Cyber attacks, Italian jobs, and next chapters: RTIH brings you this week's biggest retail technology stories
It's Friday, the weekend is almost upon us, so let’s kick back and reflect on another eventful week for the retail systems space. Here's your briefing on the most important stories from the past few days, including M&S, Lowe's, Carrefour Belgium, StrongPoint, Ralph Lauren, Asda, LiveRamp, H&M Group, Centra, Primark, and New Look.
1. Marks and Spencer lacked business continuity plan amid ongoing cyber attack chaos, M&S insider claims
An M&S insider has talked to Sky News about chaotic scenes at the UK high street giant as a cyber attack continues to hit hard.
The incident has cost the retailer millions of pounds in lost sales and a lower share price. M&S has not said what or who knocked out its online ordering systems, paused deliveries and left empty shelves in stores. But it has been linked to a hacking collective known as Scattered Spider.
The insider told Sky News: “We didn't have any business continuity plan [for this], we didn't have a cyber attack plan. In general, it's lots of stress. People have not been sleeping, people have spent their weekends working, people sleeping in the office - just reactive response."
They added: "The idea is to have some services go back online bit by bit. Not do the whole shebang, but allow the people in the store and to allow people online to have services. We're kind of figuring it out as we go. We're not even allowed to use our work devices, so we're having to use our personal devices, all sorts of things.”
"It's just impossible to work because anything about the incident, we're not allowed to talk about on Teams, which is our usual way of chatting… So we have to use WhatsApp to talk to each other."
There is a "sense of paranoia and therefore not everyone knows everything, because we don't know who has been compromised. They are still trying to figure things out."
An M&S spokesperson said: "We have robust business continuity plans and processes in place for managing incidents, led by an experienced team."
2. Lowe’s unveils Mylow Companion, an AI app for employees in retailer's more than 1,700 stores
Lowe's has launched Mylow Companion, an AI tool aimed at improving customer service and speeding associate onboarding.
Purpose built for associate sales floor devices, this aims to provide fast access to product details, project advice, and inventory information.
The launch to all employees across Lowe's more than 1,700 stores is pitched as the first time a retailer has successfully implemented this kind of technology at scale.
"Mylow Companion is another example of Lowe's living out its commitment to elevate the customer and associate experience," says Seemantini Godbole, Lowe's Chief Digital and Information Officer.
"Whether associates have been on the job for five weeks or five years, they can be confident they're delivering expert level advice and assistance, and customers can trust they're getting the best service and experience of any retailer."
3. New Look fully onboard with TrusTrace supply chain traceability and compliance data management platform
New Look has onboarded its core supplier base to TrusTrace, a platform for supply chain traceability and compliance data management.
The retailer says that it is also committed to ensuring that all future suppliers are onboarded to the platform.
It can use this technology to monitor and manage supplier data with greater accuracy and depth, enabling the business to fully understand and measure the social and environmental impact of its sourcing decisions and meet emerging regulatory requirements.
These insights are also fed through to the retailer’s proprietary Enterprise Data Platform, to allow for real-time changes to its supply chain.
4. Circus SE and REWE Region West launch pilot partnership involving deployment of CA-1 cooking robots
Circus SE, a specialist in AI software and robotics for the food service industry, has announced an exclusive pilot partnership with REWE Markt, West Regional Branch.
This will see the autonomous cooking robot CA-1 being deployed in several REWE supermarkets in Germany, together with the cloud-based Circus Software Suite. The pilot will begin during the autumn and is pitched as the world’s first integration of autonomous food production in grocery retail.
Under the agreement, REWE Region West will receive three CA-1 units along with a software package that includes ordering systems, kitchen control, and AI driven production management. The eight-month pilot phase includes joint operations, training, marketing activities, and a performance evaluation based on customer satisfaction, technical performance, and operational feasibility.
5. Carrefour Belgium gears up to deploy StrongPoint Order Picking solution for fulfilment of e-commerce orders
Carrefour Belgium has picked StrongPoint’s Order Picking solution for in-store fulfilment. Deployment is expected to begin and be completed in 2025.
“We chose StrongPoint’s solution to fulfill our scheduled home delivery orders because their order picking system is responding very well to our needs when it comes to in-store grocery order picking. It’s purpose built for handling grocery orders with exceptional speed and accuracy,” says Jan Pollier, Carrefour Belgium Digital & E-Commerce Director.
“The solution enables us to improve efficiency, reduce operational costs, and deliver a more reliable service to our customers. StrongPoint’s deep expertise in grocery operations was clear throughout the process and gave us confidence in their ability to support our ambitions.”
“That such an esteemed and globally recognised brand has chosen StrongPoint’s Order Picking solution is a clear testament to the world class nature of our technology. Its deployment outside our core markets further demonstrates the solution’s scalability and adaptability, and highlights our ability to support leading grocery retailers no matter where they operate,” says Jacob Tveraabak, StrongPoint CEO.
6. THG Ingenuity's THG Fulfil deploys Autostore Pio P100 warehouse automation system in Manchester facility
THG Fulfil, a fulfilment and courier management solution from THG Ingenuity, has announced the implementation of the Pio P100, a warehouse automation system created by Autostore, in its Manchester facility.
THG Fulfil is not only implementing P100 in its Manchester facility but is also a distribution and build partner for both Pio and Autostore, allowing brands interested in implementing their own automation solutions to benefit from a live demonstration of its capabilities.
