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"As these 3 key trends converge we're going to see a blurring of the lines between online and offline retail, with consumers having a more tailored and personalised in-store experience and with retailers gaining a better understanding of (and ability to influence) the end to end purchase process for each individual customer. Loyalty programmes play a key and central role in all of this as a means of proactively gathering consumer data in an opted-in manner and allowing appropriate reward and recognition to be given back. This will result in "you and yours" - your data, your behaviours, your friends, your experiences - being a central theme for 2012. I probably say this every year, but 2012 is going to be an exciting time in loyalty marketing!"