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Inside River Island’s Next Chapter in Ecommerce and Personalization | RTS 2026 · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone,
• 0:00
  this
• 0:00
  is
• 0:01
  Omnitalk
• 0:01
  Retail.
• 0:01
  I'm
• 0:02
  Chris
• 0:02
  Walton
• 0:02
  and
• 0:03
  we
• 0:03
  are
• 0:03
  coming
• 0:03
  to
• 0:03
  you
• 0:03
  live
• 0:04
  once
• 0:04
  again
• 0:04
  from
• 0:05
  the
• 0:05
  Retail
• 0:05
  technology
• 0:06
  show
• 0:06
  in
• 0:07
  London
• 0:07
  from
• 0:08
  the
• 0:08
  Vuzion
• 0:09
  podcast
• 0:09
  studio.
• 0:10
  It's
• 0:11
  day
• 0:11
  two
• 0:11
  of
• 0:12
  the
• 0:12
  show
• 0:13
  and
• 0:13
  standing
• 0:13
  next
• 0:14
  to
• 0:14
  me
• 0:14
  is
• 0:14
  Muriel
• 0:15
  Naber,
• 0:15
  the
• 0:16
  director
• 0:16
  of
• 0:16
  technology
• 0:17
  delivery
• 0:18
  and
• 0:18
  transformation
• 0:19
  at
• 0:19
  River
• 0:20
  Island.
• 0:20
  Muriel,
• 0:20
  did
• 0:20
  I
• 0:20
  get
• 0:21
  that
• 0:21
  all
• 0:21
  right?
• 0:22
  You
• 0:22
  did.
• 0:22
  I
• 0:22
  know
• 0:23
  it's
• 0:23
  a
• 0:23
  big
• 0:23
  long
• 0:24
  title.
• 0:24
  It
• 0:25
  probably
• 0:25
  just
• 0:26
  means
• 0:26
  the
• 0:26
  same
• 0:27
  thing.
• 0:27
  I
• 0:27
  do
• 0:28
  a
• 0:28
  lot.
• 0:28
  You
• 0:28
  do
• 0:28
  a
• 0:28
  lot.
• 0:28
  Yeah.
• 0:29
  I've
• 0:29
  noticed
• 0:29
  actually
• 0:29
  the
• 0:30
  titles
• 0:30
  over
• 0:30
  here
• 0:30
  are
• 0:31
  a
• 0:31
  little
• 0:31
  bit
• 0:31
  longer
• 0:31
  than
• 0:32
  in
• 0:32
  the
• 0:32
  States
• 0:32
  too.
• 0:33
  It's
• 0:33
  been,
• 0:33
  it's
• 0:33
  been
• 0:33
  a.
• 0:34
  It's
• 0:34
  been
• 0:34
  a
• 0:34
  trend,
• 0:35
  a
• 0:35
  growing
• 0:35
  trend
• 0:35
  here
• 0:36
  at
• 0:36
  this
• 0:36
  show.
• 0:36
  But,
• 0:37
  but.
• 0:37
  All
• 0:37
  right,
• 0:37
  so
• 0:38
  I
• 0:38
  want
• 0:38
  to
• 0:38
  get
• 0:38
  your
• 0:38
  career
• 0:39
  history
• 0:40
  because
• 0:40
  it's
• 0:40
  pretty
• 0:41
  fascinating
• 0:41
  and
• 0:42
  you
• 0:42
  know,
• 0:42
  you
• 0:42
  work
• 0:42
  for
• 0:42
  River
• 0:43
  Island.
• 0:43
  My
• 0:43
  first
• 0:44
  introduction
• 0:45
  to
• 0:45
  river
• 0:45
  island,
• 0:45
  believe
• 0:46
  it
• 0:46
  or
• 0:46
  not,
• 0:46
  was
• 0:46
  on
• 0:46
  a
• 0:47
  trip
• 0:47
  to
• 0:47
  Galway
• 0:47
  in
• 0:48
  2001.
• 0:49
  So,
• 0:49
  you
• 0:49
  know,
• 0:49
  the
• 0:49
  brand
• 0:49
  goes
• 0:50
  back
• 0:50
  a
• 0:50
  pretty
• 0:51
  long
• 0:51
  ways
• 0:51
  at
• 0:51
  this
• 0:51
  point.
• 0:52
  So.
• 0:52
  So
• 0:52
  tell
• 0:52
  us,
• 0:53
  how
• 0:53
  did
• 0:53
  you
• 0:53
  come
• 0:53
  to
• 0:53
  be
• 0:54
  in
• 0:55
  your
• 0:55
  current
• 0:55
  role
• 0:56
  at
• 0:56
  River
• 0:57
  Island?
• 0:58
  It's
• 0:58
  quite
• 0:59
  a
• 0:59
  long
• 0:59
  history.
• 1:00
  Okay.
• 1:00
  And
• 1:01
  I
• 1:01
  have
• 1:01
  jumped
• 1:02
  about
• 1:02
  a
• 1:02
  bit,
• 1:03
  which
• 1:03
  I
• 1:03
  don't
• 1:03
  think
• 1:03
  is
• 1:04
  a
• 1:04
  bad
• 1:04
  thing.
• 1:04
  No.
• 1:04
  If
• 1:05
  I
• 1:05
  told
• 1:05
  my
• 1:05
  younger
• 1:06
  self,
• 1:07
  I'd
• 1:07
  say,
• 1:08
  don't
• 1:08
  worry
• 1:08
  about
• 1:08
  it.
• 1:09
  Yeah.
• 1:09
  A
• 1:09
  lot
• 1:09
  of
• 1:09
  people
• 1:09
  like
• 1:09
  to
• 1:10
  stay
• 1:10
  in
• 1:10
  jobs
• 1:10
  for
• 1:10
  a
• 1:10
  long
• 1:10
  time,
• 1:11
  100%.
• 1:12
  But
• 1:12
  I
• 1:12
  actually
• 1:12
  started
• 1:12
  out
• 1:13
  in
• 1:13
  hospitality.
• 1:14
  Okay.
• 1:14
  So
• 1:14
  completely
• 1:15
  different.
• 1:15
  Non
• 1:16
  tech.
• 1:16
  Okay.
• 1:17
  And
• 1:18
  in
• 1:18
  those
• 1:18
  days
• 1:18
  everything
• 1:19
  was
• 1:19
  very
• 1:19
  paper
• 1:20
  based.
• 1:20
  Yeah.
• 1:20
  Fax
• 1:21
  machines.
• 1:21
  Right,
• 1:22
  right.
• 1:22
  Yep,
• 1:23
  yep,
• 1:23
  yep.
• 1:24
  But
• 1:24
  it
• 1:24
  gave
• 1:24
  me
• 1:25
  the
• 1:25
  opportunity
• 1:25
  to
• 1:25
  really
• 1:26
  get
• 1:26
  to
• 1:26
  know
• 1:26
  customers.
• 1:27
  Okay.
• 1:27
  And
• 1:28
  that's
• 1:28
  at
• 1:28
  the
• 1:28
  center
• 1:29
  of
• 1:29
  me,
• 1:29
  my
• 1:29
  heart
• 1:29
  and
• 1:30
  everything
• 1:30
  that
• 1:30
  I
• 1:30
  do.
• 1:30
  Yeah.
• 1:31
  And
• 1:32
  then
• 1:32
  as
• 1:32
  I
• 1:32
  moved
• 1:32
  through
• 1:32
  hospitality,
• 1:33
  I
• 1:33
  wanted
• 1:33
  to
• 1:33
  run
• 1:34
  the
• 1:34
  hotel
• 1:35
  and
• 1:35
  show
• 1:35
  that
• 1:36
  women
• 1:36
  could
• 1:36
  do
• 1:36
  that
• 1:36
  and
• 1:37
  be
• 1:37
  general
• 1:37
  managers
• 1:37
  because
• 1:38
  it
• 1:38
  was
• 1:38
  a
• 1:38
  very
• 1:38
  male
• 1:38
  dominated
• 1:39
  industry
• 1:40
  and
• 1:40
  I
• 1:40
  thought
• 1:41
  that
• 1:41
  would
• 1:41
  take
• 1:41
  me
• 1:41
  years
• 1:41
  and
• 1:41
  years
• 1:42
  and
• 1:42
  years.
• 1:42
  And
• 1:43
  I
• 1:43
  did
• 1:43
  it
• 1:44
  and
• 1:44
  I
• 1:44
  was
• 1:44
  like,
• 1:44
  oh,
• 1:45
  what
• 1:45
  do
• 1:45
  I
• 1:45
  do
• 1:46
  now?
• 1:46
  Yeah.
• 1:46
  And
• 1:46
  I
• 1:47
  was
• 1:47
  fortunate
• 1:47
  enough
• 1:47
  that
• 1:48
  I
• 1:48
  joined
• 1:48
  a
• 1:48
  pub
• 1:48
  company
• 1:49
  and
• 1:50
  they
• 1:50
  brought
• 1:50
  me
• 1:50
  into
• 1:51
  the
• 1:51
  project
• 1:51
  management
• 1:51
  world.
• 1:52
  That's
• 1:52
  right.
• 1:52
  I
• 1:52
  remember
• 1:53
  seeing
• 1:53
  that
• 1:53
  on
• 1:53
  your
• 1:53
  resume.
• 1:53
  Yeah.
