Natalya Pisarenko, Director of the Marketing Innovations Development Centre of the International Institute of Business and Professor of the IIB had introduced her report on the subject of "War for the customer: strategy and tactics of struggle for customers’ loyalty". The analysis of main tendencies of the gift market in conditions of growth of population income and rapid development of non-goods retailing was introduced in the course of this report. Special attention was paid to formats of sales outlets development on the gift market