Retail Week
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At the heart or retail. The UK's leading provider of retail news, analysis, interviews, data, special reports and events. retail-week.com
Customer service is an area where AI is being increasingly rolled out, but how do consumers actually feel about talking to bots? What about existing staff and their future roles? And does AI impact customer service for better or worse?
www.retail-week.com/technology/c...
www.retail-week.com/technology/c...
Customer service: How AI has transformed communication between retailers and customers
Customer service is an area where AI is being increasingly rolled out, but how do consumers actually feel about talking to bots?
www.retail-week.com
September 18, 2026 at 7:31 AM
Customer service is an area where AI is being increasingly rolled out, but how do consumers actually feel about talking to bots? What about existing staff and their future roles? And does AI impact customer service for better or worse?
www.retail-week.com/technology/c...
www.retail-week.com/technology/c...
“WHSmith is having a hard time convincing the market that its problems can be solved quickly," says head of markets at AJ Bell Dan Coatsworth.
www.retail-week.com/analysis/whs...
www.retail-week.com/analysis/whs...
WHSmith share price crash highlights scale of turnaround job facing Leo Quinn
WHSmith share price plummeted to a 17-year low this morning (September 16) as rising costs and travel disruption hit profits.
www.retail-week.com
September 17, 2026 at 7:48 AM
“WHSmith is having a hard time convincing the market that its problems can be solved quickly," says head of markets at AJ Bell Dan Coatsworth.
www.retail-week.com/analysis/whs...
www.retail-week.com/analysis/whs...
More than half of households earning over £80,000 have used Vinted, compared with 34% of those earning under £20,000.
"It’s a durable shift in how people are shopping," says Tracksuit head of revenue Toby Rozenblit.
www.retail-week.com/customer/hig...
"It’s a durable shift in how people are shopping," says Tracksuit head of revenue Toby Rozenblit.
www.retail-week.com/customer/hig...
High-income households are the most likely to shop secondhand
Over half of households earning over £80,000 have used Vinted, compared with 34% of those earning under £20,000.
www.retail-week.com
September 15, 2026 at 9:07 AM
More than half of households earning over £80,000 have used Vinted, compared with 34% of those earning under £20,000.
"It’s a durable shift in how people are shopping," says Tracksuit head of revenue Toby Rozenblit.
www.retail-week.com/customer/hig...
"It’s a durable shift in how people are shopping," says Tracksuit head of revenue Toby Rozenblit.
www.retail-week.com/customer/hig...
Just four months ago, Primark was claiming its position on home delivery was unchanged, following reports that it was shopping for a new distribution centre.
Now the retailer is saying it will launch the service.
So, what is the u-turn really about?
www.retail-week.com/fashion/what...
Now the retailer is saying it will launch the service.
So, what is the u-turn really about?
www.retail-week.com/fashion/what...
What is Primark’s home delivery u-turn really about?
Just four months ago, Primark was claiming its position on home delivery was unchanged. Now the retailer is saying it will launch the service. What is Primark's u-turn really about?
www.retail-week.com
September 15, 2026 at 8:07 AM
Just four months ago, Primark was claiming its position on home delivery was unchanged, following reports that it was shopping for a new distribution centre.
Now the retailer is saying it will launch the service.
So, what is the u-turn really about?
www.retail-week.com/fashion/what...
Now the retailer is saying it will launch the service.
So, what is the u-turn really about?
www.retail-week.com/fashion/what...
Matalan chief product, brand and commercial officer Sarah Welsh: "Whether they watch the ads, browse online, go in-store, I want customer experience to be consistent. I want it to feel elevated and modern. But most importantly, I want it to feel really Matalan."
www.retail-week.com/fashion/mata...
www.retail-week.com/fashion/mata...
Matalan chief commercial officer on modernising the retailer for ‘new chapter’
Matalan has been undergoing a style, digital and store transformation over the last few years, and its new autumn/winter collection marks the start of a new era
www.retail-week.com
September 14, 2026 at 10:07 AM
Matalan chief product, brand and commercial officer Sarah Welsh: "Whether they watch the ads, browse online, go in-store, I want customer experience to be consistent. I want it to feel elevated and modern. But most importantly, I want it to feel really Matalan."
www.retail-week.com/fashion/mata...
www.retail-week.com/fashion/mata...
