Holiday Hysteria: Plan For Perfection But Prepare For Pandemonium

1. HOLIDAY HYSTERIA: Plan For Perfec8on But Prepare For Pandemonium Presented by Sponsored by

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6. #HolidayCCS Today’s Panelists Jim Davidson Director of Research, Bronto Software MODERATOR Alicia Fiorletta Senior Editor, Retail TouchPoints

7. Holiday Hysteria: Plan For Perfection But Prepare For Pandemonium Jim Davidson Director of Research @JimSaidIt #HolidayCCS bronto.com/holidays

9. Today ééé -‐73 Days

10. Today ééé -‐73 Days +73 Days êêê

15. Caffeinating the Consumer

20. Caffeinating the Consumer Today

23. Stores Open GiEs Under $20 Shop by Price Doorbusters GiE Guides Online Only Stores Open Late Days of Saving Stores Closed Shop for Him/Her Guaranteed Delivery Shipping Deadlines In-‐Store Only GiE Cards Flash Sale

25. But I Don’t Wanna!!!

28. Thanksgiving, Black Friday & Cyber Monday Sales $633 $1,042 $1,465 $766 $1,198 $1,735 Thanksgiving Day (Nov. 28) Black Friday (Nov. 29) Cyber Monday (Dec. 2) 2012 2013 comScore, 2013

29. TG, BF, CM Sales: Year-Over-Year Changes 32% comScore, 2013 2011-12 Change 2012-13 Change 28% 17% 21% 15% 18% Thanksgiving Day (Nov. 28) Black Friday (Nov. 29) Cyber Monday (Dec. 2)

32. Thanksgiving

33. Thanksgiving Black Friday

34. Thanksgiving Black Friday Cyber Monday

35. Thanksgiving

36. Thanksgiving 2013 Trends: 180 Days Out 0% 5% 10% 15% 20% 25% -‐180 -‐176 -‐172 -‐168 -‐164 -‐160 -‐156 -‐152 -‐148 -‐144 -‐140 -‐136 -‐132 -‐128 -‐124 -‐120 -‐116 -‐112 -‐108 -‐104 -‐100 -‐96 -‐92 -‐88 -‐84 -‐80 -‐76 -‐72 -‐68 -‐64 -‐60 -‐56 -‐52 -‐48 -‐44 -‐40 -‐36 -‐32 -‐28 -‐24 -‐20 -‐16 -‐12 -‐8 -‐4 0 4 8 12 16 20 24 28 32 2011

37. Thanksgiving 2013 Trends: 180 Days Out 0% 5% 10% 15% 20% 25% -‐180 -‐176 -‐172 -‐168 -‐164 -‐160 -‐156 -‐152 -‐148 -‐144 -‐140 -‐136 -‐132 -‐128 -‐124 -‐120 -‐116 -‐112 -‐108 -‐104 -‐100 -‐96 -‐92 -‐88 -‐84 -‐80 -‐76 -‐72 -‐68 -‐64 -‐60 -‐56 -‐52 -‐48 -‐44 -‐40 -‐36 -‐32 -‐28 -‐24 -‐20 -‐16 -‐12 -‐8 -‐4 0 4 8 12 16 20 24 28 32 2011 2012

38. Thanksgiving 2013 Trends: 180 Days Out 0% 5% 10% 15% 20% 25% -‐180 -‐176 -‐172 -‐168 -‐164 -‐160 -‐156 -‐152 -‐148 -‐144 -‐140 -‐136 -‐132 -‐128 -‐124 -‐120 -‐116 -‐112 -‐108 -‐104 -‐100 -‐96 -‐92 -‐88 -‐84 -‐80 -‐76 -‐72 -‐68 -‐64 -‐60 -‐56 -‐52 -‐48 -‐44 -‐40 -‐36 -‐32 -‐28 -‐24 -‐20 -‐16 -‐12 -‐8 -‐4 0 4 8 12 16 20 24 28 32 2011 2012 2013

