Holland & Barrett

Holland & Barrett was declared the winner in this category by impressing with its use of behavioural science to offer an exciting customer experience. 

The retailer stood out for creating the H&B&Me digital wellness app for customers, helping them build habits that change behaviour in nutrition, physical activity, sleep and emotional wellbeing. 

The app has gained huge popularity and virality, and offers something different and innovative in preventative healthcare. 

One judge said: “This is a brilliant example of different disciplines coming together in a customer's time of need.” 

Another said it was “very personalised” and the app is “backed up by the in-store experience”. 

Of customers using the app, 90% reported behaviour change after 10 days, showcasing how Holland & Barrett is changing and enhancing the customer experience.

Co-op

The Co-op was the winner in this category as judges agreed the retailer has “set the standard” for tackling retail crime. 

The Co-op has been raising awareness of retail crime for some time and suffered more than 1,325 physical assaults against its store workers in 2023. 

To combat the crime wave, the retailer has been urging the police and government to take action and wrote a report suggesting a 10-point plan to reduce crime levels. 

Co-op members wrote to MPs and generated more than 5,000 pieces of media coverage to highlight the pressing issue of retail crime. 

“This is something they have been doing for years – not a fad, but something they genuinely care about,” remarked one judge. 

“They are leading the charge by not just helping themselves but independent retailers too.” 

As a result of relentless campaigning, a specific offence of assaulting a shop worker has been announced for England and Wales after a similar law was introduced in Scotland.

Scamp & Dude

Astrid & Miyu

Carnaby Street, London

The judges named jewellery retailer Astrid & Miyu’s Carnaby Street branch in London the winner of the best new small store for its efforts and success in putting the customer at the heart of the shopping experience.

In a category that comprises stores under 10,000 sq ft that have been newly opened or refurbished during the last 12 months, Astrid & Miyu was deemed a worthy winner.

The jewellery specialist was praised for creating a “unique” store concept that includes services such as piercing and welding.

One judge said: “Astrid & Miyu is rocking the sector because jewellery shops had become old fashioned. I think what these guys are doing is giving it that small, independent feel.”

Another noted: “They started with the customer lens, they absolutely understood their customer and how it set them apart, so it was very well thought through. It was a proper experience and something very different.”

Go Outdoors

York

Go Outdoors’ shop in Vangarde Shopping Park, York, bagged this year’s award for the best new big store. 

The store opened in August 2024, with planning having only begun in April. The execution from getting the keys to opening “Europe’s biggest outdoor store” was completed within just 12 weeks.

Described by the retailer as a “one-of-a-kind store” and equal to the size of two football pitches, average weekly footfall at the new branch is hugely ahead of the store estate and it welcomed 15,000 guests on its opening weekend alone.

One judge said there is not “anything else like it in the UK in terms of experience” and that Go Outdoors has thought about its customer and what they want and need at every level.

Another observed: “It inspires and equips everyone for outdoor life and the mindset they have throughout the store showcases everything they do. This store works for your geeky climber or your fashionista.”

Lush

Glasgow

Abel & Cole

Abel & Cole stood out as the winner of this category for “thinking out of the box” when it comes to sustainability. 

Abel & Cole have been awarded the Green Initiative of the Year for the launch of the UK’s first reusable, refillable plastic milk bottle, Club Zero Refillable Milk, in response to demand from existing and prospective customers. 

The judges praised Abel & Cole for its continued efforts to perfect the initiative and for “not giving up”.

One judge said: “They found a solution that was even better, greener and used less water. They believed in it so strongly, and wanted, needed and cared enough to sort it.”

Abel & Cole overcame many challenges during the creation of the bottles, including the need to increase durability and address manufacturing challenges, as well as hone shape and material to facilitate drainage and cleanliness.

One judge said: “I love the challenge to the big supermarkets because it felt like it’s something that’s achievable and could make a big difference to an industry and the environment.”

Sephora

Sephora has been one of the most talked about retailers in the past 12 months as it continued to expand its presence in the UK, creating excitement wherever it has opened. Its arrival in Manchester drew a queue of 2,000 people by 8am. 

Sephora’s culture is built on four key pillars – product, experience, community and team – and the judges thought the beauty specialist had excelled in those areas.

The expansion of Sephora’s loyalty scheme in the UK, which offers rewards points for products and an exclusive birthday gift, also impressed the judges.

They were struck by Sephora’s “ability to capture attention” and to deliver a “flagship experience in any store”.

In the two years since launching in the UK, Sephora’s business has grown significantly and it has gained traction online as well as through its growing chain of shops.

One judge said: “There is no retailer that has mastered the art of making stuff go viral more and getting new customer acquisitions through social media. 

“It’s what we need on the high street. It just cuts through the noise,” another judge added.

AllSaints

In 2024, AllSaints celebrated its 30th anniversary and reported its fourth record financial year in the past five.

