Looking ahead to 2025 retail trends, the retail sector is on the edge of something big, a revolution, to be exact. Nowadays, retailers aren't just dealing with a super competitive market; they're also trying to keep up with what shoppers want, which changes by the minute. At the heart of tackling these challenges is the smart use of Enterprise Resource Planning (ERP) systems. Using the right ERP system to transform the customer experience is very crucial to any retail business’s success.

5 Retail Business Transformation Trends in 2025

The retail industry is set for a major transformation driven by digital innovation and evolving consumer expectations. The pandemic acted as a catalyst, compelling retailers to overhaul their operations and embrace new business models. As a result, 5 key trends are emerging that will significantly shape the future of retail in 2025.

• Rise of subconscious commerce, where predictive analytics and hyper-personalisation anticipate consumer needs
• The need for more resilient and flexible supply chains
• The development of multimedia storefronts to create seamless customer experiences
• The adoption of circular retail practices focused on sustainability
• The evolution towards ethical, collaborative ecosystems

In line with these trends, retail ERP systems play a crucial role in personalising customer interactions, optimising sales strategies, and leveraging data analytics to meet evolving consumer demands. In this blog, we dive into how ERP systems can help retailers navigate these emerging trends effectively, ensuring they are well-equipped for the future.

The Heart of Modern Retail: Personalising Customer Interactions

The retail environment has dramatically shifted towards a customer-centric model, where success hinges on the ability to offer personalised experiences. Retail ERP systems like Merret Pro are pivotal in this transition, providing retailers with valuable insights that are crucial for understanding customer behaviour and preferences.

These insights empower retailers to make data-driven decisions. By leveraging data, retailers can better understand the customer journey, tailor their marketing messages, offer targeted product recommendations, and customise shopping experiences. Creating bespoke shopping journeys in this way personalises every customer interaction, ultimately improving customer satisfaction and loyalty.

Unlocking Retail Excellence Through ERP-Enhanced Sales Strategies

Achieving retail dominance today requires more than just a good sales strategy; it needs a transformative ERP system like Merret Pro. ERPs offer a 360-degree view of the retail ecosystem, detailing everything from inventory levels to consumer behaviour and emerging sales trends. With a single version of truth, you can use ERP data to sharpen demand forecasting, tighten inventory control, and support a seamless omnichannel strategy—all crucial for boosting sales performance and profitability.

The right ERP system turns pricing and promotion management into a precise science, enabling retailers stay in sync with market shifts, meeting consumer demand and capturing peak profitability. To dominate the retail game, consider an ERP system as your MVP, ensuring every move leads to ultimate retail success.

Driving Adaptation Through Advanced Data Analytics

At the core of ERP’s is its robust data, acting as the retailer’s crystal ball into consumer wants and needs. This capability offers retailers a golden opportunity to evolve products and services in sync with consumer demands and market shifts.

Integrating ERP systems with technologies like AI and IoT elevates their analytical prowess. Harnessing AI’s predictive analytics allows retailers to forecast sales and purchasing trends, enabling them to capitalise on inventory and promotional strategies with newfound foresight. This alignment boosts customer satisfaction, operational efficiency, and overall business performance by reducing waste and improving resource allocation, response times, and decision-making. The marriage of ERP with advanced analytics now allows retailers to adapt and act in ways that meet and anticipate evolving consumer landscapes.

Challenges and Considerations

While the journey towards implementing an ERP system is filled with the promise of transforming operations and scaling efficiency, it's important for retailers to navigate this path with their eyes open to potential challenges and key considerations.

Retailers face constraints such as the financial investment required, the complexity of data migration, and the necessity for ongoing staff training. Moreover, data security emerges as a crucial consideration in an age where consumer data protection is very important.

Navigating these challenges requires careful planning, thorough research, and a strategic approach to implementation. Selecting the right ERP system doesn’t need to be a complicated process. Here is your answer: It's not about picking the most popular or best looking platform but finding the one that aligns with your specific business needs, size, customer base, and fits your budget. The chosen system should not only meet current operational requirements but also have the scalability and flexibility to support future growth and technological advancements.

Retail Assist can help you identify and integrate the most suitable ERP solution that not only aligns with your current operational needs but also sets the foundation for future scalability and business growth. You can talk to one of our solutions officers.

Looking Ahead

It’s undeniable that ERP systems are gateways to a transformative future in retail. They're about more than just keeping up—they're about setting the stage for personalised shopping experiences, smarter sales tactics, and sharp, data-informed decisions. So, as we edge closer to the retail revolution of 2025, remember: now's the moment to step up and embrace change. Think of this as your nudge to start exploring how ERP systems like Merret Pro that can reshape your customer experience, as “it all starts with thinking!”

If you want to explore how Merret Pro can help you transform your customer experience in 2025 then talk to us!

