of retailers (that included Walmart, TXJ, […]

Why Supply Chain Really Is ‘The Next Big Thing’

October 27, 2015

Last week I had the opportunity to kickoff the Supply Chain track at SAP’s Retail Forum in Miami, FL. At the Retail Forum the SAP Retail team meets with customers to share recent accomplishments, near-term expectations, and long-term vision. Of course, for customers, analysts, and industry press, it’s a chance to hear success stories and […]

TED@IBM: Into The Land Of What May Be

October 20, 2015

Once in a while, it’s good to get away from current-day realities and take a peek at the future. At RSR, the current-day realities we deal with are the same ones retailers face, albeit through the lens of the data that we gather about retailer challenges and opportunities. A couple of weeks ago partner Steve […]

EMV In The U.S.: A Duck and Cover Strategy?

October 13, 2015

American consumers started receiving new credit cards in the mail a couple of months ago from issuing banks, and those new cards featured something very familiar to consumers in every other part of the World: a computer chip. Retailers are well aware of these new EMV (“Europay, Mastercard, and VISA”) cards – or “chip and […]

Buying & Merchandising Summit: On The Cusp Of Big Changes

September 29, 2015

I had the opportunity last week to moderate a day-long summit in London on the state of buying and merchandising processes in Retail. The context for the Buying & Merchandising Summit (developed by Legend Exhibitions, who also produce the annual Retail Business & Technology Expo – “RBTE” – in London) was that merchants need to […]

Dreamforce 2015: Salesforce Puts Retail Into Focus

September 22, 2015

Last week, the Dreamforce 2015 conference in San Francisco swelled the city’s population by almost 20%, with 160,000 attendees wandering the streets of the city looking for the next session. The “City” (think: rock band Journey’s famous chorus, “when the lights go out in the Cit-ay!”) was so packed with people that Salesforce rented a […]

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