Customer Centric Retailing Podcast: Recent Episodes

Anil Patel

This podcast is a forum for retail leaders to discuss industry trends, challenges, and the future of customer-centric retailing. We discuss eCommerce, mobile commerce, omnichannel technology, brick-and-mortar operations, culture, innovation, and how all of these elements come together to create customer-centric retailing. Join us to hear the brightest minds in the retail industry share their experiences and thoughts on the most relevant topics today. [To read more follow us on www.hotwax.co]

In this episode, we’re joined by Joseph, Head of eCommerce at AS Colour, as he shares how the brand is scaling globally while balancing both B2B and D2C on a single eCommerce platform.

Joseph talks about his journey from product design into eCommerce leadership and how deep product knowledge shapes better digital experiences. He explains how AS Colour manages global distribution, inventory planning, and fast fulfillment while delivering a premium experience to both wholesale and retail customers.

The conversation also explores how the brand differentiates in a competitive blank apparel market through timeless positioning and quality focus. Finally, Joseph shares his perspective on how AI is transforming product discovery, content strategy, and the future of buying behavior in eCommerce.

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In this episode, our special guest, Mitch Dodd, President of Kintec Footwear + Orthotics, discusses how to build a retail business that successfully blends human insight with technological precision.

Mitch shares his journey from the shop floor to the C-suite and how Kintec’s commitment to expertise, innovation, and customer care drives growth across its 20 locations. This episode further explores leadership grounded in empathy, the challenges of omnichannel retail, and how empowering people remains the key to delivering exceptional customer experiences.

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In this episode, Sid Arigapudi, VP of Technology at 5.11 Tactical, discusses the transformative role of Artificial Intelligence in retail. He is an advocate for a business-first, test-and-learn approach, showing how AI can empower leaders to experiment, make faster decisions and drive innovation without requiring deep technical expertise.

The conversation highlights practical applications, from internal knowledge bots to dynamic order orchestration and demonstrates how AI can enhance existing systems rather than replace them. The episode further covers important aspects like safeguarding data, managing costs, and using AI to enhance operational performance.

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In this episode, Geraldo José Z Do Prado, CEO of Casa Prado, discusses the brand’s approach to sustainability, responsible sourcing, and innovation. He shares how the company balances its long-standing commitment to ethical practices with modern technology to stay competitive in the fashion industry.

From building strong supplier relationships to incorporating AI-driven customer experiences, Casa Prado is embracing a thoughtful, forward-looking business model. With a focus on reducing environmental impact, engaging customers, and maintaining social responsibility, the brand continues to grow while staying true to its core values.

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In this episode, Alex Tallman, Director of Retail Experience at Fleet Feet, offers insights into the company’s approach to customer experience and technological innovation. Alex reflects on his career and the importance of understanding the needs of both in-store associates and franchisees to drive success.

Additionally, he discusses how Fleet Feet integrates advanced technology, such as FitID 3D foot scanning, and utilizes stores as eCommerce fulfillment hubs to seamlessly connect in-store and online shopping experiences.

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In this episode of, we’re joined by Jenni Homer, Director of Retail & Ecom at Nanso Group, as she takes us through the exciting ways AI and data analytics are reshaping retail. Jenni shares how Nanso is embracing an omnichannel strategy, with a special focus on their direct-to-consumer (DTC) approach powered by Shopify.

We learn about how AI is helping Nanso better understand customer behavior, enabling more personalized marketing and tailored product messaging. Jenni also highlights the crucial role physical stores continue to play in supporting eCommerce, and how staff training around customer data is enhancing the overall shopping experience.

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In this episode with our esteemed guest Armen Momejian, Director of AI Initiatives at ALDO Group, we discussed how AI and RFID technologies are revolutionizing the retail industry. Armen shared insights into how Aldo is using RFID to improve inventory accuracy and enhance operational efficiency. We also explored how AI is being leveraged to optimize order fulfillment, helping retailers better predict demand and fulfill customer orders more effectively.

Armen provided valuable advice for businesses looking to integrate AI, stressing the importance of starting with small, manageable projects and focusing on data quality and cross-department collaboration.

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In this episode, Akash Samtani shares his expertise on the evolving world of omnichannel retail, highlighting the key challenges and incredible opportunities retailers face today. From seamlessly connecting physical stores with online platforms and centralized inventory management to navigating the shifting dynamics between B2B and D2C strategies, he provides a roadmap for achieving a truly integrated and customer-centric retail experience.

He also shares his experience in the tobacco industry, where he led the transformation by leveraging digital tools to drive business growth and expand market reach. Akash offers practical insights into digital tools, strategies, and mindset needed to help businesses thrive in this fast-paced, competitive market.

