Shows
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 56: "Let it Bloom" - in conversation with Philipp Andree, Chief Commercial Officer at DouglasWhat does it take to be the number one premium beauty retailer both online and in-store across 22 countries? In this episode, Ian Jindal welcomes Philipp Andree, Chief Commercial Officer at Douglas Group, to explore how the company blends heritage and innovation in the fast-evolving beauty sector. Philipp shares how Douglas is redefining omnichannel retail, leveraging AI to enhance the customer experience, and transforming its supply chain for efficiency and scale. The conversation covers everything from Gen Z beauty trends to warehouse optimisation and the “Let it Bloom” strategy for future growth. Whether you’re fascinated by retail tech, operational excell...2025-04-2134 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 55: "Clean Lines" - in conversation with Giovanni Lepori, Rothy's VP Global RetailClean Lines: Sustainable Innovation and Retail Evolution with Rothy's VP Global Retail
In this episode of RetailCraft, Ian Jindal speaks with Giovanni Lepori, Vice President of Global Retail at Rothy’s, from the brand’s flagship store in New York. Giovanni shares how Rothy’s has revolutionized footwear manufacturing with 3D knitting technology, built a sustainable and scalable business model, and expanded into physical retail while staying true to its clean design ethos. The conversation explores themes of circularity, disciplined growth, and the challenges of scaling a direct-to-consumer brand globally.
Episode Overview
Rothy’s Origins and Revolutionary Manufacturing
Giova...2025-04-0628 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 54: "You just go faster" - in conversation with Joel Natale, Chief Commercial Officer, RaphaYou Just Go Faster: Cycling, Community and Commerce with Rapha's CCO
This episode of RetailCraft takes us inside premium cycling brand Rapha, our host Ian Jindal chats with Joel Natale, Chief Commercial Officer, at Rapha's London headquarters. Their conversation explores how this 20-year-old brand transformed cycling culture, built a powerful community, and continues to balance premium positioning with growth.
[00:00:00] Introduction to Rapha and Joel's Role
[00:01:00] "Changed The Sport": Rapha's Market Impact
[00:06:52] "More Than Just Shops": The Clubhouse Concept
[00:11:16] "Suffering Together": The Community Philosophy
[00:15:50] "The Rapha Cycling Club": 10 Y...2025-03-0236 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 53: "Rethink, reimagine, renew" - in conversation with Gertin Schraa, Head of Sustainable Sales, DysonIan Jindal speaks with Gertin Schraa Head of Sustainable Sales at Dyson, about the company's heritage, innovative approach to sustainability, and the challenges and opportunities in the refurbishment market. Gertin shares insights into consumer behaviour, the importance of quality standards in refurbishment, and the role of sustainability in sales strategy. He also discusses his career journey, Dyson's global operations, and the future growth opportunities within the company.
Dyson's philosophy is to rethink, reimagine, and renew.
Sustainability can coexist with sales strategies.
Focusing on fewer markets can lead to better results.
Consumer motivations for refurbished products include sustainability and price.
Refurbishment...2024-11-1037 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 52: "Can we change an industry?" - in conversation with Alec Mills, co-founder of DAMEIn this episode, Ian Jindal speaks with Alec Mills, co-founder of Dame, about the journey of creating sustainable and toxin-free period products. They discuss the challenges faced in the industry, the importance of changing the conversation around menstruation, whether men have a role in women's health discussions. Alec shares insights on product innovation, market positioning, and the impact of collaborations with larger brands. The conversation concludes with reflections on the future of Dame and the ongoing mission to improve menstrual health and sustainability.
Takeaways
Dame was launched in 2019 to address the issues with traditional period products.
...2024-10-1544 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 51: "Get more out of life" - in conversation with Paul Hornby, Digital Customer Experience Director at the Very GroupSummary
Paul Hornby, Digital Customer Experience Director at The Very Group (owner of very.co.uk and other brands) joins Ian Jindal and Georgia Scott to discuss his role, career and the positioning of Very within the market.
We explore the history of the group, which dates back to 1890, and how it has evolved into the UK's largest domestic online-only retailer with an integrated flexible payment platform.
We delve into the concept of digital experience and how the Very Group aims to help families get more out of life by offering a wide choice of products and flexible ways to...2024-07-3047 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 50 - "Bring Joy" - in conversation with Mark McKenzie, Technical Director at GuitarGuitarWelcome to a special episode featuring Mark from Guitar Guitar, who joins us to celebrate the company's 20th anniversary. Hosted by Ian Jindal, Editor-in-Chief of Internet Retailing, and Georgia from Adobe, this episode dives deep into the evolution of Guitar Guitar and its unique approach to music retail.
Mark shares the history of Guitar Guitar, from its humble beginnings to becoming a significant player in the music retail industry. He discusses the company's commitment to providing a personalized customer experience, both online and in-store, and the challenges and triumphs they've faced over the years.
The...2024-06-1332 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 49 - "Predicting the unpredictable" - in conversation with Radharaman Jha, VP Supply Chain at FlaconiWelcome to an illuminating discussion with Rad, VP of Supply Chain at Flaconi, Germany's leading online beauty marketplace. In this episode, we delve into the fascinating supply chain management domain within the beauty sector.
Since its inception in 2011, Flaconi has made gains in the German market, with over 25% share, and continues its successful journey across multiple European countries. Rad, with his extensive experience handling supply chains for luxury brands in Dubai, brings distinctive perspectives on the beauty industry.
Rad brings to life the transformative role of supply chain management in digital retail, emphasising viewing it a...2024-04-2927 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 48 - ”Activating a City” - in conversation with Juliet Scott-Croxford, President North America for Brompton BicycleAt the end of NRF 2024 in New York I was able to chat with Juliet Scott-Croxford of Brompton Bicycle. Juliet is President, North America, and leads the growth of this quintessentially British brand in the market.
Brompton is an urban-first, engineering-born, British-made success story, and so the transition to the US is an interesting one. Leading with a combination of product quality and clubhouse retail vibe, they have been at the vanguard of the city-centre, community cycling renaissance that brands like Rapha (just along the road from them in Soho) have embraced.
I caught up...2024-04-2231 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 47 - ”3am Brew” - in conversation with Georgie Janion-Shaw, Founder, SISTIRSISTIR is a coffee-originated gifting brand, that grew from a sisterly conversation (SIS) about coffee (Stirred) around the ideal '3am blend' to power parents through that mid-night wake-up moment for a crying baby.
SISTIR's founder, Georgie Janion-Shaw, joins us in the studio and we hare about the brand's beginnings and how the combination of branding savvy, punning and the availability of a gifting channel in NotOnTheHighStreet allowed them to start. Over time - and through experimentation, optimisation, product development efforts - the product range and channels grew. Georgie share with us her journey and learning with...2024-02-2032 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 46 - ”Really Different” - in conversation Kieron Smith, Digital Director of Blackwells, Waterstone and Wordery)Our studio chat with Kieron (Digital Director at Blackwells, part of the Waterstones group of booksellers) had a number of firsts... Not only the first podcast of 2024 (Happy New Year to one and all!) but also the first time that Georgia and I had been given gifts. In our prep for the studio session Kieron had asked us what were the last three books we'd read. He used this to predict a book for each of us and wrapped them for us to give in the studio! Utterly thoughtful, but more importantly gets to the heart of Kieron's focus...2024-01-0853 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft45 - ”Consumer moments” - in conversation with Ntola Obazee (Emma Bridgewater) and Raine Peak (New Look)Ntola and Raine joined Georgia and me in the studio and reminded us just why a roundtable discussion is so much fun and enlightening!
