Sales & Marketing

Generic drug introductions at Walgreens had a negative impact on total comparable sales, but the company still reported net sales of $7.2 billion, an increase of 7.2%, and a comparable-store sales increase of 6.1% in December.

Calendar day shifts positively impacted total comparable sales by 170 basis points, while generic drug introductions in the last 12 months negatively impacted total comparable sales by 70 basis points. December 2013 had one additional Tuesday and one fewer Saturday compared with December 2012.

New York – Phone-based retail customer service can prove to be a time-consuming exercise. According to a new infographic from StellaService, during more than 54,000 customer service calls the company placed to retailers during 2013, a total of 17 days were spent on the phone navigating interactive voice response systems and 49 days were spent waiting for a live agent, more than double the 24 days spent waiting in 2012.

Worldwise, a leading consumer pet products company, has entered into a long-term, exclusive licensing agreement with kathy ireland Worldwide (kiWW). Kathy Ireland will develop a line of pet products with the Worldwise team and market the collection under the brand kathy ireland Loved Ones.

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New York City-based home furnishings retailer Gracious Home has named Rob Morrison as its new chief operating officer. The former Lumber Liquidators executive begins his new role Jan. 6.

At Lumber Liquidators, Morrison was senior VP of stores and operations, a position he held since January 2006. He was also president of Artistic Tile from 2004 to 2005.

Last week, I looked back at 2013 and how the biggest single trend in retail IT was customers using connective technology to take control of the shopping experience. This week, I look forward to the new year of 2014, when the biggest single trend in retail IT will be customer disruption.

An omnichannel transformation initiative underway at department store retailer Belk is being executed with the aid of Accenture following a recent agreement between the operator of 300 stores and the global management consultancy.

Accenture has worked with Belk previously, but the recently announced agreement brings the consultant and retailer closer together as Belk looks to improve on its ability to provide customers a more seamless experience as part of its wide-ranging Omnichannel Transformation Initiative.

Looking back on 2013 (and as always, it’s amazing how quickly “look back” time arrived), the biggest single trend in retail IT has been customers using connective technology to take control of the shopping experience. And retailers should be thrilled.