The post Top 5 Retail Trends in 2025 and How To Navigate Them? appeared first on Retail Assist.

Whilst Artificial Intelligence (AI) might have been named Word of the Year for 2023, it’s 2024 and retailers are now making significant strides in integrating AI to revolutionise shopping experience. Here's a look back at headlines from the last month and how retailers are harnessing the power of AI to enhance customer experience, reduce waste, and drive efficiency.

Amazon Introduces Rufus: A Generative AI-Powered Shopping Assistant

Amazon has launched Rufus, a generative AI-powered conversational shopping assistant, now available to all U.S. customers via the Amazon Shopping app to enhance overall shopping experience. Rufus helps users by answering questions, making product recommendations, and facilitating product discovery. By leveraging AI, Amazon aims to make shopping easier and more informative for its customers, ensuring they find exactly what they need. This development builds on Amazon's extensive history of using AI to enhance the shopping experience, from personalised recommendations to AI-driven review highlights.

[caption id="attachment_20956" align="alignnone" width="746"] Image by Amazon[/caption]

Lincolnshire Co-op Tackles Food Waste with Retail Insight’s AI

The Lincolnshire Co-op has extended its partnership with Retail Insight to further reduce food waste using the Waste Trim tool. This AI-driven technology optimises stock levels and prevents overstock, significantly reducing food waste. The collaboration has already led to a 37% reduction in food waste and prevented 5,700 tonnes of CO2 emissions, showcasing the environmental benefits of AI in retail. The enhanced version of the tool promises even greater efficiency and sustainability, aligning with the co-op’s mission to support local communities and the environment.

Mango Pioneers AI-Generated Campaigns for its Teen Line

Mango has launched the first AI-generated campaign for its Teen line's limited-edition Sunset Dream collection. This innovative approach uses generative AI to create high-quality images and designs, demonstrating Mango's commitment to technology and creativity. The campaign is part of Mango’s Strategic Plan 2024-2026, emphasising technological development and operational excellence. Mango’s use of AI extends beyond marketing, applying machine learning across pricing, personalisation, and product design, highlighting its role as a technological leader in the fashion industry.

[caption id="attachment_20955" align="alignnone" width="724"] Image by Mango Teen[/caption]

Moonpig Sees Sales Surge with AI-Driven Customer Service

Moonpig has reported a significant increase in sales and profits, driven by its accelerated adoption of AI. The retailer has improved its AI-driven customer service chatbot, reducing the need for human intervention. Moonpig's investment in AI technologies has enhanced customer lifetime value and personalised the shopping experience, leading to higher customer satisfaction and loyalty. The AI initiatives have also supported Moonpig’s subscription service, Moonpig Plus, which has exceeded expectations by gaining over half a million members in just one year.

ProCook Enhances Efficiency with AI, Machine Learning, and Robotics

ProCook is also set to leverage AI, machine learning, and robotics to boost operational efficiency. The company plans to integrate these technologies across its website, stores, and supply chain. This initiative is part of a broader strategy to expand ProCook's UK store estate and improve overall customer experience. By investing in AI, ProCook aims to streamline operations, enhance user experience online, and ensure efficient inventory management, positioning itself for sustained growth and customer satisfaction.

AI’s potential to enhance customer interactions, streamline operations, and promote sustainability is set to drive the future of retail, making it an exciting space to watch. Want to hear more? Subscribe to our mailing list here.

The post 5 Retailers Revolutionising Shopping with AI This Month appeared first on Retail Assist.

The Retail Technology Show 2024 is just around the corner, and we couldn't be more excited to be a part of it! Offering a range of exhibitors, speakers, and networking opportunities, it's essential to have a game plan in place to get the most from the event. To help you navigate the show, we’ve put together a pre-event guide packed with insider tips:

1. Set Clear Goals

Think about what you want to achieve from the show. Are you looking for specific products or solutions, seeking inspiration, or building your network? Setting goals will help you focus your time and make meaningful connections.

2. Plan Ahead

Take some time ahead of the event to plan your agenda for the day. Download the event app, check out the conference programme and identify the sessions that you don’t want to miss. Research the exhibitors and create a list of those who align with your objectives - be sure to include Retail Assist on your list!

3. Attend Keynote Sessions

The Retail Technology Show has a conference agenda packed with the industry’s brightest thought-leaders, and the sessions are not to be missed. With conference streams including AI and data; the future of commerce; and sustainability and supply chain, there’s something for everyone. Take advantage of them to gain valuable insights and stay updated on the latest trends shaping the retail landscape.  

4. Engage with Exhibitors

Don’t be shy! Engage with the exhibitors that align with your objectives. They’ll be happy to share their knowledge and expertise with you (and you might even pick up a few freebies too!). If you’ve done your research beforehand, you can focus on those who can add value to your show experience. Don’t forget to stop by the Retail Assist stand (5F25), where you can explore our future-focussed managed services and retail software solutions designed to streamline your operations.

