Retail Remix: Recent Episodes

Retail TouchPoints

The rules of retail are constantly changing. Today, we're in an exciting new era where brands can differentiate through experience and use technology to connect with customers in new and exciting ways. Retail Remix is a new podcast series brought to you by Retail TouchPoints, the industry's leading source for news, insights and research for all things customer experience. Every week, we sit down with someone who is helping put a new spin on the retail experience. Hear from the top practitioners, analysts and innovators in retail, and see what new engagement opportunities await.

In today's highly competitive retail landscape, private label brands have emerged as a powerful force, capturing the attention of both consumers and retailers alike. Once considered a category of cheap generic alternatives, private label has undergone a remarkable transformation and become a way for retailers to differentiate.

In this episode of Retail Remix, host Alicia Esposito chats with Todd Maute, who is a partner at the brand strategy firm CBX, to dig into how retailers can build robust and relevant private label brands. Listen to learn about:

Changing consumer behaviors, especially in light of economic uncertainty and volatility, and how these trends impact the private label industry;
Why it has been challenging for retailers to harness the power of their private label brands;
Data-driven strategies for building and promoting private-label brands.

RELATED LINKS

Learn more about Todd here!
Learn more about CBX.
Read more about private-label trends on Retail TouchPoints.

The future of commerce is marked by resilience, diversification and a willingness to embrace technological change.

Square's third annual Future of Commerce report sheds light on this optimism, including how businesses are embracing new revenue streams through services and partnerships, implementing cutting-edge technologies to power connected experiences and using AI to drive efficiency.

In this episode of Retail Remix, host Alicia Esposito chats with Roshan Jhunja, Head of Retail at Square. The pair dig into the report and other research the company has conducted. Listen to learn:

How retailers can embrace diversification to meet customer needs and boost revenue results;
Ways to capitalize on Gen Z’s desire to support local small businesses; and
Why the evolution of AI and other cutting-edge technologies is creating new growth opportunities for brands of all sizes.

RELATED LINKS

Connect with Roshan here!
Learn more about Square.
Read the report, Future of Commerce: 2023 Edition
Download Square and Afterpay’s State of Retail Report

Read more about digital commerce trends on Retail TouchPoints.

The beauty and skincare markets are growing increasingly crowded and competitive, but Covey Skincare has managed to stand out thanks to the powerful influence of its founders and a streamlined, science-backed methodology.

In this episode of Retail Remix, host Alicia Esposito chats with Asha Talwar Coco, CEO of Covey Skincare. Tune in to gain a deeper understanding of how Covey has tackled this challenge and discover actionable takeaways for your own business in this rapidly evolving industry. Listen to learn:

How friends Emily DiDonato and Christina Garcia used their personal and professional lives to inspire the brand vision;
Covey's approach to brand storytelling and how it influences all stages of the funnel;
How Covey actively involves its community, or “flock," through social media and user-generated content; and
Covey’s playbook for growth and expansion and how different distribution channels will play a role.

RELATED LINKS

Connect with Asha here!
Learn more about Covey Skincare.

Read more about DTC trends on Retail TouchPoints.

If brands want to connect with the hearts and minds of today's consumers, they need to foster a vibrant community across all channels. Dormify, the brand designed to serve young consumers outfitting dorms and other small spaces, uses its ambassador program to guide major decisions, from product development to marketing and brand expansion.

In this episode of Retail Remix, host Alicia Esposito chats with Amanda Zuckerman, Co-founder, President, and Chief Brand Officer of Dormify to dig into how the brand activates and engages its community to forge more meaningful connections and drive customer loyalty. Listen to get insights into:

How Dormify adapts and evolves its community initiatives as consumer behaviors evolve;
The unique role that content plays in engaging this community across all channels;
How Dormify empowers customers through virtual styling service and self-service tools; and
Why partnerships are the key to expanding and improving the value of community efforts.

RELATED LINKS

Connect with Amanda here!
Learn more about Dormify.
Follow Dormify on Instagram and TikTok.
Check out Dormify’s Bed Visualizer!
Read more about self-service trends on Retail TouchPoints.

Generative AI has garnered a lot of buzz (and debate) in the retail industry. Although the technology is still relatively new to many brands, some have tested the tech and realized clear benefits, especially within marketing and ecommerce.

In this episode of Retail Remix, host Alicia Esposito chats with Sarah Coles, who drives go-to-market strategy for Persado. Persado is a "motivational AI platform" that uses generative AI to create personalized campaigns and experiences that motivate consumers to engage and act. During their conversation, Alicia and Sarah explore this exciting new world of ecommerce and how generative AI can help improve marketing efficiencies, reduce cart abandonment and drive ROI. Listen to learn:

Why brands need to ensure the generative AI output reflects their brand voice and goals to be most effective;
How marketers still need to analyze the output and use it as a starting point, not a replacement for human creativity; and
The opportunities for brands to experiment with different generative AI use cases and applications to find what works best for driving business impact.

RELATED LINKS

Connect with Sarah here!
Learn more about Persado.
Dig into Dynamic Motivation for Real-Time Personalization.
Download the ultimate CMO guide to generative AI.
Read the generative AI series on Retail TouchPoints.
Get more expert perspectives from the Persado team.

Marketers understand the importance of both brand and performance marketing. Brand marketing aims to create a strong brand identity over time, while performance or demand marketing focuses on delivering measurable results such as lead generation, sales and revenue. The real challenge for modern marketing teams is balancing the two strategies while ensuring long-term goals are not compromised. So, how can marketing teams invest their resources in creating content that delivers immediate results and long-term value for their brand?

During this episode of Retail Remix, learn how to balance brand and performance marketing by getting tips from Ilene Richardson, Founder and CEO of Imaginary Content, a company that helps brands navigate new content and commerce realities. Listen to learn:

How to prioritize investments in both brand and demand marketing;
Which channels and platforms are rising to the top in strategic marketing conversations;
How to approach these topics amid new financial pressures; and
The importance of measuring the impact of content to optimize investments and maximize reach.

RELATED LINKS

Connect with Ilene here!
Learn more about Imaginary Content.
Learn more about content impact trends at Retail TouchPoints.

Consumers today demand seamless and personalized shopping experiences across all channels – that even applies to the checkout experience. But the reality is the payment process is still cumbersome and complex online.

Shilpi Narang, SVP of Customer Experiences at Bolt, believes that identity can help unlock shopping innovation on any surface. During this episode of Retail Remix, hear how the payment experience can be reimagined to boost conversions and drive long-term loyalty. Listen in to learn about:

Why the “last mile” of the purchase experience is so challenging for brands and retailers;
Real-world examples that showcase innovation in the payment experience; and
How a more collaborative and cross-functional approach to the buying journey impacts how employees use data to improve and optimize digital experiences.

RELATED LINKS

Connect with Shilpi here!
Learn more about Bolt.
Read about fad vs. timeless fashion and ecommerce trends.
Learn how to create lifetime customers.
Learn more about digital CX trends at Retail TouchPoints.

ThredUP's annual resale report predicts that the U.S. resale market will reach $70 billion by 2027, outpacing the growth of traditional retail by 9X. Why? Because consumers, especially Gen Z, are looking to make smarter, more eco-friendly buying decisions. Brands like American Eagle are tapping into this growing market by partnering with thredUP to offer innovative programs through apps like Snapchat that appeal to their young, digital-savvy customers. These initiatives reflect the brand's DNA and cater to their customer's preferences, a trend that thredUP believes more brands will embrace in the near future.

During this episode of Retail Remix, our host Alicia Esposito talks with Anthony Marino, President of thredUP, about the evolution of the resale market and how retailers are taking a “phygital” approach to tie the entire shopping experience together. Listen in to learn about:

The universal challenges companies face bringing resale to market;
Ways to integrate resale into the broader customer experience and innovate through new experiences; and
How resale can coexist with the brand through the help of partners like thredUP.

RELATED LINKS

Connect with Anthony here!
Browse thredUP’s latest products.
Learn more about thredUP's Resale-as-a-Service offering.
Check out thredUP’s annual resale report.
Learn more about resale trends at Retail TouchPoints.

For years, retail industry experts discussed augmented reality (AR) at a high level. Now, we're finally seeing the technology being used in creative and innovative ways.

During this episode of Retail Remix, our host Alicia Esposito speaks with Neil Redding, Head of Product at Auki Labs, about how AR can drive the entire customer experience, from discovery to conversation. Neil also shares how his company is fueling AR innovation by helping people, technology and AI interact in physical spaces to drive the future of shopping. Listen in to learn:

Where the industry currently embraces AR and how other unique companies are experimenting with AR in their shopping experiences;
What needs to happen to bring digital information and data into stores successfully; and
How Auki Labs is helping retailers think more creatively and innovatively in leveraging AR in stores.

RELATED LINKS

Connect with Neil here!
Learn more about Auki Labs.
See the technology in action.
Read Auki Labs’ stance on augmented reality.
Learn more about augmented reality trends at Retail TouchPoints.

Shoppers are looking for more immersive in-store experiences – from personalized attention to customization and convenient access to products. But crafting the perfect in-store experience means understanding what your customers expect and incorporating technology thoughtfully to empower both shoppers and associates.

During this episode of Retail Remix, our host Alicia Esposito chats with Beth Warren, SVP of Marketing for Creative Realities, a company that helps brands select and implement the right in-store technology for their experience goals. The pair chat about the new era of store design and experience, and how brands can uncover new opportunities for innovation. Listen in to learn about:

The importance of contextualization in retail;
How operational efficiency plays into the in-store experience; and
The unique role of content in influencing store behaviors.

RELATED LINKS

Connect with Beth here!
Learn more about Creative Realities.
Read about why retail media networks are the future of in-store experiences

Learn more about in-store experience trends at Retail TouchPoints.

The modern shopping experience is about creating immersive, personalized experiences for shoppers. What better way to make your customers feel seen and appreciated than by tailoring ads and promotions to them? By leveraging data-driven advertising strategies like targeted campaigns and segmenting audiences, brands can create more effective campaigns that point toward what customers need and what they don't even know they need yet!

During this episode of Retail Remix, host Alicia Esposito chats with Elisabeth Rommel, General Manager of Global Advertising Growth at eBay. The pair chat about Elisabeth’s unique history in the industry, lessons learned, best practices and insights to help you navigate the ever-evolving advertising world. Check out this episode to get insights on:

How eBay is tracking (and responding to) evolving consumer needs via its marketplace;
The evolving advertising landscape, and how brands can use data to fine-tune their investments;
How the advertising arm of eBay is helping drive shopper and seller growth through various advertising offerings.

RELATED LINKS

Connect with Elisabeth here!
Learn more about eBay Ad’s Christmas Spend trends.
Learn more about industry advertising trends at Retail TouchPoints.

Every brand and retailer seems to be talking about Gen Z or Gen Alpha. But new data from GWI shows that there is more to millennial consumers than meets the eye...and businesses need to take note.

During this episode of Retail Remix, we dig into the data with Consumers Trends Manager Laura Connell. She shares:

How new life stages are impacting category trends and channel usage;
Whether sustainability and inclusivity influence brand loyalty;
Which social platforms are influencing content consumption and product purchases; and
How the metaverse will impact the future of brand engagement — even among these older consumers.

RELATED LINKS

Download a copy of the U.S. Millennial Report
Get global perspectives on millennial consumers
Uncover how millennials (and other consumers) will interact in the metaverse

TOMS was an early pioneer of the purpose-driven retail model. Although many know the brand for its one-for-one approach to charitable giving, the brand recently underwent a transformation that included rethinking its approach to social impact.

To get the scoop, we brought Amy Smith, who is the Chief Strategy & Impact Officer for TOMS, on the show. She shared how her role within the company has transformed with the brand’s evolution, and how she and the broader team have:

Balanced mission and values with product innovation and strategic growth;
Implemented new initiatives, including WEAR GOOD and TOMS 10x10, and lessons learned along the way; and
Integrated customer and employee feedback into the model to ensure they're addressing the issues that matter.

RELATED LINKS

Learn more about TOMS
Get more details about TOMS 10x10

We’ve all fallen for it: The point-of-purchase display that has a plethora of small items you just have to have. Some brands and retailers are realizing there’s power in creating similar experiences online.

However, few have truly mastered the checkout experience, using data to feature relevant products and services that boost basket sizes. During this episode of Retail Remix, we chat with Ashley Firmstone, SVP of Customer Success for Rokt, to find out why. She shares:

Why data disconnects are preventing retailers from "seizing the transaction moment”;
How the rise of media networks and advertising services in retail is making the checkout page prime real estate; and
User experience lessons from AMC and other brands.

RELATED LINKS

Learn more about Rokt
Follow Rokt on LinkedIn

PacSun is one of the most beloved brands among Gen Z consumers. Tyler MacDonald attributes the retailer’s longevity to its focus on being authentic and relevant across all channels.

As Senior Manager of Influencers and Social Media, Tyler leverages a core strategy that revolves around four core pillars:

Nostalgia;
Humor;
Being trend-focused; and
Being raw and organic.

During this episode of Retail Remix, we dig into this strategy, and how PacSun leverages its highly engaged network of influencers to drive success across TikTok, Instagram, the metaverse and more.

RELATED LINKS

Learn more about PacSun
See additional coverage about PacSun on Retail TouchPoints
Register for the Retail Innovation Conference & Expo to get more insights from Tyler on PacSun’s social strategy

There was no shortage of trends poised to disrupt the retail industry this year — from sustainability to the metaverse. But which trends actually made an impact, and which were just hype?

During this special, rapid-fire episode of Retail Remix, we dig into the Big 8 trends spotlighted by January Digital in early 2022. Vic Drabicky and Sarah Engel dig into:

How these key trends have shaken out over the past 10 months;
Which brands and retailers are investing in these areas and have seen success; and
Tactical learnings and best practices to shape 2023 investments and strategies.

RELATED LINKS

Learn more about January Digital
Read about the Big 8 Trends
Follow Sarah and Vic on LinkedIn

Consumers are searching for product information on a host of new channels, from marketplaces to social networks, but Google still plays a key role in the customer experience.

But that doesn’t mean Google isn’t taking cues from these new consumer behaviors to shape product and experience innovation. During this special episode of Retail Remix, Lilian Rincon, Senior Director of Product for Shopping at Google, shared detailed insights about nine new features and tools that are making it easier for consumers to shop via Google. On the heels of the company’s SearchOn event, Lilian shared more context into the implications for retailers, including:

The impact of contextual, image-based search;
How in-depth, full-funnel content can build shopper trust and accelerate decision-making; and
Why 3D imagery is a powerful conversion tool for online retailers.

RELATED LINKS

Learn more about Google’s new shopping features
See RTP’s coverage of the Google SearchOn event

Nikki Baird is no stranger to tough conversations. She has held roles as a retail technology executive and an industry analyst, so she knows what it takes to assess, challenge and prioritize new trends and tech investments. Now, as VP of Strategy for Aptos, her job is to discuss the unique challenges and priorities of retail clients, and how they should shape their technology roadmaps.

