Latest / Omni Talk Retail / Retail Is Emotional, Not Rational with Kate Hardcastle The Customer Whisperer | RTS 2026

Transcript

Retail Is Emotional, Not Rational with Kate Hardcastle The Customer Whisperer | RTS 2026 · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everybody.
• 0:01
  Welcome
• 0:01
  back.
• 0:01
  This
• 0:01
  is
• 0:01
  Omnitalk
• 0:02
  Retail.
• 0:02
  I'm
• 0:03
  coming
• 0:03
  to
• 0:03
  you
• 0:03
  live
• 0:04
  from
• 0:04
  the
• 0:04
  retail
• 0:05
  technology
• 0:05
  show
• 0:05
  in
• 0:06
  London
• 0:06
  in
• 0:06
  the
• 0:06
  Fusion
• 0:07
  podcast
• 0:07
  studio.
• 0:08
  And
• 0:08
  joining
• 0:08
  me
• 0:08
  now
• 0:09
  is
• 0:09
  someone
• 0:09
  who
• 0:10
  I
• 0:10
  just
• 0:10
  met
• 0:10
  at
• 0:10
  this
• 0:11
  show
• 0:11
  and
• 0:11
  kind
• 0:11
  of
• 0:12
  surprised
• 0:12
  that
• 0:12
  I
• 0:12
  haven't
• 0:12
  met
• 0:12
  her
• 0:13
  before.
• 0:13
  Actually,
• 0:13
  we
• 0:14
  were
• 0:14
  just
• 0:14
  talking
• 0:14
  about
• 0:14
  that
• 0:14
  before
• 0:15
  we
• 0:15
  hit
• 0:15
  record,
• 0:15
  and
• 0:16
  that
• 0:16
  is
• 0:16
  Kate
• 0:16
  Hardcastle,
• 0:17
  AKA
• 0:18
  the
• 0:18
  Customer
• 0:19
  Whisperer.
• 0:19
  Kate,
• 0:20
  how
• 0:20
  are
• 0:20
  you
• 0:20
  today?
• 0:21
  I'm
• 0:21
  really
• 0:21
  good.
• 0:21
  Thank
• 0:21
  you
• 0:22
  for
• 0:22
  having
• 0:22
  me.
• 0:22
  Yeah,
• 0:22
  no,
• 0:23
  it's
• 0:23
  a
• 0:23
  blast
• 0:23
  to
• 0:23
  meet
• 0:23
  you.
• 0:24
  So
• 0:24
  tell
• 0:24
  us
• 0:24
  about
• 0:24
  yourself
• 0:25
  and
• 0:25
  how
• 0:25
  one
• 0:25
  becomes
• 0:26
  the
• 0:26
  customer
• 0:27
  Whisperer.
• 0:28
  Well,
• 0:28
  it
• 0:28
  wasn't
• 0:28
  intentional.
• 0:28
  Okay.
• 0:29
  But
• 0:29
  I'm
• 0:29
  very
• 0:29
  pleased
• 0:30
  that
• 0:30
  we
• 0:31
  are
• 0:31
  at
• 0:31
  this
• 0:31
  point
• 0:32
  today.
• 0:32
  So
• 0:33
  I'm
• 0:33
  an
• 0:33
  advisor
• 0:34
  who
• 0:35
  has
• 0:35
  a
• 0:35
  broadcasting
• 0:36
  and
• 0:37
  a
• 0:37
  speaking
• 0:37
  career.
• 0:38
  Okay.
• 0:39
  And
• 0:39
  when
• 0:40
  I
• 0:40
  was
• 0:40
  in
• 0:40
  the
• 0:40
  TV
• 0:41
  studios
• 0:42
  looking
• 0:42
  into
• 0:42
  some
• 0:43
  of
• 0:43
  the
• 0:43
  primetime
• 0:43
  TV
• 0:44
  work
• 0:44
  I
• 0:44
  was
• 0:44
  doing,
• 0:45
  the
• 0:46
  production
• 0:46
  team
• 0:47
  I
• 0:47
  worked
• 0:47
  with
• 0:47
  very
• 0:47
  politely
• 0:48
  told
• 0:48
  me
• 0:48
  that
• 0:48
  what
• 0:49
  I
• 0:49
  did
• 0:49
  was
• 0:49
  too
• 0:49
  complex
• 0:49
  and
• 0:50
  too
• 0:50
  boring.
