April 10, 2021


Welcome to this issue of the Total Retail Report: Weekend Edition, a recap of what you may have missed this past week on myTotalRetail.com. Have a great weekend!

Supported By Dynamic Yield

How Ulta Beauty is Driving Equity and Inclusivity Across its Business

In episode 292 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Kecia Steelman, chief store operations officer at Ulta Beauty, the largest U.S. beauty retailer for cosmetics, fragrance, skin care products, hair care products and salon services. Steelman discusses her recently announced transition to the chief operating officer position at Ulta Beauty; the company’s $25…


5 Things Your E-Commerce Company Can Do to Build Customer Trust

by Derek O’Carroll

Since the onset of COVID-19, consumers appear to have re-assessed their priorities when they’re shopping online. Today, consumers are expecting higher levels of authenticity, seeking out brands they can trust will deliver on promises and that also align with their own values. In fact, 52 percent of respondents from Euromonitor’s Lifestyle Survey in 2020 agreed…


CFOs to CMOs: Why Optimize for Revenue When You Can Optimize for Growth?

by Fayez Mohamood

The retail industry has experienced more bankruptcies in the past few months than we’ve seen in years. Naturally, financial teams have been auditing their investments and operating costs, and looking for opportunities to eliminate waste and redundancies. I’ve participated in a number of CFO-driven meetings over the last several months, designed to give financial executives…


Retail Delivery and Fulfillment: Pain Points and Opportunities Ahead

by Guy Bloch

The retail world was rocked this past year with pandemic-led surges in demand for e-commerce and at-home delivery. While many retailers were successful in making the pivot or ramping up their delivery cycles to meet capacity, it certainly didn’t come without its challenges. The interesting aspect to the surge in e-commerce we experienced this past…

Sponsored by Blackhawk Network

2020 Merchant Gift Card Omnichannel Evaluation

NAPCO Research’s latest report provides an assessment of retailers’ omnichannel approach to the gift card category, providing a 360-degree view across both online and offline channels. Intended to serve as a benchmark for retailers to evaluate the performance of their gift card program, the report dives into analysis of gift card trends, provides visual examples of leading merchants’ gift card programs, and includes tips that retailers can implement to improve their overall program performance. Access the report for actionable takeaways to improve your strategy and improve the customer experience.


Forever New Reports a 6.22% Incremental Revenue Lift Through True Fit Partnership

The quest to form stronger digital connections with every single shopper


Maximizing E-Commerce: How Online Retailers Can Turn Last Year’s Growth Into Sustained Future Success

by Ross Kramer

After the onset of COVID-19, the world was abuzz with how the retail industry would fare. There were early signs that online shopping was surging, but nobody expected e-commerce penetration to grow by 27 percent in only eight weeks. Looking back at an unprecedented year for online retail sales, there are other trends that we…


3 Ways Retailers Can Improve Online Customer Experience

by Michael Gerard

Customer experience (CX) has always been a priority for retailers as they seek to improve engagement and drive customer loyalty. However, the huge shift to largely online shopping, accelerated by five or more years as a result of the COVID-19 pandemic, has every retailer competing in the same online world without the benefit of eye-catching…


The Road to Retail Recovery

New consumer trends show how brand loyalty and customer experience will drive commerce in the months and years ahead