Metro Connect 2025 – Putting the ‘Me’ into Metro
On Thursday 26 June 2025, RMS welcomed over 120 delegates, guests and partners to Metro Connect 2025 at Castle Malwood, a majestic venue nestled within the New Forest. Against this stunning backdrop, we celebrated how Metro is empowering team collaboration, compliance, and communication, and helping the customers RMS serves ‘do business better’.
Setting the Scene
Metro Connect 2025 kicked off with a warm welcome from Rob Morgan, Sales & Marketing Director at RMS, who set the tone for the day ahead. From the start, it was clear this wasn’t going to be a day of sales pitches or product-heavy presentations. Instead, Rob reminded everyone why they were there: to connect, share experiences, and have open, honest conversations.
This year’s theme, “Putting the Me into Metro”, served as a powerful reminder that behind every dashboard, task, or message is a real person trying to do their job well. Whether in retail, hospitality, or healthcare, Metro’s purpose is to help teams work smarter, make better decisions, and stay aligned – and that starts with listening to the people using the platform every day.
Rob encouraged attendees to get involved throughout the day – ask questions, share challenges, and connect with others. As he was keen to point out, some of the most valuable insights don’t come from slides or stage time, but from the informal chats over coffee, the honest feedback, and the unfiltered conversations that happen between sessions. His message was simple but impactful: this day was about people – not just products. And with that, Metro Connect 2025 was underway.
Keynote Speakers:
Andrew Xeni
CEO and Founder, Fabacus
He made the case that success isn’t about chasing every trend or launching something perfectly polished – it’s about being clear on your mission, creating the right team environment, and having the guts to go for it.
From digital product passports to scaling sustainable brands like Nobody’s Child, Andrew’s examples weren’t theory – they were lived.
One standout moment: “If you’re not embarrassed by the first version of your product, you’ve launched too late.” It landed well. So did the reminder that innovation often starts with backing your own vision, not just answering the brief. A session full of sharp thinking and real lessons – and a highlight for many.
Phillip Adcock
Adcock Solutions
With over 25 years spent analysing shopper behaviour, Phillip broke down how people really make decisions – whether they’re buying a chocolate bar, agreeing to a process change, or just choosing when to reply to an email. His talk was full of practical techniques rooted in psychology, from priming and anchoring to loss aversion and social proof.
He also showed how small tweaks to how we present information can lead to big shifts in how it’s received.
One standout moment:
He reinforced that we respond better when we see humans – not just products or stats. Adding a face or person to a message (whether that’s signage, an email, or a training module) increases impact and recall. It’s one of the reasons comms feel more personal when they come from a real team member, not just ‘Head Office’. Phillip’s session was packed with insight, and delivered in a way that made science feel refreshingly usable. Lots of nodding in the room – always a good sign.
Karen Dyke
CEO, RMS
She walked through how we’ve rebuilt key parts of the platform – Comms, WFM, Learn, and Audits – all designed to make life easier for store teams and support better decision-making, without adding unnecessary complexity. Karen also highlighted the big shifts we’re all facing – the expectations of Gen Z, rising costs, and an accelerating rate of change – and showed how Metro’s roadmap is built to respond: smarter planning, meaningful automation, mobile-first tools, and secure, accessible data.
Her takeaway was clear: we’re not just adding features – we’re solving real problems that matter on the shop floor. She closed by reaffirming Metro’s role as a leading operations platform, while recognising the shift in what colleagues want and need. We must go social – and that’s why we’re so excited to be launching Mingle. Together.
Partner Presentations:
But it doesn’t have to be that way. We were introduced to Sophie, Talent Unlimited’ s voice-AI recruiter. She interviews every applicant – any time of day, in any language and delivers a qualified shortlist in record time. No chasing. No scheduling. No admin. What stood out most was how this tech doesn’t just speed things up – it actually improves the experience.
Every candidate gets meaningful feedback. Hiring managers get back time. And employers protect their brand in a highly competitive market.
Their team shared a practical framework for tackling retail transformation in a way that balances day-to-day pressures with long-term strategic goals. It wasn’t about throwing tech at the problem – it was about identifying where change genuinely drives value. We looked at real-world projects where legacy systems had been replaced with modern, flexible alternatives – and the operational wins that followed.