• 0:51
  So
• 0:51
  they
• 0:51
  gave
• 0:51
  me
• 0:52
  the
• 0:52
  moniker
• 0:52
  the
• 0:52
  Customer
• 0:52
  Whisperer.
• 0:53
  Okay.
• 0:53
  And
• 0:54
  I
• 0:54
  was
• 0:54
  a
• 0:54
  little
• 0:54
  bit
• 0:54
  upset
• 0:55
  with
• 0:55
  it
• 0:55
  to
• 0:55
  start
• 0:55
  with,
• 0:55
  I'm
• 0:56
  going
• 0:56
  to
• 0:56
  be
• 0:56
  honest,
• 0:56
  because
• 0:56
  all
• 0:57
  I
• 0:57
  knew
• 0:57
  of
• 0:57
  was
• 0:57
  the
• 0:58
  dog
• 0:58
  whisperer,
• 0:58
  Caesar,
• 0:59
  the
• 0:59
  dog
• 0:59
  whisperer.
• 1:01
  That's
• 1:01
  not
• 1:02
  what
• 1:02
  I
• 1:02
  do.
• 1:02
  I
• 1:02
  didn't
• 1:02
  go
• 1:03
  to
• 1:03
  insead
• 1:03
  for
• 1:03
  that.
• 1:05
  So
• 1:05
  it
• 1:06
  basically
• 1:06
  explains
• 1:06
  me
• 1:07
  in
• 1:07
  this
• 1:07
  bridge
• 1:08
  role,
• 1:08
  which
• 1:08
  I
• 1:09
  felt
• 1:09
  was
• 1:09
  ever
• 1:09
  more
• 1:10
  important
• 1:11
  between
• 1:11
  the
• 1:11
  consumer
• 1:12
  and
• 1:12
  brands,
• 1:12
  be
• 1:13
  those
• 1:13
  brands,
• 1:13
  a
• 1:14
  tech
• 1:14
  business,
• 1:14
  a
• 1:14
  retail
• 1:15
  business,
• 1:15
  sporting
• 1:16
  business.
• 1:17
  And
• 1:17
  what
• 1:17
  it
• 1:17
  also
• 1:18
  allows
• 1:18
  me
• 1:18
  to
• 1:18
  do,
• 1:19
  which
• 1:19
  I'm
• 1:19
  very
• 1:19
  excited
• 1:20
  about,
• 1:20
  is
• 1:20
  kind
• 1:20
  of
• 1:21
  cross
• 1:21
  pollinate
• 1:21
  industry
• 1:22
  to
• 1:22
  industry.
• 1:23
  So
• 1:23
  I'm
• 1:23
  not
• 1:23
  retail
• 1:24
  specific.
• 1:25
  I
• 1:25
  am
• 1:25
  moments
• 1:26
  specific.
• 1:26
  Where
• 1:27
  the
• 1:27
  consumer
• 1:27
  heartbeat
• 1:28
  is,
• 1:28
  that's
• 1:28
  where
• 1:28
  I
• 1:28
  want
• 1:28
  to
• 1:28
  be.
• 1:29
  So
• 1:29
  I'll
• 1:29
  be
• 1:29
  as
• 1:30
  equally
• 1:30
  comfortable
• 1:30
  at
• 1:30
  Cannes
• 1:31
  lion
• 1:31
  or
• 1:31
  south
• 1:31
  by
• 1:32
  Southwest
• 1:32
  as
• 1:32
  I
• 1:32
  will
• 1:32
  be
• 1:33
  here
• 1:33
  at
• 1:33
  Retail
• 1:33
  Technology
• 1:34
  Show.
