A passionate journalist with about a decade of experience, Pooja has developed a strong hold on the UK grocery retail sector. From exploring legislative changes, supply chain shifts, consumer buying habits, trends to retail crime, her work is driven by a deep belief in investigating, finding the truth and telling authentic unbiased stories.
Be it convenience pathbreakers, wholesale trendsetters or Post Office Horizon scandal victims, Pooja has an equal flair for deciphering industries as well as human complexities. At Asian Trader, she aims to bridge the gap between policy, trade, and the shop floor, always keeping a finger on the pulse of what matters most to retailers.
Spring budget 2024 is a perfect opportunity to introduce measures to rein in rising costs in terms of business rates, employment costs, cost of providing access to cash, energy bills, and anti-crime grants, echo the collective voices from retailers and wholesalers.
Chancellor Jeremy Hunt will deliver the 2024 Spring Budget in the House of Commons on March 6. The economic backdrop against which the Spring Budget will be taking place is one of stagnant growth, diminished living standards and above target inflation.
Against this backdrop, Hunt is under growing pressure from businesses and industry leaders to deliver tax cuts and business-boosting policies. It presents a critical opportunity for the Chancellor to address the pressing concerns of retailers, small businesses, and wholesalers and it is highly speculated that that the Chancellor will leverage the timing by announcing voter-pleasing tax cuts and reforms.
Convenience stores in particular have battled through difficult times in the last few years, first during the pandemic, then the huge surge in energy costs, supply chain chaos, and most recently the hikes in inflation that have resulted in both cost of living and cost of trading crisis. ACS chief executive James Lowman states that many stores are trading close to the edge of viability and need the right conditions to invest and evolve.
Taxes and Cuts
Retailers are unanimous in their view that the level of the tax raised by business rates must come down.
Businesses are expected to face higher business rates from April with the start of the new tax year. Business rates in England remained frozen as part of last year's Autumn Statement, with 75 per cent relief still in place. In Wales, business rates are set to increase for pubs, shops, and restaurants, with 75 per cent relief reducing to 40 per cent.
The Association of Convenience Stores (ACS) is calling on the Chancellor to extend these reliefs further ahead.
In its submission to the Treasury, ACS has highlighted the importance of support provided through business rates reliefs in recent years to thousands of stores – particularly the retail, hospitality and leisure reliefs that are set to stay in place through 2024-25.
ACS has urged the Chancellor to extend these reliefs further ahead, giving businesses more certainty about their costs in the medium term.
The British Independent Retailers Association (Bira) has also called upon Hunt to address the issues facing the UK's high street when he speaks in parliament on March 6.
Bira stresses the importance of making the current retail discount permanent at 75 per cent for businesses with a rates payable value of up to £110,000 per annum. This measure, coupled with a frozen rates multiplier, can create a stable business environment and foster an atmosphere conducive to investment.
(Photo by Ian Forsyth/Getty Images)
Bira is calling for the implementation of policies aimed at enhancing consumer confidence and spending. Recognising the symbiotic relationship between consumers and retailers, Bira believes that these measures will create a positive economic environment, driving growth and stability within the retail sector.
British Retail Consortium (BRC) strongly believes that there should not be any increase in business rates and the system needs “fundamental reform”.
“In the absence of measures to address this, there is one thing you can do to at least soften the blow of the uplift to the standard multiplier this April. By readjusting the figure by which rates will increase to the CPI forecast for this April, you can provide the industry with some breathing space.
“This uplift would also be more reflective of economic conditions at the time the increase comes in, rather than seven months previously,” BRC’s submission to HM Treasury, seen by Asian Trader, states.
Another change that the businesses think could boost the UK economy would be increasing the VAT threshold. This hasn’t changed since April 2017, making it possible for an increase is being considered.
With the current VAT threshold set at £85,000, many smaller businesses attempt to keep their business turnover below this to avoid registering for VAT – potentially missing out on new business growth opportunities. If the VAT threshold was raised, small businesses would have more opportunities to grow without the need to pay VAT.
The industry body has also been calling for bringing back tax-free shopping.
