Retail Reimagined: Insights, Innovation, and Customer Connection
This event is exclusive to BRC Retail Members and by invitation only.
As the retail landscape continues to evolve at an unprecedented pace, staying ahead requires sharp insights, bold innovation, and a relentless focus on customer experience. This half-day event brings together retailer members from our customer community to explore the trends, technologies, and strategies shaping the future of retail in 2025 and beyond. Featuring expert-led sessions from industry leaders, including Google and Mastercard, and insights from the British Retail Consortium (BRC), this event provides actionable takeaways to address pressing challenges and seize emerging opportunities.
Key Takeaways
- 1
An overview of 2025's consumer
Discover the behaviours, motivations and trends of customers in 2025.
- 2
Prioritise new tech innovations
Discover which tools to prioritise and implement to stay ahead of the curve
- 3
Learn practical strategies for retention
Discover the latest innovations for high-quality customer experiences that build loyalty
- 4
Navigate a volatile market
Gain the exclusive insight and the tools needed to navigate a rapidly changing retail market
Agenda
12.30 - 13.15 Lunch and Networking
13.15 - 13.30 Welcome & Introduction: The State of Retail in 2025
- Delivered by BRC’s Director of Insight, Kris Hamer.
- Key retail themes facing the industry and how we will be addressing them throughout the event.
- Goals for the day: Inspire collaboration and deliver actionable insights to tackle the year ahead.
13.30 - 14.15 Session 1: Navigating Economic and Consumer Trends in 2025
Led by: BRC Insight Team
Topics Covered:
- Latest Economic & Fiscal Outlook
- Retail Sales & Footfall Trends
- Consumer Sentiment
Session Focus:
This session establishes a foundation for understanding the broader market forces and consumer dynamics that will influence business strategies in 2025.
An interactive session from BRC Insight team, moderated by Tina Spooner, Strategic Insight Manager, BRC
Kyle Rose, Senior Analyst, BRC
Harvir Dhillon, Economist, BRC
Asim Dey, Economist, BRC
14.15 - 14.50 Session 2: Technology and Innovation: Priorities for Retailers in 2025
Led by: Rupi Goel, Head of Retail - Grocery, Marketplaces and Department Stores, Google.
Topics Covered:
- AI vs. Search: The rise of GPT models in reshaping product discovery and decision-making processes.
- Future of Information Discovery: How retailers can adapt to Google's evolving search capabilities for better visibility and conversion.
- Personalisation at Scale: Using AI to deliver hyper-targeted shopping experiences across customer touchpoints.
- Omnichannel Optimisation: How Google’s tools enable seamless customer journeys, bridging the gap between digital and in-store experiences.
- Actionable Retail Insights: Using AI-driven data to anticipate customer needs and streamline inventory and operations.
Session Focus:
This session explores how retailers can harness the latest advancements in AI and search to innovate and remain competitive in 2025.
14.50 - 15.10 Coffee break and networking
15.10 - 15.45 Session 3: Elevating the Customer Experience: The Heart of Retail Success
Led by: Mastercard
Topics Covered:
- Next-Level Loyalty: How providing utility and convenience can strengthen customer loyalty.
- Data-Driven Personalisation: Mastercard’s approach to personalisation strategies that drive more relevant offers and experiences.
- Seamless Omnichannel Experiences: The evolution of the shopping experience and the distinctive role of stores.
- Driving Retention Through Innovation: New ways to pay that offer a more seamless and secure checkout process.
Session Focus:
This session provides actionable strategies to deepen customer relationships and enhance experiences using Mastercard's expertise.
15.45 - 16.00 Closing Remarks: Actionable Takeaways for 2025
Led by: BRC’s Director of Insight, Kris Hamer.
Key Themes Recap:
- Economic Resilience: Practical steps to navigate market volatility while optimizing operational efficiency. (Ties to Session 1)
- Innovation in Technology: How to embrace AI, search advancements, and omnichannel tools to stay ahead of the curve. (Ties to Session 2)
- Customer-Centric Strategies: Building loyalty and delivering seamless, personalized experiences to foster long-term relationships. (Ties to Session 3)
- Practical Implementation: Integrating insights from across sessions into a cohesive 2025 action plan.
16.00 - 17.00 Networking Drinks
HEAR FROM...
Kris Hamer PhD
Director of Insight, BRC
Kris leads the BRC insight offer for its members and subscribers. He joined the BRC in 2022, having worked within the industry for over 25 years. Kris started his career on the shop floor at Tesco and Waitrose and subsequently led insight and operational change teams at major UK retailers including Asda and SSP Group. He has a PhD in applied statistics from a study on retail data and is a visiting fellow of Henley Business School.
Kris is a champion of the opportunities the industry provides to people of all backgrounds and is passionate about simplifying complexity that enables understanding and drives action.
Tina Spooner
Strategic Insight Manager, BRC
Tina is Strategic Insight Manager at the BRC, ensuring retail members derive maximum benefit from our insight offering.
She has over 20 years experience working in the retail industry, having previously worked at Forrester Research and IMRG.
Kyle Rose
Senior Analyst, BRC
Kyle has more than a decade of experience in data analytics in the retail industry.
He joined the BRC in 2024 and his primary responsibilities are the Retail Sales Monitor and Consumer Sentiment Monitor, looking at trends within the retail market.
Harvir Dhillon
Economist, BRC
Harvir is Economist at the BRC, focussing on the big trends within the retail sector and the macroeconomy more broadly. Primarily leading on our Shop Price Index and Economic monitors, he also leads the BRC’s HR Benchmark and Payments surveys. He closely monitors economic activity, the retail labour market and the cost of living in the UK.
Asim Dey
Analyst, BRC
Asim is an Analyst at the British Retail Consortium. He has over 18 years experience and joined the BRC's Insight Team in 2019. In his current role, he contributes to the Footfall and Property Monitors, providing insights into retail trends and performance.
