Shows
2026-01-2721 min2026-01-1320 minWhat's In The BoxMaking Moments Matter: A Retail Expert's Top Five, With Melissa MooreWhat makes retail truly magical? In this captivating episode, we turn the tables on retail advisor Melissa Moore, who previously joined us to discuss banishing retail buzzwords to Room 101 on her podcast The Retail Tea Break. This time, she shares the five elements of retail that fill her with genuine passion and excitement.Melissa brings decades of retail experience to the conversation, from her Saturday job at 16 to her current roles as a retail advisor, podcast host, and university lecturer. Her enthusiasm for nurturing future retail talent shines through as she discusses her work with apprenticeship programs...
2025-12-3022 min2025-12-1620 minWhat's In The BoxBeyond the Queue: Reimagining Service in Luxury RetailLuxury retail and self-checkout technology might seem like unlikely companions, but Harrods has proven this combination can dramatically enhance the customer experience. In this fascinating conversation with Paul Reid, Harrods' Senior Retail Systems Manager, we uncover how one of the world's most iconic department stores transformed its bustling Food Hall and Chocolate Hall through innovative self-service technology.When self-checkouts were first introduced at Harrods in 2018, there were understandable concerns about how they would align with the store's legendary customer service reputation. Yet customers embraced the technology immediately, setting the stage for a retail evolution that would culminate...
2025-12-0216 minWhat's In The BoxFrom Florence and Fred to Tru-Size: Julia Reynolds' Journey to Solve Fashion's Fit ProblemFinding clothes that actually fit is a universal struggle, but it's not your body that's the problem—it's the entire fashion industry. Julia Reynolds, the retail veteran who helped bring Florence and Fred to life at Tesco, has spent her career watching consumers struggle with ill-fitting clothes while retailers battle astronomical return rates and mounting sustainability challenges.After experiencing this frustration firsthand, Reynolds founded Rey House and its tech arm Tru-Size, harnessing the power of generative AI to revolutionize how clothes are designed and sized. The current fashion model expects consumers to fit into standardized clothing, but Re...
2025-11-1822 minWhat's In The BoxCornwall Inspires: How Seasalt Transformed Local Heritage Into Retail SuccessThe rugged Cornish coastline isn't just a picturesque holiday destination – it's the beating heart of one of Britain's most distinctive fashion brands. In this fascinating conversation with Seasalt's CIO Adam Cotgreave, we explore how a chance purchase of an Army surplus store in rainy Penzance transformed into a thriving retail business with 78 stores across the UK and an expanding global footprint.Adam shares the remarkable story of Seasalt's evolution from practical workwear roots to becoming a fashion-forward brand that authentically captures Cornwall's rich heritage. Twenty years ago, when sustainable fashion meant "beige, brown, drapey sacks," Seasalt pioneered co...
2025-11-0420 minWhat's In The BoxSeasalt's evolution from army surplus to fashion brandIn next week's episode of 'What's in the Box', Andrew interviews Adam Cotgreave, CIO of Seasalt, discussing the brand's roots in Cornwall, its evolution from a practical clothing store to a fashion lifestyle brand, and its ambitious plans for global expansion. Adam shares insights on the importance of sustainability, adapting to market changes, and maintaining consumer confidence in a volatile retail environment. In this clip, Adam discusses the brand's heritage and where it all began as an army surplus store in Penzance.
2025-10-2801 minWhat's In The BoxThe Andy Gomarsall Story: World Cup Winner Turned Sustainability AdvocateEver wondered what connects a Rugby World Cup champion with cutting-edge sustainability? Andy Gomarsall MBE takes us on a fascinating journey from elite rugby to pioneering the circular economy revolution.The conversation begins with Andy's unique perspective on professionalism, having signed his first professional rugby contract in 1996 after years of the sport operating on an amateur basis. He shares remarkable insights into how Sir Clive Woodward's meticulous approach transformed England's rugby culture—from changing into fresh kit at half-time to psychological tactics like painting visiting team rooms in depressing colours. These seemingly small details created the winning ed...
2025-10-2122 minWhat's In The BoxAttention to detail - how England won the rugby World CupIn this clip of episode 4 of 'What's in the Box', host Andrew Busby speaks with Andy Gomarsall, a former England Rugby World Cup winner and current executive director at N2S Limited, about the lessons learned from professional sports and how they translate into business practices. In this clip, Andy describes the amazing attention to detail that went into England's preparation for the 2003 rugby World Cup, which they subsequently went on to win. The full episode drops next Tuesday 21st in which Gomarsall goes into what business can learn from elite sport.
2025-10-1401 minWhat's In The BoxRetail Design Revolution: 40 Years Shaping the High Street With David DalzielWhat does it take to design retail spaces that captivate customers, build brand loyalty, and withstand the test of time? David Dalziel, the visionary behind some of the most recognizable store designs on the high street, reveals the fascinating journey behind four decades of retail innovation.From humble beginnings designing pubs in 1983 (while being paid in cash that he kept on his mantelpiece), David and his partner John Pow built a design powerhouse that would transform retail environments worldwide. Their big break came with River Island (then Chelsea Girl), leading to a remarkable 25-year partnership. "We spent...
2025-10-0722 min2025-09-3002 minWhat's In The BoxTechnology with Purpose: How EE is Transforming the Telco ExperienceWhat happens when you take a pharmacy leader with an OBE and put him in charge of reimagining retail in the telco industry? Pure innovation.Asif Aziz, Retail Director at EE, brings a refreshingly human-centered approach to retail. Drawing from his early days as a market trader and his 27-year career at Boots, Aziz shares his philosophy that "care and commerciality are two sides of the same coin" – deliver exceptional customer experiences and business success naturally follows.The conversation takes us inside EE's groundbreaking Studio store at Westfield White City – a 4,000 square foot space that's anyt...
2025-09-2323 minWhat's In The BoxFiona Lambert: Reinvention at 60 - From Fashion Executive to Dating ExpertWhat happens when a fashion industry veteran finds herself single and sixty? Fiona Lambert's transformative journey from retail executive to author and social media sensation reveals the unexpected joys of midlife reinvention.After decades shaping beloved British fashion brands including Next, George at Asda, and Jaeger at M&S, Lambert found herself facing redundancy just months before her 60th birthday. Rather than seeing this as an ending, she recognized a rare opportunity to redefine herself. "It was an incredible window of opportunity," she shares, "a full-blown French window!" This pivotal moment, coupled with the amicable end of...
2025-09-0922 min
Retail DisruptedWorld Retail Congress: What Did We Learn?Andrew Busby joins Natalie live from the World Retail Congress to reflect on key takeaways from the event. They discuss why AI is only as good as the data you feed it and why Gen Z shoppers are loyal to trends and not brands, picking up on insights shared by Estee Lauder and Albert Heijn. For the second half of the conversation, they turn to sustainability in fashion retail. Are we doing enough in the West? Is the ease of buying preloved online encouraging shoppers to actually buy more clothes? And whether it's charging for returns, banning...
2025-05-1521 min