Published: 27 Jan 2026
Summary
AI stole the spotlight at National Retail Federation (NRF), but what’s actually moving the needle for retailers and shoppers? We sit down with Steve Dennis – strategic advisor, keynote speaker, and author of Remarkable Retail and Leader’s Leap – to cut through the noise. From pragmatic automation that trims cost out of service, marketing, and creative, to the early signs of transformation in forecasting and inventory, we draw the line between hype and results while staying honest about timelines and risks.
The conversation dives into a shift happening at the very start of the customer journey: search becoming an answer engine. As people ask richer questions, they expect precise, context-aware results; yet many retailers still fail to translate AI-driven intent into on-site relevance. Steve explains why bridging this gap demands better data pipelines, semantic understanding, and experience orchestration that connects traffic sources to merchandising and personalisation. We cover the Taylor Swift jersey conundrum, intent resolution, and how brands can prepare for AI-originated sessions to actually convert.
We then pivot to the future of interfaces – voice and wearables. The promise is real, but mass adoption depends on utility, comfort, and social acceptance. Rather than chasing the next shiny device, Steve makes the case for modular readiness: clean product data, API-first commerce, and flexible customer logic that can power apps, voice, and emerging form factors, without rebuilding from scratch.
Finally, we unpack the luxury shake-up with Saks and what it signals for department stores. When vendors become competitors through direct-to-consumer channels, anchors lose differentiation and margin. Steve outlines why restructuring was likely, how long leases complicate exits, and what a smaller, sharper portfolio might look like. The takeaway is clear: focus on younger customer acquisition, meaningful experiences, and disciplined economics — then let AI amplify the value where it counts.