Customer Experience
This coverage explores how retailers enhance customer experience to drive loyalty and sales, with a focus on strategies relevant to UK retail operations. Topics include in-store and online service innovations, staff training initiatives, omnichannel integration, technology adoption, and evolving consumer expectations — offering insights for executives shaping customer journeys, improving satisfaction, and aligning service with brand values.
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Oct- 2025 -7 OctoberPeople Moves
Vestiaire Collective appoints new CEO
Paris-based fashion resale platform Vestiaire Collective has announced the appointment of Bernard Osta as chief executive, succeeding Maximilian Bittner, who has led the company for the past seven years. Osta joined Vestiaire Collective in May 2021 and has held senior leadership roles including chief strategy officer and, most recently, chief…
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6 OctoberFeatures
Fresh no more: Amazon’s online grocery strategy explained
Amazon has announced it will close all 14 of its Amazon Fresh stores in the UK, while converting a further five into Whole Foods Market locations. By the end of 2026, the company will operate 12 Whole Foods stores across the country, including a recently opened branch in Chelsea and…
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Sep- 2025 -30 SeptemberDIY
Tapi Carpets FY profits almost double to £15.9m
Tapi Carpets has reported that its operating profits rose to £15.9m in the year to 28 December 2024, almost double the £8.1m posted a year earlier, owing to new store openings and the acquisition of former Carpetright outlets. During the period sales increased by 33% to £227m, which was supported…
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29 SeptemberComment
The dos and don’ts of installing EV chargers at retail parks
Electric vehicle (EV) adoption is accelerating across the UK, and retail parks are uniquely suited to support this shift. With more EVs on the road, the demand for good locations to charge is paramount. With their large car parks and numerous amenities, retail parks are well suited for hosting an…
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25 SeptemberDepartment Stores
DFS profits rebound to £32.9m
DFS has announced it has returned to profit in the year ended 29 June 2025, posting a profit-before-tax of £32.9m, up from a loss of £1.7m. Alongside this, the company saw its revenues jump 4.4% to £1.03bn, up from £987.1m in the previous year. It also saw its reported order…
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25 SeptemberClothing & Shoes
H&M profits soar 40% in Q3 despite muted sales
H&M has seen operating profits rocket by 40% to SEK 4.914bn (£389m) in its third quarter, despite sales only rising by 2% to SEK 57,017m (£4.51bn) over the period. The lower sales came as the group operated from 4% fewer stores at the end of the quarter compared with last…
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22 SeptemberFeatures
Journey to AI: build strong foundations for retail success
While AI has been grabbing headlines and presenting a vision of what is to come, AI is real and effective right now, and it forms the keystone of the retail industry’s future. But for many businesses, the journey to AI feels like a daunting one. Fragmented data systems, legacy processes,…
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17 SeptemberClothing & Shoes
Quiz summer sales jump 14% after restructuring process
Quiz Clothing has reported that its like-for-like store sales rose by an average of 14% in July and August following a restructuring earlier this year, with online sales increasing by 5% over the same period. The fashion retailer, which is based in Scotland, introduced a streamlining strategy in February that…
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16 SeptemberFeatures
Why Inditex is betting on speed while rivals retract
Fashion retail is in a moment of reckoning. Inflation, freight costs and currency headwinds are pressuring margins across the board, while digital disruption continues to reshape how consumers shop. Many players have responded by scaling back their physical footprint, trimming overheads, or leaning heavily into online channels. But Inditex, the…
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10 SeptemberDIY
Wickes HY PBT rises 17% to £27.3m
Wickes has revealed that its adjusted profit-before-tax rose 16.7% to £27.3m for the half-year ended 28 June 2025, up from £23.4m in the same period last year. Alongside this, the retailer posted total revenues of £847.9m for the period, an increase of 5.6% from the £803.2m it posted in the…
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