If You Ignore Customers, Don't Be Surprised When They Shop Online. Because if Customers Feel Invisible, They Will Shop Elsewhere

A real-life lesson in customer service and why ignoring paying customers can drive shoppers straight to online retailers like Amazon.

The battle for the future of Britain's high streets is a topic that comes up regularly. 

Retailers talk about rising costs, online competition, changing consumer habits and the challenges of attracting customers through their doors.

But sometimes the biggest threat to a business isn't Amazon, eBay or any other online giant, or a supermarket. Sometimes it's simply poor customer service.

My wife and I recently experienced a perfect example.

We visited a specialist cheesemonger that we have used several times before. We weren't browsing. We had every intention of making a substantial purchase, expecting to spend somewhere between £50 and £60 on a selection of quality cheeses.

When we entered the shop there were only two members of staff present: the manager and an assistant who were both behind the counter. There were no other customers.

The assistant was engrossed in loudly reading a lengthy letter on her phone concerning the departure of the headmaster at her daughter's school. As my wife and I approached the counter, the manager glanced up and asked, "Can I help you?"

"Yes, please," I replied.

That should have been the start of a straightforward sale.

Instead, the assistant continued reading the letter aloud. At one point she even exclaimed, "Oh! I thought that was all, but there's lots more!" before carrying on. The manager appeared equally interested, asking questions and engaging in the conversation.

Meanwhile, my wife and I stood waiting.

And waiting.

And waiting.

Neither member of staff made any effort to serve us, acknowledge the delay, or even pause their discussion. Eventually we simply turned around and left.

The sale was lost.

As we walked away from the shop my wife summed it up perfectly.

"And shopkeepers wonder why people buy items on Amazon instead of using high street traders!"

Her comment struck a nerve because it highlights a truth many businesses still struggle to accept.

Customers don't just buy products. They buy experiences. They buy service. They buy convenience. They buy feeling valued.

Amazon doesn't always offer the best products, the lowest prices or the most specialist knowledge. What it does offer is efficiency. Customers click a button, place an order and receive what they need without being ignored or treated as an interruption.

Independent retailers have something Amazon can never replicate: personal service, expertise and human interaction. Yet those advantages disappear the moment staff become distracted by their phones or personal conversations.

Every customer who walks through the door is a potential sale. More importantly, they're a potential repeat customer.

In our case, two loyal long-term customers left empty-handed because two members of staff chose a school letter over a paying customer.

The lesson for businesses is simple: if customers feel invisible, they'll quickly find somewhere else to spend their money.

Incidentally, many cheesemongers have Amazon channels. To see what we mean please check out this link to our associated Amazon-powered retail shop:- https://amzn.to/4ojcYbK

BIXOLON Demonstrates its Complete Range of Retail Printing Solutions at EuroShop 2026

BIXOLON Co., Ltd, a leading global Mobile, Label and POS Printer Manufacturer, welcomes visitors onto stand 6A32 throughout the show, where it will be showcasing its sophisticated range of Retail printing solutions to the European market.

Key exhibition product highlights will include:

POS Printers – Displaying its leading range of Point-of-Sale printing technology, BIXOLON will showcase the SRP-S200 2-inch (58 mm) and recently launched SRP-S300II 3-inch (80 mm) receipt and linerless label printers. Alongside the SRP-Q300 3-inch (80 mm) ultra-compact front-exit printer for space-constrained environments. The ultra-fast, feature rich SRP-380plus 3-inch (80 mm) desktop POS printer, and the best-selling SRP-350plusV 3-inch (80 mm) receipt printer known for proven reliability across retail applications.

BIXOLON will also present its kiosk POS printing models, including the BK5-31 3-inch (80 mm), BK3-31 3-inch (80 mm), and BK3-21 2-inch (60 mm), delivering dependable, high-performance printing for self-service and unattended retail environments.

Mobile Printers – Multi-award-winning manufacturer BIXOLON will showcase its XM7 mobile printer series, available in 2-inch, 3-inch and 4-inch (58 / 80 / 112 mm) models supporting linerless label and receipt printing for diverse retail needs from product markdown labelling to e-commerce labelling. Highlights include the XM7-40R 4-inch (112 mm) RFID mobile label printer, which combines fast printing with encoding capabilities for efficient RFID label management. The range is complemented by BIXOLON’s mobile printers, including the SPP-R200III 2-inch (58 mm) and the durable SPP-L310 3-inch (80 mm) and SPP-L410 4-inch (112 mm) mobile label printers, delivering reliable performance across retail environments.

Industrial and Desktop Label Printers – BIXOLON will unveil its NEW XD5-40II Series 4-inch (112 mm) including RFID-enabled model and healthcare-optimised models for mission critical, retail and medical labelling. Also featured is the XT5-40 4-inch (112 mm) industrial RFID label printer and the XL5-40 4-inch (112 mm) linerless printer supporting sustainable labelling. Plus the XD3-40 4-inch (112 mm) cost-effective desktop label printer and the XQ-840II 4-inch (112 mm) all-in-one touchscreen printer, all delivering reliable, value-driven performance across a variety of industrial and desktop applications.

BIXOLON also celebrates being joined on the stand by a selection of market-leading partners who will be showcasing the latest in software and hardware technology working in conjunction with BIXOLON’s printing solutions. These include plastic card printing from Maxicard, a full-service provider specialising in the printing, production, and personalisation of credit card-sized cards, delivering high-quality and secure card solutions for a wide range of applications. Plus interactive kiosks and software solutions from K2 CORP, a French designer of interactive kiosks and a developer of innovative software solutions.

“Retail is entering a new era where flexibility, automation and data-driven accuracy are no longer optional but essential” Paul Kim, Managing Director of BIXOLON Europe GmbH, explained to That's Business. 

“EuroShop gives us the opportunity to engage directly with retailers and partners, understand their evolving challenges and show how BIXOLON’s innovations can empower them to operate smarter, faster and more sustainably.”

To find out more, visit BIXOLON at www.BIXOLON.com or contact sales@bixolon.de to make an appointment to meet the team.

Ignore the doom-mongers – e-commerce had a strong December and crushed Christmas, says Parcelhero

Reports of online’s death this peak season were greatly exaggerated, says Parcelhero. The latest ONS retail figures show 2025’s results smashed 2024’s December and golden quarter results.

There’s still gold in retail’s golden quarter, says the home delivery expert Parcelhero. Forget talk of  ‘Drab December’ – online peak sales values for October-December 2025 surged by 8.4% compared to the same period in 2024.

