eCommerce

The nation’s largest arts and crafts retailer plans to go public this year and the launch of a new ecommerce platform that gives Michaels Stores long overdue online sales capabilities is a key element of its growth strategy.

The convergence of a number of leading-edge technologies is launching a revolution in the customer experience. Mobile devices, social media, 24/7 connectivity and a blurring of the lines between formerly separate customer service “channels” have upended the rules of retail, forever disrupting the notion of business as usual. It’s a brave new world — and one that Chain Store Age will explore at its first-ever Customer Disruption event, May 7-9, 2014, at Sofitel Hotel in Redwood Shores, Calif., the Gateway to the Silicon Valley.

Ann Arbor, Mich. – Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season. According to the ForeSee Experience Index: 2013 U.S. Retail Edition, Amazon and L.L. Bean both scored 90, while Priceline had the lowest company-level satisfaction score (75) of 100 top retailers included in the Index.

The study offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store, contact center, web and mobile.

Newegg opened 2014 with a victory over patent trolls.

"Newegg believes that fighting patent trolls is necessary to serve our customers, and to facilitate entrepreneurship and true innovation," said Lee Cheng, Newegg's chief legal officer. "We support the patent system, but believe it is being abused on a massive scale by patent trolls who want to force entrepreneurs into cash settlements to avoid the high cost of defense."

Austin, Texas -- Digby has launched several new upgrades to Localpoint, its platform that facilitates consumer engagement in and around brick-and-mortar locations. Localpoint now offers enhanced targeting based on opted-in consumer profile data, the ability to measure a campaign’s success at driving foot traffic to retail stores and extended integration APIs that allow brands to leverage a consumer's presence across the enterprise.

ChannelAdvisor, a leading provider of cloud-based e-commerce solutions, has appointed Diana Semel Allen as VP and general counsel. In her new role, Allen will oversee the company’s worldwide legal functions, including regulatory compliance, commercial affairs, mergers and acquisitions, litigation and intellectual property management.

Rockville, Md. — Federal Realty Investment Trust has acquired controlling interests in two shopping centers in Affluent Monmouth County, N.J., for $161 million. Both the Grove at Shrewsbury and Brook 35 are located on Route 35 and serve the emerging bedroom and second home communities of Shrewsbury, Red Bank, Rumson, Fair Haven, Little Silver, and Middletown. The acquisition was made with a combination of downREIT units, cash and the assumption of $68 million of fixed rate debt secured by the properties.

As the clicks and bricks went head-to-head in retail’s all-important holiday season, the “clicks” had already won the 2013 race to build new warehouse and distribution facilities. Winning the overall retail race is quickly becoming about being first from dock to doorstep and satiating customer’s hunger for insta-delivery. This means having the right infrastructure, particularly supporting facilities, in place.