Fortnum & Mason’s Approach to Innovation, Experience, and Staying Human | RTS 2026

In this Omni Talk Retail episode, recorded live at Retail Technology Show 2026 in London from the Vusion podcast studio, Chris Walton catches up with with Iain Robertson, Chief Operating and Innovation Officer at Fortnum & Mason, to discuss how one of the world’s most iconic heritage retailers is approaching innovation while staying deeply rooted in human experience. Iain shares how Fortnum & Mason blends operations, technology, and innovation under one leadership structure, and why that integration is critical to identifying meaningful opportunities across the business. He explains why the company does not believe in siloed “innovation budgets,” instead embedding innovation directly into strategic decision-making and day-to-day operations. The conversation also explores Fortnum’s commitment to preserving human connection in-store, why the brand is intentionally avoiding over-automation, and how it is investing across customer data, clienteling, and connected experiences to better serve customers across every touchpoint. Key Topics Covered: • Why innovation and operations are more powerful when combined • Fortnum & Mason’s approach to embedding innovation across the business • Why the company avoids dedicated “innovation budgets” • The role of partnerships in accelerating innovation • Why human connection remains central to the in-store experience • Balancing change while maintaining a sense of familiarity for customers • How Fortnum’s is investing in customer data, clienteling, and personalization • The importance of connecting digital and physical experiences • Where the company is focusing innovation investments over the next decade Thank you to Vusion for supporting Omni Talk Retail’s live coverage from Retail Technology Show 2026. More to come. Stay with us! #RTS2026 #RetailTechnologyShow #OmniTalkRetail #FortnumAndMason #LuxuryRetail #CustomerExperience #RetailStrategy #RetailInnovation #Clienteling #Vusion