#nrf19

The NRF 2019 Big Show saw some of retail’s biggest names, including Walmart, Target, Kroger and Alibaba, offer a glimpse into what the future holds for the industry. There was an emphasis on leading with conviction, experiential retail and bridging the personalization gap that still remains between shoppers and retailers — all while hundreds of exhibitors showcased solutions that they hope will push the industry even further ahead.

The RTP editorial team shared their own top takeaways of the event. For complete Big Show coverage, visit the RTP NRF19 news hub.

Feel free to share your own takeaways in the comments below!

Debbie Hauss, Editor-in-Chief: I’m expecting to see some real movement with practical applications for AI, VR, AR and Mixed Reality this year in the retail industry. The general vibe at #NRF19 was positive and many of the exhibitors I spoke with said they had very productive conversations with retail decision-makers. The retailers and solution providers that will succeed in 2019 will balance a focus on the technology with the human element. Additionally, decisions to implement new technology should be tied to a specific business goal; otherwise, the efforts are likely to fail. I’m pleased to see that the industry is moving forward with focusing on the customer as the center of business strategies. With that in mind, smart retailers are dedicating efforts to empower store associates/frontline brand advocates to better serve customers. With mobile tech in hand, store employees can provide real-time product information to shoppers without walking away. Brooks Brothers, for example, has implemented the Mad Mobile Concierge App and was awarded a Retail TouchPoints Customer Engagement Award for its efforts.

Adam Blair, Executive Editor: As there is at every Big Show, there was lots and lots of technology on display, like robots that patrol supermarket aisles checking for spills. But if there was plenty of hard-headed logic to satisfy the Mr. Spock in me, there also was enough emphasis on human connections and emotion to make my inner Dr. McCoy happy. A session on sustainability talked about how environmentally conscious activities by retailers can make customers feel better about their purchases. The CEO of DICK’S Sporting Goods revealed how his emotional reaction to the Parkland school shooting influenced the retailer’s decision to stop selling guns. And several exhibitors talked about the importance of creating more human connections, both with shoppers and their own front-line employees — not as a “nice-to-have” but as an essential element of their business strategy. I think there’s a growing recognition that human connections are more important than ever in retail, particularly since so many interactions and transactions are happening with screens and chatbots rather than flesh-and-blood people.

Glenn Taylor, Senior Editor: I chatted with Stuart Aldridge of Columbus Consulting during the event, and he pointed out that 2019 will be a major inflection point for the growth of AI — particularly whether the technology is truly going to ever live up to the hype that constantly follows it. For one, Aldridge noted that while “AI” is a major buzzword, many retailers often group it in with other technologies that automate processes. This means that while many say they use AI, they don’t actually use the technology, potentially skewing stats and facts about how much retailers can attribute AI’s role in improving their business. Also, everyone always talks about what AI can do for a business, but Aldridge posed a question that I don’t hear often enough, and don’t really think about: What if AI gets certain things wrong? It’s easy to assume that every machine learning-powered technology will study seasonal trends and adapt to them accordingly to improve inventory turnover, but even if humans behind the tech collect and integrate every data point they need into an algorithm, it’s not a foregone conclusion that the retailer will get the exact result they need. In short, don’t take AI for granted simply because of what it promises.