Conference Agenda
Overview and details of the sessions of this conference. Please select a date or location to show only sessions at that day or location. Please select a single session for detailed view (with abstracts and downloads if available).
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PAPERS: Responsible Retail and Branded Environments: Session 2 Location: 50 George Square, G.03 Zoom Link Accessibility: https://www.accessable.co.uk/the-university-of-edinburgh/central-area/access-guides/george-square-50 Session Chair: Katelijn Quartier, Hasselt University Session Chair: Zakkiya Khan, University of Brighton | |
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Consumer-facing technologies in stores: A longitudinal study of their impact on customer experience 1: Nottingham Trent University, United Kingdom; 2: London College of Fashion, University of the Arts London This paper presents a longitudinal study of instore shopping technologies (ISTs) and their contribution to the phygital fashion store. It builds on studies of store design in an omnichannel environment and the use of ISTs for distinctive customer experiences (CX). The aim is to understand changes in fashion retailing brought about by ISTs and the extent to which they influence CX in the customer journey. The research was undertaken in three stages, in 2014, 2019 and 2024 in three of London’s West End shopping streets. The Methodology was replicated in each stage, using observations of store interiors and in-depth, qualitative interviews with 25 consumers. The findings provide retail designers with new knowledge about consumer-technology interactivity, retail sectoral differences and the rate of change in the use of ISTs. In conclusion, the paper highlights the evolving relationship between retailers and consumers, consumer agency and the shopping experience. View Paper: https://doi.org/10.21606/drs.2026.943
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