During this week’s Retail Remix, Nikki gets real about innovation in retail, and offers her unique perspective on:

Whether the economic climate has stalled or jumpstarted innovation discussions;
Which roles and titles drive innovation decisions and investments, and how practitioners can get a seat at the planning table; and
How tech investment priorities are shifting as omnichannel becomes central to successful retail businesses.

RELATED LINKS

Learn more about Aptos
Explore Aptos’ Unified Commerce resource hub
Request an Aptos demo

If you have a cooler or an insulated lunch bag, you likely have an Igloo product. Although the brand has such a vast wholesale network, a direct-to-consumer (DTC) experience was key to establishing a direct line of communication with consumers to build out its product portfolio.

Early on, the focus was on acquisition. But then, Kizzy Ezirio, Digital User Experience Director at Igloo, and her team wanted to focus on using direct engagement channels to collect more robust data about customers and have more intimate conversations. That’s how Igloo’s SMS strategy has made a big impact. During this episode of Retail Remix, Kizzy joins Tivan Amour, GM of Conversational at Attentive, to discuss how to:

Build out a high-quality list to support SMS strategies;
Combine triggered messages and high-touch, personalized messages to create a seamless experience that aligns with consumers’ unique preferences and expectations;
Integrate high-quality content and compelling incentives into SMS messages to drive engagement and action; and
Use data to refine and optimize SMS strategies and the overall digital brand experience.

RELATED LINKS

Learn more about Attentive Concierge
Learn more about Igloo

As one of the founders of Max Brenner, the highly popular chocolate brand and restaurant chain, Oded Brenner was considered the world’s real-life Willy Wonka.

Now, after a brief hiatus, he’s embracing his inner “business artist” and building a new brand: Blue Stripes. While both businesses are connected by a core ingredient, the cacao fruit, Blue Stripes is leaning into CPG and a mission rooted in sustainability. During this episode of Retail Remix, Oded shares his founder story and:

Why the cacao fruit presented opportunities for product innovation and ideation;
How he approaches brand development and storytelling for such a niche story and value proposition; and
Why he is prioritizing wholesale partnerships over direct-to-consumer (DTC) sales.

RELATED LINKS

Learn more about Blue Stripes
Shop Blue Stripes online
Find Blue Stripes products in a store

Frost Li has a rich history in tech, and she even helped Wish build out its growth division. In fact, it was during her time at Wish that she discovered her fascination with retail and, specifically, helping retail brands grow.

Social commerce has become a key method for brands of all sizes to reach their audiences and grow market share, however, different platforms have walled gardens and limited capabilities that prevent merchants from reaching their full potential. During this week’s Retail Remix, Frost shares why she wanted to design a solution to help retailers own the social commerce experience and how brands can:

Directly connect with consumers with rich branded and user-generated content;
Combine live shopping experiences and livestreams with static and immersive content experiences; and
Use data to understand consumers’ consumption behaviors and preferences to create more curated content experiences.

RELATED LINKS

Learn more about Social Chat
Redeem a special offer to test Social Chat today!
See the latest news and insights on social commerce

After inspiring retail pride on a global scale, author and industry legend Ron Thurston is bringing his passion and perspectives on the road...literally. He has been traveling the U.S. in an airstream, stopping in different towns and sitting down with the people powering retail stores.

He took time out of his adventure to sit down for this episode of Retail Remix. Listen in and learn:

What’s really happening in retail across the U.S. (and beyond big cities);
How to combat “the Big Quit” and create a culture of listening, learning and improving; and
Technologies Ron believes are helping improve alignment and engagement from HQ to the store.

RELATED LINKS

Listen and subscribe to ‘Retail in America’
Connect with Ron Thurston on LinkedIn

When we think of customer experience, the awareness, education and engagement stages of the shopping journey come to mind. In fact, merchants tend to focus on everything that comes before conversion. But as consumers pay more attention to ease and speed of fulfillment, the post-purchase experience is becoming a top priority.

During this episode of Retail Remix, Narvar’s Founder and CEO Amit Sharma offers his insights on:

Why the post-purchase experience has been overlooked and what retailers risk losing if they continue to ignore it;
Ways merchants can orchestrate post-purchase communication to create transparency and build trust;
The power of personalized content and helpful resources to maintain customer engagement and set a foundation for long-term loyalty.

RELATED LINKS

Learn more about Narvar
Download the latest research on returns behaviors
See more coverage on Narvar

Amazon aggregators took the ecommerce world by storm during the height of the COVID-19 pandemic. But now, as these companies navigate economic volatility and shifts in the investor market, they’re focusing on building viable business models with long-term potential.
For this Retail Remix episode, we revisit a session from the 2022 Retail Innovation Conference & Expo, which features executives from three of the top Amazon aggregators: Acquco, Elevate Brands and Perch. In conversation with Nicole Silberstein, Ecommerce Editor for Retail TouchPoints, they discuss:

Their unique approaches to identifying and growing Amazon brands using data;
How they’re navigating market volatility and the stabilization of COVID-19 online shopping behaviors; and
Tips and recommendations for building an “acquisition ready” marketplace business.

Gen Alpha is gaining more spending power and, in turn, more influence on the retail industry. That is why retailers like Kids Foot Locker are focused on creating unique opportunities for these consumers to interact with each other and with the brand.

On Retail Remix, we revisit a recent conversation with Jill Feldman, VP and General Manager of Kids Foot Locker. She shared:

How Gen Alpha behaviors differ from Gen Z;
Why millennial parents are driving these behaviors and expectations;
How Kids Foot Locker is leveraging its associates to cultivate authentic relationships with customers; and
Ways social media, the metaverse and stores create unique opportunities for the retailer to engage its community.

RELATED LINKS

Learn more about Kids Foot Locker
Dig into the metaverse opportunity

Changing consumer behaviors and the impact of shopping holidays like Prime Day are encouraging marketing teams to rethink the traditional holiday calendar.

In fact, Julie Van Ullen of Rakuten Rewards believes that brands need to look at holidays, promotions and rewards initiatives through an integrated and holistic calendar. During this episode of Retail Remix, she shares her perspectives on how marketing teams need to evolve. Listen to learn:

How inflation and economic volatility are shifting consumer behaviors;
Why shopping holidays like Prime Day are elongating the holiday season and affecting the influence of traditional holidays;
Who should collaborate to align on a comprehensive marketing strategy that spans offers, rewards and loyalty initiatives; and
How to use data to power decision-making.

RELATED LINKS

Learn more about Rakuten
See RTP’s coverage on Prime Day
Get the new marketing rulebook

Inflation. Shifts in consumer spending. New digital behaviors. There are several trends that could shake up the gifting space, but as we head into the holiday season, brands and retailers need to think about how they can turn these challenges into new opportunities.

Are you ready to differentiate and drive revenue through personalized gifting experiences? During this episode of Retail Remix, GiftNow’s John Grech and host Alicia Esposito discuss:

The behavioral shifts impacting the gifting space;
Whether economic volatility and the threat of a recession will impact gifting during the holiday season; and
How brands can harness the psychology of gifting, and the power of digital technology, to create a more enjoyable online experience.

RELATED LINKS

Learn more about GiftNow
Download Retail Gifting Solutions 101
DownloadCorporate Gifting 101: What It Is and How It Works
Get a copy of Unpacking Holiday Gifting: Shoppers’ Plans andRetail Opportunities from Coresight Research

In the past, consumers who wanted to get their ears pierced had two options: tattoo shops and the mall. According to Louisa Schneider, the mall-based piercing experience in particular felt uncomfortable and impersonal.

She knew there was a better way and that’s why she started Rowan. Now, the ear-piercing brand is growing steadily, thanks to its super-fun studio experience, a successful partnership with Target, and a loyal base of licensed nurses who act as the brand champions and piercing squad.

It’s never been easier for a brand to gain a foothold online, but even the most innovative brand can only go so far until it needs to invest in its ecommerce experience. Unfortunately for smaller brands, their limited budgets can make it seem like those experiences will always lag behind the bigger brands. One solution? No-code automation.

On this week’s episode, host Alicia Esposito chats with Mason Co-founder Kausambi Manjita about how she’s helping brands find the tools required for ecommerce success today. Tune in to discover:

How no-code automation inspires ecommerce innovation;
What’s driving engagement and revenue potential in ecommerce today; and
How the “age of access” is changing the requirements for ecommerce success.

RELATED LINKS

Learn more about Mason

Before she founded Parachute, CEO Ariel Kaye had a deep background in consumer behavior research. She used her rich history in understanding and learning to connect with people to create the basis for her business.

Although Parachute started in bedding, the company has expanded strategically into adjacent categories, including bath goods, décor, furniture and even loungewear. During this episode of Retail Remix, Ariel joins us to share her unique perspectives on the brand’s growth, including:

How evolving consumer behaviors and lifestyle shifts impacted Parachute’s expansion strategies;
Ways to use strong values and a positive brand purpose to drive employee retention and community building;
The next stages in Parachute’s growth, from new executive hires to opening new stores, offering more robust omnichannel services and doubling down on sustainability.

This week’s episode is brought to you by TaxJar
From marketplaces to social selling, the opportunities for e-commerce retailers to grow their business have never been better. But selling on more platforms and in more regions means increasingly complex sales tax requirements. TaxJar automates the entire sales tax compliance lifecycle for retailers, including real-time calculations, multichannel reporting, nexus calculations and automated filing. They simplify your sales tax so you can focus on the important stuff, like developing great products and attracting customers. Visit www.taxjar.com to learn more.

RELATED LINKS

Learn more about Parachute
See Parachute’s latest entry into Pop-In@Nordstrom

We’ve all heard that the customer has more control over the shopping experience, but that hasn’t stopped most retailers from sticking with their same-old business strategies. Joel Bines believes now is the time for retailers to act — and he has a playbook for success.

During this episode of Retail Remix, Joel digs into his book, “The Metail Economy: 6 Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution.” He shares:

How the me-centric consumer revolution began and the technologies that have accelerated it;
Why this revolution sparked the rise of authenticity in marketing, sustainability and other hot retail trends; and
Tips to help retailers use deep customer understanding to identify and prioritize investments.

This week’s episode is brought to you by TaxJar
From marketplaces to social selling, the opportunities for e-commerce retailers to grow their business have never been better. But selling on more platforms and in more regions means increasingly complex sales tax requirements. TaxJar automates the entire sales tax compliance lifecycle for retailers, including real-time calculations, multichannel reporting, nexus calculations and automated filing. They simplify your sales tax so you can focus on the important stuff, like developing great products and attracting customers. Visit www.taxjar.com to learn more.

RELATED LINKS

Learn more about Joel’s book
Learn more about AlixPartners

In his time at Timberland, Bevan Bloemendaal drove global retail experiences and creative services. He helped bring the brand’s sustainability mission to stores and helped establish new processes for teams across the organization to collaborate to bring physical and digital together.

Now, as Chief Brand and Creative Officer at NELSON Worldwide, Bevan is helping shape brand experiences for brands across industries. During this week’s Retail Remix, he digs into the trends shaping the future of retail specifically, including how:

Consumers’ demand for sustainable business practices will impact future store design projects and concepts;
Retailers can use digital elements thoughtfully to bring their brand promise to life; and
Sensory elements are bringing physical storytelling to the next level.

This week’s episode is brought to you by TaxJar
From marketplaces to social selling, the opportunities for e-commerce retailers to grow their business have never been better. But selling on more platforms and in more regions means increasingly complex sales tax requirements. TaxJar automates the entire sales tax compliance lifecycle for retailers, including real-time calculations, multichannel reporting, nexus calculations and automated filing. They simplify your sales tax so you can focus on the important stuff, like developing great products and attracting customers. Visit www.taxjar.com to learn more.

RELATED LINKS

Learn more about NELSON Worldwide
Download RTP's latest story design and experience research report
Access more exclusive content about new store concepts

As the ecommerce universe expands, brands and retailers have more opportunities to reach and sell to consumers. Although digital channels can help companies realize a lot of value, they also can create a lot of complexity, especially because all of these different channels have different data requirements and content best practices.

Greg Ives and Bradley Hearn of ChannelAdvisor have seen this complexity first-hand and have guided B2C companies as they strive to bridge their owned ecommerce sites, marketplaces, social platforms and more. During this week’s Retail Remix, they discuss:

The data and content required to create a seamless and consistent experience;
How brands and retailers can navigate an expanded ecosystem and develop a strategy that aligns with the evolved customer journey; and
Why the rise of “shoppable media” is changing the playbook for effective ecommerce strategy.

This week’s episode is brought to you by TaxJar
From marketplaces to social selling, the opportunities for e-commerce retailers to grow their business have never been better. But selling on more platforms and in more regions means increasingly complex sales tax requirements. TaxJar automates the entire sales tax compliance lifecycle for retailers, including real-time calculations, multichannel reporting, nexus calculations and automated filing. They simplify your sales tax so you can focus on the important stuff, like developing great products and attracting customers. Visit www.taxjar.com to learn more.

RELATED LINKS

Learn more about ChannelAdvisor
Dig into the latest ecommerce coverage
See how you can master global digital expansion

Digital channels are so powerful for retailers because they offer a wealth of data about how consumers are interacting with content, products, offers and more. As digital gets more embedded into our everyday lives, retailers are using technology and data-powered solutions to support their goals.

During this week’s Retail Remix, Parrish Chapman, Director of Enterprise Sales Key Accounts at Samsung shares how retailers can:

Embrace technology to create seamless experiences, from the couch to the store;
Use data and analytics to test and optimize the store experience; and
Integrate branded, shopper and community content from social networks to enrich store experiences.

RELATED LINKS

Download the guide to support your new store vision
Learn more about Samsung retail solutions

Fit is a leading cause for product returns. And as consumers shop more online and via their mobile device, they want to ensure they’re selecting the right products and sizes for their needs. Sure, there are many fit tools out there, but FIT:MATCH was designed to add more dimension (literally) to the process, creating more accurate fit recommendations and better curation for consumers.

During this week’s conversation, we hear from the company’s founder and CEO, Haniff Brown, as he shares:

His vision for FIT:MATCH and how the past two years have set a powerful foundation for the business’ growth roadmap;
The direct and indirect benefits of more robust fit technology, and how to sell the investment to key stakeholders; and
How the FIT:MATCH technology supports the creation of accurate digital twins, which can be used and shared across the entire retail ecosystem to better support customer needs and pain points.

RELATED LINKS

Learn more about FIT:MATCH
Watch the video to see the tech in action
Read about FIT:MATCH’s venture into stores

It seems like any retailer can open a marketplace today...and many are. As the space becomes more crowded, these platforms need to work harder to stand out.

