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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Sep- 2025 -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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5 SeptemberFeatures
What does the future hold for Poundland?
Last week Poundland was saved from collapse just days before the company ran out of money after its restructuring plan was approved by a High Court. Barristers told a hearing that it would fall into administration by Friday and could run out of money by 7 September if the plan…
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5 SeptemberLuxury Goods
LuxExperience to cut 700 jobs in YNAP overhaul
LuxExperience has announced plans to cut around 700 jobs across multiple countries as part of a wider restructuring of the Yoox Net-a-Porter (YNAP) business, which it acquired earlier this year in April. The luxury e-commerce group said it expects the measures – which include streamlining operations and consolidating administrative functions…
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4 SeptemberPeople Moves
Mulberry appoints first chief customer and digital officer
Mulberry has appointed Tom Burrow to the newly created role of chief customer and digital officer as the luxury brand continues efforts to revitalise its business. Burrow joins from End Clothing, where he was chief digital officer from 2022 to 2025. He previously also spent two years at Reebok, first…
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Aug- 2025 -22 AugustSupermarkets
Co-op launches ‘tap to join’ memberships
Co-op has announced the introduction of ”tap to join” memberships on its new electronic shelf labels. The NFC technology utilised on the electronic shelf edge label directs the shopper to Co-op’s membership webpage via their own mobile phone where they can sign-up. Co-op confirmed earlier this year that it had…
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