From reducing admin overhead to unlocking better data and freeing up store teams, the ROI was clear. Just as useful were the cautionary notes – what not to do, how to avoid disruption, and the importance of securing buy-in from across the business. The Trust team didn’t sugar-coat it – transformation is hard work, but when done right, it pays off.
It’s all about giving colleagues the confidence and clarity to do their jobs well – without the constant back-and-forth or waiting around. He showed how stores using VoCoVo are seeing faster response times at checkouts, fewer Tannoy announcements, better support for new starters, and tighter coordination across teams – all of which leads to a better experience for customers and colleagues alike.
Andrew also touched on how their platform connects with wider store systems – everything from self-checkouts to stock alerts and shortly will be integrated with Metro’s Comms and Task functionality – helping teams stay one step ahead and freeing up time to focus where it really counts.
Of particular interest was the focus on the night-time economy – an area that’s often overlooked but increasingly relevant as shopping patterns shift and high streets evolve. Hannah shared some compelling data and perspectives on how retailers are adjusting their strategies to meet these changes head-on, from staffing models and opening hours to digital engagement.
The discussion that followed was equally engaging – a lively and open conversation between peers who are all tackling similar challenges in different ways. It was a valuable reminder of how important it is to create space for these kinds of exchanges and understand what’s really happening on the ground.
Customer Stories:
Crafting a Better Way to Learn: The Making of HobbyLearn
It was a real highlight to hear from Gareth Ware and Sophie Rhodes at Hobbycraft, who shared the story behind HobbyLearn – their new employee learning platform built with RMS and fully embedded into Metro.
Faced with a manual and fragmented setup, they worked with RMS to design something smarter and more connected. The result? A platform that makes learning easier, faster, and more engaging for both colleagues and managers – from onboarding through to ongoing development.
What stood out was how well thought-through their approach was – they weren’t just digitising the old way of doing things, they genuinely reimagined it. And the video testimonial from one of their store managers brought it all to life – honest, practical, and full of impact, and a great example of what’s possible when you take the time to get learning right.
The Range – Making Transformation Happen
Mike Edwards from The Range gave a great overview of their retail transformation journey, moving from paper-based processes to a much more connected and agile way of working across 270+ stores.
He talked openly about the pressure that comes with fast growth, new acquisitions, and rising expectations – and how their legacy systems simply weren’t keeping up. Communication gaps, inconsistent compliance, and too much time spent on manual tasks were holding store teams back. That’s where OneVision, came in. This wasn’t just about going digital. It was about rethinking how things work in practice – improving clarity, making tasks easier to manage, and freeing up time to focus on what matters most.
Everything is now mobile-first, with structured data capture, automated workflows, and real-time visibility. As Mike put it, store teams now have “an office in your pocket” – with faster support from head office, better compliance, and a noticeable shift in culture on the shop floor.
Dunelm – Simplifying Scheduling to Drive Efficiency
Stacy Meyrick from Dunelm joined RMS Product Manager, Simon Mills, to share a practical and down-to-earth view of how they’ve been using Metro’s Workforce Management module to streamline scheduling and reduce costs across the business.
He talked through the core principles that have guided their rollout – from getting the data and deployment right, to building strong base rotas, managing availability and holidays properly, and making sure teams are supported with the right training. What came through clearly was that this isn’t just about cutting admin or shaving minutes. It’s about making smarter decisions, removing friction, and freeing up time for store teams to focus on delivering a better customer experience.
The interview was packed with useful takeaways – especially around publishing schedules, integrating with payroll, and keeping the process simple but effective. A great example of how workforce planning, when done well, can drive real operational value.
Card Factory – Print That Delivers
Mark Klieve and Lisa Derbyshire from Card Factory shared a great story about how they’ve transformed their approach to in-store print using Metro Print.
They started with a clear challenge – manual pricing processes in store were time–consuming, inconsistent, and prone to errors. By rolling out Metro Print, they centralised shelf-edge label production, improved accuracy, and freed up store colleagues to focus on the customer. This wasn’t just a process tweak however, it’s had a real commercial impact. Clearer, more consistent labelling has improved the customer experience and helped boost product visibility – with studies showing this can lift sales by up to 18%.
The session also gave some strong stats on colleague adoption and paper usage, showing how a scalable, self-serve solution can deliver at volume. It was practical, engaging, and a reminder that sometimes it’s the simple things – done well – that make the biggest difference. A smart, well-executed project with clear benefits for customers, colleagues and the bottom line.
