Big Retailer is watching you: stores seek to match online savvy

Big Retailer is watching you: stores seek to match online savvy

* Face scans, heat sensors, phone signals used to track shopper

* Smart data allows stores to copy e-commerce personalisation

* Store wi-fi can track shopper within three metres

* US data firms agree privacy code of conduct

* Mobile ad spending seen tripling to $39 bln in 2018

You may not be using your phone, but it is giving out a unique signal that the retailer may be monitoring. A face scanner may check your age and gender while sensors pick up your body heat to help locate popular parts of the store.

Consumers have become used to players like Amazon closely following their shopping habits online, triggering targeted product recommendations, advertising and offers.

To counter the online threat, bricks and mortar retailers are playing catch-up, using increasingly sophisticated technology to improve staffing, layout and marketing.

Some people are less comfortable being watched in the offline world, prompting many in the business to promise to use only anonymised and aggregated data unless shoppers explicitly give their permission to be tracked.

But as retailers get more sophisticated and link the data they collect to loyalty card schemes, shoppers are starting to sign up to schemes that follow their movements in return for targeted discounts and apps that help them find products.

German fashion house Hugo Boss is using heat sensors to help place premium products. Luxury chocolate store Godiva has installed meters to count shoppers so it can match staffing to peak hours and measure the draw of window displays. "Our customers are trying to run their stores or malls more efficiently," said Bill McCarthy, Europe and Middle East head of ShopperTrak, the US firm behind the Godiva counters. "They are just trying to get real smart with data in the way the e-commerce guys are smart with data," he said.

The Chicago-based company says its counters, while not a new idea, helped Godiva's store in London's Regent Street improve customer service and hone its window displays, boosting transactions by 10 per cent in six weeks.

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