Raine - the head of digital at New Look (www.newlook.com) - talks us through how to connects with the 'moments' in customers' lives, and of course the planning, data, heuristics and approaches needed to deliver that at scale. We hear about her experiences ranging from luxury and digital (Farfetch) to high street (Arcadia), fast-moving digital (Boohoo.com) to more 'considered' retailers.
Ntola - trading director at Emma Bridgewater...2023-12-0644 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 44 - ”Find a fix for time” - in conversation with Paddy Earnshaw, Customer and Digital Director at B&QPaddy joined us in the studio with "time" clearly on his mind. Throughout our zinger-filled, high-protein chat, Paddy returned to the theme of "if you find a fix for time, you'll see the sales".
B&Q is the £4bn-ish turnover DIY retailer that is now part of the Kingfisher PLC group (which also includes in its portfolio the trade-focused Screwfix, plus Castorama and Brico Depot in France and Koctas in Turkey.
During our conversation it was clear that Paddy's broad experience (financial services, department stores, logistics and final mile) has created an omnivorous approach to r...2023-10-1649 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 43 - ”Marketing Machine” - In conversation with Tony Preedy, Managing Director at Fruugo.com, on the topic of globalised, localised commerce.Tony Preedy is a bit of a legend at Etail Towers and has one of the most rounded and in-depth knowledge of e-commerce performance (brand, digital marketing, CRM and business models) that we know.
Having run through Tony's CV, we focus on Fruugo - its history, operation and market position. With a blend of incisive wit and deadpan humour, Tony talks about the importance of relevance and focus at scale ("We're not a marketplace, we're a very good marketing machine"), and how a combination of AI and human care can present 140 million SKUs in 40 markets - a combinatorial challenge resulting...2023-09-1947 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 42 - ”Details Matter” - retail and the arts - Ros Lawler and Zia Zareem-SladeSome 'summer listening' in this episode, where we take as our theme "retailers and the arts". There's a long and illustrious history of retail professionals swapping the stores for galleries, but with our current digital dimension there's still a consumer/customer/visitor/individual connection.
In the studio today we have Ros Lawler, COO of the National Portrait Gallery, fresh from a multi-year reworking of the space, the interpretation and the visitor facilities. Widely hailed as a triumph, Ros reflects on an extremely varied career that spans music, publishing, retail and the arts - all, however with a...2023-08-0148 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 41 - ”More of a Partner” - Molly Dobson of Currys BusinessMolly Dobson is the Managing Director of Currys Business, the B2B operation of the long-established Currys brand, that covers white goods to smart devices via outdoors electricals and gaming... basically anything with a plug or voltage! See www.currys.co.uk. Molly explodes into our studio like a positive force of nature, and takes us at a gallop through the business, the service approach, and how expertise, people, systems and great service come together into the B2B offering. We hear of Molly's career and how the data+customer obsession has been a connective line through her roles. 2023-06-2240 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 41 - ”More of a Partner” - Molly Dobson of Currys BusinessMolly Dobson is the Managing Director of Currys Business, the B2B operation of the long-established Currys brand, that covers white goods to smart devices via outdoors electricals and gaming... basically anything with a plug or voltage! See www.currys.co.uk. Molly explodes into our studio like a positive force of nature, and takes us at a gallop through the business, the service approach, and how expertise, people, systems and great service come together into the B2B offering. We hear of Molly's career and how the data+customer obsession has been a connective line through her roles. 2023-06-2240 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 40 - MyWardrobeHQ and Look Fabulous ForeverTwo fresh angles that speak to the developments in multichannel retail - changes in formats, product, audience engagement and business models.
Our first guest, Charlotte Fairbairn, talks us through the model of MyWardrobeHQ, the luxury-rental-subscription-white-label genre-defying multi-hyphenate business that's carving a new path for fashion brands in the re-commerce, circular economy.
We learn from Charlotte some of the operational and business challenges they've overcome in their journey, as well as some choice insights on what it takes to create circular commerce with your customer.
Janis Thomas of Look Fabulous Forever gives us a...2023-06-0652 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 40 - MyWardrobeHQ and Look Fabulous ForeverTwo fresh angles that speak to the developments in multichannel retail - changes in formats, product, audience engagement and business models.
Our first guest, Charlotte Fairbairn, talks us through the model of MyWardrobeHQ, the luxury-rental-subscription-white-label genre-defying multi-hyphenate business that's carving a new path for fashion brands in the re-commerce, circular economy.
We learn from Charlotte some of the operational and business challenges they've overcome in their journey, as well as some choice insights on what it takes to create circular commerce with your customer.
Janis Thomas of Look Fabulous Forever gives us a...2023-06-0652 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 39 - ”The Sneakerati” - Footasylum at NRF 2023In our second run-and-record session from NRF 2023 in New York in January 2023, we catch up with Mike Wallwork, Head of eCommerce at Footasylum, the fast-growing destination for sneakerheads in the UK...
From a distinct, Manchester-born DNA in 2005, the business has grown rapidly online and into 66 stores. In our conversation Mike gives us an insight into the knowledge, passion and expertise in the team that connects a very demanding and knowledgeable consumer with local yet global trends. It's clear the level of consideration, expertise and focus needed - "our teams are basically our consumer" - even between the F...2023-04-1116 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 39 - ”The Sneakerati” - Footasylum at NRF 2023In our second run-and-record session from NRF 2023 in New York in January 2023, we catch up with Mike Wallwork, Head of eCommerce at Footasylum, the fast-growing destination for sneakerheads in the UK...
From a distinct, Manchester-born DNA in 2005, the business has grown rapidly online and into 66 stores. In our conversation Mike gives us an insight into the knowledge, passion and expertise in the team that connects a very demanding and knowledgeable consumer with local yet global trends. It's clear the level of consideration, expertise and focus needed - "our teams are basically our consumer" - even between the F...2023-04-1116 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 38 - ”fits and shapes” - Hunkemöller at NRF 2023During an exceptionally busy NRF 2023 in January in New York we managed to grab some time with Gijs van Engelen, the Chief Digital Officer and member of the Board at Hunkemöller, one of the largest lingerie specialists in Europe. They have a direct site in the UK (https://www.hunkemoller.co.uk/), while also selling via retailers like Next, and a US/Global site at https://www.hunkemoller.com. Meanwhile their stores are to be seen in most town centres in northern Europe.
Jamie and I chatted with Gijs against the bustle of 40,000 retailers jo...2023-04-1119 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 38 - ”fits and shapes” - Hunkemöller at NRF 2023During an exceptionally busy NRF 2023 in January in New York we managed to grab some time with Gijs van Engelen, the Chief Digital Officer and member of the Board at Hunkemöller, one of the largest lingerie specialists in Europe. They have a direct site in the UK (https://www.hunkemoller.co.uk/), while also selling via retailers like Next, and a US/Global site at https://www.hunkemoller.com. Meanwhile their stores are to be seen in most town centres in northern Europe.
Jamie and I chatted with Gijs against the bustle of 40,000 retailers jo...2023-04-1119 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 37 - ”three children in every garment” - Tern and Polarn O. PyretWith us in the studio we Kate, from Tern.eco and Mats who founded Polarn O. Pyret (PO.P) in the UK, recently amalgamated from master-franchisee to part of the global operation.
Kate Walmsley is a pioneering retail leader who has created a platform to integrate second-hand sales into a brand's offering, integrating the option to buy new, buy second-hand, within the same experience.
Mats Nilsson, of Polarn O. Pyret, the doyens of the organic cotton striped kidswear, tells us about their journey to include second-hand in their offering. We hear of the brand's quality...2023-02-1643 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 37 - ”three children in every garment” - Tern and Polarn O. PyretWith us in the studio we Kate, from Tern.eco and Mats who founded Polarn O. Pyret (PO.P) in the UK, recently amalgamated from master-franchisee to part of the global operation.
