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On the one hand, the government wants small retailers to take on young people as apprentices, with details of a £1,500 support package due any time now from Skillsmart Retail. On the other, different retailers have different priorities. For a supermarket like Tesco, with 3,000 places on its in-house apprenticeship scheme, it is about developing its people and building team spirit in its stores. It's oldest apprentice is 67, says UK personnel director Judith Nelson. For a discounter like Aldi, it is a great way of attracting talented people to join its company with the promise of becoming managers in the future. "There are people who want a career in retail," says finance director Matthew Speight. For an independent c-store operator like Rav Garcha, it is a way to build the self-esteem of his team and to get his staff delivering on their mission to make "a difference locally". Unlike education that is designed to get a class of students to a median level, t...

On-line retailing still requires great customer service, Nick Robertson, chief executive of ASOS, told retail employers at a Skillsmart Retail seminar this week. Set up before the rise of social media (Facebook and Twitter and YouTube), ASOS has expanded internationally on the back of customer demand. It had no plans to launch in Australia but has huge sales there because social media helped shoppers to find ASOS. A key measure of customer satisfaction for on-line businesses is to measure the number of shopper contacts to orders. For ASOS this trends between 25 per cent and 30 per cent (which means a shopper asks a question about every fourth sale). Heavy snow in the UK last year caused this to spike over 40 per cent. Distribution problems caused it to spike over 35 per cent. Customer contact is driven by email. The call centre will only call back if the first two emails fail to solve the problem. Most emails are questions about colours and sizes which are easi...