Beyond the Checkout: How AI Is Redefining Retail from the Inside Out

Published 16/06/25 under:

In this blog:

• Discover how AI is transforming retail operations, customer experience, and workforce well-being.
• Learn from industry leaders at Ignite AI Partners, Dunelm, and The Retail Trust.
• How AI is revolutionizing Retail
• The importance of infrastructure to support AI
• The Future of AI in Retail

In the latest special edition of The Learning Kerv podcast, Kerv’s Rufus Grig sat down with three retail technology leaders to explore how AI is reshaping the retail landscape, not just at the checkout, but across the entire value chain.

From infrastructure to employee well-being, the conversation revealed a powerful narrative of transformation, experimentation, and responsibility.

Dive in to hear from industry leaders, Neil Holden, Dan Speed and Tim Walpole!

The AI Inflection Point in Retail

Neil Holden, founder of Ignite AI Partners and a seasoned retail tech consultant, opened with a bold statement:

“This latest revolution in technology is the most transformative. It’s why I gave up a 27-year career in retail to go and get after it.”

Neil described 2024 as a chaotic explosion of AI models and tools but sees 2025 as a year of consolidation and real implementation. Retailers, he said, are moving from confusion to clarity, with AI now being seen less as a novelty and more as a utility, much like electricity.

“The real key is to understand where the biggest benefits are, where the biggest problems are that can be solved.”

From intelligent automation to natural language interfaces and sentiment analysis, AI is helping retailers unlock efficiencies and deeper customer understanding. But Neil also warned of the cost divide between large and small retailers, and emphasized the need for transparency in data use:

“You can’t be transparent enough. Tell your customers where you’re using AI, how their data is stored, and allow them to opt in.”

Building the Foundations: AI Needs Infrastructure

Dan Speed, Networking Technology Lead at Dunelm, brought a critical perspective to Neil’s insights: none of this AI magic works without robust infrastructure!

“Networking is your absolute foundation… Without it, there’s no way we’d be able to be in the position we are now.”

Dunelm’s investment in Juniper Mist Wi-Fi has enabled them to deploy AI-powered devices—from customer counters to mood-detecting cameras—securely and efficiently. AI even powers the infrastructure itself, providing real-time diagnostics and performance insights.

“We’re using AI to deliver the infrastructure over which we can then operate more AI.”

Dan also highlighted the importance of safe experimentation, supported by company-wide AI compliance training and a DevOps culture that encourages innovation within guardrails.

Supporting the People Behind the Counters

Tim Walpole, Head of Product and Innovation at the Retail Trust, rounded out the episode by reminding us that retail is about people, the customers and the employees. AI can play a vital role in supporting the well-being of retail workers, especially when they face daily abuse and stress.

“That one item of abuse can impact a colleague’s mental health, the customer experience, and the store’s performance.”

Using AI, The Retail Trust can identify affected colleagues and proactively deliver tailored support content. Their new agentic AI platform even writes campaigns in each retailer’s tone of voice, increasing engagement by 50%.

“We’re here to support more colleagues, reduce absenteeism and presenteeism, and improve the well-being of the retail industry.”

Tim also stressed the importance of ethical AI use, with a human-in-the-loop policy ensuring content is appropriate and trustworthy.

What’s Next for AI in Retail?

Looking ahead, Neil predicted a convergence of technologies—voice commerce, AI-enabled search, and home assistants—that could radically change how consumers shop:

“Websites might be dead within 12 to 18 months. Everything could be done through voice and personal AI assistants.”

Dan echoed this, sharing a story of AI chatbots communicating in their own efficient language—a glimpse into a future of agent-to-agent commerce.

And Tim’s advice to retail leaders just starting their AI journey?

“Pick something small and tangible. Deliver value, iterate, and do it responsibly.”

🎧 Want to hear more?

Look out for Series 2 of The Learning Kerv, coming soon in 2025!