Spring/Summer 2025 and Lunar New Year collections available at alice + olivia by Stacey Bendet

Source: alice + olivia. The chambre de l'étoile.

Alice + olivia by Stacey Bendet invites you to step into Hotel Imagination, a fantastical world that highlights the brand's Spring/Summer 2025 collection. Through a series of fantastical vignettes, each representing a signature print or embellishment, guests are transported to a place where they can tell their own story of who they are and who they want to be.

Look out for the lace library, a fantasy floral salon, a decoupaged dinette, and a chambre de l'étoile.

The Lunar New Year collection exudes sophistication with ensembles crafted in rich, bold Bright Ruby that celebrate the modern, independent woman. The collection features an array of midi- and mini-length dresses, stylish jackets, and chic cardigans, all designed to empower women to express their individuality. 

Among the standout pieces are the Best Red Dresses, offering styles from playful mini to sophisticated midi lengths. The Coley embellished slim fit mini dress (S$790) boasts a form-fitting tweed silhouette adorned with shimmering details around the neckline. The Erna tie back halter neck mini dress (S$640) highlights the shoulders with dramatic flair, featuring a flowy silhouette that exudes a sweet, feminine appeal. Meanwhile, the Chara off the shoulder flared midi dress (S$890) showcases an off-the-shoulder design with a voluminous skirt, creating a flattering silhouette perfect for graceful movement.

Layering becomes effortless with alice + olivia cardigans, including the Zola Staceface embellished cardigan (S$960), Bradley Staceface short cardigan, Akira crystal embellished cardigan (S$960), and Claira cardigan (S$710). Each piece merges comfort with aesthetics. Rounding out the collection is the signature tweed Landon cropped boxy jacket, which adds a refined touch to any outfit.

Launched in 2002, alice + olivia by Stacey Bendet encourages women to express their personal style. The brand epitomises the personality and perspective of its founder, CEO and Creative Director Stacey Bendet. 

The brand is a Hollywood favourite with celebrity fans such as Meghan Markle, Michelle Obama, Beyonce, Gwyneth Paltrow, Gigi Hadid, and Jessica Alba. 

Currently, the brand can be purchased at independent boutiques worldwide, as well as online and offline retailers including over 800 selected department stores. In Singapore, fans can take advantage of a new pop-up store at Raffles City, which complements the brand's Paragon flagship store.

Visit the pop-up to see the Spring/Summer 2025 collection as well as a curated Lunar New Year Collection:

alice + olivia
#1-27 Raffles City,
252 N Bridge Rd, Singapore
+65 6531 0620
10 am-10 pm daily

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View clothing at https://www.aliceandolivia.com

Xiaomi opens store in Funan, Singapore

Source: Xiaomi. The new store at Funan.

Xiaomi Singapore has opened the first store it manages directly at the Funan integrated development on 21 December.

The Xiaomi Store aims to provide a higher quality shopping experience, and will provide more than 300 of the latest smartphones, tablets and AIoT products that consumers can experience in-store. AIoT stands for the artificial intelligence of things, a blend of AI and the Internet of Things.

This development follows the setup of its official online shopping portal, mi.com, for Singapore in October 2024.

With dedicated customer support services as well as product experts within the store, customers can enjoy a seamless one-stop shopping experience. The move is part of Xiaomi’s business expansion to deepen direct engagement with Southeast Asian markets. In Singapore alone, plans are in place to open another two stores by end-2025.

Alex Tang, GM of Xiaomi Southeast Asia said: “Xiaomi is committed to the Southeast Asian market and avail our amazing products to as many as possible. Our ecosystem of innovative products, from premium smartphones, smart home devices, wearables and AIoT products have seen popularity with our consumers. With more direct presence and better customer support, we hope to enhance the shopping experience, provide customers with the latest and best products, and make technology accessible to everyone.”

Details

Xiaomi Store at Funan

Address: Funan, 107 North Bridge Rd, #03-08, Singapore 179105

Monday to Sunday, 10:30 am to 9:30 pm

Harnessing romance story-telling to boost sales

Research from the Chinese University of Hong Kong (CUHK) Business School has linked romance-themed storytelling and the increased likelihood of making impulsive purchases.

Highlights of the research include: 

- Tourists exposed to romance-themed storytelling are more prone to impulsive buying compared to those in non-romantic settings.

- The effect is driven by a reduced sense of personal control that stems from an internalised belief that "romance is uncontrollable".

= Colour plays a crucial role: blue backgrounds enhance the impulsive buying tendency in romantic settings, while red backgrounds mitigate it.

The study, led by Professor Lisa Wan Chun-ying of the School of Hotel and Tourism Management at CUHK Business School, could present new opportunities for tourism marketers to enhance visitor experiences and boost consumer spending, the university said.

Titled Harnessing romance: The effect of exposure to romance-themed attractions on tourists’ impulsive buying and published in Tourism Management, the 2023 study involved 820 participants. Some participants were shown images of a medieval bridge which came with a love story, while others were told a romance-neutral story about friendship related to the bridge. Those exposed to the romance theme were more likely to make impulsive purchases compared to those under the non-romantic condition.

Job search and retail websites in APAC compromised: Group-IB

Source: Group-IB. Distribution of ResumeLooters' compromised websites by country and sector.

Group-IB, a creator of cybersecurity technologies to investigate, prevent, and fight digital crime, has identified a large-scale malicious campaign primarily targetting job search and retail websites of companies in the Asia-Pacific region.

The cybercriminal group, dubbed ResumeLooters by Group-IB’s Threat Intelligence unit, successfully infected at least 65 websites between November and December 2023 through SQL injection and cross-site scripting (XSS) attacks. Most of the gang’s victims are in India, Taiwan, Thailand, Vietnam, mainland China, and Australia.

Group-IB said ResumeLooters has stolen 2,079,027 unique emails and other records, such as names, phone numbers, dates of birth, as well as information about job seekers’ experience and employment history. The stolen data has been offered for sale by ResumeLooters in Telegram. Group-IB has notified identified victims.

Operating since the beginning of 2023, ResumeLooters has been using penetration testing frameworks and open-source tools to inject malicious SQL queries into 65 job search, retail and other websites and retrieve a total of 2,188,444 database rows of information. Of these rows, 510,259 were user data from employment websites.

Over 70% of the known compromised websites are in the Asia-Pacific region. The gang is primarily focused on India (12 victims), Taiwan (10), Thailand (9), Vietnam (7), mainland China (3), Australia (2), the Philippines (1), South Korea (1), and Japan (1). However, compromised websites have also been identified outside of the region.

Group-IB’s researchers have also identified two Telegram accounts associated with the threat actor. Both accounts have been used to offer the stolen data for sale in Chinese-speaking Telegram groups dedicated to hacking and penetration testing.

“In less than two months, we have identified yet another threat actor conducting SQL injection attacks against companies in the Asia-Pacific region,” said Nikita Rostovcev, Senior Analyst at the Advanced Persistent Threat Research Team, Group-IB.

“It is striking to see how some of the oldest yet remarkably effective SQL attacks remain prevalent in the region. However, the tenacity of the ResumeLooters group stands out as they experiment with diverse methods of exploiting vulnerabilities, including XSS attacks. Additionally, the gang’s attacks cover a vast geographical area.”

