Airlines, Loyalty & Customer Experience

Airlines, Loyalty & Customer Experience

Martin Newman and David Boynton discuss why some airlines consistently earn customer loyalty while others struggle to deliver. They explore the role of trust, service consistency, loyalty programs, and customer experience, drawing lessons that apply just as much to retail as they do to aviation.

AI: Retail's New Storefront?

AI: Retail's New Storefront? by The Great Retail Debate

The Great Fashion Reset: The End of Fast Fashion?

David and Martin explore the changing face of UK fashion retail and ask whether the industry is facing short-term pressure or a deeper reset. Discussing brands like River Island, LK Bennett, Next and Primark, they examine shifting consumer behavior, the rise of conscious consumption, and the growth of resale platforms like Vinted. They argue that the future belongs to brands that focus less on volume and more on trust, quality, service and stronger customer relationships.

Key Messages From WRC 2026

Martin Newman and David Boynton report from the World Retail Congress 2026, exploring how retail now spans logistics, media, technology, and services while remaining a key part of social infrastructure. They highlight the growing impact of AI and the need to balance global scale with local relevance. The discussion also covers shifting consumer behavior, with shoppers more informed, less loyal, and seeking authenticity and trust. Despite rapid change, they stress the importance of staying anchored to a brand's “North Star.”

Charity Retail in the Age of Resale

Charity shops helped save the UK high street—but can they survive the next wave of disruption? The conversation looks at how charity retail stepped in to fill the gaps left by traditional retailers, championing sustainability and redefining value for shoppers. But with digital resale platforms and commercial recyclers pulling premium donations away, the sector must evolve to protect both their social mission and their place on the high street.