39. Thanksgiving 2013 Trends: 180 Days Out 0% 5% 10% 15% 20% 25% -‐180 -‐176 -‐172 -‐168 -‐164 -‐160 -‐156 -‐152 -‐148 -‐144 -‐140 -‐136 -‐132 -‐128 -‐124 -‐120 -‐116 -‐112 -‐108 -‐104 -‐100 -‐96 -‐92 -‐88 -‐84 -‐80 -‐76 -‐72 -‐68 -‐64 -‐60 -‐56 -‐52 -‐48 -‐44 -‐40 -‐36 -‐32 -‐28 -‐24 -‐20 -‐16 -‐12 -‐8 -‐4 0 4 8 12 16 20 24 28 32 2011 2012 2013

40. Thanksgiving 2013 Trends: 30 Days Out 25% 20% 15% 10% 5% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 3 4 2011

41. Thanksgiving 2013 Trends: 30 Days Out 25% 20% 15% 10% 5% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 3 4 2011 2012

42. Thanksgiving 2013 Trends: 30 Days Out 25% 20% 15% 10% 5% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 3 4 2011 2012 2013

43. Thanksgiving 2013 Trends: 30 Days Out • Earlier buzz • YoY references dip Thanksgiving Week • 2013 midway between previous years 25% 20% 15% 10% 5% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 3 4 2011 2012 2013

44. Thanksgiving References: Year-Over Year Changes 0.0% -0.9% 0.0% -2.3% 0.0% 0.0% 0.0% 0.7% -1.6% 0.2% -0.2% 0.0% -0.4% -0.9% -1.6% -1.3% 0.7% 1.3% 5.0% 0.0% 1.3% -1.5% 0.7% -1.4% 0.4% -1.4% -1.5% -1.7% -1.7% -3.6% -1.2% -6.1% -0.3% -1.9% • Stronger early push • Bigger bumps -10 Days • More dedicated emails on Thanksgiving Day 2012 vs 2011

45. Thanksgiving References: Year-Over Year Changes 0.0% -0.9% 0.0% -2.3% 0.0% 0.0% 0.0% 0.7% -1.6% 0.2% -0.2% 0.0% -0.4% -0.9% -1.6% -1.3% 0.7% 1.3% 5.0% 0.0% 1.3% -1.5% 0.7% -1.4% 0.4% -1.4% -1.5% -1.7% -1.7% -3.6% -1.2% -6.1% -0.3% -1.9% 0.5% 1.1% 0.0% 0.0% 0.0% 0.0% 1.9% 1.9% 0.3% 0.8% 0.7% -0.5% 2.4% 1.6% 0.5% -0.2% -0.6% 0.3% -1.4% -3.5% 1.4% 1.0% -1.0% 1.9% -1.2% 1.1% -0.3%-0 .2% 1.1% -1.7% 3.5% 0.1% -0.3% 1.8% -30 -29 -28 -27 -26 -25 -24 -23 -22 -21 -20 -19 -18 -17 -16 -15 -14 -13 -12 -11 -10 -9 -8 -7 -6 -5 -4 -3 -2 -1 0 1 2 3 • Stronger early push • Bigger bumps -10 Days • More dedicated emails on Thanksgiving Day 2013 vs 2012 2012 vs 2011

46. Thanksgiving References: Year-Over Year Changes 0.0% -0.9% 0.0% -2.3% 0.0% 0.0% 0.0% 0.7% -1.6% 0.2% -0.2% 0.0% -0.4% -0.9% -1.6% -1.3% 0.7% 1.3% 5.0% 0.0% 1.3% -1.5% 0.7% -1.4% 0.4% -1.4% -1.5% -1.7% -1.7% -3.6% -1.2% -6.1% -0.3% -1.9% 0.5% 1.1% 0.0% 0.0% 0.0% 0.0% 1.9% 1.9% 0.3% 0.8% 0.7% -0.5% 2.4% 1.6% 0.5% -0.2% -0.6% 0.3% -1.4% -3.5% 1.4% 1.0% -1.0% 1.9% -1.2% 1.1% -0.3%-0 .2% 1.1% -1.7% 3.5% 0.1% -0.3% 1.8% -30 -29 -28 -27 -26 -25 -24 -23 -22 -21 -20 -19 -18 -17 -16 -15 -14 -13 -12 -11 -10 -9 -8 -7 -6 -5 -4 -3 -2 -1 0 1 2 3 • Stronger early push • Bigger bumps -10 Days • More dedicated emails on Thanksgiving Day 2013 vs 2012 2012 vs 2011

