5 February 2016 • Javelin Group Annual Conference • Kings Place N1

Director, Multi-Channel & IT de Bijenkorf

Pieter Heij

5 February 2016 • A half-day conference hosted by Javelin Group • Kings Place N1

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de Bijenkorf – the Dutch luxury department store2

Part of the Selfridges Group, a family owned business3

De Bijenkorf brands4

De Bijenkorf facts

Visitors: 25 mln in store, 50 mln online

Company sales growth of +10% in H1 2015

Net Promotor Score of 50

Online 15% share

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How to become a company that is 50% Experience + 50% Technology?6

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Kiosks Shift to mobile Payments Free shipping

deBijenkorf.nl journey in four examples8

THE Dark side …of Multichannel retail

In store kiosks:9

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12

13

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It took 2 years of hard work to get our kiosks working...15

0.0%

0.5%

1.0%

1.5%

2.0%

2.5%

3.0%

3.5%

4.0%

Kiosk sales Utrecht store as % of total store sales

Kiosks now deliver up to 3% additional store sales and growing fast17

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0%

10%

20%

30%

40%

50%

60%

Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16

deBijenkorf.nl: traffic share per device

Desktop Mobile Tablet

The mobile shift required a complete redesign of our website19

If you rebuilt your flagship store, would you completely outsource the project?

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Insource development with a couple of specialist partners

2013 2015

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€89,95

Payments have now become part of the service ceremony

1 month1 developer

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Free shipping, are you sure?

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Kiosks Shift to mobile Payments Free shipping

deBijenkorf.nl journey in four examples27

De Bijenkorf organization

Omnichannel

&IT Director

Online

Trading

Online

marketing

Fulfilment

and call

center

Business

development

Head of Big

Data

Technology

IT/BI

manager

Category

teamDesign team

Content

team

Software

development

team

User X and

product

owners

Ecommerce

team

Omnichannel

team (store

rollout of f.e.

kiosks)

IT & BI support teams

serving finance, BPO,

CRM, online trading, etc.

Javelin,

Emakina

E-sites

Omnichannel

specialists

CEOFull support to investments in online & technology

Full control over all technology & BI

Own development teams

Agile way of working

Store directorCFO

Buying

HR

Marketing

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Make sure there is something great to experience in your stores

Technology is key so build your own technology teams!

Innovate only if you have a right to play and there is a real benefit

Be agile: copy the best and do it faster than the rest

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5 February 2016 • A half-day conference hosted by Javelin Group • Kings Place N1