The winners of this year’s Internet Retailing Awards are a great yardstick for how to succeed in the multi-channel world where customer power still rules the day, says Siobhan Gehin, Associate Partner at Kurt Salmon, who was on the judging panel. 

For the second year, Kurt Salmon was the research partner for these prestigious Awards, which have become the benchmark for excellence in multi-channel and e-commerce retailing.  “The awards  provided a great opportunity to reflect on what’s new and what’s good, or not so good, in multi-channel and e-commerce retail and to listen to some fresh viewpoints on the various players in the market.” says Siobhan. 

“While pure-plays can focus entirely on great product, slick customer experience and great service,  multi-channel retailers have a trickier time of it in many ways: they have to integrate all this technology, innovation and new processes into a traditional retailing business. Those multi-channel players who manage to still deliver great customer experience profitably, while embracing change, stand out for me. John Lewis is a great example.

“While customer power has been a hot topic for a while – expect to see more of it this year and by next year’s awards as I think national boundaries will have blurred further.  As with the nominations this year we saw the extent to which many players – ASOS (which won both the international and judges' awards categories being the prime example) – are becoming more global in a way which is specifically enabled by e-commerce.” 

For more insight read the Internet Retailing interview with Siobhan at

and for all the information about the winners and the Awards party go to