IT meltdowns and patronising politicians: RTIH’s biggest retail technology news stories of the week
It’s Friday, the weekend is almost upon us, so let’s kick back and reflect on another eventful week for the retail systems space. Here's your briefing on the most important stories from the past five days, including Tesco, Sainsbury’s, McDonald’s, Shein, Currys, Iceland, Kingfisher, Starbucks, Waitrose, and John Lewis.
1. ‘We’re sorry for the inconvenience’: Woeful weekend as Tesco, Sainsbury’s, and McDonald’s suffer IT meltdowns
2. Currys teams with WelcoMe to launch pilot enhancing in-store accessibility for customers with disabilities
Currys has become the first tech retailer to partner with WelcoMe, with the aim of improving the shopping experience for customers with disabilities.
The partnership launches in conjunction with Neurodiversity Celebration Week.
A purpose built web app, the aforementioned platform works by allowing shoppers with a disability to register an in-person store visit, online.
Through filling out a quick form indicating any specific disability related needs or information, and an estimated date/time of arrival, stores are then notified of the upcoming visit giving them the opportunity to prepare for and accommodate any specific requirements etc.
The tool also gives retail partners access to pointers and best practice techniques to help accommodate anybody, specific to certain disabilities.
The trial will be piloted across 20 Currys stores around the Birmingham region, including: Birmingham Castle Vale, Birmingham Highgate, Birmingham Selly Oak, Burton, Cannock, Kidderminster, Leicester Fosse, Leicester St Georges, Loughborough, Merry Hill Retail Park, Shrewsbury, Solihull, Stafford, Stoke Festival Park, Stoke Longton, Sutton Coldfield, Tamworth, Telford, Wednesbury J9 and Wolverhampton.
3. Iceland boss Richard Walker slams MP Julia Lopez as she tells struggling retailers to tackle shoplifters with AI
Richard Walker, Executive Chair at Iceland, has hit out at a cabinet minister after she advised under pressure retailers in her constituency to use AI to tackle shoplifters.
Julia Lopez is the Conservative MP for Hornchurch and Upminster, and currently holds the government posts of Minister of State (Department for Science, Innovation and Technology), and Minister of State (Department for Culture, Media and Sport).
Her party has been in power in the UK for the past 14 years, with many Brits struggling amid a cost-of-living-crisis.
In a note to retailers, she praised them for investing resources and money in training staff in stores and for implementing changes which improve crime prevention while still allowing for good customer service.
However, she added: “We ask that you constantly review these measures and reduce the opportunities for offenders to target you by thinking about how and where your valuable stock is displayed and secured.”
This includes asking if their CCTV system is appropriate. Does it, for instance, boast AI capability to identify potential harmful individuals entering stores?
Walker, a former Tory donor who recently switched his support to Labour, fumed on X (aka Twitter): “Tone-deaf digital Minister tells crime-plagued stores in her constituency to use AI to tackle shoplifters.”
“Monumentally patronising. 14 years of under investment in policing is the real cause.”
4. John Lewis & Partners notches up a mobile robotics automation first with Locus AMRs DC roll-out
Locus Robotics has announced a partnership with John Lewis & Partners following deployment of its Locus AMRs at the retailer’s distribution centre in Milton Keynes.
This represents the first deployment of mobile robotics automation at John Lewis, which reports a 50% increase in its picking rates.
The LocusBots collaborate with partners at the site to improve productivity and efficiency in order fulfilment, while also eliminating unproductive walking time and the need to push heavy carts or lift items.
The robotic fleet is helping John Lewis achieve greater throughput and accuracy as it scales up its e-commerce operations to meet rising customer demand.
5. Pay360 conference review - challenging times in payments need not hinder innovation or future path
But Mastercard’s SVP of FinTech & Digital, Darren Deal, maintained the UK was still an “epicentre of payment innovation” with its number of companies set to double by 2030, while Joe Garner, author of a report on its future, discussed the road ahead.
“The ‘build it and they will come’ era of FinTech and payment innovation is over,” admitted Deal during his opening address to the Pay360 conference at London ExCel which attracted retailers, bankers and FinTechs from all over the world.
“It’s ‘show me the money’ time now,” said Deal, in regard to the need to monetise innovation now that VC investment levels are falling due to rising interest rates making money expensive once again.
