In this mini episode of Marketing in the Madness, River Island’s CIO Simon Pakenham-Walsh reveals how one of the UK’s biggest fashion retailers is reinventing the customer experience through technology - both online and in-store.

After a “summer of reset,” the brand is doubling down on innovation, data, and seamless shopping journeys.

What you’ll hear:

- From RFID-powered “dump bucket” self-checkouts to smart fitting rooms that recommend your next size — River Island is redefining frictionless retail.

- How Simon’s team is uniting website, app, and store tech into one connected system where customers can browse, buy, and return anywhere.

- Why River Island’s focus on data, agility, and micro-experiments is shaping the future of retail innovation and customer experience design.

This isn’t just a tech upgrade, it’s a retail revolution built for the next generation of shoppers.

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Simon Pakenham-Walsh https://www.linkedin.com/in/simon-pakenham-walsh/

Katie Street https://www.linkedin.com/in/katiestreet/ https://www.instagram.com/streetmate/

Marketing in the Madness https://www.linkedin.com/company/marketing-in-the-madness-podcast

Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

The future of shopping isn’t about selling, it’s about experience.

Simon Pakenham-Walsh, CIO at River Island, breaks down how technology, AI and data are transforming retail — from smart stores and RFID checkouts to seamless online journeys that actually feel connected.

With a career spanning Sweaty Betty, Sainsbury’s and Arcadia, Simon’s seen how brands win (and lose) when they get transformation wrong. Now he’s revealing how River Island is rethinking its tech, people, and mindset to rebuild what shopping means in 2025.

This one’s for the marketers, retail leaders and founders trying to make digital transformation actually work - without losing the human touch.

We talk:

• The future of retail and technology

• Why AI and data are rewriting how we shop

• How to transform a brand without breaking it

• Why tech isn’t the problem - mindset is

If you care about the future of eCommerce, AI in retail, or the next generation of in-store experiences, this episode will change how you think about shopping forever.

Forget glossy influencer campaigns, the real power in e-commerce right now?

Your own people.

In this mini episode of Marketing in the Madness, we uncover how Marks & Spencer, of all brands, quietly became the new Zara, by handing the camera to their employees.

Our guest breaks down: - How employee-generated content (EGC) is flipping social commerce on its head - Why shoppers trust real staff more than influencers - The secret behind 2x higher order values and 3x more site visits from live shopping - Why authenticity beats polish - and how that’s changing the future of e-commerce

From live shopping to shoppable stories and social proofing, this convo dives into what happens when brands let their people become the stars.

If you care about e-commerce, social commerce, or brand authenticity, this one’s a must-watch

LiSA https://www.hello-lisa.com/

Sophie Freres https://www.linkedin.com/in/sophie-fr%C3%A8res-n%C3%A9e-spethmann-3316548/

Katie Street https://www.linkedin.com/in/katiestreet/ https://www.instagram.com/streetmate/

Marketing in the Madness

https://www.instagram.com/marketinginthemadness/ https://www.linkedin.com/company/marketing-in-the-madness-podcast