"As it creates utility and people see what it has to offer, it just becomes a way of life, one you can’t live without."
Amazon Prime Air’s six-month trial in Darlington is ready to expand, but is the UK ready for drone delivery?
www.retail-week.com/technology/w...
Amazon Prime Air’s six-month trial in Darlington is ready to expand, but is the UK ready for drone delivery?
www.retail-week.com/technology/w...
‘We’re willing to be misunderstood’: Amazon’s Prime drones are ready, but is the UK?
Amazon Prime Air's six-month trial in Darlington is ready to expand, but is the UK ready for drone delivery?
www.retail-week.com
September 14, 2026 at 8:56 AM
"As it creates utility and people see what it has to offer, it just becomes a way of life, one you can’t live without."
Amazon Prime Air’s six-month trial in Darlington is ready to expand, but is the UK ready for drone delivery?
www.retail-week.com/technology/w...
Amazon Prime Air’s six-month trial in Darlington is ready to expand, but is the UK ready for drone delivery?
www.retail-week.com/technology/w...
H1 profits tumbled at John Lewis Partnership, but bosses are confident of a happier Christmas and full year
From the impact of the heatwave to costs, productivity and the outlook for the golden quarter, here are the takeaways from chair Jason Tarry and his team.
www.retail-week.com/department-s...
From the impact of the heatwave to costs, productivity and the outlook for the golden quarter, here are the takeaways from chair Jason Tarry and his team.
www.retail-week.com/department-s...
John Lewis Partnership interims: what you need to know as make-or-break H2 looms
First-half profits tumbled at the John Lewis Partnership, owner of the eponymous department stores and grocer Waitrose, but bosses are confident of a happier Christmas and full year
www.retail-week.com
September 11, 2026 at 10:16 AM
H1 profits tumbled at John Lewis Partnership, but bosses are confident of a happier Christmas and full year
From the impact of the heatwave to costs, productivity and the outlook for the golden quarter, here are the takeaways from chair Jason Tarry and his team.
www.retail-week.com/department-s...
From the impact of the heatwave to costs, productivity and the outlook for the golden quarter, here are the takeaways from chair Jason Tarry and his team.
www.retail-week.com/department-s...
As Primark prepares to launch home delivery, we look at what impact its click-and-collect service has had on web traffic and in-store performance.
Primark had resisted home delivery, but developments to its digital operations have helped lay the foundations.
www.retail-week.com/fashion/prim...
Primark had resisted home delivery, but developments to its digital operations have helped lay the foundations.
www.retail-week.com/fashion/prim...
Primark web traffic spike highlights home delivery opportunity
As Primark prepares to launch home delivery, we take a look at what impact its click-and-collect service has had on the retailer's web traffic and in-store performance
www.retail-week.com
September 11, 2026 at 6:48 AM
As Primark prepares to launch home delivery, we look at what impact its click-and-collect service has had on web traffic and in-store performance.
Primark had resisted home delivery, but developments to its digital operations have helped lay the foundations.
www.retail-week.com/fashion/prim...
Primark had resisted home delivery, but developments to its digital operations have helped lay the foundations.
www.retail-week.com/fashion/prim...
"All we’re trying to do is make this season better than last season."
As he gives a tour of the York branch of the business he founded almost three decades ago, Mark Neale gives a deceptively simple summary of how Mountain Warehouse was built.
www.retail-week.com/people/mount...
As he gives a tour of the York branch of the business he founded almost three decades ago, Mark Neale gives a deceptively simple summary of how Mountain Warehouse was built.
www.retail-week.com/people/mount...
Mountain Warehouse boss Mark Neale’s role may be changing, but his mindset won’t be
Mark Neale - now executive chair after stepping back from the day-to-day running in the summer - gives a deceptively simple summary of how Mountain Warehouse was built
www.retail-week.com
September 10, 2026 at 7:54 AM
"All we’re trying to do is make this season better than last season."
As he gives a tour of the York branch of the business he founded almost three decades ago, Mark Neale gives a deceptively simple summary of how Mountain Warehouse was built.
www.retail-week.com/people/mount...
