With the Touch of a Finger

With the blink of an eye and touch of a finger, shoppers may soon be able to gather their shopping bags and head out of the supermarket. No more fumbling for the wallet for a credit/debit card, ID or checkbook--for those who still use this archaic form of payment. According to an article in FORTUNE last week, several retailers are considering implementing biometric technology--the scanning of fingerprints--into the checkout process.

The article lists several mass-market retailers, including Wal-Mart, Target, Costco and Albertsons, are interested in testing its benefits. A report by Sanford Bernstein found that the technology might not only help prevent the ever-growing threat of identity theft, but could also improve the bottom line.

So what does this mean for the consumer? Kind of a scary scenario. Already, we can start our cars, authorize banking transactions, enter buildings--and soon shop--with the Midas touch, thanks to biometric technology.  As the Yellow Pages' slogan goes, "Let your fingers do the walking"... and paying and driving and banking.

--Rachel Brown

Proud to be American

In case you've missed it, American Apparel is exploding. The brainchild of eccentric entrepreneur Dov Charney--who refers to himself not as the CEO but as "senior partner"--the T-shirt and "brand-free" comfort clothes retailer is leaving a trail of sawdust across the country, popping up stores in 26 U.S. states and countries spanning the globe. What started as a wholesale company selling only blank T-shirts has ballooned into a $250 million business crafting more than 10,000 SKUs.

While the quality of the clothing is an obvious driver of the chain's success, it's the intrigue behind the sexually-charged company that keeps Charney and team in the press. When bombarded with criticism for hanging graphics of pornography magazine covers on the doors of store fitting rooms, the company finally caved in and took the images down--only to replace them with covers of Playboy. Advertisements and billboards feature "real people"--including Charney and other employees--rather than models, sporting the latest AA creations (and sometimes nothing at all).

While not everyone can agree with the way American Apparel has positioned the brand to consumers, we have to recognize the feverish cultural force the company is spreading across the retail marketplace. In a time where consumers--especially young consumers--are looking for retail spaces that fit their personalities and lifestyles, a brand that supports individuality has a lot of promise. Keep on the lookout for a store near you.

--Alison Embrey

Throw The Bums Out

CEO turnover doubled in 2005. According to human resources placement firm Challenger, Gray & Christmas, 1,322 CEOs of American corporations exited last year, an increase from the 663 CEO departures in 2004.  A lot of CEOs are failing to deliver results that justify their generous multi-million dollar salaries, and boards are losing their patience with the non-performance in the front office.

In an era of jaw-dropping CEO salaries—a $10 million or higher annual CEO salary is not unusual these days—most employees are stuck in neutral with around 3 percent annual increases, which is not enough to keep up with inflation these days. Does anyone see a disconnect here? I’m sure the thousands of workers currently undergoing termination at Ford—and Delta Airlines and all the other firms laying off people—might have a few choice words for the bosses, who are still there, even though these companies are not making their numbers.

--RoxAnna Sway

Most Famous Mannequin. Ever.

We're guessing that to those fickle, easily amused people who gawk at windows consumers, urban sex bomb Kim Cattrall must be the most famous mannequin ever.  To those of us in the business, that honor belongs to someone else's  creation, and, more specifically, the Twiggy-based 1960's issued prototype. Insiders like the Diva know that mannequins aren't called dummies, and we know that display forms and hangers aren't mannequins.

Mannequins, which are far more popular in Europe than the USA, are everywhere in our culture.  Like in movies, Broadway shows, commercials and, some dudes who say the word 'dude' a lot even put them in their stores. Hey, sometimes mannequins can be fun to play with.  Or, they could be heroic.

The Diva's favorite all-time Visual Merchandiser is, of course, Rhoda, even though (non-American Idol) Simon might be a more contemporary choice.  But who knows? Maybe the upcoming Visual Merchandiser episode of Oxygen Network's reality show Making it Big will produce a new favorite. Anyway, lots of perks await if you are the VM'er that they pick for the show, like meeting people more famous than, um, you.  So, if you want to be all beau monde on TV without eating bugs or skating with a celebrity, better head on over here for deets. Oh, and if you win and Make it Big, promise not to forget all the little Divas along the way?

Comments on your favorite mannequin and/or visual merchandiser (ever) posted without delay. Really.

--Doug Hope

 

Pasha of Pots

As Valentine's Day fast approaches, Diva has a new love interest—Jonathan Adler, the pasha of pots. Yes, Simon, maybe you should be a bit jealous! (Adler is Simon Doonan's life partner and creative buddy. Simon Doonan is the creative force behind Barney's New York and all those over the top, award-winning, Madison Ave. display windows.)

Have you seen Adler's new book, "My Prescription for Anti-Depressive Living"? If not, go buy a copy right now. It is just the thing to chase away January's blah, gray days. Adler has a crush on color—lots of it—in yellows, oranges and lively chartreuse greens. And he piles on the patterns and '70s punches of style, from funky to flea market, then layers on a dose of David Hick's influences. (Hicks was the quintessential, upscale interior designer in London in the '60s.)

Adler's is a potter by trade—and very fine pots these are. They are lavishly pictured throughout the book. If you toured visual merchandising showrooms in New York during the December market, Goldsmith decorated its abode with Adler's creations. And a few retail stores have also opened to sell Adler's creations as well. There's a new one at 1097 Madison Ave. in New York and another at 47 Greene St.

