Lecture Notes: Evolution of Retail and Automation

Introduction

• Speaker: Shas, technology and support services lead at Crew.
• Host for the session, introducing Mr. Sham, a seasoned retail professional with over 27 years of experience.
• Purpose: Discuss the journey and evolution of the Indian retail ecosystem.

Speaker Introduction

• Mr. Sham:
  • 27 years in retail, instrumental in setting up retail outlets for brands like Cafe Coffee Day and Royal Enfield.
  • Expertise in consumer behavior and marketing.

Evolution of Retail in India

1990s: The Beginning

• Began working in retail at Baskin Robbins.
• Introduction of supermarkets like Food World, Shopper Stop, Lifestyle, etc.
• Early automation focused on billing and inventory management.

2000-2010: Expansion and Maturity

• Introduction of refund/exchange policies and Loyalty programs.
• Rise of CRM and loyalty cards.
• Growth of malls with hundreds of shops.

2011-2020: E-commerce and Innovations

• Entry of Amazon in India.
• Growth of e-commerce platforms like Flipkart.
• Omni-channel retail: Integration of physical and digital retail (e.g., Ikea's model).
• Rise of branded shops and mall culture.

2020-2021: Pandemic Impact

• Lockdowns led to growth in quick commerce (e.g., BigBasket, Swiggy Instamart).
• Shift to digital payments due to hygiene concerns.
• Smaller shops adapted to tech with apps and delivery models.

Present: Quick Commerce Boom

• Companies like Zepto offer 10-minute deliveries.
• New entrants like Flipkart's "Flipkart Minutes."
• Quick commerce creates challenges for traditional retailers.

Future of Retail Automation

• Possibility of payments using wearable tech (Apple Wallet, Google Wallet).
• Ongoing innovation in payment and retail experience.

Challenges and Innovations

• Integration of technology in existing systems is complex.
• WhatsApp commerce as a major innovation during COVID-19.

Q&A Highlights

• Concerns about end-to-end automation changing the nature of retail.
• Economic viability of e-commerce platforms.
• Best innovations during COVID-19 and their lasting impact (WhatsApp commerce).
• Challenges in integrating new technologies with existing systems.

Conclusion

• Encouragement for students to work on projects related to future retail automation.
• The industry continues to evolve rapidly, offering both challenges and opportunities.

Instructions for Students

• Details provided on how to engage with project guides and complete worksheets.
• Emphasis on collaboration with teammates for successful project completion.