According to Group-IB, cybercriminals have been increasingly interested in the Asia-Pacific region. In December 2023, Group-IB reported on GambleForce, a cybercriminal group which conducted over 20 SQL injection attacks against gambling and government websites in the region. Unlike GambleForce, which focuses solely on SQL injections, ResumeLooters has a more diverse modus operandi.

In addition to SQL injection attacks, ResumeLooters successfully executed XSS scripts on at least four legitimate job search websites. On one of these websites, the attackers implanted a malicious script by creating a fake employer profile. As a result, the attackers were able to steal the HTML code of the pages visited by the victims, including those with administrative access. Malicious XSS scripts were also intended to display phishing forms on legitimate resources. It is believed that the attackers’ main goal was to steal admin credentials. However, no evidence of successful theft of administrative credentials was found.

To protect against injection attacks, Group-IB suggested that companies implement comprehensive input validation and sanitisation on both the client and server sides. Performing regular security assessments and code reviews will help to identify and mitigate injection vulnerabilities.

The comprehensive examination of ResumeLooters’ malicious infrastructure, tools, and tactics, along with the full list of indicators of compromise, is available in Group-IB’s latest blog post.

Singtel opens new flagship store

Source: Singtel. From left: Anna Yip, Deputy CEO, Singtel Singapore; Yuen Kuan Moon, Group CEO, Singtel; Ng Tian Chong, CEO, Singtel Singapore; and Lionel Chng, MD, Customer Success, Singtel Singapore.

Singtel has officially opened its new flagship store, Singtel Shop 313@Somerset. Located in the heart of Orchard Road, the 4,900 sq ft space presents state-of-the-art retail solutions that elevate the experience of customers who can shop, create, and be entertained. The new store is part of Singtel Singapore’s renewed commitment to enhance and improve the customer experience.

The launch of this flagship store is a significant milestone for Singtel, as it has been located at the Comcentre for the past 22 years. In a tribute to the previous store, several items were upcycled and reused, such as furniture in the customer service area. These and other environmentally-friendly features in the store, like energy-efficient fittings and recycling bins for the public to deposit their e- waste, demonstrate Singtel’s commitment to achieving net-zero emissions by 2045.

Ng Tian Chong, CEO, Singtel Singapore, said, “Every aspect of this store is a reflection of our hyperfocus on customer-centricity because our customers are our top priority. In keeping with this focus, we’re using more technology tools like data analytics to help us better understand the needs of our customers because we want to deliver the right products and services to them in the most frictionless manner possible. We want everyone who visits our store to feel valued and empowered.”

Catering to both consumers and small businesses requiring mobile, broadband and cybersecurity solutions, service delivery processes have been streamlined by deploying the latest digital technologies that shorten waiting times and offer more customisation with predictive analytics. Trained staff are also stationed throughout the store to provide onsite support.

There is a livestreaming booth for content creators and entrepreneurs to unleash their creativity as well as spaces for partner brands to engage and educate customers on their products and services. To cater to audiences like Millennials and Gen Zs, the new store will feature the world’s first TikTok Creator House in a telco shop. The creator house is a professional soundproofed studio equipped with 4K HD cameras, wireless microphones and custom-built production servers for the production of high-quality content. The facility is open to the public, and can be booked via Singtel’s website.

"We are thrilled to be working with a beloved brand like SingTel to bring our TikTok Creator House to life, a space where technology powers creativity, making video creation seamless. 

"At the TikTok Creator House, we're looking forward to having local creators and businesses come together to create, to learn how to make engaging content and network with other like-minded creators here in Singapore," said Vanessa Brown, Head of Business Development APAC, TikTok.

The store also features CASETiFY’s latest collection of sustainable yet protective phone cases and accessories, including limited-edition designs by Singaporean photographer Andy Yong - a first in Singapore. Fans of the brand can create customised pieces within a day here.

“We’ve reimagined the store for the younger demographic and growing community of digital natives – who can use the tools, products, and facilities on offer to express themselves creatively. For those making careers on social media, they can even build their brands or services here. When customers come to our store, it will not be just a shopping trip but an experience – a place where they can connect, collaborate and co-create,” said Anna Yip, Deputy CEO, Singtel Singapore.

Getting served has been made even easier. Visitors can get a queue number by scanning a QR code. As they wait their turn, they can browse the e-catalogue and indicate which products and services they are interested in. This information is then channelled to Singtel staff to better understand the customers’ needs before meeting them, allowing for more personalised discussions.

The store has floor-to-ceiling curved LED screens that are used to create different moods depending on what products are being showcased at the time. The multipurpose area in the middle of the store can be further configured to support product launches, keynotes, and even masterclasses for the public.

The Singtel flagship store has always been the only outlet to offer all business-related services in one place. A dedicated small and medium sized business (SMB) service area has been set up, offering solutions like mobile, broadband, and cybersecurity to support their corporate needs. 

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Singtel Shop 313@Somerset
313 Orchard Road #03-31/36
313@Somerset
Singapore 238895 

Visitors can expect several store opening promotions up to 26 January, such as a 24-hour 5G data pass and a free travel adapter for any new sign-ups or recontract for M plan and above:

Welcome Chicha SanChen voucher for all walk-in visitors:

• 15% off for RED and Prestige members
• 10% off for non-members

Retail customers:

Mobile 

• Free 24h 5G data pass for all visitors to the store
• S$50 Lendlease voucher for any new sign-ups for SOP 45, SOP 55 and Helium plans
• Free travel adapter for any new sign-ups or recontract for M plan and above

Fibre Internet broadband

• Free Samsung TV with 2 Gbps mesh broadband plan sign up + free 12 months of Singtel TV (any Ethnic TV pack)

Television 

• 50% off Family Lite Pack (12 months) + 6 months any two TV pack add-ons (choose from Chinese Movies, History & Crime, Food & Leisure, World Sports)

RED membership

• Free S$5 Chicha SanChen voucher for RED membership sign up

CASETiFY 

• Buy two phone cases and enjoy 15% off

Business customers

Mobile 

• Free OTO Power Spin + S$200 Singtel Shop voucher for new sign-ups or recontracting on XOP 92 plan and above
• Free Philips earbuds with any XOP plan new signup or recontract

Unified communications

• Free Philips earbuds with purchase of minimum two lines of unified communications solutions (BizVoice, Teams UC Direct Connect, Zoom One Pro, Zoom Collaboration Pack)

Fibre Internet broadband

• Promotional prices off the following plans:

- eVolve 500Mbps at S$92
- BizVoice Starter Plan 1 Gbps at S$184
- SD-WAN Bundle 350 Mbps at S$148

Hong Kong virtual bank launches cross-border QR payment solution

Hong Kong’s lifestyle-driven virtual bank livi has launched livi QR Payment for the mainland Chinese market. The technology allows its customers to make cross-border payments in mainland China and other travel destinations such as Japan, South Korea and Thailand. 

The first cross-border QR payment solution launched by a Hong Kong virtual bank, livi QR Payment integrates with UnionPay’s payment and merchant network. It allows customers to pay securely at merchant outlets that display the UnionPay QR label using the livi app. 

“With the easing of border restrictions, our customers are keen on going to the mainland to visit their families and friends, conduct their business or go on an adventure. Livi QR Payment is simple, fast and seamless – customers can simply present or scan their QR code to complete the payment,” said livi Chief Product Officer Carol Hung.