That’s why Italic is leaning into a very specific value proposition: A vertically integrated model that gives consumers access to luxury-grade products at a fraction of the price. During this week’s Retail Remix, Jeremy Cai, Founder and CEO of Italic, gives the scoop on:

How his roots in manufacturing inspired him to start the Italic business;
Why curation has helped the company provide more value to the customer experience; and
How Italic has iterated and evolved its membership program and marketing mix to maximize acquisition and value.

This week’s episode is brought to you by Emarsys.

Are you a marketer looking to hit it out of the park with better one-to-one interactions with consumers? Then look no further! Customer engagement platform, Emarsys, is holding a series of Omnichannel Strategy Workshops across the U.S. this summer to help those with a goal of creating a consistent brand experience. To find out how Emarsys can help you, visit www.emarsys.com.

RELATED LINKS

Learn more about Italic.
Read Retail TouchPoints’ latest coverage on marketplaces.
Watch our on-demand webinar to get your keys to marketplace success.

We’ve all seen the data: when brands share user-generated content (UGC), consumers trust them more and, in turn, are more likely to make a purchase.

As VP of Marketing for ResellerRatings, Christina Kay lives and breathes UGC. During this week’s Retail Remix, she shares her perspectives on how UGC is driving the future of social commerce. Listen to learn:

How the rise of ecommerce and new channels like TikTok are driving UGC’s shift to video content;
Ways brands can reuse and repurpose content to meet different objectives across all channels; and
The long-tail impact of UGC and how it can impact the customer’s journey, even as she ventures to stores.

After his own scary experience with Teflon poisoning, Jordan Nathan started Caraway to provide a safe cookware option for consumers. But little did Jordan know, shortly after he started his company, the world would be spending a lot more time at home.
During this Retail Remix conversation, Jordan shares what he’s learned building the Caraway brand. He reveals:

How the mission of “clean cooking” comes to life across all channels and engagement moments;
The power of content, especially user-generated content, in building trust and credibility; and
What he has learned about the customer journey for highly considered products during the pandemic.

This week’s episode is brought to you by Emarsys.

Are you a marketer looking for better one-to-one interactions with consumers? Then look no further, as retail technology company, Emarsys, is holding a series of Omnichannel Strategy Workshops this summer to help those with a goal of creating a consistent brand experience. Its first workshop will take place on June 15, at the Dallas-Fort Worth Metroplex. Click here to learn more.

Retail media networks are having a real moment. It seems like everyone is trying to capitalize on this new revenue opportunity, and are taking a page from Amazon’s growth playbook. But why?

For this week’s Retail Remix, we dig into the retail media trend by revisiting a fireside chat between Nicole Silberstein, Ecommerce Editor for Retail TouchPoints, and Jess Huang, a former Partner at McKinsey & Company. During the discussion, which was part of the Retail Innovation Conference virtual experience, they discussed:

The size and growth potential of the retail media network landscape;
Why so many retailers are jumping on this new opportunity; and
How retailers can develop effective (and profitable) retail media models.

RELATED LINKS

Watch the RIC session on-demand
Get more media network coverage
Read more McKinsey perspectives on retail media
Download our latest special report on how to capitalize on the media network opportunity

We’re back from Chicago after a whirlwind few days at the Retail Innovation Conference & Expo!

Our heads are still reeling from all of the incredible content and conversations that took place, so we’re going to break down everything we learned on the podcast.

Join Alicia Esposito and content specialist Erica Vallecorsa as they discuss:

Core themes that supported the entire agenda program, including community-driven commerce and authentic engagement;
How the convergence of digital and physical experiences created connectivity and understanding among all attendees and speakers; and
Why brands and retailers should rethink the role of the metaverse in omnichannel experiences.

As consumers spend more time and money online, brands and retailers need to work harder on optimizing their digital experiences. But where are retailers spending the most time and money?

During this Retail Remix conversation, Alicia Esposito digs into new and compelling research about how retailers are navigating this quickly evolving and increasingly competitive space. She chats with Brian McGlynn of Coveo and Brian Kilcourse of RSR Research about key findings and trends to watch. They will answer key questions like:

How can personalization support acquisition and retention goals?
How can retailers inspire consumers to share more data about their preferences?
How can AI and cutting-edge technology support curated experiences at scale?

RELATED LINKS

Learn more about Coveo
Access the research

Experts predict that social commerce will explode into a multi-billion-dollar opportunity for brands and retailers. But which areas of the social commerce landscape hold the most promise? And most of all, where are the gaps?

During this week’s Retail Remix, we sit down with Ricardo Belmar, Director Partner Marketing for Retail & CPG at Microsoft, who has been closely studying social commerce and all of its parts. Through candid conversation and personal experiences, he shares his thoughts on:

Key developments in social commerce and critical areas of improvement;
Why live shopping is the most under-tapped opportunity in retail and CPG;
The tension between influencer monetization and consumers’ desire for authenticity; and
How the future of content- and community-driven commerce will evolve.

RELATED LINKS

Join Retail Razor on LinkedIn
Connect with Ricardo on LinkedIn
Get more insights on social commerce

Over the past two years, the Buy Now, Pay Later space has exploded. Retailers of all sizes and across categories have embedded BNPL capabilities into their customer experiences to help boost shopper satisfaction and basket sizes.

But how will the tech landscape continue to evolve as consumer and retailer adoption rates rise? During this week’s Retail Remix, Adam Mawdesley, CRO of SplitIt digs into the “fairytale” of BNPL, including:

Current consumer behaviors and how payment preferences have changed;
Different models of BNPL and how the competitive landscape will evolve; and
Ways retailers can effectively navigate this landscape and select the right tech partners for them.

RELATED LINKS

Learn more about SplitIt
Dig into RTP content about BNPL trends

The road to business expansion is not a one-way path. There are multiple routes, complete with twists, turns and bumps along the way. But if brands and retailers want insight into trends that will likely trickle into the global marketplace and impact their future success, they should look at APAC.

To dig into some of the emerging and growing trends in this unique market, we have Julian Reis, Founder and CEO of SuperOrdinary on the show. He shares:

The unique opportunities beauty brands have to build a loyal following in APAC, especially China;
How this market has served as a powerful jumping-off point for key trends, such as live shopping and social commerce; and
Ways retailers in the U.S. can analyze consumer behaviors worldwide to chart their course for future innovation.

RELATED LINKS

Learn more about SuperOrdinary
Dig into Retail TouchPoints content on global expansion

While ecommerce and social media have certainly made shopping easier, they also have made it a bit overwhelming. With instant access to so many brands and products, it’s difficult for consumers to easily weigh options and find the best, safest product. This is especially true if they’re shopping for babies.

Brands like Lalo are attempting to change all that, and they’re seeing a surge in growth as a result. During this week’s Retail Remix, the company’s co-founders, Greg Davidson and Michael Wieder, share the brand’s story, including how:

Content and community are helping build brand trust and credibility;
Influencer and customer fans (including Khloe Kardashian) are creating a powerful ripple effect for demand and growth; and
A combination of entertainment, unique services and community partnerships is helping Lalo break into brick-and-mortar retail.

RELATED LINKS

Learn more about Lalo
Check out the Lalo session at #RICE22

We’re thrilled to have Michael Wieder, Co-founder and CMO of Lalo, joining us as a speaker for the Retail Innovation Conference & Expo. Join us May 10-12 at McCormick Place in Chicago and learn from executive leaders at Target, Coach, Weis Markets and so many more. Podcast listeners get 50% off all passes using the promo code RICE50P07.

Live shopping. Community-driven commerce. Commerce-ready content. There are so many ways social platforms are helping streamline the path to purchase and eliminate the barriers between inspiration and conversion.

Facebook and Instagram are two key channels for consumers to gather and, in turn, are critical platforms for brands to reach and engage with their audience. During this week’s Retail Remix, Kate Gronso, Business Product Marketing Lead at Meta, reveals how the company is embracing new opportunities for social commerce and is developing new products to support consumers and brands alike. Kate shares:

How Meta is assessing consumer behaviors to identify new opportunities to drive community-driven commerce;
The unique role that content plays in supporting social, community-driven commerce experiences; and
Tips and best practices for developing a holistic social commerce strategy that touches consumers across key “moments” in their decision-making journey.

RELATED LINKS

Get more details on Meta’s social commerce solutions
Read more perspectives on live shopping
Dig into a social commerce success story from Jane
Read about how ZOX drives community and commerce

We’re thrilled to have Meta and a panel of retail executives speak about the future of social commerce at the Retail Innovation Conference & Expo. Join us May 10-12 at McCormick Place in Chicago and learn from executive leaders at UNTUCKit, Foot Locker, Vera Bradley and so many more. Podcast listeners get 50% off all passes using the promo code RICE50P07. Register before April 12 to save an extra $300.

Did you know that 68% of consumers actively seek out retailers with omnichannel services and experiences? Results from CI&T’s Connected Retail Report indicate that consumers expect these fluid experiences — and retailers are rising to the occasion.

But which retailers are truly winning at connected retail experiences? Which are investing in creating immersive and differentiated experiences through mobile, ecommerce and even in stores? We dig into the data with Melissa Minkow, Director of Retail Strategy, CI&T. Listen to learn:

How retailers of all sizes accelerated their omnichannel investments during the pandemic;
Why mobile apps can be incredibly impactful drivers of customer engagement and loyalty; and
Ways to ensure your ordering and fulfillment experiences align with your brand differentiators in a more holistic way.

RELATED LINKS

Download a copy of CI&T’s Connected Retail Report
Connect with Melissa on LinkedIn
Register for the Retail Innovation Conference & Expo to see Melissa on stage

Melissa Minkow will moderate a fireside chat featuring Drew Green, President and CEO of INDOCHINO during the Retail Innovation Conference & Expo. Get exclusive details into the brand’s omnichannel roadmap by registering for the event, taking place May 10-12 in Chicago. Podcast listeners get 50% off all passes using the promo code RICE50P07. Register before April 12 to save an extra $300.

Having a fast, efficient and profitable fulfillment strategy feels like a tall order on a good day, but couple it with inflation, long lead times and other supply chain constraints, and retailers are facing an uphill battle.

Josh Bartel, CEO of Hydrian, knows this firsthand from conversations with executives and his work helping retail businesses optimize inventory management, reduce stockouts and drive profitability. During this week’s Retail Remix, he shares how retailers can:

Better align and collaborate with supplier partners to tackle long lead times;
Effectively allocate inventory and manage orders across their entire fulfillment network;
Use service and marketing to tackle delivery delays.

RELATED LINKS

Learn more about Hydrian
Get more insights from inventory experts

Retail Innovation Conference & Expo
Join executives from Coach, Foot Locker, Brooklinen, e.l.f. beauty and more at the Retail Innovation Conference & Expo, taking place May 10-12, 2022 in Chicago. Podcast listeners get 50% off on all passes using the promo code RICE50P07. Register before April 12 to save an extra $300.(We can take out the last sentence after early bird ends.)

We’re celebrating 100 episodes of the Retail Remix podcast!

We were feeling a bit nostalgic, so the team looked back into the archives and uncovered the five most-downloaded conversations. They paint a fascinating picture about how far the show, and the retail industry, has come over the past two years. Listen to get a summary of these chats, or check out the full episodes:

“How Thrasio Is Helping Amazon Brands Scale,” featuring Stephanie Fox, COO, Thrasio
“Vuori Tripled in Value During the Pandemic. Here’s How,” featuring Catherine Pike, Senior Director of Retail, Vuori
"Data Privacy, Retail Media and the Personalized Store", featuring Milen Mahadevan, President of 84.51°, and Cara Pratt, Senior Vice President of Kroger Precision Marketing
“Inside Shopify Fulfillment Network’s Quest to Drive Last Mile Innovation,” featuring Thomas Epting, Director, Shopify Fulfillment Network
“Retail Design Special: What’s Trending In Stores?”
featuring Aaron Birney, Gensler

Crocs has acquired a cult-like following, especially over the past two years. The footwear brand has leaned into its quirky designs and has expanded its reach through fun patterns, cutting-edge collaborations and its oh-so-fun Jibbitz Charms.

But at the center of Crocs’ incredible expansion is its digital strategy, and Adam Michaels is the man helping drive the brand experience across all channels. During this week’s Retail Remix, Alicia sits down with the Chief Digital Officer to get his thoughts on:

The unique role of marketplaces in driving brand awareness and generating leads;
Why Crocs is doubling down on its app, and how it is creating a differentiated experience with exclusive content and product drops; and
How Adam and his team are investing in infrastructure, content and its people to drive digital experience innovation.

RELATED LINKS

Visit the Crocs site
Download the Crocs app through the App Store or Google Play

Consumers know how to judge the quality of marketing messages. In their mind, that quality has a direct connection to the quality of the brand and the quality of products. However, only 23% of consumers truly believe that retailers understand their wants and needs.

Can brands rise to the occasion and close this relevance gap? Michael Osborne, President of Wunderkind, thinks so. His company has worked with brands like Macy’s, Kendra Scott and UNIQLO in their quest to create more personalized marketing journeys across all channels, and he has some insights, and lessons, to share. Listen to this episode to get his take on:

Marketing’s unique role in revenue generation and loyalty creation;
Why new shifts in data privacy regulations are creating urgency for marketing teams to generate first- and zero-party data through “owned” channels; and
The hidden risks of leveraging highly intimate channels, such as text messaging, without the appropriate messaging and personalization strategy.

RELATED LINKS

Learn more about Wunderkind

Agile has come to the forefront as the new key to store experience success. But agile can’t become a reality without timely, actionable data.

That’s why Julian Mills, CEO of Quorso, believes that, now more than ever, retailers need to focus more on manager empowerment. More specifically, he believes they should focus on providing store and district managers with real-time data that can help them take meaningful action. In this episode of Retail Remix, Julian shares his thoughts on how retailers can:

Address new challenges and complexities in the store;
Provide new, more robust solutions to help managers get a more detailed, real-time view of store trends; and
Embrace agile in a meaningful way across locations.

RELATED LINKS

Learn more about Quorso

Iván Markman has a rich history in the B2B media landscape, and now he’s helping Yahoo shape its solutions for its business clients — especially brands and retailers.

During this episode of Retail Remix, he outlines how the Yahoo business is evolving its solutions and experiences to align with new consumer behaviors. He then digs into new opportunities for brands and retailers to activate and engage consumers through new, highly personalized tactics, such as:

Augmented reality;
Zero- and first-party data-driven marketing;
More detailed and immersive branded content; and
The metaverse.

RELATED LINKS

Learn more about Yahoo’s business solutions
Dig into Retail TouchPoints’ personalization content

Companies like Obsess are revolutionizing the ecommerce experience. Brands and retailers that partner with the company have the power to throw away the traditional site “template” and launch creative and immersive virtual experiences.

At the same time, we’re seeing gaming become a new frontier of user engagement and the metaverse become a new source of “real estate.” Obsess Founder and CEO Neha Singh believes there’s opportunity in both digital worlds, and it’s up to brands to test, learn and adapt. During this week’s Retail Remix, Neha helps us answer some top-of-mind questions, including:

What creative approaches to virtual showrooms really rise to the top?
How will the acceleration of virtual showrooms drive interest and adoption in the metaverse?
How can brands and retailers embrace both strategically to meet their unique business goals?

