Is AI Retail's New Front Door? with Bret Taylor (OpenAI Board Chair & Sierra CEO) and Guest Co-Host Neil Saunders

Steve Dennis and Michael LeBlanc are joined by guest co-host Neil Saunders, Managing Director and retail analyst at GlobalData, bringing his signature analytical rigour and on-the-ground store insights to a wide-ranging discussion of the week’s biggest retail developments and the future of AI-powered commerce.

For our feature interview, Steve sits down live at ShopTalk with Bret Taylor, Chairman of OpenAI and CEO and co-founder of Sierra. Taylor outlines how AI agents are emerging as the new “digital front door” for retail, unifying customer interactions into a single intelligent interface.

Bret explains the shift from rule-based automation to agentic systems capable of reasoning and decision-making, enabling retailers to deliver faster, more personalized, and more empathetic experiences. From instant warranty claims to seamless delivery scheduling, AI agents are redefining customer service and turning friction points into loyalty drivers.

The episode opens with a reflection on David Simon's impact on Simon Property Group and mall reinvention. Neil and Steve discuss how Simon proved physical retail can remain productive and relevant when well managed. The conversation then turns to Saks Global’s decision to reverse several planned store closures, with Steve & Neil highlighting the strategic interplay between retailers and landlords.

The group connects this to broader industry dynamics, including the risks of anchor tenant closures and the importance of maintaining mall ecosystem vitality.

A key moment comes as Saunders weighs in on the NRF’s 2026 retail forecast, labelling it “toppy.” The trio challenges the assumptions behind the optimistic outlook, citing cautious retailer guidance, constrained consumer spending, and macroeconomic uncertainty. Saunders’ perspective reinforces a growing disconnect between industry forecasts and operational reality.

The discussion shifts to the intensifying race for ultra-fast delivery, as Amazon, Walmart, and others push one-hour and same-day fulfillment. Saunders provides a grounded view of consumer behavior, noting that while demand for immediacy is growing, the economics remain challenging and uneven across the retail landscape.

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About Us

Steve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling author of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.

Michael LeBlanc is a senior retail advisor, keynote speaker and media entrepreneur. Michael has delivered keynotes, hosted fire-side discussions hosted senior retail executive on-stage in 1:1 interviews worldwide. Michael produces and hosts a network of leading retail trade podcasts, including The Remarkable Retail Podcast, The Voice of Retail The Food Professor, The FEED powered by Loblaw and the Global eCommerce Leaders podcast. He has been recognized by the NRF as a global Top Retail Voice for 2025 and 2025 and continues to be a ReThink Retail Top Retail Expert for the fifth year in a row.