47. Early November Thanksgiving Promotions Nov 9 SL: “Thanksgiving sale PLUS 20% off everything” Nov 22 SL: “Extra 25% OFF Thanksgiving Preview Sale! Order Early for A Stress-Free Holiday”

48. Thanksgiving Day: Email Volume 0% 2% 4% 6% 8% 10% 12% 11 PM 10 PM 09 PM 08 PM 07 PM 06 PM 05 PM 04 PM 03 PM 02 PM 01 PM 12 PM 11 AM 10 AM 09 AM 08 AM 07 AM 06 AM 05 AM 04 AM 03 AM 02 AM 01 AM 12 AM 2011 2012 2013

52. Thanksgiving Day Email Volume: YoY Changes +0.5% -2.6% -0.6% +0.2% -1.7% -2.2% +3.4% -3.5% +1.1% -0.2% -0.6% +0.8% -0.1% +1.2% +1.5% -0.9% +0.4% -2.8% +5.0% +0.8% +0.3% +0.2% -0.9% +0.8% 5% 3% 1% -1% -3% -5% 12AM 01AM 02AM 03AM 04AM 05AM 06AM 07AM 08AM 09AM 10AM 11AM 12PM 01PM 02PM 03PM 04PM 05PM 06PM 07PM 08PM 09PM 10PM 11PM

53. Thanksgiving Day Email Volume: YoY Changes +0.5% -2.6% -0.6% +0.2% -1.7% -2.2% +3.4% -3.5% +1.1% -0.2% -0.6% +0.8% -0.1% +1.2% +1.5% -0.9% +0.4% -2.8% +5.0% +0.8% +0.3% +0.2% -0.9% +0.8% 5% 3% 1% -1% -3% -5% 12AM 01AM 02AM 03AM 04AM 05AM 06AM 07AM 08AM 09AM 10AM 11AM 12PM 01PM 02PM 03PM 04PM 05PM 06PM 07PM 08PM 09PM 10PM 11PM

54. Thanksgiving Early AM 7am SL: “50% Off One Item! Happy Thanksgiving!”

55. Thanksgiving Early AM 7am SL: “50% Off One Item! Happy Thanksgiving!” 7am SL: “Online Exclusive - Enjoy up to 20% Off During our Thanksgiving Sale + Enjoy 30% Off Select Men's and Women's Sweaters”

56. Thanksgiving Early AM 7am SL: “50% Off One Item! Happy Thanksgiving!” 7am SL: “Online Exclusive - Enjoy up to 20% Off During our Thanksgiving Sale + Enjoy 30% Off Select Men's and Women's Sweaters”

57. Thanksgiving Evening 6:05pm SL: “Psst! 50% OFF Everything + FREE Ship, No Min Starts TONIGHT!” 6:40pm SL: “Black Friday Starts NOW! Get 50% Off Everything + Freebies!”

58. Thanksgiving Evening 6:05pm SL: “Psst! 50% OFF Everything + FREE Ship, No Min Starts TONIGHT!” 6:40pm SL: “Black Friday Starts NOW! Get 50% Off Everything + Freebies!” Store hours? Store Locators?

