Future of Retail

Future of

Retail

Transitioning from ‘retail’

to ‘consumer commerce’

January 2021

home.kpmg/futureofretail

Future of Retail

Foreword

This is time of deep reflection for the retail sector. After the

widespread disruption the sector experienced in 2020 and the

positive news of a range of vaccines now emerging, retailers

must start to look towards the ‘new realty’ that will follow. The

only certainty is that many aspects of retailing will not return to

the way they were before the words ‘COVID-19’ sent shudders

around the global economy.

It is important to highlight that many of the changes we have

experienced recently — to buying behaviors, to workforce

models, to channel mixes and to business models — are trends

we have been speaking about for the last decade. In many

cases, COVID-19 has accelerated their progress by 5–10 years.

The need to act and to do so at pace has become even more

important. As is so often the case, new challenges bring new

opportunities to create and dominate markets with new

business models. Never has that been more true than today.

Moving from today to tomorrow will not be easy. It will require

retailers to take a fresh look at the trends influencing the future,

their long-term ambitions and their current capabilities to chart

their path forward. It will necessitate a clear view of how current

trends are accelerating future business models. And it will take a

clear and practical path to implementation.

In this point of view, we explore the critical signals of change currently

influencing the global retail environment and

why

the market is

changing. We describe

what

the winning business models of the

future will look like. And we explore

how

you can transition from

today’s ‘as is’ reality to tomorrow’s ‘to be’ vision, describing the key

capabilities and strategies you will need to move your organization into

the future.

As our title suggests, we view this transition as an evolution of

‘retail’ towards ‘consumer commerce’ where, increasingly,

consumer-facing businesses offer products and services without

the need for a physical store legacy. As they evolve, many may

start to ask if they should really still be called retailers at all?

We hope this point of view provides leaders and stakeholders in

the sector with valuable insights to help them move into the

future with confidence. To discuss these themes in more detail,

or to explore how KPMG can help your organization accelerate

its transformation, we encourage you to contact your local

KPMG member firm or any of the authors listed at the back of

this publication.

Paul Martin

Chair, Global Retail Steering

Group & UK Head of Retail

KPMG in the UK

Future of Retail

Contents

Signals of change — Why the retail market is changing

Disruption has accelerated 04

Business models and partnerships 06

Customer 08

Cost of doing business 10

Purpose 12

A look at the future — What the retail marketplace will look like

Winning business models emerge 14

Foundations of a successful business model 16

Moving from today to tomorrow — How to deliver the transition

Towards a connected future 18

Contacts 20

Future of Retail

Long before COVID-19 became a ubiquitous threat, the retail sector was

undergoing massive transformation.

Signals of change:

Disruption has accelerated

The recent crisis has drawn a

stark line under any indecision:

the choices retailers make in

the coming months will

influence their success over

the next 5 years or more.

The current disruption has only accelerated existing

trends. Indeed, the pre-pandemic shift can be easily

illustrated in just a few stats. E-commerce retail

sales are expected to increase by almost 17 percent

(in CAGR terms) between 2010 and 2024.

The next fastest growing channel (Discounters) will

only achieve 3.4 percent growth over that time.

Then consider the fact that, before the pandemic,

almost 16 percent of sales were already flowing

through non-store retailing. The shift towards online

and digital channels was already well underway.

The pandemic pushed disruption into hyperdrive.

In some markets, consumers were essentially

mandated to limit themselves to online shopping

during lockdowns. In-store retailing was put into a

timeout. Some business models thrived while

others were nearly choked into a premature

demise.

20%

40%

60%

80%

100%

2010

2011

2012

2013

2014

2015

2016

2017

2018

2019

2020F

2021F

2022F

2023F

2024F

Store-based retailing Non-store retailing

Global store versus non-store

15.9% non-store

retailing

Source: Euromonitor, accessed 19 November 2020

Those retailers able to quickly embrace

new consumer and workforce trends

will almost certainly have a competitive

advantage in this age of accelerated

disruption.

