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<br /> VOLUME 9 | ISSUE 1 | SEPTEMBER 2014<br /> B&Q: UPGRADING A LEADER<br /> Mike Durbridge, Omni Channel Director at B&Q,<br /> on systems and operational transformation<br /> INSIDE OUR `UNDERPINNINGS' EDITION:<br /> ] RETAIL REVIEW: GOOGLE PLAY P21<br /> ] THE WEAKEST LINK P39<br /> ] COLLECTING CRITICAL MASS P47<br /> ] WELCOME TO THE WIRELESS NATION P57<br /> NEXT FROM INTERNET RETAILING<br /> Sponsored by<br /> 14th October 2014, Novotel, Hammersmith, London<br /> Full details at internetretailingconference.com<br /> <br /> <br /> <br /> Contents<br /> VOLUME 9 | ISSUE 1 | SEPTEMBER 2014<br /> Editor: Emma Herrod Tel: 07801 282729<br /> E-mail: press@internetretailing.net<br /> Editor-in-chief: Ian Jindal<br /> Design: Alex Goldwater<br /> Publishing Director: Chris Cooke<br /> Group Account Director: Andy James<br /> Account Director: Rob Prevett<br /> Senior Account M<a title="Internet Retailing - September 2014 page 1" href="http://viewer.zmags.com/publication/b895d46b?page=1"> VOLUME 9 | ISSUE 1 | SEPTEMBER 2014 </a> <a title="Internet Retailing - September 2014 page 2" href="http://viewer.zmags.com/publication/b895d46b?page=2"> </a> <a title="Internet Retailing - September 2014 page 3" href="http://viewer.zmags.com/publication/b895d46b?page=3"> </a> <a title="Internet Retailing - September 2014 page 4" href="http://viewer.zmags.com/publication/b895d46b?page=4"> </a> <a title="Internet Retailing - September 2014 page 5" href="http://viewer.zmags.com/publication/b895d46b?page=5"> Contents </a> <a title="Internet Retailing - September 2014 page 6" href="http://viewer.zmags.com/publication/b895d46b?page=6"> Editor's comment 2014 IS turning into a year </a> <a title="Internet Retailing - September 2014 page 7" href="http://viewer.zmags.com/publication/b895d46b?page=7"> </a> <a title="Internet Retailing - September 2014 page 8" href="http://viewer.zmags.com/publication/b895d46b?page=8"> Chloe Rigby highlights recent industry changes bu</a> <a title="Internet Retailing - September 2014 page 9" href="http://viewer.zmags.com/publication/b895d46b?page=9"> NEWS DIXONS CARPHONE MARKS MERGER COMPLETI</a> <a title="Internet Retailing - September 2014 page 10" href="http://viewer.zmags.com/publication/b895d46b?page=10"> Read more of Paul Skeldon's insight into the fast</a> <a title="Internet Retailing - September 2014 page 11" href="http://viewer.zmags.com/publication/b895d46b?page=11"> </a> <a title="Internet Retailing - September 2014 page 12" href="http://viewer.zmags.com/publication/b895d46b?page=12"> B&Q upgrades to become a leader B&Q is going thr</a> <a title="Internet Retailing - September 2014 page 13" href="http://viewer.zmags.com/publication/b895d46b?page=13"> INTERVIEW </a> <a title="Internet Retailing - September 2014 page 14" href="http://viewer.zmags.com/publication/b895d46b?page=14"> Durbridge believes that the new site will giv</a> <a title="Internet Retailing - September 2014 page 15" href="http://viewer.zmags.com/publication/b895d46b?page=15"> INTERVIEW The entire B&Q</a> <a title="Internet Retailing - September 2014 page 16" href="http://viewer.zmags.com/publication/b895d46b?page=16"> for sales across website and stores. Sales which </a> <a title="Internet Retailing - September 2014 page 17" href="http://viewer.zmags.com/publication/b895d46b?page=17"> </a> <a title="Internet Retailing - September 2014 page 18" href="http://viewer.zmags.com/publication/b895d46b?page=18"> Online shopping turns 20 11 August 2014 marked 2</a> <a title="Internet Retailing - September 2014 page 19" href="http://viewer.zmags.com/publication/b895d46b?page=19"> DASHBOARD averse to spending but just relu</a> <a title="Internet Retailing - September 2014 page 20" href="http://viewer.zmags.com/publication/b895d46b?page=20"> eDelivery Expo </a> <a title="Internet Retailing - September 2014 