5. Network, Network, Network!

The Retail Technology Show brings together professionals from all corners of the retail industry. Make the most of the networking opportunities available, whether it's during coffee breaks, networking lounges, or dedicated networking events to connect with industry peers, exchange ideas, and build valuable relationships. You never know who you'll meet or the collaborations that can be sparked.

6. Stay Connected

Keep connected and engaged with fellow attendees by following the #RTS2024 hashtag on social media. After the show, be proactive in following up with the people or businesses you've connected with to further explore potential collaborations or partnerships.

7. Have Fun!

Most importantly, have fun and approach the event with an open mind – you never know who or what you might come across! Embrace the opportunity to step out of the day-to-day to learn, explore, and discover new ideas and innovations that can help propel your business forward.

With these tips, you'll be well-prepared to navigate the show like a pro. See you at the Retail Technology Show 2024!

Get your ticket here, or book a meeting with our team here.

The post Navigating the Retail Technology Show 2024: Your Pre-Event Guide appeared first on Retail Assist.

Join us at the Retail Technology Show 2024 on 24^th and 25^th April to discover how Retail Assist can help you to unlock the potential of your retail operations.

Visit us at stand 5F25! Our team will be on hand to discuss the changing face of retail and how we can support you to navigate it through our suite of managed IT services and software solutions:

Managed IT Services

Don't let tech hurdles hinder your progress – our flexible solutions adapt to your needs, ensuring seamless operations round the clock. With over two decades of IT expertise and multi-award-winning services, you can trust us to be your technology partner every step of the way.

• IT Help Desk: Get support and assistance across your retail estate, ensuring seamless operations.
• Desktop Support: Troubleshooting and maintenance services to take away the strain of your day-to-day issues.
• Technical Services: Around-the-clock support to manage technical challenges and optimise your IT infrastructure.
• IT Outsourcing: Our experts can seamlessly integrate with your existing team, filling gaps in specialised areas or taking on full support responsibilities.
• Retail Systems Support: Specialised support for retail-specific systems and technologies.
• Operations Support: Proactive systems monitoring to deliver operational efficiency and minimise downtime.
• Project Management: From concept to completion, let our experts manage your retail projects for success.

Software Solutions

Our software solutions are crafted to meet the evolving demands of the retail landscape, with support across your global retail estate, integrations with industry-leading platforms, and scalable options that can grow alongside your business.

• Retail ERP Software: Streamline your supply chain, improve inventory accuracy, and enhance the customer experience with our ERP designed specifically for retail.
• Store Stock Management: Efficiently manage your stock across multiple locations with tablet-based store inventory management and order fulfilment software.
• Data Exchange: Seamlessly exchange data across all your concession partners, allowing you to trade wherever and whenever you want.

Book a meeting with us!

Book a personalised meeting with us to learn more about our services and solutions. Whether you’re seeking seamless IT support or innovative software solutions, our team is here to tailor a strategy that aligns with your unique needs. Book a meeting with us here.

Haven’t signed-up yet? Get your ticket here.

Check out our highlights from last year’s show:

Watch the video on YouTube

Stay tuned for updates and exciting insights from the show floor. See you there!

The post Revolutionising Retail: Discover What’s in Store at Our Retail Technology Show Stand! appeared first on Retail Assist.

The Retail Technology Show 2024 promises to be a hub of innovation, with industry experts gathering to explore the latest trends shaping the future of retail. Here are five emerging trends that we expect to see across the show:

1. AI-Powered Personalisation

AI is the driving force behind a retail revolution, empowering retailers to harness the power of AI-driven algorithms to analyse customer data and deliver hyper-personalised shopping experiences. From chatbots and virtual assistants, to predictive analytics and dynamic pricing; AI solutions will enable retailers to make data-driven decisions and provide individually personalised offerings.

2. Sustainable Retailing

Sustainability isn't just a buzzword—it's a fundamental shift in retailing, driven by conscious consumers. To meet this growing demand, retailers are increasingly adopting sustainable practices including supply chain transparency, sustainable sourcing and production, and the utilisation of eco-friendly packaging solutions. Embracing sustainable processes supports retailers in committing to both social and environmental responsibilities, whilst appealing to socially-conscious consumers.

3. Frictionless Checkout Experiences

Redefining the checkout process to be faster, easier, and more convenient has become a top priority for retailers. By leveraging technologies such as mobile payment solutions, cashierless stores, and self-service kiosks, retailers are eliminating friction at the point of sale to ensure a streamlined and hassle-free shopping experience.

4. Touch-Free Shopping

The pandemic triggered a significant surge in the adoption of contactless technologies within the retail industry. From seamless contactless payments to immersive virtual try-on experiences and voice-powered shopping, retailers can create shopping environments that are smarter and more convenient for customers.