As he gives a tour of the York branch of the business he founded almost three decades ago, Mark Neale gives a deceptively simple summary of how Mountain Warehouse was built.
www.retail-week.com/people/mount...
"Operating a retail media network is complex and unique from any other digital advertising company because you have a connection to the retail mothership."
Zitcha’s Steve Biddle explains how retailers can benefit from a retail media network regardless of size.
www.retail-week.com/technology/r...
Zitcha’s Steve Biddle explains how retailers can benefit from a retail media network regardless of size.
www.retail-week.com/technology/r...
Retailers winning with retail media are the ones that understand their customer
Retail media networks are increasingly being adopted by a range of retailers and brands across grocery, fashion, beauty, and more.
www.retail-week.com
September 8, 2026 at 10:49 AM
"Operating a retail media network is complex and unique from any other digital advertising company because you have a connection to the retail mothership."
Zitcha’s Steve Biddle explains how retailers can benefit from a retail media network regardless of size.
www.retail-week.com/technology/r...
Zitcha’s Steve Biddle explains how retailers can benefit from a retail media network regardless of size.
www.retail-week.com/technology/r...
Talk to just about anyone in the grocery sector now and the same topic keeps coming up: the potential for a multibillion-pound supermarket mega-merger.
Retail Week explores the different scenarios being discussed and why the rumour mill has gone into overdrive.
www.retail-week.com/grocery/why-...
Retail Week explores the different scenarios being discussed and why the rumour mill has gone into overdrive.
www.retail-week.com/grocery/why-...
Why Sainsbury’s holds all the cards in any potential supermarket mega-merger
Rumours are swirling about potential grocery M&A, and bankers are on manoeuvres. Retail Week evaluates some of the proposals being floated, looks at who exactly is floating them and why Sainsbury'...
www.retail-week.com
September 8, 2026 at 8:04 AM
Talk to just about anyone in the grocery sector now and the same topic keeps coming up: the potential for a multibillion-pound supermarket mega-merger.
Retail Week explores the different scenarios being discussed and why the rumour mill has gone into overdrive.
www.retail-week.com/grocery/why-...
Retail Week explores the different scenarios being discussed and why the rumour mill has gone into overdrive.
www.retail-week.com/grocery/why-...
As more consumers turn to AI for recommendations, some shoppers are treating these models as the new search engines.
But this is proving far more volatile for British grocers than conventional web search.
www.retail-week.com/data/ranking...
But this is proving far more volatile for British grocers than conventional web search.
www.retail-week.com/data/ranking...
Ranking: How UK grocers are performing in AI-powered searches
As more consumers turn to AI for recommendations, some shoppers are treating these models as the new search engines.
www.retail-week.com
September 7, 2026 at 7:24 AM
As more consumers turn to AI for recommendations, some shoppers are treating these models as the new search engines.
But this is proving far more volatile for British grocers than conventional web search.
www.retail-week.com/data/ranking...
But this is proving far more volatile for British grocers than conventional web search.
www.retail-week.com/data/ranking...
"We’re feeling confident as we head to the all-important mid-September to end of December phase."
The Entertainer is poised to relaunch the iconic Meccano brand and as the retailer gears up for the golden quarter, it’s one reason why CEO Andrew Murphy is upbeat.
www.retail-week.com/people/the-e...
The Entertainer is poised to relaunch the iconic Meccano brand and as the retailer gears up for the golden quarter, it’s one reason why CEO Andrew Murphy is upbeat.
www.retail-week.com/people/the-e...
The Entertainer’s Andrew Murphy on Meccano relaunch, new stores and Christmas
Employee-owned The Entertainer is poised to relaunch the iconic Meccano brand, for which it acquired the rights a year ago. As the retailer gears up for the golden quarter, it's one reason why chief e...
www.retail-week.com
September 4, 2026 at 2:25 PM
"We’re feeling confident as we head to the all-important mid-September to end of December phase."
The Entertainer is poised to relaunch the iconic Meccano brand and as the retailer gears up for the golden quarter, it’s one reason why CEO Andrew Murphy is upbeat.
www.retail-week.com/people/the-e...
The Entertainer is poised to relaunch the iconic Meccano brand and as the retailer gears up for the golden quarter, it’s one reason why CEO Andrew Murphy is upbeat.
www.retail-week.com/people/the-e...
