Shows
Functional and FabulousS3 E3: Amy Kemp - Beyond WizmoJoin Amy Kemp of Glossier as she takes Ger and Gordon out on the CX waves, where service agents help navigate customers through anything from gentle breezes to force 10 gales.
You'll find out whether AI is more than just a wizmo gizmo and hear how Glossier is using it to genuinely enhance the customer experience. But fear not, the tech isn't driving the boat. A rich and meaningful customer service experience still requires a human hand on the tiller, if you're looking to use CX to drive customer satisfaction and loyalty.
Beware, though. There are...2025-05-3056 min
Functional and FabulousS3 E2: Bobby Healy - Dropdown MenuJoin Gordon and Ger and they take flight with Bobby Healy of Manna Air Delivery, the Irish drone delivery company that's posing a serious threat to Amazon's dominance of the ecommerce space. Has the saviour of independent retailers literally been heaven sent?
Drones promise much. Delivery within minutes from local retailers that bypasses clogged roads and is kinder on the environment. But will it catch on in the West? Will people complain? (Yes, they will.) Will regulators want a say? (Of course, they will. But that turns out to be a good thing.)
And the biggest question of all: can a...2025-04-1858 min
Functional and FabulousS3 E1: Travis Hess - Big Fish, New PondCan this be right? A vendor as a guest? Yes, it is true. And a Big one too. Ger and Gordon are joined by Travis Hess, CEO of BigCommerce, to review the e-commerce platform landscape and discuss what the future holds. Frankly, is there life beyond Shopify? (Spoiler: Of course there is.)
Developments are coming thick and fast in e-commerce and commerce platforms are going to have to move quickly and nimbly to keep their business models relevant. Ger even uses the word 'disintermediation'. Travis gives his no-holds-barred views on the state of play and how he...2025-03-2153 min
Functional and FabulousS2 E10: Ger Keohane & Gordon Newman - The Black Box Is Not a Silver BulletIn this season finale, Ger and Gordon look back on Season 2 and discuss the highlights and key learnings.
Together they explore the wealth of knowledge that was so generously given by our guests over the past nine episodes.
No stone is left unturned. Proposition, branding, storytelling, product launch, entering new markets, marketing, customer experience, customer trust, customer loyalty, the democratisation of e-commerce tech... it's all here.
In short, this episode is a formidable exploration of successful e-commerce, drawing on the thinking of some of the keenest practitioners today — and Ger and Gordon.
I...2024-11-291h 15
Functional and FabulousS2 E9: Rick Watson, CEO & Founder, RMW Commerce Consulting - Smooth OperationsOur guest this time round is the 'notorious' Rick Watson. If e-commerce platforms were restaurants, Rick would be the food critic who would make them tremble most.
Rick, Ger and Gordon talk about the big things that get in the way of online retail success. Overindulgence in bespoke technology solutions. Not even knowing what customer problem the business solves in the first place. Rick has seen it all.
And the boys spend time discussing why Temu will open its jacket wide and invite you to go on a treasure hunt, while Amazon most definitely will...2024-10-2556 min
Functional and FabulousS2 E8: Ntola Obazee, Ecommerce Specialist - Innovation and ChangeIn this episode, omnichannel specialist Ntola Obazee talks about the reality of going where no brand (or at least your brand) has gone before.
Ntola speaks with Ger and Gordon about entering new markets successfully, inspiring your team to give their best, segmenting your market and curating your collections. She also gives first-hand insight into a successful entry into China.
Thinking of breaking into the Chinese market? Or any new market, for that matter? This episode is for you.
Want to bring about effective, and above all smooth, change? This episode is also f...2024-10-0452 min
Functional and FabulousS2 E7: Jamie Roller, Marketplaces Director, Dr. Squatch - The Battle of the Buy BoxJoin Jamie Roller, Marketplaces Director at Dr Squatch, as she talks Gordon and Ger through the trials and tribulations of marketplaces.
Find out why she's the Amazon Queen, as she explains how to tame the intricacies of the world's biggest online marketplace and keep winning the Buy Box.
Jamie also discusses balancing Amazon with other marketplaces, how to fight competitors selling your actual products for less on Amazon, and why now is the time to be looking seriously at TikTok Shop.
Enter the world of 1P, 3P, FBA, FBM and Amazon Ads with...2024-09-1349 min
Functional and FabulousS2 E6: Mike Ryan, Head of Ecommerce Insights, Smarter Ecommerce - Data-driven PushbackMike Ryan, Head of Ecommerce Insights at Smarter Ecommerce, talks to Gordon and Ger about the potentially unholy marriage between data and advertising automation that can erode your control of your ecommerce performance.