RMS Update Sessions:
Metro Help Translations
Sarah Snow and Tom Stoll showcased one of the standout innovations shared at Metro Connect – our work on the Metro Helpdesk module, where we’ve integrated AI-powered translations to streamline communication between store teams and central support. The solution now allows:
- Queries to be written in the user’s local browser language
- Automatic translation into the Helpdesk team’s language
- Replies sent back, again translated to suit the store colleague’s language
With over 204,000 translations handled monthly (equating to around 10 million characters), the results speak for themselves: Faster response times, higher-quality translations, more confident and open communication from store teams, a more inclusive and effective support system. Want to know more? Speak to your Team Metro Engagement Manager.
Giles Pedlar, Head of Customer Engagement, led a straight-talking panel on the upcoming Metro V4 release of RMS’ Unified Comms. He was joined by Chris Ferns, Product Manager, alongside early-access customers Wayne Lucas from Schuh and James Hopkins from Holland & Barrett.
This wasn’t a feature showcase but a practical conversation about how V4 is performing in real-world environments – what’s working, what still needs tuning, and what frontline users really think. Chris also shared a look ahead at what’s next, giving a glimpse into upcoming innovations and how V4 will evolve in response to user feedback.
Metro V4 isn’t just another version update. It’s a rethink of how comms should support people on the ground – with input from those who use it daily. Thanks to Wayne, James and all our early adopters, we’re building something that helps retailers communicate smarter and run better. More to follow soon.
Metro Employee Management 2 (EM2) and Activity Planner
Simon Mills shared the latest on Metro Workforce, introducing Employee Management 2. Em2 lets customers create their own HR forms with any fields they choose, using different field sets for different hierarchies. This means one system can manage HR processes consistently across all territories, including Europe and the rest of the world beyond.
Metro Activity Planner
Simon Mills and Sarah Snow outlined recent improvements to Metro’s Activity Planner, designed to give users greater visibility and control over store activity. Updates include task strikethroughs, project group filters, SFTP imports, enhanced notifications, and a new Capacity Planner to review workload against capacity down to location and project level. A variance view highlights over- or under-capacity at a glance, while bulk uploads, improved reporting, and WFM integration streamline non-core task creation.
The standout addition is the Heat Map – a clear, visual tool to spot issues early, drill into detail, and plan more effectively. Together, these enhancements help retailers cut noise, stay on top of workloads, and plan smarter. For more information, speak to your Team Metro Engagement Manager.
Giles Pedlar, Head of Customer Engagement, delivered a sharp and engaging session on a topic that often gets brushed off as a buzzword: engagement. But he made it clear this isn’t about fluffy comms or posting kitten memes – it’s about real business impact.
He challenged us to think about what engagement means for our own teams and what it looks like when it’s done well. The numbers spoke for themselves: better engagement means fewer sick days, higher productivity, lower turnover, and stronger performance across the board. At its core, his message was simple – if you want people to care, contribute, and stick around, you must give them a reason.
Engagement isn’t a nice-to-have; it’s the thing that makes the rest of the business work better. Announcing the launch of Metro Mingle, this new destination on the Metro map is a journey we can’t wait for you to join us on. More information is coming soon.
Breakout Sessions:
Recognition Awards:
- Hobbycraft
- Cards Direct
- Chelmsford Star Co-operative Society
- Halfords
- The Southern Co-operative Society
- Card Factory
We also called out a few individuals from those companies who’ve made a real difference. Congratulations to:
- Jayne Robinson-Randell from The Southern Co-operative Society
- Mark Klieve from Card Factory
And it wouldn’t be right not to give a nod to a few of the RMS team who go above and beyond behind the scenes. These awards are voted for by their colleagues within the business, so congratulations to:
- Jan Hellmich
- Steve Searson
- Paul Beare
- Kate Robins
Earlier in the day, we also presented a special award to Rita Hutchinson, who retired from RMS at the end of April after 30+ years. A big moment – and well deserved.
Thank You!
A big thank you to all our speakers, delegates, and the RMS team – your energy, openness, and input made Metro Connect 2025 what it was. We’re already looking ahead to next year, and we’ll be back with more innovation, collaboration, and insight – date to be confirmed shortly.
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