From Debenhams Group test driving AI checkout with Meta across its U.S. brands, to ASOS launching AI discovery in ChatGPT and shoppers stepping in to support store staff in response to rising retail crime, what’s been making waves in retail this week?

ASOS launches Stylist for AI-led discovery in ChatGPT

ASOS has partnered with video commerce platform, Bambuser, to launch ASOS Stylist, a new AI-powered experience on ChatGPT which offers immersive fashion discovery to customers.

Part of ASOS’ ambition to make discovery faster, easier and more inspiring wherever shoppers browse, the experience helps customers find and explore ASOS products directly in ChatGPT via shoppable video content.

Search prompts in ASOS Stylist instantly search across the retailer’s brand portfolio, returning curated edits tailored to the customer’s search context. Shoppers can then click through for more details to continue their buying journey on ASOS.com and complete their purchase.

“Customers are increasingly turning to AI for shopping and style inspiration, but the experience can still feel fragmented,” said Melissa Lim, Head of Product at ASOS. “ASOS Stylist brings fashion discovery, styling advice and shoppable products together in one seamless, conversational experience.”

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Debenhams test drives AI checkout experiences in the U.S.

Debenhams Group has enabled AI in-app checkout on Meta, with U.S. customers of Karen Millen, boohoo, boohooMAN, and PrettyLittleThing now able to check out directly within Meta apps, including Facebook and Instagram. 

The feature, which is enabled by PayPal’s Agentic Commerce Services, allows North American shoppers to combine browsing and checkout in one place to reduce buying journey friction.

“More and more customers are discovering fashion through social, so bringing together inspiration and purchase in one connected experience is a natural next step for us… using technology and partnerships to create faster, more intuitive experiences,” said Dan Finley, CEO of Debenhams Group.

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Osprey London taps Ingrid for enhanced delivery experience

Osprey London has enhanced delivery experiences, streamlined fulfilment operations and reduced logistics costs with Ingrid.

Having re-platformed to Centra last year, Osprey London selected Ingrid as its new delivery and returns layer. Overhauling its delivery infrastructure, the move has given the luxury retailer more control over its front-end checkout processes, as well as a single view of operations across delivery and returns to improve CX and profitability.

The deployment has also allowed Osprey London to transform post-purchase engagement. On-brand look-and-feel messaging and tracking updates provide shoppers consistent, brand-rich interactions after the checkout, opening cross-and up-selling opportunities.

“We’ve gone from delivery being something passive on the P&L to it being something we’re genuinely proactive about,” commented Ben Jones, Head of Ecommerce & Technology at Osprey London. “With Ingrid, it’s now an efficiency driver, a revenue driver and a CX driver.”

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NRF Europe Preview | WGSN on how Gen A will evolve luxury

Speaking at NRF Retail’s Big Show Europe’s preview event in London, WGSN’s CEO, Carla Buzasi, outlined how Gen Alpha’s buying behaviours are rewriting the rule book for luxury brands.

Discussing how luxury brands can win the hearts – and wallets – of this consumer cohort, which is set to become a future spending powerhouse, she explored:

👟 How ‘ambient affluence’ is redefining luxury for next-gen shoppers
👜 Strategies for fuelling luxury demand without aspiration
🔒 Gen A’s desire for clearly delineated physical and digital experiences
🎮 Alphas’ selectively social sharing: moving towards gaming, fandoms and closed communities
💖 Playing for keeps: winning Gen Alpha’s ‘first spend’ for CLV and loyalty

Read the full session write up 👉 Bringing their A Game: WGSN’s Carla Buzasi on how luxury brands can win over Gen Alpha.

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Customers call for human-led tech in-store over automation

Despite retailers’ rising investment in connected stores, shoppers still value tech that enhances, rather than replaces, human interaction in bricks-and-mortar buying journeys, says new research from x-hoppers.

Original research of over 1,000 UK consumers by x-hoppers reveals that 59% find store tech frustrating when it operates in isolation, while 37% experience bugbears with innovation when they are forced to use it despite preferring to receive human help.

A third (33%) of shoppers remain indifferent to store tech that isn’t enhanced by colleagues, with a similar number (35%) saying ‘tech-only’ innovation only makes in-store buying journeys “marginally” better, rising to 46% of Gen Z.

“The real value lies in enabling staff, not replacing them. And that means prioritising human-augmented experiences and innovation that keeps humans in the loop to meet shoppers’ needs,” said Lyndal Newman, Head of Marketing at x-hoppers.

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Shoppers step in as retail crime surges, says SAI Group

As incidents of crime, from theft to abuse of retail workers, continue to remain high, shoppers are increasingly stepping in to support and protect store staff, the latest data from SAI Group reveals.

With the BRC estimating 14 million consumers saw incidents of retail crime last year, original research of 1,000 shoppers by SAI Group showed 36% have stepped in to support retail workers facing physical abuse, while a further 43% have shown their support to retail staff facing verbal abuse.

Shoppers are also stepping in to help tackle shoplifters, with 33% physically apprehending thieves, the polled suggests.

“While it’s clear customers want to support retail workers, retail crime prevention requires holistic strategies that are proactive rather than reactive – they must act as a sword and a shield,” said Som Sinha, CEO of SAI Group, which uses AI and Computer Vision to prevent crime in-store.

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Tesco taps YEEP! to grow parcel locker network

Fast growing locker parcel network, YEEP!, will partner with Tesco, rolling out its lockers to 30 locations following the successful completion of a trial phase.

The rollout will see YEEP!’s solar-powered lockers installed across an initial 30 sites, aiming to make parcel collection and returns accessible and convenient for Tesco customers. The lockers will also act as a footfall driver, helping Tesco benefit from extra store trips and additional revenues.

“Tesco shares our commitment to convenience, accessibility and community presence,” said Jamie Dickinson, CEO of YEEP!. “This partnership marks an important step in our mission to make parcel delivery and returns simpler, smarter, and more accessible.”

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