With a total throughput of 7,200 units per day, the P100 features three robots and 1,400 bins in less than 500 sq.ft (approximately three car parking spaces). It promises reliable and continuous operations with 99.7% system uptime and 99.9% pick accuracy.
Tom Killeen, COO, THG Ingenuity, says: “The impact of fulfilment on customer acquisition, retention, and profitability cannot be overstated. We have been diligently optimising Autostore and automation technology for over five years. With our proprietary technology and optimisation know-how, we are perfectly placed as distribution and build partners to sell, install and optimise Autostore and Pio systems to ensure our clients can meet their end-consumer promises.”
“We are continuously looking at how to redefine what’s possible in e-commerce fulfilment. Now, SMEs no longer have to choose between affordability and innovation; they can automate faster, operate smarter, and scale more efficiently than ever before,” adds Killeen.
7. Focus on AI and personalisation as Naveen Seshadri becomes Global Chief Digital Officer at Ralph Lauren
Naveen Seshadri has taken on an expanded role as Chief Digital Officer at Ralph Lauren, having joined the company last year as Global Head of Consumer Technology & Digital Commerce.
Seshadri’s CV also includes stints as an advisory board member at Salesforce, and EVP, Global Retail - Consumer Products, Games & Publishing at The Walt Disney Company.
In a LinkedIn post, he said: “My first year at the company has been nothing short of incredible. Ralph Lauren is one of the most iconic brands in the world - rooted in timeless style and authentic, enduring purpose - and I’m honoured to help lead its next chapter of digital growth and transformation.”
“In this role, I’ll be focused on shaping a truly connected digital ecosystem that enhances how we inspire consumers, empower our retail teams around to world, and elevate the brand across every consumer touchpoint - from digital commerce and in-store technology, to global consumer experience and innovation. With a sharp focus on personalisation, AI, platform modernisation, and cross-channel commercial growth, we’re building for the future with both magic and logic.”
He added: “As I kick off the next leg of this journey, I am reminded of Ralph's words - "Love what you do, be passionate, work hard, embrace individuality, work together, take risks, stand up for what you believe in and aspire to the best".
8. Asda taps LiveRamp data collaboration platform as grocery giant expands retail media proposition
LS Eleven Media Services has selected LiveRamp as its data collaboration partner to bring Asda Access to market.
The solution will leverage LiveRamp's platform to enable planning, audience activation, and campaign measurement powered by Asda's first-party data. This is underpinned by LiveRamp's global Data Collaboration Network and supported by an identity infrastructure, with the aim of improving brands' ability to deliver a more personalised advertising experience to Asda customers, as well as measuring the impact across upper funnel media channels.
Utilising Plan-Apps, brands have the opportunity to pick from approximately 3,000 predefined first-party audience segments or build custom audiences to suit a brief, supported by access to in-flight measurement and reporting. To further scale campaigns, brands can reach these customers across multiple offsite channels including Meta.
In addition, they can work with the Asda Creative studio team to produce bespoke creative to better engage with customers online.
9. Swedish retail giant H&M Group takes minority stake in fashion focused e-commerce platform Centra
Centra has announced an investment from H&M Group. The exact amount involved, which gives H&M Group a minority stake in Centra, was not disclosed in a press release, although media reports put it at SEK 50 million.
The cash will be used for research and development, as well as to scale up in Europe and the US.
Centra was founded in 2016 and operates as an e-commerce platform for fashion companies that want to sell directly to consumers. It has partnered with several H&M brands, including COS, ARKET, & Other Stories and Weekday, which all transitioned to the firm’s platform in 2024.
"We started Centra with the simple idea that there’s a better way to run a global fashion brand. Our approach is different from the rest of the market - we focus on providing fashion specific solutions that help brands scale and innovate in ways others can’t,” says Martin Jensen, CEO at Centra.
“The results we’ve seen with H&M's portfolio brands show how effective this approach is, and the investment from H&M Group is a strong vote of confidence in the value we’ve built together. We’re excited to continue driving innovation and proving that there’s a better way for fashion brands to thrive in today’s fast changing commerce landscape."
"We’ve been truly impressed by Centra’s journey so far. Their ability to combine deep industry insights with technical innovation is helping fashion brands solve real challenges in e-commerce. That’s why we’re proud to strengthen our partnership through this investment, supporting Centra’s continued growth and the next phase of their exciting journey ahead,” says Nanna Andersen, Chief of New Growth & Ventures at H&M Group.
10. Primark stumps up €40 million to grow its Italian store footprint with five new locations in the works
Primark has announced a new €40 million investment in five new stores in Italy: one each in Rome, Biella, Perugia and two in Naples, which will bring its Italian store footprint to 26.
Primark has been in the country since 2016, opening its first location at the ‘Il Centro’ shopping centre, Arese, Milan. Since then, it has expanded to 18 across the country, including a flagship store and regional office in Milan.
The new additions will feature self-service checkouts alongside traditional cashier checkouts.
Luca Ciuffreda, Director of Primark Italy, says: “I’m so proud of our growth journey in Italy: in just nine years, we’ve expanded to 18 stores across ten provinces and there’s so much more potential. We’re thrilled to unveil a further €40 million investment to continue our expansion, create new jobs and support local communities.”
“We know our Italian customers love our kidswear, as well as brilliant basics including pyjamas and underwear, and our incredible team work hard every day to bring our unbeatable value in fashion, beauty, and homeware to customers across Italy. And we’re not stopping here - stay tuned, because there’s even more to come.”
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