RELATED LINKS

Learn more about Obsess’ services
Connect with Neha on LinkedIn
Check out new research on metaverse shopping
See RTP’s coverage on all things “metaverse”

The surge in ecommerce sales may look good for retailers. But below the surface, brands now have to grapple with rising return rates that lead to significant costs and material waste.

What’s the primary reason most consumers return their purchases? Fit, of course.

But companies like MySize are bringing the try-on experience beyond the fitting room and into digital commerce. The company’s founder and CEO, Ronen Luzon, sits down with us to discuss:

Why fit is still such an issue for ecommerce shoppers;
How data-driven, AI-powered technology is adding clarity and confidence to the fit experience; and
Ways to integrate fit tech into the omnichannel journey to maximize adoption and customer satisfaction.

RELATED LINKS

Learn more about MySize
Dig into retail’s big returns problem

The National Retail Federation Big Show is, well, a big show for many in the industry...including Retail TouchPoints. Every year, our team is ready to hit the New York City pavement and dig into the trends and topics that are driving the industry forward.

Although the crowd was a little lighter this year and the exhibit hall was a little emptier, the RTP editorial team wasn’t short on rich insights and takeaways. During this special episode, Adam Blair, Nicole Silberstein and Bryan Wassel join Alicia to reflect on their experiences and the topics that resonated with them most. Listen to get their takes on:

The new culture imperative for leadership teams;
New learnings and best practices for sustainability; and
The heightened buzz surrounding the metaverse.

RELATED LINKS

See key takeaways from NRF
Learn how Chewy is investigating new growth opportunities
Read about Ralph Lauren's reinvention for the metaverse
Get additional insights on sustainability
Dig into lessons on embedding diversity into everything

“How do you define social commerce?” The answer may be different depending on who you ask. But Alessandro Bogliari, Co-Founder and CEO of The Influencer Marketing Factory firmly believes that social commerce should be defined as sales that can be completed within social platforms.

Platforms like Instagram and TikTok are rolling out more social commerce capabilities, which is creating significant opportunities for influencers and the brands they partner with. On Retail Remix, Bogliari discusses:

The evolution of influencer marketing and creator partnerships;
Social commerce considerations and strategic best practices; and
Data on how consumers are currently interacting with, and buying on, social platforms.

RELATED LINKS

Learn more about The Influencer Marketing Factory
Get more research and insights on influencer marketing

Over the past 40+ years, Wine Enthusiast has acquired a strong advantage: in addition to its commerce business, it has an incredible media portfolio. But looking forward, Erika Strum Silberstein and her sister, Jacqueline Strum, are working together to bridge the gap between their content and commerce to create a more fluid “wine journey.”

More brands and retailers are trying to integrate powerful content into their customer experiences, and Erika has some great perspectives to help guide their strategies. Listen to learn:

Which tools and tech are supporting Erika’s goals of making shopping online for wine and spirits easier and more fun;
How Wine Enthusiast is using data to understand user intent and create a more fluid customer journey between content and commerce properties; and
The key investments Wine Enthusiast is making beyond content and commerce, including logistics and fulfillment.

RELATED LINKS

Browse the Wine Enthusiast site
See job openings

What does it take to create a base of passionate and engaged associates? This is a top-of-mind question for retailers of all sizes and across categories. That is why in this episode of Retail Remix, we have a panel of experts who want to provide answers and guidance for brands as they set their sights on 2022 goals.

We get to the heart of the issues that matter most to today’s employees, including training and enablement, tech empowerment, and even company culture, wage issues and healthcare. Our panel of experts include:

Oscar Sachs, Co-Founder and CEO, Salesfloor;
Bob Phibbs, CEO, The Retail Doctor; and
Regina Aiello, Vice President Pandora, Ben Bridge Jeweler

RELATED LINKS

Learn more about Salesfloor
Learn more about Bob Phibbs, the Retail Doctor

Accelerated digital behaviors are accelerating the need for more immersive, data-driven customer experiences. That is why 84.51° and Kroger Precision Marketing are focusing on building, and perfecting, the retail media model for its brand and advertising partners.

But how can brands create highly immersive omnichannel experiences while also being mindful of new privacy guidelines and consumer safety concerns? On Retail Remix, Milen Mahadevan, President of 84.51°, and Cara Pratt, Senior Vice President of Kroger Precision Marketing share their perspectives on:

The present and future of the retail media model;
Why retail media needs to go into stores to scale, and how that can really happen; and
The data and reporting required to ensure campaigns perform successfully and customers have the best possible experience.

RELATED LINKS

Learn more about 84.51°
See our latest coverage about retail media

Discount Bandit is a marketplace with one goal: to give consumers access to the best deals on products. But there’s a catch: the listings are “blind,” which means consumers don’t know which retailers are providing these items.

With this unique model, Steven Hong, Discount Bandit’s CEO, has learned a lot about the behaviors and preferences of consumers, especially when they’re in a marketplace environment. During this episode, he reveals what he’s discovered over the years, including:

The ever-present role of frugality in the decision-making process;
How economic volatility has impacted price consciousness, if at all; and
How brands, retailers and marketplaces can collaborate to maximize values for consumers.

RELATED LINKS

Learn more about Discount Bandit.
Read more of Steven Hong’s perspectives on the frugal consumer.
Get more information on the Discount Bandit partner program.

You may have seen headlines that ask a similar question: is Cyber Weekend dead? Taylor Schreiner, Director of Adobe Digital Insights, doesn’t think this reflects the entire story around holiday shopping trends and behaviors.

In this episode of Retail Remix, Taylor gets into the key findings from Black Friday to Cyber Monday, as well as how they were influenced by broader market trends and challenges. Listen in to hear:

How supply chain challenges impact when and how consumers shop;
New trends in device usage and product category demand; and
How hot-button trends, such as omnichannel fulfillment and BNPL, are driving consumer action.

RELATED LINKS

Get the latest updates on Adobe’s holiday research.
See our recap of Cyber Weekend.
Check out more holiday coverage on Retail TouchPoints.

Jim Inglis has a 60+ year career in retail including a long tenure at The Home Depot. With his book Breakthrough Retailing: How a Bleeding Orange Culture Can Change Everything, he reflects on his time with the home improvement retailer and, most of all, what other brands can learn from the company’s rise, stagnation and rebirth.

During this week’s Retail Remix, Jim shares lessons from the retail trenches, including how to:

Create a differentiated brand from the ground up;
Design a culture that employees love;
Tackle logistical issues such as pricing and supply chain; and
Inspire employees to build their skill set and foster a career in retail.

RELATED LINKS

Buy a copy of Jim’s book
Learn more about Jim’s career

Rebag sits perfectly at the intersection of sustainability and luxury. Consumers are becoming more mindful of the products they purchase and how they get to their doorsteps, but at the same time, they also have a hunger for higher quality products that last a long time.

Rebag is capitalizing on these behaviors by creating an ongoing cycle of engagement that encourages clients to purchase and resell merchandise continuously. During this week’s episode, Alicia Esposito takes a look inside Rebag’s client engagement machine with Geronimo Chala, the company’s Chief Client Officer. They discuss:

The state and future of the luxury resale market;
How Rebag invested in its digital experience to capitalize on the surge in consumer demand; and
Why Geronimo focuses on creating a client loyalty loop versus simply driving one-time conversions.

RELATED LINKS

Learn more about Rebag
Register for the Retail Innovation Conference virtual experience to hear how other brands, like e.l.f. Beauty, Petco, Parachute and Neiman Marcus are using cutting-edge tech to create new engagement opportunities.

As an executive, Kristin Smith is always focused on finding “wide open spaces.” She believes these spaces or gaps highlight real customer needs and present new opportunities for businesses to differentiate and grow.

And she found a lot of these opportunities in Fernish, which ultimately inspired her to invest in, advise and join the company as President and Chief Operating Officer. After seeing a significant spike in demand during the pandemic, Kristin and the rest of the team are focused on growth mode. This week, Alicia Esposito chats with her about:

How the Fernish mission has evolved during the pandemic;
The demographic trends driving new expansion opportunities and growth for the business;
Top operational challenges and investments Fernish has had to make as the business scales; and
How collaboration and brand partnerships can inspire innovation.

RELATED LINKS

Learn more about Fernish
Register for the Retail Innovation Conference virtual experience to hear more about how Fernish collaborates with Crate & Barrel to unlock new opportunities.

To create a new product and brand that can compete in the ever-growing ecommerce world, you need an incredible amount of insight. With its proprietary CLAIRE™ intelligence platform, 100.co has the power to map connections between unrelated data to identify which opportunities will drive the most value.

How can other brands and retailers reap similar benefits?
With this week’s Retail Remix, hear how 100.co is using data and powerful analytical capabilities to shape a new era of brand innovation and how you can, too. Get his recommendations for driving private label brand growth by:

Tapping deep customer insight and embracing new analytical channels;
Thoroughly assessing the competitive landscape to identify new gaps and opportunities; and
Embracing strong brand-building techniques to reinforce customer needs and product differentiation.

RELATED LINKS

Learn more about 100.co
Register for the Retail Innovation Conference to learn how other brands, including Gap, are using data and analytics to unlock new business opportunities

Model No. has one key goal: to minimize waste in the home and commercial furniture space. To accomplish this mission, the company has had to focus on building trust and credibility through its customer experience.

During this week’s Retail Remix, Phillip Raub, the CEO of Model No., reveals the brand’s key investments across manufacturing, fulfillment and digital marketing and engagement. Listen to get Phillip’s perspectives on:

How furniture brands can close the knowledge gap using high-quality content and cutting-edge technology;
The future of manufacturing, including micro-factories and 3D printing; and
Why Model No. decided to break into marketplaces and how the brand is making it work.

RELATED LINKS

Learn more about Model No.
Register for the Retail Innovation Conference to learn from more of the industry’s most innovative brands

The elimination of cookies is going to make it essentially impossible for retailers to get the third-party data they need to fuel their personalization initiatives. But with the right methods, your loyalty program can save the day!

During this episode of Retail Remix, Alicia Esposito sits down with Rob Garf and Natasha Janic of Salesforce to discuss all of the major shifts happening in the marketing space, including Apple’s changing privacy guidelines and Google’s removal of third-party cookie tracking, and how that drives major data in loyalty programs. Specifically, they dig into:

The value of zero- and first-party data and how to collect it across channels;
New ways to create value and a mutually beneficial relationship with consumers;
Recommendations (and requirements) for building trust and transparency around data collection practices; and
How to power “data democratization” across the organization, including in stores.

RELATED LINKS

Learn more about Salesforce
Get more insights on how to improve loyalty program performance

If you can distill retail down to a single principle, it’s “supply versus demand.” And pricing is a key way to influence this demand and, most of all, consumer perception of your brand.

But now more than ever, there are so many factors that are disrupting retailers’ pricing strategies, including new competitors, new channels and new economic issues, such as inflation. How can brands and retailers effectively balance them all and still make the best decisions for their business — and their customers? Matthew Pavich of Revionics breaks down how to navigate this increasingly important space by sharing:

How data and analytics can help brands manage consumer expectations and better respond to competitor pricing strategies;
What role omnichannel services and fulfillment strategies play in pricing strategies; and
The impact of inflation and supply chain constraints, especially leading into the holiday season.

RELATED LINKS

Learn more about Revionics

Over the course of the pandemic, consumers’ buying needs completely changed. Some consumers switched suits for athleisure, while others focused less on a full face of makeup and more on clean skincare.

These behaviors are still evolving as the state of the world continues to change. That means the spotlight is on planners and Liza Amlani believes that’s a good thing. During this week’s Retail Remix, we dig into how demographic and psychographic shifts are driving a new era of product development and merchandising, and what issues are rising to the top. Listen to learn:

How sustainability and inclusivity are influencing merchandising decisions;
Why product teams need to tap new data sources (especially social media) to uncover new innovation opportunities; and
The power of deeper, qualitative customer research such as shopper interviews and walking the store floor.

RELATED LINKS

Learn more about Retail Strategy Group
Connect with Liza on LinkedIn

COVID-19 postponed many weddings around the world, but that didn’t stop couples from planning. Lizzy Ellingson and her team at David’s Bridal knew this — and that’s why they focused first and foremost on continuing to empower their customers every step of the process.

During this week’s episode, hear the Chief Digital Experience Officer’s thoughts on how social media and other digital platforms influence brides, grooms and everyone in between, and how David’s Bridal:

Reimagined the customer journey through the lens of digital engagement;
Used augmented reality (AR), appointments and other tactics to close the digital-physical gap; and
Embraced agile product development to inspire ongoing risk taking and improvement.

RELATED LINKS

Learn more about how David’s Bridal uses AR
Access Lizzy’s session at retailX
Register for the Retail Innovation Conference online experience to learn how other brands are transforming the customer experience

A whopping 81% of consumers plan to maintain or increase their digital usage, even as COVID-19 restrictions lift, according to a survey from FullStory. Is your business prepared to deliver an easy, friction-free experience?

During this episode of Retail Remix, Kirsten Newbold-Knipp, CMO of FullStory, and Elizabeth Simmer, Head of Onboarding & Professional Services, sit down to discuss some of the biggest issues consumers face while shopping online, and how these struggles ultimately impact their loyalty. Listen to learn:

Why digital experience is more critical than ever in an omnichannel world;
The overlooked facets of digital customer experience that hurt customer engagement and loyalty; and
How digital experience intelligence (DXI) empowers all areas of the retail organization to design experiences with empathy and deep customer understanding.

RELATED LINKS

Learn more about FullStory
Get more retail resources, courtesy of FullStory
Download the ecommerce optimization guide
See customer success stories
Access more data from the survey

Who is the values-driven consumer? According to Danny Alexander, Co-founder of Who Gives a Crap, it’s everyone!

He believes more consumers want to do good. Most of all, they want to do business with brands that are making a positive impact. It’s just their level of commitment and savvy that varies. That’s why Who Gives a Crap is working to make it easier than ever for consumers to make a change. During this week’s Retail Remix, Danny digs into the brand’s success and what trends are driving the future of this exciting space. Listen to hear his thoughts on:

The evolution of values-driven consumption;
What consumers really want from brands today; and
Managing tactical execution against a longer-term mission.

RELATED LINKS

Learn more about Who Gives a Crap

Executives are prioritizing their investments based on two factors: the “known unknowns” and the “unknown unknowns.” That is why, more than ever, brands and retailers alike need to have adaptable plans for a hybrid retail strategy.

