INDUSTRY COMMENT: BHETA
AI, DIGITALISATION AND THE FUTURE OF DIY RETAIL
Artificial Intelligence (AI) has moved rapidly from being a buzzword to becoming one of the most disruptive forces shaping UK retail. For the DIY, home improvement and garden sectors, the opportunities – and risks – are real, immediate, and transformational, according to Will Jones, Chief Operating Officer of BHETA.
J
ust as e-commerce, sustainability regulation, and packaging reform have all redefined how we trade
for the past decade, AI is already influencing how suppliers and retailers design, market, and distribute products. At BHETA, we take the view
that AI can only ever be as good as the people who use it, so it is vital that companies get up to speed as soon as possible to ensure that the technology can be a positive assistant to good and successful practice, and not a threat to supplier integrity and consumer trust. That is why, starting from 9 September, we are running a new programme of events on AI in the DIY and garden sector, designed to help our members understand the technology, identify practical applications, and make confident, commercially sound decisions. Details are available at
www.bheta.
co.uk/event/ai.
Where are we now? Artificial Intelligence (AI) is already embedded in many business practices – whether we know it or not. Obvious examples are: 1. Customer Experience – Chatbots and virtual assistants are increasingly able to give project advice, recommend the right tool or fitting, and provide 24/7 support. While some retailers are experimenting with ‘DIY project planners’ powered by AI, the biggest near-term gains may be in freeing up store staff to focus on higher-value tasks. 2. Product Information & Marketing – AI can help suppliers generate and manage product descriptions, images, and compliance data across multiple retailer platforms. It can also analyse consumer reviews to identify emerging issues or opportunities in real time.
3.Stock & Supply Chain Management – Predictive AI tools are already helping retailers forecast
10 DIY WEEK AUGUST 2025
as important as the technology itself. 4. Collaborate with Retail Partners – Many retailers are developing their own AI strategies. Suppliers who engage early, align data formats, and support integration will have an advantage. 5. Stay Informed – The pace of change is unprecedented. Making time to learn, compare, and share experiences is essential. That is why BHETA is putting AI on the agenda for the autumn.
How BHETA can help?
seasonal demand more accurately, while also optimising delivery routes and warehouse management. In a sector where availability is everything, those efficiencies are critical. 4. Design & Innovation – The most exciting long-term use of AI may lie in product development. From analysing thousands of customer feedback points to testing digital prototypes,
AI can accelerate
innovation cycles and help businesses spot “the next big thing” before competitors.
But its use is not without risk.
There are concerns about cost and complexity especially for smaller suppliers and retailers. There are also valid questions about data ownership, ethical use, and whether AI-generated content can always be trusted. After all, AI cannot ever know whether something is true or false; only if it is likely on the balance of the probability, based on internet analysis. Hence the vital recognition of the fact that it is only as good as the people who use it with knowledge and intelligence. There’s also the fact that consumers value the opportunity of human interaction, not just when they walk
into a DIY store or garden centre, but also when they search online. Regulators are also moving quickly. The UK and EU are both exploring frameworks to govern AI transparency and accountability. Businesses in our sector will need to keep a close eye on developments, just as they have with packaging, chemicals, and carbon reporting.
What suppliers must do? The good news is that AI is not an all-or-nothing investment. There are immediate, practical steps that businesses can take: 1. Audit Existing Digital Tools – Many suppliers already use ERP, CRM, or e-commerce platforms that now have AI functionality built in. Explore what is available before investing in standalone solutions. 2. Trial Low-Risk Applications – Consider pilot projects in areas such as product copywriting, trend analysis, or customer enquiry handling. The aim should be to test benefits while maintaining human oversight. 3. Upskill Teams – AI is only as useful as the people who use it. Training staff to understand, interpret, and question AI outputs is
AI is complex and fast moving, but no business can afford to ignore it. BHETA’s AI webinars will cover everything from supply chain optimisation to marketing content, with input from technology experts as well as sector specialists who understand the unique needs of DIY and garden. The events will be tailored to businesses of all sizes – whether you are just beginning to explore AI, or already piloting digital projects and looking to scale. AI is not about replacing the hands-on skills that define our sector. It is about enhancing them – using technology to support decision- making, improve efficiency, and create better customer experiences. It is simply the next tool in the kit. The DIY and garden industry has always been about problem solving, creativity, and empowering consumers to improve their homes and lives. With the right approach, suppliers and retailers can harness its potential while safeguarding the trust and expertise that make our sector unique. The future belongs to those who act early, learn fast, and share knowledge. We look forward to helping our members navigate this new digital era.
For more information on BHETA webinars, as well as networking, lobbying and legislative advice, contact BHETA Member Services on 0121 237 1130 or online via
www.bheta.co.uk.
www.diyweek.net
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