• 1:54
  And
• 1:54
  I
• 1:55
  started
• 1:55
  to
• 1:55
  design
• 1:55
  bar
• 1:56
  and
• 1:56
  pub
• 1:56
  concepts.
• 1:57
  Okay.
• 1:57
  And
• 1:58
  had
• 1:58
  great
• 1:59
  vision
• 1:59
  and
• 1:59
  foresight
• 2:00
  and
• 2:00
  spoke
• 2:00
  with
• 2:00
  lots
• 2:01
  of
• 2:01
  customers
• 2:01
  about
• 2:01
  what
• 2:02
  was
• 2:02
  missing
• 2:02
  in
• 2:02
  the
• 2:02
  industry
• 2:03
  and
• 2:03
  was
• 2:04
  able
• 2:04
  to
• 2:04
  design
• 2:04
  and
• 2:05
  launch
• 2:05
  those.
• 2:06
  So
• 2:06
  that
• 2:06
  brought
• 2:06
  me
• 2:06
  into
• 2:07
  project
• 2:07
  management.
• 2:07
  Okay.
• 2:08
  And
• 2:09
  they
• 2:09
  were
• 2:10
  very
• 2:10
  nice
• 2:10
  and
• 2:10
  they
• 2:10
  put
• 2:10
  me
• 2:11
  through
• 2:11
  all
• 2:11
  the
• 2:11
  normal
• 2:11
  sort
• 2:11
  of
• 2:12
  Prince
• 2:12
  two
• 2:12
  qualifications
• 2:13
  and
• 2:13
  all
• 2:13
  of
• 2:13
  that.
• 2:13
  Yeah.
• 2:14
  And
• 2:15
  then
• 2:15
  through
• 2:15
  the
• 2:15
  crash,
• 2:16
  I
• 2:16
  got
• 2:16
  made
• 2:16
  redundant.
• 2:17
  Okay.
• 2:17
  And
• 2:18
  so
• 2:18
  I
• 2:18
  was
• 2:18
  Looking
• 2:18
  at
• 2:19
  lots
• 2:19
  of
• 2:19
  different
• 2:20
  opportunities.
• 2:21
  All
• 2:21
  right.
• 2:21
  During
• 2:22
  that
• 2:22
  time,
• 2:22
  I'm
• 2:23
  not
• 2:23
  the
• 2:23
  sort
• 2:23
  of
• 2:23
  person
• 2:23
  to
• 2:24
  stand
• 2:25
  on
• 2:25
  my
• 2:25
  laurels.
• 2:25
  So
• 2:26
  I
• 2:26
  actually
• 2:26
  trained
• 2:26
  to
• 2:26
  be
• 2:26
  a
• 2:27
  driving
• 2:27
  instructor.
• 2:28
  Okay.
• 2:29
  A
• 2:29
  bit
• 2:29
  random.
• 2:30
  Right,
• 2:30
  right,
• 2:30
  right.
• 2:31
  To
• 2:31
  fill
• 2:31
  my
• 2:31
  time.
• 2:31
  Yeah.
• 2:32
  Right.
• 2:32
  And
• 2:32
  one
• 2:33
  on
• 2:33
  one
• 2:33
  customer
• 2:34
  still
• 2:34
  customer
• 2:34
  centric.
• 2:35
  Right.
• 2:36
  And
• 2:36
  then
• 2:36
  I
• 2:37
  was
• 2:37
  very
• 2:37
  fortunate
• 2:38
  to
• 2:38
  join
• 2:38
  Matches
• 2:39
  Fashion.
• 2:39
  Okay.
• 2:39
  Back
• 2:40
  in
• 2:40
  the
• 2:40
  day
• 2:41
  with
• 2:41
  Tom
• 2:41
  and
• 2:41
  Ruth
• 2:42
  Chapman.
• 2:43
  Fabulous,
• 2:43
  fabulous
• 2:44
  brand.
• 2:45
  And
• 2:45
  they
• 2:45
  were
• 2:46
  starting
• 2:47
  their
• 2:47
  journey
• 2:47
  from
• 2:47
  moving
• 2:48
  just
• 2:48
  from
• 2:48
  bricks
• 2:48
  and
• 2:48
  mortar
• 2:49
  into
• 2:49
  an
• 2:49
  online
• 2:50
  business.
• 2:50
  And
• 2:51
  I
• 2:51
  joined
• 2:51
  to
• 2:51
  launch
• 2:52
  that
• 2:52
  online
• 2:52
  business.
• 2:53
  Okay.
• 2:53
  My
• 2:54
  first
• 2:54
  foray,
• 2:54
  my
• 2:55
  first
• 2:55
  deadline
• 2:56
  that
• 2:56
  I
• 2:56
  had
• 2:56
  to
• 2:56
  meet.
• 2:57
  I
• 2:57
  had
• 2:57
  three
• 2:58
  months.
• 2:59
  They
• 2:59
  told
• 3:00
  the
• 3:00
  city
• 3:00
  when
• 3:00
  they
• 3:00
  were
• 3:00
  going
• 3:01
  to
• 3:01
  go
• 3:01
  live.
• 3:02
  So
• 3:02
  I
• 3:02
  was
• 3:02
  like,
• 3:03
  oh,
• 3:03
  wow.
• 3:04
  Feed
• 3:04
  to
• 3:04
  the
• 3:04
  fire.
• 3:05
  Yeah,
• 3:05
  yeah,
• 3:06
  yeah.
• 3:06
  But
• 3:06
  we
• 3:06
  launched
• 3:07
  a
• 3:07
  day
• 3:07
  before.
• 3:08
  All
• 3:08
  right,
• 3:08
  nicely
• 3:09
  done,
• 3:09
  nicely
• 3:09
  done.
• 3:10
  And
• 3:10
  that
• 3:10
  journey
• 3:11
  has
• 3:11
  then
• 3:11
  brought
• 3:12
  me
• 3:12
  to
• 3:12
  where
• 3:12
  I
• 3:12
  am
• 3:12
  today.
• 3:13
  Got
• 3:13
  it,
• 3:13
  got
• 3:13
  it.
• 3:13
  I'm
• 3:14
  curious
• 3:14
  because
• 3:14
  you
• 3:14
  mentioned
• 3:15
  it,
• 3:15
  when
• 3:15
  was
• 3:15
  the
• 3:16
  last
• 3:16
  time
• 3:16
  you
• 3:16
  actually
• 3:16
  sent
• 3:17
  a
• 3:17
  fax?
• 3:19
  In
• 3:19
  my
• 3:19
  hotel
• 3:20
  life.
• 3:20
  Yeah.
• 3:20
  In
• 3:21
  your
• 3:21
  hotel
• 3:21
  life?
• 3:21
  Yeah.
• 3:22
  Yeah.
• 3:22
  It
• 3:22
  was
• 3:22
  a
• 3:22
  while
• 3:23
  ago.
• 3:23
  Huh.
• 3:23
  It
• 3:23
  was
• 3:23
  a
• 3:23
  while
• 3:24
  ago
• 3:24
  for
• 3:24
  me
• 3:24
  too.
• 3:24
  Yeah.
• 3:24
  I
• 3:24
  haven't
• 3:25
  sent
• 3:25
  a
• 3:25
  fax
• 3:25
  in
• 3:25
  a
• 3:25
  while.
• 3:26
  Okay.
• 3:27
  So
• 3:27
  interesting
• 3:27
  career.
• 3:28
  So
• 3:28
  you,
• 3:28
  you
• 3:28
  know,
• 3:28
  you
• 3:28
  started
• 3:29
  out,
• 3:30
  you
• 3:30
  know,
• 3:30
  you
• 3:30
  started
• 3:30
  out
• 3:30
  in
• 3:30
  the
• 3:31
  pub
• 3:31
  business,
• 3:31
  you
• 3:31
  said,
• 3:31
  in
• 3:32
  a
• 3:32
  very
• 3:32
  male
• 3:32
  dominated
• 3:32
  business.
• 3:33
  Now
• 3:33
  you're
• 3:33
  in
• 3:33
  tech
• 3:33
  too.
• 3:33
  I
• 3:34
  mean,
• 3:34
  that's
• 3:34
  still
• 3:34
  a
• 3:34
  pretty
• 3:35
  male
• 3:35
  dominated
• 3:35
  business
• 3:36
  as
• 3:36
  well.
• 3:37
  Yes,
• 3:37
  but
• 3:37
  I
• 3:37
  didn't
• 3:38
  join
• 3:38
  it
• 3:38
  for
• 3:38
  the
• 3:38
  same
• 3:38
  reason.
• 3:39
  Right.
• 3:40
  So
• 3:40
  I
• 3:42
  male
• 3:42
  oriented,
• 3:43
  very
• 3:43
  much
• 3:43
  in
• 3:44
  the
• 3:44
  engineering
• 3:44
  space,
• 3:45
  very
• 3:45
  much
• 3:45
  cio,
• 3:46
  that
• 3:46
  sort
• 3:47
  of
• 3:47
  level.
• 3:48
  I've
• 3:48
  never
• 3:48
  really
• 3:49
  had
• 3:49
  aspirations
• 3:49
  to
• 3:49
  become
• 3:50
  a
• 3:50
  CIO
• 3:50
  or
• 3:51
  cto.
• 3:52
  Yes.