Kate Walmsley is a pioneering retail leader who has created a platform to integrate second-hand sales into a brand's offering, integrating the option to buy new, buy second-hand, within the same experience.
Mats Nilsson, of Polarn O. Pyret, the doyens of the organic cotton striped kidswear, tells us about their journey to include second-hand in their offering. We hear of the brand's quality...2023-02-1643 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 36 - ”Discerning and Resourceful” - Jennifer North of HobbycraftJoining us in the studio at the end of 2022, Jennifer North, Head of Digital Experience at Hobbycraft, gives us an eye-opening insight to the demanding, innovative craft and hobby market in the UK, and their multipronged and entrepreneurial position.
We hear about the craft customer - artists, hobbyists, businesses and the growing "sidehustle" generation of digitally-amplified creators - and how their demands and behaviours changed over the pandemic and now into 2023.
Jenny covers loyalty, subscriptions, apps, customer insight... as well as a fascinating glimpse at their customers' requirements - listen out for the hand-knitted nativity...2023-01-3133 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 36 - ”Discerning and Resourceful” - Jennifer North of HobbycraftJoining us in the studio at the end of 2022, Jennifer North, Head of Digital Experience at Hobbycraft, gives us an eye-opening insight to the demanding, innovative craft and hobby market in the UK, and their multipronged and entrepreneurial position.
We hear about the craft customer - artists, hobbyists, businesses and the growing "sidehustle" generation of digitally-amplified creators - and how their demands and behaviours changed over the pandemic and now into 2023.
Jenny covers loyalty, subscriptions, apps, customer insight... as well as a fascinating glimpse at their customers' requirements - listen out for the hand-knitted nativity...2023-01-3133 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 35 - ”Asset Management” - Ceanne Fernandes-Wong of CocoonCocoon (https://www.cocoon.club/) is a London-based circular subscription service for bag lovers. Not just any old bags - high end, desirable handbags. They operate a membership model, where a subscription unlocks access to the collection and weekly drops to support maintain freshness and energy. The business blends luxury service, product experience, sustainable and circular business models and of course the attraction of a scale-up with an interesting digital platform.
Ian was pleased to get some time with founder and luxury expert Ceanne Fernandes-Wong and in the cosiness of the studio we learn of the business...2023-01-3148 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 35 - ”Asset Management” - Ceanne Fernandes-Wong of CocoonCocoon (https://www.cocoon.club/) is a London-based circular subscription service for bag lovers. Not just any old bags - high end, desirable handbags. They operate a membership model, where a subscription unlocks access to the collection and weekly drops to support maintain freshness and energy. The business blends luxury service, product experience, sustainable and circular business models and of course the attraction of a scale-up with an interesting digital platform.
Ian was pleased to get some time with founder and luxury expert Ceanne Fernandes-Wong and in the cosiness of the studio we learn of the business...2023-01-3148 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 34 - ”Phenotype” - Andy Jayes of FenwicksAndy Jayes is a retail and digital veteran, and has earned that accolade given his background in BHS, House of Fraser, Selfridges, Virgin Megastores... along with covering the gamut of digital - from product and merchandising, via operations and development - to his current role as Digital Director at Fenwicks, the independently-owned, unique and quirky department store mini-chain.
There's so much to follow here - his journey from chef to chief, the positioning of Fenwicks and the sources of distinctiveness, the role of Digital Director, and how digital can transform a last-century business while retaining and using...2022-11-3044 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 34 - ”Phenotype” - Andy Jayes of FenwicksAndy Jayes is a retail and digital veteran, and has earned that accolade given his background in BHS, House of Fraser, Selfridges, Virgin Megastores... along with covering the gamut of digital - from product and merchandising, via operations and development - to his current role as Digital Director at Fenwicks, the independently-owned, unique and quirky department store mini-chain.
There's so much to follow here - his journey from chef to chief, the positioning of Fenwicks and the sources of distinctiveness, the role of Digital Director, and how digital can transform a last-century business while retaining and using...2022-11-3044 min
DeliveryXS1 - Retaining agility and flexibility in people, operations and technology through the ever changing retail cyclesRetail doesn’t stand still, and in this episode the panel discusses the continuous changes and the increasing pace of change. The discussion covers how the pandemic altered things again, as did/does Brexit.
Flexibility and agility are required through daily trading and the year’s peaks and troughs along with scalability for future growth. A big ask for an industry that not that long ago was used to moving pallets rather than individual products.
Discussion points in the podcast
How do you plan for peak trading?
How do you build agil...2022-11-0124 min
DeliveryXS1 - Addressing the skills gaps and labour shortagesIn this episode we discuss how as ecommerce continues to grow more people will be needed to fill logistics, warehousing and delivery posts.
The panel looks at how retailers are responding to the labour gap including:
- AO increasing its warehousing capacity by more than 80% over the last 18 months, creating more than 1,500 jobs across the business.
- John Lewis investing in extra freight and ships to ensure goods arrived in time for Christmas, as well as providing hot meals for festive temps
Discussion points in the podcast
Is it...2022-11-0123 min
DeliveryXShipping economicsIn this episode we consider the business models, drivers and commercial options for delivery companies. We've seen the importance of service quality to the customer - who of course also demands extensive options and a zero cost - and so in this episode, we focus on how the carriers are adapting to, or leading, the retailer's requirements.
We're joined by Mike Hancox, CEO of Yodel, and we cover:
Carrier reputation and customer experience
getting the 'basics' right - with a discussion on what constitutes 'basic' in our competitive market
mobile notifications and the importance of 'in...2022-08-0127 min
DeliveryXReturns, Exchanges and RefundsFor our discussion on "returns" we are joined in the studio by Ricky Wilson of Pandora, and Steven Irwin of Wolverine Worldwide (the group that counts Sweaty Better, Wolverine, Saucony and Merrell amongst its brands).
With 89% of UK consumers saying that ease of returns is a top priority, we discuss:
how to make returns smoothly
serial returns and 'wardrobing'
"trusted exchanges" and how to speed exchange and refund
can exchanges lead to further sales
reducing returns at the 'buy button'
the paperless future for returns and exchanges.
This episode is part of a series of 10...2022-08-0140 min
DeliveryXManaging circular business modelsFor our discussion on circular business models we are joined in the studio by Ricky Wilson of Pandora, and Steven Irwin of Wolverine Worldwide (the group that counts Sweaty Better, Wolverine, Saucony and Merrell amongst its brands) and Mike Hancox, CEO of Yodel. We cover:
recent news on green delivery from Royal Mail, Tesco, and others
Amazon's Hackney, London "micromobility hub"
discuss bikes (referencing Yodel reaching over 1million bike deliveries)
building sustainability into supply chains, with retailer examples from ASOS, H&M, Patagonia, Patagonia and Wolverine
recycling and the efforts of making all aspect of packaging sustainable
the...2022-08-0138 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 33 - ”The detail and the dream” - Camilla Henriksson of H&MCamilla Henriksson is the Global Brand Innovation Manager at H&M, as well as the Global Head of Customer Experience for their Lifestyle Brands... that should give you a clue as to just how busy Camilla is, and the range of her interests. We caught up with her fresh from the launch of Atelier100, a global collaboration with another global Swedish powerhouse, IKEA. Atelier100 (https://www.atelier100.com/) is a project that seeks to 'democratise design' and has three objectives for the partnership: to find and support local creatives; to explore and support local production; and to work on...2022-07-3029 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 33 - ”The detail and the dream” - Camilla Henriksson of H&MCamilla Henriksson is the Global Brand Innovation Manager at H&M, as well as the Global Head of Customer Experience for their Lifestyle Brands... that should give you a clue as to just how busy Camilla is, and the range of her interests. We caught up with her fresh from the launch of Atelier100, a global collaboration with another global Swedish powerhouse, IKEA. Atelier100 (https://www.atelier100.com/) is a project that seeks to 'democratise design' and has three objectives for the partnership: to find and support local creatives; to explore and support local production; and to work on...2022-07-3029 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 32 - ”In the path of the customer” - Megan Maley of Zalando SEOperating in 25 countries, with 49million active customers and featuring 5,800 brands, Zalando is a European fashion powerhouse that we've long tracked and admired. Megan Maley spoke at Shoptalk Europe 2022 when we launched the Global Elite 1000 report, and I invited her to share with us some of the dynamics, focus areas and directions of travel for Zalando from the vantage-point of her role as GM UK/Ireland and Benelux.
