Digital Transformation Lessons with Primark and Ann Summers

Paul Edney, Technology Director Channels at Primark, and Jeanette Copeland, Technology Director at Ann Summers, join Natalie to discuss lessons from their digital transformation projects. They explore: The rationale behind Primark's click & collect roll-out and how it's enabling the retailer to engage with new customers. How Ann Summers completed a 12-month transformation project in just four months. 2025 strategic priorities for both businesses. Working backwards from the customer, testing and learning, embracing failure – how digital transformation requires cultural change. The importance of speed to market while balancing cost and flexibility. Is WAgile (waterfall + agile) the new way of working? From virtual sizing tech to in-store payment innovation, which technologies are the retailers excited about for the future? Today's episode is sponsored by PMC and was recorded live at the PMC customer event at Silverstone Museum. From supporting end-of-life legacy systems through to providing the latest digital retail solutions, PMC helps you take control of your technology and drive your own agenda. PMC has proudly supported the commerce sector for over 20 years, and our specialist domain knowledge, experienced teams, and proactive approach makes us the partner of choice for delivering customer-centric transformations. For more, visit PMC. Bios: Paul Edney, Technology Director Channels, Primark Paul is a senior IT leader with 20+ years of experience, specialising in retail, ecommerce, and transformation. He excels at crafting strategies that enhance customer experience and operational efficiency. As Technology Channels Director at Primark, he leads global tech initiatives, overseeing system integrations, re-platforming, and business transformation to drive growth and innovation. Jeannette Copeland, Director of Technology, Ann Summers Jeannette leads the technology division at the iconic Ann Summers brand, spearheading digital innovation since 2022. With over 20 years of experience in IT, she has held key roles at Joules and Systemax Europe Ltd, specialising in ERP, data integration and business intelligence.