• 3:52
  I
• 3:52
  could
• 3:52
  probably
• 3:53
  do
• 3:53
  the
• 3:53
  job,
• 3:53
  but.
• 3:54
  But
• 3:54
  my
• 3:54
  passion
• 3:54
  is
• 3:55
  about
• 3:55
  transformation.
• 3:56
  It's
• 3:56
  about
• 3:56
  making
• 3:57
  a
• 3:57
  difference.
• 3:57
  It's
• 3:57
  about
• 3:58
  delivering
• 3:58
  a
• 3:58
  different
• 3:58
  experience
• 3:59
  from
• 3:59
  a
• 3:59
  customer
• 4:00
  point
• 4:00
  of
• 4:00
  view
• 4:01
  and
• 4:01
  the
• 4:01
  technology
• 4:02
  that
• 4:02
  enables
• 4:02
  that
• 4:03
  to
• 4:03
  take
• 4:03
  place.
• 4:05
  And
• 4:05
  that's
• 4:05
  really.
• 4:06
  I
• 4:06
  love
• 4:07
  the
• 4:07
  pressure.
• 4:07
  I
• 4:08
  love
• 4:08
  juggling
• 4:08
  20,000
• 4:09
  plates
• 4:10
  all
• 4:10
  at
• 4:10
  the
• 4:10
  same
• 4:11
  time
• 4:11
  because
• 4:11
  there
• 4:11
  is
• 4:12
  so
• 4:12
  much
• 4:12
  to
• 4:12
  do
• 4:13
  within
• 4:13
  a
• 4:13
  short
• 4:13
  period
• 4:14
  of
• 4:14
  time.
• 4:14
  I
• 4:14
  find
• 4:14
  that
• 4:15
  with
• 4:15
  my
• 4:15
  first
• 4:15
  interviews
• 4:16
  of
• 4:16
  the
• 4:16
  day
• 4:16
  too.
• 4:16
  The
• 4:17
  people
• 4:17
  that
• 4:18
  carry
• 4:19
  that
• 4:19
  type
• 4:19
  of
• 4:19
  mentality
• 4:20
  are
• 4:20
  usually
• 4:20
  the
• 4:20
  ones
• 4:20
  that
• 4:20
  sign
• 4:21
  up
• 4:21
  to
• 4:21
  be
• 4:21
  interviewed
• 4:21
  first
• 4:22
  on
• 4:22
  the
• 4:22
  day
• 4:22
  of
• 4:22
  a
• 4:22
  conference
• 4:22
  to.
• 4:23
  So
• 4:23
  kudos
• 4:23
  to
• 4:23
  you
• 4:23
  for
• 4:24
  that.
• 4:24
  I'm
• 4:24
  not
• 4:24
  a
• 4:24
  morning
• 4:25
  person.
• 4:25
  Oh,
• 4:25
  you're
• 4:26
  not?
• 4:28
  It's
• 4:28
  funny.
• 4:28
  That's
• 4:29
  funny.
• 4:29
  All
• 4:30
  right,
• 4:30
  so
• 4:30
  I
• 4:30
  want
• 4:30
  to
• 4:30
  get
• 4:30
  to
• 4:30
  that
• 4:30
  transformation
• 4:31
  side
• 4:31
  of
• 4:31
  things
• 4:31
  because,
• 4:32
  you
• 4:32
  know,
• 4:32
  what
• 4:32
  is
• 4:32
  interesting
• 4:33
  about
• 4:33
  your
• 4:33
  career
• 4:33
  is
• 4:33
  you
• 4:34
  have
• 4:34
  had
• 4:34
  a
• 4:34
  very
• 4:35
  varied
• 4:35
  career
• 4:36
  across
• 4:36
  many
• 4:37
  different
• 4:37
  industries.
• 4:37
  So
• 4:38
  I'm
• 4:38
  curious,
• 4:38
  as
• 4:39
  you
• 4:39
  think
• 4:39
  about
• 4:39
  you
• 4:40
  know,
• 4:41
  performing,
• 4:42
  or
• 4:43
  maybe
• 4:43
  executing
• 4:44
  is
• 4:44
  the
• 4:44
  right
• 4:44
  word,
• 4:44
  executing,
• 4:45
  large
• 4:46
  scale
• 4:46
  transformations
• 4:47
  in
• 4:47
  retail.
• 4:49
  What
• 4:49
  is
• 4:49
  it
• 4:49
  that
• 4:49
  you
• 4:49
  can
• 4:49
  understand
• 4:50
  about
• 4:50
  how
• 4:50
  to
• 4:50
  do
• 4:50
  them?
• 4:51
  Well,
• 4:52
  based
• 4:52
  on
• 4:52
  the
• 4:52
  perspective
• 4:53
  of
• 4:53
  seeing
• 4:53
  and
• 4:53
  being
• 4:54
  in
• 4:54
  many
• 4:54
  different
• 4:54
  industries
• 4:55
  throughout.
• 4:55
  Your
• 4:55
  career,
• 4:56
  I
• 4:56
  think
• 4:56
  it's
• 4:56
  changed
• 4:57
  over
• 4:57
  time.
• 4:58
  Okay.
• 4:58
  At
• 4:58
  the
• 4:58
  beginning
• 4:59
  it
• 4:59
  was
• 4:59
  very
• 4:59
  much
• 5:00
  technology
• 5:00
  led.
• 5:01
  So
• 5:02
  technology
• 5:02
  decided
• 5:03
  that
• 5:03
  we
• 5:03
  needed
• 5:04
  to
• 5:04
  do
• 5:04
  X
• 5:04
  or
• 5:04
  we
• 5:04
  needed
• 5:05
  to
• 5:05
  do
• 5:05
  Y.
• 5:05
  And
• 5:05
  they
• 5:06
  just
• 5:06
  went
• 5:06
  steamrolled
• 5:07
  ahead.
• 5:07
  And
• 5:08
  if
• 5:08
  the
• 5:08
  business
• 5:09
  didn't
• 5:10
  get
• 5:10
  on
• 5:10
  board,
• 5:11
  so
• 5:11
  be
• 5:11
  it.
• 5:12
  Okay.
• 5:13
  Okay.
• 5:13
  Technology
• 5:13
  ruled.
• 5:14
  Yep.
• 5:15
  But
• 5:15
  over
• 5:15
  time,
• 5:16
  it's
• 5:16
  the
• 5:16
  opposite
• 5:17
  way
• 5:17
  round.
• 5:17
  So
• 5:18
  now
• 5:18
  we
• 5:18
  are
• 5:18
  very
• 5:18
  much
• 5:19
  product
• 5:19
  led,
• 5:19
  business
• 5:20
  led.
• 5:20
  It's
• 5:21
  the
• 5:21
  business
• 5:21
  strategy
• 5:22
  that
• 5:22
  drives
• 5:23
  the
• 5:23
  technology
• 5:24
  to
• 5:24
  enable
• 5:25
  that
• 5:25
  business
• 5:26
  outcome.
• 5:27
  And
• 5:27
  therefore,
• 5:28
  again,
• 5:28
  always
• 5:29
  back
• 5:29
  to
• 5:29
  the
• 5:29
  customer
• 5:30
  and
• 5:30
  that
• 5:30
  customer
• 5:31
  experience.
• 5:31
  Yeah,
• 5:32
  that's
• 5:32
  kind
• 5:32
  of,
• 5:32
  that's
• 5:32
  seeming
• 5:33
  like
• 5:33
  seemingly
• 5:33
  like
• 5:33
  the
• 5:34
  theme
• 5:34
  of
• 5:34
  the
• 5:34
  show
• 5:34
  actually
• 5:35
  is
• 5:35
  what
• 5:35
  you
• 5:35
  just
• 5:36
  mentioned
• 5:36
  there.
• 5:36
  Why
• 5:37
  do
• 5:37
  you
• 5:37
  think
• 5:37
  we
• 5:37
  lost
• 5:37
  sight
• 5:38
  of
• 5:38
  that
• 5:38
  as
• 5:38
  an
• 5:38
  industry,
• 5:39
  you
• 5:39
  know,
• 5:39
  for
• 5:39
  so
• 5:39
  long?
• 5:40
  I
• 5:40
  think
• 5:40
  probably
• 5:41
  because
• 5:42
  we
• 5:42
  didn't
• 5:42
  really
• 5:43
  invest
• 5:43
  much
• 5:43
  time
• 5:44
  or
• 5:45
  money
• 5:45
  within
• 5:46
  understanding
• 5:47
  our
• 5:47
  customers.
• 5:47
  We
• 5:48
  just
• 5:48
  expected
• 5:48
  them
• 5:48
  to
• 5:49
  shop.
• 5:50
  And
• 5:50
  obviously
• 5:51
  up
• 5:51
  until
• 5:51
  the
• 5:51
  90s,
• 5:52
  that
• 5:52
  was
• 5:52
  bricks
• 5:52
  and
• 5:53
  mortar.
• 5:53
  So
• 5:53
  we
• 5:54
  concentrated
• 5:54
  on
• 5:54
  stores
• 5:55
  and
• 5:56
  how
• 5:56
  we
• 5:57
  put
• 5:57
  our
• 5:57
  product
• 5:58
  out
• 5:58
  on
• 5:58
  the
• 5:58
  floor,
• 5:59
  shop
• 5:59
  floor.
