Highlights from TheIndustry.fashion Retail Reset Summit 2025

TheIndustry.fashion’s Retail Reset summit brought together some of the UK’s most forward-thinking fashion leaders for a powerful day of networking, insight, and strategic planning.

Through a programme of panel discussions, keynote interviews, and expert presentations, attendees - including Selfridges, ASOS, H&M, Primark, Urban Outfitters, Barbour, eBay, Farfetch, Foot Locker, John Lewis, Karen Millen, Longchamp, Mulberry, Pandora, Paul Smith, AllSaints, Abercrombie & Fitch, TFG London, The Fold, TALA, Scamp & Dude and more - gained critical direction and inspiration on the forces shaping the future of fashion retail.

Taking place at the illustrious Nobu Hotel in London, the event explored the emergence of a new era in fashion retail, equipping attendees with the insights needed to stay ahead of key trends, refine their strategies, and build valuable new industry connections.

Hosted in partnership with Bleckmann and sponsored by Noatum Logistics, these logistics powerhouses were joined by speakers from John Lewis, ASOS, The Future Laboratory, SoJo, By Rotation, Diptyque, Mamu, The Dressing Room, NRBY Clothing, DREST, Nadine Merabi, Coco de Mer, END, and more.

The Synthocene Era: what the future of retail and customer interaction will play out in the era of AI

The co-founder of trend authority The Future Laboratory, Chris Sanderson, kicked off the summit with a thought-provoking presentation, explaining how, through our interactions with AI, fashion brands will soon undergo a transformation that demands a complete reimagining of how they connect and engage with consumers.

He shared that by 2030, our interactions with AI, extended reality, and biotech will propel us into a future where the boundaries between the real and the artificial will irrevocably blur. As digital touchpoints multiply, consumers will simultaneously crave more embodied, tactile experiences from brands.

"Traditional retail spaces are constantly being challenged. We must start to think about reimagining these white boxes as fluid spaces where so much can happen, and reinvent the experience with AI-powered tools to engage with consumers and extend our brand through different touchpoints," explained Sanderson.

He added that retail and business have a vital role to play in exploring the opportunities that AI presents - understanding how to use it, how it can transform business, reshape our structures, and ensure it becomes a technology that allows them to define how they want to operate.

Creativity meets compliance 

Cameron Worth, founder and CEO of SharpEnd / io.tt, delivered a compelling presentation titled "Creativity Meets Compliance". In it, he explored how brands are navigating the growing landscape of product legislation - such as the Digital Product Passport (DPP) - by leveraging connected technologies like QR codes and NFC.

Through his business, Worth helps brands and retailers connect more closely with their customers by creating rich, connected experiences - including those centred around circularity. These activations are designed to be interactive, story-driven, and capable of tracing products throughout the supply chain.

By scanning a QR code or tapping an NFC tag, Worth helps brands guide consumers to an intuitive, visually-led experience that seamlessly blends product intelligence with embedded marketing.

Speaking about the necessity of implementing these technologies - but doing it well - Worth explains: "Legislation is coming - many global regulations are mandating that brands adopt digital IDs on products. Brands have to do this; it not only benefits their business but also the industry as a whole. But don't settle for mere compliance - make sure it looks good too. Take customers on an intuitive, graphic-led experience."

Circularity takes centre stage as sustainable practice goes mainstream

Hans Robben, Programme Manager of The Renewal Workshop at Bleckmann, took the stage alongside Josephine Philips, founder and CEO of SoJo, and Eshita Kabra, founder and CEO of By Rotation. Together, they brought a powerful message about the evolving landscape of circular fashion, emphasising the critical role that logistics, repair, and resale play in driving sustainability within the industry.

Central to Bleckmann’s sustainability mission is The Renewal Workshop, a fully integrated circular solution acquired three years ago. Robben highlighted the workshop’s focus on addressing pressing challenges, particularly the issue of damaged returns, noting that up to 50% of returned items can be restored and resold as new, while many others still hold significant value for resale even if they don’t meet "new" standards.

Further proving this point, clothing repair and alterations expert SoJo has expanded its reach through partnerships with major brands like M&S. "Damaged products are often treated as a loss - especially when they're not repaired or resold at full value. But the ability to repair and quickly return items to the shop floor unlocks new revenue while minimising cost. What was once a sinkhole for cash can be transformed into a revenue stream," added Philips.

