What Selfridges’ Latest Results Tell Us About the Power of Great Retail Experiences

If anyone needed a reminder that brilliant retail is still very much alive and thriving, Selfridges has just provided one.

While the luxury department store’s latest accounts cover a longer reporting period than the previous year, the numbers are still impressive reading. Revenue increased by 7% to £830.8 million, operating profit almost doubled to £79.7 million, and the business returned to a pre-tax profit of £13 million after posting a loss the year before. Perhaps even more impressive is that this performance was delivered against a backdrop that most retailers would describe as anything but easy. Consumers remain cautious, costs continue to be closely scrutinised, and market conditions have been challenging across much of the sector.

So how has Selfridges managed to buck the trend? The answer is something that retail and hospitality professionals know better than anyone: people still value experiences. Despite a decline in online sales, strong footfall across its four store destinations helped drive growth. In a world where customers can buy almost anything with a few taps on their phone, the brands that continue to invest in creating memorable reasons to visit in person are often the ones seeing the strongest results.

Looking through the highlights of the year, it's easy to see why customers kept coming back. From hosting pop-ups with brands such as Lacoste, Prada, Victoria Beckham and Finisterre, to expanding its Birmingham beauty hall, delivering a Disney-inspired Christmas partnership and launching the ambitious Summer of Sound activation, Selfridges continued to focus on creating moments rather than simply transactions. It is a strategy that increasingly mirrors what we are seeing across both retail and hospitality, where success is often driven by engagement, entertainment and community just as much as the products being sold.

The results also shine a light on the importance of strong leadership and long-term thinking. CEO André Maeder used the announcement to once again highlight the potential benefits of restoring tax-free shopping for international visitors, reflecting the wider industry's desire to strengthen the UK's appeal as a global retail destination. Regardless of where that debate goes, businesses that continue to invest confidently in innovation, customer experience and destination-led retail appear to be placing themselves in the strongest possible position.

For those working across retail and hospitality, there is something encouraging in these results. At a time when headlines can sometimes focus heavily on the challenges facing high streets and city centres, Selfridges is a reminder that customers still want to spend time with brands that excite them, surprise them and give them a reason to visit.

Perhaps the lesson is a simple one. Great service never goes out of fashion. Amazing experiences still drive footfall. And when businesses create places people genuinely want to be, customers continue to show up.

At RHR, we believe these results highlight a trend that is becoming increasingly clear across both retail and hospitality. The businesses outperforming the market are those investing in destination experiences, customer engagement and exceptional service. Strong footfall, successful brand collaborations and experiential activations are proving that consumers still want meaningful in-person interactions, even as digital channels remain important. For employers, this reinforces the growing demand for talented people who can deliver memorable customer experiences, drive commercial performance and bring brands to life. The message from Selfridges is an encouraging one for the wider industry. When businesses continue to innovate, invest in their people and give customers a compelling reason to visit, growth opportunities remain very much alive.