Bira highlights the necessity of reinstating tax-free shopping to stimulate retail activity, particularly in tourist destinations across the country. This move is expected to foster increased spending, catering to the rising number of tourists and promoting economic resilience within the retail sector.
Support and Relief
Rising energy bills is another major reason to worry.
Given the recent fall in energy prices, Bira is calling for immediate action to liberate businesses from expensive energy contracts, saying this proactive step will alleviate financial burdens on retailers, enabling them to redirect resources toward growth and sustainability.
Urging the government to address the issues critical in ensuring the continued growth and prosperity of the retail sector, Goodacre, CEO of Bira, said, that the sector’s wishes represent a collective vision for a vibrant and flourishing retail landscape.
“We believe that by addressing these crucial issues in the Spring Budget, the government can lay the groundwork for a prosperous future for independent retailers and the UK economy as a whole."
Currently, eligible businesses are able to access the Energy Bill Discount Scheme to receive a discount on wholesale prices of gas and electricity, but this scheme is expected to end on March 31. Trade association Energy UK has also called on the chancellor to address key energy issues affecting the nation – suggesting cutting taxes for businesses investing in low-carbon technology.
It is also calling for the Spring Budget to address more support options for those struggling with energy debt.
Rise in National Living Wages is another development that is expected to spike the business costs, leaving small retailers with no choice but to cut down on staff numbers. ACS’ submission warns of the challenges of persistent above inflation rises in National Living Wage rates and the impact that they are already having on businesses.
iStock image
Retailers are already taking difficult decisions to reduce the overall number of paid staff hours in their stores, reducing profit margins, and ultimately reassessing the viability of the business. The future trajectory of the National Living Wage is currently uncertain as the Low Commission achieved its target this year of reaching two thirds of median earnings, with no further targets in place at present.
ACS has called on the Chancellor to maintain the two-thirds target for the foreseeable future, with the option to pause any individual rise to combat wage increases.
Raising this issue, Bira states that by April, the National Minimum Wage will have risen by almost 20 per cent in the past two years. Bira advocates for a proportional 20 per cent increase in the employer's national insurance allowance.
“This adjustment is crucial to providing essential support to businesses, helping them manage costs and maintain a balanced operational framework,” it states in its recently released Spring Wish List.
Industry body Federation of Small Businesses (FSB) has reportedly urged the Chancellor to use the Spring Budget to increase the Employment Allowance from £5,000 to £6,500. It said that doing so would enable a small employer to hire four employees on the new National Living Wage of £11.44 before having to pay the 13.8 per cent jobs tax.
This would help make it more viable for firms to maintain and extend jobs and hours, including to those currently economically inactive and others out of work, according to the business group.
The move would also help support businesses to afford the increases to the National Living Wage in April, the FSB reportedly said.
The business group says that if employers' National Insurance Contributions stay the same from April 2024, the current £5,000 will only cover three full time employees instead of the four it was originally designed to cover at the NLW of £11.44 an hour.
Another key area that retailers are looking for action on in this year’s Budget is access to cash.
iStock image
For years, the options for consumers looking to take out money have been declining, with thousands of bank branches abandoning high streets and convenience stores often the only place locally where an ATM is available, states ACS.
The fees that are paid by LINK on behalf of banks to run ATMs (interchange fees) have also been falling in an attempt to reduce the costs of running the network, with the consequence being retailers either removing their free-to-use ATM or switching it to a charging model.
Highlighting this issue, ACS is urging the Chancellor to conduct an urgent review of interchange fees to ensure that they are fit for purpose and can sustain a network of ATMs that provides access to cash to every community across the UK.
ACS has also highlighted an urgent need to address the rising cost of accepting card payments.
Echoing the concern of card fee, UK’s leading retailer body BRC has also asked Hunt to hold a full review to examine whether interchange fees are fit for purpose in the UK payments landscape.
Amid inflation and lowered demand, retailers are also battling with record levels of crime rate. To save their businesses owing to insufficient police response, they are resorting to CCTV footage, and other facial recognition technology.