page 21" href="http://viewer.zmags.com/publication/b895d46b?page=21"> “The eDelivery Expo is an opportunity to put the </a> <a title="Internet Retailing - September 2014 page 22" href="http://viewer.zmags.com/publication/b895d46b?page=22"> </a> <a title="Internet Retailing - September 2014 page 23" href="http://viewer.zmags.com/publication/b895d46b?page=23"> RETAIL REVIEW Retail review As custome</a> <a title="Internet Retailing - September 2014 page 24" href="http://viewer.zmags.com/publication/b895d46b?page=24"> </a> <a title="Internet Retailing - September 2014 page 25" href="http://viewer.zmags.com/publication/b895d46b?page=25"> COMMENT Total, utter helpfulness I</a> <a title="Internet Retailing - September 2014 page 26" href="http://viewer.zmags.com/publication/b895d46b?page=26"> Analysing international Internet Retailing retur</a> <a title="Internet Retailing - September 2014 page 27" href="http://viewer.zmags.com/publication/b895d46b?page=27"> RESEARCH Those complications still con</a> <a title="Internet Retailing - September 2014 page 28" href="http://viewer.zmags.com/publication/b895d46b?page=28"> Sponsored by 14th October 2014, Novotel, Hamme</a> <a title="Internet Retailing - September 2014 page 29" href="http://viewer.zmags.com/publication/b895d46b?page=29"> CONFERENCE “Innovation and investment are key</a> <a title="Internet Retailing - September 2014 page 30" href="http://viewer.zmags.com/publication/b895d46b?page=30"> CONFERENCE Lewis' future success and why h</a> <a title="Internet Retailing - September 2014 page 31" href="http://viewer.zmags.com/publication/b895d46b?page=31"> CONFERENCE TRACK 3 - PLACE Mobile technology</a> <a title="Internet Retailing - September 2014 page 32" href="http://viewer.zmags.com/publication/b895d46b?page=32"> </a> <a title="Internet Retailing - September 2014 page 33" href="http://viewer.zmags.com/publication/b895d46b?page=33"> CONFERENCE TRACK 3 - PLACE Mobile technology</a> <a title="Internet Retailing - September 2014 page 34" href="http://viewer.zmags.com/publication/b895d46b?page=34"> </a> <a title="Internet Retailing - September 2014 page 35" href="http://viewer.zmags.com/publication/b895d46b?page=35"> </a> <a title="Internet Retailing - September 2014 page 36" href="http://viewer.zmags.com/publication/b895d46b?page=36"> </a> <a title="Internet Retailing - September 2014 page 37" href="http://viewer.zmags.com/publication/b895d46b?page=37"> INTERNET RETAILING: CUSTOMER Transforming r</a> <a title="Internet Retailing - September 2014 page 38" href="http://viewer.zmags.com/publication/b895d46b?page=38"> </a> <a title="Internet Retailing - September 2014 page 39" href="http://viewer.zmags.com/publication/b895d46b?page=39"> INTERNET RETAILING: CUSTOMER is innovati</a> <a title="Internet Retailing - September 2014 page 40" href="http://viewer.zmags.com/publication/b895d46b?page=40"> </a> <a title="Internet Retailing - September 2014 page 41" href="http://viewer.zmags.com/publication/b895d46b?page=41"> INTERNET RETAILING: STRATEGY The weakest li</a> <a title="Internet Retailing - September 2014 page 42" href="http://viewer.zmags.com/publication/b895d46b?page=42"> says they are “becoming more sophisticated and th</a> <a title="Internet Retailing - September 2014 page 43" href="http://viewer.zmags.com/publication/b895d46b?page=43"> INTERNET RETAILING: elsewhere?” he asks. I</a> <a title="Internet Retailing - September 2014 page 44" href="http://viewer.zmags.com/publication/b895d46b?page=44"> </a> <a title="Internet Retailing - September 2014 page 45" href="http://viewer.zmags.com/publication/b895d46b?page=45"> INTERNET RETAILING: CUSTOMER Smart logist</a> <a title="Internet Retailing - September 2014 page 46" href="http://viewer.zmags.com/publication/b895d46b?page=46"> </a> <a title="Internet Retailing - September 2014 page 47" href="http://viewer.zmags.com/publication/b895d46b?page=47"> INTERNET