• 1:34
  And
• 1:35
  I
• 1:35
  love
• 1:35
  doing
• 1:35
  that
• 1:36
  because
• 1:36
  it
• 1:36
  means
• 1:36
  I
• 1:36
  can
• 1:36
  pick
• 1:36
  the
• 1:37
  phone
• 1:37
  up
• 1:37
  to
• 1:37
  people
• 1:38
  in
• 1:38
  different
• 1:38
  industries
• 1:39
  and
• 1:39
  sectors
• 1:39
  because
• 1:39
  we're
• 1:39
  all
• 1:39
  getting
• 1:40
  more
• 1:40
  closely
• 1:40
  aligned.
• 1:41
  Right,
• 1:41
  right.
• 1:41
  Technology
• 1:42
  has
• 1:42
  a
• 1:42
  tendency
• 1:43
  to
• 1:43
  do
• 1:43
  that,
• 1:43
  doesn't
• 1:43
  it,
• 1:44
  Kate?
• 1:44
  Yeah.
• 1:44
  Yeah.
• 1:45
  So
• 1:45
  you
• 1:45
  wrote
• 1:45
  a
• 1:45
  book,
• 1:46
  too,
• 1:46
  the
• 1:46
  Science
• 1:46
  of
• 1:46
  Shopping
• 1:47
  as
• 1:47
  well.
• 1:47
  Tell
• 1:47
  us
• 1:48
  about
• 1:48
  that.
• 1:49
  I
• 1:49
  was
• 1:49
  quite
• 1:50
  reticent
• 1:50
  to
• 1:50
  write
• 1:50
  the
• 1:51
  book
• 1:51
  just
• 1:52
  like
• 1:52
  I
• 1:52
  was
• 1:52
  with
• 1:52
  the
• 1:53
  podcast.
• 1:53
  I'd
• 1:53
  love
• 1:53
  some
• 1:53
  advice
• 1:54
  with
• 1:54
  you.
• 1:55
  I
• 1:55
  did
• 1:55
  a
• 1:55
  very
• 1:55
  separate
• 1:56
  podcast,
• 1:56
  Rock
• 1:56
  and
• 1:56
  Roll
• 1:57
  Business,
• 1:57
  which
• 1:57
  I'
• 1:58
  proud
• 1:58
  of.
• 1:58
  Oh,
• 1:58
  that
• 1:59
  sounds
• 1:59
  cool.
• 1:59
  That
• 1:59
  links
• 1:59
  back
• 1:59
  into
• 2:00
  my
• 2:00
  music
• 2:00
  career,
• 2:01
  but
• 2:02
  I
• 2:02
  haven't
• 2:02
  yet
• 2:02
  done
• 2:03
  that
• 2:03
  one
• 2:03
  because
• 2:03
  I
• 2:03
  think
• 2:04
  it
• 2:04
  does
• 2:04
  become
• 2:05
  the
• 2:05
  bit
• 2:05
  of
• 2:05
  the
• 2:05
  cliche,
• 2:06
  doesn't
• 2:06
  it?
• 2:06
  I've
• 2:06
  written
• 2:06
  the
• 2:06
  book
• 2:07
  and
• 2:07
  everything
• 2:07
  else,
• 2:07
  but
• 2:08
  an
• 2:08
  incredible
• 2:08
  publisher
• 2:09
  came
• 2:09
  on
• 2:09
  and
• 2:09
  said,
• 2:09
  what
• 2:10
  Would
• 2:10
  you
• 2:10
  like
• 2:11
  to
• 2:11
  write?
• 2:11
  And
• 2:11
  I
• 2:11
  said
• 2:11
  it
• 2:12
  would
• 2:12
  be
• 2:12
  great
• 2:12
  again
• 2:12
  to
• 2:13
  have
• 2:13
  a
• 2:13
  bridge
• 2:13
  of
• 2:13
  a
• 2:13
  book
• 2:14
  that
• 2:14
  a
• 2:14
  consumer
• 2:15
  could
• 2:15
  pick
• 2:15
  up
• 2:15
  or
• 2:16
  a
• 2:16
  retailer
• 2:16
  or
• 2:17
  a
• 2:17
  tech
• 2:17
  person
• 2:17
  and
• 2:18
  all
• 2:18
  feel
• 2:18
  that
• 2:18
  we're
• 2:18
  going
• 2:19
  on
• 2:19
  the
• 2:19
  journey
• 2:19
  together.
