What happens when a major retailer hands the reins to AI? In this episode, Natalie Berg is joined by Simon Ellis, Head of AI Transformation and Enterprise Architecture at Pets at Home, to unpack how AI is quietly reshaping the way we shop – from loyalty and personalisation to agentic shopping and AI search.

We dig into how Pets at Home is using AI to: - Turn a traditional loyalty scheme into a real-time, intelligent pet-care companion - Move from "segment marketing" to genuinely individual experiences at scale - Connect data across stores, vets and e-commerce to power smarter decisions - Prepare for a world where AI agents do more of the shopping for us

🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Simon will be taking part in our AI session. Retailers, there's still time to register your interest here: https://www.richmondevents.com/contact/request?Item=DelegateInvite&EventCode=RET26

THIS EPISODE IS FOR RETAIL LEADERS WHO WANT TO: - Understand the real opportunities of AI beyond hype and pilots - Work out where agentic shopping fits into their strategy - Futureproof their customer experience, loyalty and retail media plans - Learn how to organize teams, data and governance for AI transformation

ABOUT MY GUEST Simon Ellis is Head of AI Transformation and Enterprise Architecture at Pets at Home, the UK's leading pet care business. He sits at the intersection of tech, data and commercial strategy – turning AI from a buzzword into measurable value across the group.

ABOUT THIS CHANNEL Retail Disrupted™ is a Top 5% Global Podcast hosted by retail analyst and author Natalie Berg. Every episode is a strategy briefing for leaders navigating the future of shopping – from AI and agentic commerce to loyalty, retail media and store innovation.

If you're a retailer, brand, investor or board member who needs clear answers on where retail is headed – you're in the right place.

Subscribe for weekly learnings from the leaders and disruptors shaping the future of retail.