During their retailX keynote, Tim Maule, President and CEO of Diono, and Marc Ostryniec, Chief Sales Officer, BigCommerce, discussed the forces impacting retail moving forward and how companies can balance digital and physical channels effectively. We caught up with Tim and Marc after their session to discuss:

The known and unknown issues brands need to prepare for moving into 2022;
New challenges and opportunities that exist across digital channels;
What “hybrid retail” is and how it influences or impacts omnichannel strategy; and
How Diono is marketing to and through its network of retail partners to build trust and generate sales.

RELATED LINKS

Learn more about Diono
Learn more about BigCommerce

A great product is at the heart of every great retail brand. But it wasn’t just its incredibly soft joggers that helped Vuori triple in value during the pandemic.

A culture rooted in gratitude, a community-driven approach to engagement and an in-store experience that activates its fanbase all have helped Vuori go from a buzzworthy brand to a retail powerhouse. During this episode of Retail Remix, the company’s Senior Director of Retail, Catherine Pike shares:

How she want from lululemon to Vuori;
What sets the company’s culture apart from competitors;
How the company upskilled 50 store associates during the pandemic;
The role of content and community in driving business growth; and
How the company plans to scale its store plans going into 2022.

RELATED LINKS

Learn more about Vuori

Landini Associates are in the business of “reinventing normal.” The firm has helped world-renowned businesses like McDonald’s, Unilever, Walgreens and Aldi reimagine their brands and their physical experiences.

Needless to say, principal and founder Mark Landini has gleaned his fair share of lessons and best practices along the way. But what new technologies and experience principles are key to success moving forward? He and managing director Rikki Landini sit down to discuss:

How to bring the existing “theater” of retail to life in physical stores;
The evolved role of technology in the store, and why being intentional is key; and
Why agile methodologies and associated key performance indicators (KPIs) can support more rapid, and thoughtful, innovation.

RELATED LINKS

Learn more about Landini Associates
See Landini Associates’ project with Loblaws in Toronto
Get a tour of Esselunga’s store transformation
Download Retail TouchPoints’ special report about the evolution of the store
Subscribe to design:retail for more insights on design trends and the latest projects

For the past 18 months, Shopkick has surveyed consumers consistently to identify new behaviors, expectations...and even concerns.

Although the conditions worldwide vary greatly and are ever-changing, Jaysen Gillespie, EVP, Head of Analytics and Data Science at Shopkick, has uncovered some universal truths that impact retailers. In this conversation, he reveals:

How vaccine trust has impacted physical retail behaviors and preferences;
New and unchanging safety expectations for brick-and-mortar retailers;
Why supply chain disruption has influenced shoppers’ channel preferences; and
Demographic nuances that will drive back-to-school and holiday results.

RELATED LINKS

Learn more about Shopkick
Access the latest COVID-19 research
Dig into the latest Shopkick research

Is the shift to digital is a one-way street or will ecommerce go back to how it operated before the pandemic? Which categories will be able to capitalize on new or accelerated digital behaviors?

During this discussion, initially aired as part of Retail TouchPoints’ Retail ThinkTank hub, host Alicia Esposito sits down with Rick Watson, Founder and CEO of RMW Commerce Consulting, to discuss what is fueling innovation in once-laggard categories like digital, advertising, social and marketplaces.

Get Rick's hot takes on the trends and tech he believes will lead the ecommerce industry moving forward, as well as his thoughts on:

The transformation happening in the grocery, beauty, furniture and home industries;
Why brands like Facebook and TikTok have invested in AR tools — and what that means for social commerce;
Why brands like PepsiCo and e.l.f. Cosmetics are building out their own DTC experiences;
The implication of privacy struggles between iOS and Facebook — and other key players — on the retail industry; and
Why advertising is one of the hottest growing business models online now.

RELATED LINKS

Learn more about RMW Commerce Consulting
Explore the Retail ThinkTank hub

As fulfillment comes more to the forefront of the modern customer experience, brands of all sizes are trying to differentiate. Shopify Fulfillment Network is expanding its capabilities and honing its craft of helping entrepreneurs do just that.

But what trends are driving the division’s strategic priorities? What lessons and examples from the pandemic are setting the foundation for future innovation? Thomas Epting, Director of Shopify Fulfillment Network shares:

How DTC expansion is shaking up the competitive retail landscape;
The impact social commerce will have on order management, logistics and fulfillment; and
The small, yet impactful, ways even the smallest of businesses can create a superior fulfillment experience.

RELATED LINKS

Learn more about Shopify Fulfillment Network

Retail is a hot market for venture capital and investment firms. VCs, funds and other investors are funneling cash into hot tech startups and disruptive brands alike, helping to shape the future of retail.

RevTech Ventures is one firm that sits at the intersection of the brand and tech worlds, and has a sole focus on the retail industry. Rachel West plays a crucial role in discovering viable businesses and helping them differentiate and scale. Listen to learn:

Which retail trends and innovations are driving the most VC interest;
RevTech Ventures’ proven approach for researching and building their network of tech and brand investments; and
How the VC world, including RevTech Ventures, is expanding outside of their typical investment pool to include more women-owned and black-owned businesses.

RELATED LINKS

Visit the RevTech Ventures website
Register for the newsletter to get “insider tips”
Follow RevTech Ventures on LinkedIn

Riding on the hype surrounding cryptocurrencies, NFTs have become hot commodities in the digital creation space. While some tech fanatics are bidding on NFT versions of tweets, brand loyalists are snatching up NFT products.

But what does the future hold for NFTs? How do they present new opportunities for brands and retailers to fuel digital innovation and virtual experiences? This special edition of Retail Remix highlights insights from two NFT experts. Listen to get their perspectives on:

The current state, and future of, the NFT market and the factors that will influence growth;
How NFTs can support digital-to-physical engagement by creating a “metaverse” for online shopping;
The benefits of creating unique NFTs to drive brand awareness and activation; and
Ways to integrate NFTs into brand and product strategy, including who drives initiatives and how to measure success.

RELATED LINKS

Learn more about Boson Protocol
Learn more about Sol Marketing

Want to dig deeper into NFTs, cryptocurrencies and other tech topics? At retailX, you can hear directly from executives representing Bitski, 3D Robe and CoinFund, who will dig into the future of retail transactions. Register now using RTPSUB21 to get 15% off your ticket.

Stephanie Fox, COO of Thrasio, was employee number one and has played a critical role in the company’s growth. Now, following a year of significant funding and the onboarding of a new retail CFO, Thrasio is in a prime position to lead in the marketplace space.

Stephanie joins Retail Remix to dig into Thrasio’s story and how her roots in brand building have inspired her work as COO and a liaison to founders and entrepreneurs. Listen to hear:

Thrasio’s data-driven process for acquiring and scaling FBA brands;
The differentiation points between a marketplace-optimized brand and a DTC-ready brand; and
How the expansion of the marketplace space will drive new opportunities for brands and sellers.

RELATED LINKS

Visit the Thrasio website
Listen to the Thrasio podcast, “The Selling Point”
Read Thrasio’s seller stories
Check out Retail TouchPoints’ latest marketplace coverage

The payment experience has always been convoluted and clunky, especially when consumers’ need to authenticate their information.

But in the new retail era, consumers want security to be ever-present yet invisible throughout their shopping experiences. During this episode of Retail Remix, David Britton of Experian shares how retailers can respond and still be mindful of new security trends and fraud methods. Listen to learn:

New threats that have emerged with new payment tech and apps;
The role of data and behavioral analytics to manage and mitigate threats; and
How retailers can integrate payment security into the entire customer lifecycle.

RELATED LINKS

Dig in to Experian’s 2021 Global Identity and Fraud Report
Get more insights from David Britton
See the latest rankings from Juniper Research
Read Retail TouchPoints’ perspectives on the evolving payment space

In the new world of brand marketing, authenticity trumps all. You could say that influencers helped shape this new reality. In the post-COVID era, influencer marketing has reached a tipping point that is redefining marketing and advertising as we know it.

During this episode of Retail Remix, Lindsay Jerutis, General Manager of ShopStyle Collective, shares how the company is helping retailers identify, engage and nurture influencer partnerships that activate a “ripple effect” that drives tangible business results. Check out this episode to learn:

The evolution of the influencer universe and how micro, nano and gigfluencers create meaningful engagement with niche communities;
The strategic and tactical guideposts that should drive your influencer investments; and
How to marry influencer marketing objectives to key performance indicators so you can effectively measure success.

RELATED LINKS

Learn more about ShopStyle Collective
Get more influencer marketing insights and content
Read how influencers are driving ecommerce innovation

What does the store of the future look like? A common question that is being answered in completely new ways due to the pandemic.

During this special episode of Retail Remix, we have two design experts on board to discuss the latest research, investments and best practices that are driving design innovation. Aaron Birney of Gensler has helped brands across industries develop their store experiences and Jessie Dowd always has a finger on the pulse of the latest trends and success stories.

Check out this episode to learn:

How retailers are budgeting for design needs and goals;
Which tech trends are influencing design decisions; and
How to develop a customer-first design strategy.

RELATED LINKS

Learn more about Gensler
Dig into the design:retail research
Subscribe to design:retail

Allen Adamson has decades of experience in branding and marketing, and he’s even helping shape the minds of future marketers! That’s why on Retail Remix, we ask him some pointed questions on how the essence of branding has changed over the past year and what tactical advice he has for businesses moving forward. Listen to learn:

How brands can best “ride the wave” of disruption and develop a proactive plan to action;
The social, environmental and sociological trends shaping the rules of branding; and
Tips for navigating shifting consumer behaviors and competitive insights to optimize your brand.

RELATED LINKS

Learn more about Metaforce
Read Allen’s insights on Forbes
Buy a copy of Shift Ahead

Dr. Steven Shwartz has more than 40 years of experience in artificial intelligence (AI). A researcher, analyst, author and investor, Steven has invaluable knowledge of how the technology has evolved and, most of all, how retailers can realize the value of its capabilities.

As a result, Steven has uncovered some misconceptions and flat-out lies about AI. During this episode of Retail Remix, Steven and host Alicia Esposito discuss the most common myths that are impacting AI adoption, and what is needed to drive progress and innovation. Listen to learn:

The political, economic and social implications of AI’s maturity;
New AI trends and applications for retailers; and
Ways to harness the power of AI and humanity to minimize bias and accelerate productivity.

RELATED LINKS

Read more insights from Steven Shwartz
Buy a copy of Steven Shwartz’s book
Learn more about Zoox

Evil Robots, Killer Computers, and Other Myths: The Truth About AI and the Future of Humanity

“Vending commerce” is joining the contactless commerce conversation. While product vending machines have been a staple in airport terminals for years, Dawn Dickson, Founder and CEO of PopCom, believes implementation will reach new heights in the digital-driven era of retail.

During this episode, Dawn makes her case for the vending machine’s powerful role in the customer journey. In fact, she believes it will add new value as shoppers look for more seamless and self-guided experiences and retailers seek more in-depth data about their consumers’ omnichannel behaviors. Listen to learn:

How intelligent vending machines work to connect digital engagement and more anonymous in-person experiences;
Different use cases for vending machines from direct-to-consumer and big-name brands alike; and
Why PopCom is harnessing its technology to support struggling spaces and local retailers.

RELATED LINKS

Learn more about PopCom
Learn more about PopShop Local
Follow Dawn Dickson on Twitter

During the heart of the pandemic, consumers reported a 23% increase in the number of brands they felt an emotional connection with. While some of this was likely indicative of the circumstances surrounding COVID-19 lockdowns, Mario Natarelli believes that the measures retailers took to nurture relationships with consumers during this critical time will set a new standard in brand intimacy moving forward.

This week, host Alicia Esposito sits down with Mario Natarelli, Managing Partner at MBLM, to discuss the firm’s Brand Intimacy COVID Study. Listen to learn:

Why retailers should pay more attention to brand intimacy than brand loyalty;
The archetypes that drive brand intimacy; and
Key lessons from retailers leading in brand intimacy scores.

RELATED LINKS

Learn more about MBLM
Dig into the COVID research
Download the retail-specific COVID research
Access more resources on brand intimacy
Create a custom dashboard

As consumers rely more on digital channels to browse and buy, retailers are embracing real-time communication channels to drive consumer engagement and conversions. Text messaging, live chat and social messaging are driving a new era of customer engagement that supports personalized, contextual experiences.

During this week’s Retail Remix, we sit down with Dennis Steele, Co-Founder of Podium, a company that is helping shape this new era of CX. Listen to get his take on:

Which new consumer behaviors are driving the shift to contextual CX;
Common challenges with disparate communication solutions that hinder success; and
How messaging can support all stages of the funnel, from initial engagement to conversion and customer service.

RELATED LINKS

Learn more about the value of messaging for retail businesses
Get a live walk-through of the Interaction Management Platform for Retail

This week’s episode is brought to you by Gimbal.

Of all the different trends and tech in the industry, 56% of retailers say they expect supply chain to be the area they transform the most over the coming years.

Why? Because as consumers expect instant and convenient access to products, fulfillment is becoming a key point of differentiation. EY’s Americas Consumer Retail Leader Jeff Orschell, calls this a “big E” experience opportunity. Listen to this episode to learn:

EY’s five consumer segments that have emerged from the pandemic and their channel preferences;
Why fulfillment is being perceived as a growth center, not a cost center; and
How supply chain and fulfillment innovation will impact customer loyalty.

RELATED LINKS

Learn more about EY’s research
See how the pandemic shaped consumer behaviors
Read how you can create a resilient future for your business

Thanks to this week's sponsor, Gimbal. Learn how you can deliver magical experiences for all your curbside and in-store pickup customers.

Do you feel overwhelmed by the volume of emails and messages you get? So do your consumers. In fact, David Wachs believes they’re so overwhelmed that they’re spending less time engaging with your marketing messages...and more time deleting them.

That’s why David made a career shift from digital to more personal communication. With Handwrytten, he’s helping businesses of all sizes master the art of the handwritten note. Listen to this episode to learn:

How different retailers are integrating handwritten notes into their campaign strategies;
What personalization trends will emerge out of the digital-driven movement; and
Why marketing teams will need to rethink the way they measure the success of “handwritten campaigns.”

RELATED LINKS

Learn more about Handwrytten
Connect with the company on Twitter
See how it works

Margot Bloomstein has helped brands like Timberland and Lindt develop their marketing, content and user experience (UX) strategies. She has used her experience and research on brands across industries to tackle a known industry problem: winning and keeping customer trust.

The result is the new book called: Trustworthy: How the Smartest Brands Beat Cynicism and Bridge the TrustGap. During this episode of Retail Remix, Margot shares why she felt a book like this was needed, and real-life examples of brands that have successfully tackled audience cynicism and built powerful content engines. Listen to learn:

Why the “3 V’s” of trust (vulnerability, voice and volume) should guide every brand’s approach to content strategy and branding;
How Sephora and BuzzFeed are embracing community and transparency to breed trust; and
Tips for bridging cultural gaps and department silos to make trust a true “business problem.”