Future of Retail

Those retailers able to quickly embrace new

consumer and workforce trends will almost

certainly have a competitive advantage in this age

of accelerated disruption.

Yet while real GDP is expected to have

declined

y 3.1 percent globally in 2020, some economists

expect growth of 5.7 percent in 2021. Inflation will

also start to rise again. And, as the pandemic

comes to an end, we expect to see consumers start

to — once again — evolve their buying patterns and

purchasing priorities to reflect their new reality.

Global channel overview

Source: Euromonitor, accessed 19 November 2020

1,000

2,000

3,000

4,000

2010

2011

2012

2013

2014

2015

2016

2017

2018

2019

2020F

2021F

2022F

2023F

2024F

Market size in USD billion

CAGR 2010-2024F

Supermarkets:1.4%

Hypermarkets: 0.6%

Home and Garden: 1.5%

Leisure and Personal: 0.1%

Health and Beauty: 1.7%

Electronics & Appliance:(0.7)%

Home Shopping: 0.5%

Discounters: 3.7%

Mixed Retailers: (0.5)%

E-commerce:17.0%

Direct Selling: 0.4%

Vending: (1.8)%

Convenience Stores: 3.8%

Future of Retail

As store-based retailing moves beyond its zenith, the growth of platform

ecosystems alongside omni-channel are driving the next wave of competition

and business model evolution.

Signals of change:

Business models and

partnerships

Store-based retailing had already

passed its zenith. The pandemic

put additional pressure on

non-digital business models.

While many physical stores will likely return to

growth over the coming years, those looking to

drive growth through physical stores alone will

surely struggle. This places a question-mark over

the overall viability of the retail business model.

Until about 10 years ago, the retail business model

had remained largely unchanged for decades, if not

centuries. The most successful retailers were those

that were the best at sourcing desired products,

shipping them and selling them in physical

locations. Now, with routes to market evolving, this

recipe for success has changed. The legacy retail

business model has been disrupted.

To succeed in the future, retailers will need to

evolve at pace and become either platform

ecosystems, true omni-channel players or smaller

niche-focused specialists.

This transition will require pace, capital and

capabilities — with not all of these available in

abundance for most organizations, many will need

to proactively consider partnerships.

Platform businesses models already dominate

many consumer-focused industries. Indeed, the

10 biggest companies in the world (by market

capitalization) are all platform players. In many

markets, platforms dominate: Alibaba, a Chinese

e-commerce market, is gaining an increasing larger

market share with Baidu dominating the market for

search, and Paytm moving to capture India’s

payments market.

Investors certainly seem to believe platform

business models will continue to dominate the

future business landscape. According to a 2019

study*, platform players enjoy average revenue

multiples of almost 9, compared to traditional linear

businesses which enjoy multiples of between 2 to

4. Over the past decade, the market capitalization

for the top seven platform businesses grew by

more than 1,000 percent.

To succeed in the future,

retailers will need to evolve

at pace and become either

platform ecosystems, true

omni-channel players or

smaller niche-focused

specialists.

“

*Note: (a) Market Capitalization as on 24 July 2009 and 03 July 2019, sourced via DataStream and S&P Capital IQ; accessed 3 July 2019

Future of Retail

In the future, we expect to see platform

businesses take their models one step further by

offering their capabilities directly to other retailers

‘as a service’. Essentially, these partnerships

serve as ready-made ‘white label’ platforms that

provide retailers with a quick, proven off-the-shelf

option that enables retailers to evolve and scale

without investing massive capital into developing

the capabilities in-house.

What’s next? — Alternative Strategic Paths:

Relevance

Time

Legacy

Transform

— Enterprise transformation

— Leverage the role of new valuable assets: data

— Build new operating models and collaboration

Market forces

Growth

Respond

to change

Ignore

change

Anticipate

change

● Speed to market ● Scalability ● Smarter portfolio management

Business as usual

Become a

platform

Leverage platforms

Strategic options

To remain competitive in this environment, retailers

will need to define their future strategic path.