Expressing the alarm over the 20-year-high shoplifting rate, the Federation of Independent Retailers (the Fed) has been calling for government grants of £1,500 to help independent retailers beef up their security systems that will not only help deter crimes from being committed but will also reduce the strain on local police forces.
Wholesalers’ Wish list
It is not only local retailers but wholesalers are also getting impacted heavily by rising crime.
Highlighting this problem and acknowledging it as a “burning issue”, wholesalers body Federation of Wholesale Distributors (FWD) is calling for immediate actions to safeguard businesses and their staff.
Goods worth up to £5,000 are routinely stolen from customers in cash and carry car parks and then sold on the unrestricted black market. Earlier this year, one member suffered a loss of over £500,000 in one robbery alone. Wholesalers are targeted by criminals, primarily to access tobacco to sell on the black market, with regular incidents against wholesalers and retail customers getting reported in both depots and shops.
As responsible distributors of alcohol and tobacco products, FWD members collect millions of pounds in duty on behalf of the Treasury.
Photo: iStock
“Our principle ask is for there to be better police prioritisation of theft and robbery from customers at cash and carry premises, and crimes/attempts where violence or threat of violence is used against staff or customers. The victims of car park theft are often the small independent retailers, not large wholesalers so the impact of the financial loss affects their ability to trade profitably and provide a service for their communities,” states FWD’s submission to Treasury, seen by Asian Trader.
FWD adds that it would welcome the establishment of a standalone offence for assaulting or abusing a wholesale worker – as exists in Scotland, coupled with stricter penalties for offenders. Funding for law enforcement measures in this area must also continue.
Alcohol and tobacco fraud is costing legitimate wholesale business but also the Exchequer. Investment in this area will ultimately lead to savings for the government and help deal with serious organised crime.
Wholesalers also want a strong funding stream available for tackling alcohol fraud in the Spring Budget, saying that illegal trade in both alcohol and tobacco represents the biggest threat to the profitability of law-abiding wholesalers in the food and drink sector. Duty-avoided beers, wine and spirits cost the Exchequer £1.5billion in lost revenue in 2019-20 as criminal gangs have taken trade away from legitimate wholesalers. Recent government statistics have shown that the amount of beer sold illegally now represents 9 per cent of the total UK market.
In particular, investment in a name look-up function for Alcohol Wholesaler Registration Scheme (AWRS) will be vital in stamping out remaining fraudulent activity.
“This has already been implemented in the Isle of Man, where it has been very effective. HM Treasury should consider its introduction as part of the Alcohol Duty Review,” states FWD’s submission.
Wholesalers are also concerned that an increase in duty rates on alcohol and tobacco products will further promote the illicit trade by growing the price differential between legal and illicit products. The Exchequer currently loses £1bn to the illicit alcohol market and £1.5bn annually to the illicit tobacco market.
FWD is urging the government to consider the implications of increased duty rates for the illicit market. It is calling on the government to freeze duty rates on alcohol and tobacco products and focuses its resources on enforcement activity to remove criminals from trading in illicit and non-duty-paid goods.
Most wholesalers are currently grappling with a series of challenges posed by the Windsor Framework.
“While we support and welcome the Framework, particularly the aim of the dual-lane system to simplify trade, it remains complex and will necessitate time for full integration. This adds a degree of complexity as businesses navigate the new Framework. The introduction of "not for EU" labels for goods remaining in Northern Ireland may also increase costs for suppliers, farmers, or consumers.
istock image
“To help alleviate pressures on our members, we ask that the UK government offer resources and support to businesses to ensure they are fully compliant with the new trade rules. This can include assistance with customs procedures, documentation, and trade compliance best practices. We also ask that the government's intention to introduce a UK-wide labeling requirement on 1 October 2024 goes ahead,” says FWD.
Wholesalers are also asking the government to continue the reimbursement scheme for the tax tariff, to allow wholesalers and traders to reclaim EU duty paid on goods that can be shown not to have entered the EU.
