Customer Community
Strategy, sentiment, experience and data to enhance customer journeys
Uniting retail and associates to explore customer experience, sentiment, data analytics, and trends for enhancing customer-centric innovation.
The Customer Community brings together retail and associate members to focus on topics such as customer experience, customer journeys, customer sentiment and trends, and the supporting analysis and customer-centric innovation that enhance these.
We delve into specific areas such as customer relationship management, personalized marketing, loyalty and conversion and retention, and leveraging data analytics to understand customer preferences and behaviour.
By sharing insights, best practices, and industry trends, the group aims to equip its members to understand the landscape of opportunities and thought leadership in this space.
Member input and feedback are crucial for us to deliver this aim successfully.
For examples of recent policy wins on behalf of members from this and other communities, check out our Member Value Statement 2026.
Functions
The following key roles and the teams that report into them:
Chief Customer Officer
Director of Marketing / CMO
Head of Customer Experience
Chief Retail Officer
Director of Retail Strategy
Director of Retail Development
Chief Operating Officer (COO)
Chief Commercial Officer
Head of Merchandising
Head of E-commerce
Director of Customer Relations
Latest Content
- Member Access
ReportFootfall Monitor: Subdued Footfall Reinforces Need for Budget Support for Retail
04 Sep 2026 - Member Access
ReportShop Price Monitor: Shop price inflation reaches two year high
01 Sep 2026 - Member Access
ReportEconomic Monitor: Energy costs climb again, food inflation falls to two-year low
21 Aug 2026 - Member Access
ReportConsumer Sentiment Monitor - August 2026
20 Aug 2026 - Member Access
ReportScottish RSM July 2026: July joy as retail sales soar
14 Aug 2026 - Member AccessReport
Retail Sales Monitor July: Consumer demand cools as temperatures soar
11 Aug 2026 - Member AccessReport
Footfall Monitor: Too hot for the High Street
07 Aug 2026 - Member Access
ReportSummer 2026: Retail Outlook
30 Jul 2026 - Member AccessReport
Shop Price Monitor: Retailers keep prices low despite mounting cost pressures
28 Jul 2026 - Member AccessReport
Consumer Sentiment Monitor - July 2026
23 Jul 2026
Upcoming Events
EventLeadership ProgrammeBRC Retail Masters 2027
Mon 15 - Thu 18 MarThe Form Rooms, Covent Garden
EventLeadership ProgrammeBRC Leadership Essentials [January Cohort]
Mon 11 Jan '27 - Wed 17 Mar '27Thrive LMS & Teams
EventWebinarPeak Trading: Market Trends and Shopper Behaviour Across the Golden Quarter
Wed 7 October11:00 - 12:00Livestorm- EventLeadership Programme
BRC Leadership Essentials [October Cohort]
Wed 7 Oct - Wed 9 DecThrive LMS & Teams 
EventRoundtableBuilding the AI Skills Roadmap for Retail
Tue 6 October09:30 - 12:00The Form Rooms, 22 Tower Street
EventRoundtableBRC - Bank of England Directors' Round Table
Wed 30 September12:30 - 14:00Bank of England, Threadneedle Street, London EC2R 8AH
EventDesigning Fulfilment Models that Deliver for Customers
Thu 24 September11:00 - 12:00Livestorm
EventLeadership ProgrammeBRC Leaders Summer School 2026
Mon 21 SeptemberThe Form Rooms, London
EventExternal EventConferenceLondon Packaging Week
Wed 16 - Thu 17 Sep10:00 - 16:00Excel London- EventLeadership Programme
BRC Leadership Essentials [September Cohort]
Wed 26 Aug - Wed 28 OctThrive LMS & Teams
What our members say
The BRC is invaluable in bringing retailers together to discuss crucial topics and then lobby the retailer message to government on our behalf. The BRC’s media presence and focus on promoting the interests of retailers allows us to align on issues impacting the sector.
A very effective business network that provides insight and coordinates industry opinion.
The BRC continues to do an excellent job of supporting the retail sector and its individual members on a wide variety of issues.
Adds a lot to our business, great sounding board, very well connected and able to influence.
A positive and considered voice for our industry, useful learning/ business-focused communities that help our team in their roles, and data insights that help us benchmark our performance.
Community Manager
Tina Spooner
Strategic Insight Manager
Tina has over 20 years research experience in the UK retail industry, having worked with senior retailers across traditional and online retail organisations.
Prior to joining the BRC she was an Advisor on the Digital Business Council at Forrester Research, and also worked at IMRG where she launched the UK’s first Online Sales Benchmark.
Join a community
Join our member communities and get more advice and support on issues that matter to you.
