John Lewis, Tesco and B&Q bosses: Lessons from the year that changed retail forever

Pippa Wicks John Lewis Executive Director

2020 has been one of the most disruptive, unpredictable years in living memory. What have retail’s leaders taken as their biggest lesson from the year that changed everything?

If you’d asked a year ago what the most frequently heard words of 2020 would be, there are few that would have expected tier, furlough, lockdown or bubble to feature quite so prominently – or for protective face masks and hand sanitiser to be the most in-demand products.

2020 has been a year of unprecedented (another of the most overused words of the last 12 months) change as retailers and shoppers alike grappled with coronavirus and a glut of ever-changing rules and regulations. 

The impact of this pandemic has left an indelible mark on so many aspects of our lives, and it has upended retail.

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