RETAILING: CUSTOMER At the top</a> <a title="Internet Retailing - September 2014 page 48" href="http://viewer.zmags.com/publication/b895d46b?page=48"> </a> <a title="Internet Retailing - September 2014 page 49" href="http://viewer.zmags.com/publication/b895d46b?page=49"> IN STORE: OPERATIONS Collecting critica</a> <a title="Internet Retailing - September 2014 page 50" href="http://viewer.zmags.com/publication/b895d46b?page=50"> UKP Worldwide Becomes Approved USPS Global Direct</a> <a title="Internet Retailing - September 2014 page 51" href="http://viewer.zmags.com/publication/b895d46b?page=51"> IN STORE: OPERATIONS </a> <a title="Internet Retailing - September 2014 page 52" href="http://viewer.zmags.com/publication/b895d46b?page=52"> </a> <a title="Internet Retailing - September 2014 page 53" href="http://viewer.zmags.com/publication/b895d46b?page=53"> IN STORE: OPERATIONS and are treated as</a> <a title="Internet Retailing - September 2014 page 54" href="http://viewer.zmags.com/publication/b895d46b?page=54"> </a> <a title="Internet Retailing - September 2014 page 55" href="http://viewer.zmags.com/publication/b895d46b?page=55"> IN STORE: OPERATIONS The new dawn You've</a> <a title="Internet Retailing - September 2014 page 56" href="http://viewer.zmags.com/publication/b895d46b?page=56"> </a> <a title="Internet Retailing - September 2014 page 57" href="http://viewer.zmags.com/publication/b895d46b?page=57"> IN STORE: OPERATIONS SIMPLY SELL BETTER To</a> <a title="Internet Retailing - September 2014 page 58" href="http://viewer.zmags.com/publication/b895d46b?page=58"> </a> <a title="Internet Retailing - September 2014 page 59" href="http://viewer.zmags.com/publication/b895d46b?page=59"> MOBILE: CUSTOMER Welcome to the wireless </a> <a title="Internet Retailing - September 2014 page 60" href="http://viewer.zmags.com/publication/b895d46b?page=60"> </a> <a title="Internet Retailing - September 2014 page 61" href="http://viewer.zmags.com/publication/b895d46b?page=61"> MOBILE: CUSTOMER and seek the opinions of </a> <a title="Internet Retailing - September 2014 page 62" href="http://viewer.zmags.com/publication/b895d46b?page=62"> </a> <a title="Internet Retailing - September 2014 page 63" href="http://viewer.zmags.com/publication/b895d46b?page=63"> MOBILE: CUSTOMER Mobilising the troops A</a> <a title="Internet Retailing - September 2014 page 64" href="http://viewer.zmags.com/publication/b895d46b?page=64"> </a> <a title="Internet Retailing - September 2014 page 65" href="http://viewer.zmags.com/publication/b895d46b?page=65"> MOBILE: CUSTOMER MOBILE POS Burberry and M</a> <a title="Internet Retailing - September 2014 page 66" href="http://viewer.zmags.com/publication/b895d46b?page=66"> Insight around the world GERALDINE AHER</a> <a title="Internet Retailing - September 2014 page 67" href="http://viewer.zmags.com/publication/b895d46b?page=67"> INSIGHT SARAH TAYLOR, SENIOR DI</a> <a title="Internet Retailing - September 2014 page 68" href="http://viewer.zmags.com/publication/b895d46b?page=68"> </a> <a title="Internet Retailing - September 2014 page 69" href="http://viewer.zmags.com/publication/b895d46b?page=69"> ecommerce </a> <a title="Internet Retailing - September 2014 page 70" href="http://viewer.zmags.com/publication/b895d46b?page=70"> ecommerce </a> <a title="Internet Retailing - September 2014 page 71" href="http://viewer.zmags.com/publication/b895d46b?page=71"> operations, logistics & order management </a> <a title="Internet Retailing - September 2014 page 72" href="http://viewer.zmags.com/publication/b895d46b?page=72"> payment & fraud </a> <a title="Internet Retailing - September 2014 page 73" href="http://viewer.zmags.com/publication/b895d46b?page=73"> </a> <a title="Internet Retailing - September 2014 page 74" href="http://viewer.zmags.com/publication/b895d46b?page=74"> Get an A+ in e-marketing dotmailer are the UK's N</a>