Client: American Express
Sector: Customer experienceStoresStrategyTechnology
THE BRIEF
Retail Week’s client American Express wanted to bring together senior retail leaders for an intimate, insight-led breakfast briefing. They aimed to deepen engagement with influential decision makers, spark meaningful discussion around the future of retail, and position American Express as a trusted partner helping retailers navigate shifts in customer behaviour, technology adoption and experiential retail trends.
THE SOLUTION
Retail Week hosted an exclusive breakfast, ‘Retail Reimagined: What shoppers want in 2025 and beyond’, in partnership with American Express. The event took place in October 2025 at Claridge’s, London. Attendees included senior leaders from retailers such as John Lewis, Topshop, B&Q and Oka Direct, with roles spanning CX, tech, customer insight, loyalty, marketing, transformation and finance, creating a rich mix of perspectives.
Discussions focused on evolving shopper expectations, including the growing importance of personalisation and authenticity, shifting generational relationships with technology, and the increasing role of physical spaces as hubs of loyalty and community. Participants also explored the rise of frictionless retail and how to balance speed and convenience with meaningful human interaction.
Held in a relaxed, collaborative setting, the breakfast enabled participants to share observations and challenges and contribute to a forward-looking conversation about the future of customer experience. American Express added depth by drawing on insights from its new Retail’s Road to 2050 research, framing the trends shaping the next decade of retail.
The session provided a valuable forum for leaders to exchange ideas, strengthen industry relationships, and gather inspiration to take back to their teams. A targeted, content-led email campaign built anticipation and drove attendance among American Express’s key retail partners.
