The thesis analyses current changes in retail banking, in the framework of financial services industry in the EU. The impacts of these trends on the financial market are discussed. Based on theoretical analysis, future development trends in the retail business are discussed and strategic options are identified. Furthermore, an empirical analysis of selected banks in Western Europe and Slovenia is presented. On the basis of theoretical and empirical analysis a suggestion of future concept is developed, for both analysed markets, i.e. West European and Slovenian market.