In an age of data-driven retail and digital convenience, the human side of food retail is often overlooked, yet it remains one of the most powerful tools for building loyalty, boosting spend, and shaping memorable experiences. From recommending the perfect pairing to explaining a product’s provenance or benefits, skilled teams turn browsers into buyers and transactions into trust.

This session shines a spotlight on the underestimated value of food knowledge, personal service, and upselling skills in independent and fine food retail. Industry experts will share how investing in staff training, storytelling, and authentic customer interaction can increase average basket size, encourage repeat visits, and differentiate small businesses in a crowded market. With insights into what works on the shop floor, at the counter, and in foodservice, this session is a reminder that people, not just products, drive performance.