Please find below useful resources to download.


E-commerce experience in the retail sector: Has the importance of online shopping been ignored in boardroom composition?
From: DHR International
A report suggesting a significant shortage of e-commerce experience on the main boards of major UK and European retailers, with a particularly notable shortage of executive directors with online experience.

Fast-track Merchant Growth Paths in eCommerce 2016
From: Universal Payments
Retailers are focused more intensely on growth through digital. However, not every merchant has the same starting point or the same motivation, so growth strategies vary.

The Disconnected Customer: What digital customer experience leaders teach us about reconnecting with customers 2017
From: Capgemini Consulting
Not many companies successfully deliver a great digital customer experience and enjoy the rewards. What makes these leaders and other firms like them stand out in terms of the digital customer experience?

White Paper of Bank of China on Cross-border E-commerce Service March 2016
From: Bank of China (via
Report gives informative background to British enterprises intending to co-operate in cross-border E-commerce ventures with China. Bank of China has long term experience in supporting enterprises engaged in cross-border E-commerce.

Customer experience: Creating value through transforming customer journeys
From: McKinsey&Company
Many businesses already understand that it’s no longer enough to compete on products or services. How an organization delivers for customers is beginning to be as important as what it delivers.

Making Memories: 2016 UK Customer Experience Excellence Analysis
From: KPMG
The creation of positive memorable experiences is becoming the new battleground in improving customer value.

Research? Projects

Retail sales, Great Britain: October 2017
From: ONS
A first estimate of retail sales in volume and value terms, seasonally and non-seasonally adjusted, including data for online sales.

eCommerce Consumer Behaviour Survey 2017
From: Advantec
Annual survey into the trends and behaviours of ecommerce consumers in the UK. Researchers questioned a sample of UK online shoppers about their online shopping behaviour and expectations.

Parcel Delivery: Delivery services in the online shopping market June 2017
From: Citizen’s Advice
The report explores the scale and type of problems online shoppers experience with parcel delivery, their rights to redress, and the extent to which these rights are taken up and upheld in practice.

Through a glass, darkly? Clues for UK Trade Policy After Brexit October 2017
From: Frontier Economics
Through the fog, some of the Government’s Brexit aspirations are now beginning to emerge. But as this bulletin explains, there are significant difficulties in putting these aspirations into practice.

The Last Mile Exploring the online purchasing and delivery journey
From: Barclays
This report analyses The Last Mile, from the viewpoint of consumers, retailers and logistics providers.


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