WO2007054702A1

WO2007054702A1 - Retail management apparatus

Info

Publication number: WO2007054702A1
Application number: PCT/GB2006/004187
Authority: WO
Inventors: Paul Richard Johnson
Original assignee: Paul Richard Johnson
Priority date: 2005-11-09
Filing date: 2006-11-09
Publication date: 2007-05-18
Also published as: GB0522835D0

Abstract

Retail management apparatus comprising: a changing room user console, the console comprising a console display device and a console command entry unit; a data entry unit; and a controller, the data entry unit being configured to allow article identification data corresponding to an article to be input to the apparatus, and to display on the console display device article description data corresponding to the article identification data, the console being configured to allow a user to select a further required article, the controller being configured to transmit an article request to a remote computing device, the request including data corresponding to a location of the console thereby to enable the requested article to be delivered to the console.

Description

RETAIL MANAGEMENT APPARATUS

FIELD OF THE INVENTION

The present invention relates to apparatus for use in a retail environment. In particular, but not exclusively, the invention relates to retail apparatus for use in a changing room environment of a retail outlet.

BACKGROUND OF THE INVENTION

Clothing retail outlets are generally arranged in the form of clothing display areas 4 in combination with a changing room area (CRA) 5 as shown schematically in Figure 1.

Traditionally, outlet staff include changing room staff (CRS) who monitor the number of items each shopper takes into the CRA. Many retail outlets have established a limit to the number of items a shopper is permitted to take into the CRA. A key fob correpsnding to the number of items being taken into the CRA by a shopper is given to the shopper as they enter the CRA. The item limit is established primarily for security reasons, however it can be frustrating for shoppers who wish to try on a greater number of clothing items.

The problem exists that, a shopper may decide, whilst in the CRA, that one or more items they are trying on are not suitable. They may wish to try an alternative size of a particular item, or an entirely different item. In order to obtain the desired item, the shopper may be forced into one of the following inconvenient situations: (i) seek assistance from the CRS or a shopping partner; or (ii) put on their clothes and return to the shop floor themselves in order to try and source appropriate items. These situations have the potential to compromise a shopper's privacy but, more importantly, discourage a shopper from making purchases from that retailer.

If the shopper leaves the CRA and returns to the display areas 4 to source alternative sizes/items they may be discouraged from selecting new items, particularly if there is heavy demand for the CRA at that time. There is therefore a risk that the retail outlet will lose potential sales.

Alternatively, if the shopper seeks to attract the attention of the CRS, they may be unsuccessful during busy periods. Furthermore, CRS are typically required to remain at the CRA for security reasons, and their attention is needed in order to serve incoming shoppers requiring use of the CRA.

A further alternative available to the shopper is to try and attract the attention of a passing Sales Assistant (SA). However, in some stores it is uncommon for SA's to be in the CRA. Furthermore, selection of an appropriate SA most able to deal with the request may take even longer. A further delay will occur once a suitable SA is selected, since they must then acquire the required item. They may need to seek assistance themselves in order to accomplish this task, for example if they are not familiar with a particular area of the store. These factors contribute to a reduction in the likelihood of a shopper making a purchase.

Whilst in the CRA the shopper may decide they wish to purchase one or more items. However, the prospect of having to wait in a queue at a paydesk can often influence their buying decision. Retailers are aware of the need to reduce queue length but reluctant to employ more staff and are ever vigilant in keeping staffing costs down. Furthermore, shoppers often feel uncomfortable and slightly vulnerable when entering a pin number at a retailers pay desk.

When shoppers are accompanied by friends or relatives they can often be dissuaded from buying an item due to the presence of their friend or relative, for example due to embarrassment. However, shoppers often seek advice on clothing choices and suitability, desiring a personal element to their shopping experience. The present inventor has recognised that an element of privacy in the shopping experience would be highly beneficial to the shopper and retailer alike.

SA's on the shopfloor are frequently asked by browsing shoppers if a particular item is available in an alternative size, or colour etc. Similarly, SA's are also often asked whether they stock certain items, and where these or similar items can be found. If the SA does not know the answer to a request, an alternative SA must be asked, or a search made of a storage area of the outlet. Often a shopper is left waiting whilst the SA makes investigation; there is a risk that the shopper will wander away from the area and lose contact with the SA, thus resulting in a lost sale. Alternatively the shopper may lose interest and leave the store. With an abundance of retailers and intense competition between them, retailers are continually looking at methods to present more of their items to the shopper before the shopper exits to a rival store. In order for retailers to understand their customers better and thereby supply them with what they want in order to increase revenue, retailers are constantly looking for ways for them to extract vital customer data.

Furthermore, retailers also look for ways to encourage shoppers to open storecards, to further boost their revenue from the associated interest repayments.

Occasionally shoppers visit a retailer and wish to wear the clothes they have just purchased. The current situation makes this difficult and impractical, since a shopper is required to present the clothes they wish to purchase to personnel at a paydesk, before they take ownership of the clothing.

STATEMENT OF THE INVENTION

In a first aspect of the present invention there is provided retail management apparatus comprising: a changing room user console, the console comprising a console display device and a console command entry unit; a data entry unit; and a controller, the data entry unit being configured to allow article identification data corresponding to an article to be input to the apparatus, and to display on the console display device article description data corresponding to the article identification data, the console being configured to allow a user to select a further required article, the controller being configured to transmit an article request to a remote computing device, the request including data corresponding to a location of the console thereby to enable the requested article to be delivered to the console.

This feature has the advantage that a shopper in the changing room is not required to leave the changing room environment in order to obtain a required article. This reduces inconvenience associated with shopping for clothes, increasing the likelihood that the shopper will obtain a garment suited to their requirements.

Preferably, the apparatus further comprises said remote computing device (RCD), the apparatus being configured to communicate a message input to the RCD to the console. This feature has the advantage that a sales assistant can communicate with the shopper in order to facilitate obtaining a suitable article.

Preferably the apparatus is further configured to transmit a further message input to the user console by the user to the RCD.

