Retail Is Emotional, Not Rational with Kate Hardcastle The Customer Whisperer | RTS 2026
In this Omni Talk Retail episode, recorded live at Retail Technology Show 2026 in London, Chris Walton speaks with Kate Hardcastle, also known as the Customer Whisperer, about what truly drives consumer behavior in today’s retail landscape.
Kate shares why shopping is fundamentally emotional, not rational, and explains how brands often misread customers by relying too heavily on data without understanding the human context behind it. Drawing from her work across industries, she introduces the idea that consumers hold multiple, sometimes conflicting values at once, and why that complexity is…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.