“Livi QR Payment addresses customer concerns about handling fees and the trouble of managing cross-border payments on multiple platforms or e-wallets. We are delighted to introduce another secure payment experience together with UnionPay as we advance our payment offerings.”

Users of the app can:

· Activate mainland QR payment by: 

- Logging into the livi app and clicking “Pay”

- Selecting “Mainland China” at the top

- Tapping “Activate now” to enable “Outside Hong Kong QR Payment”

- Tapping “Confirm”. 

Once on the mainland, they can click ‘Pay’ in the livi app, and the Mainland QR code will automatically be presented for payment.

· All spending with livi QR Payment is settled in Hong Kong dollars at UnionPay’s exchange rates, with no handling fee incurred and no charge on currency exchange.

· Users can set a valid period for using the service, and can turn it off at any time.

· All transactions can be tracked, and customers will receive instant notifications.

· Customers can enjoy ‘shake shake’ rewards after paying with livi QR Payment - shaking the phone triggers the reward.

From now until 31 March 2023, livi customers who pay via livi QR payment will be entitled to shake and earn up to 100% Shake Shake Rewards. Rewards can be redeemed on the next purchase, and customers can enjoy rewards up to HK$500 per calendar month.

Criteo releases guide for Chinese New Year retail sales in 2023

Criteo, the commerce media company, has released 2022 Chinese New Year (CNY) insights to enable retailers to forecast consumer demand and ensure that they can tap onto the same trends for 2023.

Starting from January 2022, retail sales performed above baseline levels (average during 18 – 31 December 2021) until a week before CNY 2022 (February 1), reflecting positive purchasing momentum in consumers. In Southeast Asia (SEA), retail sales peaked at 27% on 25 January, a week before CNY, signalling that consumers in the region continue to shop for festive needs close to CNY and expect retailers to be able to meet any last-minute demands. Retail sales in the Greater China region (GCR) increased by 40% compared to last two weeks of December 2021.

Consumers would have already been familiar with e-commerce shopping due to the pandemic and the increase signifies their comfort levels with diversifying their purchase options. CNY 2022 saw consumers in SEA utilising other platforms besides physical shopping for their festive needs. In the GCR, app sales saw a significant increase two weeks before the event while SEA realised double-digit increases in all site types, with desktop sales recording the highest uplift.

In SEA, desktop sales saw an increase of 58%, app sales also increased by 29%, and mobile web sales rose by 30%. GCR, on the other hand, experienced a desktop sales rise of 50%, app sales up by 120%, and higher mobile web sales (+57%).

The share of mobile transactions performed slightly higher than the base period during the one-week window before CNY 2022 (12% increase in SEA, 9% increase in Singapore, 10% increase in GCR, 19% increase in Vietnam).

Retail categories continue to record improved sales performance in 2022:

Fashion performed above baseline on the way to CNY 2022, SEA’s highest increase was 24%, GCR was 34%, Singapore was 37% and Vietnam was 41%.

The food and groceries category doubled before CNY 2022, showing a notable uplift compared to the average during the last two weeks of December 2021. The highest increases occurred two weeks before the event for both GCR (103% increase) and SEA (86% increase).

The health and beauty category saw an 86% increase in SEA and a 103% increase in GCR; electronics saw a 30% increase in SEA and a 60% increase in Vietnam; and items in the home and garden category saw a 94% uplift in GCR.

“Chinese New Year is anticipated to bring about a surge in consumer spending and retailers must be prepared to capitalise on this opportunity. Brands and retailers have had a front row seat to the changes in consumer behaviour and needs over the past few years and will do well to act on these insights,” said Taranjeet Singh, Criteo's MD, Southeast Asia and India. 

“As we approach this festive season, it’s imperative for brands and retailers to consider adopting a refreshed advertising strategy that will enable them to maximise outreach to their target audience across different platforms.”

Criteo noted that consumers are concerned about inflation and rising cost of living in 2023, giving rise to the savvy shopper who will be finding ways to get the best bang for their buck. The company named five trends that retailers should take note of:

- Consumers are heading online to search for the best deal despite the return of in-store shopping. According to Criteo’s research, consumers are taking the hybrid path of purchasing and want the best of both worlds; while returning to stores, they still rely on retailer websites and mobile applications to supplement their shopping experience. 

Four in five consumers experience a significant improvement or some improvement in searching online for products which they intend to buy, indicating that consumers appreciate relevant and personalised advertising and ultimately ensuring greater reach from new and existing shoppers.

- Consumers will still purchase items they love. Consumers have no choice but to spend more on non-negotiables like mortgages or food, but a majority are still purchasing the goods and experiences they want most.

- Consumers are now planning ahead and thinking of what to buy in bulk to maximise their spending power and make use of cost savings.

- Consumers believe that deals should not come at the expense of quality. Though saving money is top of mind, shoppers still want great products that are made to last.

- They want more from brands than just discounts. Alignment with a brand’s values and loyalty programmes are strong motivators for shoppers to make a purchase right now.

With these insights in mind, retailers should keep these best practices in mind to maximise consumer traction for CNY 2023:

- Commerce media is being positioned as the 4th wave of digital advertising and has the power to reach and engage consumers where they’re actively browsing and buying. As such, emerging environments such as retail media will continue gaining traction in 2023. 

While retail media refers to the advertising placed on a retailer’s e-commerce site or app by a brand to influence the customer at the point of purchase, commerce media is more inclusive and incorporates elements from retail media, performance marketing, and brand marketing.

- Savvy retailers know that they will need to continue expanding their media offerings to own their end-to-end customer journey, and marketers will keep investing in retail media because it works.  

- A seamless hybrid shopping experience. If retailers can provide consumers with a smooth shopping experience, they will create loyalty and trust. Some measures include introducing innovative and practical customer services, such as BORIS (buy online, return in-store); this easy return policy is a top reason why consumers decide to purchase a product when shopping online.

- Appropriately targeting ads to target audiences. Retailers may ensure a greater reach from new and existing consumers by optimising data and analytics on their websites and apps, allowing for targeted ads at the point of purchase, subsequently influencing sale convergence online.

Imperva warns against Singles Day scams

Imperva, the cybersecurity leader whose mission is to help organisations protect their data and all paths to it, has launched a new e-commerce report and issued advice around safe retailing in conjunction with the world’s biggest online shopping event on November 11.

The company noted that Chinese e-commerce firms Alibaba and JD.com racked up a record-breaking US$115 billion in sales across their platforms during Singles Day 2020, and that as the number of online shoppers grow, so do the scams. Imperva’s new The State of Security Within eCommerce 2021 report projects the number of victims in 2021 to surpass that of last year’s.

In Singapore, for instance, the number of security incidents in retail increased 31% from April to September 2021 compared to the previous six-month period, Imperva said, highlighting the following trends:

Malicious bots

Online retail has remained a prime target for automated bot activity in 2021. Bots can carry out disruptive or malicious, activities on retail sites including price and content scraping, scalping, denial of inventory and other types of online fraud.

According to Imperva, the volume of monthly bot attacks on retail websites rose 13% in 2021 compared to the same months of the previous year. Imperva Research Labs found that 57% of attacks recorded on e-commerce websites this year were carried out by bots. In comparison, bad bots made up just 33% of the total attacks on websites in all other industries in 2021.