Those who choose to transform for the new reality

will need to decide what role platforms will play in

their future business models. However, our view

suggests those who choose to ignore change and

continue with business as usual will find it

increasingly difficult to remain relevant over time.

Future of Retail

Customer expectations and needs are rapidly changing as retail moves from

being a ‘push’ (i.e. B2C) to a ‘pull’ (C2B) model.

Signals of change:

Customer

Customers are in charge. Even with lockdowns, travel restrictions and

economic uncertainty, it is clear that consumers retain the power in the

retail relationship. Indeed, as consumers flock to online channels and

platforms continue to capture market share, consumer choice is expanding

exponentially, making it increasingly difficult for retailers to retain their

customers.

Source: Nielsen Total Till, Retailer Market Share, Nielsen Homescan 2020 KPMG global retail trends 2019

Shoppers want to pay less for more and will search until they find a suitable solution

81%

89%

75%

of people don’t think that quality goes

hand in hand with high prices

of customers do online research before

committing to purchase

of these customers begin their buying

process with a search engine

Future of Retail

Going forward, we see six key drivers of consumption that will shape consumer

purchasing decisions:

Choice

Even before the pandemic, customers were gravitating towards two ends of the choice spectrum —

either online players with almost unlimited choice, or discounters with limited selection but good

value for money. Product range is becoming a critical differentiator among retailers.

Experience

Customers are now engaging with retailers beyond the traditional transaction, forcing retailers to

focus on delivering more tailored, seamless, responsive and consistent customer experiences. In

particular, customers are looking for more immersive and more unique experiences from their

retailers.

Privacy and security

While, on the one hand, consumers are quickly becoming aware of data privacy risks and

concerns, they are also increasingly willing to trade some risk in return for a seamless buying

experience with trusted brands. So, while 71 percent of consumers say they are worried about

data privacy, 66 percent say they are willing to share their data.

Convenience

Consumers have less ‘free time’ and are therefore looking for seamless experiences they can use

anytime, anyhow and anywhere. Customers are showing a growing preference for online ordering,

curbside pickups and home delivery. They are also looking for easy (and free) returns

Value

The hunt for value is increasingly being driven by price-savvy consumers. With growing pressure on

household budgets, consumer perception of value is changing. Shoppers want to pay less for more and

they are demonstrating that they are willing to search until they find what they are looking for.

Purpose

Consumers are increasingly aware of retailers ’behavior, Those who demonstrate the right behavior

while ensuring their purpose is aligned with customers’ values and expectations will hold a strong

position.

Future of Retail

With retail margins under increasing pressure and costs increasing across

multiple aspects of the value chain, most recognize that conventional forms

of cost cutting are no longer enough to shore up margins and ensure the

business is fit for the future.

Signals of change:

Cost of doing business

Margins have been under pressure

for years as customers increasingly

look for differentiated experiences,

across multiple channels, while

prioritizing low cost. The economic

uncertainty and volatility that is

following COVID-19 is only

accentuating the pressure.

Higher costs to manage new e-commerce supply

chains, growing pressure from suppliers to pass on

raw material costs, escalating labor costs,

pandemic-related safety measures and the need

for new investments into digital capabilities have all

rapidly eroded retail margins.

North America

7.5%

5.3%

4.7%

Jun 2011 Jun 2014 Oct 2016 Sep 2019

EBIT Margin (%, rolling four quarter basis)

— UBS estimates

Europe

8.0%

6.8%

5.5%

2009 2013 2017 2020E

EBITDA Margin (%)

— IMF, Scope ratings

Note: Most statistics are closest approximations from graphs and might not be exact in terms of decimal places

Australia

2011

5.3%

2014

4.9%

2018

Net margin (%, Food)

5.6%

2011

4.5%

2014

3.8%

2018

Net Margin (%, Non-food)

— Reserve Bank of Australia

Future of Retail

Retailers recognize they will need to go further with optimizing their costs if

they hope to return their businesses to profitable growth in the years ahead.

