The World Retail Congress 2025 opened in London with a sold-out crowd and a bold agenda tackling retail’s most urgent challenges—from AI integration and sustainability to diversity and the evolving role of physical stores. Key themes included the immediate business impact of AI, connecting with Gen Z and Gen Alpha, embedding inclusion and circularity into strategy, and reimagining stores as immersive, tech-enhanced brand experiences.
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GLOThe World Retail Congress 2025 kicked off today in London and brought together the global elite of retail decision-makers, disruptors, and innovators. With a sold-out audience and a packed agenda, this year’s Congress signaled a critical inflection point for an industry racing to adapt to seismic technological, societal, and economic shifts.
GLO overview of the key topics discussed today:
AI at the Heart of Retail Reinvention
Artificial Intelligence (AI) emerged as the central theme, not as a futuristic concept, but as a present imperative. Sessions like “Leading the AI Revolution” featured voices from Alibaba, J.Crew, Falabella, and AlixPartners debating how to embed AI into retail strategy without losing sight of people, process, or risk.
Sandra Stanley from dunnhumby presented real-world impacts of AI in her keynote “Responsible Innovation,” demystifying AI’s commercial value. From intelligent inventory and supply chains to agentic AI—self-operating systems poised to revolutionize eCommerce—the message was clear: AI is not optional, it’s essential.
A highlight was Brunswick Group’s exclusive consumer research unveiling how customers actually feel about AI in retail—underscoring a critical tension: while efficiency is welcomed, consumers crave ethical transparency and personalization.
Redefining Consumer Connection in a Fragmented World
Another hot topic was the rapidly evolving consumer landscape. Gen Z and Gen Alpha were dissected not only as future customers but as employees and creators of culture. Sessions like “The Next Generations in Retail” provided fresh insights from student-researchers and retail leaders alike.
Retailers like SNIPES and Estée Lauder emphasized community-first approaches, leveraging culture, entertainment, and local partnerships. “Building Worldwide Communities” showcased SNIPES’ success in engaging youth through music, sport, and streetwear, while Shopify and Cognizant discussed the future of agentic AI personalization.
The session “Creating Special Discovery Moments” tackled how brands like Uber and Criteo are bringing back the joy of shopping—offline and online—by crafting unique moments that turn attention into loyalty.
Sustainability Meets Realism
Retail’s sustainability ambitions faced critical scrutiny. Helena Helmersson (ex-H&M, now Chair of Circulose) addressed the tough trade-offs retailers face in “The Business of Sustainability.” Meanwhile, the session “Winning with the Circular Economy” revealed data showing up to 85% of textiles still end up in landfills—sparking debate on how to balance regulation, profitability, and the planet.
Notably, Currys, Primark, and Ellen MacArthur Foundation shared practical frameworks to integrate circularity into business models, not just marketing slogans.
Inclusive Leadership and Human-Centered Innovation
Inclusion remained a cornerstone, with sessions like “Why Inclusive Leadership Matters More Than Ever” and “Why Are Some Trying to Exclude DE&I?” revealing both progress and ongoing resistance. Allyson Zimmerman (LEAD Network Europe) and Tracey Clements (ex-Tesco, BP) led frank conversations about gender parity, representation at the CEO level, and how inclusion links directly to better business outcomes.
Humanizing data was another powerful narrative. MARS and author Alex Genov explored how to retain empathy in a data-driven world, reminding attendees: “Forget the customer, see the person”.
Physical Stores Make a Comeback
Contrary to doomsday predictions, physical retail isn’t dying—it’s transforming. “The Future of Physical Retailing” spotlighted immersive in-store concepts from Disney, Jaguar Land Rover, and Tendam. John Ryan of Newstores showed how stores blending digital and physical experiences are redefining the role of brick-and-mortar.
Even in luxury, physical presence remains crucial. A closing panel with executives from Manolo Blahnik, Prosper Brands, and Walpole explored how in-person elegance and exclusivity still resonate in an increasingly digital luxury market.
A New Retail Compact
Three takeaways dominated this year’s Congress:
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AI is here and now—and must be deployed responsibly.
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Inclusion and sustainability are not “nice to haves” but growth enablers.
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The store is not dead—but its role must evolve fast.
From immersive AI demos and exclusive research launches to heartfelt panels on leadership and equity, the World Retail Congress 2025 proved that retail is not just reacting to change—it’s rewriting the rules. As retailers look ahead to 2026, the call to action is clear: act boldly, think globally, and always keep the human at the center.
Source: GLO
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