Internet Retailer

Website and mobile site experiences that are fast, reliable and consistent can play a huge role in driving online conversions and revenues, particularly during heavy sales periods like the holidays.

Scott Silverman, who has served as Shop.org’s Executive Director since 2001, is resigning his position as head of the trade group, the National Retail Federation announced today. Silverman has accepted an executive-level and co-founder position with an e-commerce start-up and will step down from Shop.org effective August 13.

Last month's Internet Retailer Conference & Exhibition (IRCE) in Chicago had all the elements of a healthy trade show -- attendance was at record levels with over 10,000 paid attendees; the exhibit floor was packed with booths and customers; and the sessions were well attended. It seemed like everyone in the industry was at the show.

No, you're not seeing things. Before I get started with this month's Editor's Note, let me point out the obvious: As you can see from our new logo on the cover, All About ROI is now Retail Online Integration.

For multichannel retailer Deb Shops, a seller of junior and plus-sized apparel and accessories for women aged 13 to 25, combining the power of two of online retail's most profitable channels — social media and search — has brought increased brand awareness, more site traffic and ultimately increased sales.

In a session at this month's Internet Retailer Conference & Exhibition in Chicago, Paul Holstein, vice president of CableOrganizer.com, an online retailer of cable, wiring and equipment management products, listed three ways that retailers can use feedback from their customers to better their operations.

For niche online retailer Cruiser Customizing, a seller of motorcycle parts and accessories, an easily navigable site is critical to its success. Riders come to CruiserCustomizing.com to look for specific parts or accessories exclusive to their particular bike. Finding them quickly and easily enhances their likelihood to buy. For that reason, Cruiser Customizing has invested resources in upgrading its site search.

According to a survey conducted for Shop.org by BIGresearch, 96.5 million Americans plan to shop on Cyber Monday this year, up from 85 million in 2008.

No retailer (including store, catalog and online merchants) wants to see products returned, but as the National Retail Federation reported in 2008, more than $219 billion of merchandise made its way back to retail stores through consumer returns. Many astute companies, however, are winning customer loyalty, decreasing costs and creating positive revenue by effectively managing their returns processes.

With a reported 5,000 people in attendance, representing only a modest decline from 2008, last week’s Internet Retailer Conference & Exhibition in Boston certainly brought many online marketers, retailers and catalogers out of the woodwork, bucking a troubling downward trend of the year’s catalog, direct marketing and retail conferences.