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EDITORIAL How shoppers are buying this peak trading season; Wilko, Topps Tiles and FatFace on omnichannel – plus update on data breaches

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In today’s InternetRetailing newsletter we’re continuing our focus on the 2022 peak trading period. The latest figures suggest that spending on Cyber Monday may have outstripped that of Black Friday, while visitor numbers to stores over the weekend appear to have recovered from last year – while remaining lower than pre-Covid-19 levels. 

Today we’re also reporting as Wilko says it is focusing on omnichannel and the customer experience at a time when its customers are buying fewer goods in the face of rising inflation. The general merchandise retailer says its seen sales volumes fall during 2022, even as prices are rising. It’s now looking to improve the customer experience and is strengthening its omnichannel model as shoppers continue to buy online. 

Meanwhile Topps Tiles sets out today how it has moved into new channels – including TikTok and the Very marketplace – as it looks to win new customers. For the tile retailer, digital is a way of raising brand awareness among customers who will usually go in-store at some point during the purchase journey.

We’re reporting as FatFace expands its online service by offering personalisation from its website. Shoppers will be able to get bags, purses and clothing for adults and children personalised.

Today we’re also reporting as analysis of ICO figures suggests that retailers have been relatively hard hit by data breaches. Specialist data breach law firm Hayes Connor analysed figures from the Information Commissioners’ Office (ICO) ongoing data security report to find retail and manufacture was the sector with the third highest rate of data breaches recorded since the ICO started collecting the data in 2019.

In today’s guest comment, James Hyde of James and James Fulfilment argues that by combining highly strategic fulfilment and returns processes with strong ethical messaging, retailers can both reduce costs and enhance customer perception

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