Introduction: The Moodie Davitt Report presents the second episode of ‘Redefining the Flightpath: Women in travel retail and aviation speak’, a podcast series celebrating the women shaping the future of global travel retail and aviation. Hosted by Brands Director Hannah Tan, the series features candid conversations with female founders, changemakers and senior leaders in the channel.
Each episode explores the pivotal moments, challenges and lessons that have defined these women’s careers and how their leadership is driving innovation, inclusivity and progress within travel retail. The series is about amplifying female voices and shining a light on the creativity, courage and leadership driving progress across the industry.
As Head of Category for Duty Free Luxury and High Street at Heathrow Airport, Nancy Stewart plays an integral role in curating the retail experience at one of the world’s busiest international hubs.
Stewart joined Heathrow three years ago, bringing nearly three decades of retail expertise built across leading global fashion and luxury brands and retailers, including Coach, Tommy Hilfiger, Ralph Lauren and Harvey Nichols.
This diverse experience helps her curate Heathrow’s strategy for delivering compelling retail concepts, exclusive products and memorable experiences for travellers.
In this episode, Stewart reflects on her career journey and discusses how Heathrow is communicating value to travellers beyond price. She also shares her perspectives on leadership, inclusion and the importance of mentorship in global travel retail.
From Harvey Nichols to Heathrow
Stewart’s retail journey started long before she joined the airport sector. Her early experience on the shop floor provided the foundations for a career that would eventually span multiple retail channels and global brands.
She recalls: “I’ve probably been in the industry for nearly 30 years. I started on the shop floor while supporting my studies at the London College of Fashion.
“My first buying role was at Harvey Nichols in Knightsbridge. Working within a global buying function allowed me to translate the brand vision into commercially successful assortments while remaining relevant at a local market level. Decisions were guided by data, but also by bringing customers along the brand journey with a strong commercial lens.”
Stewart continues: “When I saw the opportunity at Heathrow, I realised I had a strong interest in the airport environment and travel retail, so it felt like an exciting next step. Today I lead the category covering duty-free luxury, fashion, gifting, shopping services and experiential retail across Heathrow.”
Creating value beyond price
While luxury retail fundamentals remain across channels, Stewart notes that the airport environment introduces special challenges.
“From a brand perspective, the goal is the same: brands want to present themselves in the best possible way, and we support that,” she says. “The key difference is that we operate in an airport. Travellers are here primarily to travel and reach their destination. Retail is part of that larger journey.
“On the high street, customers are often there specifically to shop and enjoy the experience. At an airport, retail needs to complement the travel experience without interfering with it. The challenge is finding ways to attract and engage customers while respecting the purpose of their visit. That balance is both challenging and exciting.”
Recent retail results at Heathrow highlight the effectiveness of Stewart’s approach, with retail revenue growth outpacing passenger traffic.
“We’re very proud of that result,” she says. “A key factor is putting the customer at the centre of every decision. We’re focused on bringing the retail offer to customers in multiple ways. That starts even before they arrive at the airport through heathrow.com, where travellers can engage with retail in advance.
“At the airport itself we create excitement and value through new boutiques, pop-ups, digital engagement and in-person experiences. For example, last summer we ran a beauty campaign that brought beauty experiences from the boutiques into the main retail areas, supported by pop-ups and digital storytelling. It showcased the breadth of our offer and helped inspire passengers throughout their journey.”
Exclusivity and experience as key differentiators
Since the UK discontinued the tax-free shopping scheme in 2021 – a decision widely criticised by the travel retail industry – Heathrow has faced the challenge head-on of reinforcing value for travellers through enhanced experience, service and exclusivity.
“We focus on the strength and breadth of our offer and how brands are positioned within the terminals,” Stewart explains. “Across luxury, fashion and gifting we prioritise store experience, strong retail concepts and digital engagement alongside product.
“Travellers expect the same level of service, quality and product range as they would find elsewhere, and in many cases they can access exclusive or hard-to-find items. That includes luxury watches or exclusive capsule collections created with brands specifically for Heathrow. These give customers a clear reason to engage and purchase.
“While the absence of tax-free shopping presents challenges, we focus on delivering value through exclusivity, service and premium experiences,” she adds.
Leadership, inclusion and mentorship
Reflecting on her career progression, Stewart emphasises the importance of supportive networks and strong allies.
“My support network has played a huge role in my journey, and it’s also something I try to provide for other women. Having allies is incredibly important. The example you set can influence how others behave and how they progress.”
Steward believes the industry can achieve better equity and gender representation by creating platforms that highlight female talent and leadership. “One important step is creating equal platforms where both men and women can showcase success,” she explains. “At Heathrow we also have internal networks supporting inclusion. One example is Altitude, which focuses on gender equality across the airport.
“When I joined Heathrow, I expected the environment to be heavily male dominated, but I was pleasantly surprised to see strong diversity. That gave me confidence that I was in the right place.”
Advice for the next generation
For women entering travel retail today, Stewart’s advice is simple but powerful: “Never feel you need to stay silent.”
She adds: “Also remember why you’re there. The knowledge and experiences that brought you into that room are unique to you. Use that as a source of strength and confidence.
“Most importantly, never be afraid to ask questions. There will always be someone willing to support you.” ✈
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Click here to read and listen to the debut episode of ‘Redefining the Flightpath: Women in travel retail and aviation speak’ with Liht Organics Founder Nerissa Polke
