IT services and solutions for retail and hospitality


Boxing Day Stats 2019
  • 23 Dec 2019
Will It Be Boxing Yay? Our Round-Up of Black Friday Stats and Boxing Day Sales Predictions
Written by Anna Murphy, Communications Lead Peak trading is here. Retail’s busiest time, followed by Easter and Halloween, has landed with a bang and, with it, has brought some much-needed festive cheer to an otherwise challenging industry environment. But just how good was Black Friday 2019 and what does it suggest about Christmas shopping and the more traditional Boxing Day sales? Black FridayAs predicted in our annual Black Friday survey, 2019’s Black Friday sales proved to be a hit. In fact, the British Retail Consortium found that November clothing sales were up 6% for the period from 27 October to 23 November, compared to the same period last year. Helen Dickinson, chief executive at the British Retail Consortium, said the figures suggested shoppers were “ready to take advantage of the great bargains available, both online and on the high street”. The good news continued for the high street, as Black Friday footfall rose by 3.3% year on year compared with the equivalent day in 2018, research by intelligence analyst Springboard found. Alongside this, Barclaycard said that transaction values were up by 16.5% compared to 2018, with the volume of transactions up 7.2%. However, whilst this spells out great news for retailers who could capitalise on sales and increased footfall, will it lead to a quieter December as consumers bagged their bargains earlier than usual? Christmas Spending 2019Feel like your Christmas list seems to get bigger every year? You’re not the only one. Advisory firm Deloitte ran their European Christmas Survey which suggested that us Brits are the highest festive spenders in Europe, with people in the UK spending £567; this is up by £6 from last year and significantly higher when compared to the average European budget of an anticipated £395. But how is this money being spent? Unsurprisingly, the majority of UK shoppers’ budgets are headed for presents (£299), with £143 being spent on food and drink, followed by £63 on socialising and £62 on travelling over the party season, highlighting real opportunities for retailers and hospitality vendors to capture consumer spending. Deloitte also analysed more than 800,000 online and in-store products and suggested that this Christmas could see average price cuts potentially topping 50% by Christmas Eve for the first time, meaning that savvy shoppers could even grab a bargain in the run up to the big day, rather than waiting until Boxing Day for their sales items. Boxing DaySo, with a more positive outlook during this trading period, is it set to continue? Potentially, yes: in 2018, footfall on the 27, 28 and 29 of December was a third higher than on Boxing Day and it’s predicted that footfall on each of these days will be higher this year. This also leads support to our 2019 Black Friday survey analysis, which suggested that customers are now more tech savvy, taking the time to research where to find the best bargains before venturing to the high street. But when will the bargains go live? And is there a…
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Retail Trends 2020
  • 9 Dec 2019
2020 Vision: What Retail Trends Can We Expect to See Next Year?
Written by Anna Murphy, Communications Lead As we head towards 2020, the retail industry in the UK finds itself in unchartered territory. Whilst much speculation has gone into gauging the impact of Brexit and what leaving the EU will do to domestic retail in terms of both supply and consumer demand, there is also further pressure from spikes in retail rent, changes in consumer spending habits and environmental expectations by both governments and consumers alike. However, with the current decade ending and question marks over what the next year will bring, looking at the retail industry in other terms is more beneficial. So, for 2020, where is the industry headed, what part will technology play and what should retailers be doing now? Looking Up: Consumer Spending Set to Rise The Centre for Retail Research (CRR) suggest in their Retail Forecast 2019-2020 report that consumer spending is set to rise by 0.8 per cent, and by a further 1.4 per cent in 2021. It is worth noting that these predictions come with the assumption “that Brexit will occur later in 2019”, and as this political decision still hangs in the air, this could throw the CRR figures into doubt somewhat. Yet taking this aside, the fact that the CRR still anticipates a rise in consumer spending should be seen as encouraging; a further boost comes from their assertion that international world trade is starting to grow again after slowing down in 2019-20 and, even more positively, that they don’t predict a world slump in 2020-21. Looking at these