Specifically, Mike takes the boys through how to manage ecommerce marketing tools like Google's Pmax, which, left unchecked, can give unintended or unwanted results. How do you tame it and make sure it delivers in line with your strategic business goals?
Inevitably, it comes down to what data you feed it. But that's not always easy when tools like Pmax seem to...2024-08-2354 min
Functional and FabulousS2 E5: Jessica Lesesky, Vice President & General Manager, Shutterfly & Snapfish - Two Brands, One MindHow do you manage two brands that provide overlapping services? That's the job facing Jessica Lesesky, Vice President & General Manager of Shutterfly & Snapfish, which both offer customised online printing on to a wide range of media.
In this episode, Jessica tells Ger and Gordon how her team keep both brands distinct and thriving, using a blend of data analysis, common sense and the kind of instinct that comes from many years of e-commerce experience.
Also, Gordon sings a very short song.
2024-08-0248 min
Functional and FabulousS2 E4: Gavin Williams, Former Global Director of Digital & E-commerce, Creed - A Ban on Squirrel HuntingIn this episode, Gavin Williams, former Global Director of Digital and E-commerce with luxury fragrance brand Creed, says we should put a ban on squirrel hunting, until we've figured out whether the squirrel is worth the hunt.
He takes Gordon and Ger (and you too, if you hit the play button) through the many things (so many) luxury retailers and brands are doing wrong (so very wrong). He pulls no punches. In fact, Gavin predicts that he'll never work in luxury again once this episode airs.
He talks the good, the bad and the insanely...2024-07-1258 min
Functional and FabulousS2 E3: Paul Sherratt, Founder & CEO of gloveglu - Gripping StoriesGordon and Ger are joined by Paul Sherratt, CEO and Founder of gloveglu, to talk about making goalkeeping gloves grippy and sticky. Is it cheating? (No, it isn't.) Is it innovative? (Yes, it absolutely is.)
You'll learn how Paul came up with the idea, what went into developing gloveglu, and how he used the power of a teenage TikTok producer to tap into a global market for a product that didn't exist before.
Paul also talks candidly about balancing a multitude of sales channels, including marketplaces (Amazon alert!) and retailers.
A gloveglu product...2024-06-2145 min
Functional and FabulousS2 E2: Shane Linehan, VP Marketing at Raylo - The Raylo HaloGordon and Ger are joined by Shane Linehan, VP Marketing with Raylo, to talk about the circular economy and electronic consumer goods.
Shane talks about unlocking huge residual value for customers (and revenue for businesses). He also discusses launching an unknown brand with an unknown offering—one that now has 100,000+ paying subscribers.
The boys talk customer funnel analysis, customer acquisition costs and life after cookies.
And you'll find out the answer to the big question, 'Where is Gordon?'
2024-05-2446 min
Functional and FabulousS2 E1: Paul Rogers, Ecommerce Consultant and Co-Founder of Vervaunt - Engaged EcommerceIn this episode, recorded live at The Laughter Lounge in Dublin at StudioFory9's Transformation: Excellence in Ecommerce conference, Ger and Gordon talk on stage with Paul Rogers, ecommerce consultant and founder of Vervaunt, a London-based eCommerce consultancy and performance marketing agency.
They discuss clienteling, unified commerce, Shopify's big data play (bye bye GA4) and the importance of the order confirmation page in boosting sales and data acquisition.
There are also bouncy couches, complete silence and poetic language.
Can you afford to miss this episode of Functional and Fabulous? No, you cannot.
2024-04-2641 min
Functional and FabulousS1 E10: Paul Stafford, Head of Digital Marketing, Retail Media & Online Brand at Superdrug - Retail Media MagnifiesRetail media is hot right now, but what is it exactly? And is it fab or fad?
Ger and Gordon have the questions. Paul Stafford of Superdrug has the answers.
Paul takes you deep into the workings of retail media, and explains how it differs from traditional marketing supports. There's lots of tech. There's lots of creative. And there's lots of potential.
Listen to the boys talk through what Paul has learned so far, and what lies ahead.
2023-12-1547 min
Functional and FabulousS1 E9: Marshall David Johnson, Senior Digital Trading Manager with Fenwick - Luxury Is HardIn this, the pronunciation episode, Marshall David Johnson of UK designer department store Fenwick joins Gordon and Ger to talk about the challenges of luxury retail.
Marshall guides you through a world in which luxury brands call the shots over retailers, and styling and managing products for online goes beyond anything mere mortals should attempt.
Dive into the realm of retail opulence and find out how to pronounce 'luxury', 'Ciarán, 'Fenwick' and 'Fraser'.
