Evan Schuman's StorefrontBacktalk

On Tuesday (July 8), the tenth day of the problematic performance and a "our website and call center are running slowly as we fine-tune the improvements" apology replacing JCrew's homepage, JCrew spokesperson Margot Brunelle-Fooshee said the problems are still slowing things down and the associated disclaimer "will probably be up until Friday" (July 11).Read more...

J.C. Penney customers are twice as likely to say they are highly satisfied with their in-store shopping experience if they are working with store employees who are accessing the company’s Web site while standing next to them. That according to an Internet Retailer story quoting Kevin Gebhardt, the chain’s director of multi-channel coordination and implementation.

It’s been almost two years since the chain connected all 35,000 of its point-of-sale systems to the Web, giving associates in its nearly 1,100 stores access to the retailer’s e-commerce site, JCP.com, the story said. “J.C. Penney also has tested placing Web-enabled kiosks in stores so that customers can access JCP.com on their own, but decided against deploying them,” Gebhardt said. He added that “the retailer is focusing on helping employees provide better service rather than on self-service technologies, with the exception of kiosks that customers use for accessing online gift registries.” …

The conventional wisdom has held that China is not likely to embrace E-Commerce, because of the Chinese aversion to credit payments and fears of piracy and poor quality products. But a Forbes story this week makes a powerful argument that E-Commerce—and a credit-card lifestyle in general—will be coming to China very soon and in a big way.

“In interviews the China Market Research Group (CMR) has conducted with 500 young adults between the ages of 18 and 32 in six cities across China, nearly 80 percent of respondents said they had made an online purchase in the last six months. The vast majority expected to buy something again in the next quarter. Seventy percent said they weren’t putting aside any money in savings accounts and that they would use a credit card for online purchases if they had one,” the story said, adding that the study “suggests it is a lack of credit cards and other payment options, rather than a cultural aversion to buying online, that has curtailed the growth of e-commerce in China. But the problem of payment is resolving itself. Credit card use is booming as domestic banks like Bank of China and China Merchants Bank roll out services targeting consumers in China’s smaller cities. We expect the number of credit cards in China to increase fivefold, from 56 million at the end of 2006 to 250 million by the end of 2013.” …

"Response times for some short codes degraded severely during the busiest hours of the day. One CSC (common short code) showed a 60 percent peak-period slowdown every day, indicating a major capacity issue was present," Keynote said. "Many of the CSCs monitored showed significant reliability issues. Several (experienced) more than 10 hours of outage while one (experienced) more than 50 hours." Read more...

A UK company is pushing retailers to use voice-recognition to authenticate purchases over the phone and online.

The Voice Commerce Group’s Voice Transact package has consumers call the service, quote a pre-arranged product code and then a series of digits dictated by the automated system. Verizon is involved in the rollout. VCG CEO Nick Ogden was quoted in E-Commerce Times saying that there are “current problems with the system, the biggest of which was interoperability between different banks’ systems and the standards used in the technology.”…

Since almost no one can afford to add another group of people with both auditing skills and IT skills, nor can most retailers afford to pay consulting firms to do this, I tend to recommend very specific PCI audit training courses for your internal audit staff. One way to do this is to send them to the same two day course that PCI auditors go through. Read more...

When Oracle finally introduced its Retail 13 integrated suite this week, after three years of acquisition and integration, the teams working for the world’s largest enterprise software vendor might have breathed a sigh of relief. They might have hoped that the hardest part was behind them.

But creating a vast integrated suite is not the hard part. Convincing retail IT execs, worried about politics, perception and pragmatism, to turn over their most valuable data to one license-fee-hungry vendor? That’s where the real fun starts. Read more.…

When IHL began work on the report, "I did not expect the acceleration that we're seeing in the out years," said IHL President Greg Buzek. "I did not expect how fast it's growing."

Ironically, Buzek said, the jump in later years is being partially caused by the sales slowdowns of today. As dollars are getting tighter, retailers are pushing more sales through less-labor-costly self-checkout systems and paying for the installation of more such systems. Those additional machines, over the years, will increase the number of dollars being processed by self-service. Read more...

One of the repeated arguments made in retail data security circles is that retailers tend to have much weaker security because it’s not as much of a cultural priority as, for example, banking. So it’s a little bit consoling that the latest ATM databreach is apparently not the result of a retail breach, not the result of social engineering and the trusting bank clerk, but is the first proven incident of a bank server’s breach linked to ATM fraud.