Wholesalers are also calling to cut fuel duty by 15p per litre to bring the UK in line with Germany, France, The Netherlands, Ireland and others across Europe. The cut will bring some relief to this sector, considering the fact that wholesalers collectively operate over 7,000 delivery vehicles which make over 200,000 deliveries every week to small businesses in every postcode of the UK.
Business rates are on the minds of wholesalers too.
Wholesalers want a freeze on the multiplier in 2024-25. In the longer term, the current system, which mandates annual inflationary increases to the multiplier regardless of economic conditions or business performance, should be abolished. Instead, the burden on all parties can be lightened by reducing the multiplier to its original rate of 34.8p.
“This would improve a complex and regressive tax and create a more fertile environment for wholesale investment in communities across the UK, from improvements to existing premises to the opening of warehouses and distribution centres, strengthening the UK’s supply chain and resilience to shocks,” states FWD.
Hoping for the best
As FWD CEO James Bielby told Asian Trader, the government is still finalising what will be included in the budget, and as of yet there have not been any leaks or hints. However, given that we are in an election year, we expect the government to use their fiscal headroom and introduce further tax cuts and a freeze to the business rates multiplier.
Expectations are high from the Chancellor to introduce tax cuts and reforms that resonate with voters. As the final chance before the general elections, the Spring Budget holds significant implications for the future trajectory of the UK economy and the livelihoods of businesses- big or small.
Bira wants the government to sow the seeds for a robust and thriving retail landscape.
“Independent retailers are the lifeblood of our economy, and we believe that addressing key issues in the Spring Budget will not only support businesses but also contribute to the overall economic well-being of the nation."
With the general elections in near sight and this Budget may be the final chance for the government to lay out tax and spending plans, there are good chances that Chancellor could be tempted to pull a rabbit out of the hat to woo voters.
Two shops in Cornwall have been ordered to close for three months for selling illegal tobacco.
Truro Magistrates’ Court on Tuesday (25) granted the closure orders for Saltash Smoke Point, Fore Street, Saltash and Zabka, Commercial Street, Camborne.
Devon and Cornwall Police submitted two closure order applications to the court after Cornwall Council’s Trading Standards team supplied evidence of illegal tobacco sales at both premises.
The application was supported by intelligence from members of the public that both shops had been selling illegal vapes, and supplying vapes to under 18s.
The application also included information about the public health risks of illegal tobacco, as well as the potential harm vapes can cause when used by children.
Elizabeth Kirk, team manager at Cornwall Council’s Trading Standards, said: “I’m delighted that we have been able to disrupt the illegal activity taking place at these premises.
“This is a brilliant example of how we work with our partners to target businesses that are not complying with the law and I’d like to thank Devon and Cornwall Police for all their work in securing these orders from the court.
“We will not tolerate people putting our communities at harm and will take action when there is evidence that shops or individuals are supplying illegal products.”
Ruth Goldstein, Assistant Director of Public Health at Cornwall Council, said, “Smoking is responsible for almost 1,000 deaths in Cornwall each year and the sale of cheaper illegal tobacco can cause serious harm to public health because it reduces smokers’ motivation to quit.
Sophie Curtis, Partnership Inspector for Cornwall at Devon and Cornwall Police, said, “I’m pleased at the outcome of these closure orders which send a message that the illegal sale of tobacco products or of illegal, unregulated vape paraphernalia won’t be tolerated in Cornwall.
"The same goes for the sale of vape products, regardless of their provenance, to children. All of these things bring harm to our communities.
“This is one example of effective partnership working. Sara Young, the Vulnerability Lawyer for Devon and Cornwall Police in Cornwall worked closely with Cornwall Council to put together the closure orders based on the work undertaken by Cornwall Trading Standards and the intelligence submitted by members of the public."
WHSmith has on Friday announced the sale of its UK high street business to Modella Capital, in a move to concentrate on its higher-growth travel retail markets.
The deal, which values the high street business at £76 million on a cash and debt-free basis, will see WHSmith receive gross cash proceeds of £52 million.
The sale marks a significant strategic shift for WHSmith, allowing the management to focus on the substantial growth opportunities within its key travel markets. Over the past decade, WHSmith has increasingly focused on its travel business, which in the last financial year, accounted for 75 per cent of the group's revenue and 85 per cent of its trading profit.
