Retail Industry Study Summary Charts | Store Operations Analysis May 2013

1. Role of the Store Study:Summary ChartsMay 2013

2. Agenda • Study Overview • Operating Channels • Physical Stores • Supply Chain Organization

3. Study Overview

4. Respondents Are Primarily in the Specialty, Grocery and Mass Merchant Retail Industries

5. Most Respondents Work in Retail Management or Store Operations; Two-Thirds Are Managers

6. Agenda • Study Overview • Operating Channels • Physical Stores • Supply Chain Organization

7. Most Have Physical Stores; Mass Merchants Are More Likely to Have e-Commerce and Social Commerce

8. Physical Stores Account for Largest Share of Revenue Across Industries, Especially for Grocery & Mass Merchants

9. Specialty and Mass Merchant Retailers Are Somewhat More Likely to Allow Local Stores to Have Their Own Sites

10. One-Fifth of Specialty, Mass Merchant and Grocery Retailers Use Twitter for Customer Service

11. Agenda • Study Overview • Operating Channels • Physical Stores • Supply Chain Organization

12. Physical Store Performance is Equally Below Importance for Core Three Industries

13. Grocery and Mass Merchant Retailers Have More Physical Stores Than Specialty Retailers

14. Grocery and Mass Merchant Retailers Have More Physical Stores Than Specialty Retailers

15. By the End of 2013, the Same Patterns Are Expected

16. Those in Specialty Retail Are More Likely to Expect the Number of Physical Stores to Stay the Same in 2013

17. Those in Grocery Retail Are More Likely to Report an Increase in Sales Revenue from Physical Stores vs. 2012

18. Those in Grocery Retail Are More Likely to Report an Increase in Physical StoreImportance in Past Five Years

19. For Grocery’s Physical Stores, the Greatest Opportunity Lies in Part in Demand Insights

20. For Mass Merchant’s Physical Stores, the Greatest Opportunity Lies in Local Assortment

21. For Specialty’s Physical Stores, the Greatest Opportunity Lies in Demand Insights

22. Volunteered Brand Differentiating Services (Open-Ended)

23. Operations, Labor and Prices Are theTop Physical Store Challenges for All Three Industries

24. Most Are Working on Strategies to Improve Physical Store Operations, Especially Mass Merchants

25. Volunteered Strategies for Improving Physical Store Operations (Open-Ended)

26. Volunteered Strategies for Improving Physical Store Operations (Open-Ended), Continued

27. Employee Turn-Over at Physical Stores is Reportedly Higher for Grocery and Mass Merchant Retailers

28. Training is Most Common Effort to Combat Employee Turn-Over at Physical Storesfor All Three Industries

29. Walmart Tops Volunteered List of Retailers Who Do Store Management Well (Open-Ended)

30. Challenges or Goals for Store Management(Open-Ended)

31. Challenges or Goals for Store Management(Open-Ended), Continued

32. Agenda • Study Overview • Operating Channels • Physical Stores • Supply Chain Organization

33. Talent Issues Are Among Most CommonSupply Chain Pain for All Groups