Peter Cross is a consumer expert, retail consultant, speaker, and host. He has extensive experience as John Lewis’ Customer Experience Director and as Mary Portas’ business partner. Peter offers practical insights on strengthening relationships with consumers and employees through brand purpose and authentic connections.
Peter challenges traditional thinking and brings fresh perspectives on disruptive innovation, internal culture, and staying relevant. He has worked with iconic brands across both commercial and nonprofit sectors. His real-world examples and clear vision inspire audiences to rethink the future of commerce.
Peter spent eight years at John Lewis and another ten working with Mary Portas. His unique blend of consulting and hands-on experience sets him apart. He helps brands and organizations stay irresistible to their target audiences.
Known for his straightforward and charismatic style, Peter shares trusted techniques for building deep relationships through brand purpose and human connection. His presentations are filled with tangible examples from various sectors.
At John Lewis, Peter led initiatives such as customers sleeping in shops, staff attending theater school, and a complete overhaul of customer service. He also spearheaded a groundbreaking Christmas ad campaign and helped Waitrose play a vital role in feeding the nation.
As a consultant, Peter reinvented charity shops, launched professional cosmetic institutes globally, and predicted the future of the high street for the government. He even launched a major shopping mall during a global recession and helped luxury brands redefine physical retail.
Peter ensures his audiences leave with a clear vision for the future of commerce, actionable insights, and the motivation to make a lasting impact.
