Mary Portas, famous for her Channel 4 TV series ‘Queen of Shops’, has urged the pet trade to make sure it provides the best experience for its customers.

Mary, who works extensively with national and local government on the future of Britain’s high streets, and runs her own business consultancy, says creativity is the most vital role in a good business, and that the most important thing any retailer can do is look at the customer experience they provide.

“You have to give the best experience, understand what makes people happy and satisfied, and how they live and shop today," explained Mary at the Crown Pet Foods’ Specialist Pet Trade Forum.

"Every 50-75 years the way we live and shop changes, so we have to re-imagine the High Street in the light of today’s demands and expectations,” she said. 

“The small stuff is what makes the difference, because retail feeds people’s needs, so being creative, clever and intimate enables you to reflect their values. 

"The future High Street will be a multiple fun destination which nurtures our daily lives, so your pet shop will be alongside the library or the yoga centre, with other specialist retailers, coffee shops and housing.”



Andrew Warren-Payne, senior research analyst at digital marketing firm Econsultancy, is part of the expert team that put together the report titled ‘How the Internet can save the High Street’. 

His view is that the retail model of the future is a hybrid – bringing the best bits of the internet into stores is the way to make the technology work for you rather than against you. His ‘quick wins’ featured six ways to make this happen in less than half a day. 

His top tips were to make sure your business is featured on Google places; register with the likes of Facebook and Twitter; use customer comments from internet sources to highlight products in store in the way Waterstones does; use loyalty schemes and contact those who sign up; put Wi-Fi in your shop; and having online calls to action in store, such as ‘like us on Facebook’ or ‘chat with us on Twitter’.

Broadcaster Clare Rayner has long championed the success and sustainability of smaller, independent retailers and their suppliers.

Her 10 steps to retail success asked the audience to define their goal and vision; decide their positioning; imagine their ideal customer; plan their range; look at pricing and promotions; consider channel and location; customer engagement – how to attract, convert, retain customers and gain their referral; the supply chain; planning and controlling as an early warning system; and taking care of the ‘back office’ – human resources, legal, finance and ICT.