predictions, retailers looking to invest in new technologies and ways of working can do so without having to worry about saving money to combat negative sales as a result of macroenvironmental influences, focusing instead on improving the customer journey. Do Your Systems Support the Best Customer Journey? As always, customer expectations will drive the retail landscape in 2020. Considering which processes make the buying process as enjoyable and frictionless as possible for the customer is always at the heart of any good retail strategy, and meeting these desires will involve the increasing use of technology. Forbes predicts that rapid delivery of items will be a major trend that will have to be adapted to and one of the most efficient ways of doing this is by retailers using auto replenishment systems to move stock between locations where it is most in demand, purchase order management to build up product ranges and warehouse management systems to keep proper track of items. Forbes also cites ‘social shopping’ as being vital, with a consumer being able to take visuals of clothing items and find them online, click items they see others wearing in images and purchase them, with 360 degree data all playing a part. Ensuring that your product data is consistent and adapted to the correct audience is critical to support the customer journey and using a Product Information Management (PIM) solution will play a vital role in achieving that. Efficiency and Effectiveness In a…
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The Top Halloween Retail Trends of 2019
  • 14 Oct 2019
All Treats, No Tricks! The Top Halloween Retail Trends of 2019
Written by Anna Murphy, Communications Lead What’s scary, sweet and worth a lot of money? Halloween might have traditionally derived from ancient Celtic harvest festivals, but it could prove scary for retailers that choose to ignore its full potential. Here are the top Halloween retail trends of 2019. Haunt Couture: America Halloween Retail Trends The National Retail Federation’s (NRF) annual Halloween survey, conducted by Prosper Insights & Analytics, explored the American trends set to take this year by storm. Shoppers say they will spend an average of $86.27 each this Halloween (a figure which is down just slightly from $86.79 in 2018). So how does that translate into spending? The breakdown of each category is suggested as $31.05 on costumes, $26.03 for decorations, $25.37 on sweets and $3.82 on greetings cards, showing a shift away from the perception that Halloween is merely celebrated as a food and drink event, allowing more scope for retailers to cash in. But how are consumers looking to participate? 69% plan to celebrate by handing out sweets, with 49% planning on decorating their homes, 44% will carve a pumpkin, 32% will throw or attend a party, 29% will take their children trick-or-treating, 22% will visit a haunted house and 47% are planning on dressing in costume. And it’s not just the humans – 17% of people plan to dress their pet in costume too, with the most popular pet costumes including pumpkins, hotdogs and superheroes. Whilst 35% of those surveyed cited online search as their top source of costume inspiration, the most popular adult costumes don’t really deviate from the most traditional: 8.9% said they planned on going as a witch, with 3.6% dressing as vampires and 3.1% as superheroes. Historically, the UK has a tendency to mirror the USA’s retail trends, so it’s interesting to see the rise of 18-24 year olds planning on taking part this year; although Halloween might be associated more with children going trick-or-treating, there’s a rise of young adults participating, with 66% of 18-24-year-olds in 2009 to 73% in 2019. Is this something that we’ll see mirrored on our side of the pond this year? Spooky Figures? UK Halloween Retail Trends In 2018, Halloween proved a real treat for retailers; although traditionally more of an American holiday than one celebrated on our side of the Atlantic, 51.5% of UK consumers spent on the occasion. Emily Salter, Retail Analyst for GlobalData, who conducted the survey, said: “More consumers bought clothing and costumes, driven by 16-34 year olds participating in Halloween events where dressing up is encouraged. Additionally, clothing retailers including ASOS and Topshop launched Halloween discounts across their websites on the day of the event, using the occasion as an excuse to drive sales across the board.” And it’s not just online opportunities for brands to take part; with Halloween now the third biggest retail event (behind Christmas and Easter), it means that bricks-and-mortar retailers have an opportunity to engage with their customer base. Ojay McDonald, Chief Executive at the…
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  • 11 Mar 2019
St Patrick’s Day: Will the Luck of the Irish Turn its Hand to UK Retail?