This feature has the advantage that the shopper can communicate directly with the sales assistant.

Preferably a message comprises at least one selected from amongst a text message and an audio voice message.

Preferably the RCD further comprises a camera unit.

Preferably the apparatus is arranged to transmit at least one selected from amongst a video clip and a still picture from the RCD to the user console.

The user console may further comprise a camera unit.

The apparatus may be arranged to transmit at least one selected from amongst a video clip and a still picture from the user console to at least one selected from amongst an RCD, an email account, a mobile telephone and a store account.

Preferably, the RCD is a portable device.

The RCD may comprise a tracking device.

Preferably the apparatus is arranged to transmit an article request to an RCD that is determined to be the closest available RCD to the required article

The RCD may be arranged to display a location of a requested article.

The RCD may be provided with a diverter, the diverter being operable between an activated condition and a deactivated condition, in the activated condition the diverter being arranged to transmit a busy signal to the controller. Preferably the RCD is arranged to transmit the busy signal upon receipt of a service request by the controller.

The RCD may be arranged to communicate with a further RCD.

The apparatus may further comprise a printer arranged to print data viewed by a user on the console display device.

The apparatus may further comprise a tag reader.

The tag reader may comprise at least one selected from amongst a barcode reader and an RFID reader.

The apparatus may further comprise means for deactivating a security tag.

Preferably the apparatus comprises a control console.

The control console may be configured to assign a user to a selected one of a plurality of user consoles.

The control console may comprise a data entry device, the control console being configured to transmit article identification data to the selected console.

Preferably the control console is configured to display data corresponding to the article identification data associated with a console on an auxilliary data display device.

The auxiliary data display device may be located at a location associated with a changing room with which the selected user console is associated.

The apparatus may further comprise payment apparatus.

Preferably the payment apparatus is associated with each user console.

More preferably, each user console comprises payment apparatus. In a second aspect of the invention there is provided a method comprising the steps of: providing retail management apparatus comprising a console configured to receive identification data corresponding to a required article from a user; receiving identification data corresponding to a required article input to the apparatus via the console at a first location; transmitting article request data to a remote computing device (RCD), the article request comprising data corresponding to an identity of the required article and data corresponding to the first location; displaying on a display of the RCD the data corresponding to the identity of the required article, and data corresponding to the first location; and delivering the required article to the console.

DESCRIPTION OF THE FIGURES

Embodiments of the invention will now be described by way of example with reference to the accompanying drawings in which:

FIGURE 1 is a plan view of a retail establishment having retail management apparatus according to an embodiment of the invention;

FIGURE 2 is a schematic diagram of a user console according to an embodiment of the invention;

FIGURE 3 is a schematic diagram of a user console according to an embodiment of the invention;

FIGURE 4 is a a schematic diagram of a personnel console according to an embodiment of the invention;

FIGURE 5 a schematic diagram of a personnel console headset according to an embodiment of the invention;

FIGURE 6 is a plan view of a changing room area according to an embodiment of the invention; and

FIGURE 7 is a perspective view of a store display split into zones according to an embodiment of the invention. SPECIFIC DESCRIPTION

Figure 1 shows a plan view of a retail environment in a retail store 1 in accordance with a first embodiment of the invention. The retail environment has an entrance area 2 and a shopfloor 3. Garment display rails and/or racks 4 are provided to present items to a shopper on the shopfloor 3.

Once a shopper has chosen one or more articles that they wish to try on, the shopper proceeds to a changing room area (CRA) 5. The CRA typically comprises a series of individual changing rooms (CRs) 8. On arrival at the CRA 5 the shopper presents an article to a changing room attendant (CRa) 6 who then inputs an identification code corresponding to the article into a control console 7. The control console 7 is provided with a data entry device in the form of a barcode reader. The barcode reader is used to read a barcode attached to each item.

In some embodiments an RFID reader is provided to read an RFID tag attached to the article. It will be appreciated that any suitable reader may be associated with the data entry device.

A controller associated with the retail management apparatus has a database which stores data associated with each article for sale in the store 1. Data corresponding to an article is stored in association with the identification code associated with the article. In embodiments of the invention the data corresponding to an article includes the size, style, colour, fabric, price and designer/manufacturer of the article. Images associated with an article may also be stored in the database. The database may be located in the store 1 , or at a remote location accessed by internet link or other suitable link.

The shopper is then assigned to one of the plurality of CRs 8 in the CRA 5. According to the present embodiment, the control console 7 provides a display of an assigned CR 8, the assigned CR 8 being determined by the apparatus. The control console 7 is also configured to provide an indication on a display of the control console 7 as to which CRs are unoccupied.

In alternative embodiments, the control console 7 is configured to allow the CRa 6 to make a manual selection of the changing room to be assigned to a shopper. The CRa 6 is requested to input to the control console 7 an identifier associated with the selected CR.

To further enhance security, the CRa 6 may choose to give the shopper a keyfob corresponding to the number of their appointed CR 8. This keyfob is handed back to the CRa 6 on exiting the CRA 5. The keyfob would benefit security and assist the CRa 6 in establishing/confirming which CR 8 each shopper used, and which articles a shopper had taken into the CR 8. This feature enables more effective security monitoring of the CRA 5.

On arrival in the CR 8 the shopper is greeted by a user-console 9 as shown in figure 2 and figure 3. A user-console 9 is installed at a desired height and location inside every individual CR 8. A user-console 9 has a screen 16, a keypad 17, a numberpad 18, a card entry terminal 22, and a receipt terminal 23. In the present embodiment of the invention the user-console 9 also has a security tag removal device 25, a barcode scanner 26, a video/still picture camera 19 as well as a microphone 20 and audio speaker 21. A biometric identification terminal 24 is also provided.

It will be appreciated that in some embodiments of the invention, in order to reduce cost and complexity the biometric identification terminal 24 is not provided; similarly, in some embodiments of the invention, at least one of the security tag removal device 25, the barcode scanner 26, the video/still picture camera 19 the microphone 20 and the audio speaker 21 are not provided.