RELATED LINKS

Learn more about Appropriate, Inc.
Buy a copy of Margot’s books
Connect with Margot on LinkedIn

Michelle Collins built her business, A Non-Agency, in the early days of the “experiential marketing” era. Now, as the digital divide closes and retailers rethink their real estate strategies, she believes there’s significant opportunity for innovation.

During this episode of Retail Remix, Michelle shares her take on experiential marketing’s evolution and how brands and retailers can prepare for the future. You'll learn:

Why the principles of journalism, marketing and sales support customer experience design;
The key drivers for creativity and successful problem solving for customer activation; and
How new real estate trends and retail executive priorities, including fulfillment, are driving the future of experience.

RELATED LINKS

Learn more about A Non-Agency
See Michelle’s lecture on customer experience design from Retail Collaborate Conference

Cause marketing. Purpose-driven marketing. Brands across industries are hearing these phrases more frequently as consumers seek to align with brands with similar beliefs.

But brands that simply create one-off campaigns based on social holidays risk looking like performative allies. To help organizations navigate through this exciting (yet inundating) era of “woke marketing,” Katie Martell is studying the intersection of marketing and social issues.

During this episode of Retail Remix, Katie shares her research from her documentary and book, both aptly called Woke-Washed, including the brands that are tackling this movement successfully. You’ll learn:

The social and economic issues impacting consumer behaviors today;
How to identify “woke-washing” in your campaigns and strategies; and
Best practices for aligning core values to social movements and issues.

RELATED LINKS

Visit Katie Martell’s website
Learn more about Woke-Washed

This week’s episode is brought to you by Podium.

The pandemic has accelerated retail’s latest reinvention. While the news cycle is churning out new ideas, predictions and perspectives about this reinvention, Andrew Smith, Co-Founder of ThinkUncommon, believes folks are getting a lot wrong.

Andrew and his fellow co-founder Gareth Jude tackle these myths and misconceptions head on with their new book, Retail Innovation Reframed. During this episode, Andrew sits down with Alicia to dig into their final opus, touching on:

The top myths about post-COVID retail;
The trends and tech that will rise to the top amid recovery; and
How retail leaders can tackle the cultural issues that make innovation projects fall flat

RELATED LINKS

Learn more about ThinkUncommon
Buy a copy of Retail Innovation Reframed
Follow Andrew on LinkedIn

Thanks to our sponsor, Podium!

Retailers know that it doesn’t matter how great your website is if people can’t find it. Podium helps you get found and chosen by making it easy to get reviews from your happiest customers — just by sending a simple review request through text. Learn more at Podium.com.

Each social network has a unique way of rating content based on the unique needs and behaviors of its users. Their goal is to ensure they’re creating highly curated, relevant feeds that feature only the best content.

These algorithms are what make the apps so engaging — even addictive. But how do different algorithms impact brands and retailers who are working diligently to create a diverse library of content that drives customer acquisition, conversion and retention?

Matthew Maher, Founder of M7 Innovations, breaks down must-know information about the current social media climate and ways to monetize new capabilities. You’ll learn:

How social media is driving the future of contextual commerce;
Why brands need to closely assess and tailor their content strategies for different platforms and their inherent behaviors; and
What “dark patterns” exist within social networks and what organizations can do to combat them.

RELATED LINKS

Learn more about M7 Innovations

Brilliant Earth made a splash in the retail industry with its emphasis on ethical sourcing and it’s digital-first business model. Over the past 15 years, the company has maintained its dedication to both by prioritizing purpose-driven business strategy and experience innovation.

But what’s driving Brilliant Earth today, while so many businesses are trying to find their footing and forge a path for the future? We sit down with Co-Founder and CEO Beth Gerstein to talk about what drives her as a leader—and what drives the business at large. She shares how the company has:

Accelerated experience innovation and improved culture despite work-from-home realities;
Prioritized product innovation through new partnerships, charitable giving initiatives and embracing blockchain; and
Balanced contributing to relevant social issues and giving back, while still staying true to the brand mission.

RELATED LINKS

Learn more about Brilliant Earth
Follow Brilliant Earth on Instagram
Connect with Beth on LinkedIn

Beers, wines and spirits is a $3 trillion industry worldwide and this industry is seeing a significant transformation as a result of COVID-19.

As consumer mindsets and behaviors change, especially as they buy more alcohol online, 3x3 Insights is helping brands and independent retailers find new ways to reach and engage their audience. These methods stem from rich data, which includes demand data, as well as rich behavioral data.

During this episode of Retail Remix, Mike Provance, CEO of 3x3 Insights, spotlights the data gap that exists between brands, distributors and retailers. Tune in to learn:

How consumers research, compare and consider different liquor brands and products;
Which data sources are needed to create more relevant product assortments, offers and marketing campaigns across all channels; and
How the liquor industry will evolve moving forward.

RELATED LINKS

Learn more about 3x3 Insights
Sign up for the 3x3 Insights newsletter
Get more insights from the team

The Outlook Guide has been an editorial mainstay for Retail TouchPoints for nearly a decade. Every year, the editorial team gets fascinating takes from experts and analysts on the trends they believe will dominate in the year ahead. But this year’s guide was especially interesting to curate, given the great acceleration of trends we witnessed in 2020.

During this special episode of the Retail Remix podcast, Alicia sits down with editor Adam Blair to discuss the latest iteration of the Outlook Guide and specifically, the trends we’ve seen evolve over time. We also catch up with Ken Fenyo of Coresight Research, who contributed to the Outlook Guide, to ask some follow-up questions about his column.

Listen in to learn:

How COVID-19 will influence 2021 tech spending;
Tech trends that will influence the industry moving forward; and
Ways to find and engage with the right tech startups to support innovation.

RELATED LINKS

Dig in to Retail TouchPoints’ 2021 Outlook Guide
Learn more about Coresight Research

Millennial and Gen Z consumers are extremely cognizant of their financial health. They’re more likely to use their debit accounts and are more wary of racking up credit card debt. It’s no surprise, then, that the “buy now, pay later” space is booming.

Afterpay is one of the companies driving this new payment revolution, giving consumers the power to pay for purchases over four installments, interest-free. With more than 11 million active customers globally and 63,000 retail customers, the company is venturing into brick-and-mortar stores.

We sit down with Alex Fisher, who is the VP of Retail at Afterpay, to discuss the company’s staggering growth in 2020 and how she is helping expand retail partnerships across all channels.

Listen in to learn:

The emotional and psychological factors driving the “buy now, pay later” industry;
Why and how Afterpay is expanding into stores; and
The value drivers of extending “buy now, pay later” capabilities across all channels.

RELATED LINKS

Learn more about Afterpay

The murder of George Floyd in May 2020 sparked a social reckoning around the U.S. It also sparked intense conversations among executive leaders — and those conversations are continuing to this day.

But what separates the organizations with the best intentions and those who are taking significant action to create more opportunity and equality for black employees and other minorities?

During this episode of Retail Remix, get diversity and inclusion insights, challenges and best practices from Michael Bach, who is the Founder and CEO of the Canadian Centre for Diversity and Inclusion. He also shares some key takeaways from his book, Birds of All Feathers. You’ll learn:

Why understanding privilege is the foundation for any D&I strategy;
How to tackle the “pipeline fallacy” in organizations by taking a measured approach to hiring and career progression; and
What separates tangible D&I strategies and “PR stunts.”

RELATED LINKS

Learn more about the Canadian Centre for Diversity and Inclusion
Learn more about Michael Bach
Purchase Birds of All Feathers: Doing Diversity and Inclusion Right

Yasmeen Tadia has planned corporate events for big brands from Facebook to Forbes and Laura Mercier. When the pandemic hit, she took her love of creating luxurious, memorable events and created Make Your Life Sweeter, a brand of high-end treats like cotton candy, popcorn and chocolate truffles.

As her brand grew, she decided to officially venture into brick-and-mortar with a pop-up in the Galleria Dallas. The end result was an immersive café-candy store experience filled with Instagrammable moments. During this episode of Retail Remix, Yasmeen will share what she learned planning events for top brands and how these lessons influenced her moves as the founder of Make Your Life Sweeter. You’ll learn:

The essence of a stellar Instagrammable moment;
The future of in-store events and experiential retail; and
The role of partnerships and philanthropy in building a business.

RELATED LINKS

Learn more about Make Your Life Sweeter
Shop corporate gifting
See delectable sweets on Instagram

This episode is sponsored by Treasure Data.

As the founder of sport lifestyle brand Ball and Buck, Mark Bollman has learned a lot about growing and scaling a brand. He also learned quite a bit about what it takes to craft a differentiated in-store experience.

After seeing the power of creating community hubs for passionate, likeminded individuals to gather, Mark started American Field (AF), a business that helps build brand partnerships and bring them to life through local discovery marketplaces. During this episode of Retail Remix, Mark shares his journey from brand founder to community builder, and how COVID has shaped his work. You’ll also learn:

The new keys for a community-driven customer experience;
How to find and nurture relevant brand partnerships; and
Ways to evolve in-person experiences for digital channels.

RELATED LINKS

Learn more about AF
Check out AF Spaces, the latest initiative from AF

A word from our sponsor, Treasure Data:

Do you have the right data and insights to keep your prospects and customers engaged? Talk to a customer data expert at treasuredata.com/retail.

This episode is sponsored by Brother.

Ron Thurston started his career in retail at the Gap as a store associate. Over the years, he’s been able to work his way up the ranks and has served in executive roles at brands like Apple, Tory Burch and Saint Laurent. His experiences and conversations with peers inspired him to write Retail Pride: The Guide to Celebrating Your Accidental Career.

During this episode of Retail Remix, Ron shares how his “accidental” path in the industry is quite common, as well as how retail employees, managers and multi-store leaders alike are looking for ways to accelerate their careers and build better relationships. You’ll learn how:

“Retail pride” can influence engagement, passion and loyalty at all levels of the retail organization;
Leadership can better identify high-value and high-potential employees for further learning and development; and
Retail communities should evolve to navigate the uncertainties of COVID-19.

RELATED LINKS

Learn more about Retail Pride: The Guide to Celebrating Your Accidental Career.
Connect with Ron Thurston on LinkedIn

A word from our sponsor, Brother:
See breakthrough retail labeling & printing solutions from Brother or request a free demo printer, today.

2020 was a tumultuous year for us all, both personally and professionally. Retail in particular saw its ups and downs, starting with positive holiday results and ending with uncertainty stemming from COVID-19. To reflect on all we went through, and all the opportunities for innovation and growth that are to come, we're digging into the Retail Remix vault and spotlighting some of our stand-out conversations from the past year. A special thanks to all our guests, including those spotlighted in this episode:

Melissa Gonzalez, The Lionesque Group
Jason Woosley, Adobe
Christine Bell Currence, Badgley Mischka
Steve Dennis, author, Remarkable Retail
Barbara Kahn, The Wharton School
Marc Gorlin, Roadie
Gaylene Meyer, Impinj
Joe Jackman, Jackman Reinvents
David Sykes, Klarna
Peter Sheldon, Adobe
Elizabeth Elliott, Columbus Consulting
Frans Johansson, The Medici Group

Nikki Baird has spent her career helping retailers bring their big ideas to life. Whether she's part of an executive team, trusted analyst firm or VP of Innovation at Aptos, she has established herself as a leading voice in all things omnichannel retail. During this episode of Retail Remix, she shares her honest take on what's happening in retail right now and where she thinks the industry is headed. She answers key questions including:

Which product categories will be in demand?
Which shopping behaviors will continue through the end of the holiday season?
Which tech trends and services will remain relevant?
How can retailers best determine where to place their bets in 2021?
How can executives balance being agile and taking big risks, and being smart with their time and investments?

RELATED LINKS

Learn more about Aptos

For Madeline Fraser, shopping for an engagement ring was overwhelming. She knew she wanted something unique and customized, but also sustainably sourced and easy to buy. This ended up being a tall order. She ended up having to custom design her ring at a small shop -- a process that took several weeks.

Many shoppers have the same desires as Madeline but don't have the access or the funds for custom jewelry. That's why she founded Gemist, a direct-to-consumer DTC brand designed to disrupt online jewelry shopping, customization and try-on experiences. During this episode Retail Remix, we go inside the Gemist business, including:

The typical challenges Gemist's business model tries to solve;
How Gemist uses audience input and even one-to-one conversations to drive innovation; and
How the business has evolved and scaled during the pandemic.

In today's digital-first world, content is key. But as the number of channels and apps expands, our content strategies must evolve. This creates a lot of complexity and, frankly, eats up a lot of time, resources and budget. During this episode of Retail Remix, Marcel Hollerbach, the CMO of Productsup, discusses the new content realities and best practices brands must note. While discussing the unique attributes of different channels and how they impact content creation, Marcel also alludes to new challenges and risks, especially around brand safety and pirating. With this episode, brand executives and marketing leaders will get:

In-depth insights into the current content universe;
Key considerations for content strategy and creation, including expanding into marketplaces;
How new channels such as TikTok should be accounted for; and
Ways to monitor content use and shares to maintain brand control.

RELATED LINKS

Learn more about Productsup

Every year, Adobe analyzes one trillion visits to U.S. retail sites, 100 million SKUs and 80 of the 100 largest retailers in the U.S. This year, these results are being gathered in a new context due to COVID-19. Which trends reaffirm our new reality? How will the Thanksgiving holiday influencer the remainder of the holiday season? How can retailers take these insights and leverage them to engage and support customers in new ways? Peter Sheldon, Senior Director of Commerce Strategy at Adobe, provides deeper context into the company's must-read research. He sits down with host Alicia Esposito to discuss:

The "digital pendulum" sparked by COVID-19;
The influence of the 2020 election on consumer sentiment and spending;
How "couch commerce" has evolved with social distancing and travel restrictions; and
Which consumer behaviors will stick in the long term and how retailers can adapt.

RELATED LINKS

Learn more about Adobe
Dig into the detailed holiday research

A quick peek at this week's holiday episode!

Many of us know the risks of creating obvious and uncomplicated passwords like "password123," "12345," or (gulp) our name and birthday. But has that really stopped us from changing our ways? Not really, according to Steve Ragan, Lead Security Researcher at Akamai.

Ragan has been covering the cybersecurity space for about 15 years and he believes that although the threats have become more sophisticated and widespread, retailers' and consumers' response plans haven't changed effectively. As a result, retail and hospitality businesses have become prime targets. According to Akamai's State of the Internet Report, 90% of all credential stuffing attacks during a two-year period targeted retail. During this episode of Retail Remix, Ragan digs into:

What makes credential stuffing attacks so damaging;
How COVID is accelerating cybercrime activity and maturity;
How social media is accelerating fake brands and brand ripping; and
What brands and consumers can do to better protect their data.

RELATED LINKS

Download the 2020 State of the Internet report
Learn more about Akamai's retail-specific offerings
Get the latest data from the Akamai Consumer Retail Survey here

Even when we're not in lock down, we've likely all been minimizing the number of trips we take to stores, even grocery stores. That's why, following years of buzz, we're finally seeing a boost in digital grocery shopping. Although grocery shopping app Basket has always focused on helping customers find the best price for items on their shopping lists, the company has uncovered a new opportunity: to help grocers and brands better understand and serve shoppers, even as their needs and behaviors change.