Incidentally, the top type of security incident in the Singapore retail industry in the past 12 months (October 2020 − September 2021) has been bad bot traffic (44%). In the December shopping period last year in particular, Singapore’s retail industry saw a marked rise in simple bot traffic of 60% above the monthly average.

The proportion of sophisticated bad bots on retail websites reached 23.4% in 2021. This breed of bot is the hardest to stop because they are capable of producing mouse movements and clicks that closely resemble human behaviour. Sophisticated bots evade simple defences and are responsible for account takeover, fraud or denial of inventory that makes it harder for legitimate shoppers to get the goods they want, Imperva said.

Distributed Denial of Service (DDoS) attacks

Imperva Research Labs is already seeing an uptick in DDoS attacks − spiking 200% in September 2021, compared to the month prior. Part of this uptick in activity is tied to the Meris botnet that has impacted organisations globally.

Throughout the past 12 months, the retail industry experienced the highest volume of application layer (layer 7) DDoS incidents per month of all industries. Layer 7 attacks are highly effective because they consume both network and server resources. Defending against application layer attacks is difficult because it requires the ability to distinguish between attack traffic and normal traffic.

Website attacks

Attacks on retail industry websites from Q420 through the first half of 2021 were notably higher than all other industries, and were characterised by more sporadic peaks in attacks. 

Retail sites experienced slightly higher volumes of data leakage attacks (31.3%) in 2021 compared to all industries (26.9%) as e-commerce sites are prime targets because they host shoppers’ payment information or loyalty reward points. Data leakage occurs when data is transmitted from an organisation’s corporate network to an external destination, whether accidentally or deliberately, without authorisation. In January 2021, the Singapore retail industry saw a 59% increase above the monthly average for data leakage attacks, coinciding with the Chinese New Year shopping period.

Imperva's advice for shoppers includes:

• Before you shop, ensure your software and apps are updated so you have all the latest security patches. 
• Do not shop through a public Wi-Fi connection. Instead use a VPN or your phone as a hotspot. 
• Make sure you shop through a reputable site with a padlock symbol and ‘https’ at the start (not http). 
• Be careful of the apps/extensions you download onto your devices. 
• Stick to well-known brands or applications. Be especially wary of free apps. 
• When setting up your shopping accounts be sure to use strong, differentiated passwords for each account, and set multifactor authentication where possible. 
• Use secure payment methods like PayPal or your credit card. 
• Never send your bank or credit card details via email or SMS. 
• Don't let your online shopping accounts or browser save your payment details. 

Imperva's advice to retailers includes:

• Ensure your organisation is compliant with all data privacy regulations in your jurisdiction. 
• Prepare for a high volume of traffic, as well as DDoS attacks. 
• Be sure to have a bot management strategy in place to only allow legitimate customers onto your website. 
• Encourage your customers to practice good password practices and offer multifactor authentication. 
• Protect your existing website functionalities and make sure newly-added ones are safe, too. 
• Take inventory of all your JavaScript-based services. 

“The 2021 holiday shopping season is shaping up to be a nightmare for both retailers and consumers,” said Peter Klimek, Director of Technology, Office of the CTO, Imperva.

“With the global supply chain conditions worsening, retailers will not only struggle to get products to sell in Q4, but will face increased attacks from motivated cybercriminals who want to benefit from the chaos. Retailers and consumers alike need to take the necessary steps to protect themselves.”

Explore

Download the State of Security within e-Commerce Report

Look to Double Days for retail boosts: Criteo

- “Double Days” are growing into sales events of their own – during the most recent 9.9 (9th September) sale saw substantial growth in retail sales in Vietnam, Singapore, and Malaysia, of 213%, 183% and 156% respectively.

- Singles’ Day 2019 (11th November) saw a 414% increase in online retail sales and 273% increase in online retail traffic across Southeast Asia. In Singapore, online retail sales and traffic increased significantly, by 477% and 126% respectively.

- In Indonesia, 12.12 (12th December) remained the largest shopping moment within the country (Online retail sales and traffic increases of 258% and 77%)

Criteo, the advertising platform for the open Internet, has unveiled seasonal data for trending shopping festivals for Southeast Asia. In Singapore, Singles’ Day was revealed to be the biggest shopping event of the year in 2019. According to Criteo’s Seasonal Sales Dashboard, which recorded over 2 billion transactions across 5,000 retailers from 35 markets, Criteo found that Singles’ Day 2019 saw a 414% increase in online retail sales and 273% increase in online retail traffic across Southeast Asia. In Singapore, online retail sales and traffic increased significantly, by 477% and 126% respectively.

Singles’ Day, once again, had the highest conversion rate, with an increase of 155% in Singapore, and strong year on year growth of 49% from 2018.

“Singles’ Day continues to be a key retail moment for our region. Specifically, in Singapore, where we continue to see new records in online retail sales and retail traffic on this date, every year,” said Taranjeet Singh, MD, South East Asia and India at Criteo.

“In light of today’s evolving landscape and developments as result of the current pandemic, retailers need to seize the opportunity of Singles’ Day 2020 to succeed with customers and drive strong sales.”

Across Southeast Asia, Singles’ Day remained the largest shopping event in countries including Singapore, Malaysia, and Vietnam. In Indonesia, 12.12 remained the largest shopping moment within the country.

Southeast Asia

- 10.10 (10th October): Online retail sales and traffic increased by 24% and 10%

- Black Friday (the Friday after Thanksgiving): Online retail sales and traffic increases of 44% and 20%

- Cyber Monday (the Monday after Black Friday): Online retail sales and traffic increases of 42% and 25%

Indonesia: 12.12 was the winning shopping festival, followed by Singles’ Day:

- 10.10: Online retail sales and traffic increases of 158% and 40%

- Singles’ Day: Online retail sales and traffic increases of 149% and 60%

- 12.12: Online retail sales and traffic increases of 258% and 77%

Taiwan: Singles’ Day was the largest shopping moment, followed by 12.12 and Black Friday:

- Singles’ Day: Online retail sales and traffic increases of 400% and 165%

- Black Friday: Online retail sales and traffic increases of 59% and 49%

- 12.12: Online retail sales and traffic increases of 149% and 61%

Criteo data also revealed that “Double Days” are growing into sales events of their own. In Malaysia and Vietnam for example, 7.7 (7th July) turned out to be an emerging sales peak this year, with increased retail sales by 132% and 64% in the two countries, respectively.

Most recently this year, substantial growth was recorded in retail sales in September, during 9.9, particularly in Vietnam, Singapore, and Malaysia, of 213%, 183% and 156% respectively. In October, during 10.10, the Southeast Asia region recorded an overall 46% increase in sales when compared to the last two weeks of September, and saw a conversion rate of 460% during the retail moment.

Criteo also noted that shopping apps continue to grow in popularity amongst users in Southeast Asia. According to Criteo’s Peak to Recovery study, which surveyed over 13,000 consumers worldwide in May 2020, 53% of consumers discovered at least one form of online shopping during the peak of the pandemic – be it purchasing through mobile apps, or picking up online purchases in stores – that they wish to continue.

“The unique circumstances of navigating COVID-19 have resulted in evolving consumer behaviour with regards to online shopping. Not only are people shopping more, they are also more inclined to using apps for retail,” explained Singh.