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In this episode, Karrie Helm, Sr. Director of Stores at EVEREVE, discusses how EVEREVE is transforming the shopping experience by merging the convenience of online shopping with personalized in-store service. She explains how EVEREVE utilizes BOPIS (Buy Online Pick Up In Store) and BORIS (Buy Online, Return In Store) to offer a frictionless, customer-first experience.

Karrie also shares how the brand empowers its store associates to move beyond transactional sales, focusing on personal styling and tailored fashion advice. This combination of exceptional service and efficient inventory management drives EVEREVE’s dynamic retail success.

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In this podcast episode, our special guest, Stephan Jacob, addresses the challenges retailers encounter in adapting to evolving consumer expectations and the necessity of leveraging technology to maintain a competitive edge.

He shares innovative approaches to improving customer service, emphasizing the integration of AI and analytics to gain deeper insights into customer preferences. Additionally, we discuss the importance of sustainability in retail practices where he advocates for businesses to adopt environmentally friendly initiatives.

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In this podcast episode with our esteemed guest Natalia Jablonka, we dive into the world of omnichannel retail, digital commerce and inventory planning. Natalia shares her insights on creating a seamless customer experience across both eCommerce and physical stores, emphasizing the importance of leveraging customer data to enhance interactions.

We discuss the challenges and opportunities in integrating online and offline sales, the value of pre-orders in luxury retail, and how platforms like Shopify are revolutionizing the industry. Whether you’re a retailer or just curious about the evolving landscape of commerce, this episode is packed with actionable advice and thought-provoking ideas.

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In this episode, Breanna Moreno, VP of Customer Experience at True Classic, takes us behind the scenes of the brand’s retail expansion journey and breaks down their thoughtful approach to store placements. She highlights the pivotal role of KPIs in driving and refining customer experiences.
Furthermore, we delve into the synergy between physical stores and eCommerce, explaining how their strategic locations and flexible fulfillment options are boosting online sales and deepening customer connections.

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In this episode Cameron Baty discusses the challenges and triumphs of building a successful retail business from the ground up. Cameron shares insights into maintaining product quality, the importance of customer service, the complexities of managing both physical stores and an online presence.

He also highlights the increasing significance of sustainability in the retail industry and the efforts of Rocky Mountain Soap Company to incorporate eco-friendly practices into their business model. Cameron believes that dedication and hard work could build a thriving retail business while maintaining a strong commitment to customers and the environment.

In this episode, Johan Munck, CEO of Polarn O. Pyret, discusses modern retail practices, focusing on omnichannel retailing, circular economy and sustainability. The conversation highlights how integrating these principles not only benefits the environment but also strengthens brand loyalty and customer engagement, driving both ecological and economic value in today's retail market.

Furthermore, learn about how implementing systems like endless aisles and store stock hubs can enhance customer experience and the importance of accurate inventory management in retail.

In this episode, our guest Darko Tushev explores the vital role of Order Management Systems (OMS) in modern retail. Learn about the importance of breaking down silos between online and physical retail operations, promoting leadership alignment on customer-centric values.

Darko addresses challenges like meeting heightened customer expectations for fast delivery and seamless returns, advocating for a holistic approach to retail operations, where OMS plays a central role in orchestrating inventory visibility and order fulfillment across diverse channels. His insights emphasize the importance of adapting technology to serve both online and in-store customers effectively, fostering a unified retail experience driven by customer satisfaction.

In this episode, Joe Lopardi, Senior Vice President of Retail at Trina Turk, shares his insights on the evolving retail landscape, highlighting the critical role of store associates in fostering customer relationships and internal team collaboration. He emphasized the need for adopting new technologies and workflows to meet market demands. We are talking incentivization to pooled commissions, hosting events, engaging with local communities and more strategies for driving sales in the lifestyle retail segment.

Joe believes that by aligning with brand values and creating unique customer experiences, brands could establish brand loyalty that resonates with their clientele.

In this episode, our special guest, Amy Carr, delves into the evolving landscape of retail and customer engagement strategies. We discuss the dynamic shift from traditional retail to digital platforms, emphasizing the challenges and opportunities presented by merging online and offline shopping experiences.

She highlights the importance of personalized customer journeys, social media, post-purchase customer engagement tactics and the role of data analytics in optimizing every stage of the customer journey, from initial acquisition through to retention strategies. Amy’s beliefs are driven by a blend of emotional connection and technological innovation and her insights provide valuable perspectives on navigating the competitive retail landscape while prioritizing customer-centric strategies.

In this episode, Jeff Fisher, the VP of Retail at Blenders Eyewear, shares his insights on various aspects of the retail industry from significance of customer experience, emphasizing the role of store associates in building trust and facilitating online sales. He also speaks on inventory management strategies and the benefits of using Shopify POS for digital-first retailers and more.

Gather valuable insights into navigating the dynamic retail landscape while prioritizing customer satisfaction and sustainability efforts.

