NRF 2025 Big Show: Insights into the Future of Retail

Retail and Generative AI

Generative AI emerged as a major focus at the conference, with experts predicting its transformative impact on supply chains, customer service, and product development.

"AI will only amplify what we have," declared Martin Urrutia of The Lego Group.

Other Technologies and Digital Innovation

Walmart's John Furner likened "digital twin" technology to a video game that enables retailers to simulate and optimize store operations.

Brand Strategy and Authenticity

Joshua Schulman of Burberry emphasized the importance of authenticity in brand building: "We have the most opportunity where we have the most authenticity."

Personalization and Customer Centricity

Maly Bernstein of Bluemercury stressed the value of personalized experiences, stating, "What works for you is different than what works for me."

"Personalization is really hard," admitted John Furner. "You're trying to understand, recognize and learn about millions of people at the same time. And the data is always changing."

The Store Experience and Brick-and-Mortar's Role

Industry leaders expressed their belief in the continued relevance of physical retail stores, despite the rise of e-commerce.

"Brick-and-mortar retail is here to stay," affirmed Mary Dillon of Foot Locker.

Javier Quiñones of Ikea U.S. praised the sensory experiences that physical stores provide: "I cannot imagine a better place in the world than the Ikea store to smell and get inspired about home solutions."

Retail and Business Fundamentals

Executives emphasized the importance of understanding the psychological motivations of shoppers.

"We're in the retail therapy business," said Tony Spring of Macy's.

Mary Dillon also cautioned against complacency: "The bar is going to continue to go up, and your competitors are going to continue to raise the bar."