Those retailers deemed non-essential during lockdowns may need to cut

costs by 20 to 50 percent. Even those deemed essential through the

pandemic will need to reduce costs by 10 to 20 percent of current levels.

Our view suggests there are four levers to sustainably reducing the cost of doing business in today’s

environment.

Range and assortment

Retailers will want to review their product range to strategically select the right product assortment to

boost efficiencies and increase profits. Rationalization of the product range will enable higher inventory

turnover and lower costs, streamlined in-store logistics and enhanced buying power, as well as

opportunities to optimize the workforce.

Real estate review

It’s time retailers reconsider their brick-and-mortar assets and establishments. Given the boom in

online shopping and the trend towards ‘showrooming’ (where consumers can test products before

purchasing online), retailers should rethink their physical footprint and the value these assets deliver

to the organization and the customer experience. At the same time, the rental business model is

increasingly shifting towards turnover rent.

Workforce optimization

With customer service and experience top of mind, retailers should be assessing where technology

can help automate tasks, thereby making workforces more productive and customer-focused.

Technology and supply chain improvements

Pivoting investments from store openings and refurbishments to technology and supply chain

improvements will be a central part of the digital transformation, enabling retailers to uncover new cost

savings while simultaneously growing their businesses. Some Robotic Process Automation (RPA)

deployments in retail, for example, have been shown to cut costs by up to 50 percent.

Future of Retail

Customers want businesses to stand for something bigger than the products

they sell. The recent pandemic has only sharpened consumer preference for

purpose-driven organizations.

Edelman News and Awards, ‘Two-thirds of consumers worldwide now buy on beliefs’, 2018

Meaningful Brands survey, 2019

Signals of change:

Purpose

Nearly two-thirds

of consumers

around the world

said they would

decide to either

buy or boycott a

brand based

solely on its

position on a

social or political

issue

Brands with a

clear ‘purpose’

and a high impact

on people’s lives

grew 2.5 times

more than brands

with a low

perceived impact

Meaningful

brands generated

almost triple the

purchase intent in

non-customers

and more than

double the

repurchase intent

in existing

customers

Meaningful

brands saw share

of wallet rise by

nine times versus

non-meaningful

brands

They also

outperformed the

stock market by

134 percent

Studies show that purpose-driven

brands enjoy a virtuous cycle that

can lead to higher value growth,

better KPIs and improved share of

wallet.

Purpose is different to the

company mission and vision.

Purpose explains why your

brand exists — it is an

articulation of the positive

impact the brand has on

peoples’ lives, society and

the environment.

“

Future of Retail

Purpose is an idea beyond profit

Purpose is different from the ‘vision’ or ‘mission’ and explains the reason

‘why’ a firm exists — it is the positive impact a brand has on people’s lives,

the society they are a part of, and the environment they live in.

Personal benefits i.e.

improving peoples’ lives

Collective benefits i.e.

role in society

Functional benefits i.e. does the

product/service deliver?

Community

Organizational

Environment

Intellectual

Functional

Governance

and ethics

Workplace

Emotional

Financial

Physical

Social

Economy

Source: Meaningful Brands survey, 2019

Purpose is different to the company mission and

vision. Purpose explains why your brand exists — it is

an articulation of the positive impact the brand has on

peoples’ lives, society and the environment. More

than just an aspect of the Corporate Social

Responsibility (CSR) agenda, brands with purpose

demonstrate their commitment to that purpose in

every action and interaction.

Indeed, customers expect their brands to do more

than just talk a good talk. According to the Meaningful

Brands survey, only around 38 percent of consumers

think companies and brands currently communicate

honestly about their commitments and promises

Recent backlashes against perceived instances of

corporate ‘green-washing’ suggest that consumers

are setting a rather high bar for retailers to pass.