59. Thanksgiving Day: Emails Sent per Retailer 2 1.5 1 0.5 0 Thanksgiving Black Friday Cyber Monday 2011 2012 2013

60. Thanksgiving Day: Emails Sent per Retailer 82% 17% 1% 1% 71% 27% 1% 0% 68% 26% 4% 2% 1 2 3 4 2011 2012 2013

63. A 4-Email Thanksgiving Sent From Subject Line 06:12 AM Jos. A. Bank Happy Thanksgiving -‐ Enjoy Over 30 BLACK FRIDAY DOORBUSTERS Today with FREE Shipping, No Minimum! 10:40 AM Jos. A. Bank Select from Over 30 DOORBUSTERS Plus Enjoy FREE Shipping, No Minimum! 03:32 PM Jos. A. Bank FREE Shipping, No Minimum on BLACK FRIDAY DOORBUSTERS 07:43 PM Jos. A. Bank Enjoy Incredible Black Friday Prices Now -‐ with FREE Shipping, No Minimum!

64. A 4-Email Thanksgiving Sent From Subject Line 06:12 AM Jos. A. Bank Happy Thanksgiving -‐ Enjoy Over 30 BLACK FRIDAY DOORBUSTERS Today with FREE Shipping, No Minimum! 10:40 AM Jos. A. Bank Select from Over 30 DOORBUSTERS Plus Enjoy FREE Shipping, No Minimum! 03:32 PM Jos. A. Bank FREE Shipping, No Minimum on BLACK FRIDAY DOORBUSTERS 07:43 PM Jos. A. Bank Enjoy Incredible Black Friday Prices Now -‐ with FREE Shipping, No Minimum!

65. Black Friday

66. Black Friday 2013 Trends: 180 Days Out 0% 10% 20% 30% 40% 50% -‐181 -‐177 -‐173 -‐169 -‐165 -‐161 -‐157 -‐153 -‐149 -‐145 -‐141 -‐137 -‐133 -‐129 -‐125 -‐121 -‐117 -‐113 -‐109 -‐105 -‐101 -‐97 -‐93 -‐89 -‐85 -‐81 -‐77 -‐73 -‐69 -‐65 -‐61 -‐57 -‐53 -‐49 -‐45 -‐41 -‐37 -‐33 -‐29 -‐25 -‐21 -‐17 -‐13 -‐9 -‐5 -‐1 3 7 11 15 19 23 27 31 2011 2012

67. Black Friday 2013 Trends: 180 Days Out 0% 10% 20% 30% 40% 50% -‐181 -‐177 -‐173 -‐169 -‐165 -‐161 -‐157 -‐153 -‐149 -‐145 -‐141 -‐137 -‐133 -‐129 -‐125 -‐121 -‐117 -‐113 -‐109 -‐105 -‐101 -‐97 -‐93 -‐89 -‐85 -‐81 -‐77 -‐73 -‐69 -‐65 -‐61 -‐57 -‐53 -‐49 -‐45 -‐41 -‐37 -‐33 -‐29 -‐25 -‐21 -‐17 -‐13 -‐9 -‐5 -‐1 3 7 11 15 19 23 27 31 2011 2012 2013

68. Black Friday 2013 Trends: 30 Days Out 50% 40% 30% 20% 10% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 3 2011 2012 2013

69. Black Friday 2013 Trends: 30 Days Out 50% 40% 30% 20% 10% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 3 2011 2012 2013

70. Black Friday References: Year-Over Year Changes 1% 0% -1% 0% 0% 0% 0% 0% 0% 0% 1% 1% 1% 1% 0% -1% 2% 1% -1% 1% 1% 1% 5% 2% 2% 0% 1% -2% 8% -1% 0% 7% -1% 0% 2012 vs 2011 • More stable rumble • Steady march to actual day • Sharper post-BF decline

71. Black Friday References: Year-Over Year Changes 1% 0% -1% 0% 0% 0% 0% 0% 0% 0% 1% 1% 1% 1% 0% -1% 2% 1% -1% 1% 1% 1% 5% 2% 2% 0% 1% -2% 8% -1% 0% 7% -1% 0% -1% 0% 0% 0% 1% 1% 1% -1% 1% -1% -1% -1% 0% 1% 0% 1% 2% 1% 2% 1% 0% 3% 3% 3% 7% 5% 8% 9% 8% 0% 1% 1% -2% 0% -30 -29 -28 -27 -26 -25 -24 -23 -22 -21 -20 -19 -18 -17 -16 -15 -14 -13 -12 -11 -10 -9 -8 -7 -6 -5 -4 -3 -2 -1 0 1 2 3 2013 vs 2012 2012 vs 2011 • More stable rumble • Steady march to actual day • Sharper post-BF decline