• 2:19
  And
• 2:20
  that's
• 2:20
  what
• 2:20
  we
• 2:20
  did.
• 2:20
  So
• 2:21
  we
• 2:21
  have
• 2:21
  some
• 2:21
  incredible
• 2:22
  interviews
• 2:22
  in
• 2:22
  there.
• 2:23
  We've
• 2:23
  got
• 2:23
  some
• 2:23
  fantastic
• 2:24
  case
• 2:24
  that.
• 2:25
  And
• 2:25
  it's
• 2:25
  just
• 2:25
  basically
• 2:26
  me
• 2:26
  talking
• 2:26
  about
• 2:26
  that
• 2:27
  constant
• 2:27
  idea
• 2:27
  that
• 2:28
  we
• 2:28
  buy
• 2:28
  emotively,
• 2:29
  that
• 2:30
  we
• 2:30
  are
• 2:30
  creatures
• 2:31
  that
• 2:31
  are
• 2:32
  far
• 2:32
  more
• 2:32
  complex
• 2:32
  than
• 2:33
  a
• 2:33
  data
• 2:33
  dashboard
• 2:33
  will
• 2:34
  ever
• 2:34
  read
• 2:35
  and
• 2:35
  how
• 2:35
  much
• 2:35
  emotional
• 2:36
  intelligence
• 2:36
  really
• 2:36
  counts.
• 2:37
  Yeah,
• 2:37
  yeah.
• 2:37
  You
• 2:37
  also
• 2:38
  introduced
• 2:38
  this
• 2:38
  concept
• 2:38
  called
• 2:39
  the
• 2:39
  bierarchy
• 2:39
  of
• 2:40
  needs.
• 2:40
  What
• 2:40
  is
• 2:40
  that?
• 2:41
  What
• 2:41
  does
• 2:41
  that
• 2:41
  mean?
• 2:42
  Perfectly
• 2:42
  stolen
• 2:43
  from
• 2:44
  Maslow's
• 2:44
  hierarchy.
• 2:45
  Oh,
• 2:45
  right,
• 2:45
  right,
• 2:45
  right.
• 2:46
  Nicely
• 2:46
  done.
• 2:46
  Well,
• 2:47
  you
• 2:47
  know,
• 2:47
  we
• 2:47
  were
• 2:48
  looking
• 2:48
  into
• 2:48
  psychology
• 2:49
  and
• 2:50
  how
• 2:50
  people
• 2:50
  work,
• 2:51
  and
• 2:51
  it
• 2:52
  was
• 2:52
  just
• 2:52
  a
• 2:52
  way
• 2:53
  for
• 2:53
  me
• 2:53
  to
• 2:53
  explain
• 2:53
  to
• 2:54
  organizations
• 2:55
  that,
• 2:56
  you
• 2:56
  know,
• 2:56
  you
• 2:56
  shouldn't
• 2:56
  worry
• 2:57
  too
• 2:57
  much.
• 2:57
  That
• 2:57
  one
• 2:58
  I
• 2:58
  was
• 2:59
  talking
• 2:59
  about,
• 2:59
  particularly
• 3:00
  pick
• 3:00
  and
• 3:00
  mix
• 3:00
  ethics
• 3:01
  when
• 3:01
  it
• 3:01
  comes
• 3:01
  to
• 3:01
  sustainability.
• 3:02
  Okay.
• 3:02
  And
• 3:03
  a
• 3:03
  very
• 3:04
  fair
• 3:04
  question
• 3:04
  from
• 3:05
  a
• 3:05
  retailer
• 3:05
  was,
• 3:05
  I
• 3:06
  just
• 3:06
  don't
• 3:06
  get
• 3:06
  it.
