Retail Disrupted

Millions of people are already shopping with AI. It's rewiring how customers discover, browse, and buy products - and we're really just getting started. Deann Evans, Shopify's Managing Director, EMEA, joins Natalie Berg to share how Shopify is building AI into the fabric of commerce and what that means for retailers over the next 3–5 years. 
We dig into agentic commerce, unified commerce, and how retailers can offer a consistent experience across stores, apps, marketplaces and AI assistants. We also dive into ecosystem shifts like the Universal Commerce Protocol (UCP) – and what it means when your products, prices and inventory start surfacing directly inside AI-led experiences, not just on your own site. 
For GMs, CX leaders, e-commerce heads and board level strategists, this episode offers a clear lens on how AI is reshaping the retail landscape – and the decisions you need to prioritize now to stay relevant.
TIMESTAMPS
2:15 – How AI Already Shapes Everyday Shopping / 6:45 – Agentic Commerce – From Discovery to Purchase / 12:30 – Unified Data Foundations – Building a Single Source of Truth / 17:00 – Trust, Control & Governance – Where Humans Stay in the Loop / 22:15 – Execution Playbook – Moving from Pilots to Production / 27:30 – Key Actions for Retail Leaders 
🔔 Subscribe to Retail Disrupted for weekly insights from the leaders and disruptors shaping the future of retail.

What does "luxury" mean when your brand is over 300 years old, your customers span Gen Z to Royal Households, and your products have to delight both online and in-store? In this Retail Disrupted episode, Fortnum & Mason's Director of Buying for Hampers, Fashion, Beauty & Home, Jo Newton, lifts the lid on how a heritage icon stays radically relevant.
You'll learn:
• How Fortnum & Mason defines modern luxury beyond logos and price
• The role of "joy" as a core KPI for products and experiences
• How tight supplier relationships fuel innovation without diluting heritage
• Why gifting, hampers and service are being redesigned for a new generation of luxury customers
Plus a little bit of Fortnum & Mason trivia – from Charles Dickens being a fan to the invention of the Scotch egg!
🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Jo will be continuing the conversation on protecting brand equity while still evolving for the future of shopping. Retailers, there's still time to register your interest here: https://richmondevents.com/forums/details/ret26

What happens when a major retailer hands the reins to AI? In this episode, Natalie Berg is joined by Simon Ellis, Head of AI Transformation and Enterprise Architecture at Pets at Home, to unpack how AI is quietly reshaping the way we shop – from loyalty and personalisation to agentic shopping and AI search.
We dig into how Pets at Home is using AI to:
- Turn a traditional loyalty scheme into a real-time, intelligent pet-care companion
- Move from "segment marketing" to genuinely individual experiences at scale
- Connect data across stores, vets and e-commerce to power smarter decisions
- Prepare for a world where AI agents do more of the shopping for us
🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Simon will be taking part in our AI session. Retailers, there's still time to register your interest here: https://www.richmondevents.com/contact/request?Item=DelegateInvite&EventCode=RET26
THIS EPISODE IS FOR RETAIL LEADERS WHO WANT TO:
- Understand the real opportunities of AI beyond hype and pilots
- Work out where agentic shopping fits into their strategy
- Futureproof their customer experience, loyalty and retail media plans
- Learn how to organize teams, data and governance for AI transformation
ABOUT MY GUEST
Simon Ellis is Head of AI Transformation and Enterprise Architecture at Pets at Home, the UK's leading pet care business. He sits at the intersection of tech, data and commercial strategy – turning AI from a buzzword into measurable value across the group.
ABOUT THIS CHANNEL
Retail Disrupted™ is a Top 5% Global Podcast hosted by retail analyst and author Natalie Berg. Every episode is a strategy briefing for leaders navigating the future of shopping – from AI and agentic commerce to loyalty, retail media and store innovation.
If you're a retailer, brand, investor or board member who needs clear answers on where retail is headed – you're in the right place.
Subscribe for weekly learnings from the leaders and disruptors shaping the future of retail.

On this episode, Natalie Berg welcomes Tim Payne, Managing Director of Charles Clinkard, a leading UK independent footwear retailer with over a century of heritage. Join us as Tim shares invaluable insights from the frontlines of retail, detailing Charles Clinkard's remarkable evolution from a 97% in-store operation to a diversified business that has successfully transformed for a digital era.
You'll learn how Charles Clinkard prioritizes customer service and meticulous brand curation as core differentiators in a competitive market. We dive deep into the intricate "SKU problem" unique to footwear - navigating vast sizing complexities, low stock holdings, and the ever-present challenge of markdown risk. 
A highlight of this discussion is Charles Clinkard's pioneering work with AI. Tim details their successful three-year project, which led to a 6% sales increase alongside a 10% profit boost through saved margin and reduced markdowns. You'll learn how this foundational AI implementation is now paving the way for future operational efficiencies, including automatic replenishment and faster speed to market.
This is an essential listen for retail leaders navigating the future of shopping, seeking to futureproof their businesses through unified inventory systems, data-driven decision-making, and a culture of continuous adaptation.

Delivery isn't a back-end operation anymore – it's a frontline customer experience. In this episode of Retail Disrupted, we unpack the psychology of delivery and why retailers are now held responsible for every knock, delay and "Sorry we missed you" card.
District Marketing Director Morgan Rivers (UPS - UK, Ireland and Nordics) joins Natalie Berg live from The Delivery Conference to explore how choice, control and trust are reshaping last-mile strategy – and why 40% of cart abandonment is delivery-related.
In this episode, retail leaders will learn:
• How delivery has become a critical extension of your brand experience – not just the carrier's job
• Why predictability often beats speed and how to design delivery promises customers actually believe
• The optimal number of delivery options (and why too much choice kills conversion)
• What the rise of lockers and out-of-home delivery really means for convenience and sustainability
• How international shoppers think differently about delivery – and why "one size fits all" no longer works
• Practical ways to communicate delays, failures and issues without destroying trust
• How to prepare for AI, real-time tracking and new consumer expectations in the last mile

This episode is brought to you from The Delivery Conference, powered by Metapack. Learn more here: https://www.thedeliveryconference.com/TDC2026 

If you're a retail leader, GM or board member navigating disruption in e-commerce, fulfilment and customer experience, subscribe for weekly deep dives on the future of shopping.