MD Peter Ruis has unveiled an overhaul of John Lewis' digital strategy - including an in-store content creation studio and treating AI agents as customers.
“This is what you do. This is the modern world. John Lewis has always been better when it’s leading.”
www.retail-week.com/department-s...
“This is what you do. This is the modern world. John Lewis has always been better when it’s leading.”
www.retail-week.com/department-s...
How John Lewis is planning to position itself at the forefront of AI-powered retail experiences
John Lewis is overhauling its digital strategy and said it is now treating AI agents like customers as it unveiled its latest set of retail investments this week.
www.retail-week.com
September 4, 2026 at 7:47 AM
MD Peter Ruis has unveiled an overhaul of John Lewis' digital strategy - including an in-store content creation studio and treating AI agents as customers.
“This is what you do. This is the modern world. John Lewis has always been better when it’s leading.”
www.retail-week.com/department-s...
“This is what you do. This is the modern world. John Lewis has always been better when it’s leading.”
www.retail-week.com/department-s...
The Retail 100 is always a combination of business leaders, dealmakers, entrepreneurs and politicians, each with the power to shift how the sector operates and even shape what the industry will look like in years to come.
www.retail-week.com/people/retai...
www.retail-week.com/people/retai...
Retail 100: All change at the top
Last week we published the 21st edition of our annual Retail 100, a rundown of the most powerful people in the industry. Retail Week takes a look beyond the names to see what the list shows about the ...
www.retail-week.com
September 3, 2026 at 7:07 AM
The Retail 100 is always a combination of business leaders, dealmakers, entrepreneurs and politicians, each with the power to shift how the sector operates and even shape what the industry will look like in years to come.
www.retail-week.com/people/retai...
www.retail-week.com/people/retai...
"I couldn’t live without AI now. I use it in my personal life and at work... it’s here to stay"
N Brown technology boss Chris Williamson tells Retail Week what it has been doing across data and tech and how staff and consumers are reacting to AI.
www.retail-week.com/people/n-bro...
N Brown technology boss Chris Williamson tells Retail Week what it has been doing across data and tech and how staff and consumers are reacting to AI.
www.retail-week.com/people/n-bro...
N Brown group tech director: ‘AI is not another metaverse, it’s here to stay’
Retailers are continuing to digitally transform and incorporate more tech into foundations, and N Brown is no exception.
www.retail-week.com
September 2, 2026 at 7:05 AM
"I couldn’t live without AI now. I use it in my personal life and at work... it’s here to stay"
N Brown technology boss Chris Williamson tells Retail Week what it has been doing across data and tech and how staff and consumers are reacting to AI.
www.retail-week.com/people/n-bro...
N Brown technology boss Chris Williamson tells Retail Week what it has been doing across data and tech and how staff and consumers are reacting to AI.
www.retail-week.com/people/n-bro...
B&M chief executive Tjeerd Jegen said: “We’ve listened to our customers and colleagues to create a shopping experience that is more inspirational, more intuitive and even easier."
www.retail-week.com/general-merc...
www.retail-week.com/general-merc...
Gallery: B&M opens doors to ‘store of the future’
Value retailer B&M has opened a new-model "store of the future", featuring innovations such as redesigned layouts and new technology
www.retail-week.com
September 1, 2026 at 10:42 AM
B&M chief executive Tjeerd Jegen said: “We’ve listened to our customers and colleagues to create a shopping experience that is more inspirational, more intuitive and even easier."
www.retail-week.com/general-merc...
www.retail-week.com/general-merc...
“It was a great business and I want it to be that again. That’s my sole objective.”
Asda is back in positive sales growth for the first time in two years - does that mean the retailer is making progress with Allan Leighton’s turnaround plan?
www.retail-week.com/grocery/has-...
Asda is back in positive sales growth for the first time in two years - does that mean the retailer is making progress with Allan Leighton’s turnaround plan?
www.retail-week.com/grocery/has-...
Has Asda’s turnaround finally turned a corner?
Asda is back in positive sales growth for the first time in two years. Does that mean the retailer is finally turning a corner in Allan Leighton's turnaround plan?
www.retail-week.com
September 1, 2026 at 7:59 AM
“It was a great business and I want it to be that again. That’s my sole objective.”