• 3:06
  One
• 3:06
  minute
• 3:07
  we've
• 3:07
  got
• 3:07
  to
• 3:07
  be
• 3:08
  all
• 3:08
  green
• 3:09
  and
• 3:09
  purposeful,
• 3:10
  then
• 3:10
  the
• 3:10
  next
• 3:11
  minute
• 3:11
  the
• 3:11
  consumer's
• 3:11
  pushing
• 3:12
  us
• 3:12
  on
• 3:12
  the
• 3:12
  fastest
• 3:13
  delivery,
• 3:14
  the
• 3:14
  cheapest
• 3:15
  price.
• 3:15
  How
• 3:15
  can
• 3:16
  they
• 3:16
  want
• 3:16
  both?
• 3:16
  How
• 3:17
  can
• 3:17
  that
• 3:17
  even
• 3:17
  be
• 3:17
  a
• 3:18
  mindset?
• 3:18
  So
• 3:19
  that
• 3:19
  was
• 3:19
  kind
• 3:19
  of
• 3:20
  the
• 3:20
  reason,
• 3:20
  the
• 3:20
  rationale,
• 3:20
  to
• 3:21
  explain
• 3:21
  the
• 3:21
  idea
• 3:22
  that
• 3:22
  we
• 3:22
  can
• 3:22
  be
• 3:23
  all
• 3:23
  things
• 3:23
  and
• 3:24
  our
• 3:24
  minds
• 3:24
  do
• 3:24
  work,
• 3:24
  that
• 3:25
  we'll
• 3:25
  watch
• 3:25
  a
• 3:25
  TV
• 3:25
  show,
• 3:26
  we'll
• 3:26
  listen
• 3:26
  to
• 3:26
  your
• 3:27
  podcast.
• 3:27
  Okay,
• 3:28
  I'm
• 3:28
  really
• 3:28
  influenced
• 3:28
  that
• 3:28
  way.
• 3:29
  And
• 3:29
  then
• 3:29
  we'll
• 3:30
  read
• 3:30
  a
• 3:30
  book
• 3:30
  or
• 3:30
  we'll
• 3:30
  hear
• 3:31
  something
• 3:31
  else
• 3:31
  and
• 3:31
  be
• 3:32
  influenced
• 3:32
  a
• 3:32
  different
• 3:32
  way.
• 3:33
  And
• 3:33
  it's
• 3:34
  not
• 3:34
  a
• 3:34
  case
• 3:34
  of
• 3:34
  who
• 3:34
  shouts
• 3:35
  loudest,
• 3:35
  because,
• 3:35
  of
• 3:35
  course,
• 3:35
  we've
• 3:36
  got
• 3:36
  that
• 3:36
  value
• 3:36
  set.
• 3:37
  But
• 3:37
  I
• 3:38
  do
• 3:38
  think
• 3:38
  sometimes
• 3:39
  we
• 3:39
  have
• 3:39
  to
• 3:39
  give
• 3:40
  permission
• 3:41
  to
• 3:41
  be
• 3:42
  people
• 3:43
  that
• 3:43
  have
• 3:43
  multiple
• 3:44
  interests,
• 3:45
  multiple
• 3:45
  engagement
• 3:46
  points
• 3:47
  and
• 3:47
  purpose.
• 3:47
  And
• 3:48
  we're
• 3:48
  allowed
• 3:48
  to
• 3:48
  change
• 3:48
  our
• 3:48
  minds,
• 3:49
  too.
• 3:49
  Right,
• 3:50
  right.
• 3:50
  That's
• 3:50
  the
• 3:51
  other
• 3:51
  thing.
• 3:51
  We're
• 3:51
  allowed
• 3:51
  to
• 3:51
  change
• 3:52
  our
• 3:52
  minds.
• 3:52
  Yes.
• 3:52
  Nothing's
• 3:53
  ever
• 3:53
  set
• 3:53
  in
• 3:53
  stone.
• 3:54
  All
• 3:54
  right,
• 3:55
  I
• 3:55
  know
• 3:55
  we've
• 3:55
  got
• 3:55
  you
• 3:55
  on
• 3:56
  a
• 3:56
  tight
• 3:56
  schedule
• 3:56
  today,
• 3:57
  but
• 3:57
  I
• 3:57
  do
• 3:57
  want
• 3:57
  to
• 3:57
  ask
• 3:57
  you
• 3:58
  about
• 3:58
  the
• 3:58
  human
• 3:58
  touch.