During this episode, Basket co-founder Andy Ellwood reveals:

How Basket has evolved from a shopping app to a powerful insights platform;
Key trends and consumer behaviors the app is tracking in light of the pandemic;
Why these behaviors are driving Basket's strategic priorities;
Ways retailers and brands can adapt to respond to online grocery's official arrival; and
The future of loyalty in grocery.

RELATED LINKS

Learn more about Basket
Get in-store pricing insights

Streaming services have disrupted traditional TV advertising as we know it. Gone are the days when brands and retailers could push messaging via commercial spots and see revenue roll in. With more households bingeing on Netflix, Hulu and Apple+ content, companies need a more contextual way to reach and influence consumers. Laura and Hank Frecon started Source Digital as a result of Laura's work as a costume designer for shows like "Mad Men." She wanted to find a better, more organic way to connect viewers to the products featured in specific scenes. Now, the company is helping usher in a new era of "contextual commerce" and driving innovation in one of advertising's most renowned channels. During this episode, Laura and Hank share:

What "contextual commerce" is;
How it's evolving and advancing as a result of COVID-19;
Applications and use cases for different product categories; and
How "contextual commerce will impact media buying and marketing strategy.

RELATED LINKS

Learn more about Source Digital

As the pandemic continues to shift consumer behaviors and sentiment, brands and retailers should rethink the way they market. Historically, demographic consumer data was enough to formulate a messaging and marketing plan. But humans are complex and they want to buy from companies that offer great value, great experiences and align with their needs and values. During this episode, Ross Kimbarovsky, Founder and CEO of crowdspring, shares his perspective on how the psychology of marketing has changed, and how these changes will impact:

Branding and design;
Messaging and engagement strategies;
Adoption of mission-based business; and
Brand reinvention

RELATED LINKS

Visit the Crowdspring blog
Dig deeper into marketing psychology topics

As Co-founder and CEO of retail technology company Bluecore, Fayez Mohamood has had his fair share of conversations with brand executives, especially those in the direct-to-consumer (DTC) space. While many think of companies like Warby Parker and Dollar Shave Club, which have successfully disrupted their categories, we're seeing household names like PepsiCo and Clorox launch their own branded experiences to get closer to their customers. As more companies try to capitalize on the DTC movement, there are some new trends, best practices and implications they must consider, especially in the current climate. That is why Mohamood founded the DTC Collective, an industry think tank for and by digital retail executives. During this episode he shares:

Why a collective was needed for the booming DTC space;
New challenges that have emerged for DTC amid the pandemic;
How DTC brands and their retail peers can address new customer needs and expectations; and
Trends and best practices to apply during the holiday season and beyond.

RELATED LINKS

Learn more about the DTC Collective
Download the DTC Collective's report on the forever-changed consumer
Read the DTC Collective's report on the digital-first holiday season
Check out the Bluecore website
Visit Bluecore’s Retail Data Dashboard: Ongoing Insights into Online Shopping
Download Bluecore’s 2020 Retail Email Benchmark Report

Historically, payment has been defined merely as a "last step" in the buying journey — the aftermath of the immersive and exciting elements that make a brand or retailer stand out. Klarna is changing that; the "buy now, pay later" company was recently valued at $10.65 billion in an investment round led by Silver Lake and garnered investment from Macy's. Klarna also has an impressive roster of brand and retailer partners in its corner, and coupled with partnerships with the likes of Cosmopolitan, these relationships point to Klarna's evolution from a B2B fintech company to an end-to-end B2C experience provider.

During this episode, host Alicia Esposito sits down with David Sykes, who is the Head of Klarna US, to discuss:

Why the payment experience gets such a bad rap;
The inspiration behind Klarna's approach to virtual brand experiences;
The influence and impact of the "buy now, pay later" market during the recession; and
Accounting for engagement, business ethics and accountability in a time of industry transformation.

When you get the right people in a room (or in most cases today, on a video call), magical things can happen. New ideas are shared and new opportunities are discovered. But make no mistake, the "right people" doesn't mean the "same people." As CEO of The Medici Group, Frans Johansson spends his days consulting with business leaders on the value of Diversity, Equity & Inclusion (DE&I), and how they support business differentiation and growth. He founded the business following the release of his 2004 book, The Medici Effect: What Elephants and Epidemics Can Teach Us About Innovation. The book drove home one key point, according to Johansson: “Diversity drives innovation. When you bring together different perspectives, you have a better shot at breaking new ground.”

During this special episode, Johansson sits down with host Alicia Esposito to discuss how:

DE&I has evolved with the pandemic and Black Lives Matter movement;
Diverse teams impact organizations' ability to innovate and differentiate; and
A commitment to diversity can impact talent acquisition, retention and loyalty.

RELATED LINKS

Learn more about Frans Johansson and his work
Buy his books
Book him for one of your events

Retail TouchPoints is lucky to have Frans as a speaker during the Retail Innovation Conference Online Experience, which is taking place Oct. 13-14. All podcast listeners have access to a special offer: 25% off an All-Access Pass! Just register using: pod.ric20.online

Jason McNary is no stranger to pop-ups. As UNOde50's CEO of the Americas, McNary has helped the brand generate awareness, boost engagement and connect more directly with local markets. Pop-up stores were an integral part of this strategy. But what does the future of pop-ups look when the entire brick-and-mortar world is being turned upside down? During this episode, McNary shares his insights on:

The successes and lessons of UNOde50's pop-up strategy;
Whether he believes the pop-up trend will fizzle or sizzle in a post-pandemic world; and
How cutting-edge technology and demand for touchless experiences will shape future investments.

Retail TouchPoints is lucky to have Jason as a speaker during the Retail Innovation Conference Online Experience, which is taking place Oct. 13-14. All podcast listeners have access to a special offer: 25% off an All-Access Pass! Just register using: pod.ric20.online

James Thomson is a former Amazon executive that helped make the Internet titan what it is today. Now, he's using his experiences and learnings to help brands be successful on the platform...and beyond. As Chief Strategy Officer of Buy Box Experts and Co-Founder of the PROSPER Show, James sits down with host Alicia Esposito to discuss:

The unavoidable growth of Amazon during the pandemic;
Key developments and innovations from the company;
Important findings and takeaways from Jeff Bezos's antitrust hearing testimony; and
Why it's time for brands to prioritize integrity of product data and all things content.

RELATED LINKS

Listen to the Buy Box Experts podcast
Get more insights and resources from the blog
Register for the PROSPER Virtual Show
Buy the book: Controlling Your Brand in the Age of Amazon
Read Retail TouchPoints' latest report on marketplaces

Ready to save 25% off your All-Access pass for the 2020 Retail Innovation Conference?

Register here: http://pod.ric20.online
Discount Code: PODVIP

Controlling Your Brand in the Age of Amazon: The Brand Executive’s Playbook For Winning Online

Bra shopping has never been easy. Even in high-end locations with white-glove fitting services, consumers often find themselves with imperfect fits and money down the drain. ThirdLove was founded to make the bra shopping process painless. Using cutting-edge technology and data, ThirdLove has built a cult-like following because the company doesn't just make finding the perfect bra super easy; it helps customers feel connected to a larger community of like-minded individuals. But the brand's fitting technology isn't the only source of data used to power the business. During this episode, co-founder and CEO Heidi Zak reveals how data is embedded into all facets of the ThirdLove business, and how the team used new insights during the pandemic to inform:

Product development and inventory management;
Marketing and content creation; and
New business endeavors and communities, such as the TL Effect.

Retail TouchPoints is lucky to have Heidi as a speaker during the Retail Innovation Conference Online Experience, which is taking place Oct. 13-14. All podcast listeners have access to a special offer: 25% off an All-Access Pass! Just register using: pod.ric20.online

Influencer marketing has become a hot-button trend for brands and retailers alike. Lauded for its effectiveness and overall ability to foster engaged communities, influencer marketing also has received its fair share of criticism, especially in light of some influencers using bots and other methods to inflate their results. During this episode, Stacy DeBroff, Founder and CEO of Influence Central, breaks down what brands and retailers need to know about the present and future of the space, and answers key questions including:

Have consumers relied on influencers more or less during COVID?
How will key influencer channels change in light of the shift to digital?
What value does TikTok bring to influencer marketing?
How will a potential sale impact TikTok's future impact?
What do brands and retailers need to do to ensure influencer marketing success?

RELATED LINKS

Get more influencer marketing news on the Influence Central blog

Ready to save 25% off your All-Access pass for the 2020 Retail Innovation Conference?

Register here: http://pod.ric20.online
Discount Code: PODVIP

We all know that a stellar customer experience is key to winning attention, sales and loyalty. But what happens when your strategy gets turned upside down by a pandemic? Moving quickly is key, but how can teams do that when they're all working remotely? Luxury shopping destination Olivela was able to adapt, with Chief Experience Officer Matthew Alland guiding the way. During this episode, Matthew sits down with Alicia Esposito to discuss:

How the Olivela team changed their approach to collaboration to maintain momentum;
New experiences and initiatives that allowed them to better understand new customer needs;
Why the pandemic helped strengthen the Olivela brand and its dedication to charitable giving; and
How the brand is tackling the reopening of its Nantucket store, complexities and all.

Ready to save 25% off your All-Access pass for the 2020 Retail Innovation Conference?

Register here: http://pod.ric20.online
Discount Code: PODVIP

Mobile devices have long been considered a powerful extension of our minds. They're always extremely close to us, if not in our hands. But how have mobile behaviors changed in light of the pandemic, when consumers are at home and spending more time on desktops and laptops? During this episode, hear Movable Ink's Julio Lopez break down where mobile engagement is today, and how the pandemic will likely influence:

Omnichannel customer journeys;
Marketing strategy and experience orchestration; and
The parameters for effective messaging and creative.

RELATED LINKS

Meet the strategy team at Movable Ink
Check out and subscribe to the Ink Tank vodcast
Read a retail success story

In March 2020, Brian Solis began his tenure as Global Innovation Evangelist at Salesforce. Brian has built a career around studying humans, technology and how their intersection impacts businesses and humanity overall. Little did he know that he would begin his new role during one of the most disruptive happenings in decades. During this special episode of Retail Remix, Brian and Alicia talk about how these developments inspired the creation of the Novel Economy, and how our mindsets, lifestyles and behaviors during this time will serve as a catalyst for our future. Listen in to get Brian's take on how:

The Novel Economy coincides with his other principles, such as Digital Darwinism;
This new era impacts the way organizations tackle innovation; and
Strategic questions business leaders need to ask in order to develop their plans for the future.

RELATED LINKS

Learn more about Brian's work

The future of e-Commerce has become a hot topic in the industry, especially as brick-and-mortar operators continue to navigate constant volatility. Digital channels enable brands and retailers to keep their businesses running, but they also present new threats. Research from Red Points has found that while 58% of companies saw a surge in e-Commerce revenue once COVID-19 was declared a national emergency, 39% also saw an uptick in counterfeiting. During this episode, host Alicia Esposito chats with Red Points CEO Laura Urquizu about this new data, as well as:

The definition of "brand protection," and how it has changed in the era of COVID-19;
Common reasons why brands fall short in their brand protection efforts;
Whether the ongoing shift to digital will uncover new threats for brands; and
New forms of theft and counterfeiting that may impact brands in the future.

RELATED LINKS

Learn more about Red Points
Download the COVID-19 research report
Get more insights from the Red Points team

Businesses use advertising to get their products and messages in front of consumers as they browse the web. However, the expansion of the media landscape and the emergence of platforms that spread hateful messages and misinformation are forcing marketing teams to take a firm look at where their money is going. Claire Atkin and Nandini Jammi, Co-Founders of Check My Ads, connected over their passion for calling out media misinformation and brands that are advertising on these platforms. Their new venture is poised to help marketers and advertisers understand the full context of their audiences' behaviors and ensure their dollars don't get in the wrong hands.

During this episode, Atkin and Jammi share:

How their histories in marketing inspired them to form Check My Ads;
The leading problems in the current advertising climate;
How the Facebook advertising boycott will impact the future of the industry; and
What "brand safety" means and the gaps in current solutions in the market.

RELATED LINKS

Learn more about Check My Ads
Sign up for the Branded newsletter
Read more of Nandini's perspectives on Medium
Get marketing insights from Claire on Medium

In the wake of the pandemic, flexible fulfillment and contactless commerce both came to the forefront. To enable great experiences in these areas, retailers need to bridge the gap between their online and digital inventories, and ensure real-time visibility into product availability and location. This is an area of great struggle for retailers, and it's something that RAIN RFID can help address. During this episode of Retail Remix host Alicia Esposito sits down with Gaylene Meyer, VP of Global Marketing and Communications at Impinj to discuss how:

COVID-19 uncovered ever-present supply chain and inventory management issues;
RFID supports greater inventory visibility and, in turn, better fulfillment and contactless commerce experiences; and
Retail teams can quantify the value of investment and get support for implementation.

Retailers have bolstered their delivery and fulfillment offerings to cater to an increasingly demanding consumer. While speed is critical, retailers also need to think about how efficient and profitable these fulfillment offerings are. Not to mention the fact that organizations are being held more accountable for their environmental and sustainability initiatives. The fulfillment puzzle is becoming incredibly complicated to solve, but Roadie has a mission: to make "on-the-way" delivery an efficient, effective and more environmentally friendly option for brands and consumers. Marc Gorlin, Founder and CEO of Roadie shares:

His take on the trends and challenges of fulfillment;
What "on-the-way" delivery means and how it can benefit retailers and consumers;
The future of the gig economy; and
What retailers should consider as they invest in their fulfillment experiences.

Most purchase decisions still begin with a basic search. What's changing, however, is where those searches take place. Most still happen on a search engine, but some occur via personal digital assistants, Amazon and other platforms. This is making brand discovery and engagement far more difficult, especially for smaller brands. Not to mention, recent announcements from Google indicate that rankings will be influenced by more experience-driven factors, such as slow load times, disruptive advertising tactics such as pop-ups, and more. Host Alicia Esposito sat down with Chris Rodgers, who is the CEO and Founder of Colorado SEO Pros, to break down some new imperatives for SEO success. They discuss:

How to refine SEO strategies to address timely business services;
Using SEO to bolster in-store traffic;
The role of content marketing in SEO strategy; and
How voice search will impact SEO.

RELATED LINKS

Get more insights from the Colorado SEO Pros blog.

Barbara Kahn is the Patty and Jay H. Baker Professor of Marketing for the Wharton School at the University of Pennsylvania. Over the course of her career, Barbara has kept a close watch on the evolution of retail and key economic and social trends that are impacting it. In recent weeks, she has assessed the impact of COVID-19 in an effort to determine its impact in comparison to the Great Recession and the latest Retail Apocalypse. During this episode, Barbara and host Alicia Esposito dig into the macro and micro trends, including:

The acceleration of disruption;
The tension among department store retailers;
The future of luxury; and
Accelerated adoption of sustainability strategies.