5. Empowering the Workforce

There is a growing shift towards human-centric approaches to technology adoption. At the forefront of this are tech solutions that empower employees to focus on delivering exceptional customer experiences. Automation of repetitive manual tasks, AI-powered customer service tools, and remote collaboration and communication devices can help to streamline processes and increase productivity.  

As retailers embrace these emerging trends, they have the opportunity to redefine the customer experience, optimise retail operations, and pave the way for a more sustainable future. Discover how we can help you to embrace these new technologies by booking a meeting with us here.

Stay tuned for our post-event insights and be sure to follow us on LinkedIn for updates from the show floor. We can't wait to see you at the Retail Technology Show 2024!

The post Retail Technology Show 2024: What Do We Expect to See? appeared first on Retail Assist.

Businesses today recognise the importance of cloud strategies in digital transformation. To make the most informed decisions, you need to understand the two dominating cloud strategies: the "Cloud-First" approach and the "Cloud-Smart" approach. Both strategies come with advantages and challenges that can shape your organisation’s future, and determining the best one for your business is crucial.

Cloud-First Approach: The Cloud-First approach advocates an all-inclusive embrace of cloud technology. It focuses on cloud solutions as the primary option for hosting your data, applications, and services.

Cloud-Smart Approach: On the other hand, the Cloud-Smart approach is selective with cloud technology. This strategy is more critical, analysing your existing infrastructure and making decisions that align with your business objectives.

Why does it matter?

The coexistence of these two paradoxical approaches reflects the dynamic digital landscape. Choosing the right call for your business is more important than following a one-size-fits-all mindset. Here’s why the paradox matters:

1. Customisation: Your business is unique with its own set of challenges and requirements, and blindly adopting either approach can mean ignoring your specific requirements that make your business work. Cloud-Smart recognizes that one-size-fits-all solutions aren't always the best fit. This approach empowers you to customize your cloud strategy to align with your business's specific goals.
2. Cost Management: Not everything requires cloud storage. Embracing Cloud-First could mean unnecessary costs. With a Cloud-Smart approach, you have the flexibility to assess and allocate resources in a more cost-effective manner. Instead of moving everything to the cloud, you can be strategic about which workloads or data should reside in the cloud and which can stay on-premises. This approach minimises unnecessary cloud expenses and ensures that you spend your IT budget wisely.
3. Scalability: One size does not fit all when it comes to scaling. Cloud-Smart allows you to scale your infrastructure efficiently based on your business needs. You can adapt to growth and evolving technology trends without overcommitting to cloud resources that may go underutilised.

Cloud-Smart over Cloud-First

Cloud-First may lead to overprovisioning and unnecessary cloud expenses, while Cloud-Smart is a more resource-efficient approach. Cloud-First offers rapid adoption and an update to modern technology, while the selective nature of the Cloud-Smart approach optimises costs and maintains legacy systems when necessary. It makes it simpler for your business to pivot and adapt as technology evolves, ensuring agility and flexibility.

Impact on Business Operations and Strategy

Adopting a Cloud-Smart approach provides a profound impact on business operations and strategy.

Operational Efficiency: By selectively adopting cloud solutions, you can streamline operations, reduce complexity, and optimise resource utilisation. This approach minimises disruptions during the transition to the cloud and ensures that the adoption of cloud technology doesn't negatively impact your day-to-day operations.

Data Governance: Cloud-Smart ensures that your data is in the most secure and accessible location, improving compliance and governance. Keeping critical data on-premises, where you have full control over security and compliance, while still leveraging the cloud for less sensitive data or workloads. This is particularly important in regulated industries where data privacy and compliance are paramount.

Moving from On-Premise to Cloud, with Less Complexity

Moving from an on-premise solution to the cloud can vary in terms of ease and complexity depending on several factors, including the nature of your on-premise system, the cloud provider you choose, your organisation's readiness, and the level of planning and preparation involved.

A Cloud-Smart approach simplifies the move from on-premise to the cloud by introducing a level of pragmatism, flexibility, and strategic planning that makes the transition smoother and more manageable. Here's how it eases the process of moving from on-premise to the cloud:

• Selective Migration: Cloud-Smart recognises that not everything needs to be moved to the cloud. It encourages organisations to be selective about what is migrated. By carefully assessing which workloads, data, or applications should be moved to the cloud and which should remain on-premises, organisations can reduce the complexity and risks associated with migration.
• Hybrid Flexibility: Cloud-Smart embraces a hybrid cloud strategy. This means that organisations can gradually migrate workloads and data to the cloud without rushing into a full-scale migration. It allows for a gradual transition, where legacy systems can coexist with cloud resources, reducing the impact on business operations.
• Operational Efficiency: By adopting a more selective and gradual migration strategy, organisations can maintain operational efficiency. There's less disruption, and business operations can continue without major interruptions, which is particularly crucial for businesses with stringent uptime requirements.
• Risk Mitigation: Cloud-Smart emphasises risk management. By not rushing into a full-scale migration, organisations can carefully plan and address potential risks associated with data security, application compatibility, and operational continuity.

