Holland & Barrett CFO Vineta Bajaj reclaims narrative on customers and in-store shopping experiences
The narrative that stores are on their way out in a digital world powered by AI, automation et al is false, and a great example of physical retail's continuing importance can be found in Ireland, says Vineta Bajaj, CFO at Holland & Barrett.
In a LinkedIn post, Ireland born Bajaj said: "Ireland is the market closest to my heart, professionally and personally (for obvious reasons!) Last weekend, the Irish Independent ran a piece about Holland & Barrett's growth, and I want to add some colour the article doesn't have room for."
Bajaj flagged that the retailer has 70 stores in Ireland, employing nearly 500 colleagues. In the last year, it has opened three new stores, completed three relocations, and now has nearly all of its Irish estate modernised, an investment into the customer experience and offering.
It works with around 30 Irish suppliers across 300 product lines, with a focus on the local economy and supporting local business. 2.8 million Irish customers shopped with it last year, 300,000 of them online. The remainder choose to walk in.
Bajaj added: "The story being told in retail for the last decade has been that physical stores are dying. The actual data says Irish customers are still choosing in-store shopping in numbers that don't match the narrative. They're not staying home. They're going into town, walking the high street, and the store is doing real work in their decisions."
She concluded: "The real underlying question is: how does a retailer matter to a customer when there are a thousand cheaper ways to get the same product? The answer is to be in the rooms, on the streets, doing things competitors aren't willing to do."
2026 RTIH Innovation Awards
Physical stores 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.