RELATED LINKS

Learn more about Barbara Kahn
Read the article, From Apocalypse to Supernova: How the Pandemic Is Changing U.S. Retail

Sure, the Internet has given us undeniable power, connecting us to millions of sources of information, inspiration and commerce. But when we take a closer look at most e-Commerce experiences, Andrew Blachman, who is the President of Tophatter, believes there's plenty of room for improvement. Specifically, he believes that many brand and retailer sites lack the capabilities that add surprise and delight to shopping, and encourage the "thrill of the hunt." That's where Tophatter comes in. During this episode, Andrew shares:

The inspiration behind Tophatter;
Why they decided to prioritize mobile experience;
How his experience in the ticketing space drives his ideas; and
How online shopping will need to evolve in light of the pandemic.

Last Mile has evolved from an operational concern, to a core component of the customer experience. Essential retailers have successfully pivoted to offer flexible fulfillment options, such as curbside pickup, while e-Commerce giants like Amazon are bolstering their workforce and partnerships to fulfill their delivery promises. These initiatives leave other retailers asking: How can we keep up? During this episode of Retail Remix, host Alicia Esposito sits down with Dan Eblagon, CMO of Bond, a company that helps brands (largely DTC ones) optimize the Last Mile experience. They discuss:

The long-term impact of curbside commerce;
How operations, marketing and experience team can collaborate on Last Mile initiatives; and
Ways brands can surprise and delight customers through delivery and fulfillment.

RELATED LINKS

Learn more about Bond
Download Retail TouchPoints' latest Last Mile Survey

Astound Commerce is a digital commerce company that has worked with top brands, including L’Oréal, Under Armour and Jimmy Choo. To understand how these and other brands must adapt and evolve in light of the pandemic, the company studied consumer sentiment and shifting habits during the crisis. During this episode of Retail Remix, host Alicia Esposito sits down with Vanessa Cartwright, Chief Client Success Officer, to unpack key findings from the report, as well as:

The long-term influence and staying power of key COVID-19 trends;
Critical experience and logistical gaps that brands need to address to drive conversions and loyalty;
Which categories have the most opportunity to innovate and differentiate in this new climate; and
How Astound Commerce is expanding its offerings to better serve the retail community.

RELATED LINKS

Learn more about Astound Commerce
Download the COVID-19 And The Consumer study

As a principal at Eastbanc, a prominent retail landlord in the Georgetown neighborhood of Washington DC, Philippe Lanier has been having a lot of conversations with retail partners. Through steady communication, Philippe and his tenants are determining the best way to navigate current realities, and develop a forward-looking plan for success that revolves around serving shoppers in the best way possible. During this episode, he and host Alicia Esposito discuss:

How the mall experience will evolve to be more localized and tech-enabled;
Why collaboration is central to landlord and retailer success; and
How the dynamics of these relationships, including lease agreements, will need to evolve moving forward.

RELATED LINKS

Learn more about Eastbanc
See Philippe's insights in a recent Retail TouchPoints feature

During the National Retail Federation's 2020 BIG Show, host Alicia Esposito had the chance to sit down with Bob Phibbs, the Retail Doctor, and Carol Leaman, CEO of Axonify. While the conversation was insightful, zeroing in on the fact that associates were tasked to do more than ever, the current situation has completely re-framed the conversation. That is why Alicia caught up with Bob and Carol to expand upon their first conversation, and dig into some of the new realities of workforce engagement and empowerment. Listen in to get Bob and Carol's takes on:

The future role of the store associate;
The greater need for a breadth and depth of employee training;
Whether curbside and other fulfillment models will shift workforce priorities; and
Why empathy training and soft skills are more important than ever.

RELATED LINKS

Blog: Retail Is Not Dead – Sharing True Stories of Hope For Retail Stores
Blog: Reopening Retail Stores - Tell Shoppers What’s Changed Before Arrival
Article: Employee And Management Upskilling Must Go Beyond New Safety Protocols
Article: 4 Things Every Retailer Should Be Considering Right Now

As retail stores begin to reopen, business leaders are thinking more critically about the future of the in-store experience. What is the best way to build consumer trust and make them feel at ease about going into a store? How can brands creatively bring the best of digital and physical experiences together without forcing them into an uncomfortable experience? During this episode of Retail Remix, Sam Zietz, CEO of GRUBBRR, shares his thoughts on:

Overarching trends and concerns that span retail, restaurant and stadiums;
How associate roles will evolve to balance service and sanitation;
How technology will help create a contactless commerce experience; and
Ways to ensure in-store tech doesn't lead to data gaps in stores.

RELATED LINKS

Learn more about GRUBBRR
Visit the GRUBBRR site

For many years, the Internet of Things (IoT) got a lot of buzz. Smart home and store technology illustrated the value of connecting devices and data. However, most IoT use cases have revolved around improving efficiencies, reducing energy consumption and tracking inventory throughout the store. Experience use cases are not as widely known which ultimately, creates new opportunities for brands to innovate and differentiate.

During this episode, host Alicia Esposito sits down with Cameron Worth, the Founder and CEO of SharpEnd, an agency focused on IoT strategy and application. They discuss:

Different experience applications of IoT;
Best-in-class examples from different brands;
Why IoT adoption should always starts with a strategy; and
KPIs that should be tracked based on brand objectives.

RELATED LINKS

Learn more about SharpEnd
Check out some of the IoT applications discussed
See the latest Retail TouchPoints coverage around IoT

Testing, learning and pivoting haven't necessarily been retailers' strong points. Right before COVID-19 hit, many businesses were still struggling with legacy infrastructures and disjointed processes. These legacy qualities inhibited them from responding swiftly to new consumer behaviors and competitive forces. That is why Elizabeth Elliott, who is a Managing Partner at Columbus Consulting, believes that retailers shouldn't rush to return to the status-quo. Instead, they should strive for continuous transformation, and adopt new ways of communicated and collaborating that have emerged as new realities as a result of the pandemic.

During this episode, Elizabeth and host Alicia Esposito dig into:

Top-of-mind trends and challenges for Columbus Consulting clients;
The "seven edicts of transformation";
How retailers most pivot the way they engage and empower employees internally; and
The new rules of customer communication, transparency and value creation.

RELATED LINKS

Learn more about Columbus Consulting
Access new consumer research regarding COVID-19
Visit the COVID-19 crisis management page for more resources

Now more than ever, consumers want brands to stand for something. They want authenticity and meaning. But what's the best way for retailers to stand for something when they're facing ongoing uncertainty? Nicola Smith, Founder and CEO of REBEL & REASON, believes that now is the time for business leaders to take risks and find new ways to connect and resonate with their audiences. After all, it may impact their loyalty in the long run.

During this episode, Nicola and host Alicia Esposito chat about:

What "brand bravery" entails;
Tactical exercises teams can do to uncover new ideas and unlock new business value; and
Trends Nicola believes will become standard business practices in a post-COVID world.

RELATED LINKS

Learn more about REBEL & REASON
Get more insights from Nicola and her team
See Nicola in action

Some people run away from change. Others run towards it. Joe Jackman is in the latter group. As the president and CEO of Jackman Reinvents, he helps transform brands, unlock new business value and frankly, make change less scary. And with his latest book, The Reinventionist Mindset, he's providing guiding principles to help retail executives establish a path forward, even in uncertain times.

During this episode of Retail Remix, Joe shares his thoughts on:

Why change is still so hard for retail executives;
How to balance historical data and ideation to guide strategy;
Key lessons from his work with 40+ companies; and
What a "human-centric" approach transformation really is.

SHOW NOTES

Learn more about Jackman Reinvents
Learn more about Joe Jackman
Order his book

In his role at Target, Chris Walton helped bring "the store of the future" into the cultural zeitgeist. In fact, he led the retailers' Store of the Future project and also served as VP of Merchandising and Home Furnishings on Target.com. The experience sparked some career highs, as well as some critical lessons learned. Now, Chris shares his lessons and commentary on the industry as the CEO and Founder of Omni Talk, one of the fastest-growing retail blogs...and as podcast host.

Using his tenure at Target as the foundation for the conversation, Chris and host Alicia Esposito discuss industry progress and shake-ups, especially amid COVID-19 realities. They dig into:

The accelerated adoption of contactless commerce;
A new vision for the future of the store;
New methods for shopping mall developers to innovate; and

The most exciting examples of innovation in light of store closures and social distancing.

Additional Links

Check out the Omni Talk blog
Subscribe to the Omni Talk podcast on iTunes (or wherever you listen to podcasts)
Watch Chris on YouTube
Read his insights on Forbes

Retail executive. Keynote speaker. Consultant. Author. Steve Dennis has an expansive history, and undeniable passion, for retail. Over the past 30 years, he has kept a pulse on where the industry is going, and has provided invaluable guidance to help organizations can respond. New developments surrounding the novel coronavirus have forced retailers to pause, pivot or completely rethink their businesses. Steve believes these new realities will accelerate some of the key trends he has discussed in his lectures, articles for Forbes and even his new book, Remarkable Retail.

In this episode of Retail Remix, Steve delves into:

The mounting uncertainties surrounding COVID-19;
The acceleration of disruptive forces, including the "collapse of the middle";
What the mall of the future may look like; and
The key theories and examples that drive his new book.

SHOW NOTES

Buy Steve's new book, Remarkable Retail
Read Steve's articles on Forbes
Have Steve speak

News and updates surrounding the novel coronavirus are emerging daily, if not hourly. Retailers are scrambling to adapt and respond, whether it be in the form of new hours, alternative fulfillment offerings, enhanced safety policies or furloughs. Other brands, especially those in apparel, cosmetics and other non-essential categories, are attempting to pivot their marketing and engagement strategies to digital, as more consumers spend their days browsing online.

During this follow-up conversation, the Retail TouchPoints editorial team discusses the latest news around:

Shifts in consumer behaviors;
Lifts in e-Commerce traffic; and
How brands are responding.

ADDITIONAL RESOURCES

Coronavirus Effects, Moody's
Coronavirus Safety & Security Tools, National Retail Federation
Resources & Tools for Addressing COVID-19, National Council
Coronavirus Information & Resources, ICSC
COVID-19 Global Cases, Johns Hopkins
Coronavirus Report, SAS
Retail TouchPoints Coverage & Analysis

All brands are adapting their experience strategies to Gen Z in order to capture more wallet share. For Barnes & Noble College, it's imperative for survival. That's why Ken Wincko, VP of Marketing, is focusing on creating digital strategies that help college students feel more connected to their communities. During this episode of Retail Remix, Ken reveals why he's actually in the business of experience orchestration, and how Barnes & Noble College has seen success with:

Mobile and social integration;
Lifestyle-inspired product curation; and
Brand partnerships, activations and events.

With a rich history in licensing, Christine Currence has reached a new milestone in her career: president and owner of Badgley Mischka. Now, she's helping the brand navigate this exciting, albeit volatile, time in fashion. The advent of social media has eliminated the exclusivity in luxury, with consumers demanding more access, more authenticity and more alignment with brands. During this episode of Retail Remix, we sit down with Christine and dig into:

Her rich career in fashion, and how she ended up owning Badgley Mischka;
What the fall of "exclusive luxury" means for fashion brands; and
How the brand is using innovative technology, such as Runway by SAP, to bridge the gap between customer feedback and brand strategy.

News and developments surrounding COVID-19 are being released at a rapid pace. The Retail TouchPointseditorial team has been working diligently to update readers on new guidelines, store closures and realities surrounding supply chain, logistics, e-Commerce experience and more. However, these updates have been coming so quickly that the team has decided to come together to have a quick discussion around what's happening right now and what the implications may be down the line.

During this episode, Alicia Esposito connects with editor Adam Blair and senior editor Glenn Taylor, to get their perspectives on:

Latest store closures and revised hours across categories;
The state of malls and possible implications for developers and mall-based retailers;
Strategic approaches to "social distancing," with an emphasis on flexible fulfillment options;
Supply chain delays and logistics challenges that are impacting the customer experience; and
How brands are leveraging empathy to take a people-first approach to navigating the pandemic.

ADDITIONAL RESOURCES

Coronavirus Effects, Moody's
Coronavirus Safety & Security Tools, National Retail Federation
Resources & Tools for Addressing COVID-19, National Council
Coronavirus Information & Resources, ICSC
COVID-19 Global Cases, Johns Hopkins
Coronavirus Report, SAS
Retail TouchPoints Coverage & Analysis

As the president and owner of Badgley Mischka, Christine Currence is tasked with helping her business partners (including Mark Badgley and James Mischka) keep pace with new consumer trends and engagement imperatives. When she's not, she's a shopper...just like us. During this installment of Rapid Fire Retail, we learn her preferences and what tech she believes will have the biggest impact on the industry in 2020.

Melissa Gonzalez, Founder and CEO of the Lion’esque Group, has been one of the driving forces in the era of experiential retail. One of the first experts to delve into the pop-up paradigm (hence her book of the same name), Melissa has worked with countless brands to help them reimagine their brick-and-mortar experiences. Listen in as she shares her take on what’s next in experiential, the technology she’s especially excited about, and how her company’s merger with MG2 will lead to big things for the industry at large.

How does one of the key leaders in experiential retail prefer to shop? What brands is she loyal to? Most importantly, what advice does she have for retailers striving to stay relevant in consumers’ minds and hearts? During this episode of Rapid Fire Retail, we get to the heart of some key issues (and have some fun) with Melissa Gonzalez, Founder and CEO of the Lion’esque Group.

In the new era of retail, having the right price and product will only get you so far. That’s what people use Amazon for. To win shopper loyalty, brands must prove to them that they stand for something—and that they align with consumers’ values, beliefs and lifestyles. Rob Garf, VP of Industry Strategy and Insights at Salesforce, breaks down the big trust issue in retail, and how diversity, sustainability, and other issues are rising to the top of retailers’ priorities.

Rob Garf has been in the retail space for 20 years. He’s whip-smart, forward-thinking and is an all-around good guy. He’s a key source for Retail TouchPoints as we strive to uncover the leading tech trends and imperatives for experience success. While we dig into a lot of that in next week’s episode, this week we want to get to know him a little bit better. During the first installment of our Rapid Fire Retail segment, Rob shares his favorite brands, his shopping preferences, and his take on which technologies are a must-watch—and which are a merely a fad.

If the 2019 holiday season taught us anything, it’s that digital commerce, and specifically mobile commerce, has reached a whole new level of adoption. As a result, retailers must always be thinking of how their brand experiences render to smartphone screens. Jason Woosley, Vice President, Commerce Product & Platform at Adobe, uses the company’s holiday research to make bold predictions for 2020, and shares the tech investments retailers need to make in order to maximize engagement and revenue results.