The latest Office for National Statistics (ONS) retail sales bulletin for December 2025 reveals online in particular enjoyed a mini-boom, while overall sales for online and High Street stores were also up in December 2025 compared to both the previous month and December 2024.

Parcelhero’s Head of Consumer Research, David Jinks M.I.L.T., told That's Business: "Despite talk about a “Drab December” and lacklustre Christmas peak, the latest ONS retail sales figures show online sales had a strong December. Non-store retailers (the majority of which are online) saw their sales volumes (the amount we bought) rise 4.2% in December compared to November. The end of the so-called “golden quarter” was literally that, with online jewellers reporting a resurgence in demand for precious metals in December.

"In terms of online sales values (the amount we spent), spending was up 1.8% in December compared to November and, encouragingly, soared a whopping 11.1% compared to December 2024. 

"E-commerce sellers enjoyed a strong Christmas-BFCM (Black Friday/Cyber Monday) peak overall, in terms of the amount Brits spent online. The October-December golden quarter saw sales values rise by 2.1% over the previous quarter (though they slipped -1.5% in terms of sales volumes) and values also rose an impressive 8.4% over 2024’s peak period.

"Nor did online’s successful December come at the expense of High Street sales. In fact, overall retail sales volumes (in-store and online) were up 0.4% in December compared to November and 2.5% over December 2024. In terms of the entire peak season, while volumes did fall slightly (-0.3%) against the previous quarter (July-September, 2025) they were up 2.1% against 2024’s seasonal peak. Likewise, in terms of the value of total sales (in-store and online) December’s spending topped November’s by 0.8%.

"With December being the final month of 2025, the ONS also had some good news looking back on the year as a whole. Retail sales volumes overall rose by 1.3% in 2025 over 2024 with non-store sales (mostly online) in particular rising 3.6% over the previous year.

"In short, online sellers can be heartened by this largely positive set of results and can plan for Christmas 2026 with more confidence!

"Ultimately, however fickle or strong key retail periods of the year prove to be, it's those stores with a combined High Street and online offering that are most protected against unexpected events.

Parcelhero’s influential report “2030: Death of the High Street” has been discussed in Parliament. It reveals that retailers must develop an omnichannel approach, embracing both online and physical store sales. Read the full report at: https://www.parcelhero.com/content/downloads/pdfs/high-street/deathofthehighstreetreport.pdf

Why You Shouldn’t Assume Your Shop Customers Aren’t Neurodivergent

In retail, good customer service is often taught as being proactive: greet customers quickly, offer help, and make your presence known. 

While well-intentioned, these standard approaches can unintentionally create discomfort or distress for neurodivergent customers, particularly those who are autistic (ASD).

The key issue is assumption. You cannot tell whether a customer is neurodivergent by looking at them, and many autistic adults mask their differences extremely well.

Presuming that “everyone shops the same way” risks alienating a significant number of people who simply want to browse in peace.

Autism and the Retail Environment

For many autistic people, shops can already be challenging spaces. Bright lighting, background music, crowded aisles, strong smells, and constant movement can all contribute to sensory overload. When you add sudden human interaction into that mix, the experience can quickly shift from manageable to overwhelming. Especially at Christmastime. 

Common retail behaviours that may cause distress include:

Being approached from behind without warning

Sudden verbal interaction while deeply focused

Staff standing too close or blocking escape routes

Repeated offers of help after a customer has declined

These actions are not rude or malicious — but for some ASD customers, they can trigger anxiety, startle responses, or even a fight-or-flight reaction.

“Can I Help You?” Isn’t Always Helpful

Many autistic shoppers are highly independent and come into a shop with a clear purpose. They may have rehearsed what they need to buy, where it is located, and how long they intend to stay. An unexpected interruption can break that mental plan.

Repeated or enthusiastic offers of assistance can feel intrusive rather than supportive, particularly when the customer neither needs nor wants help. In some cases, the pressure to engage socially may even cause someone to abandon their purchase and leave the shop entirely.

The Problem With Assumptions

A major barrier to inclusive retail is the assumption that neurodivergence is rare, visible, or limited to children. In reality:

Many autistic people are adults

Many are undiagnosed or late-diagnosed

Many mask their discomfort to avoid judgement

That quiet, focused customer who avoids eye contact or startles when spoken to may not be “rude” or “awkward” — they may simply be navigating the environment in the best way they can.

A More Inclusive Approach to Customer Service

You do not need to eliminate human interaction to be inclusive. Small changes in approach can make a significant difference:

Approach from the front or side, within the customer’s field of vision

Allow browsing time before offering help

Use neutral, optional language, such as “I’m here if you need anything”

Accept ‘no thank you’ immediately, without repeating the offer

Avoid sudden touch or close proximity

These practices benefit all customers, not just neurodivergent ones. Many peopl,  tired parents, anxious shoppers, those dealing with chronic illness, also prefer calm, low-pressure environments.

Quiet Isn’t Disengaged

One of the most damaging misconceptions in retail is that a customer who is quiet, reserved, or avoids interaction is disengaged or unhappy. For many autistic shoppers, the opposite is true. Silence and space can mean comfort, safety, and focus.

Inclusive customer service is not about doing more, it is about doing less, more thoughtfully.

Why This Matters for Business

From a purely commercial perspective, neurodivergent people are customers with spending power, loyalty, and influence. Many actively choose shops where they feel safe and understood — and avoid those where they feel pressured or overwhelmed.

Word-of-mouth within neurodivergent communities is powerful. A reputation for being calm, respectful, and non-intrusive can set your business apart.

Final Thoughts

You don’t need to know who is neurodivergent to treat customers inclusively. By assuming that any customer may prefer space, predictability, and autonomy, you create a retail environment that is calmer, kinder, and more effective for everyone.

Good customer service isn’t about constant interaction. Sometimes, the best service you can offer is simply letting someone shop in peace.

How Small Retailers Can Launch Their Own Online Shops in Time for Christmas – Even on a Budget

The Christmas shopping season is fast approaching, and for small retailers it represents one of the best opportunities of the year to boost sales and connect with customers. 

But what if you don’t yet have an online presence? An online retail outlet? 

The good news is that setting up an online shop doesn’t have to be complicated or expensive. 

With a few clever choices, you can get your business online in time for the festive rush – without breaking the bank.

Why Go Online Now?