Asda is back in positive sales growth for the first time in two years - does that mean the retailer is making progress with Allan Leighton’s turnaround plan?
www.retail-week.com/grocery/has-...
Asda is back in positive sales growth for the first time in two years - does that mean the retailer is making progress with Allan Leighton’s turnaround plan?
www.retail-week.com/grocery/has-...
“We want to be well received. We are very self-critical so if from the day we open we see something is not working, we immediately try to improve it.”
Retail Week hears from Lefties global brand director Xavier Ruz Riera at the opening of its first UK store.
www.retail-week.com/fashion/left...
Retail Week hears from Lefties global brand director Xavier Ruz Riera at the opening of its first UK store.
www.retail-week.com/fashion/left...
Lefties’ first UK store: Xavier Ruz Riera shows off new shop and discusses expansion plans
Lefties has become one of retail's most talked about brands as it opens its first UK store in Liverpool. Retail Week met global brand director Xavier Ruz Riera to find out more about the retailer's pl...
www.retail-week.com
August 28, 2026 at 7:25 AM
“We want to be well received. We are very self-critical so if from the day we open we see something is not working, we immediately try to improve it.”
Retail Week hears from Lefties global brand director Xavier Ruz Riera at the opening of its first UK store.
www.retail-week.com/fashion/left...
Retail Week hears from Lefties global brand director Xavier Ruz Riera at the opening of its first UK store.
www.retail-week.com/fashion/left...
💯 RETAIL 100 2026 💯
Now in its 21st year, Retail Week’s annual list of the industry’s most inspiring and influential figures is live.
Leaders from the biggest retailers sit alongside the policymakers and disruptors.
See who has made this year’s list here: www.retail-week.com/7051972.arti...
Now in its 21st year, Retail Week’s annual list of the industry’s most inspiring and influential figures is live.
Leaders from the biggest retailers sit alongside the policymakers and disruptors.
See who has made this year’s list here: www.retail-week.com/7051972.arti...
Retail 100 2026 – the industry’s most influential leaders
Discover the 100 power players making the biggest impact in UK retail and see how influence has shifted within the industry
www.retail-week.com
August 27, 2026 at 8:15 AM
💯 RETAIL 100 2026 💯
Now in its 21st year, Retail Week’s annual list of the industry’s most inspiring and influential figures is live.
Leaders from the biggest retailers sit alongside the policymakers and disruptors.
See who has made this year’s list here: www.retail-week.com/7051972.arti...
Now in its 21st year, Retail Week’s annual list of the industry’s most inspiring and influential figures is live.
Leaders from the biggest retailers sit alongside the policymakers and disruptors.
See who has made this year’s list here: www.retail-week.com/7051972.arti...
“We are not pursuing speed for the sake of speed in this model. We are pursuing relevancy.”
Asos vice president of product Elena Martínez Ortiz says the ecommerce giant’s ‘Test and React’ model is all about ensuring it stays relevant in the fashion conversation.
www.retail-week.com/fashion/qand...
Asos vice president of product Elena Martínez Ortiz says the ecommerce giant’s ‘Test and React’ model is all about ensuring it stays relevant in the fashion conversation.
www.retail-week.com/fashion/qand...
Q&A: Asos VP of product on driving relevance with Test & React
Asos vice president of product Elena Martínez Ortiz says the ecommerce giant's 'Test and React' model is all about ensuring it stays relevant in the fashion conversation.
www.retail-week.com
August 26, 2026 at 8:05 AM
“We are not pursuing speed for the sake of speed in this model. We are pursuing relevancy.”
Asos vice president of product Elena Martínez Ortiz says the ecommerce giant’s ‘Test and React’ model is all about ensuring it stays relevant in the fashion conversation.
www.retail-week.com/fashion/qand...
Asos vice president of product Elena Martínez Ortiz says the ecommerce giant’s ‘Test and React’ model is all about ensuring it stays relevant in the fashion conversation.
www.retail-week.com/fashion/qand...
"We doubled down on air conditioning units and they’ve been selling like hot cakes all summer."
