What matters most now
World Retail Congress 2025 made one thing very clear: the next chapter of retail hinges on trust, data security, and real human connection.
Four leading voices—Tesco’s Ken Murphy, Schwarz Digits’ Rolf Schumann, Saks’ Marc Metrick, and ON’s Marcella Wartenbergh—captured precisely how retail must evolve to thrive. Speaking from very different vantage points, they delivered a unified message. Retail’s future depends not only on adapting quickly to external pressures but also on embracing deeper human values: trust, security, authenticity, and genuine customer connections.
Trust as a strategic driver
- Opening the Congress, Tesco CEO Ken Murphy spoke plainly: success doesn’t lead to trust—trust fuels success. Murphy acknowledged the tough realities: inflationary pressure, supply chain volatility, and shifting global markets. But he also offered hope grounded in action. Tesco’s rapid delivery trial (under 30 minutes to 1,500 stores) and personalised Clubcard pricing directly address evolving consumer expectations. These initiatives aren’t just commercial moves; they’re signals of Tesco’s commitment to customer trust.
- Murphy emphasised sustainability not as marketing spin but essential strategy. Tesco’s investment in sustainable farming, the largest supermarket network of EV chargers (2,700 across 600 stores), and its commitment to renewable energy by 2030 underscore a long-term dedication to responsible retail. Murphy’s point was clear: customers demand businesses align genuinely with their values. Those who meet this expectation earn loyalty and growth.
Data sovereignty is now survival
- From another crucial angle, Rolf Schumann, CEO of Schwarz Digits, highlighted data as the most valuable asset—and one now dangerously exposed. Schumann vividly described the escalating global threat, pointing to recent cyberattacks, ransomware incidents affecting retailers like Marks & Spencer, and severe infrastructure breaches across Europe, including recent events in Spain. His message was blunt: Europe risks becoming a “data colony” unless retailers secure their digital sovereignty urgently.
- To Schumann, protecting customer data isn’t just compliance—it’s fundamental to trust. He urged retailers to prioritise robust data protection, cybersecurity, and cloud security as critical business imperatives. Without this proactive defense, retailers risk their relationships with customers, who are increasingly aware of privacy as a key part of trust.
Connection over convenience
- Saks CEO Marc Metrick added another vital perspective: technology should serve, not replace, human connection. Metrick noted the accelerating pace of digital transformation but warned retailers against losing touch with customers on a personal level. He emphasised that while efficiency through tech is critical, real success comes from marrying digital convenience with meaningful, personal interactions. Saks’ approach underscores that retail, at its core, remains about connecting genuinely with people.
Authenticity in sustainability
- Marcella Wartenbergh, CEO of ON, echoed the sentiment of authenticity, particularly around sustainability. She passionately argued sustainability is not a short-term trend but a long-term commitment that demands radical transparency. Customers today see through superficial gestures. True sustainability means openly sharing practices, admitting setbacks, and continuously improving. Wartenbergh’s point was clear: consumers trust brands that walk the walk authentically and openly.