In this episode, our special guest, Suzanne Evans, Vice President and Head of Stores at Tecovas, provides invaluable insights into the pivotal role of hospitality in retail. Emphasizing the significance of fostering team development and nurturing a positive workplace culture, Evans highlights the delicate balance required between effective salesmanship and genuine customer service.

The conversation unravels the challenges and opportunities within the retail industry, with a particular focus on enhancing customer experiences, advancing employee development, and seamlessly integrating digital and physical retail channels.

In this episode, our esteemed guest, Neely Powell, CEO of Charleston Shoe Company, discusses her love for brick-and-mortar retail and its emphasis on personal connections and immersive experiences. With 24 years of experience, she contrasts in-person interactions with online shopping, emphasizing the unique community-building aspect of physical stores.

Neely's approach goes beyond sales, as she actively supports frontline workers and communities in need, showcasing the broader impact of retail beyond profits. Her journey embodies resilience, innovation, and community focus, highlighting the significance of brick-and-mortar retail in today's digital age.

In this episode, our special guest, John Prothro, President and CEO of Foot Solutions, provides a deep dive into the brand's customer-centric retail model. With an emphasis on service over product, Foot Solutions prioritizes personalized orthotics and footwear solutions, backed by a commitment to customer care and education. Prothro shed light on the brand's innovative use of technology to empower customers, offering online resources and educational materials for informed decision-making.

Additionally, we explored the challenges and rewards of franchising, underscoring Foot Solutions' unique value proposition in the competitive retail landscape. Prothro's insights not only offer a glimpse into Foot Solutions' success but also serve as a testament to the importance of career exploration and continuous learning for individual and professional development.

In this episode, our special guest, Nate Skiver, the founder of LPF Spend Management, delves into the intricacies of omnichannel strategies like Ship From Store, managing relationships with logistics partners, and optimizing store fulfillment and shipping strategies for fashion retail brands. Additionally, he touches on the challenges that retailers face when implementing Ship From Store and possible solutions to overcome them.

With over 20 years of experience, Nate Skiver has had a prosperous retail career, demonstrating leadership in transportation, order management, order fulfillment, and logistics. His background in retail enables him to provide holistic solutions to problems in the retail industry, especially in parcel delivery management.

In this episode, our special guest, Jamie Schisler, Chief Comfort Officer at Upwest, delves into the unique challenges faced when initiating a brand within a well-established corporation. Additionally, the episode touches on the role of brick-and-mortar stores in retail and the evolving landscape of digital-first brands.

Jamie Schisler has more than two decades of experience in merchandising, strategy development, design, marketing, and digital within the retail sector. Jamie's retail journey commenced in merchandising at Abercrombie & Fitch and continued through Express, the parent company of Upwest.

This episode’s special guest, Nick Nedev, Digital Product Manager for BJ’s Wholesale, discusses the value of inventory explainability and how omnichannel owners leverage this concept to effectively manage their business.

How is inventory explainability defined and how do omnichannel owners use this concept to manage their business? What Key Performance Indicators (KPIs) should be employed to measure inventory explainability? How does this information aid in strategic inventory considerations and help omnichannel owners maintain positive relationships with partners?
In this episode, we delve into these questions and more with our special guest, Nick Nedev. Drawing from his hands-on experience of processing orders and managing inventory flows at BJ’s Wholesale, Nedev unfolds the intricacies of inventory explainability. He explains how this understanding provides crucial internal insight into how retailers attain ATP inventory, thereby creating a comprehensive understanding of the various components that coordinate in the overall inventory flow.

This episode’s special guest, Matthew Lafone, President of The Athlete's Foot, shares key insights and tips on how retail brands can best navigate changing consumer behavior and approach sustainability in retail today.

How can retail brands best uplift underserved communities and promote social justice? What's the key to enduring success amid times of change in retail? In what ways can retailers meaningfully mitigate the negative impacts of consumerism by implementing sustainable initiatives?
We answer these questions and many more with this episode’s special guest, Matthew Lafone, President of The Athlete's Foot. Speaking from his experience building programs that aid underserved communities, Matthew shares valuable insights for retailers navigating changing consumer behavior and sustainability in retail.

This episode’s special guest, Louise Du Toit, President at Ganni, tackles the subject of sustainability in retail and discusses how brands can best minimize their impact on the environment.

What does sustainability in retail mean? How many retailers can actually call themselves sustainable, and what are the roadblocks and limitations we need to consider? How can brands make conscious choices in their supply chain to minimize waste?
We answer these questions and many more with this episode’s special guest, Louise Du Toit, President at Ganni. She shares how Ganni has tackled the issue of sustainability, and why she prefers the term “responsible” to more accurately depict the company’s approach to environmental impact. She talks about how Ganni has made sustainability a mission in all areas of the company - from their culture to their supply chains to the way they manage excess stock.