Shoppers are looking early: More and more customers are starting their Christmas shopping in October or November.

Convenience rules: Busy consumers prefer to browse and buy online, often outside of standard shop opening hours.

Compete with the big players: Having your own online shop helps level the playing field against high street chains and e-commerce giants.

Budget-Friendly Ways to Launch Your Shop

You don’t need a huge investment in web design or tech. Here are some low-cost, high-impact options:

1. Use Online Shop Builders

Platforms like Shopify, Big Cartel, Squarespace, or Wix allow you to create a professional-looking online shop in hours. Many offer free trials, and monthly plans can start from as little as £10–£20.

2. Try Marketplace Add-Ons

If you already sell on Etsy, eBay, or Amazon Marketplace, you can integrate these with your own site to make shopping seamless while keeping costs low.

3. Social Media Shops

Facebook and Instagram both allow you to create product catalogues and sell directly through your social media pages. It’s a free way to reach your existing followers while boosting festive sales.

4. Keep It Simple

Start small – you don’t need to upload your entire product range at once. Focus on your bestsellers, gift-ready items, or Christmas specials. A streamlined shop is easier to manage and market.

5. Payment Options on a Budget

Services like PayPal, Stripe, or Square are easy to set up and require no big upfront investment. They take a small transaction fee but save you from costly merchant service contracts.

Making Your Online Shop Stand Out for Christmas

Festive branding: Add a seasonal banner or Christmas-themed product images.

Gift bundles: Create ready-made hampers or multi-buy offers for quick gifting.

Clear delivery info: Highlight last posting dates and delivery charges upfront to avoid abandoned baskets.

Click & collect: If you have a physical shop, this is a brilliant way to connect your online and offline customers.

Spreading the Word Without Spending a Fortune

Use social media posts and short videos to showcase gift ideas.

Send a simple email newsletter (Mailchimp has free plans) to remind past customers of your new online store.

Collaborate with other local businesses to share each other’s shops online.

Launching an online shop doesn’t have to cost the earth or take months to prepare. By starting now, focusing on the essentials, and making use of budget-friendly tools, small retailers can join the online Christmas shopping rush and give their business the gift of new customers.

When you have launched your online Christmas retail shop please email us at afj_uk@yahoo.com and we'll promote it for you, free of charge, on our sister site That's Christmas and here on That's Business.

Why Small Businesses Shouldn’t Overlook Amazon as a Growth Platform

In today’s fiercely competitive marketplace, small businesses, from independent bookshops and boutique beauty brands to local pet shops, artists, cake makers, designers, face a constant challenge: how to grow their customer base without overstretching their resources. 

While many entrepreneurs dream of keeping things local and personal, there’s a powerful tool that can help elevate visibility and sales on a national or even global scale: Amazon.

It may seem counterintuitive to team up with such a giant when your brand is built on independence and uniqueness. However, using Amazon doesn’t mean selling out. Instead, it can mean scaling up smartly. But  on your terms.

1. Amazon Offers Visibility You Simply Can’t Get Elsewhere

Even the most beautifully designed e-commerce site can struggle with visibility. Amazon, on the other hand, is where millions of people start their shopping journey. By listing your products on the platform, you're placing yourself in front of a vast audience that’s already primed to buy.

This is especially powerful for niche businesses. A small eco-conscious skincare brand or an independent publisher of children’s books might find it hard to drive traffic to their own site. But Amazon’s search features and suggested products algorithm can surface your items to curious, relevant shoppers.

2. It Levels the Playing Field for Independent Sellers

Amazon isn’t just a platform for big-name brands. In fact, over 60% of items sold on Amazon come from third-party sellers — many of them small businesses. With access to tools like Fulfilled by Amazon (FBA), sellers can store their products in Amazon’s warehouses and let the platform handle packing, delivery, and even customer service.

For a small artisan jeweller or pet accessory designer, that means less time dealing with logistics and more time focused on making and marketing their products.

3. Amazon Builds Trust — Especially for New Customers

Consumers tend to trust Amazon. Its policies on returns, fast shipping, and secure payment are widely recognised. For small businesses, piggybacking on that trust can be a game-changer — especially when trying to win over first-time buyers.

Think of a newly launched vegan candle business: even if potential customers have never heard of your brand, seeing it on Amazon with positive reviews can build the credibility needed to make a sale.

4. You Can Still Retain Brand Identity

Using Amazon doesn't mean abandoning your brand’s voice or ethos. Your listings can feature your brand name, high-quality images, and detailed product descriptions that highlight your values. Amazon even offers Brand Registry for registered trademarks, giving sellers greater control over how their products are presented, and helping to protect against counterfeits.

Many creatives, like illustrators selling art prints or authors selling self-published books, have found success using Amazon as just one part of a broader strategy. They drive traffic to their own website for custom orders or exclusive items, while using Amazon to sell high-volume or evergreen products.

5. It Can Be a Low-Risk Testbed for Product Ideas

Not sure whether your handmade dog toys will resonate beyond your local area? Or whether your vintage-inspired stationery line could find a national market? Listing products on Amazon is a relatively low-cost way to test demand, pricing, and keywords before investing heavily in large production runs or marketing campaigns.

You’ll get data, feedback, and sales trends — invaluable insights for any small business trying to scale sustainably.

6. It's a Way to Diversify — and Build Resilience

The last few years have taught us how important it is for small businesses to have multiple income streams. Relying solely on footfall, events, or even a single social media platform can be risky. Amazon is just one more outlet — and a powerful one — that can keep revenue flowing even when other channels slow down.

For small business owners, whether you're a local bookshop with a curated collection, a maker of bespoke soaps, or a freelance artist with a growing portfolio, Amazon is not the enemy. It’s a tool. Used strategically, it can help expand your reach, build your brand, and strengthen your business.

The key is to approach it on your terms. View Amazon not as a replacement for your website or personal touch, but as a stepping stone to new customers who wouldn’t otherwise find you. In a digital-first world, visibility is currency. And Amazon is a platform that can help you earn it.

Branding Your Online Shop: A Beginner’s Guide

In a crowded digital marketplace, branding is what sets your shop apart. 

It’s not just about a logo: It’s about the feeling your store gives customers the moment they land on your page. 

Whether you’re on Etsy, Shopify or Amazon, consistent and compelling branding can turn browsers into loyal buyers.

Why Branding Matters

Builds Trust: A cohesive look and feel makes your store appear professional.