In this context, organizations will need to consider

how they plan to measure and audit their purpose.

They will also need to think carefully about the

communication mechanisms they will use for

showcasing these outcomes to their various

audiences (consumers are not looking for the same

content or context as financial stakeholders).

Meaningful Brands survey, 2019

Future of Retail

As described in the previous chapter, there are various factors that are driving

change in the retail sector. Although these signals of change are not new,

COVID-19 has in many cases accelerated their importance further. We predict

they will have significant impact on the sector and will define which

businesses will succeed or fail in the future. Over the next 5–10 years, we

expect to see seven types of business models emerge as retailers evolve to

meet changing customer expectations and market dynamics.

A look at the future:

Winning business

models emerge

In this future ‘consumer commerce’ landscape,

traditional retailers with a heritage in bricks and

mortar will compete against businesses with deep

capabilities in data, technology and supply chain.

In some cases, the only real common denominator

between these businesses will be the fact that they

all sell products and services to the consumer. With

a range of new routes to market emerging and

evolving, today’s retailers will need to decide which

model they want to operate in the future or risk their

business failing.

At the top of the triangle, existing platform

businesses and multinational retailers are

transforming themselves into platform ecosystems

who will be taking larger market shares in the years

to come. On the right side of the triangle, category

specialists and independents are positioning

themselves to showcase their strengths as local,

purpose-led organizations.

The left side of the triangle will be occupied by ‘true’

omni-channel organizations. They will have to focus

on the delivery of a seamless, customer-centric,

channel-agnostic proposition. That being said, this

positioning will be comfortable for many retailers and

competition in this space will be fierce. A ruthless

focus on costs will be required.

Platform

ecosystems

Omni-channel

A. Platform

businesses

B. Multinational

tailers

…this is where

you are today

Brands

National heroes

Value-based retailers

Category

specialists

Independents/

mutuals

Retailers will need to decide

which model they want to

operate in the future or risk

their business failing.

“

Specialists/Mutuals

and Independents

Future of Retail

Value retailers: Value retailers have been one of the fastest growing physical formats over the last 10 years.

They aim to undercut the market by providing products and services at a lower price than regular retailers.

Their leaner operating and business models have, in many cases, enabled them to deliver more profitable

returns than many of their peers. They will now need to establish or evolve their online value proposition to

profitably survive in the future.

National heroes: National heroes are often well-established retailers that have created a strong local brand

and identity to deliver a range of targeted products and services. National heroes often have the advantage of

securing a loyal customer base and leveraging loyalty programs to meet customer needs. This will likely not be

enough to prosper in the future though. As this category comes under increasing pressure from value players

and direct-to-consumer businesses, they will also need to focus on creating partnerships to tap into synergies

and create scale. For example, they may consider establishing Generation 2 Buying Groups to cooperate with

non-geographically competing peers in order to protect themselves against the other types of winning

business models.

Direct-to-consumer: Direct-to-consumer is an increasingly important business model for manufacturers,

especially with the acceleration of online shopping. In some cases, brands are building or buying their own

capabilities to deliver this proposition. Many are leveraging platform businesses in order to bypass traditional

retailers and gain additional margins.

Multinational retailers: Multinational retailers are large, international businesses that have expanded to

enter new markets to grow their customer base and enhance their capabilities. Over recent years, they have

changed their go-to-market strategy in many cases by acquiring digital direct-to-consumer or service-focused

businesses. They are using these acquisitions, and their own organic growth to increasingly transform

themselves into platform businesses to expand the monetization of their product offerings from traditionally

only selling physical products and services to a wider array of propositions.