“In Q3 2020, our data revealed that the share of app sales was 75% for retailers with a shopping app and that Southeast Asia was one of the regions with the highest app share globally. With shoppers now inclined toward in-app retail experiences, retailers should step up efforts to engage consumers through these mediums during key retail moments like Singles’ Day for maximum traction.”

Jo Bjordal, CMO, ZALORA explained, "COVID-19 has changed shopping behaviour across our markets, with more people shifting to buying things online. The demand and consumption patterns for product categories have changed dramatically too.”

When it came to key changes in retail preferences, Bjordal elaborated on spikes in consumer demand that fashion e-tailer ZALORA has seen in the last recent months, even during the last Double Day, 10.10. “Within the lifestyle segment, we have seen a spike in demand towards the loungewear, beauty, kids, as well as continued growth in sports and wellness categories. In fact, these categories at ZALORA have grown by as much as 400% as seen in this year’s 10.10 sales days, as people continue to prioritise personal wellbeing and spend more time at home. On the other hand, demand for women’s apparel and occasion wear products has declined as compared to pre-COVID-19 levels, although this is expected to pick up again once the situation around COVID-19 stabilises, and countries gradually ease into their respective re-openings,” he said.

Criteo said brands should keep in mind the following best practices to drive maximum traction with customers as they get ready for Singles’ Day this year:

Target the most valuable audiences

Through website and campaign optimisation, brands can be assured of a wider reach from new and existing customers. This includes finding new, interested shoppers and re-engaging existing customers through data and insights.

Maximising customer value

Customers are looking to get the most value from their purchases, so it is key to ensure that this is communicated to customers, and brands look for unique ways to differentiate their offerings, apart from providing substantial discounts in cost. This could include unique and practical customer services, including safer store shopping options and online-meets-offline purchasing to address customer concerns during the pandemic.

Enhancing ad relevance

It is not enough for brands to advertise Singles’ Day deals – they need to ensure that ads are served in the right context and with the relevant content to their specific audience. This means considering the timing at which ads are served, preferably at a time when a consumer is likely to make a purchase.

ENGAGE online brand ambassadors to bring human touch online

Source: Oomph! Lee.

Singapore-based manpower matchmaking agency Oomph! has launched an online brand ambassador platform and service, ENGAGE. The platform aims to enhance online experiences by bringing the human touch found in brick-and-mortar stores online.

Through ENGAGE, Oomph! promises to provide dedicated and trained online brand ambassadors, helping traditional businesses pivot away from offline sales channels. These brand ambassadors can be engaged through a chat box, which offers the option of video chats, in order to help identify, match and recommend products to satisfy the customer needs. The platform can also assist in making bookings for consumers to visit the store in-person for purchases that require face-to-face interaction.

Christopher Sivalingam, Account Manager at Oomph! and project lead of ENGAGE said, “COVID-19 has been a challenging time for businesses that rely on personalised consumer experiences and the human touch. We believe that ENGAGE will allow us to continue the distinction of helping brands to bridge this gap and provide them with the right people to front their products and brand values.”

Jacelyn Lee, Founder and MD of TAG, Oomph!’s parent marketing group, said: “COVID-19 has forced us all to adapt and change, and traditional businesses like Oomph!, which deals in the very human art of manpower, must continue to innovate to survive.

“We believe technology exists to enhance the human experience, as opposed to replacing or taking away from it. This is the concept behind the ENGAGE platform.”

Details:

The ENGAGE service will be offered to retail brands and businesses under three price plans – Starter, Standard, and Custom. Oomph! operates across Hong Kong, Malaysia, Singapore and Thailand.

Shippit's new service means SEA retailers can accept cash on delivery

Logistics software-as-a-service (SaaS) company Shippit aims to accelerate the Southeast Asian e-commerce industry with its new Cash On Delivery (COD) service for retailers. By partnering with e-commerce platform Shopify, Shippit now provides instant access to simpler shipping and cash-on-delivery capabilities for Asia’s online retailers.

Shippit unifies order fulfilment across sales channels and leverages its proprietary allocation algorithm to connect retailers to the best delivery partner for every single order. Through its partnership with Shopify, Shippit will offer COD as a payment option regardless of order volume or business size.

This offering makes Shippit the first end-to-end shipping solution that enables retailers to instantly offer COD as a payment option to merchants and retailers. They need only sign up for a Shippit account and connect their Shopify store. Shopify retailers will not need to negotiate COD rates with their couriers, as this handled by Shippit.

Singapore is the company's first market in Southeast Asia. Singapore has one of the most active online buyer segments in the region, with two out of three Singaporeans purchasing products online at least once a year, Shippit said.

With Shippit’s COD offering, Singapore retailers will also be able to access other markets in Southeast Asia that prefer cash, at a time when retailers are seeking to expand delivery options and enhance their shipping practices. To better help partners scale internationally, Shippit has discounted rates for regular cross-border delivery.

Southeast Asia presents a huge opportunity for Shippit as it has an Internet economy expected to more than double to US$150 billion by 2025 — but also presents a challenge through the 296 million (74%) of the population who are either unbanked or underbanked. This means that cash is still largely king for transactions.

Shippit’s shipping engine saves retailers time, money and provides better experiences for delivery recipients, the company said. Lavneesh Arora, Director of Market Development at Shippit, said: “Southeast Asia has one of the fastest growing Internet economies in the world, and due to the COVID-19 pandemic, we’ve seen a rapid acceleration of e-commerce, with many businesses realising they need to go online.

"However, we’ve also seen the majority in Southeast Asia are still heavily reliant on cash over credit cards and online banking. Shippit can be seen as an e-commerce enabler: by providing Cash On Delivery as a new service, we allow online retailers like Shopify to access a huge section of the market that they would not be able to reach.”

Australia-founded Shippit 's value proposition has led to a 400% increase in online purchasing rates in Australia from April 2020. Delivery volume growth has broken records previously set by Black Friday and Cyber Monday —which are typically the biggest shopping events in the year.

By using automation and machine learning to simplify the order fulfilment, Shippit has attracted than 6,000 customers a month across Australia, New Zealand, and Southeast Asia, powering delivery for Sephora, UNIQLO, CottonOn, and Harvey Norman among other retailers. It has also been serving small businesses like Common Man Coffee Roasters in Singapore since April.

Shippit is also committed to a future of sustainable retail, and offsets 100% of the carbon emissions for all deliveries at no extra cost. It does this by purchasing carbon offsets to support projects that prevent and reduce greenhouse gas emissions.

E-marketplace targets SME retailers in Java

Ula, a marketplace app that uses technology to modernise distribution and credit in traditional retail, has grown 10x since launch with customers returning to buy up to three times of their original volumes.

Ula’s success is highlighted by the fact that stores purchased more in May amidst the challenges posed by COVID-19 than ever before, Ula points out.

Launched in January 2020 and headquartered in Jakarta, Indonesia, Ula is a multi-category wholesale e-commerce marketplace that combines the technology, tools and skills of modern retail with the lean cost structure of traditional micro-retail. Its customers are small retailers which typically have deep, personalised insights into consumer behaviour, but also face poor sourcing and suboptimal working capital.

“A typical store has an 8-10% cost advantage over modern retailers given that they are usually tax-exempt, employ their own family and operate out of their homes. Yet they aren’t competitive for8 lack of access to best sourcing and limited and expensive working capital,” said Derry Sakti, co-founder of Ula.