Written by Anna Murphy, Communications Executive, and Andréa Williams, Marketing Officer Saint Patrick might be the patron saint of Ireland, but his name and feast day has come to be synonymous with celebrations. However, whilst many people around the UK will take part in St Patrick’s Day events on the 17th March, in America it’s a billion dollar industry; in fact, predicted spending for 2019 is expected to exceed $5.61bn. If the UK has followed American retail trends in the past, is St Patrick’s Day set to become a key UK trading event of the future? According to NRF, 55% of Americans plan to celebrate this year, with the biggest spends unsurprisingly going on food and beverages. Yet consumers are also looking to spend their pretty green on decorations and apparel, with 77% of men and 84% of women planning to wear green on the day. Interestingly, the breakdown in this percentage indicates that 87% of 18-24 year olds and 82% of 24-34 year olds plan on wearing green, perhaps providing an unexpected link between the saint’s day and the rise of Halloween, as Gen Z and their millennial counterparts tap into the ‘dressing up’ element of the revelries. NRF’s annual St Patrick’s Day research also highlighted retailers such as Aldi who are targeting shoppers with products such as green or beer-flavoured cheese and other grocery chains embracing the holiday’s feature colour with displays of Granny Smith apples. However, it’s not just the supermarket sector. A quick google of “St Patrick’s Day Clothes” leads to some UK retailers, such as River Island, linking to a selection of their green clothes and accessories whilst other global brands are taking it one step further. Adidas recently announced their St Patrick’s Day collection: a limited edition run of their Handball Spezial trainers which has three different Irish-themed colourways and “a clover sign-off to celebrate St. Patrick’s Day”. Perhaps this is yet another example of the globalisation of retail, as certain location-specific trends start to spread to other localities. So is St Patrick’s Day a growing trend? NRF certainly thinks so. A decade ago, only half of consumers under the age of 35 planned to celebrate, whereas now it has grown to over 70 percent. And, if the rising popularity of Halloween is anything to go by, with Mintel now praising it as the third biggest retail event of the year after Christmas and Easter, it suggests that St Patrick’s Day looks set take the UK retail and hospitality sector by storm.   Retail Assist provides IT support to the retail and hospitality sector, which is crucial for peak trading periods. Want to hear how we can reduce your IT costs by 30% whilst also reducing system downtime? Click here or email…
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How to Avoid the February Sales Slump - Retail Assist
  • 18 Feb 2019
Short, but Deadly! How to Avoid the February Sales Slump
Written by Anna Murphy, Communications Executive No sooner has the heady rush of Christmas washed over the retail world than a second wave comes in the form of the January sales. Business is kept brisk by an array of shoppers flocking to spend vouchers, Christmas money and to take advantage of this traditional discounting period. Fast forward to the next month and it’s a stark contrast. February ushers in a more sober retail environment and sales slumps are common as shoppers tighten their budgets. So how do retailers combat this by making the most of this short but challenging month? Target the season Instead of seeing it as a negative month, acknowledging the season and utilising its unique characteristics can produce results. Retailers are fully aware of how customers must feel, so why not capitalise on this knowledge? The New Year mindset in many is one of renewed focus on new ideas, new ways of living and, crucially, of being willing to buy items related to this thinking. Promoting and prioritising items for retail that support this is a good idea; people may well be searching out fitness clothing, but are perhaps less likely to be purchasing clothing for parties and functions for example. Conversely, those who may have participated in Dry January, or who have subsided their extraneous spending until the January pay day, may well be ready to hit the social scene once more! Knowing the target market and how they like to spend their money in minute detail provides key insights no matter what the time of year. Launch a campaign Starting some form of promotional campaign in February can help shoppers make decisions on items they perhaps were putting off until another month. Retargeting campaigns based around contacting who expressed interest in items in the run-up to Christmas, but didn’t actually purchase them, can be part of mail-outs and selective discounting aimed at encouraging customers to fulfil their purchases. There is also scope to base significant campaigns around key dates in February such as Valentine’s Day and the various school half-term holidays, both of which can be used to a retailers advantage. Product countdowns that allow customers to see exactly how much stock there is left of limited items will also draw them in and encourage them to act swiftly. Having a clear customer engagement strategy with specific content marketing will encourage purchasing decisions. Use time and budgets in a different way As sales slow in February, taking advantage of any extra time can be advantageous. Stepping aside from the day-to-day business of a busy retail environment, focus can instead be dedicated to future plans, reflecting on how successful the Christmas and New Year period was and considering what worked and what didn’t. Strategies can be considered for upcoming months and areas such as marketing and its efficiency can be looked at. Considering how the budget might be redirected temporarily can also be helpful. As trading can be slower, taking the usual budget dedicated to the…
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Black Friday 2018
  • 30 Nov 2018
Top Ten Black Friday Stats 2018