Creates Recognition: People remember brands with distinct personalities.

Drives Loyalty: Branding is how you turn one-time buyers into repeat customers.

Key Elements to Focus On

Name: Choose something memorable and easy to spell.

Logo: Invest in a clean, simple design—tools like Canva can help you get started.

Colour Scheme & Fonts: Stick to 2–3 core colours and 1–2 typefaces.

Tone of Voice: Is your shop playful, premium, eco-conscious? Let it show in your copy.

Brand Consistency Is Key

Use your chosen visual and verbal identity across:

Product photos and packaging

Social media

Email newsletters

Customer service replies

How to Set Up and Operate Your Own Online Retail Establishment Using Etsy, Shopify, Amazon or Similar Tools

In today’s digital-first economy, setting up an online retail business is not just potentially viable, it’s often preferable. 

Whether you’re looking to turn your hobby into a side hustle or launch a full-time eCommerce enterprise, platforms like Etsy, Shopify, and Amazon make it easier than ever to get started.

 But while the tools may be powerful, success still depends on careful planning and consistent effort.

Here’s a step-by-step guide to launching your own online retail establishment using some of the most popular platforms available.

1. Choose the Right Platform for Your Product

Each eCommerce platform comes with its own strengths:

Etsy is ideal for handmade, vintage or craft supply items. It caters to buyers looking for unique and creative goods.

Shopify offers a fully customisable eCommerce storefront. Best for those wanting full brand control and scalability.

Amazon gives you access to a massive customer base but comes with high competition and strict seller guidelines.

Tip: Many sellers start on Etsy or Amazon to test the market, then expand to Shopify as their brand grows.

2. Research and Define Your Niche

Even the most user-friendly platform won’t help if you don’t know who you're selling to. Ask yourself:

What problems does your product solve?

Who is your ideal customer?

What are your competitors doing—and how can you do it better?

Use tools like Google Trends, Answer the Public, and each platform’s own search bar to find out what people are searching for.

3. Set Up Your Store

Here's what you need, regardless of platform:

Business Name: Choose something memorable, relevant, and available as a domain.

Logo & Branding: Consistent visuals help build trust.

Product Listings: Use clear photos, compelling descriptions, and relevant keywords.

Pricing Strategy: Consider your costs, competitors, and value proposition.

Platform-Specific Tips:

Etsy: Use all 13 tags and make use of Etsy SEO best practices.

Shopify: Invest in a clean theme and consider useful apps for shipping, upselling, etc.

Amazon: Understand FBA (Fulfilled by Amazon) vs FBM (Fulfilled by Merchant).

4. Sort Out the Logistics

Payment Processors: Stripe, PayPal, or built-in options depending on your platform.

Shipping & Fulfilment: Will you ship yourself or use a fulfilment service?

Taxes & Legalities: Register as a sole trader or limited company and understand your VAT obligations.

In the UK, you’ll need to register with HMRC. Depending on your turnover, you may need to charge VAT. Keep accurate records from day one.

5. Drive Traffic to Your Store

No matter how good your product is, people need to know about it. Here are a few ways to build traffic:

Social Media: Instagram, Pinterest and TikTok are especially good for product-based businesses.

Email Marketing: Build a mailing list and reward sign-ups with discounts.

Search Engine Optimisation (SEO): Optimise product titles and pages with keywords.

Ads: Consider paid advertising on Google, Meta (Facebook/Instagram), or within the platform (Etsy Ads, Amazon Sponsored Products).

6. Provide Stellar Customer Service

Good reviews lead to more sales. Offer excellent customer service, respond to messages promptly, and go the extra mile with packaging and personalisation.

7. Analyse and Improve

Use analytics tools (Google Analytics, Shopify Reports, Amazon Seller Central) to monitor:

Best-selling products

Customer demographics

Conversion rates

Use this data to adjust your pricing, marketing strategy and product offerings.

Points to ponder

Starting an online retail business is a journey that blends creativity, strategy and perseverance. With the right platform and mindset, anyone can tap into the global marketplace and build a successful eCommerce brand. Whether you choose Etsy for its artistic flair, Shopify for its flexibility, or Amazon for its scale, the key is to stay consistent, learn as you go, and always keep your customer at the heart of your business.

Want to Learn More?

Check out our guides on branding your online shop, UK tax tips for sole traders, and using social media to grow your customer base—all right here on That’s Business.

Consultation Announcement Oversight Expectations For Links Between Retail Payment Systems

The Eurosystem has established a harmonised single set of oversight expectations for retail payment systems to properly oversee the link arrangements between these systems. This document, entitled "Oversight expectations for links between retail payment systems", covers risks related to legal, financial and operational arrangements, as well as issues related to access, governance and efficiency.

The Eurosystem would like to invite all interested parties to comment on the document proposal by 18 May 2012, particularly by answering the following questions:
1. Taking into account SEPA, how do you see the evolution of retail clearing infrastructures in Europe and the role of links between retail payment systems?
2. Are the definitions of links and the scope of application of oversight expectations clearly defined in the document?
3. Do oversight expectations address all the risks and efficiency aspects inherent in link arrangements?
4. What is your opinion on the risks and efficiency of indirect and relayed links between retail payment systems in comparison with direct links? Do the proposed expectations appropriately address these risks? Have you established any indirect or relayed links with another retail payment system?
5. Which areas of these expectations could be subject to grading according to the importance of the link (proportionality)?

The final version of the oversight expectations will be published in the ECB's website once the public consultation is complete. Any comments received will be made public on the internet unless it is clearly indicated that the author does not consent to such publication. Comments should be sent in English or the relevant official Community language, either to the European Central Bank, Secretariat Division, Kaiserstrasse 29, D-60311 Frankfurt am Main, Germany, Fax: +49 69 1344 6170, E-mail: ecb.secretariat@ecb.int or to any of the national central banks of the Eurosystem.

Intershop to Present New Intershop 7 Platform at Internet Expo & Digital Marketing in Stockholm

In-depth product demonstrations at Booth C05
Robert Kornfeld to speak on mobile commerce and multi-cross commerce

Stockholm, Sweden, 13 March 2012 – Intershop is presenting its new cross-channel commerce platform, Intershop 7, at the Internet Expo & Digital Marketing show, which takes place at Kistamässan in Stockholm on 14 and 15 March.

