Anne Pitcher, former managing director of Selfridges and now deputy chairman of Holt Renfrew, emphasizes that future retail success requires a balance between data-driven decisions and real customer interactions. She advocates for listening to customer emotions and integrating sustainability authentically into business strategies. Pitcher also highlights the importance of omnichannel experiences, combining digital and physical shopping. She stresses that sustainability should be viewed as a value driver, not a cost, and that diversity in leadership improves both employee and customer engagement.

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