Technology and Brand Building Vital for Long-Term Retail Growth, Industry Leaders Note at Chennai Summit

CHENNAI — Retail industry leaders gathered at the Chennai Retail Summit 2026 on Wednesday to discuss the evolving landscape of commerce, highlighting technology and brand building as critical growth engines for businesses aiming to balance decades-old legacies with modern consumer demands.

Addressing the summit, Bijou Kurien, Chairman of the Retailers Association of India (RAI), stated that retailers must evolve from viewing technology as a separate department to making it part of the core infrastructure. While traditional elements like products, pricing, store ambiance, and service remain important, Kurien noted that technology has become essential for payments, inventory management, and e-commerce operations.

Kurien also pointed out shifts in customer journeys driven by digital adoption. Consumers frequently enter physical stores while utilizing in-store Wi-Fi to compare prices on e-commerce platforms like Amazon or Flipkart before deciding where to make a purchase. According to industry executives, consumer decision-making increasingly occurs outside the physical store environment long before customers walk through the doors.

The event also featured insights from established business founders regarding scale, legacy, and trust. Nalli Chinnasami Chetty, founder of Nalli Silk Sarees, shared how his enterprise scaled from a small single-room shop into a multi-outlet saree-retail chain in Chennai, demonstrating how successive generations can build upon foundational success. Sunil Sanklecha, founder of gourmet retail chain Nuts and Spices, emphasized that long-term business growth relies heavily on brand building, cultural values, and effective succession planning.

CK Kumaravel, founder of Naturals Salon, discussed consumer relationships amid a growing array of product and service alternatives. He noted that businesses can no longer rely solely on customer loyalty and must instead focus on building trust and continuous innovation. "It is no longer about customers being loyal to the brands; brands now have to be loyal to the customers," Kumaravel stated.

Kumar Rajagopalan, CEO of the Retailers Association of India, acknowledged the historical role of traditional Tamil Nadu-based retailers as industry pioneers. He noted that many national and corporate retailers have historically looked to the region to learn fundamental retail practices, operational strategies, promotional execution, and staff retention methods with low attrition rates.

"The discussions at the Chennai Retail Summit highlight a crucial reality for modern businesses: digital tools are no longer optional add-ons, but foundational elements of core infrastructure. As consumer behavior shifts towards online price comparison and pre-store research, traditional retailers must integrate technology into inventory, payments, and customer engagement while maintaining the trust and cultural values that built their legacy. Balancing technological adoption with strong brand loyalty will define the next phase of retail sustainability and growth." — Dr. Shishir Gupta, Founder & CEO, StartupLanes