72. Black Friday References: Year-Over Year Changes 1% 0% -1% 0% 0% 0% 0% 0% 0% 0% 1% 1% 1% 1% 0% -1% 2% 1% -1% 1% 1% 1% 5% 2% 2% 0% 1% -2% 8% -1% 0% 7% -1% 0% -1% 0% 0% 0% 1% 1% 1% -1% 1% -1% -1% -1% 0% 1% 0% 1% 2% 1% 2% 1% 0% 3% 3% 3% 7% 5% 8% 9% 8% 0% 1% 1% -2% 0% -30 -29 -28 -27 -26 -25 -24 -23 -22 -21 -20 -19 -18 -17 -16 -15 -14 -13 -12 -11 -10 -9 -8 -7 -6 -5 -4 -3 -2 -1 0 1 2 3 2013 vs 2012 2012 vs 2011 • More stable rumble • Steady march to actual day • Sharper post-BF decline

73. Early November Black Friday Emails Nov 1 SL: “Online Only: Shop Early Black Friday & Save Up To 40%!”

74. Early November Black Friday Emails Nov 1 SL: “Online Only: Shop Early Black Friday & Save Up To 40%!”

75. Early November Black Friday Emails Nov 1 SL: “Online Only: Shop Early Black Friday & Save Up To 40%!” Nov 3 SL: “Let's Fast-Forward to BLACK FRIDAY Savings!”

76. Early November Black Friday Emails Nov 1 SL: “Online Only: Shop Early Black Friday & Save Up To 40%!” Nov 3 SL: “Let's Fast-Forward to BLACK FRIDAY Savings!”

77. Black Friday: Email Volume 0% 5% 10% 11 PM 10 PM 09 PM 08 PM 07 PM 06 PM 05 PM 04 PM 03 PM 02 PM 01 PM 12 PM 11 AM 10 AM 09 AM 08 AM 07 AM 06 AM 05 AM 04 AM 03 AM 02 AM 01 AM 12 AM 2011 2012 2013

81. Black Friday Email Volume: YoY Changes -1.2% -1.6% -1.8% +1.5% -0.1% -1.9% +0.8% +0.4% +2.7% -0.6% +1.5% -0.2%-0 .3% -0.2% -2.3% +1.9%+1 .8% +0.5% 0.0% +0.7% -0.4%-0 .3%-0 .3% -0.6% 3% 2% 1% 0% -1% -2% -3% 12AM 01AM 02AM 03AM 04AM 05AM 06AM 07AM 08AM 09AM 10AM 11AM 12PM 01PM 02PM 03PM 04PM 05PM 06PM 07PM 08PM 09PM 10PM 11PM

82. Black Friday Email Volume: YoY Changes -1.2% -1.6% -1.8% +1.5% -0.1% -1.9% +0.8% +0.4% +2.7% -0.6% +1.5% -0.2%-0 .3% -0.2% -2.3% +1.9%+1 .8% +0.5% 0.0% +0.7% -0.4%-0 .3%-0 .3% -0.6% 3% 2% 1% 0% -1% -2% -3% 12AM 01AM 02AM 03AM 04AM 05AM 06AM 07AM 08AM 09AM 10AM 11AM 12PM 01PM 02PM 03PM 04PM 05PM 06PM 07PM 08PM 09PM 10PM 11PM

83. Black Friday Peak Hours From Subject Line TigerDirect.com Take $30 Off Your Order + 100 More Black Friday Deals Added UlXmate Outlet Up to 90% Off Black Friday Special! Shop PBS Black Friday Savings: 20% Off + Free Shipping! Casa.com site Black Friday deals | 15% -‐ 60% off cookware, decor, storage, bedding & more Burts Bees FREE Body Bar with your $20 Black Friday purchase! Cooking.com Black Friday Blow-‐Out! 9am

