2025 review: AI is messy, the high street is alive and kicking, and Amazon is on the defensive — Retail Technology Innovation Hub
If there is one theme emerging from the post-Black Friday chaos, it’s that the retail narrative is anything but linear right now. So says Lewis Hawkes, Senior Manager Store Operating Model UK&! at Currys.In a LinkedIn post, he said: "I’ve been reviewing the data, and we are seeing a fascinating tug of war between high tech adoption and traditional value hunting."Three specific narratives that stood out for Hawkes:1. While the industry obsesses over digital dominance, physical queues told a strong story this weekend. Reports show that shopping centres were busier than expected, with huge footfall at specialist retailers like Sephora. "Combined with record traffic at warehouse style club membership retailers, basically Costco and the like, (up nearly 10% in some regions), it’s clear that when the value proposition is right, people still crave the physical store experience."2. Online sales hit a massive $11.8 billion, and the data suggests AI agents were involved in a quarter of those purchases. But the debate on how we use AI is crucial."There is valid scepticism that "shopping research" via chatbots is even a mass use case yet, most searches are still transactional (buying), not research heavy (browsing). However, Walmart’s move to test ads in its Sparky AI search feels like a win here. If AI search tools are increasing conversion rates, monetising that high intent traffic is a brilliant move to protect margins while keeping shoppers on-site."3. Despite reports claiming 2026 will be the break out year for smart glasses, Hawkes is aligned with the sceptics. Unless the tech becomes invisible and fits seamlessly into existing fashion frames, these devices risk becoming novelties that collect dust, he believes.
Comments (0)