• 6:00
  And
• 6:00
  then
• 6:00
  all
• 6:00
  of
• 6:01
  a
• 6:01
  sudden
• 6:01
  with
• 6:01
  web
• 6:02
  and
• 6:02
  online,
• 6:03
  technology
• 6:04
  had
• 6:04
  to
• 6:04
  then
• 6:04
  take
• 6:04
  over
• 6:05
  and
• 6:05
  deliver
• 6:06
  that
• 6:06
  experience
• 6:06
  experienced
• 6:07
  in
• 6:07
  an
• 6:07
  online
• 6:08
  capability.
• 6:09
  And
• 6:10
  so
• 6:10
  technology
• 6:10
  became
• 6:11
  the
• 6:11
  center
• 6:12
  of
• 6:12
  the
• 6:13
  work
• 6:13
  that
• 6:13
  retailers
• 6:14
  had
• 6:14
  to
• 6:14
  undertake.
• 6:15
  Right.
• 6:15
  And
• 6:15
  it's
• 6:15
  hitting
• 6:15
  us
• 6:16
  every
• 6:16
  day
• 6:16
  in
• 6:16
  our
• 6:16
  own
• 6:17
  lives
• 6:17
  too.
• 6:17
  So
• 6:18
  it's
• 6:18
  kind
• 6:18
  of
• 6:18
  palpable
• 6:19
  and
• 6:19
  front
• 6:19
  and
• 6:19
  center
• 6:19
  in
• 6:20
  how
• 6:20
  we're
• 6:20
  just
• 6:20
  seeing
• 6:20
  everything
• 6:21
  transpire
• 6:22
  on
• 6:22
  a
• 6:23
  daily
• 6:23
  basis
• 6:23
  as
• 6:23
  well,
• 6:23
  which
• 6:24
  puts
• 6:25
  pressure
• 6:25
  on
• 6:25
  us
• 6:25
  internally
• 6:25
  too,
• 6:26
  in
• 6:26
  organizations.
• 6:26
  I
• 6:26
  would
• 6:27
  think
• 6:27
  you're
• 6:27
  shaking
• 6:27
  your
• 6:27
  head.
• 6:27
  Yes.
• 6:29
  At
• 6:29
  this
• 6:29
  moment
• 6:29
  in
• 6:30
  time,
• 6:30
  I
• 6:30
  think
• 6:30
  we
• 6:31
  are
• 6:31
  at
• 6:31
  a
• 6:31
  pivotal
• 6:31
  moment.
• 6:32
  Yeah,
• 6:32
  really
• 6:33
  pivotal.
• 6:34
  Because
• 6:34
  I
• 6:34
  think
• 6:35
  technology
• 6:35
  is
• 6:35
  going
• 6:35
  to
• 6:36
  become
• 6:36
  really
• 6:36
  exciting
• 6:36
  again.
• 6:38
  I
• 6:38
  think
• 6:38
  over
• 6:38
  the
• 6:38
  past,
• 6:39
  I
• 6:39
  don't
• 6:39
  know,
• 6:40
  five,
• 6:40
  eight
• 6:40
  years,
• 6:41
  we've
• 6:41
  gone
• 6:41
  on
• 6:41
  a
• 6:41
  journey,
• 6:42
  don't
• 6:42
  get
• 6:42
  me
• 6:42
  wrong.
• 6:42
  So
• 6:43
  we've
• 6:43
  gone
• 6:43
  from
• 6:43
  monolith
• 6:43
  through
• 6:44
  composable
• 6:44
  to
• 6:45
  unified.
• 6:46
  I'm
• 6:46
  now
• 6:46
  in
• 6:46
  the
• 6:46
  connected
• 6:47
  space.
• 6:48
  Okay.
• 6:48
  Okay.
• 6:49
  And
• 6:49
  it
• 6:50
  really
• 6:50
  excites
• 6:50
  me.
• 6:51
  Okay.
• 6:51
  But
• 6:51
  I
• 6:51
  still
• 6:52
  think
• 6:52
  it's
• 6:52
  got
• 6:52
  to
• 6:52
  be
• 6:52
  based
• 6:53
  on
• 6:53
  customer,
• 6:53
  customer
• 6:54
  experience
• 6:55
  and
• 6:55
  how
• 6:56
  we're
• 6:56
  going
• 6:56
  to
• 6:56
  serve
• 6:56
  that
• 6:56
  up.
• 6:57
  Yeah.
• 6:57
  And
• 6:57
  I
• 6:57
  imagine
• 6:58
  the
• 6:58
  more
• 6:59
  motif
• 6:59
  there
• 6:59
  that
• 6:59
  you
• 6:59
  didn't
• 7:00
  mention
• 7:00
  is
• 7:00
  AI
• 7:01
  and
• 7:01
  all
• 7:01
  the
• 7:01
  excitement
• 7:02
  around
• 7:02
  that
• 7:03
  and
• 7:03
  all
• 7:03
  the
• 7:04
  urgency
• 7:04
  that
• 7:04
  comes
• 7:04
  around
• 7:05
  that
• 7:05
  too.
• 7:05
  So
• 7:05
  how
• 7:05
  do
• 7:05
  you
• 7:06
  balance,
• 7:06
  in
• 7:06
  your
• 7:06
  role
• 7:07
  at
• 7:07
  river
• 7:08
  island,
• 7:08
  how
• 7:08
  do
• 7:08
  you
• 7:08
  balance
• 7:09
  the
• 7:10
  foundational
• 7:10
  aspects
• 7:11
  of
• 7:11
  what's
• 7:11
  required
• 7:12
  from
• 7:12
  a
• 7:12
  technology
• 7:12
  perspective,
• 7:13
  when
• 7:13
  you
• 7:13
  go
• 7:13
  back
• 7:14
  to
• 7:14
  the
• 7:14
  customer
• 7:14
  with
• 7:15
  the
• 7:15
  urgency
• 7:16
  that's
• 7:16
  out
• 7:16
  there
• 7:16
  around
• 7:17
  just
• 7:17
  how
• 7:17
  quickly
• 7:18
  everything
• 7:18
  is
• 7:18
  changing,
• 7:19
  particularly
• 7:19
  with
• 7:19
  AI
• 7:20
  or
• 7:20
  any
• 7:20
  other
• 7:20
  technology.
• 7:21
  I
• 7:21
  think
• 7:22
  the
• 7:22
  first
• 7:22
  foray
• 7:23
  is
• 7:23
  about
• 7:23
  understanding
• 7:24
  AI
• 7:25
  and
• 7:25
  its
• 7:25
  capability
• 7:26
  and
• 7:26
  what
• 7:26
  it
• 7:26
  can
• 7:26
  do.
• 7:27
  So
• 7:27
  I
• 7:27
  think
• 7:28
  retailers
• 7:28
  are
• 7:28
  sort
• 7:29
  of
• 7:29
  doing
• 7:29
  a
• 7:29
  little
• 7:29
  bit
• 7:29
  of
• 7:29
  trial
• 7:30
  and
• 7:30
  error,
• 7:31
  but
• 7:31
  driving
• 7:31
  efficiency
• 7:32
  from
• 7:33
  really
• 7:34
  improving
• 7:34
  on
• 7:34
  their
• 7:34
  processes
• 7:36
  and
• 7:36
  getting
• 7:36
  the
• 7:36
  benefit
• 7:37
  from
• 7:37
  AI
• 7:37
  first
• 7:38
  and
• 7:38
  foremost
• 7:39
  and
• 7:39
  trialling
• 7:40
  it
• 7:40
  there.
• 7:40
  Okay.
• 7:41
  Once
• 7:42
  they're
• 7:42
  confident
• 7:42
  in
• 7:43
  that
• 7:43
  area,
• 7:43
  I
• 7:44
  think
• 7:44
  then
• 7:44
  they'll
• 7:45
  start
• 7:45
  to
• 7:45
  bring
• 7:45
  it
• 7:46
  into
• 7:46
  a
• 7:46
  customer
• 7:47
  facing
• 7:48
  set
• 7:48
  of
• 7:49
  technology.
• 7:52
  For
• 7:52
  me
• 7:52
  personally,
• 7:53
  I
• 7:54
  love
• 7:54
  the
• 7:54
  idea
• 7:55
  of
• 7:55
  what
• 7:56
  an
• 7:56
  agent
• 7:57
  can
• 7:57
  do
• 7:57
  in
• 7:58
  terms
• 7:58
  of
• 7:58
  bringing
• 7:58
  everything
• 7:59
  together
• 8:00
  so
• 8:00
  that
• 8:00
  I
• 8:00
  as
• 8:00
  a
• 8:00
  customer,
• 8:01
  always
• 8:01
  thinking,
• 8:02
  I
• 8:03
  love
• 8:03
  shopping,
• 8:04
  always
• 8:05
  thinking
• 8:05
  from
• 8:06
  a
• 8:06
  customer
• 8:06
  point
• 8:06
  of
• 8:06
  view.
• 8:07
  I
• 8:07
  want
• 8:08
  agents
• 8:08
  to
• 8:09
  be
• 8:09
  able
• 8:09
  to
• 8:09
  do
• 8:09
  all
• 8:09
  of
• 8:09
  this
• 8:10
  stuff
• 8:10
  behind
• 8:10
  the
• 8:10
  scenes
• 8:11
  to
• 8:11
  make
• 8:11
  my
• 8:12
  experience
• 8:13
  absolutely
• 8:13
  seamless,
• 8:14
  absolutely
• 8:15
  frictionless.