Cloud Usage: The Numbers

• 90% of enterprises expect increased cloud usage due to the COVID-19 pandemic’s impact.
• Almost half of all organisations will focus on optimising their cloud costs through 2024.
• The global hybrid cloud market is projected to reach $168.8 billion by 2026.
• 96% of organisations use the cloud, with 57% using a hybrid strategy.
• 41 % of EU enterprises used cloud computing in 2021, mostly for hosting their e-mail systems and storing files in electronic form.

Opting for the Cloud-Smart approach allows you to unlock cost savings, graceful migration, and strategic agility, ensuring the cloud becomes an asset to your digital transformation journey.

Learn more about how we can support your digital transformation goals here.

The post Navigating Cloud Strategies: Cloud-Smart vs. Cloud-First appeared first on Retail Assist.

In today's fast-paced digital landscape, the management and security of endpoints – a term encompassing everything from your laptop to your smartphone – are paramount. Traditional methods have served their purpose, but in an era where remote work and diverse device ecosystems are prominent, a smarter, more agile approach is needed. Cloud-Smart Unified Endpoint Management (UEM) is a game-changing strategy that's transforming the way businesses operate and secure their devices.

Demystifying Cloud-Smart UEM

To truly understand this paradigm shift, let's break it down. Unified Endpoint Management (UEM) is all about streamlining the management and security of various devices within an organisation. It's the one-stop shop for overseeing everything from software updates to device compliance checks.

So, what sets Cloud-Smart UEM apart? It's about leveraging the cloud, to make endpoint management more efficient and adaptable. It's about optimising your strategy to better align with your business's unique needs.

According to Gartner, by 2023, 70% of organisations will implement a "cloud-first but not cloud-only" strategy, recognising the need for flexibility.

Cloud-Smart UEM vs. Traditional UEM

So, how does Cloud-Smart UEM compare to traditional methods?

Traditional UEM

These solutions often rely on on-premises infrastructure and manual processes. They struggle to keep up with the demands of modern device ecosystems and remote work scenarios. They can be rigid and time-consuming, lacking automation and adaptability.

Cloud-Smart UEM

This approach leverages cloud technology, making it more scalable, adaptable, and user-centric. It automates routine tasks, integrates seamlessly with other systems, and offers robust security measures. The emphasis is on agility, flexibility, and efficiency.

Why Cloud-Smart UEM Is on the Rise

Cloud-Smart UEM isn't just a buzzword; it's a necessity in our modern business landscape:

1. Flexibility

With Cloud-Smart UEM, you have the flexibility to manage a wide array of devices, regardless of operating system or form factor. It's not about being bound to a single platform; it's about adaptability.

2. Cloud-Centric Approach

 The cloud is at the heart of this strategy. It's all about harnessing the power of cloud-based services, allowing you to scale resources up or down to meet changing device requirements.

3. Automation and AI

Automation and artificial intelligence streamline the management process. Routine tasks like patch management and threat detection become more efficient.

4. User-Centric

It's all about the user experience. With self-service options, your employees gain more control over their devices, reducing the IT support burden.

5. Remote Work Readiness

A survey by Forbes found that 65% of workers desire to work remotely all the time, and 32% prefer a hybrid schedule. Currently, 12.7% of full-time employees work from home and 28.2% have adapted to a hybrid work model, illustrating the rapid normalisation of remote work and proving the necessity of remote work readiness. Cloud-Smart UEM empowers businesses to manage and secure devices, no matter where they are.

“As of 2023, 12.7% of full-time employees work from home, while 28.2% work a hybrid model” Forbes

Impact on Business Operations

The adoption of Cloud-Smart UEM has far-reaching implications for business operations.

• Efficiency: Streamlining management processes leads to increased operational efficiency, reducing downtime and IT support workload.
• Security: A proactive, cloud-smart security approach ensures the organisation remains resilient against evolving threats.
• User Satisfaction: With self-service options and a more seamless user experience, employee satisfaction increases.

Impact on Business Strategy

Cloud-Smart UEM doesn't just change how businesses operate; it impacts their overall strategy.

• Scalability: Businesses can scale their endpoint management with ease, adapting to changing device landscapes and business needs.
• Competitive Advantage: An agile UEM strategy can give businesses a competitive edge, ensuring they stay at the forefront of innovation.

 Where to Start? Understand Your Goals

The goals of UEM typically revolve around enhancing security, efficiency, and user experience in the management of these devices. It's important for organisations to define their specific UEM goals based on their unique needs, industry, regulatory requirements, and technology landscape. Setting clear and measurable objectives is crucial for the successful implementation of a UEM strategy.