Having tried on an article, the shopper may decide they would prefer to try on another article, such as an article of the same type but of a different size. At this stage, the shopper may use the user-console 9 in their CR 8 to access data regarding articles sold by that retailer. This information could include sizes, styles, colours, material composition, price, availability etc relating to these articles.

In the present embodiment of the invention the range of articles about which data is accessible to the shopper from the user console 9 is controlled by the control console 7. For example, a shopper may be given full access to stock information regarding all items in the database. Alternatively, during busy shopping periods, access to the database may be limited to articles similar to those taken into the CRA 5. Optionally, access may be entirely prevented at particularly busy periods. Stock information is stored on a server 12 and is accessed by the user console when required by a user. In alternative embodiments, stock information is stored in each user console and is updated from the server 12 either as soon as a user requests the data from the console, or at regular intervals. As items are sold or as stock comes into the store the stock information may be automatically updated.

It will be appreciated that, when the service is available, the shopper is able to determine whether or not an item is in stock at the store in which the shopper is located. In some embodiments of the invention the shopper is also able to determine whether items are in stock at other (local and non-local) same-owned stores. The apparatus is configured to allow a user to request delivery of an item in any store to an address determined by the user, including the store in which the user is located.

The shopper is able to search through the shop's clothing range by use of a keypad 17 as shown in figure 2. In a preferred embodiment, a touch screen keypad 17 is provided as shown in Figure 3. A touch screen keypad allows greater flexibility in user input functionality. For example, a user may use their finger to touch an image of a desired item on the screen, rather than having to read text. This feature is particularly advantageous for persons not able to speak a language in which data is displayed. It will be appreciated that the option to view data in a range of languages may be provided.

According to the present embodiment the data accessed by customers on the user- console 9 is held on a database accessed by the apparatus. In some embodiments the database corresponds to an online database interfaced to the retailer's 'live' web site. The retailer's website may be adapted for use with the user-console 9.

The user-console display screen may also be used for promotional/advertisement use, for example during a period of inactivity, the advertisement acting as a 'screen saver'. It could promote offers from that store or possibly other companies. It could also be used to provide other forms of visual entertainment. Furthermore it could be used in conjunction with music played through the user-console 9 or elsewhere for the CR 8 environment. The user-console 9 could give the shopper the option to choose and play a wide range of music emitted through the user-console speaker 20 or elsewhere in the CR 8 environment to make a more pleasant, appealing and relaxing shopping experience. As a further possibility an activity screen 10 could be situated outside each CR 8 detailing information such as the items that were taken into that CR 8, any items that have been removed, and items that have been bought. Further information such as the length of time the shopper has been in the CR 8 may also be provided.

In alternative embodiments, a more basic activity screen 10 is provided, displaying the number of items currently in that CR 8. This activity screen 10 could be linked to the control-console 7 and the user console 9. As changes are made to the control-console 7 the activity screen 10 and user-console 9 are instantly updated.

From the control console 9 (and the activity screen 10), the CRa 6 or other member of staff are able to view the status of each user-console 9. For instance they can determine whether or not a user in a particular CR 8 is about to purchase one or more items, or whether they are just browsing through items on the system. This 'status viewing' function is useful since a CRa 6 may wish to interrupt and perhaps disable (or add certain information) depending on demand for use of the CRA 5. Furthermore, by being able to see (on the activity screen or control console) the status and articles the shopper is trying on, the SA 14 could potentially interrupt to suggest and give advice on other items they think the shopper would like. This would enable the retailer to present more products to them in the event of the shopper not wanting to interact via the various methods using the user-console 9.

If a shopper determines that a particular article is in stock at that particular store that they would like to try on, they are instructed to select the item, confirm their request, and await delivery to their CR 8. The request is sent from the user-console 9 to the control console 7.

The user console 9 is linked wirelessly to the control console 7, which is in turn linked wirelessly to the server 12. The wireless link may be any suitable link type such as wi-fi, bluetooth or third generation technology. In alternative embodiments one or more of these links are provided by wires.

The apparatus then transmits the request to a mobile handset 15 carried by a sales assistant (SA) 14. The handset 15 provides a message alert to the SA in the form of an audible, visual and/or vibrational alert, depending upon the SA's preference. Other store staff such as CRa 6 and storeroom staff could also be equipped with handsets 15.

Once the control console 7 has received the message from the CR 8, the apparatus directs the message to the handset 15 of a relevant SA 14.

Each SA 14 is assigned a particular handset 15, and the determination of a relevant SA 14 is made based on a zone to which an SA 14 has been assigned.

The apparatus is configured to divide the shopfloor 3 into a plurality of 'zones' 42, labelled A to I in Figure 6. Each SA 14 is assigned to one or more of these zones 42. The size of each 'zone' is determined by the retailer. Different themed or set areas, for example, could each be classified as separate zones such as Africa, Gipsy, Denim or Shoe zones. If the zone to which a particular SA 14 is assigned changes (eg for a different shift or time of day), the apparatus is adjusted accordingly (manually or automatically).

In alternative embodiments, particular handsets 15 are assigned to certain zones regardless of the identity of the SA 14 working in that zone. Store management personnel are able to determine from the apparatus which zones are most or least busy. This feature enables them to assign staff between zones in a more efficient manner.

In some embodiments, each handset 15 has a tracking device incorporated therein. The tracking device enables the apparatus to determine the location of each handset 15 on the shopfloor 3 at the time a request for an article is made by a shopper. Based on the location of each handset 15 the apparatus determines the nearest handset 15 to the location of the article required, and thus directs the message to that particular handset 15.

It will be understood that the location of each article available on the shopfloor 3 must be programmed into the apparatus in order for the apparatus to be able to determine a relevant handset 15 to which the request should be transmitted.

When a customer makes a request for an item, if it is not available on the shopfloor 3 but in the stockroom, the message is sent to the stockroom where it may be received by stockroom staff. In embodiments of the invention stockroom staff also hold handsets 15 similar to those held by SAs 14. Thus stockroom staff assist in facilitating delivery of a requested article to the CRA 5.