The heatwaves of 2026 are unlikely to be a one-off, so what can retail learn from the long, hot summer to future-proof for even longer, hotter summers to come?
www.retail-week.com/analysis/wha...
The heatwaves of 2026 are unlikely to be a one-off, so what can retail learn from the long, hot summer to future-proof for even longer, hotter summers to come?
www.retail-week.com/analysis/wha...
What lessons can retail learn from 2026’s heatwave summer?
If this summer of endless heatwaves and drought is a prelude to the future of the UK climate, what lessons can retailers learn to be ready for next year and beyond?
www.retail-week.com
August 25, 2026 at 7:47 AM
"We doubled down on air conditioning units and they’ve been selling like hot cakes all summer."
The heatwaves of 2026 are unlikely to be a one-off, so what can retail learn from the long, hot summer to future-proof for even longer, hotter summers to come?
www.retail-week.com/analysis/wha...
The heatwaves of 2026 are unlikely to be a one-off, so what can retail learn from the long, hot summer to future-proof for even longer, hotter summers to come?
www.retail-week.com/analysis/wha...
CDS Superstores has launched its first multi-brand collection point as it continues to test new bricks-and-mortar formats.
Retail Week went to the opening and caught up with chief digital and marketing officer Ben Exall and chief operating officer Adam Holmes.
www.retail-week.com/general-merc...
Retail Week went to the opening and caught up with chief digital and marketing officer Ben Exall and chief operating officer Adam Holmes.
www.retail-week.com/general-merc...
First look: CDS Superstores' first multi-brand collection point with Morrisons
The Range owner CDS Superstores has launched its first multi-brand collection point as it continues to test and trial new bricks-and-mortar formats.
www.retail-week.com
August 24, 2026 at 7:06 AM
CDS Superstores has launched its first multi-brand collection point as it continues to test new bricks-and-mortar formats.
Retail Week went to the opening and caught up with chief digital and marketing officer Ben Exall and chief operating officer Adam Holmes.
www.retail-week.com/general-merc...
Retail Week went to the opening and caught up with chief digital and marketing officer Ben Exall and chief operating officer Adam Holmes.
www.retail-week.com/general-merc...
After trimming its profit outlook, analysts worry it’ll be an uphill battle for JD Sports to get back on firmer footing
Is its strategy working? Or do under-fire boss Régis Schultz and his team need to change tack, and quickly?
www.retail-week.com/fashion/wher...
Is its strategy working? Or do under-fire boss Régis Schultz and his team need to change tack, and quickly?
www.retail-week.com/fashion/wher...
Where to next for JD Sports as it loses its footing at home and abroad?
After trimming its profit outlook for the full year, analysts and insiders worry it'll be an uphill battle for JD Sports to get back on firmer footing.
www.retail-week.com
August 21, 2026 at 8:09 AM
After trimming its profit outlook, analysts worry it’ll be an uphill battle for JD Sports to get back on firmer footing
Is its strategy working? Or do under-fire boss Régis Schultz and his team need to change tack, and quickly?
www.retail-week.com/fashion/wher...
Is its strategy working? Or do under-fire boss Régis Schultz and his team need to change tack, and quickly?
www.retail-week.com/fashion/wher...
Human resources is a department where interest in AI is rising.
Curiosity is no doubt increasing, but what tasks can be transformed by AI? How are retailers using it? And how do bias, governance and staff come into the equation?
www.retail-week.com/technology/h...
Curiosity is no doubt increasing, but what tasks can be transformed by AI? How are retailers using it? And how do bias, governance and staff come into the equation?
www.retail-week.com/technology/h...
Human resources – How AI has transformed retail work
AI is now well and truly embedded into the way businesses operate, with the use of generative, agentic and AI assistants growing at pace - and human resources is a department where interest is growing...
www.retail-week.com
August 20, 2026 at 7:52 AM
Human resources is a department where interest in AI is rising.
Curiosity is no doubt increasing, but what tasks can be transformed by AI? How are retailers using it? And how do bias, governance and staff come into the equation?
www.retail-week.com/technology/h...
Curiosity is no doubt increasing, but what tasks can be transformed by AI? How are retailers using it? And how do bias, governance and staff come into the equation?
www.retail-week.com/technology/h...