At this year’s Retail Roar, proudly sponsored by The Giftware Association, retail expert Catherine Erdly sat down with the iconic “Queen of Shops,” Mary Portas, for a timely conversation about the state of retail, the future of the high street, and why joy, community and human connection matter now more than ever.

Mary has long been one of the most influential voices in UK retail: a broadcaster, author, business leader, and the creator of the “Kindness Economy.” Her past remarks and her latest thinking continue to shape how retailers reimagine their spaces, their purpose, and their customer relationships.

1. Have We Lost the Joy in Retail?

One of Mary’s strongest observations was that many retailers have spent the last decade in an “online obsession.” In the rush to optimise clicks, conversions and fast fulfilment, something important slipped through the cracks: joy.

She reflected that this shift has “taken the specialness out of physical shops — not all, but most.” Retailers, she believes, have become preoccupied with digital efficiency at the expense of real-world magic and experiences.

This aligns with Mary’s long-standing advocacy for a more human approach to business. As she once said:

“The more we talk about kindness in business, the more we'll break through the hard structures that have defined business…”

2. What Physical Retail Must Do Next

Mary challenged bricks-and-mortar retailers to reimagine what their spaces feel like:

· Create beautiful environments
· Make stores welcoming and experiential
· Give customers a reason not to default to Amazon
· Build emotional connections through memorable moments

Her view is clear: Retailers must craft spaces where people pause, feel, look, touch, discover, and connect.

This echoes another one of Mary’s well-known thoughts:

“I really, really do believe that the future of being successful in work is going to be about embracing all of those wonderful things women bring—empathy, collaboration, flexibility…”

Empathy-led retail. Connection-led retail. Experience-led retail.

These are not nice-to-haves. They’re survival strategies.

3. The Power of Community & Why It Matters Now

One of the most uplifting themes Mary returned to was the resurgence of community:

· Community-led retail is getting stronger, not weaker.
· Customers remember how you made them feel.
· A single great experience can create loyalty for life.
· Small, united groups are driving change more effectively than large institutions.

This also ties into her widely quoted idea:

“We need to embrace all of the gifts women bring to the workplace.”

From Mary’s perspective, community, collaboration, and shared values shape the next chapter of retail far more than traditional hierarchies.

4. Cultural Shifts: From Dominance to Kindness

Mary shared a powerful cultural observation: post-Covid, society has shifted from masculine, competitive systems towards feminine energy, which focuses on kindness, care, connection, nurturing.

She sees:

· More collaboration
· More shared solutions
· More people-driven change
· Less reliance on politics or traditional institutions

This cultural movement is already influencing retail, creating demand for brands that act with integrity, humanity, and purpose.

5. The Return of Better (Not Bigger) Retail

Mary predicts that the future won’t include as much retail, but it will be better quality retail:

· Stores returning to the high street (e.g., GAP’s new lifestyle-led formats)
· Concept-driven environments
· More experiential spaces
· Retailers focusing on brand storytelling and relationship building

And she reinforced something retailers often forget:

People remember brand names when there is physical interaction.

The touchpoint matters. The experience matters. The people matter.

6. “Educate People With Joy”: Mary’s Closing Message

Mary closed the conversation with a beautifully simple line:

“Educate people with joy – bring them into your store and wow them.”

This final sentiment encapsulates everything Mary stands for:

· Be joyful
· Be welcoming
· Be thoughtful
· Be human
· Create spaces that light people up

Because when retail brings joy, customers don’t just buy—they belong.

Find out more about Catherine Erdly, Founder of Retail Roar, here.