Beyond repairs and returns, circularity also demands thoughtful design from the very start of a product’s life. Kabra stressed the importance of incorporating sustainable practices in garment creation. "Brands are becoming more aware that if clothing lasts longer, people are more likely to see it as a worthwhile investment," suggested Kabra.

Robben concluded the session on an optimistic note, emphasising that circularity is no longer an afterthought but a growing priority for many brands. "More and more brands are engaging with these new business models," he said. "There’s still room to do more - and do better - but the momentum is positive. We’re optimistic about this shift."

Read the full session highlights here.

The physical retail renaissance: the return and elevation of physical retail

Diptyque is a luxury business that has expanded in recent years, not only its core offering into a lifestyle brand but also its retail footprint. Amanda Morgan, its Managing Director UK, explained how the brand has been "elevating" its retail strategy with new experiential boutiques.

The perfect example of this, Morgan pointed out, is the Maison Diptyque London, which opened last year.

"At the time, there was a slowdown in the economy, so we opened with conviction. It was a lot of investment. It was a risky move," she said. But Morgan also stressed that: "The ability to host clients is important. The dwell time is quite high. It's important they visit to even read a book or browse. We follow them along this journey."

This concept-style store not only dips into the growing trend of experiential retail - note its pop-up style shop within the space used for workshops and a rotating gallery - but also connects customers with the founders’ and the brand’s core storytelling. "The store is a curated space for our customers and community to explore, learn, and understand the history of the brand," Morgan added.

A new age of independence: how independent brands and retailers are finding favour again

While examining the retail reset, it's important to highlight the independent retailers that have been booming during the post-pandemic era. During the expert panel, we heard from some of the best independent retailers Britain has to offer.

Barbara Horspool very recently launched Mamu. She shared insights about setting up her independent business during this session. "I’ve done this independently. I couldn’t believe who wanted to help me grow this business. The more we can do to help each other thrive in this industry, the better, because it's tough," she said.

She also explained that to compete with high street giants, "you need to have a niche or find something that everyone else isn’t doing. It’s not just the product, it's the message and the marketing."

Deryane Tadd founded The Dressing Room 20 years ago, riding the turbulent waves of independent fashion retail. She shared that the key for her is appealing to her affluent core customer but also enticing newer generations. She said: "As an independent retailer, having 100 brands seems excessive, but it’s important you have that mixture of high and low so customers feel like they’re discovering product every time they come in."

Founder storytelling is also a big selling point, helping customers connect with the brand. "There’s an absolute correlation between the social media reels I do and the sales we see," Tadd revealed.

Jo Hooper, founder and CEO at NRBY Clothing, agreed. "One of the things we have as smaller businesses is that connectivity. That kind of relationship is impossible to replicate with bigger businesses or fashion conglomerates," she added.

Building an engaged, motivated and diverse workforce

Culture & Community Strategist Geoffrey O. Williams, previously Vice President of Diversity & Equity at Burberry, explained the importance of knowing your workforce and using this as an opportunity to connect with consumers. Who knows your customers better than those interacting on the shop floor every day?

A key takeaway from Williams was his theory of bringing back the art of listening. According to him, this is one of the biggest areas for retail to improve.

Yes, there are often strong communities built in the head office, but the retail workers on the shop floor know the customers best; they interact on a daily basis. "Bring back the art of listening. Even if you don’t agree with everything, there may be a nugget you can take from a conversation that could improve your business," he urged.

Not only that, but celebrate these retail workers when they do something great or have ideas. Retail workers experience it day to day. They know your people best. "There are hidden gems in your company; go find them," he said.

Creative capital: doubling down on design and quality will drive desirability and growth 

Creative capital is certainly in the hot seat right now as many of the luxury fashion houses shake up their Creative Directors. The sentiment in the room was that this was overdue, and that lighting that creative fire is going to drive business not just across the luxury sector but also the high street. During the panel discussion, we heard from three industry mavens who cultivate creativity uncompromisingly.

Lucy Litwack, CEO and owner of luxury lingerie brand Coco de Mer, doesn’t compromise when it comes to creativity. Litwack has never been swayed from Coco de Mer’s glamorous path, despite the industry leaning into laid-back casualwear. She said: "It's important that we stay true to our brand. For us, we always want to show the female lens at the intersection of luxury. It’s so often you see that female gaze, but often at the comfort end. It's rare at our luxury end. We have to stay true to that."