It was a year of innovation for AllSaints, which came out on top in this category, following the launch of a premium kidswear collection, SmallSaints, as well as the debut of eyewear, fragrance and men’s tailoring for the first time.

On top of that, the brand leaned into its efforts on circularity by launching both a rental service and a repair, re-wear programme to encourage a longer life for its garments.

Hailed as a “very strong brand” that “consistently delivered”, the judges were particularly impressed with the efforts of AllSaints due to the refresh of its proposition, ongoing innovation and increased efficiency.

One judge commented: “They’ve really broadened their appeal in terms of target customers, but they have kept their handwriting. They have reinvented it and made it feel fresh, modern and relevant.”

Another said: “It’s very wearable but still distinctive and different, which is often the hardest thing to do in fashion.”

Tesco

Always one of the most hotly contested categories, this time Tesco reigned supreme over some tough competition.

Described as a “monumental leader in the UK grocery market” by one judge, Tesco’s entry emphasised how it made cost reductions of around £260m in six months, helping boost its retail adjusted operating profit by 10%.

It has also maintained its status as the UK’s cheapest full-line grocer, launched an online marketplace and increased its market share.

The judges were impressed by Tesco’s progress in rapid delivery, online and in-store sales, and its ever-popular loyalty and points scheme, Clubcard.

One judge said Tesco is doing “brilliantly well across all areas from strategy to in-store execution, value, quality, premium and loyalty”.

Tesco has demonstrated an ability to constantly reinvent itself and ensure it caters to customers in contemporary ways, enabling it to keep ahead of rivals in a highly competitive market.

BP

Judges were impressed with BP because its employees seemed “truly happy” to work there, and there was plenty of data and statistics to back that up.

One judge said: “BP had so many outstanding metrics”, including an engagement survey revealing that 94% said they are proud to work at BP, 92% would recommend it as a great place to work, and 95% said their manager cares about their wellbeing.

Nearly 20% of retail colleagues have been with BP for more than 10 years, and there was a big drop in staff turnover from 34% in 2023 to 21% in 2024.

BP has also been developing initiatives to support career ambitions, improve personal security, has launched a domestic abuse policy and is offering more apprenticeships.

Along with impressive data, one judge concluded that it was great to see “colleague feedback being used to drive initiatives internally” and improve the mood of the workplace.

David Brook

Store manager, Co-op, Leeds

The judges were keen to celebrate the excellent work done by David Brook from the Co-op, who scooped the Store Hero award.

Brook was recognised for his dedication and commitment to raising awareness of retail crime and becoming the face of Co-op's campaign to raise awareness and bring about change.

With more than 20 years of retail experience, and as a manager in Leeds in a branch badly affected by shoplifting, he was praised for his boldness and bravery.

It was also commendable that the work Brook has done will benefit the whole retail industry.

One judge said: “His store had quite a lot of issues and it can make you feel very vulnerable. It’s amazing at that level to step up and talk about it, which is a brave thing to do. He has put himself at so much risk and has still maintained strong results.”

Another said: “There are many great store managers who can do the basic like-for-likes but this is the biggest problem that retail has faced for decades.”

Jane Gower

Store manager, Jollyes, Dartford

Ryan McBride

Gas installation engineer, AO, Exeter

The judges unanimously recognised the outstanding level of customer service of AO’s Ryan McBride, who took home this award.

Based in Exeter, McBride has demonstrated the “exceptional level of customer service” that AO strives to achieve across its business. He was praised for his performance, commitment and professional growth from starting as a self-employed driver to a certified gas installation engineer. 

McBride was called in over the Christmas period, despite it being his day off, to cover for a colleague who had fallen ill.  Because of a bridge closure, he couldn’t complete the job and didn’t return to the depot until 9.30pm. Despite that, he still returned the next day to complete the installation to avoid the customer being let down for Christmas.

The judges were particularly impressed with how McBride went the extra mile for customers as well as his above-average connection and delivery rate: 96% of his customers rated him “outstanding”.

One judge said: “It was outstanding. That’s the face of your brand and for retailers, your people are your brand."

Another maintained: “He just sums up that brand and it’s exactly what you’d want as a customer.”

Frozen Food HQ team at Jollyes

Ben Carter
Paul Dalby
James Roberts
Ryan Wilson
Rosie Woolliscroft

The judges commended the success of the Jollyes frozen food HQ team following its “substantial expansion” of the retailer’s frozen food offering, powered by the team’s commercial eye and passion for the health of pets. 

In a category that recognises exceptional head office individuals or teams who have delivered tangible value to their business over the last 12 months, the panel agreed that Jollyes’ frozen food team was the worthy winner.

Ben Carter kick-started the pet retailer’s frozen food expansion journey. Carter, an assistant buyer at the time, spotted an opportunity in frozen food and accelerated the expansion of the range from an initial 11-store trial to an offer that is now a stand-out category for the business.

