"Companies don't fail because they do the wrong things; they fail because they continue to do what used to be the right things for too long.” – CapGemini

The "future customer" was the main focus of this year's ECR Europe Forum, but the message was that the future is now. Many presentations, including those from Nokia, Colgate-Palmolive, Philips and Kingfisher showed how using Web 2.0 invigorated, or in the case of Lego, saved their business.

CapGemini research indicates that stores will remain important – but the online channel will grow considerably alongside:
 > For non-perishable food: 60 % will only buy in stores
 > For Health & personal care: 40% will only buy in stores

Cadbury taps internet to find new market.

The EU eCommerce market is a €130 billion industry. This figure has tripled in the last three years and by 2011 the figure will increase to 20% of total European commerce. 400 million households are expected to have broadband access by 2010, with 50% broadband penetration in Western European markets and 60% of Europeans predicted to have 3G phones by 2010.

Both suppliers and retailers need to find ways of using the technology to connect better with each other as well their customers – present and future.