• 3:59
  The
• 3:59
  human
• 3:59
  touch
• 4:00
  of
• 4:00
  retailing,
• 4:00
  particularly
• 4:01
  in
• 4:01
  this
• 4:01
  age
• 4:01
  of
• 4:01
  AI.
• 4:02
  How
• 4:02
  do
• 4:02
  you
• 4:03
  think
• 4:03
  AI
• 4:03
  is
• 4:03
  going
• 4:03
  to
• 4:03
  impact
• 4:04
  the
• 4:04
  importance
• 4:04
  of
• 4:05
  the
• 4:05
  human
• 4:05
  touch
• 4:06
  element
• 4:06
  in
• 4:06
  retail,
• 4:07
  particularly?
• 4:08
  Can
• 4:08
  I
• 4:08
  sound
• 4:09
  probably
• 4:09
  extremely
• 4:10
  positive
• 4:10
  and
• 4:11
  joyous
• 4:11
  for
• 4:11
  a
• 4:11
  British.
• 4:13
  Of
• 4:14
  course
• 4:14
  you
• 4:14
  can.
• 4:14
  That's
• 4:15
  almost
• 4:15
  anathema,
• 4:16
  but
• 4:16
  yes,
• 4:16
  go
• 4:16
  ahead.
• 4:16
  Okay.
• 4:17
  I
• 4:17
  really
• 4:18
  think
• 4:18
  it's
• 4:18
  going
• 4:18
  to
• 4:18
  be
• 4:18
  an
• 4:19
  enabler.
• 4:19
  I'm
• 4:20
  a
• 4:20
  tech
• 4:20
  geek
• 4:21
  and
• 4:21
  I
• 4:21
  have
• 4:22
  been
• 4:22
  to
• 4:22
  medical
• 4:22
  conferences
• 4:23
  on
• 4:23
  AI
• 4:24
  and
• 4:24
  again,
• 4:24
  different
• 4:25
  sectors
• 4:25
  who
• 4:26
  have
• 4:26
  maybe
• 4:26
  a
• 4:26
  different
• 4:26
  mindset,
• 4:27
  they're
• 4:27
  not
• 4:27
  as
• 4:27
  closed
• 4:28
  door.
• 4:28
  And
• 4:28
  I
• 4:29
  truly
• 4:29
  think
• 4:30
  we
• 4:30
  need
• 4:30
  more
• 4:30
  human
• 4:31
  touch.
• 4:31
  And
• 4:32
  anytime
• 4:32
  we
• 4:32
  can
• 4:32
  use
• 4:33
  a
• 4:33
  tool
• 4:33
  that
• 4:33
  allows
• 4:33
  us
• 4:34
  enablers,
• 4:34
  the
• 4:34
  time,
• 4:35
  the
• 4:35
  infrastructure,
• 4:36
  the
• 4:36
  opportunity
• 4:37
  of
• 4:37
  that,
• 4:37
  that
• 4:38
  is
• 4:38
  the
• 4:38
  purpose.
• 4:39
  So
• 4:39
  if
• 4:39
  it's
• 4:39
  got
• 4:40
  technology
• 4:40
  on
• 4:40
  it,
• 4:40
  you'll
• 4:41
  find
• 4:41
  me
• 4:41
  there
• 4:41
  because
• 4:42
  I
• 4:42
  want
• 4:42
  to
• 4:42
  discover
• 4:42
  and
• 4:43
  work
• 4:43
  with
• 4:43
  you
• 4:45
  as
• 4:45
  brands
• 4:45
  to
• 4:45
  understand
• 4:46
  where
• 4:46
  you're
• 4:46
  going
• 4:46
  with
• 4:46
  this.
• 4:47
  You
• 4:47
  can
• 4:48
  be
• 4:48
  the
• 4:48
  big
• 4:49
  system
• 4:49
  change
• 4:49
  here.
