On Tuesday, Serve Legal hosted its latest client forum, focusing on the theme of Adapting to Change. With numerous proposed changes to the retail, hospitality, and leisure industries, particularly around age verification policies, the forum provided an opportunity for attendees to gain insights, receive expert advice, and engage in meaningful discussions.
Representatives from 50 leading UK retailers, hospitality providers, and leisure venues joined us for this event, leaving equipped with actionable strategies to implement in their businesses during this period of change.
The forum began with a warm welcome from Serve Legal CEO, Ed Heaver, who set the stage for a day dedicated to tackling challenges and sharing solutions. The first session of the day delved into Serve Legal’s Data Highlights from the past year. Ali shared crucial insights into trends in age verification compliance across sectors, products, and regions.
One of the most striking data points related to exclusive Serve Legal knife data. The audit data revealed that while no region fell below an 81% pass rate, London, Greater London, and Greater Manchester consistently underperformed, with pass rates below 90%. In these areas, roughly 1 in 8 young people attempting to purchase age-restricted products were not asked for ID—a concerning statistic given the associated risks.
If you are looking for further insights into key legislation updates, head over to our news page.
Following a short video created by Serve Legal auditors, Cat presented exclusive survey data that provided valuable insights into the perspectives of both auditors and customers. This segment focused on critical topics such as knife crime, vape sales, and digital ID integration.
One particularly notable trend was the changing attitude toward vaping. Between February 2023 and December 2025, there was a 41% increase in respondents who reported never having vaped. This shift suggests that heightened media discussions and policy interventions, such as the disposable vape ban, have made a significant positive impact on young people’s behaviour already.
They explored the Digital Identities and Attributes Trust Framework, highlighting challenges such as interoperability between systems and potential disruptions to the customer journey. The session also offered practical strategies for overcoming these barriers, emphasising the importance of aligning technological solutions with customer and business needs.
A retail panel featuring representatives from UK retailers provided a platform to discuss the practical implications of legislative changes across different sectors. Panellists shared the challenges they faced in adapting to new requirements and offered solutions that attendees could consider for their own businesses.
As the forum neared its conclusion, Serve Legal announced an exciting new partnership with Ingenium and Beruku, marking the launch of an innovative advisory service to help retailers integrate digital ID solutions. Jenni Garratt and Naomi Baur detailed how the partnership will provide retailers with:
This partnership represents a significant step forward in providing tailored, end-to-end support for businesses navigating the complexities of digital ID and age verification compliance.
True to Serve Legal tradition, the day ended with complimentary drinks at a local pub, where attendees continued discussions.
The day delved into key insights, and many guests commented on the value of the discussions as they left.
As industries and policies continue to evolve, Serve Legal remains dedicated to supporting clients through their compliance journey. This period of adaptation will undoubtedly present new challenges, but our team is here to help every step of the way.
For guidance or best practice advice, we encourage you to reach out to us and explore how Serve Legal’s partnership with Ingenium and Beruku can assist in navigating these technological changes in the years ahead.