We hear about the platform approach, an obsessive customer focus, a relationship with the brands they sell, market entry and growth and of course the long-standing commitment to sustainability, with...2022-06-2440 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 32 - ”In the path of the customer” - Megan Maley of Zalando SEOperating in 25 countries, with 49million active customers and featuring 5,800 brands, Zalando is a European fashion powerhouse that we've long tracked and admired. Megan Maley spoke at Shoptalk Europe 2022 when we launched the Global Elite 1000 report, and I invited her to share with us some of the dynamics, focus areas and directions of travel for Zalando from the vantage-point of her role as GM UK/Ireland and Benelux.
We hear about the platform approach, an obsessive customer focus, a relationship with the brands they sell, market entry and growth and of course the long-standing commitment to sustainability, with...2022-06-2440 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 31 - ”Glass-box brands” - Provenance.org and Kingfisher PLCProvenance provides a framework for retailers and brands to assess, monitor and communicate their sustainability, and this has progressed from a technology play (developing data and blockchain services) into "sustainability marketing technology". We go behind the scenes with Jessi Baker, the founder and CEO, and along the way discuss the challenges of implementation, how brands are adapting to and embracing transparency, and the direction of travel in making sustainably supply chains easy and relevant for the consumer. Jessi mentioned the phrase "glass-box brands", succinctly describing the radical transparency and scrutiny under which modern businesses now operate.
Sienne...2022-03-3054 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 31 - ”Glass-box brands” - Provenance.org and Kingfisher PLCProvenance provides a framework for retailers and brands to assess, monitor and communicate their sustainability, and this has progressed from a technology play (developing data and blockchain services) into "sustainability marketing technology". We go behind the scenes with Jessi Baker, the founder and CEO, and along the way discuss the challenges of implementation, how brands are adapting to and embracing transparency, and the direction of travel in making sustainably supply chains easy and relevant for the consumer. Jessi mentioned the phrase "glass-box brands", succinctly describing the radical transparency and scrutiny under which modern businesses now operate.
Sienne...2022-03-3054 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 30 - ”Crisp in, Crisp out?” - Pepsico and Marks and SpencerTwo major brands discuss innovation, digital, delivery and retail. We hear from Ali Holmes, Senior Ecommerce Director at Pepsico Europe, and Megan Ludlow, Innovation Partnership at Marks & Spencer.
We mentioned that Ali had featured on the cover of InternetRetailing Magazine back in 2012 and you can see that edition here: https://internetretailing.net/magazine/internetretailing---july-2012-volume-6-issue-5
All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts
Run time: 53 minutes
INFORMATION:
Ali Holmes: https://www.linkedin.c...2022-03-1553 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 30 - ”Crisp in, Crisp out?” - Pepsico and Marks and SpencerTwo major brands discuss innovation, digital, delivery and retail. We hear from Ali Holmes, Senior Ecommerce Director at Pepsico Europe, and Megan Ludlow, Innovation Partnership at Marks & Spencer.
We mentioned that Ali had featured on the cover of InternetRetailing Magazine back in 2012 and you can see that edition here: https://internetretailing.net/magazine/internetretailing---july-2012-volume-6-issue-5
All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts
Run time: 53 minutes
INFORMATION:
Ali Holmes: https://www.linkedin.c...2022-03-1553 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 29 - ”By no means stereotypical” - logistics, cannabis, data, pivots...As we return to the studio, this is a conversation full of surprises, of twists, turns and revelations, and it's one of those serendipitous discussions that just leave you thinking "wow".
We hear from Claire Bottle, the new-ish CEO of the UK Warehousing Association. Claire covers the serendipity that led from a secretarial role to a logistics leader, with the mentoring she received and how she now looks to create opportunities and training within the industry.
Gavin's journey goes from Facebook to establishing a cannabis store, via Tesco and arrives at digital health data. It's...2022-01-3146 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 29 - ”By no means stereotypical” - logistics, cannabis, data, pivots...As we return to the studio, this is a conversation full of surprises, of twists, turns and revelations, and it's one of those serendipitous discussions that just leave you thinking "wow".
We hear from Claire Bottle, the new-ish CEO of the UK Warehousing Association. Claire covers the serendipity that led from a secretarial role to a logistics leader, with the mentoring she received and how she now looks to create opportunities and training within the industry.
Gavin's journey goes from Facebook to establishing a cannabis store, via Tesco and arrives at digital health data. It's...2022-01-3146 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 28 - ”Unlearning, to relearn” - Greg Duce of ReckittReckitt Benckiser Group PLC is a British multinational consumer goods company. Formed some 200 years ago it is a stalwart of the FTSE100 and turns over some £14bn (2020). It owns some global powerhouse brands in the health/hygiene/nutrition space, many of which are part of the fabric of UK society - Durex, Dettol, Airwick, Clearasil, Nurofen...
In this episode we spend time with Greg Duce, Area Ecommerce Director, Europe, Australia and New Zealand at Reckitt and it's a privileged look behind the brands at the realities of moving direct to consumer, embracing digital and maintaining values.
2021-12-3047 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 28 - ”Unlearning, to relearn” - Greg Duce of ReckittReckitt Benckiser Group PLC is a British multinational consumer goods company. Formed some 200 years ago it is a stalwart of the FTSE100 and turns over some £14bn (2020). It owns some global powerhouse brands in the health/hygiene/nutrition space, many of which are part of the fabric of UK society - Durex, Dettol, Airwick, Clearasil, Nurofen...
In this episode we spend time with Greg Duce, Area Ecommerce Director, Europe, Australia and New Zealand at Reckitt and it's a privileged look behind the brands at the realities of moving direct to consumer, embracing digital and maintaining values.
2021-12-3047 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 27 - ”Attainable and Sustainable” - Vanessa Barboni Hallik of Another TomorrowAnother Tomorrow (www.anothertomorrow.co) is a startup that blends luxury with sustainability. It is interesting because it has digital 'baked into' the DNA - from traceability and sourcing through selling and a second life for products. The founder, Vanessa Barboni Hallik, bring a mixture of passion, flair and analytical insight to the fashion industry and has positioned Another Tomorrow at the intersection of design, sustainability and technology.
Vanessa was kind enough to meet with me in her Bleeker Street store in New York, and brought the brand, its story and direction of travel to life.
2021-12-1331 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 27 - ”Attainable and Sustainable” - Vanessa Barboni Hallik of Another TomorrowAnother Tomorrow (www.anothertomorrow.co) is a startup that blends luxury with sustainability. It is interesting because it has digital 'baked into' the DNA - from traceability and sourcing through selling and a second life for products. The founder, Vanessa Barboni Hallik, bring a mixture of passion, flair and analytical insight to the fashion industry and has positioned Another Tomorrow at the intersection of design, sustainability and technology.
Vanessa was kind enough to meet with me in her Bleeker Street store in New York, and brought the brand, its story and direction of travel to life.
2021-12-1331 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 26 - ”Let‘s get comfy” - Constanze Freienstein of Lands‘ EndIn the digital studio for this episode we followed the path of comfortable word-at-home wear to one of the original pioneers of relaxed clothing - none other than Lands' End, with their strapline of "Let's get comfy".