• 4:50
  Got
• 4:50
  it.
• 4:50
  So
• 4:51
  you
• 4:51
  think,
• 4:51
  really
• 4:51
  then
• 4:51
  the
• 4:52
  element
• 4:52
  of
• 4:52
  freeing
• 4:52
  up
• 4:53
  time
• 4:53
  to
• 4:53
  create
• 4:54
  more
• 4:54
  human
• 4:54
  interactions
• 4:55
  is
• 4:55
  what's
• 4:56
  one
• 4:57
  of
• 4:57
  the
• 4:57
  good
• 4:57
  byproducts
• 4:57
  that's
• 4:58
  going
• 4:58
  to
• 4:58
  come
• 4:58
  from.
• 4:58
  It
• 4:58
  so
• 4:59
  many
• 4:59
  ways?
• 4:59
  I
• 4:59
  mean,
• 4:59
  at
• 5:00
  future
• 5:00
  stores
• 5:00
  in
• 5:00
  London,
• 5:01
  we
• 5:01
  have
• 5:01
  this
• 5:02
  experimental
• 5:02
  zone.
• 5:03
  We
• 5:03
  can
• 5:03
  see
• 5:03
  heat
• 5:03
  spots,
• 5:04
  but
• 5:04
  we
• 5:04
  can
• 5:04
  also
• 5:04
  see
• 5:04
  eye
• 5:05
  movement,
• 5:05
  we
• 5:05
  can
• 5:06
  see
• 5:06
  touch
• 5:06
  points,
• 5:06
  we
• 5:07
  can
• 5:07
  see
• 5:07
  engagement
• 5:07
  pieces.
• 5:08
  There's
• 5:08
  so
• 5:08
  much
• 5:08
  sophistication.
• 5:09
  You
• 5:09
  and
• 5:09
  I
• 5:09
  know
• 5:10
  that
• 5:11
  what
• 5:11
  sticks,
• 5:11
  what
• 5:12
  lands,
• 5:12
  we
• 5:12
  will
• 5:12
  yet
• 5:13
  see.
• 5:13
  But
• 5:13
  I
• 5:14
  truly
• 5:14
  think
• 5:14
  tech
• 5:15
  could
• 5:15
  be
• 5:15
  the
• 5:15
  hero
• 5:16
  here.
• 5:16
  Yeah,
• 5:16
  it
• 5:16
  can
• 5:17
  out
• 5:17
  all
• 5:17
  the
• 5:17
  great
• 5:17
  things
• 5:18
  that
• 5:18
  make
• 5:18
  retail
• 5:19
  special.
• 5:19
  All
• 5:20
  right,
• 5:20
  well,
• 5:20
  that
• 5:20
  was
• 5:20
  Kate
• 5:21
  Hardcastle,
• 5:21
  the
• 5:22
  customer
• 5:22
  whisperer.
• 5:23
  I
• 5:23
  tried
• 5:24
  to
• 5:24
  whisper
• 5:24
  there
• 5:24
  as
• 5:24
  best
• 5:25
  I
• 5:25
  could,
• 5:25
  even
• 5:25
  though
• 5:25
  I'm
• 5:25
  in
• 5:25
  a
• 5:26
  loud
• 5:26
  conference
• 5:27
  exhibit
• 5:27
  hall.
• 5:27
  So
• 5:28
  until
• 5:28
  next
• 5:29
  time,
• 5:29
  everybody,
• 5:29
  as
• 5:30
  always
• 5:30
  at
• 5:30
  Omnitalk.
• 5:31
  And
• 5:31
  also,
• 5:31
  special
• 5:31
  thanks
• 5:32
  to
• 5:32
  the
• 5:32
  Retail
• 5:32
  Technology
• 5:33
  show
• 5:33
  and
• 5:33
  Avusion
• 5:34
  for
• 5:34
  making
• 5:34
  our
• 5:34
  coverage
• 5:34
  possible.
• 5:35
  But
• 5:35
  as
• 5:35
  always,
• 5:36
  be
• 5:36
  careful
• 5:36
  out
• 5:36
  there.