With over 1,500 features, Intershop’s latest product opens up new possibilities for sophisticated multi-channel commerce. It provides store managers with unprecedented flexibility to adapt their online business to the ever-changing needs and expectations of their customers. Powerful features, such as Design View, integrated A/B Testing, and an advanced Promotions Engine, make it possible to evolve and manage storefronts fast, test consumer preferences, and create highly targeted user experiences.

Visitors to the Intershop booth (C05) can see in-depth demonstrations and presentations of the new functionalities in Intershop 7.

In addition, Robert Kornfeld, Country Manager Scandinavia, will present in two sessions. His first session, titled ‚Mobile Commerce, not an option – a necessity’, will take place on Wednesday 14 March at 11.30-12.00.

His second session is titled‚ Multi-x commerce perfectly united’, and held on Thursday 15 March at 12.30-13.00.

For more information, please visit www.intershop.com/event-details/events/internet-expo-...

Struggling with crippling rents? Good news! You have a retail champion!

Britain’s struggling High Street shops have been thrown a lifeline with a new way of reducing crippling rents.

A retail champion is saving companies around 50% a year in charges so they can carry on trading and landlords don’t have to board up stores.

Financial experts believe the shopping landscape could be obliterated as rising rent reviews and poor sales force shop-owners to hand back the keys.

But an organisation is rescuing firms from the brink by negotiating new rent deals that give hope for landlords and the shops that are vital to national recovery.

“Everyone knew there was a lot of pain out there on the High Street but up until last year there wasn’t much blood. Now it is starting to flow,” said David Abramson, Managing Director of Rent Reform Ltd.

“Up to half of all shop rents are overpriced because they are held in long-term leases with upward-only reviews which make no allowance for the challenging economic climate. Firms are coming out of five-year terms and finding their rents going up just at the time they need the most help.

“Landlords don’t want properties empty so it is a question of finding a reasonable path so that our High Streets can keep going. We need retail to thrive to drive the economic recovery.”

Rent Reform has been deluged with retail giants and smaller shopkeepers keen to lower their costs and carry on trading as more High Street shops are boarded up.

“There needs to be a national review of the lease structure,” he added.

“Landlords are out of touch with the financial climate if they fail to grasp the simple fact that there is no longer as much money in the kitty for rents as there used to be. Without realistic reviews of rent rates we will see increasing numbers of High Streets die."

Rent Reform has negotiated rent savings for High Street chains, La Tasca, Subway and Walmsleys as well as a string of small businesses.

“We save businesses in the short term between 40-60%. It might just be for a few years and the landlord doesn’t have to suffer long term but it gives struggling firms room to breathe.”

Many retailers are simply unaware they can renegotiate rental agreements through third party experts and so are losing thousands of pounds in unnecessary costs as a result, claimed Rent Reform.

High Street fortunes have been devastated by the recession with lingerie retailer La Senza, the Peacocks chain and nostalgia gift retailer Past Times the latest firms to bite the dust and 30,000 retail jobs are estimated to be under threat in 2012.

Simon Wilkinson, chief executive of the Oxford-based La Tasca restaurant chain, said Rent Reform had protected the future of some of his outlets.

Aroma oriental restaurants saved £300,000 from its rent roll with 25 per cent reductions across three of its six sites.

“These are tough times and they allowed me to keep them going,” said owner Colin Aroma. “I employ 200 plus people and without Rent Reform we would have probably had to shut three restaurants putting 60 to 70 people out of a job.”


www.rentreform.co.uk

UK Company Supports Local Retailers Moving To Internet Shops

Today saw the announcement that up to fourteen retail shops closed every day in 2011 as shoppers move to internet buying. Bracknell based Insight Group, a specialist website provider, has responded to this by offering a free copy of its WebMaker website builder product to every tenth purchaser.

WebMaker SHOP costs just £17 a month for a comprehensive website solution that enables retailers to sell their products and services online, with full support for PayPal transactions as standard.

“As retailers see their high street locations getting less traffic, more and more of them are looking to move to the web,” said Mark Robson, partner at Insight. “Our WebMaker solution makes it simple to move shop sales to the internet quickly.

"We’ve also made sure that the price is very affordable so that at a time when retailers are seeing a drop in customers and revenue, they can capitalise on the internet and boost their sales quickly.”

WebMaker SHOP comes complete with everything a retailer needs to get online, including hosting, website design, unlimited pages, website name registration, 100 email addresses, full e-commerce system and massive storage at 10Gb to hold all a retailer’s product information. Insight also offers a free 30-day trial of a live system.

Retailers can find out more by visiting WebMaker website builder website.

Boost for shopping on Facebook?

Shopcade is a new social shopping experience on Facebook and it is helping worldwide brands and retailers expand their social media strategy, reach and sales, while empowering consumers to create a relevant shopping experience for themselves and their friends.

With its recent launch, Shopcade offers brands and retailers a new avenue to increase their visibility within social media, in a relevant and controlled way, convert Facebook fans into active advocates and develop unique social offers to drive sales. Consumers can now shop what is trending among their friends and people they trust by visiting each other’s Shopcades - dynamic lists of great products they discovered.

Through its integration and close partnership with leading affiliate solution providers, Shopcade offers consumers personalised access to millions of products from more than 20,000 brands across all key shopping categories including; fashion & accessories, electronics, apps & downloads, hobbies & toys, cultural goods and more. Currently, brands offered on Shopcade include big names such as Clarins, Hamleys, Mulberry and Ray-Ban*.

Prompted by the draw of higher conversion rates on social media and the fact that most of the social traffic this Christmas will come from Facebook (it accounted for 90% of social traffic to retailers in October, according to IBM’s Online Benchmark Study published on November 15th, http://www-03.ibm.com/press/uk/en/pressrelease/36057.wss), it’s clear brands and retailers need a social strategy to ensure engagement with Facebook fans. By integrating with Shopcade via their existing affiliate programs, they can easily engage with Facebook shoppers this holiday season.

Through Shopcade, they can increase their exposure effectively, improve the engagement of their fan community and monetise their social media strategy. With Shopcade, retailers can continue the Black Friday and Cyber Monday momentum within Facebook by creating a social shopping buzz around their brand throughout the holiday season:

• The “Wish & Win” holiday shopping campaign is the first of many promotional opportunities where brands can directly engage with shoppers on Shopcade by offering prizes and cash rewards. Every week until December 27th, Shopcade users can enter to win items on their holiday wish list from more than £1,600 in prizes, sponsored by Shopcade and partner retailers, including The Body Shop, Reiss, Uniqlo, Stylebop.com, Totally Funky and Homebase. Each partner will give away gifts and vouchers of £100 or more each week.