If when a handset 15 receives a request for an article, the SA 14 is too busy or unavailable to respond, the request can be rejected by the SA 14 by giving an appropriate command to the handset 15, or rejected automatically if the SA 14 does not respond within a given time period. Upon rejection of the message, the apparatus calculates an alternative handset 15 to which the message is to be sent. The alternative handset 15 may be a next-closest handset 15 to the requested article.

When a handset 15 receives a request, the request article is provided in pictorial form together with details including the size of the article requested, colour, location, and any other required information.

The apparatus may also be configured to display suggested recommendations as to articles that may be used to complement the requested article, and suggested alternative articles. Articles associated with the requested article that were popular with other shoppers can be displayed upon request by the SA 14. Thus, an indication of articles bought by other shoppers in combination with the requested article may be displayed.

The SA 14 is thus enabled to located the requested article and deliver it to the shopper in the CRA 5.

When the SA 14 brings the article to the CR 8 occupied by the shopper, the SA 14 places the article in an exchange compartment 45 that is accessible by the shopper within the CR 8, as shown in Figure 7. A rail 46 and shelves 47 are provided in the compartment 45.

The compartment 45 has an external door 44 that is only openable by a member of staff of the store from the outside of the CR 8. Once the SA 14 has closed the external door, the shopper accesses the article via an internal door accessible from inside the CR 8.

An alert device 48 is provided to inform the shopper and SA 14 when it is safe for the external door 44 or internal door to be opened. Thus, a shopper's privacy is not compromised by delivery of articles to the CR 8. In some embodiments the handset 15 is operable to send a message to the user console 7 informing the shopper that one or more requested articles are ready for them in the compartment 45. A voice message may be transmitted by means of the microphone associated with the handset 15, or a text or video message transmitted.

In some embodiments, a mechanism is provided whereby simultaneous access to the compartment 45 is not possible from inside and outside the compartment 45. For example, a swivel door may be provided, similar to those providing access to light sensitive rooms such as photographic laboratories.

When a SA 14 delivers an article to the CRA 5, identification data corresponding to the article is entered into the apparatus prior to delivery of the article to the CR 8 either via the control console 9 or the handset 15. The apparatus is updated as items are delivered to the CR 8, and as articles are removed from the CR 8.

In a further embodiment, the alert device 48 is incorporated onto the activity screen 10 and controlled by the user-console 9 and the handset 15.

When the SA 14 receives a message from a shopper in a CR 8 they may wish to send a message back to the shopper. Shoppers and SAs 14 may interact in real-time with one another using the apparatus.

Messages sent by SAs 14 could be in the form of a simple message such as "Item found, on its way" or "Sorry, temporarily out of stock". These and other commonly used messages are pre-installed on the handset 15 and sent by simply pressing one button.

If an SA 14 wishes to send a different non-standard message, this may be typed into the handset 15 via a touch screen 27.

Messages between shoppers in the CR (8) and SAs 14 may be in the form of Instant Messaging (IM), clearly detailing each message between the SA 14 and shopper. Accompanying relevant information such as previous messages and the time at which a message was enables the SA 14 to prioritise requests if liasing with more than one shopper. Voice communication capability is incorporated into the user-console 9 and the handset 15, offering an alternative method of real-time communication. A microphone 21 and speaker 20 on the user-console 9 enable the shopper to send voice messages to a handset 15. Similarly, a microphone 21 and speaker 20 of the handset 15 enable the SA 14 to send voice messages to the shopper. In some embodiments of the invention, a speaker and microphone are also associated with the control-console 7.

Voice messages may be transmitted in real time, in a 'walkie-talkie' manner. In a preferred embodiment of the present invention a headset 36 is provided with each handset 15 (figure 5). SAs 14 often require the free use of their arms to carry out their duties and a headset 36 enables them to continue working with less hindrance.

The headset 36 comprises an earphone 37 for insertion into an ear, a rechargeable battery, a microphone 39 and a mouthpiece connector 38. A removable mouthpiece 40 can be attached to the headset 36 by the mouthpiece connector 38.

The removable mouthpiece 40 reduces interference from ambient noise and provides better voice clarity. Furthermore, the risk of shoppers in the vicinity of the SA 14 becoming confused as to whom the SA 14 is speaking is reduced.

In a further embodiment a light 41 is affixed to the mouthpiece 40 to indicate when a SA 14 is communicating with a shopper or is busy.

The headset 36 is connected to the handset 15 using wireless technology such as a bluetooth link. In alternative embodiments the headset 36 is connected via a wire.

If one SA 14 needs to communicate with another SA 14, communication may be made between handsets 15. In the present embodiment this is achieved by the use of a wireless link via the control console 7. In some embodiments, a direct radio frequency link between handsets 15 is provided in a 'walkie-talkie' arrangement. In alternative embodiments communication is made via a further control hub.

The handsets 15 and user-consoles 9 enable SAs 14 to continue communicating with shoppers whilst using other functions of the handsets 15, and whilst the shopper continues using the user-console 9. For instance, shoppers could communicate with SAs 14 whilst interacting with the user-console screen 16. Apparatus according to the preferred embodiment of the invention is provided with a camera 19 as part of the user-console 9, and two cameras 33, 35 as part of the handset 15. The cameras are capable of taking still photos as well as live video for storage and/or real time transmission.

The camera 19 on the user-console 9 has a shutter mechanism, which is only opened if the shopper wishes to use the camera function. In some embodiments of the invention the shutter mechanism is in the form of a door that is opened automatically or manually. The camera 19 may be used for a wide range of purposes.

For example, the camera 19 may be used by a shopper to show the SA 14 what certain items look like on a shopper in the CR 8, and thus receive advice and/or recommendations from the SA 14. The SA 14 would be able to view, in real time, the shopper in the CR 8 via a live video link using wireless technology such as wi-Fi or Third Generation Technology.

