Melissa Moore on What’s Really Shaping the Future of Retail

My Story: A Career Built on People and Purpose

Retail didn’t just become my career — it became my heartbeat. I started on the shop floor as a college student and quickly realised that retail isn’t just an industry; it’s a living ecosystem powered by connection.

That early spark led me into retail education, where I’ve spent years helping leaders and teams build confidence, capability, and pride in their craft. Whether working with independent retailers or global brands, my belief has always been the same: when people feel empowered, retail thrives.

Today, I’m honoured to be recognised as a RETHINK Retail Top Retail Expert and an RTIH Top 100 Retail Influencer, and to chair events like eTail Europe and SCMM. But titles aside, my mission remains unchanged — to champion retail talent and elevate the profession.

What Retail Leaders Are Really Struggling With

Through hundreds of conversations on The Retail Tea Break, I’ve heard the unfiltered truth from leaders across every segment: grocery, luxury, fashion, convenience, independents — you name it.

Three themes always rise to the top: people, investment, and uncertainty.

People

The foundation of everything. Recruitment, retention, and training require more nuance and support than ever. Retailers don’t just need bodies on the floor. They need engaged, capable people who want to grow.

Investment

Budgets are sharper. Leaders are weighing every euro carefully: Do we prioritise security? AI? Automation? Cost control? Growth is still a goal — but precision is the new strategy.

Uncertainty

From supply chain shifts to inflation and unpredictable consumer behaviour, the landscape changes constantly. Leaders are pushing forward with optimism, but with grounded realism.

The Constant Thread: Retail Is Resilient

No matter the challenge, retailers adapt. They innovate. They find new ways to serve customers and support teams.

That resilience comes from people — the ones on the floor, behind the scenes, and steering the ship. They’re the reason retail keeps moving forward, no matter how tough things get.

A Shift I Didn’t Expect: More Honesty, More Humanity

One trend has surprised me the most: leaders are opening up. Conversations about burnout, confidence, imposter syndrome, and technology overload are no longer whispered — they’re shared.

And that honesty is strengthening the industry. It’s turning competition into collaboration and creating a culture where leaders learn from one another instead of pretending they have every answer.

Where AI Fits: Enhancing People, Not Replacing Them

AI might be the loudest topic in boardrooms right now, but the smartest operators are using it with intention. Not to remove people — but to empower them.

Forecasting, personalisation, communication — AI should lighten the load so teams can focus on what matters: service, connection, and experience.

The retailers getting this right aren’t choosing tech over people. They’re using tech for people.

The Road Ahead: Fast, Demanding, and Full of Potential

I’m optimistic about the future of retail. Yes, the pace is accelerating. Yes, expectations will continue to rise. But this evolution is opening doors for retailers who can blend:

• data with empathy
• technology with humanity
• precision with emotional intelligence

What’s Next for Me and The Retail Tea Break

My mission continues: supporting teams through education, helping leaders build confidence, and sharing the stories that make retail so endlessly inspiring.

Every episode uncovers something new — a spark, an insight, a challenge — and I’m grateful for everyone who joins me along the way.