• To increase their products’ exposure within Shopcade, brands and retailers can also choose from a wide spectrum of partnership opportunities, including Shopcade exclusive promotions, vouchers, coupons, and branded weekly contests. Shopcade offers brands and retailers the possibility to reward their most active ambassadors in social media with a range of incentives, ranging from real to virtual rewards or special recognition.

Nathalie Gaveau, founder and CEO of Shopcade.com: “Shopcade makes it easier for brands and retailers to reach and engage with the social shopper. Our unique app within Facebook increases a brand’s chance of being relevant and ensures the best product is placed in front of the potential buyer by people he/she trust. The viral nature of Facebook combined with the personalised power of Shopcade creates a perfect environment for their social shopping marketing and sales efforts.”

Why Shopcade is the perfect partner for brands and retailers:

For brands and retailers, adding their products to the Shopcade catalogue is free and only requires acceptance of Shopcade as an affiliate and providing a reliable product feed. Shopcade does the rest and makes sure that the product information is always up to date and includes any ongoing promotions. To get in touch with Shopcade about our brand and retailer program, please visit www.shopcade.com/partner-with-us.

What do the retailers say?

Hildy Fine, www.Stylebop.com
“Shopcade is a great new way to leverage affiliate marketing to engage with our Facebook fans and monetise our social media strategy.”

Daryl Bowers, Director, Totally Funky

“We think that Shopcade is a groundbreaking way to combine affiliate marketing and social media, to drive additional online sales, and leverage our fan base into active promoters of our products.”

Emmanuel Ogidan, Publisher Director at Commission Junction

“As an affiliate network, we always look for innovative new publishers to work with our brand partners and Shopcade is an exciting and fun way to buy and sell products by utilising social media. The fusion of affiliate & social means the user effectively becomes the ‘brand’s ambassador’ on social channels.”

Tasnia Wahid, Network Development Manager at LinkShare

“Shopcade is an innovative way to combine affiliate marketing and social media to drive sales and activate the retailers' fan base on social networks to become active promoters of their products."

Additional Resources:

o Join the Shopcade community on Facebook
o View this video to see how easy and fun it is to shop and share on Shopcade
o Read this blog post from founder Nathalie Gaveau explaining why the thrill of the hunt is more fun together
o Learn more about the Shopcade team
o Like Shopcade on Facebook and follow @MyShopcade on Twitter

FACTFILE:

Shopcade is a new social shopping experience on Facebook, where you can discover and shop what is trending among your friends and people you follow. Users create their own Shopcade - a dynamic list of favourite products, and by doing so, share their latest discoveries with their friends and followers. And when this discovery is genuinely helpful and leads to a purchase- Shopcade rewards both sides with real cash.

Brands can enjoy high consumer engagement with their products and increased sales and promotion opportunities. Shopcade offers more than 40 million products from 20,000 brands in one socially-connected shopping app on Facebook.

For more information, visit www.shopcade.com.

Fasthosts reveals 1 in 3 consumers has posted a negative review of a firm online

Fasthosts, a top UK web hosting provider, has revealed that one third of British consumers has posted negative material online relating to a company or product.

The survey of 1300 UK consumers, commissioned by the web hosting company, found that it is now common place for Britons to express their gripes openly online, most commonly on social networking sites such as Facebook and Twitter, as well as online forums. Over half of young adults have published negative online reviews.  Encouragingly for firms, the vast majority of consumers are willing to give a company a second chance if it responds well to their online complaints.

Whilst willingness to share frustrations online is equal across both genders, the issue ranges in frequency according to age.  Younger Britons are far more likely to publish their grievances.  Some 52 per cent of under 24 year olds have turned to the web in this way.  39 per cent aged 25-34, and 38 per cent of adults aged between 45-54 years have done so. 1 in 4 of those older (28 per cent) vented their concerns online.  Geographical location also appears to be a driver, with the issue most common in the south east (38 per cent) and far north of England, such as North East (37 per cent). 

However, some 84 per cent of consumers would forgive a company for mistakes and be willing to use it again if the firm engaged with their negative online review and discussed the issues with them. 

It appears that few British companies are seeing the benefits of getting to grips with the issue of negative online material.  Data from 400 UK small businesses reveals that few UK companies choose to interact with customers who publish negative material about them. Despite the prevalence of online complaints, only 12 per cent of small firms have ever engaged with an online complaint. 

Stephen Holford, Marketing Director, Fasthosts Internet, commented: "It is understandable that many business owners' first instinct may be to shy away from their customers' online complaints.  However, addressing negative online material enables a company to learn about their customer experience as well as improve their customer retention and online reputation."

Graham Jones, Internet Psychologist, added: "People who want to complain about a company are getting a sense of freedom and power as a result of social networks and feel encouraged to make such complaints.  As a result, this is a growing problem for companies and is something they must do as a matter of routine.  Interestingly, several studies show that when people have their complaints positively responded to they are more supportive of the business than they were before the complaint was made.  Psychological research shows this is linked to the fact that when the complaint is responded to well, people feel as though they are being cared for, which produces positive emotional responses."

www.fasthosts.co.uk

(EDITOR: With many firms not even bothering to reply to emails asking for details of the services they provide, is this any wonder?) 

Synovate reports early Christmas cheer on the high street

Latest data released by Synovate Retail Performance show that retail footfall in the UK is rallying. For the month of November, the number of shoppers entering non-food stores fell by just -1.7% in the month against November 2010, according to Synovate's Retail Traffic Index (RTI), the industry's barometer of shopper numbers. This marks an improvement on October, when the year-on-year comparison stood at -2.8%, itself a significant improvement on the months before.

Better news still is that shoppers have hit the high street in force during the first week of December. For w/c 27th November, Synovate's RTI recorded a 9.3% increase on the same week of 2010, when heavy snowfall crippled the country, but, perhaps more importantly an 11.1% rise on the week before.

"With so much bad news associated with the state of the British economy at the moment, it is heartening to report some good news from the high street," comments Dr Tim Denison, Director of Retail Intelligence at Synovate. "Over the past couple of months we have seen the gap narrowing between the number of people out shopping compared to the same months in 2010. What will be even more encouraging to retailers and others is that we are forecasting a year-on-year growth of +1.3% in December. If realised, this will be the first time since October 2009 that the RTI change has been positive."

