British grocery retailer Heron Foods deploys connected in-store communications platform from x-hoppers

British supermarket chain, Heron Foods, says it has improved customer experience (CX), streamlined operations and enhanced colleague safety with an in-store communication platform from x-hoppers.

Established in Hull in 1979, Heron Foods focuses on delivering chilled, frozen and branded grocery goods at affordable prices and operates over 340 UK stores.  With 6,000 staff across its network and a growing store estate - aiming to open up to 30 new locations each year - it wanted to unify its communications and better connect its teams across frontline roles, the back office, regional field reps and its HQ.   

Having selected x-hoppers, which combines wireless headsets with a mobile app, Heron Foods says it has improved in-store experiences for shoppers while helping staff feel safer on the shop floor. 

The solution now connects area and regional managers with frontline store teams via the mobile app. This ensures the right messages reach the right teams at the right times to drive operational efficiencies and enhanced productivity.  It also embeds intelligence directly into staff members’ daily workflows, improving speed of service for shoppers, while smart notifications create greater consistency and compliance.

This integrates with Heron Foods’ existing systems, including StaffSafe, an always on security solution offering real-time, two-way verbal and visual connectivity to prevent, control and remedy in-store incidents. 

“The headsets extend functionality beyond our previous solution, improving team collaboration, enhancing CX with prompt service and increasing colleagues’ sense of safety,” says Jon Newson, Head of Information Technology at Heron Foods.

“The real value we see from x‑hoppers extends beyond just colleagues talking. It’s the deep integration with (our) systems, the field-based communication and collaboration it enables, and how it aligns with our future roadmap, (which) makes it incredibly powerful.”

“Bricks and mortar success depends on seamless service, underpinned by intelligent, real-time information and clear cross-team communication,” says Graham Dixon, CTO at x-hoppers. “With unified store connectivity, Heron Foods has unlocked the personalised and consistent communications that deliver across every layer of the business, supporting CX, team cohesion and colleague safety.”

Heron Foods will now explore rolling out new agentic AI features within the x-hoppers headsets.  The feature enables enhanced levels of intelligence directly into the ears of colleagues, from checking real-time inventory to accessing procedural guidance.

2026 RTIH Innovation Awards

AI will be a key focus area at the 2026 RTIH Innovation Awards.

The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.