Platform-based businesses: Platform-based businesses have grown in prominence over the last 20 years

by harnessing the digital market to deliver their offering. In some cases, platform business models facilitate

the exchange of products and services between two or more user groups — a consumer and a producer. They

are increasingly dominating the go-to-market channels and take a broader approach to target both B2B and

B2C offerings. Platforms provide a retail ecosystem offering customers numerous propositions, from retail

products to banking services, in order to maximize customer lifetime value. These organizations are also

seeking to 'white-label' their service offerings and provide their Platform as a Service (PaaS) in order to grow

their revenue streams.

Category specialists: Category specialists offer unique and focused products and services targeted towards

a specific retail category or a defined customer. Specialists may provide a platform for brands that fit their

business model or may deliver their own product directly to consumers. Category specialists often offer

considerable expertise in product innovation and enjoy a loyal customer base.

Independents/mutuals: Mutuals are retailer -or consumer- owned businesses that aim to focus on the

needs of their members, rather than simply increasing profit, thereby uniting retailers and customers under a

common goal. Mutuals and neighborhood retailers have the unique ability to directly gather and respond to

changing community needs, and are often experts in showcasing their values to the communities they serve.

Alongside the mutual we have witnessed independent local retailers re-emerge as viable players, often

utilizing online as either their core or an additional channel to market.

Future of Retail

Retail businesses will need to decide which business model(s) will set them

up for a successful future. In that context they can choose to either buy, build

or partner. If they decide to build, planning for the transition from their ‘as-is’

state to tomorrow’s ‘to be’ state will require careful consideration. We

believe, depending on the type of business you choose to become, there are

a set of fundamental capabilities a business needs to develop and deliver.

A look at the future:

Foundations of a successful

business model

These capabilities help retailers

define a customer-centric

approach to digital transformation

that connects the front, middle

and back offices. Enhancing these

capabilities will enable retailers to

ensure that every process,

function and relationship of the

organization is focused on

meeting customer expectations,

creating business value and

driving sustainable growth.

We have defined 8 key

capabilities that will be of critical

importance to navigate the future

‘consumer commerce’ landscape.

In fact, our research shows that

firms that make a moderate or

significant investment in all eight

capabilities are 2.1x (on average

across sectors) as likely to deliver

a customer experience that

exceeds expectations,

successfully execute on one or

more customer-centric objectives

and achieve ROI on one or more

metrics.*

Integrated

partner

and alliance

ecosystem

Impact*

Insight-driven

strategies and

actions

Innovative

products and

services

Experience-

centricity

by design

Digitally

enabled

technology

architecture

Aligned and

empowered

workforce

Responsive

operations

and supply

chain

Seamless

interactions

and

commerce

*Note: (a) Base: 1,299 professionals involved with customer-centric strategy decisions.

Source: A commissioned study conducted by Forrester Consulting on behalf of KPMG,

September 2018.

Future of Retail

The ability for a customer to select products in a manner

convenient for them, enabled through analytics-driven

demand planning, inventory management and distribution.

The ability to foster an analytics-driven culture that leverages

an integrated customer and product angle to deliver optimal

experiences across all touchpoints while addressing

customer data integrity, privacy and security.

Responsive operations

and supply chain

Insight-driven strategies

and actions

The ability to align management processes, capabilities and

knowledge including top-down executive vision, matrixed

and agile organizational structures and integrated

performance management.

Aligned and

empowered workforce

The ability to leverage technology systems to efficiently

deliver cross-channel experiences, provide employees with

enabling tools and maintain information privacy and security.

The ability to execute transactional activities seamlessly

across distribution, engagement, and servicing touchpoints,

consistent with the intended customer experience and

performance ambitions.

Seamless interactions

and commerce

The ability to effectively leverage third parties to access

new markets and customers, increase speed to market,

reduce costs or supplement capability gaps.

Integrated partner and

alliance ecosystem

Digitally enabled

technology architecture

The ability to design and deliver seamless customer

experiences that adapt to evolving expectations across all

physical and digital touchpoints, driving engagement,

satisfaction and loyalty.

The ability to deliver relevant, valuable and differentiated

products targeted to the most profitable customer segments,

while meeting demand and balancing cost to serve.