"Of course in itself, footfall does not equate to sales, but what it does equate to is buying opportunities. Footfall is the key driver of retail sales and retailers will be thankful to see these latest figures,” argues Denison.

"What we are seeing in our data and I'm hearing from around the country, is that shoppers are giving more thought and expending more care and effort in deciding what to buy their relatives and friends for Christmas this year. Times are unquestionably tough, but Christmas spirit is not being stifled it seems. People are visiting more shops, highly aware of the continuous waves of promotions and conscious too that every visit results in new promotions and bargain opportunities," reflects Denison.

"For the retailers' part, great credit should be given not just to the energy and pace of the changing promotional campaigns, but to the look and feel of their stores this Christmastide. All over the country, the standard of window displays and in-store merchandising is the best I can remember for years, and justice will be done if the extra effort made is suitably rewarded this year." Denison concludes that "December has started strongly and there is every opportunity that Christmas 2011 will be better than many expect, despite the battery of gloomy statistics being reported."

Synovate is scheduled to release its next set of RTI figures on Wednesday 14th December.

FACTFILE:

Synovate, part of IPSOS Market Research, generates insights to help clients drive competitive brand, product and customer experience strategies. A truly borderless company with offices in over 80 countries, our approach combines best in class global research capabilities with personalised service, local knowledge and the flexibility to create teams and processes that meet clients' specific requirements. At Synovate, our clients sit at the top of our organisational chart, driving us to continually develop more innovative research solutions that predict actual business outcomes.

Learn more about Synovate at www.synovate.com

About Synovate Retail Performance

Synovate Retail Performance provides footfall monitoring solutions, shopper tracking systems and in-store behavioural research to retailers worldwide. Its core products - Shopper Count, Shopper Interact and Shopper Engage - scientifically measure all aspects of a shopper experience from store entry to exit. It supplies national and international retailers with essential business metrics to drive accountability and performance improvement.

Synovate Retail Performance is home to the Retail Traffic Index series, which for over 10 years has been the industry's leading tracker of national, regional and sector retail footfall trends. It is also co-founder of the KPMG/Synovate Retail Think Tank, offering thought leadership on the state of retail health and the future of retailing.

More information on Synovate Retail Performance can be found at www.synovate.com/retailperformance

We don't like Mondays? Yes, we do! Mega Monday Double for ekmPowershop.com Retailers

Industry hype around Mega Monday confuses most people at this time of year, pundits included. So when does the biggest online shopping day of the year really fall? Is it the last Monday in November, or the first Monday in December? Truth is they’re both ‘Massive Mondays’ in the online shopping calendar, according to ekmPowershop.com's latest research.

Last year many news sources rang the bells prematurely, as the first Monday in December trumped the previous Monday by 15% (Ecommerce Software, Dec 2010).

As online shopping enthusiasts, have we learnt our lessons and spent big in the last week of November this year? Or are we all still a little bit complacent, leaving things closer to the big day than we should?

ekmPowershop.com's independent survey, the largest of its kind sampling approximately 10,000 online shops in the UK, shows a much smaller difference between the two Mondays this time round. Analyst John Bradbury observes:

“We had technicians working through the small hours again yesterday and today monitoring the network, to establish which Monday was truly the biggest. We can confirm that yesterday (Monday 5th December) was marginally bigger than last Monday (27th November), with a gain of just 3.4%.

Last year we found that sales on the first Monday in December were 15% higher than the week previous, which is certainly a marked difference. This year the margins are so close, they are pretty much neck and neck - for the size of the sample you could say it was a dead heat!

We expected the difference between the two Mondays to be smaller than in 2010. Many shoppers got their hands burnt last year with late Christmas deliveries due to snow, so more shoppers flexed the plastic earlier to guarantee their goods arrived in time for Christmas. A drop from 15% to just over 3% supports this, and is solid proof of the closest double peak we’ve seen yet.”

So was yesterday really the biggest online shopping day of the year? Or is every day around this time of year as busy as the next? Is it necessarily a Monday when sales peak? Perhaps it’s a load of PR spin to get us to spend more (The Guardian).

The market intelligence team at ekmPowershop.com are hard at work already to see if we should be looking out for a ‘Whopper Wednesday’ or maybe even a ‘Super Saturday’ in the online run up to Christmas next year.

Do your premises have the Arghhhh factor? Are you chasing your customers away?

Study illustrates the danger of retailers leaving the sound of their brand to chance.

Apparently half of Britain's shoppers have left a store because they were annoyed by the music. This is the result of a study carried out by Immedia Plc, which develops music strategies for retailers.

The findings illustrate the danger High Street brands face by not developing a suitable 'sound' for their brand.

1,000+ shoppers were asked both about their attitude to in-store music, and about how music affects them psychologically and emotionally.

Key results are as follows:

* Three-quarters of shoppers (73%) will notice the music playing in-store

* Out of those that do, 40% will stay longer in a shop if they feel the music is well chosen for the environment. Conversely, 40% will spend less time there if they feel the music isn't suitable

* In fact, 49% of all shoppers said they have stayed longer in shops because they like the music vs 45% that don't

* Excluding don't knows, half of all shoppers say they left a shop because they didn't like what was playing or because it was annoying

* Overall, a quarter of shoppers (23%) say they would be less likely to return to a retailer if they don't like the music it plays

Commenting on the results, Immedia Plc CEO Bruno Brookes said: "Brands currently spend upwards of £25 billion a year on visual point of sale material, that's according to the Institute of Sales Promotion).

"However, while the retail, hospitality and FMCG industries take great care in thinking about what customers see, nowhere near the same investment goes into optimising what they hear.

"In fact, audio is the single most effective way to capture the attention and imagination of people who are on the move inside your shop or restaurant. This is supported by numerous scientific studies that demonstrate how an effective music strategy does everything from improve staff morale to enhance the customer experience, to, crucially, increasing sales.

"Especially given the challenging economic environment, it is important to optimise every element of a customer's sensory experience. As a result, we are working with an increasing number of high street names who want the competitive edge that a well thought out music and sound strategy will give them."

According to Immedia's scientific advisor Dr Vicky Williamson: “Music can profoundly affect our mood, emotions and energy levels. Studies have shown that we naturally exploit these effects everyday by using music to optimise our state of mind.This new survey demonstrates how similarly important ‘background music’ is to our shopping experiences. Music is no less powerful just because it is chosen by someone else.

