Innovation in Multi-Channel Retailing
July 7, 2009: 6:00 PM - 9:00 PM
“Innovation in Multi-Channel Retailing” – we will explore how customer shopping behaviors are changing and how traditional retailers are working to catch up.
450 North Cityfront Plaza Drive
6:00 PM-6:30 PM: Registration
6:30 PM-7:45 PM: Presentation and Q&A
7:45 PM-9:00 PM: Midway Club
Jason LaRose (Speaker)
Vice President, Multi-Channel Business and Online Strategy, Sears Holdings Corporation
Jason LaRose currently serves as Vice President of Multi-Channel Business and Online Strategy for Sears Holdings Corporation where his primary responsibility is running the P&L for all ecommerce activities that interact with other channels (e.g., retail stores, call centers) to complete the customer experience. He joined Sears Holdings and Vice President of Customer Strategy in 2007 and moved to his current role in 2008. Prior to joining Sears Holdings, Jason was an Associate Principal at McKinsey & Company, focused on serving clients in the retail and consumer packaged goods sectors. His clients ranged from consumables to durable good manufacturers and from grocery to hardlines retail. Jason joined McKinsey in 2001 and served in both the Charlotte and Atlanta offices.
He also spent 5+ years at GMAC Financial Services, last serving as Area Financial Services Manager where he was responsible for all financial instruments in 50+ General Motors automobile dealerships.
Jason holds a B.S. in biology from the University of Michigan and an MBA in general management from Duke University.
Online shopping has gone from an exception to the norm in the United States, with pure offline sales projected to shrink at a single-digit pace while online grows from 10 to 15%. However, multi-channel sales (those offline or online sales influenced by other offline or online activity prior to purchase) are expected to grow at more than 20%. Online sales are great, but they still don’t solve customer pain points around things like immediacy, some forms of product trial and those dreaded shipping costs. While traditional brick and mortar retailers may be behind some of their online competitors in that space, catching up and eliminating traditional assets is not the answer.
The key for traditional retailers is to leverage those traditional assets in non-traditional ways to provide a customer shopping and service experience that no pure play online competitor can provide. For online players, they must overcome some of these customer challenges by innovating, investing and partnering in areas unfamiliar to them. The race is on.