Retail

Today and tomorrow, successful retailers will be those that achieve the perfect balance between relevance, agility, efficiency and risk.

The balance of power in the retail industry has tipped decisively. Digital is empowering customers. Range and pricing is transparent; loyalty is scarce. New channels and competitors are setting expectations of convenience, value and experience that are hard to match profitably. However disrupted they are today, retailers know they must evolve quickly, and keep evolving, because this revolution will continue.

To thrive, retailers must make rapid adjustments to maintain their balance as the industry disrupts further. They’ll evolve at the pace that’s right for their business — sustaining their profitable legacy, while adapting for the future. We help retailers transform their business to deliver the personal, seamless, omni-channel experience that shoppers increasingly demand — in a way that’s profitable and sustainable.

Featured Thinking

Will the future of retail be led by humans or AI?

John Dubois 11 Nov 2025

Our latest thinking

How can responsible AI bridge the gap between investment and impact?

Explore the ways in which responsible AI converts investment into meaningful impact.

Joe Depa

How to navigate the luxury paradox to win back aspirational clients

As luxury maisons encounter a slowdown in growth, they can explore new growth opportunities that make them more relevant to their clients.

David Naim

Should retailers close stores or make them work harder?

Consumers still prefer to shop in physical retail stores. Instead of closing them, retailers should reconsider the purpose of the store. Read more.

Malin Andrée + 1

Are retail CEOs pessimistic? Cautiously optimistic? Or just realistic?

Retail CEOs are more pessimistic about the outlook for the industry than CEOs in other industries. Does this mean it’s all bad news for retail? Learn more.

Malin Andrée + 1

Why consumers are wise to holiday sales and tracking more lasting value

Learn how savvy holiday shoppers redefine value despite economic challenges, and the impact on brands and retail.

Malin Andrée + 1

Rethink customer experience as human experience

Technology will transform customer experience. Competitive differentiation will come from connecting to what is essentially human. Learn more.

Laurence Buchanan + 1

How to balance the CPG, retail and consumer relationship

Why the changing dynamic in the CPG and retail relationship, means consumer-centricity is more important than ever to stay relevant. Find out more.

How retailers’ value propositions need to evolve for success

As consumer expectations evolve, retailers are under pressure to deliver authentic, customer-centric value propositions. Find out more.

Jon Copestake + 1

Consumer Products and Retail Strategy Consulting

EY-Parthenon teams can help your business identify and implement consumer strategies relevant now as well as in the future. Find out more.
Read more
Expanding the digital marketplace

Our EY and Adobe teams bring together strategy, design, infrastructure and insight to help businesses drive growth. Learn more.
Read more
Customer experience

EY Studio+ helps organizations build differentiated experiences that adapt with customers and drive sustainable long-term value. Read more on studio.ey.com.
Read more
EY Retail Intelligence solution

EY Retail Intelligence can help businesses address their data management challenges and adapt to their customers’ sustainability expectations. Learn more.
Read more
Commercial Transformation

EY’s Commercial Transformation offering can help your organization reignite growth while optimizing sales and marketing investments and returns, enabled by growth strategy, advanced commercial analytics and differentiated capability deployment.
Read more
Direct to Consumer

EY’s Direct to Consumer for Consumer Products, can help your business meet the changing needs of consumers. Find out how.
Read more
EY–Shopify Alliance

The EY-Shopify Alliance team can help your business activate and scale e-commerce to increase the potential of online commerce. Learn more.
Read more

Our team

Michael Thompson

EY Global Deputy and UK&I Managing Partner, Consumer and Health Industries, Ernst & Young LLP

Passionate about fostering a truly inclusive environment where people can realize their full potential. Experienced strategic leader. Husband.

London, United Kingdom

Silvia Rindone

EY UK&I Strategy and Transactions Managing Partner

Strategic mind with a pragmatic spin. Intellectually curious. Mother of two. Passion for art, food and travel.

London, United Kingdom

Mike Grayton

Partner, Tax, Consumer and Health, Ernst & Young LLP; EY UK&I Grants, Credits & Incentives Lead

Curious learner. Team builder. Global incentives professional. Tech evangelist. Parent to aspiring Olympians.

Birmingham, United Kingdom

Julie Carlyle

EY UK Centre for Board Matters Leader

Energised by change, globally focused, passionate about connecting people, ambitious for the next generation, committed to diversity.

London, United Kingdom

Matthew Kearney

EY UK&I Consumer and Health Consulting Leader

Empowers HR functions on their digital journey, in pursuit of a reimagined world of work. Purpose-driven leader. Travel enthusiast.

London, United Kingdom

On the agenda (4)

Skip

west

Customer

Customer

Strategy by EY-Parthenon

Featured: Five generative AI initiatives leaders should pursue now

Customer experience

Customer experience

Supply chain

Featured: How supply chains benefit from using generative AI

east

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.