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Customer first: the latest multichannel news from Waitrose, Ted Baker, Thomas Cook and more

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In today’s InternetRetailing newsletter, we focus on the customer. Retail today, it’s become clear in recent years, is being driven by the customer and in getting to know who shops from them and why, retailers gain a big advanatage. Today new data from Qubit gives us fresh insights into who the most valuable customers are for UK retailers, while a guest comment from Quidco’s Andreas Andreou considers how retailers can make their customers feel special.

Waitrose must have been doing something special for its customers, as figures out today show it’s grown ecommerce grocery sales by 42.6% over the first half of its financial year. We also report today on how Ted Baker has also put the emphasis on the customer in its new US ecommerce site. Meanwhile, adapting to the way consumers now want to shop has helped town centres adapt and evolve for the future, a new report shows.

Today we also report on how an omnichannel strategy is helping Thomas Cook boost its underlying profits, and on a new customer for station-based parcel collection network Doddle.

Our webinars

On August 20, we welcome Rackspace as it brings together the team behind Harvey Nichols’ multichannel transformation. Darryl Adie, managing director of Ampersand Commerce, Roland Breadner, head of ecommerce at Rackspace, will tell the story of how Harvey Nichols created a luxury multichannel experience that had the customer at its core. The free webinar, Exuding luxury through the omnichannel experience, the Harvey Nichols story, will take place at 11am on August 20. Find out more about the free event and register by clicking here.

Click to visit the Internet Retailing webinars page to find out about any upcoming webinars and to catch up on any that you may have missed.

Our conference

Our next big event is the Internet Retailing Conference, to be held on October 14 at the Novotel, Hammersmith, London. Keynote speakers confirmed so far include Mark Lewis, online director, John Lewis, Andy Harding, executive director, multichannel at House of Fraser, and Jérôme Cochet, senior vice president sales at Zalando. The conference takes the theme of Re-foundation, and will be keynoted by retailers who have led transformation within their business as their product sector or the retail landscape have evolved. Find out more at

Catch-up on IRX 2014

If you missed an Internet Retailing Expo 2014 presentation that you’d like to catch up on, you can do so now through the post-event website. Visitors to can access all the presentations that we’ve been given permission to share with our audiences.

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