This episode’s special guest, Filipp Labkovskiy, Head of E-Commerce at ECCO Shoes Russia, offers expert tips and meaningful insight into the role of business analytics in creating successful omnichannel strategies.

What steps can retailers take to ensure the implementation of new retail technology goes smoothly? How can retail brands best adapt to meet customers’ ever-changing expectations? How can they harness the power of their OMS to drive conversions and inform marketing strategies? Is BORIS a worthwhile investment for omnichannel retailers?
We explore these questions and more with this episode’s special guest, Filipp Labkovskiy, Head of E-Commerce at ECCO Shoes Russia. Speaking from his vast experience in retail and business analytics, Filipp offers expert tips and meaningful insights for developing omnichannel strategies that work.

This episode’s special guest, Angela Picin, Global Omnichannel and Retail Operations Manager at Roger Vivier, shares key insights and tips from her experience managing the implementation of successful omnichannel retail operations.

What steps can omnichannel retailers take to prioritize a seamless customer experience? How do omnichannel initiatives affect the sales targets that we set for our in-store staff, including both store managers and store associates? What is the process for retail teams to achieve accurate, real-time inventory data, accessible across all retail locations?
We answer these questions and many more with this episode’s special guest, Angela Picin, Global Omnichannel and Retail Operations Manager at Roger Vivier. Speaking from her experience managing the implementation of successful omnichannel retail operations, Angela shares valuable insight and key strategies for retailers developing omnichannel initiatives at a large scale.

This episode’s special guest, Fred Schofield, discusses the importance of aligning your eCommerce and in-store operations to create successful BOPIS and ship-from-store omnichannel initiatives.

How can retailers incentivize store associates to champion their greater omnichannel strategy? Should brands attribute online sales to local stores? How should retailers measure KPIs for stores that assist with eCommerce sales? How quickly should stores be expected to have a BOPIS order ready for customers?
We dive into these questions and many more with this episode’s special guest, retail store expert Fred Schofield. Speaking from decades of experience working in retail, Fred discusses the importance of aligning your eCommerce initiatives with brick-and-mortar store operations and provides expert tips on how brands can create successful omnichannel retail initiatives.

This episode’s special guest, Mark Pilkington, discusses the role that omnichannel stores play in next-generation retail and how the classic model of retail is evolving.

What is the role of stores in the increasingly digital landscape of retail? How can we run brick-and-mortar stores like eCommerce? What excites Mark most about the future of retail?
In this episode, we explore these topics and many more with our special guest, Retail Chief Executive and Bloomsbury author Mark Pilkington. Mark offers his insights on how the classic model of retail is evolving and how the next generation of retail is taking its place, leaving many brands behind. Discover how retailers can best optimize their multi-channel strategies to keep up with customer expectations. You don’t want to miss this one!

This episode’s special guest, Worth Darling, discusses the importance of leveraging your stores and store associates to create seamless BOPIS and ship-from-store omnichannel initiatives.

How can retailers implement BOPIS & ship-from-store initiatives without risking the experience of their walk-in customers? Does BOPIS actually increase retail brands’ top-line revenue? Why should retailers take the leap of faith to implement a BOPIS strategy without having all the answers up-front?
We dive into these questions and more with this episode’s special guest, Worth Darling, Senior Director of DTC Innovation & Technology at Vans. Speaking from his vast experience in the world of omnichannel retail, Worth discusses the importance of injecting a human touch into your omnichannel eCommerce strategies and how brands can rethink their retail strategy to foster a seamless integration of in-store and online fulfillment initiatives.

Our special guest, Barbara Thau, joins us to discuss exciting trends in retail with an emphasis on experiential shopping and customer loyalty.

How can retailers best leverage social commerce? What loyalty trends are successful in keeping customers engaged? How can retailers best employ technology to delight customers?
We ask these questions and more of our special guest, Barbara Thau, senior features editor for CO by the US Chamber of Commerce. As a senior features editor, Barbara often views the retail industry from above, observing the trends as they occur. Right now, it’s all about the experience that retailers are able to provide to their customers, taking it a step beyond purchase and focusing on loyalty.

Our special guest, Steve Dennis, joins us to discuss the importance of centering all operations around the customer and eliminating cumbersome silos in order to enable a frictionless experience.

What are some of the ways that you think retailers can re-imagine their store layouts to accommodate modern buying behaviors? How should retailers approach measuring success for physical retail? What is Steve’s message for retailers that continue to be resistant to change?
We ask these questions and more of our special guest, Steve Dennis, Founder of SageBerry Consulting, retail guru, and best-selling author. Steve talks about the importance of centering all operations around the customer and eliminating cumbersome silos in order to enable a frictionless experience. He brings a pragmatic view to the current retail landscape and what it takes to survive and thrive.

