BARCELONA—World Retail Congress 2009 kicked off today with a panel discussion dedicated to the business of sustainability. Trust, engagement, authenticity, communication and understanding customers were the key issues highlighted by the panel during the discussion.
One panelist said retailers to embrace new communication channels, such as YouTube, rather than relying on traditional methods of disseminating information. Another said sustainability is not "an appendage—it's a way of doing business" They also stressed that the world's greenest retailers are those that have sustainability as an integral part of what they do, rather than opting for a pick-and-mix approach.
The panel also was united in urging retailers to be consistent in the message that they deliver to shoppers. “If you’re not consistent, [sustainability] messages have a real potential to backfire.”