• 8:16
  So
• 8:16
  I
• 8:16
  can
• 8:16
  go
• 8:16
  and
• 8:16
  buy
• 8:16
  from
• 8:17
  multiple
• 8:17
  brands,
• 8:18
  put
• 8:18
  them
• 8:18
  all
• 8:19
  in
• 8:19
  one
• 8:19
  basket
• 8:20
  and
• 8:20
  press
• 8:20
  buy.
• 8:21
  Dangerous
• 8:22
  for
• 8:22
  my
• 8:22
  bank
• 8:22
  balance,
• 8:23
  but
• 8:23
  much
• 8:24
  easier
• 8:24
  from
• 8:24
  a
• 8:25
  customer.
• 8:25
  But
• 8:25
  that
• 8:25
  excites
• 8:26
  you?
• 8:26
  Oh,
• 8:27
  100%.
• 8:27
  It
• 8:28
  excites
• 8:28
  you?
• 8:28
  Yeah.
• 8:29
  Right.
• 8:29
  Well,
• 8:29
  so
• 8:29
  how
• 8:29
  do
• 8:30
  you,
• 8:30
  how
• 8:30
  do
• 8:30
  you,
• 8:31
  how
• 8:31
  do
• 8:31
  you
• 8:31
  anticipate
• 8:32
  or
• 8:32
  what,
• 8:33
  what
• 8:33
  initiatives
• 8:34
  do
• 8:34
  you
• 8:34
  anticipate
• 8:35
  will
• 8:35
  really
• 8:35
  impact
• 8:36
  your
• 8:36
  business
• 8:37
  over
• 8:37
  the
• 8:37
  next
• 8:37
  three
• 8:37
  to
• 8:37
  five
• 8:38
  years?
• 8:38
  What
• 8:38
  are
• 8:38
  you
• 8:38
  trying
• 8:38
  to
• 8:38
  accomplish
• 8:39
  and
• 8:39
  how
• 8:39
  do
• 8:39
  you
• 8:39
  think
• 8:39
  AI
• 8:40
  is
• 8:40
  going
• 8:40
  to
• 8:40
  play
• 8:40
  a
• 8:40
  role
• 8:41
  in
• 8:41
  that?
• 8:42
  So
• 8:43
  in
• 8:43
  the
• 8:43
  transformation
• 8:44
  that
• 8:44
  we're
• 8:44
  undertaking
• 8:44
  at
• 8:44
  this
• 8:45
  moment
• 8:45
  in
• 8:45
  time,
• 8:45
  we're
• 8:45
  re
• 8:46
  platforming
• 8:46
  E
• 8:46
  commerce.
• 8:47
  Oh
• 8:47
  wow.
• 8:47
  With
• 8:47
  that
• 8:48
  we've
• 8:49
  got
• 8:49
  to
• 8:50
  improve
• 8:50
  our
• 8:50
  data.
• 8:51
  Data
• 8:51
  has
• 8:51
  got
• 8:52
  to
• 8:52
  be
• 8:52
  at
• 8:52
  the
• 8:52
  heart
• 8:52
  of
• 8:52
  this
• 8:53
  because
• 8:53
  if
• 8:53
  your
• 8:53
  data
• 8:53
  isn't
• 8:54
  in
• 8:54
  the
• 8:54
  right
• 8:54
  place,
• 8:55
  informing
• 8:57
  the
• 8:57
  search
• 8:58
  and
• 8:58
  discoverability
• 8:58
  of
• 8:59
  your
• 8:59
  products
• 8:59
  through
• 9:00
  all
• 9:00
  of
• 9:00
  these
• 9:00
  agents
• 9:01
  that
• 9:01
  are
• 9:01
  out
• 9:01
  in
• 9:01
  the
• 9:01
  big
• 9:01
  wide
• 9:02
  world,
• 9:02
  people
• 9:02
  aren't
• 9:03
  going
• 9:03
  to
• 9:03
  just
• 9:03
  come
• 9:03
  to
• 9:03
  your
• 9:04
  website,
• 9:04
  they're
• 9:05
  looking
• 9:05
  on
• 9:05
  socials.
• 9:06
  The
• 9:06
  next
• 9:06
  generation
• 9:07
  shops
• 9:08
  completely
• 9:08
  different.
• 9:09
  They
• 9:09
  interact
• 9:10
  very,
• 9:10
  very
• 9:10
  differently.
• 9:11
  And
• 9:12
  so
• 9:12
  therefore
• 9:12
  you've
• 9:12
  got
• 9:12
  to
• 9:12
  be
• 9:13
  present
• 9:13
  and
• 9:13
  discoverable
• 9:14
  anywhere
• 9:15
  and
• 9:15
  everywhere.
• 9:16
  Hopefully
• 9:16
  they
• 9:17
  will
• 9:17
  then
• 9:17
  start
• 9:17
  to
• 9:18
  understand
• 9:18
  your
• 9:18
  brand
• 9:19
  and
• 9:19
  become
• 9:19
  loyal
• 9:19
  to
• 9:19
  your
• 9:20
  brand
• 9:20
  and
• 9:20
  they
• 9:20
  will
• 9:20
  then
• 9:21
  come
• 9:21
  to
• 9:21
  your
• 9:22
  brand
• 9:23
  rather
• 9:23
  than
• 9:23
  going
• 9:23
  through
• 9:24
  any
• 9:24
  other
• 9:24
  platform.
• 9:26
  But
• 9:26
  AI
• 9:26
  is
• 9:26
  going
• 9:27
  to
• 9:27
  lend
• 9:27
  itself.
• 9:28
  So
• 9:28
  get
• 9:28
  your
• 9:28
  data
• 9:29
  first
• 9:29
  and
• 9:29
  foremost.
• 9:29
  So
• 9:30
  our
• 9:30
  product
• 9:30
  data
• 9:30
  and
• 9:31
  the
• 9:31
  descriptions.
• 9:32
  People
• 9:32
  aren't
• 9:33
  looking
• 9:33
  for
• 9:33
  products
• 9:33
  and
• 9:34
  searching
• 9:34
  for
• 9:34
  products
• 9:34
  in
• 9:35
  the
• 9:35
  same
• 9:35
  way?
• 9:35
  Nope.
• 9:36
  So
• 9:36
  you've
• 9:36
  got
• 9:36
  to
• 9:36
  be
• 9:37
  able
• 9:37
  to
• 9:37
  inform
• 9:38
  them
• 9:38
  and
• 9:39
  make
• 9:39
  sure
• 9:39
  that
• 9:39
  people
• 9:39
  can
• 9:40
  find
• 9:40
  your
• 9:40
  products.
• 9:41
  So
• 9:41
  data
• 9:41
  first
• 9:42
  and
• 9:42
  foremost
• 9:42
  that
• 9:43
  your
• 9:43
  products
• 9:44
  are
• 9:44
  out
• 9:44
  there
• 9:45
  then
• 9:45
  I
• 9:45
  think,
• 9:46
  and
• 9:46
  I've
• 9:46
  been
• 9:46
  harping
• 9:47
  on
• 9:47
  about
• 9:47
  it
• 9:47
  for
• 9:47
  a
• 9:47
  couple
• 9:48
  of
• 9:48
  years
• 9:48
  now.
• 9:48
  But
• 9:49
  I'll
• 9:49
  help
• 9:49
  you.
• 9:50
  Voice.
• 9:51
  Voice.
• 9:52
  So
• 9:53
  making
• 9:53
  it
• 9:53
  easier.
• 9:54
  Okay.
• 9:55
  So
• 9:56
  there
• 9:56
  are
• 9:56
  some
• 9:56
  brands
• 9:57
  out
• 9:57
  there
• 9:57
  that
• 9:57
  have
• 9:57
  launched
• 9:58
  shopping
• 9:58
  assistants
• 10:00
  and
• 10:00
  that's
• 10:00
  the
• 10:01
  first
• 10:01
  step
• 10:02
  and
• 10:02
  things
• 10:02
  like
• 10:03
  Alexa
• 10:04
  and
• 10:04
  things
• 10:04
  like
• 10:04
  that.
• 10:05
  You
• 10:05
  can
• 10:06
  look
• 10:06
  for
• 10:06
  your
• 10:06
  recipe
• 10:07
  and
• 10:07
  it
• 10:08
  should
• 10:08
  then
• 10:08
  now
• 10:09
  be
• 10:09
  able
• 10:09
  to
• 10:09
  talk
• 10:09
  you
• 10:09
  through
• 10:10
  that
• 10:10
  recipe
• 10:10
  and
• 10:11
  pause
• 10:11
  it
• 10:11
  at
• 10:11
  the
• 10:11
  relevant
• 10:12
  amount
• 10:12
  of
• 10:13
  time.
• 10:13
  So
• 10:14
  time
• 10:14
  to
• 10:14
  prepare
• 10:15
  and
• 10:15
  mix
• 10:15
  something.
• 10:16
  Time
• 10:16
  for
• 10:16
  it
• 10:16
  to
• 10:16
  go
• 10:16
  in
• 10:16
  the
• 10:16
  oven
• 10:17
  and
• 10:17
  cook
• 10:17
  and
• 10:18
  bring
• 10:18
  you
• 10:18
  back
• 10:18
  to
• 10:19
  the
• 10:19
  next
• 10:19
  step
• 10:19
  in
• 10:20
  your
• 10:20
  recipe
• 10:20
  in
• 10:20
  making
• 10:22
  a
• 10:22
  dish.
