"Innova Retail Award 2026/2027": Kiki Lab recognises innovative projects in the retail world

Kiki Lab (Promotica Group) has organised for next 21 October "Innova Retail Award 2026/2027", the event now in its ninth edition, which recognises the best national and international projects in retail at 360 degrees and promotes innovation as a stimulus for growth and the continuous improvement of the customer offering.

During the day, the winning projects in the 12 categories and the overall winner of the award will be presented and recognised.

Success stories in international retail

Fabrizio Valente, founder and managing director, and Daniele Cazzani, Strategy Partner at Kiki Lab, will present data, trends and the keys to success in international retail, with cases from Abu Dhabi, Amsterdam, Barcelona, Berlin, Lisbon, Paris, Tokyo and Toronto, a selection of more than 300 stores visited over the past year. The cases presented will highlight the sector’s main innovation drivers, including omnichannel retail, sustainability, engagement and easy journey, and customers as guests. On the latter topic, the main results of the first multi-client research conducted by Kiki Lab, dedicated to the quality of the welcome in stores, will also be shared.

Toronto: Indigo (omnichannel retail)

Canadian chain of bookshops that has evolved its concept by transforming its stores into lifestyle spaces, complementing books with homeware, games and gift items. The integration between physical and digital takes place through click & collect services and by leveraging social network trends, such as BookTok, with spaces dedicated to the most popular books on the platform.

Paris: Orange Le Store (sustainability)

Opened in 2025, it is a telecommunications concept focused on sustainability and the circular economy, dedicated to the purchase, repair, reuse and digital education, with areas for repairing, assessing, taking back used devices and recycling devices. 50% of the phones on display are refurbished, alongside eco-friendly accessories and low-consumption devices. Free workshops are also organised on the responsible use of technology, online safety and child protection.

Amsterdam: Spar University (engagement and easy journey)

Convenience format for universities with 15 stores in the Netherlands. The store visited offers a student-oriented range including fresh products, grab & go and a café. Purchasing is extremely quick: 97% of payments are digital and the recorded average visit duration is just 60 seconds. Engagement is developed through an app offering deals, games and points, and through the distribution of Welcome Boxes. The store also hosts student parties, thus becoming a gathering place.

The results of the first multi-client research (customers as guests)

The research, conducted by Kiki Lab, analysed the quality of the welcome in stores by observing specific situations involving interactions between customers and staff. The aim was to measure welcoming behaviours and identify differences between stores in order to pinpoint opportunities and paths for improvement. The results showed that welcoming customers is not yet a widespread practice, too often remaining dependent on individual attitudes. In particular, the 47% of customers observed in the aisle turned out to be “ghosts”, meaning that they received no sign of attention or recognition from the staff present. This significant finding highlights the continuing need to develop a culture of welcoming, an increasingly important driver in modern retail, where the human factor remains central.

The event will also be enhanced by speeches from top managers at Arcaplanet, Ap Commerciale (Sole 365) and Kiabi.

This article was translated from the original Italian version with the assistance of artificial intelligence. In case of discrepancies, please refer to the original Italian version.