What a delight to discover the zany, happy Jonathan Adler collections. Diva is smitten for sure.
Look to hear a lot more about this rising star! So, Jonathan—Here's Diva's valentine to you. Pucker up and take a smooch from Diva, along with a great big thank you for all those wonderful, zany designs.

--RoxAnna Sway

Building Family Fun

If today's most successful retailers are focusing on developing stores that offer memorable experiences, then Build-A-Bear Workshop truly defines success when it comes to families. Whenever this Diva walks by one of their stores, I always stop to watch all the kids having a wonderful time putting together their very own, customized teddy bears. It's one of the more popular birthday party venues these days. I even know a few adults who have found their "child within" and designed one.

Really, doesn't it epitomize everything we want today--good, clean fun and a chance to create something that is our very own?

If you let your imagination run wild with this concept, you might envision expanding into dolls. Great idea...they've already done it--with friends 2B made. Or maybe even take the concept out to other places where families gather, like stadiums or zoos. Oops...they're doing that, too! In their hometown of St. Louis, Build-A-Bear is opening stores at the Saint Louis Zoo (mid-March) and Busch Stadium (mid-April). As someone who enjoys the first three innings of a baseball game, this is one mother who would have jumped at the chance to take my kids to Build-A-Bear for the fourth, fifth, sixth, seventh, etc. inning stretch!

If you're wondering where retail creativity went, take a look at Build-A-Bear. I am one very impressed Diva...

--Karen Schaffner

Hello, Seattle. We’re listening.

Well, it seems as though Seattle may now be able to muster a smile. The eternally-drenched city was recently named the top retail market in the country, according to an article in the Puget Sound Business Journal. The article (registration required for link) states, in part:

“A sunny forecast is always welcome news in Seattle, and a major real estate brokerage firm has issued a bright one for the region's retail environment--brighter than for any other place in the country.

Marcus & Millichap has declared Seattle the top retail market in the country for the next three years in its Special Retail Research Report--up from last year's ranking of 15th in the firm's annual National Retail Index.

‘Why did Seattle make such a dramatic move? All of the positive forces are expected to come together at the same time,’ said Hessam Nadji, managing director of research services with the national real estate investment brokerage company….

Created as an index of supply versus demand, the Special Retail Research Report examines the retail outlook for 42 markets over the coming three years….The Seattle area owes its perch in large part to the momentum that will be generated by projected employment growth of 8 percent--120,000 jobs--in the next three years, said Nadji. In addition, the area's median household income--estimated at $54,000--is 15 percent higher than the national average, he said.”

So, Seattle retailers, developers and designers—what do you think? Is this credit long overdue? Or…what other cities do you say have the right blend of factors to create a retail boom?

--Sree Roy

Serve me up

I recently returned from the annual NRF (National Retail Federation) show in New York where I noticed that a common thread that ran through several keynote presentations was the need for more and better customer service. This was significant, because in past years customer service was barely mentioned. Now, it is becoming apparent that many retailers have dismal ratings in terms of meeting their customers' expectations for service. One presenter went so far as to say that customer service would be an important competitive differentiator for retailers in the future.

Of course, there are those who see customer service becoming more and more a function of in-store technology—for example, a presentation by CEO Nardelli of Home Depot advocated referring shoppers to in-store kiosks where they would speak by phone with experts concerning advise for various DIY projects—but others see customer service as needing more, not less, human contact, with an abundant supply of courtesy, sensitivity and accommodation.

A recent survey recognized Nordstrom at tops in customer service—it's a tradition at Nordstrom, part of its corporate culture. Consumers can also get a generous dose of customer service at Chico's, Starbucks and the Container Store. These stores all use a low-tech approach to their service: it's strictly one-on-one, people helping people. And there is one other thing I have observed about stores that get high marks for service: their employees are better trained and they stay around longer. When you talk to these employees in the store, they seem to genuinely like their jobs.

RetailDesignDiva can't say that for the department store down the mall, where inevitably, a teen sales person is tied up on the phone trying to line up her Saturday night date (long wait until she hangs up) or a question about the merchandise is met with a shrug, as if to say, why are you bothering me? I just work here; how would I know (what's more I don't care)?

Diva would love some more of that good customer service they were talking about at NRF! Especially the old fashion human-to-human kind.

--RoxAnna Sway

 

Titles are changing; jobs, too?

So, the Diva was thinking about Christopher Hufnagel's title the other day (No, I don't have anything better to do...), wondering how The Gap came up with "Vice President of Brand Store Experience."

What exactly does that mean? In RetailDesignDiva's historical context, we've got VPs (if they're lucky and talented enough) of Store Design, Visual Merchandising and Store Planning. Seems like those titles may be or should be changing as the folks who used to design spaces or displays are now getting involved in developing the entire shopping experience.

Personally, I think it makes more sense to design "experiences"...starting, of course, with the store itself.  And if that's what you're doing, why shouldn't your title reflect that?

--Karen Schaffner

Target...Isn't It Bazaar?

Just when I think Target can't get any better, it surpasses my expectations yet again. Introducing Target's new Global Bazaar, a store-within-a-store niche featuring internationally inspired arts, crafts and home furnishings from the Far East to the savannahs of Africa. The in-store merchandising area takes your breath away with the product variety alone, and the overhead graphics and wall signing is definitely meant to call your attention to the space.

What's more, when you shop the Bazaar online, you have the option to shop by region, including collections from Africa, Asia Traditional, Asia Modern, Europe, India Traditional, India Colonial and Latin America. Pier 1 Imports--eat your heart out.

--Alison Embrey