In the current climate, retailers must continually reassess their priorities as consumer behaviours shift. Technology shifts, data security, agile supply chains and price wars are all causing retailers to need to constantly re-think their forecasts and business models.
Engagement with digital technology is paramount and growth continues to reshape the sector. In May 2026, online sales accounted for 27.6% of total retail sales in Great Britain. At the same time, 35% of UK consumers now use AI to help them shop, yet only 46% of UK retailers say they currently enable customers to shop and complete transactions easily across online and offline channels.
For retailers, the transformation challenge is no longer just about ecommerce. It is about creating a connected retail operating model across stores, online, mobile, social, fulfilment, payments, loyalty, customer service and supply chain.
Customers now expect a seamless experience across every channel. They want availability, speed, value, personalisation and convenience, while retailers are under pressure to protect margins, reduce cost, manage stock more effectively and respond quickly to changes in demand.
At the heart of this agenda is a complex technology ecosystem. Retailers are investing in ERP, CRM, ecommerce platforms, order management, warehouse management, point of sale, payments, data and analytics, customer engagement, cyber security, workforce management and AI-enabled decision support.
Artificial Intelligence is accelerating this transformation. Retailers are using AI and automation across demand forecasting, merchandising, pricing, product recommendations, customer service, fraud detection, supply chain optimisation, content generation and operational decision-making.
But technology alone is not enough.
Successful retail transformation depends on clean data, integrated systems, resilient architecture, strong cyber security, effective governance and the ability to deliver change across complex, fast-moving organisations.
Cyber resilience has also become a board-level issue. Retailers hold valuable customer, payment, loyalty and operational data, and the sector’s dependence on digital channels, connected stores and third-party platforms means that resilience, identity management, data protection and business continuity are now central to the transformation agenda.
All of these things require significant change and transformation. That can seem daunting, but with the right calibre of leadership, governance and specialist delivery capability in place, it is eminently achievable.
Exceptional People has the leadership and delivery capability required to turn strategic ambition into successful business outcomes.