Written by Andréa Williams, Marketing Officer Black Friday, once a day of discounts prior to Christmas, is now an almost two-week long spending phenomenon including blanket discounts, price matching and squashed margins. But with a loom of economic uncertainty round the corner, did this stop Brits from splashing the cash? We’ve picked out ten stats to round up 2018’s Black Friday. 1. Online sales soar We knew online sales would dominate Black Friday sales based on previous research, however Springboard reported that online sales had reached a 46% YoY increase by just 4pm. This is a reflection of not only larger discounts being offered online, but convenience. Why battle through the crowded streets in your half hour lunch break, when you can make your purchases from the comfort and warmth of your office chair? 2. Cheaper treats Barclaycard reported transactions were up 10% YoY by 3pm on Black Friday, despite spending value being down 12%, suggesting that consumers are spending less but buying more. It is likely that this figure comes from shoppers buying small treats for themselves, but perhaps also includes those that hadn’t planned to make a purchase, but who had been lured in by offers. 3. Internet browsers Online browsing remains strong with 1.2 billion website visits from 19th to the 25th of November, only a 1% decrease from last year: 194 million of these visits were on Black Friday alone. These figures show how consumers are browsing deals online before committing, something we’ve referred to as the research revolution. 4. The search continues As suggested in our annual Black Friday survey, consumers are making more informed decisions and Google stated that Black Friday searches have increased 80% over the last two years. With retailers disclosing deals over a week in advance, shoppers have the time to sit back and decide what they want to get out of the Black Friday sales, rather than purchasing on impulse. 5. Clued-up shoppers Google also identified how, earlier in November, non-branded searches are more frequent, but as Black Friday dawns, users become more informed and therefore specific about their options as they start to identify the best deals and savings. Branded (blue) vs Non-Branded (green) searches, Think With Google. 6. Amazon hold their own Amazon held a 26% share of the Black Friday market, a 3% increase from last year. Amazon claimed that this Black Friday was their busiest day of the year so far, which is an achievement when comparing Black Friday to the massive price slashes of Amazon’s very own discount day, PrimeDay. 7. Food before tech As expected, electronics sold well. However, this year the biggest growth in terms of web traffic was in the grocery sector, with a 12% YoY increase. Unfortunately, we didn’t see a blanket deal offering 40% off the weekly food shop, but British supermarkets did engage with Black Friday this year, slashing the prices of spirits. 8. Leaders without the loss Typically, British fashion retailers offered products discounted between 20 and 30…
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Easter retail footfall
  • 3 Apr 2018
Easter Retail Footfall 2018
Bank Holiday washout. Three words dreaded by businesses and consumers alike. The Easter Bank Holiday saw shoppers stay indoors: consumers failed to get a spring in their step with Easter retail footfall plummeting. Easter Bank Holiday in numbers Total shop visits were down by 2.4% between Friday and Easter Sunday, compared with last year. Easter High Street footfall fell 9.6% on Good Friday. On Saturday it dropped 6.9% and, after a 1.9% uplift on Sunday, shopper numbers declined 6.4% on Easter Monday. The early bout of rain on Monday morning further deterred would-be shoppers – high street footfall Easter Monday was down 13.9% by midday. A soggy start to Spring Just a week ago, Springboard had predicted that 2018 Easter retail footfall in the UK could end up 2.7% higher than last year’s, though it had said this depended on “normal weather” conditions. Easter Bank Holiday footfall had been anticipated to increase due to the timing of UK payday falling before Easter, and the increase in February footfall. But is this not the key message – that retailers need to brace themselves for all conditions, ‘whatever the weather’? When will retailers see the sun? Springboard’s Insights Director Diane Wehrle said: “In overall terms footfall is still down compared with Easter last year. Easter footfall also declined in the previous two years, so it is clear that Easter is becoming less important as a key retail trading period.” However, online shopping and traffic to mobile devices has again appeared to weather the storm, showing increases as opposed to scenes on the High Street. Once again, the figures show why it is of prime importance to offer your customers a relevant and convenient experience, whichever channel they choose to shop. If your IT services and solutions aren’t supported during Bank Holidays, a peak time for retailers and hospitality operators (but often considered ‘special hours’ by some suppliers) see how our retail IT support could help. Our team is available 24 x 7, supporting end users across 8650+ global locations in 12 languages! Find out more here, or email your IT support requirements to…
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christmas 2017 video
  • 18 Dec 2017
Christmas 2017: A Year in Highlights
Retail Assist Christmas Video 2017 Retail Assist wishes you a Merry Christmas 2017! In the spirit of Christmas, we’d like to share with you our annual Christmas video. You can also watch the video on our YouTube channel here. Reflecting on 2017 2017 has been a milestone year for Retail Assist. In April, we gained a multimillion pound investment, which will support continued business growth for Retail Assist as a global, software-enabled solutions and services business. We also celebrated our 18th year of trading, and gained 4 new customers, including Jigsaw, our latest Help Desk customer. We’re proud to provide around the clock support to 40+ brands, across 9,500 sites in 65 countries across the globe, in 10 languages. (And that’s an industry leading set of stats!) We also became Services Company of the Year, awarded by the BCS Chartered Institute for IT. We have been working to deploy latest technology and are developing some of our own. (Look out for this in 2018!). Internally, we have pioneered a UK first management apprenticeship scheme, to progress our next generation of managers. Of course, we could not have achieved this without our customers, partners and colleagues; thank you for your continued support throughout 2017. Have a wonderful Christmas and here’s to a prosperous 2018!…
