1. Retail Outlook 2010
How mobile apps and social
networks are transforming retail
February 10, 2010
DeloitteCanada is on Twitter #RetailOutlook

2. Retail Outlook 2010
• Retail trends
• The social media revolution
• Panel discussion
• Closing
DeloitteCanada is on Twitter #RetailOutlook

3. Retail trends
2008 2009 2010
Convergence of
Changing nature Preparing for
social networks
of retail economic recovery
& mobile apps
• Social responsibility • Shopper marketing • Resetting customer
• Adapting to volatility • Cost reduction behaviour
• Customer experience • Customer values • Social networking and
retailing
• Growth shifts away • Differentiation
from North America • Rationalizing assortment
• Shifting global landscape
3 DeloitteCanada is on Twitter #RetailOutlook

4. The social media revolution
http://www.youtube.com/watch?v=sIFYPQjYhv8
4 DeloitteCanada is on Twitter #RetailOutlook

5. Retailers will need to increase the
number of customer touch points
Customer centric/
multi-touch points
Location-based
Potential return / payoff
services
Mobile Apps
Mobile
Websites &
Tags
Social
Networking
Complexity / Cost
Source: Deloitte analysis
DeloitteCanada is on Twitter #RetailOutlook
5

6. Retailers must have presence on
social networking sites
DeloitteCanada is on Twitter #RetailOutlook

7. Mobile sites and Tags are here
http://www.microsoft.com/tag/content/what/
DeloitteCanada is on Twitter #RetailOutlook

8. Mobile apps are revolutionizing retail
DeloitteCanada is on Twitter #RetailOutlook

9. Location-based services bring the
customers to you
http://cnettv.cnet.com/yelp-iphone-4-0/9742-1_53-50082571.html
DeloitteCanada is on Twitter #RetailOutlook

10. Multiple customer touch points is
IN… Multi-channel is OUT
Web
Social
Retail
networks
Mobile
Traditional Customer websites
& Tags
Customer Mobile
centric / multi- apps
touch points Location
-based
service
10 DeloitteCanada is on Twitter #RetailOutlook

11. Customer centric retail experience of
the future
http://www.youtube.com/watch?v=9AJi2aqPyA0
DeloitteCanada is on Twitter #RetailOutlook

12. Social networks and mobile applications are
transforming retail…Are you ready?
Customer centric/
multi-touch points
Location-based
Potential return / payoff
services
Mobile Apps
Mobile
Websites &
Tags
Social
Networking
Complexity / Cost
Source: Deloitte analysis
12 DeloitteCanada is on Twitter #RetailOutlook

13. Contacts
Brent Houlden
Retail Practice Leader
416-643-8788
bhoulden@deloitte.ca
Jennifer Lee
Senior Manager, Financial Advisory
416-874-3344
jenniferlee@deloitte.ca
Teresa D’Alessandro
Senior Manager, Marketplace Services
416-643-8435
tdalessandro@deloitte.ca
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DeloitteCanada is on Twitter #RetailOutlook