Our special guest, Greg Buzek, joins us to discuss how retailers can prepare for the post-pandemic retail landscape.

What were the major factors that influenced retail success in the pandemic? What sorts of tools and technologies should retailers continue to invest in after the pandemic has completely waned? How can the little guy keep up?
We ask these questions and more of our special guest, Greg Buzek, founder and co-CEO of Omni Talk, Founder and President of IHL Group and one of the Founders of the Retail Orphan Initiative. Greg’s professional background provides him with a unique view into the retail industry, one that focuses on the data and technology needed in order to provide the best experience possible for the consumer. He is also one of the founders of the Retail Orphan Initiative, a wonderful charitable organization that you can get involved in at www.retailROI.com.

Our special guest, Chris Walton, joins us to discuss the five major trends poised to disrupt the retail industry.

What is necessary to make micro fulfillment work? How is computer vision set to shake up the retail industry? Are the big retailers going to completely monopolize the market in the years to come? How can retailers win at social commerce?
We ask these questions and more of our special guest, Chris Walton, founder and co-CEO of Omni Talk, one of the fastest-growing blogs in retail. Chris is carefully watching as the retail industry evolves, and he sees the trends we discussed converging over the next decade to change the way customers shop and the way retailers sell. Technology is undoubtedly key to all of the trends discussed, and it’s an area where retailers simply can’t afford to fall behind.

Our special guest, Ashley Merrill, joins us to walk us through Lunya’s story and how she’s been able to stay agile whilst staying true to the brand.

What is the inspiration behind Lunya? How can digitally native brands compete in a hyper-competitive world? How can a brand remain agile without compromising on its mission and story? What are fast-fashion brands really doing to the retail industry?
We ask these questions and more of our special guest, Ashley Merrill, founder and CEO of Lunya. Ashley walks us through her brand story and why she’s been able to keep experiencing success even in the toughest of conditions. She strongly believes that it’s a combination of agility and confidence in her brand mission and value. She is constantly looking for ways to adapt and evolve based on client feedback without compromising on the brand she wants to build.

Our special guest, Rick Watson, joins us to provide his perspective on the ingredients required to win in a competitive retail environment, and why retailers are approaching KPIs completely wrong.

What does omnichannel really mean? How can DTC retailers win? What are the biggest challenges that brick and mortar retailers face as they reopen stores? What are the KPIs that retailers should really be paying attention to?
We ask these questions and more of our special guest, Rick Watson, founder and CEO of RMW Commerce Consulting and eCommerce specialist. Rick leverages his engineering background to provide a no-nonsense approach to the customer experience. He believes data is king, and that retailers need to truly understand their customers by leveraging data in order to stand out from the competition.

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to deliver the best retail customer experience possible.

What are the main in store technology retailers should be adopting to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?

We ask these questions and more of our special guest, Sylvain Nigra, founder and co-CEO of Retail Performance 360 and former retail director for top luxury brands including Prada, Ralph Lauren, and Michael Kors. Sylvain brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to create the best customer experience possible. He is confident that there’s no time to waste, and that the right technology and retail associates training needs to be in place to enable and empower these associates.

Our special guest, Kenny Anderson, joins the podcast to discuss how merchandising has and must evolve in order to keep up with modern supply chains, customer expectations, and concerns about sustainability.

How has merchandising evolved over the past decade? What is the right balance between online and offline retailing? How can luxury brands best promote sustainability without compromising on profitability?
We ask these questions and more of our special guest, Kenny Anderson, start-up board advisor for unRisky Business and former Vice President of Merchandising for top luxury brands including Hugo Boss and Armani. Kenny truly believes that you have to meet your customers where they are and cater to their needs, and that can only be achieved by paying attention to behaviors and discourse. Merchandising has and must evolve in order to keep up with modern supply chains, customer expectations, and concerns about sustainability.

Our special guest, Liza Amlani, joins us to discuss the importance of sustainability and diversity in retail.

How has the role of the merchant evolved in the past years? How can retailers promote sustainability in fashion without compromising on profit? Is it possible to anticipate demand? How can the retail industry promote and benefit from more diversity?
We ask these questions and more of our special guest, Liza Amlani, founder of the Retail Strategy Group, Allyship Advocate, and former buying lead for Ralph Lauren. Liza has the amazing boots-on-the-ground experience to share with her clients, and she’s clearly passionate about very important topics in the retail world sustainability and diversity, and Shopify preorder. She strongly believes that retailers can be ethical and equitable without compromising on their bottom line.

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about how pre-orders ought to work to create excitement and reward loyal customers for their fidelity to your brand.

