2019 Special Report – The Future Store

55% of Retailers Plan to Utilize the Internet of Things (IoT) within Three Years

According to BRP’s SPECIAL REPORT: The Future Store, stores must now encompass both the physical and digital worlds as customers expect a personalized experience in every channel.

Customers are willing to try new technologies if it improves their in-store shopping experience. According to the BRP Consumer Study, 32% of consumers are likely to shop at a store offering an augmented reality (AR) experience over a retailer that doesn’t offer AR and 29% would like a virtual reality (VR) experience as part of their shopping environment. Consumers are very interested in relying on technology instead of human interaction if it makes the purchase process quicker and easier. For example, 55% are more likely to shop at a store with self-checkout vs. a store without and 57% will choose a store offering automated returns to avoid human interactions and speed the process.

BRP’s SPECIAL REPORT: The Future Store is based on findings from the BRP Consumer Study and the 20th Annual POS/Customer Engagement Survey and offers insights into customer expectations for the store of the future and how retailers’ current capabilities match up with these expectations.

The Future Store key findings:


  • Retailer capabilities: 19% currently offer Internet of Things (IoT) capabilities and another 36% plan to within three years


  • Retailer capabilities: 23% currently utilize artificial intelligence and an additional 30% plan to within three years


  • Customer expectations: 32% are likely to shop at a store offering an augmented reality experience
  • Retailer capabilities: 9% offer augmented reality to their customers and another 29% plan to within three years


  • Customer expectations: 29% are likely to shop at a retailer offering virtual reality in their store
  • Retailer capabilities: 7% currently offer virtual reality capabilities to customers and 23% plan to add it within three years