“For example, a grocery store might need to source inventory from up to 50 different sources (wholesalers/distributors) every week and sometimes order in bulk to get better rates, even when they don’t need such large quantities.”

Ula is currently in private beta and predominantly servicing East Java, with plans to expand further, both in geographies converted and products offered. The company offers small retailers consumer goods and staples, doorstep delivery and pay-later options. This allows small retailers to store less inventory and reduce the likelihood of going out of stock as they can order as much as they expect to sell daily. Ula also uses data science to give working capital credit to retailers.

“Seventy to 80% of the retailers in emerging markets like Indonesia are plagued by inefficiencies in supply chain, inventory and working capital management. With more and more Indonesian SMEs becoming open to adopting technology, platforms like Ula are an easy, affordable and scalable solution to help these retailers streamline their businesses.

"Ula has a highly experienced team bringing together the right mix of experience in local and global e-commerce, retail and fintech markets and we are excited to be early partners in this journey,” said Abheek Anand, MD, Sequoia Capital (India) Singapore.

“For us, the true measure of Ula’s success will be in how much we can improve our customers' lives and businesses. Our collective vision is to revolutionise SME trade using technology, helping increase their efficiency and providing them with tools to conduct their business seamlessly and more profitably,” said Riky Tenggara, co-founder of Ula.

“At SMDV, we are committed to technological betterment of Indonesia. We believe Ula’s grassroots driven approach combined with global e-commerce best practices can have a lasting positive impact on Indonesia’s retail sector,” said Roderick Purwana, Managing Partner, SMDV.

SAP: Christmas a tricky time for retailers

The festive season is one the most challenging periods for online retailers from a logistical and customer experience point of view, says Jennifer Arnold, VP of Marketing, Asia Pacific Japan & Greater China, SAP Customer Experience (CX).
 
"Following the massive Singles’ Day, Black Friday and Cyber Monday period*, retailers have barely a month to ensure that they have enough stock for consumers to make purchases in time for Christmas. This is crucial because stock availability and quick delivery times are key factors in consumers’ completion of their online purchases.

"Our 2018 SAP Consumer Propensity Report revealed that more than one-third of Asia Pacific (APAC) shoppers abandon their online carts due to out-of-stock items, while 28% do so because of longer-than-expected delivery times."

"Online retailers may also consider offering alternative delivery methods to home delivery during the holiday period that may better suit shoppers’ needs, such as secure lockers and click-and-collect options," she suggested.

Secure lockers from Ninja Van in Singapore.

Arnold also noted that consumers are shopping for others and not just for themselves at Christmas. "The use of advanced analytics during this period plays a key role in anticipating what shoppers may want to buy for themselves versus what they want to gift to family and friends, allowing retailers to provide a more personalised experience with relevant recommendations, promotions and shipping options," she said.

"With 40% of Asia Pacific shoppers expressing a desire for a physical store to test products before purchasing according to our research report, online retailers can look to provide this tactile experience by setting up their own short-term pop-up stores or renting temporary space in an existing outlet.

"Alternatively, retailers can look to virtual or augmented reality technologies to help consumers picture how products will look and work in real life, as the report reveals that 39% of consumers would like this capability," she added.

*Singles' Day was on November 11. Black Friday followed on 23 November, with Cyber Monday on the 26th of the same month.

Clothes, cosmetics and baby products pique 11.11 shoppers' interest

Source: Alizila blog. The 2018 11.11 Global Shopping Festival logo picked out in neon.

Alibaba's 2018 11.11 Global Shopping Festival is already breaking 2017 records. Live updates from Alizila have revealed that it took just 1 minute and 25 seconds for the festival to get past total GMV* of US$1 billion.

As of 1.15pm, Tmall Global’s GMV has surpassed the platform’s total GMV of last year’s 11.11. In addition, more than 100 overseas brands have exceeded RMB10 million in GMV. Moony, Ya-Man, Swisse and Chemist Warehouse were some of the first to see these numbers, Alizila's live updates on the festival.

As of 1 am, Alizila shared that the top 10 countries/regions selling to China were:
1. Japan

2. US

3. Korea

4. Australia

5. Germany

6. UK

7. France

8. Spain

9. New Zealand

10. Italy

Cosmetics, toiletries, and food supplements ruled the roost for Chinese customers on 11.11. Baby-related products were also popular. The top 10 imported brands bought by Chinese consumers were: 

1. Swisse, a health and wellness company

2. Kao, which has a number of brands including for beauty, women's paper products and toiletries, as well as cleaning products, and baby diapers

3. Moony, which makes baby products. Moony is a Unicharm brand.

4. Aptamil, a milk powder brand from Danone

5. Dr.Ci:Labo, a Japanese medical skincare brand

6. MartiDerm, known for its nutricosmetics

7. A.H.C, the cosmetic brand from Korea

8. Bio Island, which makes supplements

9. GNC, which sells supplements

10. Move Free, a brand of supplements from Schiff Vitamins

It appears that shopping for winter clothing was a biggie this year for 11.11 customers outside of China, plus party clothes for the season.

The top 10 categories of products exported from China were:

1. Dresses

2. Wool coats

3. Pants

4. Hoodies

5. Wool-knitted sweaters

6. Sweaters

7. T-shirts

8. Down jackets

9. Shirts

10. Low-top shoes

*GMV for the 11.11 Global Shopping Festival is the total value of orders settled through Alipay on Alibaba's China retail marketplaces, Lazada and AliExpress within a 24-hour period on November 11. It is reported on a real-time basis and includes shipping charges paid (where applicable).
All GMV and other figures presented are unaudited and subject to adjustments.

Japanese fashion retail concepts arrive in Singapore

Source: WMH Group. Kafuku.

World Mode Holdings Group (WMH Group) is looking to elevate the fashion retail industry in Singapore with the launch of its first overseas office, iDA Singapore (iDA’SG).

WMH Group is a Japanese fashion retail consultancy with a proven record of enhancing their clients’ brand presence. The company is the leading player in recruiting sales professionals for beauty and fashion in Japan. The Singapore subsidiary will provide professional support and consultation services aimed at enhancing the skills of retail staff. 

“We have the largest market share in successful retail job placements in Japan, having successfully placed 100,000 retail staff to our extensive list of clients, numbering around 1,000 mostly in the fashion and luxury industry. Hiring and training services for retail professionals remains our biggest business in World Mode Holdings. We want to bring our expertise in Japan to Singapore and introduce the concept of Working Dream. The concept represents the support that we can provide to turn retail professionals’ dream of succeeding in a retail career into a reality,” said Shinsuke Kafuku, CEO of WMH Group.

The WMH Group has developed customised integrated solutions and methodology covering recruitment, placement, marketing, store operations management, marketing and advertisement to retail technology. The branch in Singapore will focus on training and recruitment with services extending to learning and development programme development, career guidance, training and coaching for retail professionals, service assessments, consultancy services in retail store operations and providing emerging technology for retailers.

“Taking on the mission of WMH’s iDA and iDA Pro, our vision at iDA’SG is to continue to provide world-class services through strategic recruiting and training of retail professionals while promoting and elevating the retail industry. We hope to build a community of about 600 qualified retail professionals whom we can provide career guidance and upskilling services to by end of 2019. 

