Donna Stevens, Senior VP, Global Marketing, Flooid
with Donna Stevens, Senior VP, Global Marketing, Flooid
Donna Stevens introduces Flooid as a global SaaS provider delivering a composable unified commerce platform designed to enhance in-store experiences. The platform brings together point of sale, mobile solutions, self-checkout and associate tools to help retailers better engage customers while improving operational efficiency.
She highlights a key shift in retail technology, moving away from deploying tools for their own sake and refocusing on human engagement. While innovation such as AI and automation is widespread, Stevens emphasises that retail remains fundamentally about people. Technology should support both customers and store associates, making experiences more meaningful rather than more complex.
Stevens also discusses Flooid’s position within a wider ecosystem alongside GLORY and Acrylic. Together, they provide an end to end retail solution that spans front and back of house operations, payments and food service. This integrated approach helps retailers avoid fragmented systems and instead deliver consistent and efficient customer journeys.
Looking ahead, she describes agentic AI as a supporting layer rather than a replacement for human interaction. In her view, the future store will combine automation with personal service, creating a more seamless and even “magical” shopping experience driven by anticipation and convenience.
Nigel Oddy, CEO, American Golf
with Nigel Oddy, CEO, American Golf
Nigel Oddy explores how technology is transforming the traditionally conservative world of golf retail. He explains that the sport is becoming younger and more data driven, with players increasingly relying on insights generated by equipment and digital tools.
In store, American Golf combines expert staff with advanced technology such as launch monitors. These tools provide detailed data on swing speed, ball trajectory and performance, enabling staff to recommend the most suitable equipment for each customer. The result is a highly personalised and consultative buying experience, often lasting over an hour.
Oddy stresses that technology is only effective when paired with knowledgeable staff. The combination of human expertise and data driven insights builds trust and drives strong customer loyalty, reflected in consistently high customer satisfaction scores.
When evaluating new technologies, the business focuses on three priorities: delivering a strong customer experience, treating every customer as a VIP and supporting its ambition to be a one stop shop for golf. Looking ahead, Oddy expects innovation in the sport to continue at pace, with new tools and data capabilities further enhancing both performance and retail experiences.
Shannon Osman, Head of Retail, Footasylum
with Shannon Osman, Head of Retail, Footasylum
Shannon Osman discusses the challenges and opportunities of rapid retail growth, particularly in maintaining clear communication across expanding store networks. While growth has created new opportunities, it has also required a stronger focus on alignment and messaging across teams.
With a workforce made up largely of Gen Z employees, Footasylum has adapted its approach to communication and technology. Osman explains that systems must feel intuitive and familiar, often resembling the social platforms employees use daily. If tools are not engaging, they simply will not be adopted.
She highlights the impact of Zipline, a platform that has streamlined communication, task management and employee engagement across stores. It has enabled more direct interaction with staff, improved clarity and even introduced new ways of recognising performance through employee voting and feedback.
On AI, Osman takes a pragmatic view. While acknowledging its limitations, particularly in recruitment where AI generated CVs lacked individuality, she sees strong value in operational use cases. For example, AI tools can provide instant access to information such as refund policies, helping staff serve customers more quickly and effectively.
Richard Barnett, VP EMEA and APAC Sales, Flooid
with Richard Barnett, VP of EMEA & APAC Sales, Flooid
Richard Barnett provides a global perspective on retail technology, drawing on Flooid’s work with major UK brands including Marks and Spencer, Waitrose and WHSmith.
He notes that while retail challenges are broadly similar worldwide, regional priorities differ. In the UK, there is a strong focus on value, efficiency and resilience, particularly in response to recent cyber security concerns. In contrast, markets in APAC are often more focused on future innovation and AI adoption.
Barnett highlights the growing importance of flexibility in customer experience. UK consumers expect choice in how they shop and pay, from traditional methods to digital wallets and mobile payments. Meanwhile, other regions are prioritising frictionless experiences that minimise effort at checkout.
Looking ahead, he points to continued development in technologies such as smart carts and checkout free stores. However, he stresses that success depends on aligning technology with consumer behaviour rather than forcing adoption. Retailers are increasingly seeking solutions that address specific business challenges rather than simply replacing existing systems.
Meriel Neighbour, Director of Technology Delivery and Transformation, River Island
with Meriel Neighbour, Director of Technology Delivery and Transformation, River Island
Meriel Neighbour explores the complexity of delivering large scale technology transformations in retail, including the implementation of platforms such as Shopify. She emphasises the importance of aligning business and technology teams, ensuring that solutions are properly adopted and deliver real value.
She identifies three key challenges in transformation: securing time and input from business teams, ensuring high quality real time data and building seamless integrations across systems. Without these foundations, even the most advanced technology will fail to deliver.
Neighbour offers a detailed vision of the future shaped by agentic AI. She describes a fully connected shopping journey where consumers can discover, select and purchase products across multiple brands through a single, seamless experience. AI agents would manage everything from product discovery to payment and delivery, based on a deep understanding of customer preferences.
She also highlights the potential for AI to improve areas such as sizing and returns, reducing friction and inefficiencies in the current retail model. In store, experiences could become more interactive and personalised, with technologies such as virtual fitting mirrors and real time recommendations.
Despite this, Neighbour believes physical stores will remain important. Their role will evolve to focus more on experience, personalisation and brand engagement, supported by technology rather than replaced by it.
Key Takeaways
Across all interviews, a consistent theme emerges. Technology is no longer the end goal but an enabler of better experiences. Whether through AI, data or unified platforms, the most successful retailers are those that balance innovation with human connection.
As retail continues to evolve, the focus will remain on delivering seamless, personalised and engaging experiences that meet the expectations of increasingly empowered consumers.