The shopper is able to view an image of themselves on the screen 16 and alter the camera 19 until they are comfortable with it; alternatively the shopper may allow the SA 14 to control the camera 19 via their handset 15.

In the preferred embodiment, two cameras 33, 35 are incorporated into the handset 15. This enables the shopper in the CR 8 to see the SA 14. If the SA 14 wishes to show the shopper an article of interest, an image of the article can be provided to the shopper.

A further possible use is in directing an SA 14 to the location where a required item was seen by the shopper on the shopfloor 3.

Additional uses of the camera 19 on the user-console 9 include sending of pictures to friends, family, etc, for example to an email address or a mobile phone.

Pictures of favourite items held in the database or worn by the shopper can be added to a 'wish list' in an electronic store account held by the shopper.

From the user-console camera 19, recorded or live images/footage can be transmitted to external parties at locations away from the store. For example, they may be sent to a website, an email address, a mobile phone etc. In addition to a video link up, the shopper in the CR 8 can interact with external parties using the voice communication and instant messaging capabilities of the user-console 9. The shopper can thereby receive recommendations and advice from external sources instead of or in addition to internal sources. (External sources may or may not include those directly employed by that particular retailer).

External sources could also have appropriate camera equipment so if necessary the shopper in the CR 8 could view the external party they may be interacting with, on the user-console screen 16.

Camera 19 may serve as a deterrent against vandalism and theft of articles. In some embodiments, the camera 19 is activated once a shopper enters the CR 8 or chooses to use payment apparatus on the console 9. Thus, an image of the shopper is recorded for security purposes.

In a further embodiment, the user-console 9 is linked to a printer allowing users to print a hardcopy of an image of one or more items from the retailer's database or images of themselves in a particular article. This may be kept by the shopper and serve as a physical reminder.

Text messaging, voice communication and video capabilities of the user console 9 can each be used separately from one another with the shopper choosing the preferred method of communication or a combination of methods.

Handset 15 includes a number of further features. The main feature is a touch-screen interface 28. The touch-screen is used to input information/messages to send to the shopper in the CR 8 as well as to display data relating to requested articles.

To input data to the handset 15, a representation of an alphanumeric keypad may be displayed on the touch-screen. Separate buttons 31 are also situated around the screen for commonly used purposes.

A camera 33 is provided on the front of the handset, and a similar camera 35 is provided on the rear of the device. Camera 35 may be used in a similar manner to the front camera 33 but is generally used for taking pictures/video clips of mannequins or articles of interest to the SA or shopper. SAs 14 can use the camera to take pictures of articles to save to the handset 15 for later reference.

Furthermore, browsing shoppers related to a shopper in a CR 8 may use a handset 15 to view and communicate with the shopper in the CR 8. For example, shoppers may provide comments, check progress etc, provided initial permission is given from the user console 7. This would lessen the need for shoppers to exit the CR 8 unnecessarily in order to communicate with a fellow shopper, thus limiting clutter around the CRA 5, and benefiting security.

Although a camera could be mounted on a front and back of the handset 15 as described above, some embodiments of the invention have one camera mounted on the side of the handset so that it can be swivelled through 180° for image taking to the front or rear of the handset 15.

The handset 15 is configured to be held/affixed to relevant members of staff at all times. In some embodiments, the handset 15 is affixed to members of staff via a clip, sash or other attaching device. This provides simple and convenient access and also assists browsing shoppers on the shopfloor 3 distinguish between SAs 14 and shoppers.

In the preferred embodiment, a barcode scanner 32 is also incorporated into handset 15. Such a scanner provides a number of functions.

One function is to enable staff to scan articles on the shopfloor 3 or storeroom to check if an article corresponds to a requested article. Furthermore, if a CRa 6 is not available at the CRA 5, a SA 14 is able to scan articles for a shopper, enabling them to use the CRA 5 facilities.

As articles are scanned by the handset 15 in the CRA 5, their identity is communicated to the control console 7 which stores this information, together with an identity of a CR 8 to which the shopper has been assigned, in the normal manner.

Furthermore, when the SA delivers articles to a CR 8, or removes them from a CR8, the SA can scan the articles using the barcode scanner 32, the information being sent to the control console 7 in a wireless manner. The control console 7 automatically updates the activity screen 10 on the outside of the corresponding CR 8 if in place. Alternatively the activity screen 10 is updated directly by the handset 15 in a wireless manner.

It is proposed that each handset 15 has relevant information uploaded onto it from the database. According to the preferred embodiment, updating of the handset may be achieved wirelessly or by connecting handsets 15 to the server via a docking station.

The data that may be uploaded onto and accessible from a handset 15 includes information such as stock levels in that store, nearby and further afield same-owned stores; sizes available; colours available; styles available; designs available; material composition; similar items; prices including any discounts; location of items etc as well as suggested recommendations as to what could be used as an alternative or to complement certain items, in addition to a list of items that were popular with other shoppers.

Also suggested additional articles may be listed that were purchased by shoppers who bought a particular article that is of interest to the shopper, such as the requested article. Furthermore, data including images of how certain items might be worn, and suggested combinations of articles, could be viewed on screen 28.

This data can also be transmitted to the shopper in the CR 8 or shown to shoppers on the shopfloor 3.

In addition to upcoming stock information, details of previously held stock may be contained in the database. Certain items no longer stocked at a particular store but still available at another same-owned store may be reserved and delivery of the article arranged, either to the store of the customer's choice or to an address of their choice.

All information contained in the database is made available on the user-console 9 without the need for interaction with a SA (and their handset 15).

However, it would be up to the retailer to decide the level of access to the database that is made available to the user-console 9 or the handset 15.

SAs 14 may be encouraged by retailers to personalise their handsets (15) with their own additional data (e.g. photos etc) helping SAs 14 to become more pro-active in their roles and sending recommendations to customers on items and thus raising sales.

