Canadian Retailer - Winter 2014 - 4

PUBLISHER'S DESK

100% Retail focused - RCC
is Unapologetic
WINTER 2014 | VOLUME 24 ISSUE 1

WITH MORE than 45,000 storefronts

across Canada, Retail Council of Canada's members now represent over 75
per cent of all retail sales in the country.
From proud independent merchants to
regional and national chains, big box
players, mass merchants and online
retailers, this industry continues to
contribute to the creation of jobs and
continues to make important capital
investments in all regions of the country-and this to the benefit of the overall Canadian economy and each and
every community from coast-to-coast.
But these jobs and capital investments are often overlooked, and over
the past few years retail has received
a disproportionate share of negative
media coverage, ranging from US/Canada price differences and cross-border
shopping to low wages and and product/food safety...and the list goes on.
That's why RCC and its Board of Directors have renewed their commitment
to educate, inform and promote the role
of retail and retail as a career across
Canada-and this on behalf of all retailers. RCC has always been there to
ensure that the voice of retail is heard
loud and clear at all levels of government. But as the industry continues to
play an even greater role in shaping
our economic future, we must also play
a more active role in demonstrating
our industry`s value to all Canadians.
RCC is well positioned to do so, as
it is not conflicted in the way other
groups or associations might be. Our
only focus is on retail and retailers
of all shapes and sizes. When crossborder shopping or the price of goods
sold in Canada versus the U.S. were
regular leading stories, RCC was the
only major national industry association to defend, advocate and speak out
for the industry. RCC was, and continues to be, the leading association to
take on the payment industry (credit
cards), and it has been consistent in
calling for a regulatory framework to
decrease the cost of accepting differ-

4|

publisher

Diane J. Brisebois
s e n i o r v i c e - p r e s i d e n t, m a r k e t i n g
& c o m m u n i c at i o n s

Sharon Armstrong
editor-in- chief

Sean C. Tarry
(416) 922-0553, ext. 286
starry@retailcouncil.org
art direction

ent payment methods in brick-andmortar and virtual stores.
From a government perspective,
RCC has extended its presence and its
voice at the municipal, provincial, territorial, federal and international levels.
It has done so to ensure our retailers
are heard, respected and valued within
the political realm across Canada.
In 2014, RCC and the Board, with
the support and participation of
members from coast-to-coast, will be
launching a multimedia campaign to
highlight the contributions of retailers
to the wellbeing of our communities,
the economy, philanthropy, environmental stewardship, innovation, job
creation, and much more.
Every industry comes under scrutiny, which is actually a good thing-it
makes us better and it makes us stronger. However, it is also time for us to step
up to the plate and let Canadians and
elected officials in this country know
how strong and committed we are as
an industry. We have something to say!
Keep an eye on the coming issues of
Canadian Retailer magazine for more
information on this exciting campaign. We are proud to be your voice
and we will continue to promote the
sector with conviction and passion.
Sincerely,

Diane J. Brisebois
President and CEO
Retail Council of Canada

canadian retailer | winter 2014 | www.retailcouncil.org/cdnretailer

Scope Media
www.scopemedia.ca
contributors

Talbot Boggs, Danielle Harder, Andrew
Hind, David McPherson, Robert Price
d i r e c t o r o f p u b l i c at i o n s

Bob Phillips
rphillips@naylor.com
project manager

Alana Place
aplace@naylor.com
sales manager

Bill McDougall
bmcdougall@naylor.com
editorial office

1881 Yonge Street, Suite 800
Toronto, Ontario M4S 3C4
Phone: (416) 922-6678 | Fax: (416) 922-8011
www.retailcouncil.org
a d v e r t i s i n g/ p r o d u c t i o n o f f i c e

Naylor (Canada), Inc.
300 - 1630 Ness Avenue,
Winnipeg, Manitoba R3J 3X1
Phone: (800) 665-2456 | Fax: (800) 709-5551
www.naylor.com
Canadian Retailer is published six times each
year by Retail Council of Canada. Members
receive complimentary copies of the magazine
with membership. The annual subscription rate
for non-members is $36.75 + tax.
Publication Mail Agreement No. 40064978
Return undeliverable Canadian addresses to:
Circulation Department, 1255 Bay Street, Suite
800, Toronto, Ontario M5R 2A9
cdnretailer@retailcouncil.org
We welcome your article suggestions and any
photographs pertaining to retailing in Canada.
Please note the opinions expressed in Canadian
Retailer do not necessarily reflect those of Retail
Council of Canada. For article reprints, contact
Naylor (Canada) at 1-800-665-2456.


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Canadian Retailer - Winter 2014

Table of Contents for the Digital Edition of Canadian Retailer - Winter 2014

Publisher’s Desk
Retail Currents
Sourcing Retail Talent for Today’s Business Needs
Hr: The Missing Piece to the Omnichannel Puzzle
Excellent Customer Service for Everybody
Different Is the Brand
Hats Off to Customer Service
Total Rewards: Beyond the Numbers
Advertiser's Index
Retail Quick Tips
Canadian Retailer - Winter 2014 - cover1
Canadian Retailer - Winter 2014 - cover2
Canadian Retailer - Winter 2014 - 3
Canadian Retailer - Winter 2014 - Publisher’s Desk
Canadian Retailer - Winter 2014 - 5
Canadian Retailer - Winter 2014 - Retail Currents
Canadian Retailer - Winter 2014 - 7
Canadian Retailer - Winter 2014 - 8
Canadian Retailer - Winter 2014 - 9
Canadian Retailer - Winter 2014 - 10
Canadian Retailer - Winter 2014 - 11
Canadian Retailer - Winter 2014 - Sourcing Retail Talent for Today’s Business Needs
Canadian Retailer - Winter 2014 - 13
Canadian Retailer - Winter 2014 - 14
Canadian Retailer - Winter 2014 - 15
Canadian Retailer - Winter 2014 - Hr: The Missing Piece to the Omnichannel Puzzle
Canadian Retailer - Winter 2014 - 17
Canadian Retailer - Winter 2014 - 18
Canadian Retailer - Winter 2014 - Excellent Customer Service for Everybody
Canadian Retailer - Winter 2014 - 20
Canadian Retailer - Winter 2014 - 21
Canadian Retailer - Winter 2014 - 22
Canadian Retailer - Winter 2014 - 23
Canadian Retailer - Winter 2014 - Different Is the Brand
Canadian Retailer - Winter 2014 - 25
Canadian Retailer - Winter 2014 - 26
Canadian Retailer - Winter 2014 - 27
Canadian Retailer - Winter 2014 - 28
Canadian Retailer - Winter 2014 - 29
Canadian Retailer - Winter 2014 - Hats Off to Customer Service
Canadian Retailer - Winter 2014 - 31
Canadian Retailer - Winter 2014 - 32
Canadian Retailer - Winter 2014 - 33
Canadian Retailer - Winter 2014 - Total Rewards: Beyond the Numbers
Canadian Retailer - Winter 2014 - 35
Canadian Retailer - Winter 2014 - 36
Canadian Retailer - Winter 2014 - Advertiser's Index
Canadian Retailer - Winter 2014 - Retail Quick Tips
Canadian Retailer - Winter 2014 - cover3
Canadian Retailer - Winter 2014 - cover4
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