84. Black Friday Peak Hours From Subject Line From Subject Line Linens-‐N-‐Things Last Chance to Save on Black Friday Deals | Croscill Bedding Sets Overstock.com FINAL HOURS BLACK FRIDAY -‐ 15% off Coupon Sephora Black Friday Online Deals -‐ all weekend long! Target.com TODAY ONLY: Black Friday Sale now + 20% off coupon later NorthernTool.com Final Hours Black Friday Sale -‐ Don't Miss Out On Big Savings! Bakers Shoes 12 HOURS LEFT!!! 30% OFF ENTIRE SITE BLACK FRIDAY SALE!! Rakuten (Buy.com) Last Chance to Shop Black Friday Deals + Save Up to 75% | SHOP NOW TigerDirect.com Take $30 Off Your Order + 100 More Black Friday Deals Added UlXmate Outlet Up to 90% Off Black Friday Special! Shop PBS Black Friday Savings: 20% Off + Free Shipping! Casa.com site Black Friday deals | 15% -‐ 60% off cookware, decor, storage, bedding & more Burts Bees FREE Body Bar with your $20 Black Friday purchase! Cooking.com Black Friday Blow-‐Out! 9am 3pm

85. Black Friday: Emails Sent per Retailer 2 1.5 1 0.5 0 Thanksgiving Black Friday Cyber Monday 2011 2012 2013

86. Black Friday: Emails Sent per Retailer 77% 21% 2% 1% 0.0% 0.0% 74% 22% 4% 0% 0.0% 0.4% 62% 31% 5% 1% 0.4% 0.0% 1 2 3 4 5 6 2011 2012 2013

87. Black Friday: Emails Sent per Retailer 77% 21% 2% 1% 0.0% 0.0% 74% 22% 4% 0% 0.0% 0.4% 62% 31% 5% 1% 0.4% 0.0% 1 2 3 4 5 6 2011 2012 2013

88. A 4-email Black Friday Sent From Subject Line 05:09 AM Brookstone BOGO 50% In-‐Store Deals RIGHT NOW! 08:24 AM Brookstone $15 OFF $49... $25 OFF $99... ENDS TONIGHT 12:11 PM Brookstone Best Gics Under $35 04:21 PM Brookstone $15 OFF $49... $25 OFF $99... HOURS LEFT

89. A 4-email Black Friday Sent From Subject Line 05:09 AM Brookstone BOGO 50% In-‐Store Deals RIGHT NOW! 08:24 AM Brookstone $15 OFF $49... $25 OFF $99... ENDS TONIGHT 12:11 PM Brookstone Best Gics Under $35 04:21 PM Brookstone $15 OFF $49... $25 OFF $99... HOURS LEFT

90. Cyber Monday

91. Cyber Monday 2013 Trends: 180 Days Out 0% 10% 20% 30% 40% -‐184 -‐180 -‐176 -‐172 -‐168 -‐164 -‐160 -‐156 -‐152 -‐148 -‐144 -‐140 -‐136 -‐132 -‐128 -‐124 -‐120 -‐116 -‐112 -‐108 -‐104 -‐100 -‐96 -‐92 -‐88 -‐84 -‐80 -‐76 -‐72 -‐68 -‐64 -‐60 -‐56 -‐52 -‐48 -‐44 -‐40 -‐36 -‐32 -‐28 -‐24 -‐20 -‐16 -‐12 -‐8 -‐4 0 4 8 12 16 20 24 28 2011 2012 2013

92. Cyber Monday 2013 Trends: 30 Days Out 40% 30% 20% 10% 0% -‐30 -‐29 -‐28 -‐27 -‐26 -‐25 -‐24 -‐23 -‐22 -‐21 -‐20 -‐19 -‐18 -‐17 -‐16 -‐15 -‐14 -‐13 -‐12 -‐11 -‐10 -‐9 -‐8 -‐7 -‐6 -‐5 -‐4 -‐3 -‐2 -‐1 0 1 2 2011 2012 2013