Furthermore, other useful data such as sale dates, new product launches, new season collection arrival dates, previews of upcoming stock, opening times etc could be updated onto the database and subsequently the user-console 9, control console 7 and handset 15. This presents a further benefit to SAs 14 having a handset 15, in enabling them to provide instant information to not only shoppers in the CR 8 but also shoppers on the shopfloor 3.

If for instance, a certain coloured item was now sold out, the database could detail when that item or similar item (e.g. same style and cut but different colour) would be due in that store.

Indeed all the data contained in a handset 15 would be relevant and useful for assisting shoppers on the shopfloor 3 leading to better efficiency and improved shopper satisfaction. For instance, a shopper may wish to know if there is a certain size of a particular item, or where a particular item may be located. They may wish to now if another same-owned local store has that item, and may become quickly uninterested and walk away if the SA 14 has to walk to the store room or consult other SAs.

According to the preferred embodiment of the invention the user-console 9 incorporates a method of facilitating payments. If a shopper in the CR 8 wishes to purchase an article, the purchase can be made via the user-console 9.

Inbuilt into the module is a tamperproof card terminal 22. The terminal is configured to accept a range of payment methods including credit cards and debit cards. In some embodiments of the invention the terminal 22 is configured to accept contactless cards, loyalty cards, gift cards, voucher cards, top up cards and ID cards.

In some embodiments of the invention, a biometric (e.g. fingerprint, thumbprint, hand, retina, iris etc) identification device 24 is incorporated into the user-console 9. This provides an alternative or additional form of identity verification.

Furthermore, biometric identification technology may enable shoppers to sign into their account more quickly and conveniently, instead of being required to enter their username and password, items which are often forgotten.

This would involve shoppers simply pre-inputting their information and associating their biometric data with the account either at the user-console 9 or elsewhere in the store. Shoppers could also associate their store card and credit card information with their account, eliminating the need to carry these items with them when shopping.

Once payment has been authorised, the shopper would typically withdraw their card from the terminal 22 and a receipt of purchase and a receipt of credit card transaction would be dispensed from the receipt dispenser 23. Alternatively a separate credit card receipt dispenser and separate receipt of purchase dispenser could be incorporated onto the user-console 9.

In a further embodiment of the invention, following payment authorisation a security tag deactivation device 25 is activated. The device 25 allows the shopper to remove or deactivate any security tags attached to an article.

In some embodiments, the shopper is given the option to have the tag deactivated or removed by a member of store staff upon exiting the CR 8. In some embodiments, tags can only be removed or deactivated in the presence of store staff.

The deactivation device can only deactivate or remove tags corresponding to articles that have been purchased by the shopper.

The shopper would also be given the option, on screen, to have their purchased articles packaged by store staff. Store bags are available in the CR 8 to assist a shopper who elects to package articles themselves. In some embodiments of the invention this is facilitated via a plurality of drawers each containing bags of respective sizes. When payment is complete a draw is opened, depending on the size of the article to be packaged (deteremined with reference to data stored by the apparatus, eg predetermined size categories such as sizes A, B, C or D).

In alternative embodiments, a dispensing device is attached through the handle of the bags, releasing a bag when prompted.

All the components described for the user-console 9 could be located as separate apparatus from the user console but still be used in the vicinity of the CR 8. For example in embodiments of the invention the tag removal device 25 is a completely separate unit, for example situated below the user-console 9 for customer ease of use.

Typically, once the shopper has finished using the CR 8, they would unavoidably walk out of the CRA 5 past the CRa 6. They would then present any unwanted items to the expectant CRa 6 along with the CR number keyfob, if given. The CRa 6, or other member of staff, will then be able to quickly view, using the control-console 7, the articles taken into the CR 8 as well as any articles that have been bought by the shopper. A security check of articles in the shopper's possession is therefore facilitated in an efficient manner.

In some embodiments of the invention the user-console 9 also has other 'in-built' features. An example of this is the ability for shoppers to access a personal electronic account. An 'account' may be offered to storecard holders or non-storecard holders. Non-storecard holders have access to an account similar to the storecard holder's account except that no credit facility is available unless the shopper opens a 'credit account'. Shoppers without an account are able to open a standard account or a credit account on the user-console 9.

Shoppers are able to access/open/alter an 'account' held by the retailer via appropriate login identification. This may be via a typed entry format such as the entering of a username and/or password and/or security questions, or alternatively via the use of biometric identification (e.g. fingerprint) as previously described.

From this account, shoppers are able to perform a number of functions. For example, shoppers can store certain items of data corresponding to desirable articles in a 'wish list' for purchase on future visits.

The list may be in typographical or pictorial form, with an image of the corresponding articles either from the store database, or a picture/video clip taken by the user using the user-console camera facility 19.

The shopper can send a text message (SMS) or picture/video message, email or 'message to another account' indicating to someone their desire for certain articles. Similarly, parts of this information may be sent to the shopper's own email or mobile phone. The shopper is thereby provided with a handy and convenient record of articles they liked, and knowledge of which retailer that item is sold by. This information may then be viewed when desired, such as on a mobile phone when in another shop, or when trying to remember the retailer that sold certain articles. Furthermore, once this information is in the shopper's mobile phone or email account, the shopper can send it to another person at a later date.

In some embodiments of the invention, shoppers can also credit one another's accounts via debiting of their own account of through debiting their own credit/debit card. The shopper who has received a credit in this manner may be alerted via text message, picture/video message, email, card or message direct from the giving account.

In some embodiments of the invention, shoppers have the facility to view and interact with their 'account' when away from the store, via the internet. They can also make purchases online and have items delivered to their address (or a store) using their account.

Furthermore, by accessing their account details from the user-console 9 and/or from the internet, shoppers are able to view their full account details including transaction history, previously saved information, details of sales and promotions, special offers, events etc. This information is also useful for the retailer to tailor and present relevant information specifically for each shopper, on the basis of articles they have purchased/added to a 'wish list', and data they have previously provided to the store.

The shoppers 'account' may be made accessible at any stores owned by the same retailer. A single account, usable at a multitude of co-operating, separately owned, stores is also envisaged. Such an account has the advantage of eliminating a requirement for the shopper to retain a plurality of login details for different store accounts.