“There are still 76,000 jobs reliant on the sector in the UK, however, and £11 billion is contributed directly to the economy by the payments sector,” he commented, adding that: 57% of all UK transactions are now on cards; 6.5% of all GDP is covered by cards for the latest 2022 figures available, equating to £161 billion and 2.1 million jobs overall.
6. Kingfisher launches new Mirakl powered home improvement marketplace at Castorama France
Kingfisher has announced the launch of a home improvement e-commerce marketplace at Castorama France.
The launch follows marketplaces at B&Q in the UK, Brico Dépôt in Spain and Portugal and its Koçtaş joint venture in Turkey.
Castorama France will introduce over 500,000 new products from verified third-party merchants onto its e-commerce channels. This represents a sevenfold increase in the product choice available for the banner’s customers, complementing the c.70,000 products already available directly from Castorama.
Merchants will benefit from a presence on its website, which attracts between 10 and 15 million visitors per month. They will also be able to access retail media solutions offered by Kingfisher.
The marketplace leverages a scalable Kingfisher technology platform built in conjunction with partners at Mirakl. Kingfisher is preparing to launch a further marketplace harnessing this technology at its Castorama Poland banner later this year.
7. Starbucks bins Odyssey NFT rewards programme but retailer promises more to come from its Web3 adventures
The retailer brought in Adam Brotman, the architect of its Mobile Order & Pay system and app, to serve as a special advisor.
“We have a history of harnessing emerging technology to innovate on behalf of our customers and making it easily accessible and approachable for the mainstream,” said Brady Brewer, Starbucks Executive Vice President and Chief Marketing Officer.
“Our innovative spirit and the desire to continuously exceed the expectations of our customers has led to the launch of Starbucks Odyssey.”
All very cool sounding. But alas, after a barrage of hype, this has remained as a closed, invite only beta. And now Starbucks is quietly binning it.
8. BT Group Adyen partnership enables small business customers to accept contactless payments via iPhones
BT Group’s digital and startup incubation arm, Etc., has announced a partnership with FinTech big hitter, Adyen, to enable small business customers to accept in-person contactless payments with Tap to Pay on iPhone.
This allows merchants to accept physical debit and credit cards, Apple Pay and other digital wallets, removing the need for card readers or extra hardware.
The BT Tap to Pay app has been created with input and feedback from small businesses, mobile workers and sole traders across the UK.
In addition to enabling in-person contactless payments, Tap to Pay on iPhone and the BT Tap to Pay app includes built-in security and privacy features, the ability to view payment history at a glance, and a simplified refund process.
The partnership combines EE’s connectivity with Adyen’s expertise in mobile payments. Businesses using the service will receive BT Group’s transaction rate of 1.4% on customer payments taken.
Apple’s Tap to Pay on iPhone technology uses the built-in features of iPhone to keep business and customer data private and secure. When a payment is processed, Apple doesn’t store card numbers or transaction information on the device or on Apple servers.
The BT Tap to Pay app is available to download from the Apple App Store, and UK small businesses and sole traders can login with an EE or BT account to get started within minutes.
9. Waitrose and WRAP tap eye tracking tech and behaviour change science to push loose produce benefits
This is taking place in Waitrose’s Thatcham store near Reading, with eye tracking software monitoring shopping habits.
Catherine Loader, Sustainability Manager at Waitrose, says: "We are committed to supporting customers in buying what they need, and during Food Waste Action Week we’re running trials to understand how signage and customer communications influences purchase of loose fruit and veg.”
“This trial is part of a wider strategy and pledge to offer more loose fruit and veg in store, which also reduces plastic waste. We’re committed to helping our customers reduce household food waste, with over 100 lines now packaging free.”
“We look forward to sharing the results of the trials and continuing to help our customers choose what they’ll use."
10. Shein set to market supply chain technology to outside brands and designers. Here’s why it’s a smart move
It’s a smart move, according to Brittain Ladd, a supply chain consultant and former Amazon executive.
In a LinkedIn post, he said: “Shein and Temu are both doing exactly what I stated they would do when I first started writing about the companies two years ago.”
“Primarily, they are following the Chinese business playbook written so well by Alibaba, Pinduoduo, and JD.com - provide an ecosystem of options and services that are open to all.”
Shein’s Executive Chairman, Donald Tang, announced the aforementioned plan in a letter to investors. allowing outside brands and designers to leverage his company’s system for testing out new fashion items in small batches and tracking how popular they are with consumers.
Tang called the new initiative “supply chain as a service.”
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