93. Cyber Monday References: Year-Over Year Changes 0.0% 0.0% -0.8% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% -0.2% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% -0.4% 0.0% 0.0% 0.5% 0.5% 0.0% 0.0% -1.7% 0.5% 0.0% 0.0% 0.3% -0.3% 4.3% 1.6% 3.8% -1.5% 0.4% • Early starts continue beyond Sunday • Less burst +/- 1Day • Cyber Week trends extend Cyber Monday 2012 vs 2011

94. Cyber Monday References: Year-Over Year Changes 0.0%0. 0% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0% -0.8% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0% -0.2% 0.0%0. 0% -0.4% 0.5%0. 5% 0.0%0. 0% 0.5% -1.7% 0.3% 0.0%0. 0% 4.3% -0.3% 3.8% 1.6% 0.4% -1.5% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0% 0.0% -0.1% 0.5% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0% 0.0%0. 0% -0.5-%0. 5% 0.0%0. 0% 0.0%0. 0% 0.7% -0.3% 1.1% -0.2-%0. 2-%0. 2% -30 -29 -28 -27 -26 -25 -24 -23 -22 -21 -20 -19 -18 -17 -16 -15 -14 -13 -12 -11 -10 -9 -8 -7 -6 -5 -4 -3 -2 -1 0 1 2 3 • Early starts continue beyond Sunday • Less burst +/- 1Day • Cyber Week trends extend Cyber Monday 2013 vs 2012 2012 vs 2011

95. Cyber Monday References: Year-Over Year Changes 0.0%0. 0% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0% -0.8% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0% -0.2% 0.0%0. 0% -0.4% 0.5%0. 5% 0.0%0. 0% 0.5% -1.7% 0.3% 0.0%0. 0% 4.3% -0.3% 3.8% 1.6% 0.4% -1.5% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0% 0.0% -0.1% 0.5% 0.0%0. 0%0. 0%0. 0%0. 0%0. 0%0. 0% 0.0%0. 0% -0.5-%0. 5% 0.0%0. 0% 0.0%0. 0% 0.7% -0.3% 1.1% -0.2-%0. 2-%0. 2% -30 -29 -28 -27 -26 -25 -24 -23 -22 -21 -20 -19 -18 -17 -16 -15 -14 -13 -12 -11 -10 -9 -8 -7 -6 -5 -4 -3 -2 -1 0 1 2 3 • Early starts continue beyond Sunday • Less burst +/- 1Day • Cyber Week trends extend Cyber Monday 2013 vs 2012 2012 vs 2011

96. Cyber Monday: Email Volume 0% 2% 4% 6% 8% 10% 12% 11 PM 10 PM 09 PM 08 PM 07 PM 06 PM 05 PM 04 PM 03 PM 02 PM 01 PM 12 PM 11 AM 10 AM 09 AM 08 AM 07 AM 06 AM 05 AM 04 AM 03 AM 02 AM 01 AM 12 AM 2011 2012 2013

101. Cyber Monday Email Volume: YoY Changes -0.5% -1.1% -0.3% -1.8% -1.7% +0.2% -0.8% +3.1% -2.6% -1.2% -0.4% +2.7% -1.7% +1.2% +0.6% -2.8% +1.6% -0.2% +3.2% +2.9% +0.7% -0.8% -0.1% -0.1% 4% 3% 2% 1% 0% -1% -2% -3% -4% 12AM 01AM 02AM 03AM 04AM 05AM 06AM 07AM 08AM 09AM 10AM 11AM 12PM 01PM 02PM 03PM 04PM 05PM 06PM 07PM 08PM 09PM 10PM 11PM

