Our 3rd annual Retail Big Breakfast, Rory (GM- Strategy at Super Retail Group) discusses the key shifts in retail.

1. BIG BREAKFAST:
RORY STRATEGY
#retailoasis
GENERAL MANAGER, GROUP
STRATEGY AT SUPER RETAIL GROUP

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STRATEGIC SHIFTS AND GROWTH

3. HOW ARE BUSINESSES
CONTINUING TO GROW?

4. THE UNDERPINNERS THE ENGINE
• Seek to understand the
customer
• Help them achieve their
personal goals
• Optimal efficiency and
rigorous measurement
• Profit is still a goal
• The best engines might be
complex to make but are
simple and elegant to use

5. THE BIG SHIFTS

6. generation
technology
retail
environment
boomers millennials
capitalism conscious capitalism
ecosystems
start-up
omni
big box

7. UNDERSTAND PURPOSE
Purpose sets your world, it should be where you and your
customers agree to play. It’s as wide as you want it to be -
provided you operate with authenticity and permission

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11. NORDSTROM'S COMMITMENT
In store or online, wherever new opportunities arise, Nordstrom
works relentlessly to give customers the most compelling
shopping experience possible. The one constant? John W.
Nordstrom's founding philosophy: offer the customer the best
possible service, selection, quality and value.

12. NORDSTROM FOCUS
Trunk Club
Nordstrom Cares
One on one customer communication
Accelerator models

13. DRIVE SUSTAINABILITY
Sustainability is about paying attention to community standards and
then choosing to lead or when to participate in the related changes
Your customers would prefer you be responsible than give them a
loyalty program
Waste is a key concern, from plastic in landfill to unutilised assets, find
a way. Be consistent with your own brand and reputation
Don’t greenwash!

14. from: take to: give
take a position
share-holder oriented stakeholder alignment (SPICE)
create a purpose
sell a product promote a higher ideal
do business with anybody
(demographic)
do business with ‘believers’
(psychographic)
CSR responsible business
CREATING A LARGER BUSINESS SHIFT:

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16. BE LOCAL
The cookie cutter doesn’t help your customer enjoy your company
Recognise you are part of the community you are located within
Customers remember difference and effort

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18. BE PERSONAL
Don’t shout, have a conversation. Your customer will answer your questions for
as long as you show you are listening. Customise where you can
Listen, you might learn something

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20. DON’T CARRY STOCK, CARRY SOLUTIONS
Talk to your customer, would they exchange ‘possibly have it now’ for
‘certainty at an agreed time’. Endless aisle is endlessly irritating
Offer services to help both of you

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Trunk Club
Bonobos

22. ‘channels are a language retailers
speak to justify what they’re spending
on IT. It’s not understood by the
customer’
Sir Charlie Mayfield, Chairman, John Lewis Partnership

23. WHAT THIS MEANS:
leverage
creator
consumer
engage with
the consumer
before store
or purchase
embrace the
changing role
of the store

24. BEING LOVED IS KEY AND
MEASURABLE