2023-11-1750 min
Functional and FabulousS1 E8: Andrew Ostcliffe, Head of Ecommerce and Retail Innovation at Oxfam - EX FactorAndrew Ostcliffe of Oxfam in the UK navigates e-commerce waters that many other hardened online retailers would avoid. Three revenue streams, products distributed over more than 600 locations, 250,000-plus SKUs, and a diverse inventory that changes by the minute.
Welcome to the world of decentralised charity retail—both online and in store.
Join Andrew as he leads Ger and Gordon through this daunting, yet highly effective, e-commerce maze. A maze that's built on employee experience (EX)—in more ways than one.
2023-10-1350 min
Functional and FabulousS1 E7: Michael Corcoran, Former Head of Social & Creative Content at Ryanair - Serendipity Favours the PreparedThis time out, Gordon and Ger check-in to fly social with Ryanair (no checked luggage and the crisps are extra). Their pilot is Michael Corcoran, until recently Ryanair's Head of Social and Creative Content.
Michael talks about the importance of reach over followers, why community matters, what social media really is (and isn't), and outlines a non-scientific (but completely scientific) way of effective content creation.
Beware: this episode may even make you like Ryanair—the airline we all love to despise, but fly with anyway.
2023-09-1551 min
Functional and FabulousS1 E6: Miya Knights, Publisher, Author & Consultant with Retail Technology Magazine - Table Stakes and AutocartsOur guide in this episode is retail technology publisher, author and consultant Miya Knights. She talks to Gordon and Ger about how the use of cutting-edge technology can put the retail experience in service of the customer.
Miya discusses three vital customer considerations that retailers (and retail tech) need to address in order to be successful.
But that's only the half of it. She also talks about how technology is helping retailers answer key questions about their customers and their products.
This is literally the hottest episode so far—there was no air conditioning in the...2023-08-1849 min
Functional and FabulousS1 E5: Kirsty Keoghan, GM Global Fashion with eBay - Authentic Pre-Loved StrategieseBay's GM Global Fashion, Kirsty Keoghan, takes Ger Keohane (StudioForty9) and Gordon Newman (Omnichannels Stories) on a journey through the mind-blowing world of pre-loved fashion. They stop off at an authentication warehouse (where trust is built), negotiate a mountain of discarded fashion items, and visit Love Island.
To keep never-worn and rarely-worn fashion out of landfill, eBay is going back to its roots so consumers and retailers can enjoy the many benefits of buying and selling pre-loved fashion. The numbers will make your ears pop.
2023-07-1444 min
Functional and FabulousS1 E4: Richard Chapple, Chief Growth Officer & Co-Founder of The Growth Foundation - Where to Play and How to WinGrowth expert Richard Chapple (The Growth Foundation) sets sail with Ger Keohane (StudioForty9) and Gordon Newman (Omnichannels Stories) to talk about growing your retail business, scaling up and brilliant basics.
Along the way, the episode is boarded by pirates and parrots. But karate keeps them at bay.
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Richard's notes and the strategy information he spoke about can be accessed here: Where to Play and How to Win
2023-06-1657 min
Functional and FabulousS1 E3: Matthew Brown, Retail Futurist with Echochamber - CX SellsRetail futurist Matthew Brown (Echochamber) guides Ger Keohane (StudioForty9) and Gordon Newman (Omnichannels Stories) through excellence in retail customer experience.
Along the way, we unbox an absolutely lush gift package from Faerly, an Irish online retailer that specialises in local and sustainable products that deliver the right amount of happy moments.
But Matthew, Gordon and Ger aren't alone! Audio gremlins manage to slither in and feast on the audio in places. Does it stop the intrepid trio? It does not.
2023-05-191h 03
Functional and FabulousS1 E2: Vinny O'Brien, Strategist and Trainer with Vinny & Co - Back from the FutureGordon Newman (Omnichannels Stories) and Ger Keohane (StudioForty9) are joined by ecommerce strategist and trainer Vinny O'Brien live on stage at StudioForty9's annual Excellence in Ecommerce Conference in Dublin.
2023-04-2153 min
Functional and FabulousS1 E1: Dean McElwee, Director Global Ecommerce Collaboration of Stanley Black & Decker - The Fingertips of DesireJoin Ger Keohane (StudioForty9) and Gordon Newman (Omnichannel Stories) as they embark on a voyage of discovery in the world of online retail. In this episode, their guide is Dean McElwee, Director of Global eCommerce Collaboration and Director of International eCommerce Strategy, Global Tools and Storage with Stanley Black & Decker, Inc. Their journey starts with an unboxing experience provided by Velo Coffee Roasters in Cork.
2023-03-2246 min