Retailers may allow shoppers to reserve items in a store for a specified time period using retail management apparatus according to the preferred embodiment of the invention. Reservations may be made either from the user-console 9 or via an internet link from a remote location. For example, items a shopper is unsure about, or items that are not currently in stock, may be reserved. Similarly, reservations of new stock or discontinued stock held away from the store such as at a warehouse or another same-owned store, may be made.

Shoppers could potentially try items on in-store, reserve them and then purchase them when away from the store via the use of their internet-accessible account. Furthermore, items could be purchased via a shopper's mobile phone.

Furthermore, browsing shoppers on the shopfloor 3 could, if necessary, access their account details on an SA's handset 15. A shopper would again be required to input login details via a keypad and/or the biometric identification terminal 34 on the handset 15.

Payment for articles may also be made from an electronic account at a paydesk, providing the customer showed their store card and/or appropriate identification (such as Driving License or Biometric ID) and possibly answered security questions linked to the account.

Shoppers would be able to use any of the facilities of the user-console 9 without having an account. However, they would not be able to save information or achieve some of the benefits associated with having an account.

Retail management apparatus according to the preferred embodiment of the invention is compatible with promotional vouchers such as paper of electronic vouchers, to enable shoppers to obtain discounts on their purchase. In some embodiments of the invention, paper-based vouchers are provided with a barcode corresponding to an identification code. A barcode scanner 26 on the user-console 9 is used to enter the identification code into the apparatus.

In some embodiments of the invention the barcode is unique, and a record of the identification code is stored by the apparatus. If a barcode with the same identification code is presented to the apparatus on a future occasion the request for discount would be rejected.

As previously mentioned, 'electronic vouchers' associated with the apparatus are envisaged to be issued, whereby a shopper may pay for another user's account to be credited with a specified credit amount.

The credit could be performed at the paydesk, at a user-console 9, by telephone, via mobile phone or via the internet at a location remote from the store.

The credited account could then be accessed either via the user-console 9, the paydesk or the internet.

In some embodiments of the invention electronic vouchers are provided having an identification code which a shopper is required to enter into a user-console 9 or to present to a paydesk. Shoppers may purchase a 'voucher code' (on the user-console or elsewhere) and send it to an intended recipient via any of the previously mentioned options such as text message (SMS), or email.

In some embodiments of the invention, shoppers are able to view any remaining credit balance on their giftcards/top-up cards/voucher cards via user console 9 by presenting their card to the card terminal 22. These cards could then, if necessary, be 'topped up' with further credit using the user-console (i.e. via debiting of their account or credit/debit card). Furthermore, cards that have no credit may be provided in the CRA 5, enticing customers to credit them using the user-console 9 for use as a gift, for instance.

The user-console 9 is configured so that all transactions are secure. The user-console 9 is also arranged to alert store staff to tampering or misuse. Furthermore, from the control-console 7 the CRa 6 has the ability to over-ride and disable any user-console 9 if they become concerned about misuse.

Similarly, as discussed above, the CRa 6 or other member of staff is able to restrict or allow certain elements of each individual user-console 9 to function at any one time. For instance, on very busy days the store may decide that SA assistance/interaction would not be available but perhaps the payment facility would be.

It may transpire that some retailers would prefer less information to be accessed by the user-console 9, and more information to be provided by the SA 14 when required, or vice versa. The individual retailer may decide that if customers were to be effectively given the full range of items on their user-console 9 they would spend time browsing and thus potentially holding up the CR 8 during busy periods. Individually tailored information provided directly by a SA 14 might satisfy a shopper's demand, and at the same time free up the CR 8 in a shorter period. Conversely, the retailer could alter the system if, for instance, SAs 14 were busy but there was little demand for the CR 8, thus allowing customers to browse a wider list of items on their user-console 9.

Both the control-console 7 and each handset 15 could have power-on passwords, after a period of inactivity or when turned on, to prevent instore misuse and possible theft. Similarly, biometric identification technology 34 could be incorporated onto the control- console 7 and/or handsets 15 to prevent unauthorised use instore. If the handsets 15 were to be stolen and taken outside of the store it is likely they would become out of range of the wireless signal and would eventually become inactive. Furthermore a removable tag such as a "tattle tape strip" could be placed inside the handset 15 so that attempted removal of a handset 15 from the store could be detected.

In embodiments of the invention an entrance door to a CR 8 is provided with a detector linked to the apparatus. When the door is opened, the control-console 7 receives an indication that the door has been opened thereby to alert a CRa 6 that a shopper is about to depart a CR 8. A signal may be transmitted to a handset 15 to alert a member of store staff to this event.

In embodiments of the invention the user-console 9 is configured to determine and record dimensions of a shopper via a biometric scan of parts or all of the body of the shopper. The dimensions may be determined in conjunction with data stored by the apparatus.

It will be appreciated that references to sales assistants, changing room assistants and stockroom staff are not intended to be limiting of the scope of the present invention. Furthermore, it will be appreciated that apparatus according to the present invention may comprise one of more of the integers described above in regard to all embodiments disclosed unless incompatible therewith, and does not necessarily require all of the features described in conjunction with a particular embodiment of the invention.

Throughout the description and claims of this specification, the words "comprise" and "contain" and variations of the words, for example "comprising" and "comprises", means "including but not limited to", and is not intended to (and does not) exclude other moieties, additives, components, integers or steps.

Throughout the description and claims of this specification, the singular encompasses the plural unless the context otherwise requires. In particular, where the indefinite article is used, the specification is to be understood as contemplating plurality as well as singularity, unless the context requires otherwise.

Features, integers, characteristics, compounds, chemical moieties or groups described in conjunction with a particular aspect, embodiment or example of the invention are to be understood to be applicable to any other aspect, embodiment or example described herein unless incompatible therewith.