• 10:22
  Right.
• 10:23
  And
• 10:23
  that
• 10:24
  comes
• 10:24
  into
• 10:24
  retail
• 10:25
  world.
• 10:25
  Okay.
• 10:26
  So
• 10:26
  if
• 10:26
  I'm
• 10:26
  browsing
• 10:27
  for
• 10:27
  something,
• 10:27
  I
• 10:28
  want
• 10:28
  to
• 10:28
  be
• 10:28
  able
• 10:28
  to
• 10:28
  talk.
• 10:29
  Okay.
• 10:29
  So
• 10:31
  agent
• 10:31
  serves
• 10:31
  me
• 10:31
  up
• 10:32
  a
• 10:32
  load
• 10:32
  of
• 10:32
  products.
• 10:33
  Would
• 10:33
  you
• 10:33
  like
• 10:33
  to
• 10:33
  buy
• 10:34
  that?
• 10:34
  Yeah.
• 10:34
  Add
• 10:34
  that
• 10:35
  to
• 10:35
  my
• 10:35
  basket.
• 10:36
  Data
• 10:37
  holds
• 10:38
  my
• 10:38
  sizes,
• 10:39
  all
• 10:39
  of
• 10:39
  that
• 10:39
  information
• 10:40
  on
• 10:40
  me
• 10:40
  in
• 10:41
  my
• 10:41
  device.
• 10:42
  So
• 10:42
  it
• 10:42
  adds
• 10:42
  the
• 10:42
  right
• 10:43
  size.
• 10:43
  It
• 10:44
  knows
• 10:44
  that
• 10:44
  it's
• 10:45
  available
• 10:45
  because
• 10:45
  the
• 10:45
  agents
• 10:46
  have
• 10:46
  squirreled
• 10:46
  away
• 10:46
  in
• 10:47
  the
• 10:47
  background.
• 10:47
  So
• 10:48
  it
• 10:48
  can
• 10:48
  add
• 10:48
  it
• 10:48
  to
• 10:48
  my
• 10:48
  bag
• 10:49
  because
• 10:49
  I'm
• 10:49
  going
• 10:49
  to
• 10:49
  be
• 10:49
  able
• 10:49
  to
• 10:49
  buy
• 10:50
  it.
• 10:50
  Then
• 10:50
  it
• 10:50
  might
• 10:51
  offer
• 10:51
  me
• 10:51
  a
• 10:52
  complimentary
• 10:52
  item.
• 10:53
  Do
• 10:53
  you
• 10:54
  want
• 10:54
  to
• 10:54
  look
• 10:54
  at
• 10:54
  something
• 10:54
  to
• 10:55
  go
• 10:55
  with
• 10:55
  that?
• 10:55
  A
• 10:55
  top,
• 10:55
  a
• 10:56
  bottom,
• 10:56
  a
• 10:56
  couple
• 10:56
  pair
• 10:56
  of
• 10:56
  shoes,
• 10:56
  a
• 10:57
  handbag,
• 10:57
  whatever.
• 10:58
  And
• 10:58
  I
• 10:58
  can
• 10:58
  say,
• 10:58
  yes,
• 10:59
  please
• 10:59
  show
• 10:59
  me
• 10:59
  some
• 10:59
  other.
• 11:00
  And
• 11:00
  it's
• 11:00
  all
• 11:01
  voice
• 11:01
  activated.
• 11:02
  So
• 11:02
  that's
• 11:02
  your
• 11:02
  vision
• 11:03
  of
• 11:03
  this?
• 11:03
  That's,
• 11:03
  you
• 11:04
  know,
• 11:04
  I
• 11:05
  know
• 11:05
  you
• 11:05
  have
• 11:05
  more
• 11:05
  you
• 11:05
  want
• 11:05
  to
• 11:05
  say
• 11:05
  too,
• 11:06
  but.
• 11:06
  So
• 11:06
  that's
• 11:06
  your
• 11:06
  vision
• 11:06
  of
• 11:07
  it,
• 11:07
  basically.
• 11:07
  So
• 11:08
  if
• 11:08
  I'm,
• 11:08
  if
• 11:09
  I'm
• 11:09
  to
• 11:09
  read
• 11:09
  between
• 11:10
  the
• 11:10
  lines,
• 11:10
  then.
• 11:10
  So
• 11:10
  you're
• 11:10
  saying
• 11:11
  like
• 11:11
  you,
• 11:11
  you
• 11:12
  want
• 11:12
  to
• 11:12
  improve
• 11:12
  the
• 11:12
  data
• 11:13
  on
• 11:13
  the
• 11:13
  site.
• 11:13
  You're
• 11:13
  re
• 11:13
  platforming
• 11:14
  the
• 11:14
  site.
• 11:14
  You
• 11:14
  want
• 11:14
  to
• 11:14
  get
• 11:15
  it
• 11:15
  ready
• 11:15
  for
• 11:15
  basically
• 11:15
  an
• 11:16
  LLM
• 11:16
  type
• 11:17
  interaction
• 11:17
  that
• 11:18
  can
• 11:18
  be
• 11:18
  activated
• 11:19
  by
• 11:19
  voice.
• 11:20
  You're
• 11:20
  the
• 11:20
  first
• 11:20
  person
• 11:20
  I've
• 11:20
  talked
• 11:21
  to
• 11:21
  that's
• 11:21
  actually
• 11:21
  said
• 11:21
  that.
• 11:22
  I've
• 11:22
  heard
• 11:22
  the
• 11:22
  first
• 11:22
  part
• 11:22
  of
• 11:23
  that,
• 11:23
  like,
• 11:23
  you
• 11:23
  know,
• 11:23
  activating
• 11:24
  LLM
• 11:24
  search
• 11:25
  on
• 11:25
  my
• 11:25
  site,
• 11:26
  but
• 11:26
  not
• 11:26
  really
• 11:26
  going
• 11:27
  the
• 11:27
  voice
• 11:27
  route.
• 11:27
  You
• 11:27
  think
• 11:28
  there's
• 11:28
  a
• 11:28
  need
• 11:28
  there?
• 11:28
  Yeah.
• 11:29
  Okay.
• 11:29
  All
• 11:30
  right.
• 11:31
  We're
• 11:31
  adding
• 11:31
  in
• 11:31
  search
• 11:32
  and
• 11:32
  merch
• 11:32
  as
• 11:32
  well.
• 11:33
  Capability.
• 11:34
  And
• 11:34
  that
• 11:34
  product
• 11:35
  that
• 11:35
  we've
• 11:35
  bought
• 11:36
  has
• 11:36
  got
• 11:36
  voice
• 11:37
  coming
• 11:37
  later
• 11:37
  this
• 11:38
  year.
• 11:38
  Okay.
• 11:38
  So
• 11:39
  I'm
• 11:39
  super
• 11:39
  excited.
• 11:40
  Okay.
• 11:40
  All
• 11:41
  right.
• 11:41
  I
• 11:41
  would
• 11:41
  be
• 11:41
  an
• 11:41
  early
• 11:42
  adopter.
• 11:42
  Yeah,
• 11:42
  yeah,
• 11:43
  definitely.
• 11:43
  You
• 11:43
  definitely
• 11:43
  will
• 11:44
  be.
• 11:44
  Yeah.
• 11:44
  You
• 11:44
  definitely.
• 11:45
  Was
• 11:45
  that
• 11:45
  it
• 11:45
  there?
• 11:45
  Was.
• 11:46
  Did
• 11:47
  I
• 11:47
  get
• 11:47
  you?
• 11:47
  Did
• 11:47
  I
• 11:47
  mess
• 11:48
  up
• 11:48
  your
• 11:48
  flow
• 11:48
  there?
• 11:48
  I
• 11:48
  think
• 11:49
  you
• 11:49
  said
• 11:49
  you
• 11:49
  had
• 11:49
  three
• 11:49
  things
• 11:50
  and
• 11:50
  that.
• 11:50
  Was
• 11:50
  that
• 11:50
  all
• 11:50
  of
• 11:50
  them?
• 11:51
  No,
• 11:51
  there's
• 11:52
  one
• 11:52
  more.
• 11:52
  Right.
• 11:52
  Okay.
• 11:53
  The
• 11:53
  third
• 11:53
  thing
• 11:53
  is
• 11:53
  integrations,
• 11:55
  because
• 11:55
  if
• 11:55
  you
• 11:55
  Think
• 11:55
  about
• 11:56
  the
• 11:56
  shoppers
• 11:56
  of
• 11:56
  the
• 11:56
  future.
• 11:57
  They
• 11:57
  want
• 11:58
  all
• 11:58
  of
• 11:58
  that
• 11:58
  information
• 11:59
  in
• 11:59
  real
• 12:00
  time.
• 12:00
  It's
• 12:00
  got
• 12:01
  to
• 12:01
  be
• 12:01
  at
• 12:01
  the
• 12:01
  end
• 12:01
  of
• 12:01
  their
• 12:01
  fingertips.
• 12:02
  And
• 12:03
  if
• 12:03
  you
• 12:03
  don't
• 12:03
  get
• 12:03
  performance
• 12:04
  integrations
• 12:05
  enabling
• 12:05
  that,
• 12:06
  you're
• 12:07
  going
• 12:07
  to
• 12:07
  fail
• 12:07
  at
• 12:07
  the
• 12:07
  first
• 12:07
  hurdle.
