Engaged staff make all the difference to keeping customers happy - that was the message from leading retailers at the World Retail Congress in Barcelona.

Speaking on the subject of customer-centric retailing, which puts customer analysis and understanding at the very heart of a business, Best Buy International CEO Bob Willett said: "The secret source of Best Buy is in its 180,000 employees." The company encourages employees to be entrepreneurial to ensure customers are kept happy, he added. "They know what the problems are and what the solution is."

His views were echoed by Inditex chief communications officer Jesus Echevarria. Staff participation in the company's logistics structure, whereby Inditex is able to replenish stock globally within 48 to 72 hours, is crucial, said Echevarria

Another hot topic at the congress was the need for all retailers and manufacturers to work together "to remove the frustrations of the customer", said Willett. "Those that don't change will go the way of the dinosaur and frankly they deserve it," he added.