How AI, Data and Hospitality Are Rewiring Retail in Japan

How AI, Data and Hospitality Are Rewiring Retail in Japan

Recorded live at NRF APAC 2026, this episode features Toru Koyama, Executive Officer & Head of IT and Digital Promotion Group at H2O Retailing Corp., and Executive Officer & GM of Digital Innovation Division at Hankyu Hanshin Department Stores, Inc.

In this conversation, Toru shares H2O Retailing’s transformation journey — from backend IT and ERP foundations to CRM, unified commerce, retail media, customer data platforms and AI-powered customer communication.

The central idea is the “communication retailer”: a retailer that does not simply sell products in-store, but builds trusted, permission-based relationships with customers across stores, e-commerce, data, service and AI-enabled interactions.

Guest Bio

Toru Koyama is Executive Officer & Head of IT and Digital Promotion Group at H2O Retailing Corp. and Executive Officer & GM of Digital Innovation Division at Hankyu Hanshin Department Stores, Inc. His background includes roles at IBM Japan, Pfizer and PwC, and he previously served as President & Representative Director of Isetan Mitsukoshi System Solutions, where he led structural reforms. He assumed his current H2O Retailing roles in April 2021 and has been associated with the company’s group-wide digital transformation.

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