Retailers to rebuild with responsibility and resilience The retail industry has suffered challenges in its past, but none like the current pandemic. Long term trends have accelerated, and retail consumers have permanently changed what they buy and how they shop. Retailers have responded in record time with new products and services, new ways of working, and some impressive displays of innovation. Responsibility to employees and consumers has taken on a new significance. To understand and build relationships with their new consumers, retailers need to leverage data-driven insights to inform future decision making. Home will be the new battleground. With life, work and shopping continuing to focus around the home, retailers need to develop products and services to meet new consumer needs, increase investments in digital, and maximise the potential of their stores by reconsidering formats and locations. Retailers have an opportunity to reset and rebuild their businesses. How they help consumers navigate the pandemic will influence future success. 26