Nadine Merabi, founder and Creative Director of her namesake brand, is also uncompromising when it comes to her creativity. "I steer away from trends, because high street retailers will churn out their own versions of runway looks. I want to make something different, that customers won't see in every shop, explained Merabi - comically nodding to Amanda Preistly's famous Cerulean blue quote from The Devil Wears Prada.

Terry Betts, Interim Chief Buying & Merchandising Director at END, added his two cents, explaining: "In terms of creativity, I think we do quite well at bringing through subcultures and creative brands at END. Dover Street is also a retailer that does it well. But you need to have a solid commercial business underneath that. You can’t throw all caution to the wind." That delicate balance is key in multi-brand retail. There are always shoppers who want that navy jumper, but others who want that avant-garde special piece.

Luxury: driving desire and engagement through gamification

In the digital age, fashion is constantly striving to drive engagement by utilising digital platforms. This digital shift led Editor Lucy Yeomans to create DREST - a gaming company that merges the creative worlds of luxury fashion, beauty, and lifestyle with the possibilities of the metaverse. Its secret power? Cut-through. DREST gives brands, including the likes of Gucci, Valentino, and Jimmy Choo, the ability to cut through digital noise.

"When I worked at Net-A-Porter, we had briefs from brands saying they want to meet Gen Z. But a lot of social media content is passive. That sparked the idea for DREST," said Yeomans.

From hairstyles to accessories, DREST gives users all the elements of the runway show to play with. "We are empowering people to share their point of view, creating looks from shows," she added. Rather than just watching the shows, gaming engages and educates customers, which translates into sales.

Creating an elevated and engaging online experience

Shazmeen Malik, Brands Director at ASOS, spoke about how she's ushering in a retail revival. How, you ask? First up, she's on a mission to elevate its fashion offering through a combination of multi-brand and in-house labels. "There aren’t many retailers that have as strong a multi-brand offering alongside their own in-house labels as we do," Malik noted. In addition, over the past year, ASOS has onboarded more than 100 new brands, including Good American and House of CB, as part of its strategy to expand into premium segments. Plus, in addition to wholesale, partner fulfilment models are now giving brands flexibility while allowing ASOS to offer customers more choice.

ASOS is also doubling down on digital innovation and personalisation. Outfitting is also really important to ASOS, offering multi-brand ‘buy the looks’ so shoppers can buy a pre-styled look from the lipstick to the shoe.

The company’s app and new live shopping platform, ASOS Live, are part of this innovation too. Malik said the initiative is already showing strong engagement, with 95% of viewers returning. She also teased that more innovations in the AI space are planned as ASOS continues to evolve its shopping experience.

"This next year is going to be really interesting for ASOS. We’re focused on improving our shopping. There are lots of innovations coming. We're focused on personalisation; it's key to get the right product in front of the right customer as we have so many brands," Malik emphasised.

Putting fashion at the heart of a retail turnaround strategy

Closing the summit, John Lewis Managing Director Peter Ruis brought an optimistic but grounded perspective to the conversation. A seasoned retail professional, Ruis has held leadership roles at Ted Baker, Marks & Spencer, Jigsaw, and Anthropologie. He previously served as Executive Buying & Brand Director at John Lewis from 2005 to 2013 and returned to the department store business as Managing Director in January 2024 to spearhead a new phase of transformation.

"Everyone who’s been involved with national treasure retailers wants to see them succeed - especially after some difficult years when perhaps the right things weren’t being done. I felt like I could help and bring a perspective that might make a difference," shared Ruis.

John Lewis is aggressively stepping up its fashion offer. Since Ruis’ return, the business has secured many new brand partnerships, including exclusive launches and premium collections aimed at engaging both existing and new customers. "The customer response is good to the changes we've made - 10% more people in loyalty schemes, more customers overall, more people engaging with fashion, and we're growing fashion ahead of the market," he Ruis.

All of this progress comes even before mentioning one of John Lewis’s most significant announcements: a new partnership with Topshop and Topman, marking the iconic brands’ nationwide return to physical retail stores. We’ll be giving it lots of space and will do online as well. There will be a few surprises in how it looks, loads of energy, and hopefully a few queues [upon launch]. It should have a bigger offer than it has had to date - shoes, accessories, a different experience. It should be fun," he said.

To conclude the interview, Ruis shared a teaser about the upcoming John Lewis Christmas ad, describing it as "a good one" with a more contemporary vibe. Both the audience and the team here at TheIndustry.fashion are eagerly looking forward to it - and the wait won’t be too long!

Read the full interview highlights with Peter Ruis here.

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