Initially visible in the UK via their catalogues and direct to consumer advertising, we hear from Constanze Freienstein, Managing Director, Europe, about the digital growth of the brand.
We touch upon product development via sustainability, cashmere, social engagement and the 'comfort fund' - how the whole team work for inclusion and social good.
You can see...2021-10-1134 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 26 - ”Let‘s get comfy” - Constanze Freienstein of Lands‘ EndIn the digital studio for this episode we followed the path of comfortable word-at-home wear to one of the original pioneers of relaxed clothing - none other than Lands' End, with their strapline of "Let's get comfy".
Initially visible in the UK via their catalogues and direct to consumer advertising, we hear from Constanze Freienstein, Managing Director, Europe, about the digital growth of the brand.
We touch upon product development via sustainability, cashmere, social engagement and the 'comfort fund' - how the whole team work for inclusion and social good.
You can see...2021-10-1134 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 25 - "Never the same again" - Stephen Langford of Marks and SpencerAfter a number of attempts with our online studio system, we managed at last to catch up with Stephen Langford, Director of Ecommerce at Marks & Spencer. We appreciated his patience as we tried to connect and we benefitted from a wide-ranging discussion with him about e-commerce and the changes at the heart of M&S - an organisation that's simultaneously a permanent innovator and a national institution.
We trace Stephen's background - starting at Tesco, M&S, George, Asda... and now back to M&S. A 'boomerang' as he calls it!
Digital is clearly at...2021-07-2825 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 25 - "Never the same again" - Stephen Langford of Marks and SpencerAfter a number of attempts with our online studio system, we managed at last to catch up with Stephen Langford, Director of Ecommerce at Marks & Spencer. We appreciated his patience as we tried to connect and we benefitted from a wide-ranging discussion with him about e-commerce and the changes at the heart of M&S - an organisation that's simultaneously a permanent innovator and a national institution.
We trace Stephen's background - starting at Tesco, M&S, George, Asda... and now back to M&S. A 'boomerang' as he calls it!
Digital is clearly at...2021-07-2825 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 24 - "Partners are a key part of our strategy" - Chris Conway of the CoopOur first episode of 2021 continues our Grocery theme, with this in-depth and wide-ranging conversation with Chris Conway, eCommerce Director at the Coop.
We had recently interviewed Chris for our Grocery Innovation Report (https://internetretailing.net/groceryinnovation2021) and couldn't wait to bring his insights to life on the podcast. Sadly, the gremlins of the internet decided we'd had too easy a run over the last year and so it took several attempts, many disconnections, much patience and a fair wind to get this episode on 'tape'. Massive thanks to Chris for his humour and perseverance! Jamie and I...2021-03-2239 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 24 - "Partners are a key part of our strategy" - Chris Conway of the CoopOur first episode of 2021 continues our Grocery theme, with this in-depth and wide-ranging conversation with Chris Conway, eCommerce Director at the Coop.
We had recently interviewed Chris for our Grocery Innovation Report (https://internetretailing.net/groceryinnovation2021) and couldn't wait to bring his insights to life on the podcast. Sadly, the gremlins of the internet decided we'd had too easy a run over the last year and so it took several attempts, many disconnections, much patience and a fair wind to get this episode on 'tape'. Massive thanks to Chris for his humour and perseverance! Jamie and I...2021-03-2239 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 23 - "Bring a smile to customers' faces" - Pepsico Europe and Whittards of ChelseaFor our final episode of 2020 we 'beam into' the studio Rui Francisco of PepsiCo Europe and Dan Mahoney from Whittards of Chelsea. Rui and Dan remind us of a passion for products that bring a smile to customers' faces and their growing direct-to-consumer activities.
Rui is up first. He's the European Ecommerce Director for PepsiCo, and we hear from him about their pan-European team, the moves to selling direct, not to mention his own interesting career path to ecommerce.
From a global brand's regional team, we then chat with Dan about how a British heritage...2020-12-2155 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 23 - "Bring a smile to customers' faces" - Pepsico Europe and Whittards of ChelseaFor our final episode of 2020 we 'beam into' the studio Rui Francisco of PepsiCo Europe and Dan Mahoney from Whittards of Chelsea. Rui and Dan remind us of a passion for products that bring a smile to customers' faces and their growing direct-to-consumer activities.
Rui is up first. He's the European Ecommerce Director for PepsiCo, and we hear from him about their pan-European team, the moves to selling direct, not to mention his own interesting career path to ecommerce.
From a global brand's regional team, we then chat with Dan about how a British heritage...2020-12-2155 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 22 - "Circuitboards and Sofas" - Guy Magrath of RS Components and Graham Wilson of SofologyTales of transformation in the studio today. First up a conversation with Guy Magrath, recently Chief Digital Officer at Electrocomponents PLC (better known in the UK as the owners of RS Components, purveyors os millions of plugs, bulbs, suppliers for makers and menders around the world).
Guy talks us through many years of change and progress at this global, complex business, culminating in his 5 steps that are very persuasive indeed.
Along the way we pay tribute to the makers of the world, and a moving example is that of Ben Ryan who set out to...2020-12-0955 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 22 - "Circuitboards and Sofas" - Guy Magrath of RS Components and Graham Wilson of SofologyTales of transformation in the studio today. First up a conversation with Guy Magrath, recently Chief Digital Officer at Electrocomponents PLC (better known in the UK as the owners of RS Components, purveyors os millions of plugs, bulbs, suppliers for makers and menders around the world).
Guy talks us through many years of change and progress at this global, complex business, culminating in his 5 steps that are very persuasive indeed.
Along the way we pay tribute to the makers of the world, and a moving example is that of Ben Ryan who set out to...2020-12-0955 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 21 - "One-way and two-way doors" - Chris Poad, Managing Director, Online at Tesco PLCChris Poad, Managing Director, Online at Tesco PLC joins us in the studio for a wide-ranging and extensive discussion. Fresh from a series of senior roles at Amazon (heading Fulfilment by Amazon, then Director, Amazon Business International), Chris has returned to the UK to take up the reins at Tesco's online activities - just in time to be in the eye of the COVID storm!
We segue from his career to the Tesco response - an impressive and sustained activity at scale - and we learn about the values that drove the work, the decision-making approaches, and h...2020-10-1438 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 21 - "One-way and two-way doors" - Chris Poad, Managing Director, Online at Tesco PLCChris Poad, Managing Director, Online at Tesco PLC joins us in the studio for a wide-ranging and extensive discussion. Fresh from a series of senior roles at Amazon (heading Fulfilment by Amazon, then Director, Amazon Business International), Chris has returned to the UK to take up the reins at Tesco's online activities - just in time to be in the eye of the COVID storm!
We segue from his career to the Tesco response - an impressive and sustained activity at scale - and we learn about the values that drove the work, the decision-making approaches, and h...2020-10-1438 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 20 - "60,000 in 90 days" - Mark Wright of Fat Face and Murray Lambell of eBay UKA bumper edition for the stifling dog-days of August!
We kick off with an in-depth chat with Mark Wright, Group Operations Director at Fat Face. Mark's got an incredible track record in retail - online, offline and multichannel - with stints as head of trading at M&S and as Managing Director, Omnichannel and Jack Wills. His role at Fat Face covers all operations and trading and so it was interesting to get his reflections upon the lockdown, recovery and impact. Mark's a direct and generous guest and so there's no holding back!
After Mark w...2020-08-1553 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 20 - "60,000 in 90 days" - Mark Wright of Fat Face and Murray Lambell of eBay UKA bumper edition for the stifling dog-days of August!
