Bricks & clicks are often pitted against each other as onlookers question which will win the race to keep shoppers loyal to their stores or websites. The truth is, shoppers want an experience that includes both compelling in-store experiences and frictionless digital shopping. This provocative seminar will flip the narrative on its head by answering the question, “What if bricks & clicks went from enemies to allies?” By showcasing Medley, Hershey and Wild Blue’s fictitious grocery chain, the presenters will explore how physical retailers can win in the digital age, and online retailers can connect with shoppers in the physical world. There’s no denying the intersection of physical and digital.

1. From Enemies to Allies
THE HERSHEY COMPANY & WILD BLUE
BRICKS & CLICKS

2. Physical retail has not delivered a
compelling response to the value
proposition of online shopping.

3. Stores must become destinations.
They must deliver experiences that
are special and visceral. They must
adapt to preferences.

4. But everybody is
not the same.
And every day is
not the same.

5. How do I find a solution
that works for everyone
every day?

6. What About Grocery?

7. Designing Experiences
Consumers Want

8. New realities influencing
solution design:
Digital commerce and same-day delivery.
Auto-replenishment.
Improved transactional tech.
No barriers.

9. NeedWant +

11. Personalized Marketplace

13. Expertise. Engaged. Effortless.

14. Key Takeaways:
Cooking evolves from basic necessity to self expression.
Personalization and expertise become essential.
Unique selections and friction-free transactions dominate.
Loyalty results.

15. Meal Exploration

18. Discovery. Education. Social.

25. Key Takeaways:
Switch from ingredient gathering to meal preparation.
New ideas free shoppers to engage.
Creativity, socialization, and education move to the front.

26. Oasis of Freshness

29. Urban. Digital. Fresh.

33. Key Takeaways:
Need for fresh food downtown grows.
Small format specialty shops fill the need.
Smaller footprint and reduced costs.
Digital fulfillment makes ample assortments possible.

34. A New Reality

37. Transcendent. Imaginative. Exploratory.

39. Key Takeaways:
Virtual shopping augments digital and physical.
Offers memorable connections with customers.
Consumers enjoy immersion and relevance.
Retailers enjoy loyalty and new revenue potentials.

40. Summary
Like any retail encounter, grocery shoppers want
experiences that are frictionless, relevant and
emotionally rewarding. They want retail that
complements their lives. Delivering what they want,
in ways that work for them, is the foundation of
loyalty. Exploring solutions today will inform
strategies tomorrow.