Redefining the Retail Landscape: trends, innovation, and consumer experience
Retail rebooted: where strategy meets storefront
Our studio hosted a dynamic and thought-provoking panel exploring the ever-evolving retail landscape. The event brought together top leaders from across the retail, design, and technology sectors to unpack how brands—both emerging and established—are redefining the way consumers shop. The conversation spanned topics from channel strategy and customer experience to AI’s growing role in commerce and the reimagining of physical retail spaces.
Panelists included Jeremy Bergstein CEO of The Science Project, Yue Liu Founder of Onki, Kate Fannin former Executive Director & Advisor at Estée Lauder, and Taryn Mohrman VP of Brand & Marketing at Pet Life Unlimited. They offered diverse and practical perspectives on the future of shopping. Together, they explored how small brands can thrive in crowded markets, how direct-to-consumer (DTC) businesses are maturing into channel powerhouses, and how flagship stores are now testbeds for cutting-edge technology and personalized experiences.
Keep reading for more in-depth takeaways from this insightful discussion!
Consumers buy products, but pay for experiences
The panel emphasized that what truly drives customer loyalty and purchasing behavior is the emotional and sensory connection created during the shopping journey, whether it’s through engaging in-store environments or curated digital experiences. Brands that focus only on surface-level tech implementations, such as flashy screens or poorly integrated tools, risk losing sight of the human-centered value that makes retail meaningful.
The future is channel-agnostic, not Omnichannel
The discussion also challenged outdated retail terminology, particularly the concept of “omni-channel.” Rather than categorizing consumer behavior into physical, digital, or social buckets, the panel urged a shift toward thinking of shoppers as “channel-agnostic.” Today’s consumers move fluidly between platforms and expect brands to meet them wherever they are, without friction. As a result, strategies must move beyond traditional silos and instead focus on cohesive, end-to-end experiences.
AI and tech must be purpose-driven, not trend-driven
Panelists emphasized that AI should be used strategically to solve real problems, like streamlining backend operations or enhancing customer insights. However, the group cautioned against adopting AI as a gimmick or prematurely integrating it into consumer-facing elements without considering its actual impact.
Data ownership & measurement are growing challenges
A critical challenge facing brands today is the growing complexity of data ownership. Social commerce platforms like TikTok and Instagram, while essential for awareness and engagement, often withhold valuable customer data, similar to the constraints of traditional retail. As a result, many are shifting from focusing solely on ROI to embracing “Return on Experience” (ROX), prioritizing long-term engagement.
Retail spaces are evolving into community and experience hubs
Stores are transforming into experiential spaces where people can connect, relax, and engage beyond shopping. These environments thrive on authenticity and local relevance, particularly as younger generations seek out meaningful, lifestyle-aligned experiences. In this evolving landscape, successful brands will be those that embed themselves into consumers’ lives, not just their shopping lists.
Where innovation meets intention