We kick off with an in-depth chat with Mark Wright, Group Operations Director at Fat Face. Mark's got an incredible track record in retail - online, offline and multichannel - with stints as head of trading at M&S and as Managing Director, Omnichannel and Jack Wills. His role at Fat Face covers all operations and trading and so it was interesting to get his reflections upon the lockdown, recovery and impact. Mark's a direct and generous guest and so there's no holding back!
After Mark w...2020-08-1553 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 19 - "Make your gran proud" - Lockdown with The Hut Group's Aaron Winsloe and AO.com CEO and Founder John RobertsStill in lockdown limbo, we use the internet to speak with two guests from the beauty and electricals sectors.
First up is Aaron Winsloe, the Head of eCommerce USA for The Hut Group. We spoke with Aaron in his new office just before the group results were announced - an impressive 24% revenue growth to £1.1bn and a 22% increase in profits. With 66% of group turnover coming from the international operations, it was a timely moment to catch up with Aaron, and in particular the trading and learning experience over COVID.
Next up is...2020-07-3126 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 19 - "Make your gran proud" - Lockdown with The Hut Group's Aaron Winsloe and AO.com CEO and Founder John RobertsStill in lockdown limbo, we use the internet to speak with two guests from the beauty and electricals sectors.
First up is Aaron Winsloe, the Head of eCommerce USA for The Hut Group. We spoke with Aaron in his new office just before the group results were announced - an impressive 24% revenue growth to £1.1bn and a 22% increase in profits. With 66% of group turnover coming from the international operations, it was a timely moment to catch up with Aaron, and in particular the trading and learning experience over COVID.
Next up is...2020-07-3126 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 18 - Lockdown with Gracia Amico of Pet Mate and Robin Phillips of The Watch ShopAs Lockdown continued, we caught up with our guests 'over the web'.
Our first guest is Gracia Amico: chair, non-executive advisor and experienced CEO. In the past, she’s held senior digital and commercial roles at Burberry, TopShop and Hobbs, as well as CEO at Pets Pyjamas. After a period as Head of Digital Operations at Sun Capital, Gracia is now a non-executive Director at Stitched (the online curtains and blinds seller) and Chair of the pet technology company, Pet Mate.
With Gracia we learn about the dynamics of the 'pet' market, discuss the role of...2020-06-1540 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 18 - Lockdown with Gracia Amico of Pet Mate and Robin Phillips of The Watch ShopAs Lockdown continued, we caught up with our guests 'over the web'.
Our first guest is Gracia Amico: chair, non-executive advisor and experienced CEO. In the past, she’s held senior digital and commercial roles at Burberry, TopShop and Hobbs, as well as CEO at Pets Pyjamas. After a period as Head of Digital Operations at Sun Capital, Gracia is now a non-executive Director at Stitched (the online curtains and blinds seller) and Chair of the pet technology company, Pet Mate.
With Gracia we learn about the dynamics of the 'pet' market, discuss the role of...2020-06-1540 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 17 - Lockdown with Alexander Wang and De BijenkorfThoroughly grounded in London, I luckily had some interviews from the ’time when travel was allowed’ and so we hear from Rikard Frost, Chief Consumer Officer of Alexander Wang Inc, when we visited him in New York City in January 2020. Then, further back in time, we chat with Pieter Heij, Multichannel Director at De Bijenkorf, the Netherland’s premier department store (and part of the Selfridges group). We chatted with Pieter just before an autumn dinner in Amsterdam - such proximity is much missed as we socially distance!
Run time: 33 minutes.
INFORMATION:
Rickard Frost: ...2020-04-1532 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 17 - Lockdown with Alexander Wang and De BijenkorfThoroughly grounded in London, I luckily had some interviews from the ’time when travel was allowed’ and so we hear from Rikard Frost, Chief Consumer Officer of Alexander Wang Inc, when we visited him in New York City in January 2020. Then, further back in time, we chat with Pieter Heij, Multichannel Director at De Bijenkorf, the Netherland’s premier department store (and part of the Selfridges group). We chatted with Pieter just before an autumn dinner in Amsterdam - such proximity is much missed as we socially distance!
Run time: 33 minutes.
INFORMATION:
Rickard Frost: ...2020-04-1532 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 16 - “Hard-nosed thinking” - M&S International and NRF from New YorkJamie and I kick off this episode with our thoughts on NRF2020 - the National Retail Federation’s "Big Show" in New York. Held in January each year, this 40,000-visitor-1000-exhibitor behemoth is gradually turning into a packed ’retail week’. Jamie and I cover our impressions of the show and what’s new and noteworthy, as well as giving a summary of the highlights of our store tour in which we visited Showfields (see RetailCraft 15 for an interview with one of the founders), Amazon 4-Star, Atelier Beauté Chanel, Glossier, The Real Real, Gucci, Camp and Neighborhood Goods.
You...2020-01-2036 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 16 - “Hard-nosed thinking” - M&S International and NRF from New YorkJamie and I kick off this episode with our thoughts on NRF2020 - the National Retail Federation’s "Big Show" in New York. Held in January each year, this 40,000-visitor-1000-exhibitor behemoth is gradually turning into a packed ’retail week’. Jamie and I cover our impressions of the show and what’s new and noteworthy, as well as giving a summary of the highlights of our store tour in which we visited Showfields (see RetailCraft 15 for an interview with one of the founders), Amazon 4-Star, Atelier Beauté Chanel, Glossier, The Real Real, Gucci, Camp and Neighborhood Goods.
You...2020-01-2036 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 14 - “We’re never monotone” - Fortnum & Mason and Liberty LondonPodcasts really shouldn’t be this much fun! The word “iconic” is for once apt, as we have a wide-ranging chat in the studio with these two UK-yet-global retailers, Fortnum & Mason, and Liberty London. With over 400 years of history being them we hear how focus, sticking to your DNA and having a real personality infuse both retailers.
Zia Zareem-Slade (Customer Experience Director at Fortnum & Mason) and Eric Fergusson (Ecommerce Director at Liberty London) join Jamie Merrick and Ian Jindal in our London studio.
We discuss their roles, what makes their businesses distinct...2019-11-1644 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 14 - “We’re never monotone” - Fortnum & Mason and Liberty LondonPodcasts really shouldn’t be this much fun! The word “iconic” is for once apt, as we have a wide-ranging chat in the studio with these two UK-yet-global retailers, Fortnum & Mason, and Liberty London. With over 400 years of history being them we hear how focus, sticking to your DNA and having a real personality infuse both retailers.
Zia Zareem-Slade (Customer Experience Director at Fortnum & Mason) and Eric Fergusson (Ecommerce Director at Liberty London) join Jamie Merrick and Ian Jindal in our London studio.
We discuss their roles, what makes their businesses distinct...2019-11-1644 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 13 - "Loyalty and desirability" - Harvey Nichols, Feelunique and The WatchshopWe’re back to school in style as Gail Shuman (Group eCommerce Director at Harvey Nichols), Jennifer Roebuck (Chief Marketing Officer at Feelunique.com) and Robin Phillips (CEO at The Watch Shop) join Vera Hartmuth and Ian Jindal in our London studio. We discuss luxury experience to sustainability and transparency, via brand management and business models to thoughts on loyalty and desirability in this engaging free-ranging conversation.
INFORMATION:
Gail Schuman: www.linkedin.com/in/gailshuman/
Jennifer Roebuck: www.linkedin.com/in/jroe/
Robin Phillips: www.linkedin.com/in/robin-phillips-rgp/
Vera Hartmuth: www.li...2019-09-0355 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 13 - "Loyalty and desirability" - Harvey Nichols, Feelunique and The WatchshopWe’re back to school in style as Gail Shuman (Group eCommerce Director at Harvey Nichols), Jennifer Roebuck (Chief Marketing Officer at Feelunique.com) and Robin Phillips (CEO at The Watch Shop) join Vera Hartmuth and Ian Jindal in our London studio. We discuss luxury experience to sustainability and transparency, via brand management and business models to thoughts on loyalty and desirability in this engaging free-ranging conversation.