“As we continue to deliver on our strategic ambition to become the leading global travel retailer, this is a pivotal moment for WHSmith as we become a business exclusively focused on travel,” Carl Cowling, group chief executive, commented
The travel business operates across 32 countries and includes major airport locations, hospitals, and rail stations, both in the UK and internationally. The company will continue to trade under its historic 233-year-old brand name within its travel divisions.
“high street is a good business; it is profitable and cash generative with an experienced and high-performing management team. However, given our rapid international growth, now is the right time for a new owner to take the high street business forward and for the WHSmith leadership team to focus exclusively on our travel business," said Cowling.
Under the new ownership, the high street business will be led by Sean Toal, the current CEO of the high street business, and will eventually rebrand as TGJones, following a short transitional period operating under the WHSmith brand. All stores, colleagues, assets, and liabilities of the high street business will transfer to Modella Capital as part of the transaction.
Retailers association welcomes new chapter for WHSmith high street stores
The British Independent Retailers Association (Bira) has welcomed the announcement, while expressing cautious optimism for the future of these important retail spaces.
“The sale of WHSmith's high street business to Modella Capital represents a significant change for the UK retail landscape, but importantly, it appears these stores will continue to operate under new ownership rather than close entirely,” Andrew Goodacre, Bira CEO, said.
“We welcome Modella Capital's investment in these high street locations and hope this will secure the future of these stores, protect valuable jobs, and maintain essential services like Post Office counters that many communities rely upon.
“As champions of retail diversity and vibrant high streets, Bira sees potential in this transition. We hope Modella Capital will bring fresh ideas and renewed investment to these locations.
"The high street continues to face significant challenges, but this acquisition shows there is still value and opportunity in town centre retail when approached with the right business model and investment.”
The Co-op Group has today (28) re-affirmed its commitment to the independent retail sector through the launch of Co-op Wholesale, with its fascia brand being fully retained as part of the suite of services available to Co-op’s independent partners.
Drawing on over 160 years of wholesale heritage, this move re-enforces the Co-op Group’s commitment to drive increased value for independent retailers, whilst fuelling expansion ambitions into broader corporate business to business markets, and vision to deliver the best of Co-op to its trusted partners.
Marking a pivotal milestone in the growth trajectory for the business, Katie Secretan, has also been appointed as the Managing Director for Co-op Wholesale.
Joining Nisa in January 2024, previously holding the position of Retail & Sales Director, Katie has been instrumental in unlocking growth opportunities for both current retailers and prospects, as well as new corporate partnerships and building the foundations to support the businesses ambitious growth targets.
Jerome Saint-Marc, Managing Director for B2B and Growth at Co-op, said, “Our commitment to all our partners remains as strong as ever, to ensure their businesses drive profitable growth now and for generations to come.
"Our move to Co-op Wholesale is a strategic step forward for us and one we’re immensely proud of. It’ll allow us to deliver expansive growth and operational excellence for our B2B partners, bringing them the products they need, at the right price, when they need them.
“With a new leadership team, strategy and vision, we have one clear goal and that is to drive growth by bringing the best of Co-op to our partners. And following the expertise, drive and passion we’ve witnessed from Katie in the last year, I am delighted that she will be stepping into her role to power the business forward.”
Co-op Group launches Co-op Wholesale
Co-op Group
Katie Secretan, Managing Director for Co-op Wholesale, said, “We’re clear that this is more than just a supply relationship. Co-op Wholesale is backed by a business built on purpose and we’ll use our platforms to champion what matters most to our diverse partner base, as we know that we can make greater impact when we work together.
“Under Co-op Wholesale, we’re already making significant growth opportunities through corporate accounts as well as traditional retailers, and we’re looking forward to seeing what we can achieve together.”
Despite the current economic and social headwinds facing the retail sector, the Co-op Group remains committed to and excited by the longer-term prospects for the convenience market and the vital role played by independent retailers within the sector.