102. Cyber Monday Email Volume: YoY Changes -0.5% -1.1% -0.3% -1.8% -1.7% +0.2% -0.8% +3.1% -2.6% -1.2% -0.4% +2.7% -1.7% +1.2% +0.6% -2.8% +1.6% -0.2% +3.2% +2.9% +0.7% -0.8% -0.1% -0.1% 4% 3% 2% 1% 0% -1% -2% -3% -4% 12AM 01AM 02AM 03AM 04AM 05AM 06AM 07AM 08AM 09AM 10AM 11AM 12PM 01PM 02PM 03PM 04PM 05PM 06PM 07PM 08PM 09PM 10PM 11PM

103. Cyber Monday Peak Hours: 7am 7:01 am SL: “Last Day To Save Up To 30% Off Sitewide & Receive Free Shipping” 7:03 am SL: “Online exclusive! Monday only. Second helping of Holiday Coupons at Rooms To Go.”

106. Cyber Monday Peak Hours: 6-8pm

107. Cyber Monday: Emails Sent per Retailer 2 1.5 1 0.5 0 Thanksgiving Black Friday Cyber Monday 2011 2012 2013

108. Cyber Monday: Emails Sent per Retailer 71% 24% 4% 1% 0.0% 0.0% 62% 28% 8% 1% 0.4% 0.4% 48% 39% 10% 2% 1% 0.4% 1 2 3 4 5 6 2011 2012 2013

109. Cyber Monday: Emails Sent per Retailer 71% 24% 4% 1% 0.0% 0.0% 62% 28% 8% 1% 0.4% 0.4% 48% 39% 10% 2% 1% 0.4% 1 2 3 4 5 6 2011 2012 2013

110. A 5-Email Cyber Monday Sent From Subject 12:31 AM bebe 30% OFF ENTIRE SITE -‐ Shop Cyber Monday now! 08:03 AM bebe CYBER MONDAY: 30% off, free shipping & fab gic! 02:01 PM bebe TODAY: 30% off endre site + deeper discounts 07:01 PM bebe Tick, tock...FINAL HOURS for 30% off! 11:01 PM bebe LAST CHANCE! 30% off endre site + free shipping on ALL orders

111. A 5-Email Cyber Monday Sent From Subject 12:31 AM bebe 30% OFF ENTIRE SITE -‐ Shop Cyber Monday now! 08:03 AM bebe CYBER MONDAY: 30% off, free shipping & fab gic! 02:01 PM bebe TODAY: 30% off endre site + deeper discounts 07:01 PM bebe Tick, tock...FINAL HOURS for 30% off! 11:01 PM bebe LAST CHANCE! 30% off endre site + free shipping on ALL orders

112. What did we learn?

113. What did we learn? Thanksgiving Day

114. What did we learn? Thanksgiving Day Expect early November kick-‐off Prepare for overlapping themes An8cipate late day traffic spikes

115. What did we learn? Thanksgiving Day Black Friday Expect early November kick-‐off Prepare for overlapping themes An8cipate late day traffic spikes Don’t bury your message Ready your Black Friday narra8ve Cover your mobile bases

116. What did we learn? Thanksgiving Day Black Friday Cyber Monday Expect early November kick-‐off Prepare for overlapping themes An8cipate late day traffic spikes Don’t bury your message Ready your Black Friday narra8ve Cover your mobile bases Strategically remail Make a “Cyber Week” decision Prepare your post-‐Cyber Monday plan

117. § Speaking to mobile shoppers § Messaging multi-channel offers § Remailing dos and don’ts § Clever holiday themes § Total misses …and more! bronto.com/holidays 2013 Holiday Lookbooks

118. Questions? Holiday Hysteria: Plan For Perfection But Prepare For Pandemonium Jim Davidson Director of Research @JimSaidIt #HolidayCCS bronto.com/holidays

119. #HolidayCCS Q&A

120. #HolidayCCS Q & A Jim Davidson Director of Research, Bronto Software MODERATOR Alicia Fiorletta Senior Editor, Retail TouchPoints

121. Thank You For Joining Us #HolidayCCS The next session in this series… Holiday Retail Readiness: Preparing For Peak 12PM ET / 9AM PT ccs.retailtouchpoints.com/holiday-2014

Holiday Hysteria: Plan For Perfection But Prepare For Pandemonium

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