Are pre-orders right for all retailers? What happens when they go south? What is the best way to measure the success of pre-order initiatives?
We ask these questions and more of our special guest, Sylvain Nigra, founder and co-CEO of Retail Performance 360 and former retail director for top luxury brands including Prada, Ralph Lauren, and Michael Kors. Sylvain brings decades of experience at some of the most successful brands in the world to talk about how pre-orders ought to work to create excitement and reward loyal customers for their fidelity to your brand. He’s seen firsthand that it’s better to stay away from pre-orders altogether than roll out a poorly executed program. He brings his decades of experience to the table to discuss the technology and processes needed to make pre-orders work.

Our special guest, Sucharita Kodali, joins the podcast to share insights gained over the past decade in the retail industry, with a focus on the online shopping experience.

What makes for an excellent online shopping experience? How can retailers gain customer loyalty? What were the factors leading up to the highly publicized Toys R Us downfall and what can retailers learn from that bankruptcy?
We ask these questions and more of our special guest, Sucharita Kodali, a retail analyst for Forrester Research and former Marketing Director for Saks Fifth Avenue. Sucharita is truly an eCommerce expert, and she joins the podcast to share insights gained over the past decade in the retail industry, with a focus on the online shopping experience. As a former Toys R Us employee, she also provides her opinion on the company’s downturn and the underlying factors that led to the bankruptcy.

Our special guest, Sandra Duff, shares her experience as the SVP of Strategy Activation and Operations at Jackman Reinvents to tackle hard topics like technological transformation, operational changes, sustainability, and diversity.

How is the grocery landscape changing? How can both retailers and consumers behave in a sustainable fashion without sacrificing convenience and profit?
We ask these questions and more of our special guest, Sandra Duff, SVP of Strategy Activation and Operations at Jackman Reinvents. She is a trusted advisor for C-Suite executives at a number of organizations spanning all areas of retail, from grocery to office supplies. Sandra believes that most retail sectors are experiencing an exciting transformation and that retailers must first understand what their customers are looking for in order to successfully meet that demand.

Our special guest, Nicole Reyhle shares her expertise with our audience, focusing specifically on the elements of the in-person shopping experience that keep the customer engaged and how retailers, big and small, can leverage data to better understand their consumers.

What draws people to in-person shopping, even in the midst of a pandemic? How can retailers best win loyal, life-long customers? What does an excellent in-person shopping experience look like?
We ask these questions and more of our special guest, Nicole Reyhle, founder and publisher of Retail Minded. Nicole is a frequent guest and contributor to various media outlets that include The Today Show and Forbes and is the author of the book “Retail 101: The Guide to Managing and Marketing Your Retail Business”. She shares her expertise with our audience, focusing specifically on the elements of the in-person shopping experience that keep the customer engaged and how retailers, big and small, can leverage data to better understand their consumers.

Our special guest, Melissa Gonzalez, joins the podcast to discuss how retailers should rethink their environments and in-store experiences to animate the shopping journey.

What should the modern store look like? How should retailers measure the success of omnichannel initiatives such as buy online pick-up in-store? How is the role of the store changing and how can retailers leverage pop-ups to connect with their customers?
We ask these questions and more of our special guest, Melissa Gonzalez, founder and CEO of the Lionesque Group and MG2 Company, an organization that focuses on building human connection in physical spaces as it has produced over 150 brick & mortar experiences across the United States. Melissa joins the podcast to discuss how retailers should rethink their environments and in-store experiences to animate the shopping journey.

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to create the best customer experience possible.

What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?
We ask these questions and more of our special guest, Sylvain Nigra, founder and co-CEO of Retail Performance 360 and former retail director for top luxury brands including Prada, Ralph Lauren, and Michael Kors. Sylvain brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to create the best customer experience possible. He is confident that there’s no time to waste, and that the right technology needs to be in place to enable and empower store associates.

Our special guest, George MacDonald, brings decades of experience as executive editor of Retail Week to talk about the latest trends in the industry.

What does retail localization mean? Are department stores and malls going out of business? What can retailers do to stand apart from their competitors?
We ask these questions and more of our special guest, George MacDonald, executive editor of Retail Week. George has interviewed some of the biggest names in retail and has observed the industry from every angle for decades. In this episode, we talk about the trend of retail localization and whether department stores can live to see another day. George strongly believes that retailers need to re-focus on the customer and throw out the old playbook to survive in a hyper-competitive market.

Our special guest, Alison Hop, joins us to share her experience as Director of Commerce at the Ministry of Supply.

How do retailers such as the Ministry of Supply stand apart from their competitors? Why offer a 100 day return period? What has been the most challenging aspect of the pandemic? Does social media marketing really work?
We ask these questions and more of our special guest, Alison Hop, Director of Commerce at Ministry of Supply. Alison has experience working in the luxury apparel and jewelry businesses, particularly within the eCommerce realm, to elevate brands and better serve customers. She shares with our audience the steps Ministry of Supply has taken to tackle the pandemic head-on and continue delighting customers from afar. One of the keys to the brand’s success without a doubt is their reliance on data and customer feedback when making any decision to ensure it’s really what their customers want.