A computer intrusion into a Citibank server that processes ATM withdrawals led to two Brooklyn men making hundreds of fraudulent withdrawals from New York City cash machines in February, pocketing at least $750,000 in cash, according to a Wired story. Although Citibank told Wired that its systems had not been breached, Citibank “warned the FBI on February 1 that ‘a Citibank server that processes ATM withdrawals at 7-Eleven convenience stores had been breached,’ according to a sworn affidavit by FBI cyber-crime agent Albert Murray.”…

At some point in the last decade, nearly every organization involved in electronic commerce did an evaluation of payment gateways. So, what's changed? Read more...

Are European retailers going to have any better luck than American retailers with consumer-facing biometric payments? The 750-store Albert Heijn supermarket chain, the largest such chain in the Netherlands, is about to find out.

While various European chains (such as Germany’s Wagener Department Stores) have enjoyed modest success with biometrics, the Albert Heijn chain’s June 17 statement said it would commit to the trial for six months.…

A Verizon Business security report analyzed more than 500 data breach incidents over four years and found that 73 percent started from the outside and only 18 percent were inside jobs. Read more...

The hypothetical Nordstrom example shows how much less respect is paid to the online consumer than the brick-and-mortar one. Does the inherent anonymity in the Web cut both ways? Like the site visitors emboldened by their namelessness who post comments and get into flame wars that they would never have the nerve to try in person, are E-tailers treating their customers with a disrespect that they would never dare consider in a physical store? Read more...

The 74-page settlement outlined several efforts by Ameritrade, but it did not include any cash payments to the consumers who sued the company. Among the agreements were that Ameritrade will warn consumers about investment SPAM, pay for limited security testing, seed E-mail accounts seeking violators, pay $20,000 to the Honeynet Project and $35,000 to the National Cyber Forensics and Training Alliance as well as buy some of the impacted consumers a one-year license for an Ameritrade-selected anti-SPAM software package. Read more...

"Whether we're talking about logs generated by network or application firewalls, intrusion detection systems, file integrity monitor tools or the operating systems themselves, I've come to the conclusion that the only people who don't hate them are the vendors who sell them. But, whether we hate them, disrespect them or merely ignore them, we need to learn to live with them." Read more...

Just in time for Friday the 13th, Oracle is finally ready to unveil Oracle Retail V 13, with a formal rollout slated for Tuesday (June 17).

Oracle’s main retail suite is not expected to undergo any radical changes (even the name change is expected to be slight); it’s mostly claims of better integration and interoperability.…

Major retailers won't invest in a truly robust mobile deployment until they see most of their rivals doing so. Yes, this is why American business is in the global position it's in today—that grand American Can-Do-But-Only-If-You-Do-It-First attitude. Read more...

The Meijer department store chain–with 182 stores in Michigan, Ohio, Indiana, Illinois and Kentucky–is getting creative with its Web site, food recipes and online coupons. A widget for the chain allows a visitor to see a desired recipe, drag it into a calendar and have shopping lists automatically populate with the needed items along with targeted coupons for key ingredients.

Developed by Qponix, a joint venture between Meijer and Fry, the program is testing whether the online coupon-recipe-shopping-list integration will help boost sales in a soft-sell kind of way.…

New York State has started pushing to collect sales tax from e-tailers that have no physical presence in the state, prompting Amazon and Overstock to fight back. But as this BusinessWeek story describes, e-tailers are fighting back with different legal strategies.

All are hoping against the odds that other states don’t pull the same revenue-generating attempt. If New York gets legal greenlights, several more states will quickly mimic its efforts, leading to a flood of almost every state within two years. If it’s going to happen, better it happen quickly. With one or two states, consumers will feel the tax pain and will look elsewhere. When it’s universal, though, it will blend into that amorphous cost of doing business and will cease changing behavior.…

Note to retailers looking to offer free Wi-Fi: It’s a good idea to first make sure you can make the offer. Starbucks discovered that an offer of two hours of free Wi-Fi a day simply wasn’t working.

“Due to overwhelming interest in Card Rewards we are currently experiencing difficulty accessing Starbucks Card accounts. We are working to fix the problem and ask that you please try again later,” said a page shown to site visitors, according to this IDG News Service story. A Starbucks spokesman said that the problems were on Starbucks’ end, not AT&T’s. “Customers overwhelmed the site when joining Starbucks Card Rewards,” said Doug Cavarocchi, a Starbucks spokesman, in an e-mail. …

The dotcom side is trying something similar, but the virtually infinite nature of online means that the Borders site can display as many books as it wants. The ability to drag the shelf to the left or right keeps the cover images flowing. Called the "magic shelf," that feature "is way more robust than it was before" in beta testing, said Kevin Ertell, the Borders E-Commerce exec who is in charge of the site. Read more...