"We also target to successfully place 60 qualified retail professionals in the local retail industry by the end of next year. We always have a triple win aim – firstly, to upskill and develop retail professionals especially with the practice of omotenashi* (お持て成し or おもてなし) which will result in quality customer service; secondly, to help our retail clients acquire and benefit from elevated businesses and branding; and finally, to provide an enhance customer journey at the retail stores which will result in repeat visits," said Izumi Matsumoto, MD, iDA’SG.

Retailers will benefit from customised customer insight and methodology that can enhance service standards and maximise store-level resources. The company intends to launch proprietary in-store technology, tracking shopper habits and movements which provide real-time data it can use to provide better solutions for its clients.

Explore:

Businesses, job seekers and retail professionals can contact cindy-chai (at) wmh.co.jp

*Omotenashi is the Japanese concept of offering the best service possible to a customer. WMH explains that it is a traditional code of conduct outlining the ideal guest-host relationship, hospitality and reception. It is infused with principles such as the anticipation of the needs of others, flexibility and adaptability to the situation and approaching relationships with modesty and respect.

New Surface lineup lands in Singapore

Gary Chan, Retail Partner Services Lead, Microsoft Asia Pacific (left) with Microsoft Surface user Max Tan, Singapore Fashion Designer and founder of the brand, max.tan, at the new Surface store in Singapore. Tan said the pressure-sensitive pen offers a high level of sensitivity and that he is "addicted" to using the Surface Pro family.

Microsoft has unveiled its entire Surface lineup in Singapore, aimed at inspiring users to achieve more with the perfect Windows 10 device. Designed to empower work life and everyday life, the touch- and pen-capable Surface Book 2, Surface Laptop, and Surface Studio now join the Surface Pro as part of the full lineup of Surface devices available to customers in Singapore.

The new Surface offerings will be available for purchase on the Microsoft Store and through authorised retailers, and include:

Source: Microsoft. From left: Surface Pro, Surface Book 2, 

Surface Studio, and Surface Laptop. The Surface Pen is in the 

foreground on the left, and the Surface Dial in the centre of 

the foreground.

Surface Book 2

The most powerful Surface yet, Surface Book 2 is designed to deliver the ultimate in performance and versatility without compromise, featuring the latest Intel Dual-Core or Quad-Core processors, NVIDIA GeForce GPUs, and up to 17 hours of battery life. Available in 13.5" and 15" options, the Surface Book 2 is up to five times as powerful as the original. It is also able to support varying workstyles, including studio mode, laptop mode, view mode, and also tablet mode by detaching the screen.

Surface Book 2 configurations have a suggested retail price (SRP) beginning from S$2,188.

Surface Laptop

Surface Laptop is crafted for a portable and performance-packed experience powered by Windows 10 S. Windows 10 S offers a new Windows experience streamlined for security and superior performance, including faster startups with the InstantOn feature. It is engineered to start fast and stay fast with a 7th generation Intel Core processor and up to 14.5 hours of battery life* to last through the day. At 1.25 kg** and less than 14.5mm thin, Surface Laptop is ideal for those who want a light device on-the-go.

The Surface Laptop features a keyboard covered in Alcantara material, along with a quiet and responsive keyset, large precision trackpad, and soft palm rest for typing comfort.

Surface laptops have an SRP of S$1,488 and up.

Surface Studio

With a 28" PixelSense Display that is adjustable, the Surface Studio is a new type of device designed for the creative process. It provides a canvas for users to sketch, paint and edit photos, and can even be laid flat like a drafting table thanks to a Zero Gravity Hinge. Paired with the Surface Dial***, a small cylindrical device which provides easy access to shortcuts, controls and drawing tools, the Surface Studio is designed to be the ultimate creative studio. The Dial is a controller that offers context-sensitive menus when placed on the Surface Studio screen, as well as haptic feedback.

The Surface Studio costs S$6,488, while the Surface Dial is S$159.

A new S$148 Surface Precision Mouse offers flawless scrolling, customisable thumb buttons****, and the ability to support three computers simultaneously*****.

“Since the launch of Surface Pro in Singapore, we have been receiving feedback from our consumers that they are looking for different forms of Windows devices to suit their varying needs. Today, we are excited to be bringing an expanded lineup of Surface devices, which brings an ultimate computing experience with the combination of power and portability, and will inspire users to bring a new level of creativity to their work,” said Veronica Chiu, Windows and Devices Business Group Lead, Microsoft Singapore at the time of the announcement.

“In addition, the new Surface premium experience in Singapore is a commitment to deliver a one-stop experience for customers to experience the ultimate Windows devices that brings the best of Microsoft in one location.”

Source: Microsoft. The first Surface Store experience in
Southeast Asia is at the Harvey Norman Millenia Walk
Flagship Superstore in Singapore. 

Microsoft also launched the first dedicated Surface Store in Southeast Asia. The store is in Singapore, at the Harvey Norman Millenia Walk Flagship Superstore.

The new Surface Store features the full lineup of Surface devices and accessories so customers can decide easily on the best device to empower both work and life. Officially opening on 10 March 2018, it will offer a new Concierge service where customers can get support for their Surface device, regardless of where or when it was purchased.

Details:

The new Surface products will be available 15 March. Surface Book 2 and Surface Studio are available for preorder on the Microsoft Store as well as at authorised retailers including Best Denki, Challenger, Courts, LOL by Epicentre, Harvey Norman, and Newstead, both online and in-store.

In addition, the lineup will be available for commercial customers via Authorised Device Resellers including AsiaPac Distribution, JK Technology, and UIC Asian Computer Services.

Explore:

View the Instavideo where Chan talks about the Alcantara covers

Hashtag: #SurfaceFam

*Testing conducted by Microsoft in April 2017 using a preproduction Intel Core, 256GB, 8 GB RAM device. Testing consisted of full battery discharge during video playback. All settings were default except: Wi-Fi was associated with a network and auto-brightness disabled. Battery life varies significantly with settings, usage, and other factors

**Weight is based on i5 configuration

***Sold separately

****Customisation not available on devices running Windows 10 S or Mac OSX

*****Smart Switching not available on devices running Windows 10 S or Mac OSX

Shilla Duty Free opens six retail stores at HKIA

The Shilla Duty Free has begun operations at Hong Kong International Airport (HKIA) after its successful bid on the perfume and cosmetics, and fashion accessories concessions earlier this year. Six temporary retail outlets opened for business on 12 December 2017. The move follows the November opening of the Shilla Duty Free’s 1,375 sq m T4 main store at Singapore Changi Airport.

Source: Shilla Duty Free. The Shilla Duty Free has unveiled six temporary retail stores inside Hong Kong International Airport. Store exterior. 

Source: Shilla Duty Free. The Shilla Duty Free has unveiled six temporary retail stores inside Hong Kong International Airport. Store interior. 

The Hong Kong license marks Shilla as the first operator to simultaneously secure duty free perfumes and cosmetics concessions across the major hub airports of Incheon International, Hong Kong International and Singapore Changi. 

Shilla also introduced a new vision for experiential retail - Beauty&You. Outlets will be transformed in phases into the new identity, with a grand opening slated for the summer of 2018. In Singapore, the T4 store features high ceilings and spaciousness to foster more creativity in the designs of the brand counters. Large digital screens have been incorporated into the walls and pillars in order to amplify the key branding messages and promotions.