Our special guest, Jason Goldberg, shares his thoughts on what makes for an excellent shopping experience and where retailers fall short.

How has shopping fundamentally changed? What makes for an excellent online experience, and how many retailers have actually mastered it? Is social commerce worth the hype?
We ask these questions and more of our special guest, Jason Goldberg, Chief Commerce Strategy Officer for Publicis, podcaster, and Retail Geek. Jason is an eCommerce veteran and works with some of the top retailers in the industry to understand what really matters to customers. He’s not a fan of buzzwords, as he thinks they often obscure the real strategy behind them, but at heart, he is an omnichannel super-fan. He strongly believes that the key to success, both online and offline, is removing friction in the buying experience.

Our special guest, Ted McCaffrey, shares his expertise and experience with RFID retail technology to explain why it’s the future of retail.

What is RFID technology and why are retail giants flocking to it? Is it worth the hype? Benefits of RFID? What is RFID used for? and How can retailers, big and small, leverage RFID tags to achieve a more comprehensive and transparent view of their inventory?
We ask these questions and more of our special guest, Ted McCaffrey, self-proclaimed omnichannel enthusiast, former Sales Director at eBay, and consultant for Sensormatic. Ted is an RFID expert, which he believes is the key to achieving inventory visibility and flexible fulfillment. In this episode, Ted provides examples of how retailers such as lululemon have implemented RFID to satisfy their digital-first customers and efficiently scan all of the inventory in their stores within an hour.

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to create the best customer experience possible.

What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?
We ask these questions and more of our special guest, Sylvain Nigra, founder and co-CEO of Retail Performance 360 and former retail director for top luxury brands including Prada, Ralph Lauren, and Michael Kors. Sylvain brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to create the best customer experience possible. He is confident that there’s no time to waste, and that the right technology needs to be in place to enable and empower store associates.

Our special guest, Oliver Banks, joins the podcast to share his experience working with countless retailers on transformation projects to bring them closer to their customers and avoid the apocalypse.

What does retail transformation mean? How can brands know if they’re ready for it? Where do you even start?
We ask these questions and more of our special guest, Oliver Banks, founder and director of OB& Co and host of the Retail Transformation Show podcast. Oliver works with retailers, medium and large, to guide their transformation projects to success, all the way helping them realize the true purpose behind their brand. He strongly believes that transformation has to come from the top and that if senior leadership isn’t bought in, it’s going to be very difficult to deliver the kinds of customer experiences people have come to expect.

Our special guest, Gary Newbury, brings over 30 years of experience in supply chain logistics to talk about the mission-critical challenges facing retailers today.

How can retailers keep up with consumer expectations of fast and free delivery without hurting their bottom line? Is in store fulfillment the future for all, or only for some? What are the top challenges in supply chain faced by retailers today?
We ask these questions and more of our special guest, Gary Newbury, a retail supply chain thought leader with over 30 years of experience addressing mission-critical logistical challenges. He has served as an interim executive at organizations such as Gordon Food Service to deliver an innovative, digitized and supply chain agility.
Gary knows nothing comes free, especially when it comes to fast and profitable fulfillment. He shares with us decades of experience working with retailers to find the gaps in their processes and develop strategies that work for their customers.

Our special guest, George Nahra, brings decades of experience in executing complex digital retail strategies to discuss the root cause behind the so-called retail apocalypse.

Why are all these bankruptcies happening? How can brands stand out from their competition when there are so many options out there?
We ask these questions and more of our special guest, George Nahra, retail strategy and customer insights consultant for GNZ Consulting and advisory board member for the Retail Analytics Council. George has deep expertise in developing and successfully executing complex digital strategies which place the customer in the center. He strongly believes that decisions are being made without considering what the customer wants or needs, how he or she shops, and what would stand the brand apart from the competition.
George brings his experience as both a consultant and an in-house executive to discuss the root cause behind the insolvencies happening left and right in the retail industry today.

Our special guest, Carl Boutet, brings years of experience in retail to discuss the necessary blend between science and art that makes for customer-centricity.

How do we rethink the retail experience post-pandemic? Are impulse purchases a thing of the past? What does the future of retail hold?
We ask these questions and more of our special guest, Carl Boutet, Managing Director of the Quebec Center of Commerce Innovation and Chief Strategist at StudioRX. Carl believes the future of retail is all about meeting your customers where they are and not being afraid of change. The technology is there to achieve amazing experiences if you embrace them.
Join us to learn about Carl’s thoughts on retail culture, the modern store’s optimal design, and the trends you should be looking out for.