With significant buying power, industry-leading quality own-brand products, and a supply chain built for convenience, Co-op Wholesale can deliver an unrivalled proposition that will power growth for both independent retailers and corporate partners alike, in today's fiercely competitive market.
Co-op prides itself on delivering best in class products and its own brand range remains a key differentiator for its B2B proposition.
The brand will continue to innovate in its range, to help its partners stand out from competition and drive greater loyalty with shoppers.
Working in parallel with insight-driven recommendations and category leadership for key convenience missions, this partnership will optimise every store location for maximum impact to drive sustainable growth.
The adaptable model from Co-op Wholesale can help any partner scale and drive sustainable growth, with the flexibility to operate their store to grow, their way.
Keep ReadingShow less
Pedestrians carry shopping bags from Selfridges and CANVVS as they walk past shops in central London on March 14, 2025.
British retail sales unexpectedly rose in February, figures from the Office for National Statistics showed on Friday, defying most forecasts from analysts who had predicted a fall against a backdrop of weak overall growth in the economy.
Sales volumes increased by a monthly 1.0 per cent, driven by non-food sales although supermarkets saw a drop after a surge in business in January, the Office for National Statistics said.
A Reuters poll of economists had pointed to a monthly fall of 0.4 per cent in sales volumes. The ONS revised January's month-on-month increase to 1.4 per cent from an initial 1.7 per cent.
“It was a positive month for household goods stores with their largest rise since April 2021, driven by hardware store sales,” ONS senior statistician Hannah Finselbach said, adding clothing sales also picked up due to widespread discounting.
Separate ONS data showed British households saved more money as a proportion of their income at the end of 2024 than at any point in nearly 15 years, apart from during the COVID pandemic.
The household savings ratio rose to 12 per cent in the fourth quarter of 2024, up from 10.3 per cent in the third quarter.
That bank of savings - and the possibility it could be unlocked - is one reason why some economists think tepid economic growth can pick up later in the year.
The ONS on Friday confirmed the economy expanded by 0.1 per cent in the fourth quarter of 2024.
Retail sales volumes for the three months to February rose by 0.3 per cent, the first increase by that measure since the three months to November.
How the economy fares after the imposition of tax hikes on employers, higher regulated energy bills and a raised minimum wage - all taking place next month - is a key question for policymakers.
"Food inflation remains high, meaning consumers are buying less, and retailers will be feeling cautious in the build up to changes to wage costs next week," said Oliver Vernon-Harcourt, head of retail at Deloitte.
Retail sales were 2.2 per cent higher than a year earlier, compared with the median poll forecast for 0.5 per cent annual growth.
This week, clothing retailer Next raised its profit outlook after better than expected trading. But home improvement retailer Kingfisher said consumer sentiment had been dented by measures in the government's budget last October.
The ONS data highlighted a stark contrast between food and non-food sectors, with the latter seeing 3.1 per cent increase in sales volumes. In contrast, food sales volumes fell by 2.0 per cent. Clothing sales showed a rebound, increasing by 2.3 per cent after a previous month's drop.
“Retail sales volumes came in better than expected in February. The trends from last month effectively reversed with food sales falling after a very strong January and non-food categories rebounding following last month's weakness,” Charlie Huggins, manager of the quality shares portfolio at Wealth Club, observed.
“These figures, along with yesterday's better-than-expected results from retail bellwether Next, indicate that consumers are still feeling confident enough to spend despite the gloomy economic headlines.”
However, he cautioned that “retailers are having to work harder than ever before” through “increased levels of discounting,” which could impact profit margins.
Consumer confidence improving
Jacqui Baker, head of retail at RSM UK and chair of ICAEW’s Retail Group, echoed this sentiment, stating, “Resilient retailers have dusted themselves off after a challenging December and seen incremental growth at the start of the year. Consumer confidence is improving and widespread discounting has tempted consumers to spend – renovating homes and gardens, bagging the latest iPhone or hitting the sales to update their wardrobes.”
She also pointed to a “20 per cent annual jump in sales” for jewellers, potentially linked to “a gold rush due to rising inflation and economic uncertainty.”
