Canadian Retailer - Holiday 2013 - 35

BY WILLY KRUH, Global Chairman, Consumer Markets, National Leader,
High Growth Markets Canada, KPMG
We enjoyed a candid discussion with this
year's roundtable participants concerning the
ways they are coping in this technology-driven
environment, sharing their insights about
numerous topics ranging from e-commerce to
omnichannel, from their online strategy to instore innovations, from consumer behaviour to
customer service to incorporating social media,
and even how to leverage big data and analytics to drive business decisions. Regardless of
the challenges and changes they face, all attendees offered exciting insights regarding their
strategies for future success, and an optimistic
outlook for retail in Canada. The addition of
Google to the roundtable added to the discussion, and clearly speaks to the reality of today's
world, where retail and technology converge.
After having the privilege of hosting this
year's roundtable with such an accomplished
and talented group of executives, and hearing
their thoughtful insights, I would confidently
suggest that all would agree with the words of
the late Steve Jobs when he said, "Innovation
distinguishes between a leader and a follower."

THE RETAIL LANDSCAPE has evolved considerably over the
past couple of years, with a number of factors contributing to
these impactful changes, which include: the global economic
downturn, globalization and the emergence of new markets, and
increased foreign competition. But, perhaps the greatest changes
we have seen in this industry are those driven by technology.
The rise of e-commerce, the digital shelf, and the shift from
multi to omnichannel retail-all of which have armed today's
consumer with access to information gathered from sources like
Google, bloggers, YouTube, Facebook, and Twitter. Via their mobile devices, today's tech savvy consumer is significantly better
informed, and far more knowledgeable about the products they
are purchasing. This new consumer is leveraging technology
to their benefit, radically altering their shopping habits and the
business of retail. They now demand price transparency, choice
of delivery and alternate methods of payment, and all this via
their mobile devices and in 48 hours or less. Time strapped consumers want service, quality convenience, and choice, and they
want it 'now'. These technological disruptions are occurring at
such an accelerated pace, it's proving a challenge for some retailers to keep abreast of these rapid changes. Yet their continued
success and growth depends on it. Innovation and agility have
now become critical differentiator's for those retailers who want
to compete in this dynamic new environment.
In 2012, Canadian retail saw an estimated $21.45
billion in e-commerce sales, up from $15.3
billion in 2010. By 2016 that number is expected
to increase to upwards of $35 billion."
-Canadian Retailer Magazine, Summer 2013
issue, "The rise of E-commerce in Canada".

More than 88% of Canadian's
use the Internet, and 78% have
made an online purchase.
-White paper published Feb 2013,
entitled "Online Shopper and Buyers."

As of 2012, Facebook
had over 1 billion active
users and Apple sold
over 58 million iPads.

1 in 3 Anglo-Canadians
won't let a single day go
by without checking their
social media feeds.

-KPMG in Canada report

-Media Technology monitor,
Maclean's April 2013.

2013 RCC-KPMG ROUNDTABLE PANEL

Willy Kruh

Terry Beauchamp

Charles Brown

Doug Campbell

Partner, Global Chairman
Consumer Markets, KPMG

Owner
Walter Beauchamp Tailors

President
The Source

President & CEO
Sears Canada

Bruce Dinan

David Margolis

Michael Medline

Chris Hodgson

President & CEO
Town Shoes

Founder
Winners

President
Canadian Tire Corporation

Head of Retail
Multi-Channel Solutions
Google Canada

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