“In specific terms, in-store music should be chosen with care and attention to the brand or product identity. Studies have shown that a poor degree of fit between brand and music can result in negative customer feedback, lower sales, and fewer customer referrals.

“Capitalising on the general effects of music will only get you so far in boosting a shopping experience. Maximising the positive impact of in-store music requires an understanding of how to match sound and brand.”

To highlight the impact sound has on UK shoppers, Immedia has today launched a new 'Sound of Your Brand' website (www.immediaplc.com).

This includes a blog about retail engagement and music psychology, links to research about music in retail, and a music-themed social area where consumers are invited to engage with Immedia.

(EDITOR: And in my experience as a retail expert (being shopping for more years than I care to remember!) any music that is too loud in a shop is a bad choice.)

Thursford Collection family theme park invests in Eurostop retail systems

Thursford Collection visitor centre in Thursford near Norfolk has chosen Eurostop systems to manage stock and sales in its five stores. The centre has five themed shops, The Corner Shop selling a range of ladies and children’s fashion and toiletries, The Christmas Shop with toys and decorations, The Stable Shop selling cards, books and pictures, The Pantry, a sweet shop and Fantasyland stocking a range of items. Thursford have selected Eurostop’s e rmis and e-pos systems to enable its managers to oversee the wide range of stock and for its easy to use Windows-based interface.

According to Geraldine Rye, General Manager at Thursford; “The success of our Thursford Collection retail outlets over the last few years has meant a huge increase in the number of stock items that we sell. We chose Eurostop as the best supplier to meet our needs now and to be flexible enough to develop in the future - the e-commerce feature is something that we may consider for our website.

“We have seen an increase in demand for our Christmas range in particular and {{using Eurostop’s systems will enable us to improve management of our stock and consequently improving our profit margins}}.”

Thursford is planning to use the e-rmis head office system to handle its wide stock inventory, enabling it to manage and re-order both the continuity and seasonal merchandise required across the different shops.

Phillip Moylan, Sales and Marketing Manager at Eurostop Ltd said; “Thursford Collection is an amazing business that is very customer focused. Our retail systems will aid the management team with making commercial decisions for the business. I am delighted to have them as a customer.”

FACTFILE:

Thursford Collection is a family visitor centre hosting the world’s largest collection of steam engines and organs. Visitors to the centre can ride on fairground carousels and the gondola, enjoy 'Behind-the-Scenes' tours and watch silent movies.

The months of November and December are when Thursford see nearly 5,000 visitors per day. 3,000 visit the Christmas Spectacular stage show and families with younger children have an animated winter wonderland and the chance to meet Father Christmas in the aptly named Fantasyland building.

The centre also has five themed shops selling a variety of items and souvenirs including clothes, toys, sweets, cards and books.

For more information please visit: www.thursford.co.uk

About Eurostop

Founded in 1990, with operations in London, Singapore and Shanghai, Eurostop provides complete solutions for Retail Management for the Fashion, Footwear and General Merchandise sectors encompassing both hardware and software.

Eurostop’s flagship products consist of:

e-rmis: A suite of head office management applications.

e-pos: EPOS system for standalone shops, concessions and franchises that can be easily integrated with e-rmis for larger users.

e-commerce: Custom e commerce solutions for Independent retailers that provides a hosted and fully integrated service.

e-data: The collection of tenants’ data from Shopping Malls for multi-purpose use.

e-cubes: Data Mining. A bespoke reporting tool which allows the slicing and dicing of data as well as selective publication of results and graphical representation.

e-time: The capture of staff working hours which aids in monitoring both stores’ and staff performances and productivity.

e-pos manager: Integrating Eurostop’s solutions with other management and business systems, and all major ERP systems.

All Eurostop’s solutions can be fully integrated with other management and business systems, and all major ERP systems.

As well as advising on and supplying suitable hardware, Eurostop also undertakes training, support and custom development. Its systems are available in several different languages including Chinese.

Eurostop has accreditation for Chip and PIN solutions, and together with partner Anderson Zaks provides a Chip and PIN managed service.

High profile customers include: Ann Summers, Ben Sherman, Cult Clothing, Daks, Firetrap, Full Circle, Ghost, Joseph, Joy, Long Tall Sally, Matches, Oliver Sweeney, Paul & Joe, Pavers Shoes, Pentland Brands Plc, Punkyfish, Sonneti, Speedo, Trespass and many more.

For more information visit: www.eurostop.co.uk 

UK SME Online Retailers Experience Slowdown in Sales

But Actinic research reports ecommerce still better than High Street retail

The fifth quarterly UK online sales survey conducted by ecommerce specialist Actinic shows a continued slowdown in online retail growth for small to medium enterprises (SMEs).

The research reports both an average 7% increase in sales revenue as well as a 7% increase in the numbers of orders processed in the three months to 30 June 2011, when compared to the same quarter in 2010.

In contrast, in Q2 2010 growth was running at over double this rate (15%), and with the Q1 2011 figures showing an average 9% increase, the trend is downwards. However, these latest results still compare very favourably with high street retailers where June gave only 1.5% growth, which was better than expected.

The average order value has remained virtually unchanged at £72.08 for Q2 2011 compared to £72.16 for Q2 2010. The survey does highlight that there are still e-retailers experiencing strong growth. For example, many specialist web stores in the arts and crafts sector are thriving.

“Our Actinic ecommerce site www.knitwell.co.uk has been running for over 7 years and we are still experiencing strong growth with a 13% increase in revenue and 6% increase in order quantity for our Q2 2011 figures over the same time last year,” says owner Michael Calvert.

He adds, “The knitting marketing has seen a resurgence with celebrity endorsements from the likes of Julia Roberts and Cameron Diaz, combined with more people wanting to take up a new, inexpensive, but rewarding pastime. The cold winter last year also helped, with scarves becoming fashionable again which attracted younger knitters.”

Monica Hardman, managing director of English Yarns comments: “In April our 2011 turnover for the year was down 23% compared with 2010. So we implemented a discount programme with coupon codes to increase traffic to our site and incentivise visitors to purchase, firstly to those in the UK and EU and then customers in the rest of the world. Within a month we were into positive figures again with an increase of 3% in May and 12% in June for the year to date.”

Nick Kington, managing director at Actinic Online comments, “These figures are not a big surprise. Consumer spending is clearly being hit hard and online retailers are not immune to tough times. However, some web merchants are thriving, highlighting that a combination of good merchandising, marketing and customer service can bring success even in the current climate.”