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Store Of The Future 2016: Department Stores

  • ID: 3715524
  • Report
  • Region: Global
  • 122 Pages
  • ResearchFarm Ltd
1 of 3


  • Apple
  • Galeries Lafayette
  • Hudson’s Bay Company
  • John Lewis
  • Marks & Spencers
  • Pets@home
  • MORE
Store of the future 2016 - Department stores is part two of our Store of the future series. The report offers a range of solutions and case examples on how department stores can combat the threat from online and specialists (from fast fashion to luxury players). As it stands department stores have a lot of work cut out to reinvent themselves.

Apart from a dedicated chapter on clientele, this report outlines six possible solutions employed by the most innovative department stores right now:

- flexible and new uses of redundant space,
- how to get concessions just right,
- innovative in-store technology,
- in-store hospitality 2.0,
- radical click & collect,
- vertical integration.

Each section features real life, practical case studies of the best department store operators, sharing key learnings and pointing out pitfalls to avoid.

While these solutions cannot guarantee success in every single case, they will greatly help department stores to regain the initiative.

The threat from e-commerce, fast fashion players and the expertise of leaner, nimbler and hipper boutique retailers can be countered.

In the end there will be winners and losers, but the department store is certainly not consigned to history.
Note: Product cover images may vary from those shown
2 of 3


  • Apple
  • Galeries Lafayette
  • Hudson’s Bay Company
  • John Lewis
  • Marks & Spencers
  • Pets@home
  • MORE
Executive summary: Department stores 2016
Data Analysis: Leading department store operators
Data analysis: global Top 10, sales, stores, space, sales densities 2015
Data analysis: US domination, Macy’s digital strategy
Data analysis: Macy’s digital strategy, Sears investment boost
Data analysis: delivery expansion for Kohl’s, M&S and JC Penney sales densities
Data analysis: JC Penney’s Apple experiment fails, John Lewis’s USP
Data analysis: El Corte Ingles’ huge stores, Isetan-Mitsukoshi’s sales per outlet
Flexible space and new formats: Driving customers back in
Flexible space and new formats: department stores must specialise
El Corte Ingles: Deconstructing the department store
El Corte Ingles: fashion spinoff stores
El Corte Ingles: offshoot stores to support flagships? Two hour delivery launch
El Corte Ingles: two-hour delivery launch
Printemps: Pop up store
Printemps: toy pop up shop, interactive windows31 Printemps: balancing history with the future
Debenhams: Restoring value perception
Debenhams: cutting back on promotions, improving space productivity
Debenhams: upselling to store customers, benefits of concessions
In store concessions: Tinkering around the edges
Concessions: the solution to the dead space problem
Galeries Lafayette: Modernising a century old institution
Galeries Lafayette: Disney and Star Wars for Christmas, Nespresso concession
Galeries Lafayette: Etsy tie-up, Ambitions 2020 rebranding plans
Galeries Lafayette: flagship refurbishment, Japanese tourists staying away
Nordstrom: Customer-centricity
Nordstrom: Shoes of Prey concession adds new level of digital interaction
Nordstrom: Trunk Club’s role in the business, welcoming online pureplays
Nordstrom: leader in customer engagement
John Lewis partnership: Tweaking the business model?
John Lewis: new direction for John Lewis with Finery link-up?
John Lewis: &Beauty concept store opens in the new Birmingham flagship
John Lewis: £2 click and collect charge introduced. Smart or stupid?

In store technology: Bridging online and offline
In store technology: vital for survival
Myer: Omnichannel reform
Myer: solution driven shoes app, ‘storybook’ store format
Myer: improved customer service at flagships, brand overhaul
Myer: pressure to deliver
Hudson’s Bay Company: Planning Saks Fifth Avenue’s future
Hudson’s Bay Company: facial recognition and biometrics tech in Toronto store
Hudson’s Bay Company: Gilt Groupe acquisition and integration
Hudson’s Bay Company: Kaufhof acquisition and concession plans
Hudson’s Bay Company: no store closure plans, restructuring buying, investments
Hudson’s Bay Company: category adjustments, store plans, online ambitions
Hudson’s Bay Company: Kaufhof’s grocery strategy, financials
In store hospitality: Harvey Nichol’s hotel concierge model
In store hospitality: pampering the shopper
Harvey Nichols: Flagship relaunches
Harvey Nichols: blending technology with hospitality
Harvey Nichols: luxury hotel experience, virtual reality to tempt customers in
Harvey Nichols: hospitality puts the customers first, new men’s department
Harvey Nichols: classy touch to new men’s department
Click & collect: Attracting online customers into stores
Click & collect: the most powerful tool to drive footfall
House of Fraser: Click & collect pioneer
House of Fraser: dedicated click & collect stores with mixed results
House of Fraser: Edinburgh’s top floor click and collect service
House of Fraser: customer data influences click & collect strategy, Caffe Nero
House of Fraser: shoppable windows, digital mannequins
House of Fraser: ’Scan and Explore by HoF’
Vertical integration: Expanding private label
Vertical Integration: new business model for department stores
Isetan Mitsukoshi: In-house women’s shoe range
Isetan-Mitsukoshi: Number Twenty-One range
Isetan-Mitsukoshi: creation of a shoe-making firm
Isetan-Mitsukoshi: robot assistants
Isetan-Mitsukoshi: internationalisation of flagship, duty-free store
Marks & Spencers: Integrating its own web platform
Marks & Spencers: Financials, strong food division versus weak non-food division
M&S: still grappling with the move away from Amazon
M&S: clothing and homeware sales fall
Strategy: Clienteling – the do’s and don’ts
Clienteling: following the customer
Clienteling: the introduction of big data into bricks and mortar
Clienteling: single inventory view and an endless aisle solution
In store: digitising shopping, state of play
In store: Apple Pay and beacons underwhelming so far, more promise from clienteling
Challenges: What data to use and how much to use?
Clienteling: possible solutions
Clienteling: algorithm driven recommendations, tiered proposition
Clienteling: thoughts
Clienteling: beyond footfall, big tickets optimal, recommendation engines
Clienteling: the challenge
Clienteling: words of warning
Best practice case example: Apple
Clienteling: more on Apple stores successes
Where has clienteling worked?
Clienteling: the Pinpoint app
Where has clienteling worked? Cloudtags
Clienteling: the cloudtags solution
Best practice case examples
Clienteling: Pets@home, Schuh
Outlook: Don’t give up on department stores yet
Outlook: Store of the Future 2016

Table 1: global Top 10, sales, stores, space, sales densities 2015
Note: Product cover images may vary from those shown
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4 of 3
- Apple
- Debenhams
- El Corte Ingles’
- Galeries Lafayette
- Harvey Nichols
- House of Fraser
- Hudson’s Bay Company
- Isetan Mitsukoshi
- JC Penney
- John Lewis

- M&S
- Macy’s
- Marks & Spencers
- Myer
- Nordstrom
- Pets@home
- Printemps
- Schuh
Note: Product cover images may vary from those shown