A day full of great content and insights at #omnichannelfutures with The Retail Bulletin last week, and meeting talented industry people and friendly faces.

Despite so much change and volatility in retail, getting the fundamentals right still remain critical to longevity and success. Things that stood out enough to write them down....

• "being omnichannel" needs to start with the leadership team, who need to provide agnostic support and challenge across the business, especially outside of their own functional areas — working in rows and not columns

• meaningful change and transformation comes from people, actions and behaviours — not platforms

• customer loyalty is emotional; otherwise it's simply "retention"

• in the face of more automation, machine-learning and AI — there will still be a long & important future of retail people: a personal touch, a smiling face, and the value of trusted knowledge

• happy colleagues = happy customers = successful business

Attribution & credits: Darren Sanderson-Williams Maria Hollins Helen Dickinson Jo Causon Greg Tufnell David Williams Rhea Fox James Rutter... amongst others... thanks for six pages of notes 🤓

I was so focused on the event that I forgot to take my own photo - so I stole this from Karen Howard (but at least I'm in it 🫣)