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EDITORIAL How shoppers are buying differently in 2019

In today’s InternetRetailing newsletter we’re reporting on how shoppers are buying in new and different ways, thanks to the technology that retailers now use in order to make shopping easier and more convenient. A GlobalData report suggests that more of us are signing up for delivery subscriptions, exchanging loyalty for certainty on delivery costs. John Lewis this week shares the way its customers buy from it, while a Salesforce study asks shoppers around the world – including in the UK and Ireland – how they prefer to shop – and it seems that convenience and the in-store experience both remain important for customers across the UK and Ireland. Convenience lies behind the move to buy from smartphones and to pick up items in store, while stores enable those convenient click and collect services while also offering in-store experiences that make a real difference to customer loyalty.

We hear from Paul Kendrick, managing director of, on how the retailer serves its customers – especially in the run up to Christmas. And we look at how WHSmith has approached selling on the high street in a year when it has cut store rents and focused on selling stationery, its key category, across sales channels. While the retailer may seem to be focusing on retail basics, it’s also found innovative ways of making the most of its retail space through partnerships with third-party sellers including the Post Office.

All of these are information and insights that are key at a time when shoppers are spending less: the latest ONS retail sales report suggests that while shoppers spent more online in September than they did at the same time last year, they spent less than in August 2019.

Today’s guest comment comes from Tara Edwards of Trimepil who considers five tech trends that are shaping the grooming industry.

Image courtesy of John Lewis

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