Claims

1. Retail management apparatus comprising: a changing room user console, the console comprising a console display device and a console command entry unit; a data entry unit; and a controller, the data entry unit being configured to allow article identification data corresponding to an article to be input to the apparatus, and to display on the console display device article description data corresponding to the article identification data, the console being configured to allow a user to select a further required article, the controller being configured to transmit an article request to a remote computing device, the request including data corresponding to a location of the console thereby to enable the requested article to be delivered to the console.

2. Apparatus as claimed in claim 1 further comprising said remote computing device (RCD), the apparatus being configured to communicate a message input to the RCD to the console.

3. Apparatus as claimed in claim 2 wherein the apparatus is further configured to transmit a further message input to the user console by the user to the RCD.

4. Apparatus as claimed in claim 1 or claim 2 wherein a message comprises at least one selected from amongst a text message and an audio voice message.

5. Apparatus as claimed in claim 3 or claim 4 wherein the RCD further comprises a camera unit.

6. Apparatus as claimed in claim 5 or 6 arranged to transmit at least one selected from amongst a video clip and a still picture from the RCD to the user console.

7. Apparatus as claimed in claim 5 wherein the user console further comprises a camera unit.

8. Apparatus as claimed in claim 7 arranged to transmit at least one selected from amongst a video clip and a still picture from the user console to at least one selected from amongst an RCD, an email account, a mobile telephone and a store account.

9. Apparatus as claimed in any one of claims 2 to 8 wherein the RCD is a portable device.

10. Apparatus as claimed in claim 9 wherein the RCD comprises a tracking device.

11. Apparatus as claimed in any one of claims 1 to 10 arranged to transmit an article request to an RCD that is determined to be the closest available RCD to the required article

12. Apparatus as claimed in any one of claims 1 to 11 wherein the RCD is arranged to display a location of a requested article.

13. Apparatus as claimed in any one of claims 1 to 12 wherein the RCD is provided with a diverter, the diverter being operable between an activated condition and a deactivated condition, in the activated condition the diverter being arranged to transmit a busy signal to the controller.

14. Apparatus as claimed in claim 13 wherein the RCD is arranged to transmit the busy signal upon receipt of a service request by the controller.

15. Apparatus as claimed in any preceding claim wherein an RCD is arranged to communicate with a further RCD.

16. Apparatus as claimed in any preceding claim further comprising a printer arranged to print data viewed by a user on the console display device.

17. Apparatus as claimed in any preceding claim further comprising a tag reader.

18. Apparatus as claimed in claim 17 wherein the tag reader comprises at least one selected from amongst a barcode reader and an RFID reader.

19. Apparatus as claimed in claim 17 comprising means for deactivating a security tag.

20. Apparatus as claimed in any preceding claim further comprising a control console.

21. Apparatus as claimed in claim 20 wherein the control console is configured to assign a user to a selected one of a plurality of user consoles.

22. Apparatus as claimed in claim 21 wherein the control console comprises a data entry device, the control console being configured to transmit article identification data to the selected console.

23. Apparatus as claimed in claim 21 or 22 wherein the control console is configured to display data corresponding to the article identification data associated with a console on an auxiliary data display device.

24. Apparatus as claimed in claim 23 wherein the auxiliary data display device is located at a location associated with a changing room with which the selected user console is associated.

25. Apparatus as claimed in any preceding claim further comprising payment apparatus.

26. Apparatus as claimed in claim 25 wherein payment apparatus is associated with each user console.

27. Apparatus as claimed in claim 26 wherein each user console comprises payment apparatus.

28. A method comprising the steps of: providing retail management apparatus comprising a console configured to receive identification data corresponding to a required article from a user; receiving identification data corresponding to a required article input to the apparatus via the console at a first location; transmitting article request data to a remote computing device (RCD), the article request comprising data corresponding to an identity of the required article and data corresponding to the first location; displaying on a display of the RCD the data corresponding to the identity of the required article, and data corresponding to the first location; and delivering the required article to the console.

29. A method as claimed in claim 28 comprising the steps of transmitting a message from the RCD to the console, and displaying the message on a display of the console.

30. A method as claimed in claim 28 or 29 comprising the steps of: receiving an audio signal from a user of the user console via the console; transmitting the audio signal to the RCD; and reproducing the audio signal as an audible signal via the RCD.

31. A method as claimed in any one of claims 28 to 30 comprising the steps of: receiving an audio signal from a user of the RCD via the RCD; transmitting the audio signal to the console; and reproducing the audio signal as an audible signal via the console.

32. A method as claimed in any one of claims 28 to 31 comprising the steps of: receiving a request to display data corresponding to a required article; and displaying said data corresponding to a required article on a display of the console.

33. A method as claimed in claim 32 further comprising the step of capturing an image of an environment via the console or the RCD and storing said image.

34. A method as claimed in claim 33 comprising the step of transmitting an image from the console to the RCD or from the RCD to the console.

35. A method as claimed in any one of claims 28 to 34 comprising the step of displaying on a display of the RCD a location of the required article.

36. A method as claimed in any one of claims 28 to 35 comprising the steps of providing retail management apparatus comprising a console having payment apparatus; and receiving payment from a user via the payment apparatus.

37. A method as claimed in any one of claims 28 to 36 comprising the steps of providing retail management apparatus comprising a console having a tag reader; and receiving data corresponding to an identity of an article via the tag reader.

38. A method as claimed in any one of claims 28 to 37 comprising the steps of providing retail management apparatus comprising a console having a tag deactivator; and deactivating a security tag using the tag deactivator.

39. A method as claimed in one of claims 28 to 38 comprising the steps of providing a control console; and receiving article identification data via the control console corresponding to the identity of an article.

40. A method as claimed in claim 39 further comprising the steps of determining an identity of a changing room assigned to a user; displaying on a display of the control console the identity of the changing room assigned to the user; and storing said article identity data and the identity of the changing room assigned to the user in a memory.

41. Retail management apparatus substantially as hereinbefore described with reference to the accompanying drawings.

42. A method substantially as hereinbefore described with reference to the accompanying drawings.