The size of the frozen category at Jollyes has since more than tripled and exceeded £10m of revenue and is 10% up on other categories on a like-for-like sales basis.

One judge described what had been done as “a major innovation”, while another said the results were “amazing”.

One judge observed: “[Carter] knew what the customer wanted and translated that in a business sense.”

Another said: “You got a sense that he was quite early in his career so it was a real project he could make his name with that came from a place of passion. The whole team came together and engaged people with it.”

Adele Quinn

General store manager, Asda, Queensferry

Asda’s Adele Quinn was the judges’ top choice in this category – a shining example of someone dedicated to championing diversity and inclusivity. 

Quinn’s leadership and passion for giving opportunities to under-represented groups led her to manage a pilot of five young interns with learning disabilities or autism. 

Colleagues said her excellent and inclusive leadership meant the interns “felt like colleagues” from the offset and all five of them were offered permanent roles within six months, despite there being no obligation to do so. 

Quinn has since encouraged and inspired other general managers across Asda to take on interns with learning disabilities. As of September 2024, Asda had 70 new interns as part of the programme. 

One judge described her as a “force of nature”. Another was impressed by how she has managed to “scale it up” to reach stores nationwide. 

A third observed: “You can picture the difference she has made to these interns’ lives. She has broken down barriers with this scheme.”

Del Adigbli

Regional manager, Waitrose

Ghassan Hashim

Managing director, Ecklee Supermarket, Motspur Park

In a category that celebrates people going above and beyond their day job to help others, Ghassan Hashim from independent retailer Ecklee Supermarket in Motspur Park, southwest London, took the top spot. 

Hashim volunteers and provides produce for a local soup kitchen and is heavily involved with organisations and charities supported by Ecklee Supermarket.

The entry showcased the impact he has had on his local area, not only through the supermarket but his active and willing participation in helping others.

The judges were wowed by his “focus on how others are feeling” and the way he and the supermarket are central to the community.

What stood out most was how Ghassan is aware of the elderly and vulnerable in the area and often delivers groceries and checks on their welfare, befriending 87-year-old Doreen in the process.

It was agreed that Hashim was the winner as someone working at a “small retailer and creating a powerful impact” – a great example of a community hero.

One judge concluded: “We need more Ghassans in the world.” 

Joshua Griffiths

General manager's assistant, Amazon, Liverpool

Screwfix

In a category marked by the quality of entries, Screwfix was ultimately crowned champion when it came to digital excellence. 

Up until 2022, Screwfix relied on catalogues. As of 2024, 74% of its sales now come through digital channels, highlighting how quickly it has evolved. 

“It has come a long way and it has become very consistent both in-store and digitally,” one judge commented.

The Screwfix app now connects tradespeople with more than 60,000 products, and its new rapid delivery service Screwfix Sprint gets products to customers in under an hour. 

The entry also mentioned its retail media offering in-store, as well as its trade counter stock optimisation system to address stock inefficiencies. 

One judge summed up the group by saying that Screwfix has taken huge strides that set it apart in terms of creating a “connective experience for customers”.

Fortnum & Mason

In a category with many very strong entries, it was Fortnum & Mason that scooped the gold. 

Judges commended the department store for its initiatives across customer engagement and operational efficiency. 

In the past 12 months, it has made strides with digital innovations, enhanced data collection and a trial of its customer membership programme. But it’s the in-store experience that won the judges over. 

One said that the new experiential space on the third floor with a cookshop and food and drink studio is “amazing” and that it has become “more aspirational without being more exclusive”. 

Fortnum & Mason also achieved a sales rise of 12% in its latest results to £209m, while pre-tax profit grew 23% to £7.5m and customer numbers increased 30% to more than 6 million. Its 2023 festive season also saw record sales as its in-store “dancing Piccadilly puddings” went viral. 

One judge summed it up: “It’s a heritage brand that continually looks to stay relevant and modernise without destroying that heritage.”

Seasalt

Primark

In a category full of large and successful retailers, Primark came out on top.

Over the last 12 months, Primark has pushed ahead on its international expansion strategy with 22 new openings worldwide, including growth in the US and entry into Hungary marking its 17th global territory.

Primark’s expansion during the year also included a £100m investment into the UK high street, which saw new openings and store refurbishments. Primark’s shops were praised by the judges for being “amazing” and “consistent” in what they offer customers.

With hit new product offerings from a partnership with pop star Rita Ora, as well as the launch of its debut adaptive collection, it was a strong year for Primark. The retailer also celebrated its 50th anniversary on the British high street in 2024.

The success of Primark’s click-and-collect launch was also noted, while the judges praised the retailer for delivering good top and bottom lines despite not having a transactional online offering. 

One judge said: “What they do is just incredible. They are knocking it out of the park in what is a very, very competitive part of the market.”

Another concluded: “They are an absolute machine that is very consistently successful and puts the customer first.”