We recently hosted a Discussion Room at our Client Summit focused on uncovering the maturity of cloud-first UEM strategies among popular UK high street retailers. Here’s what they’re aiming for:

• ‘We’re looking to deploy Microsoft InTune which will allow us to image devices and user profiles remotely, which will make the process more secure, reliable, and efficient. Our current process for managing user profiles causes headaches when it comes to password management. If a user has forgotten their login credentials, the only way they can be reset is by being connected to head offices local network. If you’re a remote worker, nowhere near head office, this can cause a big disruption to the working day. The addition of a cloud-based endpoint management platform like InTune will create a huge improvement in this process.’
• ‘We’re planning on moving to an entire zero trust network setup which will streamline the endpoint management process. The zero-trust network will allow us to have ultimate network security, whilst not sacrificing user experience.’
• ‘Over the next 12 months, we want to streamline the cloud environment and improve the current single sign on procedure. By doing so, we will create a more secure environment across the entire estate. The single sign on project is not just aimed at head office users, it’s aimed at everyone within the business.’

A report by Statista states that in 2021, the global cloud infrastructure services market was valued at over $150 billion, a figure expected to increase significantly in the coming years.

Cloud-Smart UEM is more than just a trend; it's a strategic shift that addresses the modern complexities of device management and security. It's about staying adaptable, efficient, and user-centric. By embracing this approach, businesses can not only optimise their operations but also gain a competitive edge in a rapidly evolving digital landscape.

The post Unleashing Cloud-Smart UEM: The Future of Efficient Endpoint Management appeared first on Retail Assist.

‘Transformation for Resilience’ revolves around a question that is resonating with all industries as we head into the Golden Quarter; “how can we do more with less?" We brought together esteemed experts and thought leaders for our panel discussion at our recent Client Summit, who shared their valuable insights, experiences, and strategies for achieving this delicate balance in today's challenging business landscape.

Hosted by editor of Retail Technology, Miya Knights, the panellists included Vicki Lawrence, Head of Service Delivery at Seasalt, Scott Watson, Managing Director at Barron McCann, and Kieran Bowden, Chief Commercial Officer at Retail Assist. Combined, their expertise spans hospitality, retail, and service delivery, making them the perfect voices to shed light on the importance of doing more with less.

Throughout the discussion, the panel uncovers the ways in which technology empowers businesses to transform and adapt in the face of challenges and opportunities. Key questions addressed include the impact of the cost vs sustainable growth equation on transformation plans, the role of automation in bolstering resilience, and the evolution of physical outlets to support more resilient operations.

Watch the panel discussion here

Click here to watch on YouTube >

Technology acts as an enabler, empowering businesses to transform their operations, streamline processes, and innovate to meet the changing needs of customers. Whether it's leveraging automation, digital tools, or evolving physical outlets, businesses can enhance their efficiency, productivity, and customer experience. Embracing technology becomes crucial for businesses to stay ahead of the competition and navigate the dynamic landscape.

Download the full discussion here >

What you’ll learn from the discussion

1. Retailers are caught between macro forces and the crucial need for innovation

Panellists discuss the challenges faced by retailers in balancing the demands for cost reduction and the need for innovation to sustain growth, emphasising the significance of discussing how retailers can transform and innovate in a resilient manner.

2. Digital technology as a crucial tool for business transformation

Explore how digital and tech advancements are empowering businesses to transform and adapt, dissecting the ways in which technology enables retailers to do more with less and drive sustainable growth.

3. The impact of cost vs sustainable growth equation on transformation plans

Address the importance of considering the cost implications of transformation plans while striving for sustainable growth, highlighting the potential challenges and opportunities that arise from this equation.

4. The role of automation in bolstering resilience

How automation can contribute to building resilience in businesses, can streamline processes, improve efficiency, and free up resources for strategic initiatives.

5. The evolution of physical outlets to support resilient operations

Explore the ways in which physical outlets are evolving to support more resilient operations and deliberate integration of technology in physical stores to enhance customer experience, optimise inventory management, and enable better decision-making.

Don't miss the opportunity to dive deeper into this engaging panel discussion. Download the discussion transcript and watch the video to gain valuable insights and practical strategies that can drive your business towards resilience and success.

The post Transformation for Resilience: Adapting to Challenges in Retail & Hospitality appeared first on Retail Assist.

Maryanne Fleming has spent her career in the retail industry, working for some amazing brands. In this Q&A, she shares insights into the challenges and opportunities she faced while helping retailers implement new technologies.

Click here to watch Maryanne's interview on YouTube

What led Maryanne to pursue a career in retail technology?

“…And so I walked into Harrods personnel department and was offered a sales assistant job, and from there worked in the shop floor, worked in buying and merchandising, then was seconded into a project in ’97, rolling out their home-built ERP, and training it out to the users and found that I really liked tech and I wanted to stay in tech but I had that business background so I was really lucky that I was able to project manage first of all, planning system implementations.

