Retail in 2026: Boost Productivity with Smarter Communication

21 April 2026

A Conversation on Smarter Communication

Following our earlier discussions on the challenges facing UK retail, we sat down with Bruce McNair, Commercial Director at Call Systems Technology (CST), and Brett Murray, Sales Manager at Hytera. The conversation explored how communication is shifting from a basic operational tool to a genuine strategic advantage.

From rising costs to increasing customer expectations, retailers are under pressure to do more with less. Here’s what they had to say.

To learn more, visit CST and Hytera at the Retail Technology Show
(22–23 April, ExCeL London, Stand D42), or get in touch to continue the conversation.

1. Retail is under significant pressure in 2026. What are you hearing from customers right now?

Dual quote graphic featuring Bruce McNair and Brett Murray discussing retail in 2026, with Bruce highlighting rising labour costs, tighter margins and declining footfall, and Brett focusing on customer expectations for seamless omnichannel experiences and easy-to-use communication technology.

2. Why has communication become such a critical focus?

Quote graphic featuring Bruce McNair explaining that with fewer retail staff and higher customer expectations, instant communication tools such as two-way radios help reduce delays, improve service speed and strengthen in-store security. Quote graphic featuring Brett Murray explaining that real-time communication sits at the centre of customer experience and operational efficiency, improving stock visibility, colleague confidence, productivity and retail sales.

3. Where are the biggest communication gaps on the shop floor today?

Dual quote graphic featuring Brett Murray and Bruce McNair discussing how small delays on the shop floor create friction in retail operations, and how integrated communication tools, including body-worn cameras and push-to-talk over cellular, improve visibility, safety and real-time response.

4. How do these small inefficiencies translate into real business impact?

Dual quote graphic featuring Bruce McNair and Brett Murray explaining how saving time through better retail communication improves productivity, reduces missed sales and replenishment delays, and turns operational efficiency into commercial opportunity.

5. What does “smarter communication” look like in practice?

Dual quote graphic featuring Bruce McNair and Brett Murray discussing the value of instant, reliable and hands-free communication in retail, helping staff stay connected, prioritise tasks and remain focused on customers during busy trading periods.

6. How do CST and Hytera work together to deliver this?

Dual quote graphic featuring Bruce McNair and Brett Murray describing how CST and Hytera deliver tailored retail communication solutions, combining robust devices with workflows designed to solve operational challenges and improve measurable store performance.

7. What makes professional two-way radios more effective than other tools?

Dual quote graphic featuring Bruce McNair and Brett Murray explaining the benefits of modern two-way radios in retail, including instant push-to-talk, reliable coverage, easy one-to-many communication and smoother coordination across busy store environments.

8. Can you share examples of the impact retailers are seeing?

9. How quickly can retailers expect to see a return?

Quote graphic featuring Brett Murray explaining that improvements from better retail communication are often seen within weeks, delivering less wasted time, faster responses, better service and clearer financial impact across stores.

10. Looking ahead, how will communication evolve?

Quote graphic featuring Bruce McNair outlining the future of retail communication, with greater integration between communication, security and day-to-day operations to enable instant connection, easier information sharing and faster response times.

11. If retailers make one operational improvement this year, why should it be communication?

Dual quote graphic featuring Bruce McNair and Brett Murray explaining why communication is fundamental to retail success, improving service, safety, productivity, customer experience and sales without requiring major operational change.

Final Thoughts

Smarter communication is no longer just a nice-to-have, it’s a strategic advantage. As Bruce and Brett highlight, investing in reliable, efficient communication tools helps retailers improve productivity, strengthen security, and deliver better customer experiences.

To learn more, visit CST and Hytera at the Retail Technology Show
(22–23 April, ExCeL London, Stand D42), or get in touch to continue the conversation.

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Retail in 2026: A Conversation on Smarter Communication