• 12:08
  So
• 12:09
  integrations,
• 12:09
  integrations,
• 12:10
  data
• 12:11
  integrations.
• 12:12
  Data
• 12:12
  integrations.
• 12:13
  And
• 12:13
  which
• 12:13
  integrations
• 12:14
  are
• 12:14
  most
• 12:14
  key
• 12:14
  for
• 12:15
  success?
• 12:16
  Are
• 12:16
  you
• 12:16
  thinking
• 12:16
  like
• 12:17
  inventory,
• 12:18
  like
• 12:18
  availability,
• 12:19
  shipping
• 12:19
  speeds,
• 12:20
  all
• 12:20
  that
• 12:21
  type
• 12:21
  of
• 12:21
  data
• 12:21
  that
• 12:21
  needs
• 12:21
  to
• 12:22
  feed
• 12:22
  into
• 12:22
  the
• 12:22
  questions
• 12:23
  the
• 12:23
  customer
• 12:23
  is
• 12:23
  going
• 12:23
  to
• 12:23
  ask
• 12:24
  about
• 12:24
  the
• 12:24
  purchase?
• 12:25
  100%.
• 12:25
  Okay,
• 12:26
  all
• 12:26
  right,
• 12:26
  got
• 12:26
  it.
• 12:27
  So
• 12:27
  it
• 12:27
  gives
• 12:27
  me
• 12:27
  that
• 12:27
  choice.
• 12:28
  But
• 12:28
  the
• 12:28
  other
• 12:29
  thing
• 12:29
  that
• 12:29
  I
• 12:29
  think
• 12:29
  technology
• 12:30
  is
• 12:31
  lagging
• 12:31
  behind
• 12:32
  on
• 12:32
  and
• 12:32
  has
• 12:32
  done
• 12:32
  for
• 12:32
  years
• 12:33
  is
• 12:33
  returns.
• 12:34
  Yes.
• 12:35
  Retailers
• 12:35
  don't
• 12:36
  want
• 12:36
  to
• 12:36
  encourage
• 12:36
  returns
• 12:37
  and
• 12:37
  I
• 12:37
  understand
• 12:37
  completely
• 12:38
  why.
• 12:38
  It
• 12:38
  costs
• 12:39
  us
• 12:39
  a
• 12:39
  lot
• 12:39
  of
• 12:39
  money
• 12:40
  to
• 12:40
  access
• 12:40
  a
• 12:40
  return.
• 12:41
  But
• 12:41
  at
• 12:41
  the
• 12:41
  end
• 12:41
  of
• 12:41
  the
• 12:42
  day,
• 12:42
  sizes
• 12:43
  are
• 12:43
  so
• 12:43
  disparate
• 12:44
  across
• 12:44
  clothing,
• 12:45
  shoes
• 12:45
  and
• 12:45
  things
• 12:45
  like
• 12:45
  that.
• 12:46
  People
• 12:46
  often
• 12:47
  buy
• 12:47
  two
• 12:47
  sizes,
• 12:48
  three
• 12:48
  sizes.
• 12:48
  So
• 12:49
  they're
• 12:49
  going
• 12:49
  to
• 12:49
  return.
• 12:49
  Yep.
• 12:50
  But
• 12:50
  the
• 12:50
  returns
• 12:51
  process
• 12:51
  is
• 12:51
  absolutely
• 12:52
  bleep,
• 12:53
  bleep,
• 12:53
  bleep.
• 12:53
  Yeah,
• 12:53
  yeah,
• 12:54
  yeah.
• 12:54
  No,
• 12:54
  it's
• 12:54
  a
• 12:54
  problem
• 12:55
  that
• 12:55
  we
• 12:55
  have
• 12:55
  not
• 12:55
  figured
• 12:56
  out
• 12:56
  yet,
• 12:56
  you
• 12:56
  know,
• 12:56
  fully,
• 12:57
  and
• 12:57
  I
• 12:57
  don't
• 12:57
  know
• 12:57
  that
• 12:57
  we
• 12:58
  ever
• 12:58
  will,
• 12:58
  quite
• 12:58
  honestly.
• 12:59
  It's
• 12:59
  a
• 12:59
  tricky
• 12:59
  one
• 12:59
  car
• 13:00
  game
• 13:00
  with
• 13:01
  Uber
• 13:02
  and.
• 13:02
  Yes.
• 13:03
  I
• 13:03
  just
• 13:03
  read
• 13:03
  about
• 13:03
  that
• 13:03
  this
• 13:04
  week.
• 13:04
  Yes.
• 13:04
  So
• 13:05
  they've
• 13:05
  been
• 13:05
  trialing
• 13:05
  that
• 13:05
  over
• 13:06
  the
• 13:06
  past
• 13:06
  year
• 13:06
  or
• 13:06
  so
• 13:07
  where
• 13:07
  you
• 13:07
  can
• 13:08
  literally
• 13:08
  curbside
• 13:09
  pick
• 13:09
  up
• 13:09
  and
• 13:09
  they
• 13:09
  will
• 13:10
  take
• 13:10
  your
• 13:10
  return
• 13:10
  wherever
• 13:11
  it's
• 13:11
  got
• 13:11
  to
• 13:11
  go
• 13:11
  or
• 13:12
  go
• 13:12
  and
• 13:12
  post
• 13:12
  it,
• 13:13
  take
• 13:13
  it
• 13:13
  to
• 13:13
  Western
• 13:13
  Union
• 13:14
  or
• 13:14
  whatever.
• 13:14
  Yeah,
• 13:14
  right,
• 13:15
  right.
• 13:15
  And.
• 13:16
  And
• 13:16
  I
• 13:16
  think
• 13:16
  that
• 13:17
  first
• 13:17
  step
• 13:18
  still
• 13:18
  not
• 13:18
  making
• 13:19
  it
• 13:19
  super
• 13:19
  easy
• 13:20
  and
• 13:20
  especially
• 13:20
  for
• 13:20
  people
• 13:21
  like
• 13:21
  me
• 13:21
  that
• 13:21
  live
• 13:21
  in
• 13:21
  the
• 13:21
  middle
• 13:22
  of
• 13:22
  nowhere.
• 13:22
  No,
• 13:22
  no.
• 13:23
  So
• 13:23
  it's
• 13:23
  hard
• 13:24
  for
• 13:24
  me
• 13:24
  to
• 13:24
  do
• 13:24
  that.
• 13:24
  Yeah.
• 13:24
  And
• 13:24
  it's
• 13:25
  still
• 13:25
  costly
• 13:25
  too,
• 13:25
  you
• 13:25
  know,
• 13:26
  it's
• 13:26
  still
• 13:26
  a
• 13:26
  lot
• 13:26
  of
• 13:26
  cost
• 13:26
  associated
• 13:27
  with
• 13:27
  that.
• 13:27
  All
• 13:28
  right,
• 13:28
  well,
• 13:28
  let's
• 13:28
  get
• 13:28
  you
• 13:28
  out
• 13:28
  here
• 13:29
  on
• 13:29
  this.
• 13:29
  So
• 13:30
  I'm
• 13:30
  curious.
• 13:30
  This
• 13:31
  is
• 13:31
  always
• 13:31
  a
• 13:31
  fun
• 13:31
  question.
• 13:32
  Let's
• 13:33
  say
• 13:33
  we're
• 13:33
  here
• 13:33
  again,
• 13:33
  let's
• 13:34
  say
• 13:34
  it's
• 13:34
  2027,
• 13:35
  we're
• 13:35
  at
• 13:35
  RTS
• 13:36
  and
• 13:36
  hopefully
• 13:37
  I
• 13:37
  get
• 13:37
  the
• 13:37
  privilege
• 13:37
  of
• 13:38
  interviewing
• 13:38
  you
• 13:38
  again
• 13:38
  and
• 13:39
  you
• 13:39
  get
• 13:39
  the
• 13:39
  privilege
• 13:39
  of
• 13:39
  attending
• 13:40
  this
• 13:40
  conference
• 13:40
  again.
• 13:42
  What
• 13:42
  do
• 13:42
  you
• 13:42
  hope
• 13:43
  that
• 13:43
  you
• 13:43
  accomplish
• 13:44
  one
• 13:44
  year
• 13:44
  from
• 13:44
  now
• 13:45
  in
• 13:45
  your
• 13:45
  job?
• 13:45
  What
• 13:45
  do
• 13:45
  you
• 13:45
  hope
• 13:46
  you
• 13:46
  could
• 13:46
  be
• 13:46
  talking
• 13:47
  to
• 13:47
  me
• 13:47
  about
• 13:48
  one
• 13:48
  year
• 13:48
  from
• 13:48
  now
• 13:48
  that
• 13:49
  you're
• 13:49
  really
• 13:49
  proud
• 13:49
  of
• 13:51
  a.
• 13:51
  The
• 13:51
  transformation's
• 13:52
  got
• 13:52
  to
• 13:52
  have
• 13:52
  landed
• 13:54
  re.
• 13:54
  Platforming
• 13:54
  that
• 13:55
  site
• 13:55
  successfully.
• 13:56
  Yeah.
• 13:56
  And
• 13:57
  that
• 13:58
  aligns
• 13:58
  to
• 13:58
  the
• 13:59
  business
• 13:59
  strategy.