Beauty&You presents a new retail concept for HKIA, combining innovative store designs with a wide array of products, excellent service and exciting activities to delight guests at every stage of their shopping journey. The new Beauty&You store layout will incorporate both branded counters and non-branded areas, as well as immersive engagement zones. At the same time, the number of brands featured across the six stores at HKIA will eventually increase to over 200. 

“We’re extremely excited to expand The Shilla Duty Free network to one of the busiest airports in the world,” says Alice Woo, MD, Shilla Travel Retail Hong Kong. “The airport served more than 70 million passengers annually and 1,100 aircraft daily in the past 12 months. Hong Kong’s proximity to other Asian countries and mainland China also makes HKIA a powerful and promising hub for duty free sales.

"With the upcoming launch of Beauty&You, we hope to redefine the airport retail experience and customer journey through personalised service, interactive and engaging environment in one of the most robust travel markets in the world.”

SAP Hybris: Majority of Singapore consumers rely on chatbots for Christmas shopping

Source: SAP Hybris infographic. More than a third of Singapore consumers interact with chatbots, at least occasionally.

• Top 3 motivations for Singaporean consumers to engage with chatbots: 

- 48%: "Finds out what I need and want, and makes more personalised recommendations on what to buy"

- 47%: "Helps me compare prices and other products from other brands"

- 38%: "Assures me that my personal information will be kept private and not used for any other purposes"

• Concerns about chatbots:

- May be misunderstood: 61% feel that chatbots do not understand what they want to say

- Could be unsafe: 35% fear that personal information divulged to chatbots might be leaked

Bot-powered commerce is on a tipping point in Singapore according to the new SAP Hybris* Singapore Christmas Shopper Survey 2017. This Christmas, more than half (53%) of Singaporean shoppers are enlisting the help of chatbots for holiday shopping, the company said. Additionally, the majority of shoppers who asked chatbots for gift recommendations actually acted on the recommendation (74%). 

Despite the success of chatbots, SA Hybris recommends incorporating the human touch as Singaporeans expect assistance from chatbots to be rudimentary. More than 1,000 consumers in Singapore were surveyed on their use of and attitudes towards chatbots, with the results reflecting that while Singaporeans are open towards engaging with chatbots, they still have reservations. 

Nearly six in 10 (58%) view chatbots as useful only for basic information search, anticipating that more complex enquiries will need to be handled by a human being. Others feel that talking to chatbots can be frustrating and they would rather speak to a human being (21%) while close to a fifth expressed an outright dislike for chatbots (17%). 

Source: SAP Hybris infographic. Singaporeans tend to ask chatbots about product or service information and about availability. Promotions and discounts and delivery details are also relatively popular topics.

One of the top concerns that Singaporeans have towards chatbots is that their requests might not be understood (61%). A third (35%) are worried that their personal information might be leaked if they divulge too much to chatbots, and 13% say that chatbots are too creepy if they know too much about them.

Nicholas Kontopoulos, Global VP of Fast Growth Markets for SAP Hybris said, “The customer experience can make or break a brand. In view of this, businesses need to stay attuned to these concerns and optimise the use of chatbots as one component in a wider omnichannel strategy. While chatbots can proactively offer answers for initial queries on pricing, product features, or book and make reservations, they cannot fully replace the value of human interaction when it comes to building customer relationships. Any hint of customer dissatisfaction needs to be solved immediately, by a human services officer.”

To win Singaporeans over, chatbots need to become more understanding and intuitive – almost half of Singaporeans (48%) say that they will engage with chatbots more often if they are able to make more personalised recommendations on what to buy. Other motivating drivers that will encourage shoppers to use chatbots more often is to offer comparison of prices and products from other brands (47%), assure that personal information will be kept private (38%), provide recommendations on similar and complimentary products (34%) or simply becoming more human-like (18%).

“Singaporean shoppers have an appetite for deeper engagement with chatbots, but what the results really tell us is that they want a more personalised e-commerce experience. Today’s consumer have higher expectations and businesses need to keep a close pulse on the ever-evolving customer journey in order to react to not just changing consumer preferences but context at point of purchase or even consideration. To this end, businesses should view chatbots as more than just an answering machine – they are also a valuable mine of data that offer fresh perspectives into the underlying reasons for sales trends and help brands better understand what their customers are looking for. Armed with these insights, they can then take action to cultivate sales and entrench customer loyalty”, added Kontopoulos.

*SAP Hybris is a new brand name launched in January 2016 to represent the SAP solutions for customer engagement and commerce as well as the offerings, employees, and business of acquired company hybris AG, which continues to be the legal entity until integration with SAP is complete.

Shoppers want more retail tech

Source: Zebra infographic. Nearly two-thirds of Europe and Middle East respondents said customer service affected how much they buy, while nearly a third of Asia Pacific respondents want to pick up their purchases in a physical store.

• Rising shopper expectations continue to outpace retailer in-store technology investments.
• Retail customers want a variety of fulfillment options. 
• More than half of shoppers in Asia Pacific and Europe and the Middle East are interested in Wi-Fi and location-based in-store services such as mobile coupons. 
• In Asia Pacific, 32% of shoppers would prefer to go to a retail store to pick up items purchased online or through mobile channels.

Zebra Technologies Corporation, the maker of rugged mobile computers, barcode scanners and barcode printers, has released the 10th edition of its Retail Shopper Study, which analyses shopper satisfaction and retail technology adoption trends. Nearly 7,500 shoppers from North America, Latin America, Asia-Pacific, Europe, and the Middle East were interviewed in September 2017.

According to the study, rising shopper expectations continue to outpace retailer in-store technology investments as 53% of Millennial shoppers perceive that they are more connected than store associates - compared to 32% of Gen X shoppers and 15% of Boomer shoppers. The research also revealed that while 44% of surveyed shoppers are still not satisfied with staff availability and customer service, overall shopper satisfaction has significantly improved since the study’s inception a decade ago.

Retail customers said they wanted a variety of fulfillment options. Eight in 10 of those surveyed purchase items in-store and either take them home or ship from store to home. Shoppers are also taking advantage of other fulfillment options, such as buy online, then ship to home (64%), buy online, then pick up in-store (34%) and buy online, then ship to an alternative location (15%). In Asia Pacific, 32% of shoppers would prefer to go to a retail store to pick up items purchased online or through mobile channels. 

The use of tablets in stores is improving the shopper experience. More than half of surveyed shoppers believe technology is improving the shopping experience with 57% specifically citing store associates using tablets.

Out-of-stocks are a retail challenge. When shopping in-store, 70% of shoppers have left without purchasing what they were seeking. However, when it comes to out-of-stock issues, retailers can recover six in 10 incidents with discounts or alternative fulfillment options, such as ship-to-home.
More than half of shoppers in Asia Pacific, as well as in Europe and the Middle East, are interested in Wi-Fi and location-based in-store services such as mobile coupons. 

Ryan Goh, VP and GM, Zebra Technologies, Asia Pacific said, “Technology is accelerating the transformation happening in the retail industry in Asia Pacific. Beyond e-commerce, retailers are increasingly recognising the importance of becoming omnichannel. The rising expectations from customers are also driving the technology investment and deployment in the industry."

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Browse the full infographic (PDF)