“And then I got more involved in RFPs at Mothercare. We were looking at ERPs there, then went to Marks & Spencer, got involved in business intelligence. So I've seen, a wide range of it, went to Selfridges did ERPs again in an Oracle project, which I would say is very challenging to go down the Oracle route.”

As for challenges, Maryanne views them as opportunities for growth and learning. Her experience with implementing ERP projects taught her valuable lessons in simplifying processes, iterative development, and avoiding the urge to implement everything at once. Similarly, the implementation of Island Pacific taught her the importance of accepting early pain for long-term benefits. Customising systems to avoid initial challenges ultimately creates more legacy debt.

“You can't work in technology really and say 'I don't like change' because it's evolving the whole time.”

“I do think the industry now, particularly around retail systems, is at a level of maturity where and I will keep saying ‘keep it vanilla’, where vanilla really is industry best practice. And any retailer has got to consider why they would want to do anything but be vanilla when their USP is not about how you shift your stock from the DC to the store or whatever.”

Through the pandemic, we all saw the opportunity to demonstrate how technology can enable remote work at a relatively low cost. This experience showcased technology as an enabler for the organisation, rather than a hindrance. Maryanne emphasises the importance of collaboration between the business and technology teams, with technology serving as a helpful tool rather than a restraining force.

“In the past it's always been that technology ran the projects because we were the only ones who really had project managers and business analysts and we're coming away and being an enabler and not just being seen as a sea anchor stopping them.”

What are your top things to do to make IT successful and your top things not to do to?

“The first thing to make it successful is that it has got to have top-down buy-in. There's no question. You've got to have the management, senior management saying this is the right thing to do… somebody has got to want it, they've got to sponsor it.

"There's got to be a perceived improvement in your day-to-day life. Yes, it's going to be difficult while you learn it, but honestly, the technology is so intuitive now. It's not that difficult. We're all so used to working on a screen, we're all so digitally connected.

"It's more about people thinking it will be difficult. It really won't be.

"I think of the things not to do is to bow to the “but we've always done it this way,” so challenge the status quo. Challenge it every time. And if you don't challenge the status quo, you're probably going to bend something out of shape a little bit beyond this."

What does good look like when it comes to selecting technology, selecting technology partnerships and selecting where to focus your energy and your investment?

“You're not going to really go to Microsoft and say, we like this feature, and they'll go ‘we'll build it in the next release’. That's just not going to happen. But those are the basics that just administer your business. It's not partnering. It's just it's a commodity that you can use and that's fine.

“And you can buy a lot of off the shelf things. And I think Oracle is overcomplicated because you can over-configure it and you end up being so fancy with it. It almost can't do what you wanted it to do.

“So something like Merret, which was built with retailers in mind, is much more likely to be a better product because it is very much built in. You don't need to hugely configure it because it's meant to do what it does. And that’s when you get into proper collaboration. When you're starting to say, look, we want to do this thing and it is good enough for the supplier to want to build into their base code so that their product becomes more marketable, but you get the benefits of that functionality.

“I find that that is an overlooked value in the relationship, which is how to innovate together and when not to actually. Because there is real intrinsic value in a partnership between a retailer and a technology company.

“Because you’re a retailer and they’re a technology company, they don't know retail as well as, you know retail and you don't know technology as well as they know technology and so the fusion can be quite magical when you apply it to the right places.”

Do you think the next CEO should be the former CIO or CTO?

“It's an interesting one because some people here have worked at Aurora, and, the basement was where IT were put, wasn't it? When I worked at Harrods, I moved into a technology team, we were called engineers then and I was put in the server room and told if the alarm went off, I had 30 seconds to get out because the halon would suffocate you.

“But I think what it's what has really changed is that it's become a much more diverse team and that the idea of management of change and landing change in teams has become part of what IT offer. We're enablers to achieving business outcomes.

“I do think bringing people in from non-IT backgrounds is incredibly important in order to get the diversity you need. And that's not just about gender or race or educational background, it's diversity of thought. It's diversity of problem-solving approaches.

“So, while there still will always be the need for the genuinely, really techy people … there's an industry level thing and that needs vast investment and it's not an individual company that's going to be doing that. So as IT teams, I would like to see it starting to be called business solutions, there to support the business in achieving their outcomes.”

“So, I think the teams are much more exciting and much more - I'm going to say it - there's many more women now. It's so important.

“It’s turned from engineering to experience - the skillset that is now required in a high functioning technology team. I don't actually think we should call them technology teams anymore.

“Really it has become this fusion of creativity with engineering, discipline, method, process. It's an amalgamation of skills. And aggregation of experience. And I think taking that approach into boardroom context where we are a relentless always-on industry, you don't get to stop the bus to change the wheels, you don't get to stop the plane to change the engine.”