• 13:59
  Right.
• 14:00
  And
• 14:00
  that
• 14:01
  we've
• 14:01
  then
• 14:01
  decided
• 14:02
  what
• 14:03
  having
• 14:03
  enabled
• 14:04
  river
• 14:04
  island
• 14:05
  is.
• 14:05
  Then
• 14:06
  what
• 14:06
  are
• 14:06
  we
• 14:06
  going
• 14:06
  to
• 14:06
  do
• 14:07
  next?
• 14:07
  River
• 14:07
  island
• 14:08
  doesn't
• 14:08
  have
• 14:08
  a
• 14:08
  loyalty
• 14:09
  program,
• 14:09
  so
• 14:10
  I'd
• 14:10
  like
• 14:10
  to
• 14:10
  see
• 14:10
  us
• 14:11
  taking
• 14:11
  that
• 14:11
  next
• 14:12
  step
• 14:12
  and
• 14:12
  really
• 14:13
  driving
• 14:14
  personalization
• 14:15
  so
• 14:15
  that,
• 14:16
  for
• 14:16
  example,
• 14:16
  dynamic
• 14:17
  pricing,
• 14:18
  so
• 14:18
  that
• 14:18
  if
• 14:18
  you're
• 14:18
  browsing
• 14:19
  and
• 14:19
  I'm
• 14:20
  browsing
• 14:20
  for
• 14:20
  the
• 14:20
  same
• 14:21
  products,
• 14:21
  I'm
• 14:22
  a
• 14:22
  frequent
• 14:22
  shopper.
• 14:23
  You're
• 14:23
  not
• 14:23
  a
• 14:23
  frequent
• 14:24
  shopper,
• 14:24
  but
• 14:25
  I
• 14:25
  want
• 14:25
  to
• 14:25
  incentivise
• 14:26
  you
• 14:26
  to
• 14:26
  become
• 14:26
  a
• 14:26
  frequent
• 14:27
  shopper.
• 14:27
  Your
• 14:28
  pricing
• 14:28
  might
• 14:28
  be
• 14:28
  different
• 14:29
  from
• 14:29
  my
• 14:29
  pricing.
• 14:30
  So
• 14:30
  I
• 14:30
  start
• 14:30
  to
• 14:31
  really
• 14:31
  personalise
• 14:32
  things
• 14:32
  for
• 14:32
  us
• 14:33
  as
• 14:33
  we're
• 14:33
  shopping.
• 14:34
  Or
• 14:34
  even
• 14:35
  just
• 14:35
  loyalty
• 14:35
  schemes.
• 14:35
  Like,
• 14:36
  you
• 14:36
  know,
• 14:36
  just
• 14:36
  differences
• 14:36
  in
• 14:37
  loyalty
• 14:37
  schemes.
• 14:38
  Yeah,
• 14:38
  no,
• 14:38
  yeah,
• 14:39
  yeah,
• 14:39
  yeah,
• 14:39
  yeah.
• 14:40
  There's.
• 14:40
  There's
• 14:40
  so
• 14:40
  many
• 14:40
  different
• 14:41
  things
• 14:41
  you
• 14:41
  can
• 14:41
  do,
• 14:41
  particularly
• 14:42
  in
• 14:42
  the
• 14:42
  digital
• 14:42
  space.
• 14:42
  Yeah.
• 14:43
  And
• 14:43
  experiences.
• 14:44
  So
• 14:46
  in
• 14:46
  some
• 14:46
  respects,
• 14:47
  I
• 14:47
  think
• 14:47
  I'm
• 14:47
  going
• 14:47
  back
• 14:48
  to
• 14:48
  the
• 14:48
  80s
• 14:48
  and
• 14:48
  the
• 14:48
  90s,
• 14:49
  where
• 14:49
  we
• 14:49
  were
• 14:49
  starting
• 14:50
  to
• 14:51
  curate
• 14:51
  experiences
• 14:52
  and
• 14:52
  things
• 14:52
  like
• 14:52
  that.
• 14:53
  But
• 14:53
  you
• 14:54
  think
• 14:54
  about
• 14:54
  the
• 14:54
  next
• 14:54
  generation.
• 14:55
  Do
• 14:55
  they
• 14:56
  know
• 14:56
  how
• 14:56
  to
• 14:56
  put
• 14:56
  an
• 14:57
  outfit
• 14:57
  together
• 14:57
  for
• 14:57
  a
• 14:58
  job
• 14:58
  interview?
• 14:59
  So
• 14:59
  they
• 14:59
  know
• 14:59
  how
• 14:59
  to
• 14:59
  put
• 15:00
  an
• 15:00
  outfit
• 15:00
  together
• 15:00
  for
• 15:01
  a
• 15:01
  wedding
• 15:01
  or
• 15:01
  a
• 15:01
  function
• 15:02
  or
• 15:02
  whatever.
• 15:02
  So
• 15:03
  bringing
• 15:03
  that
• 15:03
  sort
• 15:04
  of
• 15:04
  thing
• 15:04
  to
• 15:04
  life,
• 15:04
  we
• 15:05
  do
• 15:05
  it
• 15:05
  with
• 15:05
  beauty,
• 15:06
  so
• 15:06
  you
• 15:06
  can
• 15:06
  go
• 15:06
  and
• 15:06
  get
• 15:07
  makeup
• 15:07
  lessons
• 15:08
  and
• 15:08
  they
• 15:08
  look
• 15:08
  at
• 15:08
  it,
• 15:08
  that
• 15:09
  sort
• 15:09
  of
• 15:09
  thing
• 15:09
  on
• 15:09
  TikTok
• 15:10
  and
• 15:10
  things
• 15:10
  like
• 15:10
  that.
• 15:11
  So
• 15:11
  why
• 15:11
  not
• 15:11
  bring
• 15:12
  that
• 15:12
  to
• 15:12
  life?
• 15:13
  And
• 15:13
  if
• 15:13
  you
• 15:13
  can
• 15:13
  do
• 15:13
  that
• 15:13
  in
• 15:14
  bricks
• 15:14
  and
• 15:14
  mortar,
• 15:14
  how
• 15:14
  do
• 15:15
  you
• 15:15
  then
• 15:15
  translate
• 15:15
  that
• 15:16
  into
• 15:16
  online
• 15:17
  world,
• 15:17
  app
• 15:18
  world?
• 15:18
  So
• 15:19
  all
• 15:19
  of
• 15:19
  that
• 15:20
  sort
• 15:20
  of
• 15:21
  engagement,
• 15:22
  personalization
• 15:24
  experience,
• 15:24
  experience
• 15:25
  from
• 15:25
  a
• 15:25
  customer
• 15:25
  has
• 15:25
  got
• 15:26
  to
• 15:26
  come.
• 15:27
  Well,
• 15:27
  it
• 15:27
  sounds
• 15:27
  like.
• 15:28
  It
• 15:28
  sounds
• 15:28
  like
• 15:28
  you've
• 15:28
  got
• 15:28
  a
• 15:28
  really
• 15:28
  fun
• 15:29
  job
• 15:29
  and
• 15:29
  a
• 15:29
  lot
• 15:29
  on
• 15:29
  your
• 15:30
  plate
• 15:30
  too.
• 15:30
  So
• 15:31
  I'll
• 15:31
  be
• 15:31
  watching
• 15:31
  very
• 15:31
  closely
• 15:32
  to
• 15:32
  see
• 15:32
  how
• 15:32
  you
• 15:32
  pull
• 15:32
  it
• 15:32
  off
• 15:33
  and
• 15:33
  hopefully,
• 15:33
  hopefully
• 15:34
  we'll
• 15:34
  get
• 15:34
  a
• 15:34
  chance
• 15:34
  to
• 15:34
  interview
• 15:35
  you
• 15:35
  again
• 15:35
  next
• 15:35
  year.
• 15:36
  So
• 15:36
  thank
• 15:36
  you
• 15:36
  for
• 15:36
  your
• 15:36
  time
• 15:37
  today.
• 15:37
  It's
• 15:38
  a
• 15:38
  real
• 15:38
  pleasure
• 15:38
  and
• 15:38
  I
• 15:39
  really
• 15:39
  enjoyed
• 15:39
  this
• 15:39
  conversation
• 15:40
  to
• 15:40
  set
• 15:40
  the
• 15:40
  table
• 15:41
  for
• 15:41
  day
• 15:41
  two
• 15:41
  of
• 15:42
  the
• 15:42
  Retail
• 15:42
  Technology
• 15:43
  Show.
• 15:43
  Thank
• 15:43
  you
• 15:44
  to
• 15:44
  the
• 15:44
  Retail
• 15:44
  Technology
• 15:44
  show
• 15:45
  and
• 15:45
  Evusion
• 15:46
  as
• 15:46
  well,
• 15:46
  for
• 15:46
  making
• 15:46
  our
• 15:47
  coverage
• 15:47
  of
• 15:48
  this
• 15:48
  event
• 15:48
  possible.
• 15:49
  And
• 15:49
  on
• 15:49
  behalf
• 15:49
  of
• 15:50
  all
• 15:50
  of
• 15:50
  us
• 15:50
  at
• 15:50
  omnitalk,
• 15:51
  as
• 15:51
  always,
• 15:51
  be
• 15:51
  careful
• 15:52
  out
• 15:52
  there.