Innovative products

and services

Experience-centricity

by design

Future of Retail

Now that you know what models will win and what capabilities you need in

order to succeed, the big question is how to move from ‘here’ to ‘there’.

KPMG firms can help you plan the four main steps you will need to take —

define, design, pilot and implement.

Moving from today to

tomorrow: Towards a

connected future

Define

The first step is to decide which winning business model (or combination of models) is right for your organization. The

answer may be a combination of the winning business models we identified earlier in this report — or it may be a hybrid.

There will certainly be space between business models for smart retailers to carve out new niches.

As you work to define your business model, however, three key strategic considerations should be kept in mind — what

you want to achieve (both financially and for your customers); where you want to play (what markets, brands and

channels); and how you want to execute and win (which influences your core business processes, technology, structure,

culture and KPIs). Ultimately, this should lead to a clear view of the right financial model(s), business model(s) and

operating model(s) to drive your organization forward.

Design

Once you have defined your future business model, consider how each of the key connected capabilities discussed

earlier can influence your success. Think about what aspects you must build yourself, what you can buy and who you

can partner with to enhance these capabilities.

As illustrated in the chart on the following page, some capabilities will play a critical role in delivering particular business

models; others will play a lesser role. The key is to take a practical and holistic approach to assessing your current

capabilities, future requirements and gaps — and then using this information to design a clear roadmap to success.

Pilot

Test and pilot your strategy in high-priority functional areas, seeking not only to validate your strategy, but also to

uncover opportunities to tap into a larger potential for change across the organization. A deeper dive into the company’s

value chain can help identify the best immediate course of action and potential for future change.

Implement

Now it all comes down to activating, scaling and improving your strategies across the enterprise. While this will clearly lead to very

different roadmaps and priorities for different retailers, the key is to remember that all of your activities, capabilities and plans are

connected — from the front office through the middle office and into the back office.

Future of Retail

Once the business model has been selected, KPMG’s Connected Capabilities can be used

to help determine what changes are required to move the company to its desired state.

Seven business models that will succeed in the future

Digitally enabled

technology architecture

Innovative products and

services

Experience-centricity by

design

Responsive operations

and supply chain

Integrated partner and

alliance ecosystem

Insight-driven strategies

and actions

Seamless interactions and

commerce

Aligned and empowered

workforce

Platform

Multinational retailers

National heroes

Value-based retailers

Brands

Category specialists

Independent/mutuals

Eight capabilities that will help our client get there

Cost of doing

business

Business

models &

partner

Purpose

Customer

power

1 2 3 4 5

Good to have Most critical

Connecting trends to capabilities

Future of Retail

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Contacts:

Paul Martin

Chair, Global Retail

Steering Group,

UK head of Retail,

KPMG in the UK

E: [email protected]

René Vader

Global Sector Head,

Consumer & Retail

KPMG International

E: [email protected]

Anson Bailey

ASPAC Sector Head,

Consumer & Retail

KPMG China

E: [email protected]

Matt Kramer

Americas and US Sector Leader,

Consumer & Retail

KPMG in the US

E: [email protected]

Stephan Fetsch

EMA and German Sector Head,

Consumer & Retail

KPMG in Germany

E: [email protected]

Linda Ellett

Head of Consumer Markets,

Leisure & Retail

KPMG in the UK

E: [email protected]

Yuji Ito

Retail Sector Leader,

Consumer & Retail

KPMG in Japan

E: yuji.ito@jp.kpmg.com

Kostya Polyakov

National Industry Leader,

Consumer & Retail

KPMG in Canada

E: [email protected]

Robert Poole

National Sector Leader,

Consumer & Retail

KPMG Australia

E: [email protected]

Jessie Qian

Country Sector Head, Consumer

& Retail

KPMG China

E: [email protected]

Eric Ropert

Head of Consumer Markets

KPMG in France

E: [email protected]