INFORMATION:
Gail Schuman: www.linkedin.com/in/gailshuman/
Jennifer Roebuck: www.linkedin.com/in/jroe/
Robin Phillips: www.linkedin.com/in/robin-phillips-rgp/
Vera Hartmuth: www.li...2019-09-0355 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 12 - "Summer Bookclub" - Martin Newman, Natalie Berg, Miya Knights and Richard Hammond in the studio discussing their recent retail booksIn the spirit of 'summer reading' and bookclubs, we asked our community on Linkedin what books they were reading on retail, and which authors would they like to hear us interview in the studio. As a result we're pleased that four of the most-suggested authors agreed to brave the oppressive humidity of a London 'summer' day to chat with us about their latest books, their experiences, motivations and ideas.
"Authors" is probably not the best description since our group are retailers, entrepreneurs, technologists, analysts... who have happened to write books.
Our conversation covers customers, culture, A...2019-08-151h 05
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 12 - "Summer Bookclub" - Martin Newman, Natalie Berg, Miya Knights and Richard Hammond in the studio discussing their recent retail booksIn the spirit of 'summer reading' and bookclubs, we asked our community on Linkedin what books they were reading on retail, and which authors would they like to hear us interview in the studio. As a result we're pleased that four of the most-suggested authors agreed to brave the oppressive humidity of a London 'summer' day to chat with us about their latest books, their experiences, motivations and ideas.
"Authors" is probably not the best description since our group are retailers, entrepreneurs, technologists, analysts... who have happened to write books.
Our conversation covers customers, culture, A...2019-08-151h 05
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 11 - "Boots, Bags and Vintage" - Deckers Brands, Radley and Beyond Retro in the studioBack in the studio for this episode we're joined by three retailers covering feet, handbags and vintage.
David Williams is the Senior Director of Direct to Consumer, EMEA and Japan for Deckers Brands and we hear about the multichannel business, skills and working in Japan. Deckers brands comprise Ugg, Teva and Hoka.
Rhea Jeffery is the Head of eCommerce at Beyond Retro and we hear of the global scale of the business, their "Rag Pickers", sustainability, and the role of data is planning the myriad trends and supply chain challenges.
Rachel Glynn is...2019-07-1950 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 11 - "Boots, Bags and Vintage" - Deckers Brands, Radley and Beyond Retro in the studioBack in the studio for this episode we're joined by three retailers covering feet, handbags and vintage.
David Williams is the Senior Director of Direct to Consumer, EMEA and Japan for Deckers Brands and we hear about the multichannel business, skills and working in Japan. Deckers brands comprise Ugg, Teva and Hoka.
Rhea Jeffery is the Head of eCommerce at Beyond Retro and we hear of the global scale of the business, their "Rag Pickers", sustainability, and the role of data is planning the myriad trends and supply chain challenges.
Rachel Glynn is...2019-07-1950 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 10 - “Danish Jewels” - visiting Georg Jensen and Pandora in Copenhagen, with Ian JindalThis month we’ve let Ian Jindal out of the studio, and he’s been on a road trip to Copenhagen. Ian was there to host a RetailCraft Dinner, where we bring together the people behind brands’ successes for an off-the-record evening of conversation. During the day, however, he visited two Danish-yet-global jewellery brands to see how they are delivering multichannel sales and experience.
First stop was the Georg Jensen HQ where Ian met with Will Lockie, the global head of e-commerce. Will showed Ian around the silversmiths workshops. Photos of the visit are linked below.
We t...2019-06-2742 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 10 - “Danish Jewels” - visiting Georg Jensen and Pandora in Copenhagen, with Ian JindalThis month we’ve let Ian Jindal out of the studio, and he’s been on a road trip to Copenhagen. Ian was there to host a RetailCraft Dinner, where we bring together the people behind brands’ successes for an off-the-record evening of conversation. During the day, however, he visited two Danish-yet-global jewellery brands to see how they are delivering multichannel sales and experience.
First stop was the Georg Jensen HQ where Ian met with Will Lockie, the global head of e-commerce. Will showed Ian around the silversmiths workshops. Photos of the visit are linked below.
We t...2019-06-2742 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 09 - "Get the Store Experience Right!" - conversation with Harrods and about the RetailX Luxury Sector ReportWe have Luxury on our minds this episode, starting with an interview with David Boyle, Customer Insights Director at Harrods. We hear how data and insight are used to support the one-of-a-kind cross-channel experience for this unique store, and we present an extract from our conversation with David. Martin Shaw, our Head of Research, and Emma Herrod, Executive Editor join to discuss the recently-released Luxury Sector Report from RetailX.net. There's some bonus material at the end as we discuss the upcoming Grocery Sector report.
You can see the Luxury Sector Report here: https://retailx.net/product/l...2019-04-2449 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 09 - "Get the Store Experience Right!" - conversation with Harrods and about the RetailX Luxury Sector ReportWe have Luxury on our minds this episode, starting with an interview with David Boyle, Customer Insights Director at Harrods. We hear how data and insight are used to support the one-of-a-kind cross-channel experience for this unique store, and we present an extract from our conversation with David. Martin Shaw, our Head of Research, and Emma Herrod, Executive Editor join to discuss the recently-released Luxury Sector Report from RetailX.net. There's some bonus material at the end as we discuss the upcoming Grocery Sector report.
You can see the Luxury Sector Report here: https://retailx.net/product/l...2019-04-2449 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 08 - "Hands. Made" - conversation with Made.com and Crabtree & EvelynTwo brands (one new, one longer-standing) talking about their approach to 'the store'. As Made.com expands their central London showcase store, and Crabtree & Evelyn look to scale their 'townhouse' approach, we are privileged to chat with two of their leaders in the studio. Annabel Jack (Chief Commercial Officer, Made.com) and Ros Lawler (General Manager, Crabtree & Evelyn) join me, Jamie Merrick and Emma Herrod in the studio to discuss their businesses, growth, positioning and the role of the store. Hand cream, hand made, yoga, community, showrooming, brand and multichannel...
Emma also interviewed Annabel as the feature i...2019-03-1331 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 08 - "Hands. Made" - conversation with Made.com and Crabtree & EvelynTwo brands (one new, one longer-standing) talking about their approach to 'the store'. As Made.com expands their central London showcase store, and Crabtree & Evelyn look to scale their 'townhouse' approach, we are privileged to chat with two of their leaders in the studio. Annabel Jack (Chief Commercial Officer, Made.com) and Ros Lawler (General Manager, Crabtree & Evelyn) join me, Jamie Merrick and Emma Herrod in the studio to discuss their businesses, growth, positioning and the role of the store. Hand cream, hand made, yoga, community, showrooming, brand and multichannel...
Emma also interviewed Annabel as the feature i...2019-03-1331 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 07 - "Love, comma" - in conversation with Sienne Veit of John Lewis and Alexandre Meerson of Meerson.Sienne Veit, (Director, Digital at John Lewis) and Alexandre Meerson (founder of the eponymous Meerson brand) join us the studio to chat over a range of topics - although we keep coming back to love!
Sienne's role covers a very wide brief and is central to John Lewis' drives to be a multichannel, digitially-enabled, customer-centred business. We learn about the role, and the John Lewis approach to innovation, plus the role of digital in the UK's favourite retailer.
Alexandre then takes us on a creative and commercial journey - a rare and privileged insight into t...2019-01-2145 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 07 - "Love, comma" - in conversation with Sienne Veit of John Lewis and Alexandre Meerson of Meerson.Sienne Veit, (Director, Digital at John Lewis) and Alexandre Meerson (founder of the eponymous Meerson brand) join us the studio to chat over a range of topics - although we keep coming back to love!
