The Challenge of Unified Commerce in Retail
In the retail sector, the gap between omnichannel ambition and execution remains one of the most complex problems to solve. Customers now navigate between physical stores, online shopping, social media, marketplaces, and new touchpoints, expecting consistent service, product availability, and quick responses. But for unified commerce to truly become operational, simply increasing the number of channels is not enough: a reliable, up-to-date, and shared database is essential.
It was on this premise that the morning of Wednesday, May 20, took shape under the pergola of the Don Lisander restaurant in Milan, where Nedap brought together a select group of retail and fashion executives for an executive roundtable and lunch titled “Driving unified commerce: from real-time inventory to results.” At the heart of this meeting was the Capri Group case study and a roundtable discussion moderated by journalist Camilla Antonioni.
The goal of this discussion was to delve deeper into the conditions necessary to transform inventory visibility into measurable results. No sales pitches, but rather a conversation among professionals who face the same challenges daily: inventory accuracy, fulfillment, product availability, inventory management, customer experience, and turning data into decisions. A format that Nedap plans to further develop in Italy, with new events dedicated to the evolution of retail and its operational challenges.
The Capri Group Case Study: Inventory as a Growth Lever
The morning began with the interview “Capri Group x Nedap: With Inventory Intelligence, Retail Looks to the Future,” led by Sjoerd Dijkstra, Nedap’s Sales Director for Italy, alongside Capri Group’s leadership: Operations Director Marco Buono and CEOs Salvatore and Francesco Colella. The group, which owns the Alcott and Gutteridge brands, shared the journey that enabled the company, supported by Nedap solutions, to transform its inventory management from an operational constraint into a true driver of efficiency and growth.
“We have about 250 stores for our two brands and are a 100% retail company, primarily operating in Italy,” explained Salvatore Colella, noting that the group’s organization has always been deeply retail-focused. “Today, we are in the process of streamlining our network and our retail locations, both in terms of size and location. Many shopping centers are no longer suitable, many city centers have changed, and we are optimizing our presence, just like many other retailers. "In this new retail landscape," added Colella, "the physical store does not lose its centrality but changes its function: 'Putting the customer at the center' means something very concrete to us."
The Capri Group case study then shifted the discussion to RFID technology. Francesco Colella noted that this project had long been on the company’s agenda but required the right partner and the right timing for large-scale deployment. “RFID is an idea we’ve had in mind for years,” he said. “Previously, to conduct an accurate in-store inventory—beyond the required investment in staff—the numbers never came out perfectly right. The introduction of RFID and a partner like Nedap allowed us to bring this idea to life in the best possible way, within a reasonable timeframe, and with a level of accuracy that truly surprised us.”
According to the Naples-based group, the benefits extend beyond inventory data to the entire sales model. “Our online store manages inventory from both central logistics and the stores,” the CEO continued. “The ratio is about 70-30: 70% comes from logistics, 30% from stores. Before implementing RFID, we often lost track of items in that 30% because, physically, they weren’t actually available. With RFID, we’ve seen a significant reduction in this issue.” This transition is all the more significant because it involves massive volumes: “All of this applies to 15 million garments,” emphasized Salvatore Colella. “Beyond the economic value, the true value lies in customer satisfaction. Previously, we experienced service failures: the inability to ship a package led to customer service complaints and many other issues.”
Rapid implementation and measurable results
Marco Buono detailed the operational aspect of the project by outlining the implementation process with Nedap. “In six months, we rolled out the solution for our first brand, Gutteridge: 80 stores and 2 million items,” he explained. “The key aspect was both technical and operational: the simplicity of the IT integration and the ability to use the software both at our headquarters and in-store. We also benefited from excellent support from the Nedap teams.”
The impact on inventory was immediate: “Having precise in-store inventory management allowed us, last year, to reduce inventory in our retail locations by 20%,” the director of operations explained. “This year, we’re on track to achieve an additional 15% reduction compared to last year. Before, we were always worried that the data might be inaccurate. Today, with the certainty of the figures, we can afford to reduce our stock levels. "Finally, the accessibility of the data also makes it possible to identify theft, fraud, and operational anomalies more quickly: "By taking inventory every week, we immediately detect if a store has a problem. We analyze the figures weekly and then at the end of the month, because a single week can be influenced by specific events, but by looking at the monthly trend, the problem becomes clear.”
Roundtable: The State of Retail and the Adoption of Unified Commerce
Following the interview, the morning continued with a roundtable discussion bringing together executives and professionals from leading companies in retail, fashion, technology, and omnichannel services. The discussion centered on four major themes: the state of Italian retail, the link between inventory accuracy and performance, the operational reality of unified commerce, and the transition from data to action.
The first point raised was the gap that remains between strategic vision and day-to-day operations. The physical store remains central, but must be integrated in a way that is consistent with e-commerce and other channels. In this context, inventory is no longer seen as a mere logistical function, but as a business driver. Inaccurate inventory leads to order cancellations, service disruptions, missed restocks, and a loss of trust; conversely, accurate data becomes the starting point for increasing sales, reducing inefficiencies, and supporting margins.
The discussion also highlighted the different applications of RFID across sectors. In fast fashion, the technology promotes speed, turnover, and volume control. In the luxury and premium sectors, however, it supports customer relationships and service quality without replacing the sales ritual. On the contrary, it allows store staff to quickly check sizes, colors, and availability in other stores or nearby warehouses, thereby streamlining the shopping experience.
Dynamic inventory was another key topic. The companies present emphasized that there is no one-size-fits-all frequency: some models require weekly counts, others monthly or at the end of the season, and still others a variable frequency based on anomalies. The common goal, however, remains to establish a reliable baseline and keep data up to date, as only accurate information enables the right decisions regarding restocking, merchandise transfers, allocation, and ship-from-store operations.
From Data to Action: Simplifying Complexity
Transforming data into decisions was one of the most discussed topics. An increased volume of information only creates value if it is quickly translated into actions for teams at headquarters and in-store. During discussions, the need for more integrated tools—capable of streamlining operational work rather than complicating it—emerged as a priority. The proliferation of siloed systems risks turning omnichannel into complexity, whereas the store must be able to remain focused on sales and service.
This is where Nedap comes in, a Dutch technology company that develops solutions aimed at improving operational efficiency, with a particular focus on inventory management and stock visibility throughout the supply chain. Its RFID solutions enable more accurate stock control, optimize inventory levels, prevent losses, and ensure greater business continuity in retail. Reducing the time spent on tasks such as counting items or receiving goods from the distribution center frees up resources, improves data accuracy, and allows in-store teams to focus more on sales and customer service.
AI and the Future of Retail: Technology as an Enabler
Looking ahead, participants identified artificial intelligence as a potential accelerator, but only if it is backed by reliable data. Without true visibility into the product, its location, and its availability, even the most advanced algorithms risk generating erroneous decisions. In this context, RFID was identified as an essential technological layer: not only for inventory management, but also for supply chain traceability, digital product passports, after-sales services, and more informed customer relationship management.
The morning concluded with an informal lunch, continuing the dialogue initiated during the session. The message emerging from these discussions is clear: brick-and-mortar retail is not destined to disappear, but it must evolve. To do so, it needs reliable data, consistent processes, and tools capable of transforming inventory visibility into measurable results. In other words, unified retail is not built on simply multiplying channels, but on the ability to integrate them into a single experience, governed by a shared source of truth.