Our special guest, Cynthia Hollen, brings over 20 years of experience in retail to talk about the importance of merging online and offline shopping experiences.

Why are retail leaders so unwilling to innovate? Should brick-and-mortar traditionalists be fearing their digitally native counterparts? Is mall-based shopping on its way out?
We ask these questions and more of our special guest, Cynthia Hollen, CEO of Omnitail Strategies. Cynthia has over 20 years of experience working with the world’s top retailers, brands, and wholesalers, and has launched several successful companies herself, including one of the first eCommerce consultancies. In this podcast, she walks us through the challenges and many benefits associated with achieving “omnitailing” (a term she coined).

Our special guest, Miya Knights, has observed the retail industry from above and within and joins the podcast to provide a fresh view on what omnichannel really means and how retailers can achieve it.

What role will new and emerging retail technology play in the modern store? How can retailers change and adapt at the same pace as customers? Is Amazon on its way to monopolizing retail? Why are so many retail giants still resistant to change?
We ask these questions and more of our special guest, Miya Knights, the Director and Publisher of Retail Technology News. Miya has nearly 20 years of experience as a journalist, editor, author, and research director, and she regularly appears on networks such as BBC and Sky News to comment on emerging retail trends and retail technology. She’s been able to observe the retail industry from above and within, and she joins the podcast to share with us her thoughts on the glacial pace of change from top players, the retail technology necessary to enable omnichannel experiences, and why retailers need to stop thinking in terms of channels and departments. Miya is convinced that retailers must learn from tech giants like Amazon in order to create a truly memorable experience that puts the customer above all else.

Our special guest, Rachel Williamson, brings over 30 years of experience in brick-and-mortar retail to advise our audience on how to provide the best possible in-store experience.

In what ways was COVID a blessing in disguise in pushing retailers to adopt customer journeys they should’ve taken on board a while ago? What trends should retailers be skeptical of implementing? What should digitally native brands know about opening their first retail locations, and what should brick-and-mortar old schoolers do to keep up with their online counterparts?
We ask these questions and more of our special guest, Rachel Williamson, owner and CEO of Running Great Stores. Rachel brings over 30 years of experience in brick-and-mortar retail working across a range of organizations starting with mom and pops all the way to the GAP.
Rachel now devotes her time to consulting and advising retailers on the best ways to spend their dollars, how to create their own pathways to success as opposed to copying what everyone else is doing, and how to pivot on a dime.

Our special guest, Bob Phibbs, shares his experience maximizing sales growth for retailers by focusing on the human aspect instead of battling over tech.

How do you achieve a truly customer-centric experience? What training is required to build a successful team? How do you unify your online and offline worlds to provide a holistic shopping journey?
We ask these questions and more of our special guest, Bob Phibbs, CEO of the Retail Doctor and recognized sales coach. Bob dedicates his time to helping retailers, from your mom-and-pop to big-box names, motivate their sales teams and elevate their customer service. He believes that brick and mortar retailers are letting online shopping win by trying to fight tech with tech instead of investing in people.
In this podcast, we explore Bob’s view on an employee-driven approach to retail success.

Our special guest, Chris Walton, brings over 20 years of experience in retail to talk about the importance of omnichannel and how retailers might actually achieve it.

What does omnichannel really mean? How many retailers have actually achieved it? If not, what’s stopping them?
We ask these questions and more of our special guest, Chris Walton, founder and co-CEO of Omni Talk, one of the fastest-growing blogs in retail. Chris has experience across virtually every discipline in retail, so you can trust he knows what he’s talking about when he says omnichannel is the only way forward for retailers. In this podcast, he walks us through the 5 stages of omnichannel, where most retailers get stuck, and how to get out of the rut.
Combining technological knowledge with operational expertise and a passion for the subject, Chris is committed to steering retailers down the right path.

Our special guest, Ron Thurston, brings over 25 years of experience in brick-and-mortar retail to enlighten us on the evolution of physical retail and the changing retail culture.

How has the retail culture evolved with the rise of eCommerce? Is physical retail dead? If not, how does it have to change to keep up with customer trends and preferences?
We ask these questions and more of our special guest, Ron Thurston, Vice President of Stores at Intermix and author of Retail Pride. Ron’s book is unique in the retail industry, which is lacking in reading and educational material for store associates and store managers looking to learn how to further their careers and optimize the retail customer experience. Ron joins us to discuss what makes for a truly customer-centric retailing experience, why physical retail isn’t dead in the age of digital, and why we should merge the online and offline shopping realms to achieve truly unified retail commerce and experiential retail.
With over 25 years of industry experience, Ron can say with confidence that personal relationships and store associates have an increasingly important role to play in omnichannel retail, and that retail leaders must embrace omnichannel as they look to 2021 and beyond.