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Black Friday 2017 online
  • 27 Nov 2017
Black Friday 2017: the verdict
Black Friday 2017 stats The squeeze on consumer spending power and the spread of discounting over a longer period may have made Black Friday 2017 a harder sell. We round up the statistics following the official Black Friday weekend to find out if the consumer appetite is starting to fall. Black Friday 2017: The stats are in Online has dominated Black Friday sales this year, as predicted in our Black Friday research. Overall spending is up on last year, despite a fall in the number of shoppers visiting stores. Early on Friday, a dip in web traffic and fewer shoppers on the high streets suggested that the appeal of Black Friday might finally be in decline. Despite this, momentum built throughout the day, with Barclaycard estimating that Black Friday spending was 8% higher than last year, before the official results are in from the ONS. Black Friday vs Cyber Monday Online transactions in the week before Black Friday were up 11.3% as retailers launched their sales early. This trend may have accounted for the dilution of high street figures. On Black Friday itself, John Lewis said that it had seen its biggest ever hour of online trading, with 705 units purchased per minute on average between 9am and 10am. “iPad” was their number one search term recorded, suggesting that technology is still a preferred product for Black Friday deal-searchers. Cyber Monday, taking place today, is in full swing, with retailers promising to continue Black Friday discounts until close of play. Black Friday on the high street While ecommerce continues to grow, this year significantly less shoppers hit the high streets to take advantage of Black Friday deals, continuing a longer-term shift in shopping habits.  The best clip to sum up Black Friday 2017 on the high street? Perhaps the the following video live from Oxford Street. At 8am, with national media gathering to capture the doors opening at Currys PC World, one lone shopper made the headlines instead of the usual frenzied crowds.   And the doors are open…. the rush came and went (quickly) #BlackFriday @BBCLondonNews @BBC_HaveYourSay — Frankie McCamley (@Frankie_Mack) November 24, 2017 Unfortunately, it’s a sign of the times. High street footfall was down 4.2%, whilst retail parks and shopping centres also experienced a 3.6% decline in footfall. The statistics, compiled by Springboard, were significantly worse than an expected decline of 0.6%. What can we expect next year? Has Black Friday finally moved from an “event in its own right” to playing a part within wider Christmas promotions? We have definitely experienced a shift over the last couple of years to longer Black Friday sale periods. Not only does this reduce increased pressure on retailers to perform on one day only, but also reduces the possibility of websites crashing and long queues in store – one of the biggest “put off” factors for consumers. Although many analysts have begun to call time on Black Friday, and given that more consumers themselves planned to avoid Black Friday,…
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  • 28 Nov 2016
Are you coping with peak demand?
Whether your Black Friday sales period took place over one weekend, one week, or in some cases, 10 days, did your stores cope well with Black Friday demand this year? And are you prepared for the festive sales to come? On Black Friday, some of our customers were transacting around £1million per hour on average – sales figures that can’t be put at risk. This blog will look at how Retail Assist can help to improve your performance at peak times, to ensure a profitable Christmas trading season. Retailers know when to expect a sales surge, and so at these times, your IT infrastructure must operate consistently at 100%. However, downtime can affect anyone, even the most organised. Our IT services and solutions are developed with this in mind, for example the high availability of our omnichannel supply chain solution, Merret, and our 24×7 international Help Desk support, to keep your store transactions running smoothly. Venturing into the peak retail season, putting the correct processes in place is critical. Our Peak Trading Checklist is a great place to start. We developed this guide with input from leading retailers, in order for you to check off areas that encompass all aspects of IT store support. Retail IT Support: our Help Desk. It’s all about being proactive. Our Help Desk analysts work to reduce the number of incidents our customers experience, by identifying patterns and data trends, to prevent future issues from recurring. This might also involve identifying where costs are being incurred unnecessarily, and reducing the number of chargeable hardware call outs for example. Consumers now have the ability to transact anywhere, at any time – Black Friday 2016 stats show a peak of customers shopping from 1am! Therefore, retailers’ IT support must reflect 24 x 7 expectations. Outsourced service providers, like ourselves, can bridge the gap between in-house capabilities. We play a vital “weekend” or “out of hours” role for some many of our customers, working as a crucial extended part of their own teams. Improved systems availability, enhanced customer service, reduced overall service cost and, most importantly, increased profits, are all benefits to be expected of a well-resourced IT support service. If you’d like to implement our award-winning services, our retail project management team can manage the service transition end-to-end within months. Get in touch here for more information or to register your interest for our IT services and solutions.…
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