The Real Work of AI: People, Progress, and Practicality in Retail

Reflections from the Stage

As one of the speakers at Kerv’s AI in Retail event in London, I left feeling genuinely energised – not just by the technology, but by the shift in mindset across the room. This wasn’t another discussion about what AI might do for the Retail industry someday; it was a clear-eyed look at what’s actually working on the shop floor, in supply chains, and behind the scenes. The conversation had matured – moving beyond hype to focus on infrastructure, impact, colleague wellbeing, and responsible implementation. We’re no longer asking if retail should use AI, but how to do it in a way that’s practical, valuable, and human.

In the rest of this blog, I’ll share some of the key insights and real-world takeaways from the event – starting with why the retailers making the biggest strides in AI are the ones who’ve nailed their foundations first.

From Infrastructure to Impact

One of the biggest takeaways for me was the clear link between infrastructure and intelligence. Dan’s phrase “mean time to innocence” really landed – a powerful way to describe how intelligent systems can pinpoint problems quickly, reduce noise, and free people to focus on higher-value work. Whether it’s AI-enabled Wi-Fi in stores or automation in operations, getting the foundations right is what unlocks meaningful change. AI doesn’t thrive in isolation, it needs clean data, real-time visibility, and joined-up thinking across teams.

Wellbeing and AI: More Connected Than You Think

The conversation around colleague wellbeing was also hugely refreshing. Tim highlighted the connection we sometimes overlook: how staff experience directly shapes customer experience. If colleagues are burned out, overwhelmed by clunky systems or buried in admin, it shows. AI can play a quiet but powerful role in helping here – not by replacing people, but by removing friction, simplifying the day-to-day, and enabling better, more human interactions.

But there’s a line to tread. Trust and transparency are essential. If people feel watched, not supported, we’ve missed the point. The AI solutions that succeed are the ones designed with people, not just for them.

What Retail Needs from AI in 2025

So, where are we headed? For me, 2025 should be the year retail stops treating AI like a special project – and starts treating it like a core business capability. The winners won’t be those with the flashiest pilots, but those who’ve embedded AI into their operations, trained their people, and built confidence through real use cases.

That starts with asking the right questions:

• What’s the real problem we’re trying to solve?
• Who is this tool for, and how will it help them today?
• What guardrails do we need to put in place to ensure we use it responsibly?

At Ignite AI Partners, we’ve seen the impact of this approach firsthand – from automating quality checks in manufacturing to diagnosing stock availability issues in retail. Every successful implementation we’ve delivered started with a business pain point, a curious team, and a shared commitment to keep it simple and purposeful.

The Divide is Growing – But It Doesn’t Have To

It’s true that AI is creating a divide in retail. Those who invest strategically in people, platforms, and process are accelerating. Others are standing still, unsure where to begin or overwhelmed by legacy systems.

But the gap is bridgeable. You don’t need to start with a moonshot. Start small, with a use case that matters. Bring the right people into the room. Make it visible, measurable, and meaningful. Then scale what works.

AI Isn’t the Hero – You Are

AI isn’t the headline. It’s the enabler. The real story is about the people using it – the store managers, merchandisers, planners, marketers, and frontline colleagues who make it count. When we focus on enabling them, AI becomes less of a buzzword and more of a business advantage.

If you’re starting your journey, my advice is this: Don’t wait for perfect. Get clear on your problems, bring your teams with you, and just begin.