Retail leaders push reforms, tech adoption at summit

Interswitch has convened stakeholders in Nigeria’s retail sector to address operational inefficiencies, profitability pressures, and growth constraints, as businesses adjust to changing consumer expectations and economic conditions.

The company said in a statement that it hosted its Retail Summit under the theme, “The Modern Retail Playbook: What Works, What’s Changing, What’s Next?”, bringing together industry players to discuss practical strategies for improving efficiency and scaling operations.

Discussions focused on persistent challenges in the sector, including payment inefficiencies, margin pressures, and evolving consumer behaviour. Participants also called for stronger collaboration between the private sector and government, emphasising the need for enabling policies, improved infrastructure, and inclusive financial systems to support long-term growth.

Speaking at the event, the Vice President, Sales and Account Management, Interswitch, Osasere Atohenghe, said the summit was designed to foster collaboration and provide solutions to shared industry challenges.

“We are at a defining moment for the retail industry, where consumer expectations are evolving at an unprecedented pace. Today’s customers expect speed, reliability, security, and seamless experiences across every touchpoint, whether physical or digital.

“At Interswitch, we see this as an opportunity to bring stakeholders together to move beyond identifying challenges, towards sharing practical insights and collaborating on solutions that can drive real impact across the ecosystem,” Atohenghe said.

Delivering the keynote address, a Faculty Member at Lagos Business School and Founder/Executive Business Consultant, Chidi Okoro, highlighted the role of innovation in shaping the sector, particularly as digital and physical retail channels converge.

“The retail ecosystem must evolve with purpose. We are seeing a clear convergence between digital and physical retail channels, and businesses must intentionally design models that reflect this reality. It’s about enabling seamless customer access, making better use of data, and strengthening inventory intelligence. Importantly, innovation does not happen in isolation; it requires sustained investment in systems, resources, and capability,” he said.

The Group Head, Growth Marketing, Interswitch, Olawale Akanbi, said the impact of the discussions would depend on how businesses implement insights from the forum.

“What we have seen today goes beyond conversation; it reflects a shared commitment to moving the retail industry forward. The real impact will be measured by what happens next: how businesses refine their strategies, adopt new technologies, and build partnerships that drive growth.

“At Interswitch, we remain committed to supporting this journey by enabling solutions that improve efficiency, enhance customer experiences, and unlock new opportunities,” he said.

From a market intelligence perspective, the Head of Business Development, West Africa, NIQ, David Emeh, stressed the need for increased investment across the retail value chain.

“Greater investment is required across the retail value chain, from payment processing and collections to inventory systems, customer data infrastructure, and retail financing. Retailers need access to structured data that supports deeper customer insights, improves decision-making, and ultimately drives efficiency and profitability,” he said.

The summit also examined the role of integrated payment solutions in reducing checkout friction, simplifying reconciliation processes, and improving revenue retention.

Participants engaged in sessions focused on practical solutions to real business challenges, while Interswitch showcased technology-driven tools aimed at improving transaction efficiency, streamlining operations, and strengthening retail performance.

The event also provided a platform for engagement between stakeholders and solution providers, with a focus on building partnerships across the retail value chain.