Maryanne Fleming, Former Head of Technology at Monsoon Accessorize

Maryanne is a seasoned technology leader with over two decades experience in pivotal roles, shaping the technological landscape for various UK high street retailers, driving innovation and transformation. Championing women in technology, Maryanne is a mentor and advocate for inclusivity and a driving force behind the advancement of both the technology and retail industry.

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The retail industry is a bellwether for the economy, employing 3 million people in the UK alone. Julian Burnett’s keynote speech at Retail Assist’s Client Summit explores how smart technologies are reshaping the retail landscape both inside retail organisations for employees and outside for consumers.

Click here to watch Julian's keynote speech on YouTube

The Current State of Retail

Julian's opening remarks celebrated the essence of retail: "It's all about people." The UK alone boasts three and a half million people working directly in retail, and when you factor in those behind the scenes and in the service of the retail industry, that number climbs to six to seven million individuals out of a total working population of twenty million.

However, in this world of retail, challenges are a constant companion. Julian highlights how the industry serves as an indicator for the rest of the economy, both local and global. It involves the complex task of pulling products from all over the world and efficiently channelling them to generate profits by the time they reach consumers' hands.

Yet, retail in the UK coexists with an array of economic pressures: the fluctuating costs of products, labour, and space. "You've got on one hand, people that want to spend less and a whole bunch of people want to charge more. Guess who's squeezed? It's our industry ... The government isn't necessarily on our side as an industry. I struggle to understand why because we're the second biggest employer."

Additionally, Julian brought attention to the environmental footprint of the retail industry. Retail generates substantial waste, particularly in terms of food and fashion, and consumes energy at an alarming rate. However, he challenges the industry to take responsibility, saying, "If we're holding the problem and we hold the solution, what a fantastic place to be."

Navigating Economic and Ecological Challenges

In the dynamic world of retail, it's not just economic challenges that need addressing. Julian stressed how the industry must adapt to shifting customer behaviours across various channels, making it abundantly clear that innovation is key to survival.

Focus Areas: Where Should We Direct Our Attention?

Julian encouraged retailers to focus on three pivotal areas:

• • Connections: "It's all about creating connections," Retail thrives on forging meaningful connections between customers, products, and the broader retail ecosystem.
  • Collaboration: There is a symbiotic relationship between technology and collaboration, technology is a catalyst for enhanced collaboration across different facets of the retail business.
  • Technology: "We have a responsibility as an industry,", leveraging smart technologies is essential for addressing challenges and improving efficiency.

The Application of Smart Technologies

Julian took a deep dive into the practical application of smart technologies, raising critical questions:

• • 1. Do You Need More People? Julian posed a straightforward query: Does your business keep adding more employees as it grows? If so, it might be time to explore smart technologies to optimise workforce efficiency.
    2. Scaling Knowledge and Expertise: "How do you scale up the knowledge and expertise of your organization?" Technology can help organisations achieve this without displacing people.
    3. Optimising Stock, Space, and Labour: Smart technologies can help retailers navigate the intricate relationship between these three critical components of the retail business.

Creating Immersive Experiences

Sharing captivating examples of how technology can create immersive customer experiences, Julian highlights the blend of the digital and physical retail. Here are examples from Sook and Pro-Direct:

People Matter Most

People sit at the heart of retail. The importance of nurturing a happy workforce is unmatched, in fact the Retail Trust are looking to prove the link between employee happiness to business performance.

The Promise of Smart Technologies

The potential of smart technologies sit hand in hand with the multifaceted challenges facing the retail industry. In a world where change is constant, embracing smart technologies might just be the key to not only surviving but thriving in the retail industry of tomorrow.
As we look into what is next for the retail industry, Julian's insights serve as a reminder that the future of retail lies with people, technology, and adaptability. It's a journey filled with opportunities, and with the right approach, the retail industry can continue to thrive in an ever-evolving world.

Julian Burnett, NED, Board Advisor, Growth Investor, and Former Digital and Tech Leader

Julian is Founder of Quercus, an independent advisory business which applies his 30+ years experience of digital & technology consulting, strategy, transformation and operational leadership in retail, consumer and tech industries for businesses in start-up, scale-up and turnaround mode.

An experienced Board member and influencer, with an extensive professional network and executive leadership career developed with world class brands including Sainsbury’s, John Lewis Partnership, House of Fraser, British Telecom, BNP Paribas, CapGemini and IBM, Julian has an award-winning track record in eCommerce, digital transformation and technology innovation. Beyond his corporate career, Julian is a successful Growth Advisor, Impact Investor and NED for several digital, consumer product and retail businesses, where he applies a special focus upon strategy, operating model transformation, market activation, leadership coaching & mentoring, technology sourcing and digital product engineering.

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Check out some of the other sessions here.

The post Julian Burnett: Navigating the Future of Retail with Smart Technology appeared first on Retail Assist.