Sienne's role covers a very wide brief and is central to John Lewis' drives to be a multichannel, digitially-enabled, customer-centred business. We learn about the role, and the John Lewis approach to innovation, plus the role of digital in the UK's favourite retailer.
Alexandre then takes us on a creative and commercial journey - a rare and privileged insight into t...2019-01-2145 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 06 - Sean McKee from Schuh and the new Growth 2000 indexSean McKee of Schuh joins us for episode 6, and provides his unique combination of dry insight, challenge and humour. In a wide-ranging chat we cover Schuh's proposition and how speed, accuracy and convenience are at the heart of the multichannel approach. Sean reflects on their products being "items in the moment", and due to the availability of brands and product elsewhere, satisfying the customer there and then is vital. We reflect upon the difference between a shoe retailer (single product, annual purchase) and a 'full outfit', multiproduct or department store selling approach. Reflecting upon Sean's ruthless pragmatism at pulling ever...2018-12-1939 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 06 - Sean McKee from Schuh and the new Growth 2000 indexSean McKee of Schuh joins us for episode 6, and provides his unique combination of dry insight, challenge and humour. In a wide-ranging chat we cover Schuh's proposition and how speed, accuracy and convenience are at the heart of the multichannel approach. Sean reflects on their products being "items in the moment", and due to the availability of brands and product elsewhere, satisfying the customer there and then is vital. We reflect upon the difference between a shoe retailer (single product, annual purchase) and a 'full outfit', multiproduct or department store selling approach. Reflecting upon Sean's ruthless pragmatism at pulling ever...2018-12-1939 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 05 - 'all cake, no ache' - with Sweaty Betty, Orlebar Brown and the RXAU Australia Top250In our 5th episode's discussion with the people behind multichannel retail we catch up with Annabel Thorburn, VP of eCommerce at Sweaty Betty, and Jamie de Cesare, Digital Director at Orlebar Brown.
Sweaty Betty is a characterful 'athleisure' brand that originated in the UK and now has stores internationally. Known for a direct, fun tone and stores that host yoga events and are very friendly, we ask Annabel about her role, the idea of a 'digital flagship' and how digital and stores can work together. Orlebar Brown is a British startup success that has moved from a...2018-11-2342 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 05 - 'all cake, no ache' - with Sweaty Betty, Orlebar Brown and the RXAU Australia Top250In our 5th episode's discussion with the people behind multichannel retail we catch up with Annabel Thorburn, VP of eCommerce at Sweaty Betty, and Jamie de Cesare, Digital Director at Orlebar Brown.
Sweaty Betty is a characterful 'athleisure' brand that originated in the UK and now has stores internationally. Known for a direct, fun tone and stores that host yoga events and are very friendly, we ask Annabel about her role, the idea of a 'digital flagship' and how digital and stores can work together. Orlebar Brown is a British startup success that has moved from a...2018-11-2342 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 04 - Dreamforce, Zippin's CEO Krishna Motukuri, beyond checkout and the Top500Back in the studio after the summer, we have an episode that's roughly focused on the new checkout. Within the episode we have an interview with the CEO and founder of Zippin, the San Francisco startup that has its own take on the "Amazon Go"-style checkout-less store. We discuss how the idea came to Krishna Motukuri, the CEO and the technical approach they've taken. Of interest is that we see a shift from "checking out" (where customers gather product and have to pay before they're allowed to leave the store) and "checking in" where the moment of control...2018-10-1733 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 04 - Dreamforce, Zippin's CEO Krishna Motukuri, beyond checkout and the Top500Back in the studio after the summer, we have an episode that's roughly focused on the new checkout. Within the episode we have an interview with the CEO and founder of Zippin, the San Francisco startup that has its own take on the "Amazon Go"-style checkout-less store. We discuss how the idea came to Krishna Motukuri, the CEO and the technical approach they've taken. Of interest is that we see a shift from "checking out" (where customers gather product and have to pay before they're allowed to leave the store) and "checking in" where the moment of control...2018-10-1733 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 03 - Beauty Revolution with Nadine Neatrour and Sally Heath MintoA half hour's discussion on the people behind the performance in multichannel retail.
In this episode Nadine Neatrour and Sally Heath Minto of Revolution Beauty join Ian Jindal in the studio, along with Martin Shaw, Head of Research and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.
This two-header gives a behind-the-scenes view of the social-media, brand-first, distruptive, authentic beauty launch. Open, frank, funny and provocative at times, this is an insight into hands-on entrepreneurship and growth, led by two industry digital veterans. Plus we get to use the word "Mass-tige" on air for the...2018-09-0447 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 03 - Beauty Revolution with Nadine Neatrour and Sally Heath MintoA half hour's discussion on the people behind the performance in multichannel retail.
In this episode Nadine Neatrour and Sally Heath Minto of Revolution Beauty join Ian Jindal in the studio, along with Martin Shaw, Head of Research and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.
This two-header gives a behind-the-scenes view of the social-media, brand-first, distruptive, authentic beauty launch. Open, frank, funny and provocative at times, this is an insight into hands-on entrepreneurship and growth, led by two industry digital veterans. Plus we get to use the word "Mass-tige" on air for the...2018-09-0447 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 02 - Sarah Stagg of The Rug Company and the 2018 IREU Top500A half hour's discussion on the people behind the performance in multichannel retail.
Sarah Stagg, Director of Digital at The Rug Company, joins Ian Jindal in the studio, along with Martin Shaw, Head of Research at RetailX, Emma Herrod, Editor of InternetRetailing Magazine and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.
We were keen to chat with Sarah having seen her work at Debenhams, then House of Fraser, and Sarah gave us an eye-opening view on the intricate, interesting and inspiring world of selling very expensive, desirable, custom rugs - online, in-store, and B2...2018-08-0139 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 02 - Sarah Stagg of The Rug Company and the 2018 IREU Top500A half hour's discussion on the people behind the performance in multichannel retail.
Sarah Stagg, Director of Digital at The Rug Company, joins Ian Jindal in the studio, along with Martin Shaw, Head of Research at RetailX, Emma Herrod, Editor of InternetRetailing Magazine and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.
We were keen to chat with Sarah having seen her work at Debenhams, then House of Fraser, and Sarah gave us an eye-opening view on the intricate, interesting and inspiring world of selling very expensive, desirable, custom rugs - online, in-store, and B2...2018-08-0139 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 01 - David Kohn of Heals - "probably the most skeptical man in the industry"? Surely not!A half hour's discussion on the people behind the performance in multichannel retail.
In this episode David Kohn, eCommerce and Customer Service Director at Heals joins Ian Jindal in the studio, along with Emma Herrod, Editor of InternetRetailing Magazine and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.
We discuss customers' expectations and how these can be satisfied given an iconic brand, store and product range. David's take is a very distinctive blend of pragmatism and high standards. David 'opens the kimono' on his thoughts on experience, brand and customer intent. He claimed to be...2018-07-2735 min
RetailCraft - digital retail, ecommerce and brands - Retail PodcastRetailCraft 01 - David Kohn of Heals - "probably the most skeptical man in the industry"? Surely not!A half hour's discussion on the people behind the performance in multichannel retail.
In this episode David Kohn, eCommerce and Customer Service Director at Heals joins Ian Jindal in the studio, along with Emma Herrod, Editor of InternetRetailing Magazine and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.
We discuss customers' expectations and how these can be satisfied given an iconic brand, store and product range. David's take is a very distinctive blend of pragmatism and high standards. David 'opens the kimono' on his thoughts on experience, brand and customer intent. He claimed to be...2018-07-2735 min