Today it’s crucial for retailers to offer customers freedom to move around effortlessly be it the company’s storefront, mobile apps, website, catalogue as well as social media by creating an omni-channel existence.
“That’s what we did,” says Allan Chapman, manager – IT, Dubai Duty Free (DDF) and one of the eminent participants at RetailME Connect. “In 2001 soon after Concourse C opened we brought 0.2% of our sales online from a total figure of $880 million. By the time we launched the new e-commerce site we started clocking 0.8% of sales online from a total of $2 billion annually.”
RetailME speaks to Chapman about the response to DDF’s recently launched click-and-collect facility and the overall state of omni-channel adoption in the region
DDF has recently started a click-and-collect service. Is it clicking with the UAE audience?
Our goal is to delight all our customers passing through the airport. We wanted to give them the option to do shopping even on-the-go. That’s why we launched the click-and-collect service wherein orders can be placed online and picked up from the airport on arrival. Based on the orders, we keep everything ready for passengers to collect it from DDF, giving them extra time to do more shopping on arrival, of course if there’s enough time.
It is just a matter of time before more people start using our click-and-collect option as well as for this service to be well-known through word-of-mouth. The next step for us will be the implementation of beacon technology, making shopping an even more convenient experience for our shoppers.
Is the GCC region slowly becoming omni-channel ready?
This region is definitely getting omni-channel ready. There are quite a few players dabbling in the e-commerce space. Further we also see traditional retailers developing online presence and with time we’ll see more movement.
Do you think a knowledge platform like RetailME Connect is useful?
It’s high time that we develop our knowledge about omni-channel and this will happen by sharing our own learnings at platforms like RetailME Connect where we can share innovative ideas to put into practice. Such platforms also help us to meet our peers and forge partnerships wherever possible. If we have a similar session next year it will be great to recap and see the progress we all make, what lessons we learn and how many of them we actually end up implementing. And probably by then we’ll have more stories to tell.
https://youtu.be/RceaiGi75ZY
Watsons to open 20 new stores in the GCC
In 2020, global health & beauty retailer AS Watson Group signed its
April 29, 2024 | By Rupkatha BAsda and Deliverect Deepen Partnership to Power Rapid Delivery Across Asda Express
SQUATWOLF’s Kuwait Flagship Store Anchors Its Regional Growth Ambitions
Global beauty icon Ulta Beauty to make Riyadh debut at Panorama Mall
/ 
For decades, Haldiram’s built deep recall across the UAE through its packaged
When House of Habanero opened its first physical location at Alserkal Avenue
Union Coop has completed a significant expansion of its Hatta Souq branch,
Saudi Arabia is set to welcome U.S. food exporters this week, as
Majid Al Futtaim has officially entered the discount retail segment with the
As convenience increasingly becomes currency in the region’s grocery landscape, Union Coop
As wellness becomes a lifestyle in the UAE, the grocery aisle is
Grandiose, one of the leading grocery retailers in the UAE with a
With shifting consumer behaviour, rising cost pressures, regulatory changes, and rapid digitization,
Union Coop’s blend of retail expansion, digital innovation, and community focus is
Abu Dhabi-based MAIR Group has marked a pivotal stage in its transformation
In a move that blurs the line between shopping and investing, Apparel
/ 
Why cinemas, wellness sanctuaries and cultural districts are becoming emotional infrastructure for
In a retail landscape dominated by shelves stacked with finished products, Oo
Asda, the UK’s third-largest grocery retailer, has strengthened its partnership with Deliverect
Homegrown Ventures announced its investment in PawPots, an innovative provider of fresh,
Speed and accuracy have become non-negotiable in the current logistics landscape. In
Dubai, UAE – 19 May 2025 – FancyTech A&M (Advertising & Marketing) Awards, is
The Retail Reboot Summit 2025 culminated spectacularly with the inaugural FancyTech A&M
Pet ownership in the UAE has transformed dramatically over the past two
An exclusive piece contributed By Oliver Morgan, Partner, Real Estate Development &
The UAE, particularly Dubai, is a melting pot of cultures. However, introducing
Previous Article