Thomas Pugh, economist at RSM UK, added: “There are finally some signs that the UK consumer is starting to come back to life. Consumer confidence ticked up again in March and the services PMI jumped higher, partly because of strong demand from consumers.”
He anticipates that “strong real household income growth should continue to drive a gradual increase in retail sales this year, even if overall economic growth remains relatively subdued.”
Despite the positive figures, concerns remain about the broader economic landscape. Silvia Rindone, EY UK&I Retail Lead, commented that the February’s retail sales figures continue to reflect a challenging landscape for retailers.
“Despite real wages continuing to grow at a fast pace, this increase has not yet translated into higher consumer confidence, which remains subdued. Ongoing geopolitical tensions and rising wage costs has meant retailers are continuing to navigate an uncertain trading environment,” she said.
However, she expressed optimism for “Easter and school holidays on the horizon” as potential sales boosters, while advising retailers to “remain agile and focused on customer-centric strategies” to navigate the ongoing economic uncertainties.
Keep ReadingShow less
x-hoppers debuts new AI upgrades built for retail’s frontlines, boosting security, team flow and in-store efficiency
x-hoppers, the leading AI-powered in-store communication platform, has announced new features to its connected store suite, designed to strengthen loss prevention, boost team productivity and automate key retail tasks, all in a single, unified system.
By combining hands-free headsets, AI-powered theft detection and real-time automation tools, x-hoppers helps retailers cut shrink, improve team coordination and deliver faster, safer in-store experiences. Built for the pace of frontline work, it replaces disconnected tools with one seamless solution, supporting associates and elevating the customer journey, from stockroom to checkout.
Retailers attending the Retail Technology Show (April 2-3, ExCeL London, Booth C40) will be the first to experience these innovations, already proven to reduce shrink by 60 per cent and detect up to 26 theft incidents per store daily, all before they escalate.
“Retail doesn’t slow down and neither can technology,” said Graham Dixon, chief technology officer, x-hoppers. “That’s why our team pushes continuous updates across AI, automation and usability. x-hoppers isn’t just a product, it’s a growing ecosystem designed to meet the changing pace of store life. Every feature we add is tested in real-world environments to ensure it works for retailers, not the other way around.”
Latest enhancements
The newest release reflects x-hoppers’ commitment to solving store-level pain points with practical, intelligent tools that scale.
1. AI-Powered Security & Theft Prevention
Enhanced AI Theft Detection with AIVA (AI Video Alerts): x-hoppers’ proprietary AI-powered security solution now builds on its proven success with upgraded gesture recognition technology, offering greater precision in detecting suspicious behaviour and identifying high-risk theft periods.
StaffSafe Integration: Theft-deterrent announcements help de-escalate incidents before they happen, while live alerts connect teams with remote intervention units for immediate response.
2. Workforce Optimisation
AI Assistant 2.0: Employees can now log in via voice authentication, receive real-time task recommendations and access multi-language training.
Intelligent Voice and Chat Agents: These digital agents bridge the gap between online and in-store operations, resolving customer queries, assigning tasks, and escalating alerts, all without manual input.
Dedicated Mobile App: The new channel offers greater flexibility, featuring push-to-talk, theft alerts and real-time notifications.
Customisable AI-Driven Smart Headsets: Designed for the dynamics of frontline work, now available in various styles for retail associates, security personnel and managers.
3. Task & Store Automation
MOOS Smart Shelf Integration: AI-driven restocking alerts, high-value item tracking and automated inventory replenishment, transforming stores into self-optimising environments.
Trello Integration: The new integration bridges task management and in-store execution by sending card assignments directly to the corresponding associate’s headset, turning digital workflows into immediate frontline action.
Proven at Scale
Since launching in April 2024, x-hoppers has already driven measurable results, with clients reporting:
60% reduction in shrink, detecting an average of 26 theft incidents per day before escalation.
35% increase in sales through faster, more personal customer service.
50% faster employee onboarding with real-time AI training and support.
3+ hours saved per employee per day through automation and hands-free communication.