Peter Cross is a consumer expert, retail consultant, change maker, communicator, speaker, and host. With extensive experience as John Lewis’ Customer Experience Director and Mary Portas’ business partner, he provides practical insights on strengthening relationships with consumers and employees through brand purpose and authentic connections.
Peter challenges conventional thinking and offers fresh perspectives on disruptive innovation, internal culture, and maintaining relevance. He has worked with iconic brands across both commercial and nonprofit sectors, inspiring audiences with real-world examples and a clear vision for the future of commerce.
With eight years at John Lewis and ten more partnering with Mary Portas, Peter’s blend of consulting and hands-on experience is unmatched. He confidently guides brands and organizations to stay irresistible to their target audiences.
Known for his charismatic and straightforward style, Peter draws on his work with some of the world’s most iconic brands. He shares trusted techniques for deepening relationships through brand purpose and genuine human connection.
His presentations feature tangible examples from various sectors. Peter isn’t afraid to challenge existing ideas, offering new perspectives on innovation, internal culture, and what he calls “stickiness.”
At John Lewis, he oversaw initiatives like customers sleeping in shops, staff attending theater school, a complete reset of the customer service agenda, a groundbreaking Christmas ad campaign, and Waitrose’s role in feeding the nation.
As a consultant, he reinvented charity shops, opened professional cosmetic institutes worldwide, predicted the high street’s future for the government, launched a major shopping mall during a global recession, and helped luxury brands redefine physical retail.
Peter Cross ensures his audiences leave with a clear vision of the future of commerce, actionable insights, and a drive to stand out and make a difference.
