Summary Paul Hornby, Digital Customer Experience Director at The Very Group (owner of very.co.uk and other brands) joins Ian Jindal and Georgia Scott to discuss his role, career and the positioning of Very within the market. We explore the history of the group, which dates back to 1890, and how it has evolved into the UK's largest domestic online-only retailer with an integrated flexible payment platform. We delve into the concept of digital experience and how the Very Group aims to help families get more out of life by offering a wide choice of products and flexible ways to pay. They also touch on the challenges of marketing and personalisation, as well as the ongoing technology transformation at the Very Group. Listen out for the term "technical cholesterol" - both the phrase and the explanation are delightful and we wish that we'd thought of this, but the recording doesn't lie ;)   Takeaways

• The Very Group is the UK's largest domestic online-only retailer with an integrated flexible payment platform.
• The company aims to help families get more out of life by offering a wide choice of products and flexible ways to pay.
• The role of credit is to support families in managing their household income and making purchases more affordable.
• The Very Group is focused on digital experience and constantly optimizing the customer journey.
• The company is undergoing a technology transformation to create a composable architecture and enhance the customer experience.

Quotes

• "Our purpose as a business is to help families get more out of life."
• "Our job was to translate [the heritage] into a digital world, create a compelling digital experience, and then find a way of translating the mechanism of how you could spread the cost online."

Chapters 00:00 - Introduction and Lunch 01:17 - Introducing Paul Hornby 02:12 - Paul's Role at the Very Group 03:39 - The Unique Proposition of the Very Group 04:38 - The History of the Very Group 06:35 - The Catalog Business and Credit Offering 09:26 - The Transition to the Digital World 13:12 - The Role of Credit in Supporting Customers 15:08 - The Value Proposition to Customers 16:35 - Market Competitive Pricing and Credit Options 21:06 - Digital Marketing and Personalization 24:48 - Paul's Career Journey 29:34 - Returning to the Very Group 32:31 - The Technology Transformation at the Very Group 38:11 - Creating a Learning Culture 39:09 - The Exciting Future of the Very Group

 

--  Run time: 48 minutes

INFORMATION:

[ 🖥️ ]

Very - https://www.very.co.uk/

The Very Group - https://www.theverygroup.com/   

 

[ 👨‍👧 ]

Paul Hornby: https://www.linkedin.com/in/paulhornby/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/  

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

Welcome to a special episode featuring Mark from Guitar Guitar, who joins us to celebrate the company's 20th anniversary. Hosted by Ian Jindal, Editor-in-Chief of Internet Retailing, and Georgia from Adobe, this episode dives deep into the evolution of Guitar Guitar and its unique approach to music retail.

Mark shares the history of Guitar Guitar, from its humble beginnings to becoming a significant player in the music retail industry. He discusses the company's commitment to providing a personalized customer experience, both online and in-store, and the challenges and triumphs they've faced over the years.

The conversation touches on the innovative ways Guitar Guitar has integrated technology to enhance customer interaction, the importance of maintaining a physical store presence, and the company's recent transition to an employee-owned business model. Mark also highlights their efforts in music education and community engagement, reflecting on how these initiatives align with their core values.

Join us for an insightful discussion about the past, present, and future of Guitar Guitar, and learn how they continue to make music more accessible and enjoyable for everyone.

 

--  Run time: 33 minutes

INFORMATION:

[ 🖥️ ]

Guitar Guitar - https://www.guitarguitar.co.uk/  and https://www.linkedin.com/company/guitar-guitar-limited/ 

[ 👨‍👧 ]

Mark McKenzie: https://www.linkedin.com/in/mark-mckenzie-uk/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/  

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

Molly Dobson is the Managing Director of Currys Business, the B2B operation of the long-established Currys brand, that covers white goods to smart devices via outdoors electricals and gaming... basically anything with a plug or voltage! See www.currys.co.uk. Molly explodes into our studio like a positive force of nature, and takes us at a gallop through the business, the service approach, and how expertise, people, systems and great service come together into the B2B offering. We hear of Molly's career and how the data+customer obsession has been a connective line through her roles. 

Molly takes us through how to balance "service with a capital and small 's'" and how to attach that service element to products. We go through the weird and wonderful and perhaps dwell for a while on pink flamingoes, yet the central core is a commitment to the business customer.

This chat changed our views on Currys and B2B.

-- 

Run time: 40 minutes

INFORMATION:

[ 🖥️ ]

Currys Business: https://business.currys.co.uk/ and https://www.linkedin.com/company/currysbusiness/ 

 

[ 👨‍👧 ]

Molly Dobson: https://www.linkedin.com/in/mollydobson/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal 

 

Two fresh angles that speak to the developments in multichannel retail - changes in formats, product, audience engagement and business models.

Our first guest, Charlotte Fairbairn, talks us through the model of MyWardrobeHQ, the luxury-rental-subscription-white-label genre-defying multi-hyphenate business that's carving a new path for fashion brands in the re-commerce, circular economy.

We learn from Charlotte some of the operational and business challenges they've overcome in their journey, as well as some choice insights on what it takes to create circular commerce with your customer.

Janis Thomas of Look Fabulous Forever gives us a new look on cosmetics as she explains the brand's genesis, founded for the specific needs of older skins. We hear how a start-from-scratch tale of needs analysis, product development and market creation started with the founder, along with how the business grows its base. Along the way we delve into Janis' career and learn that nothing's new in the world of subscription commerce (or rather, that she was pioneering approaches way before we were reporting on them!).

This recording is also a welcome to the studio to Georgia Scott, my co-host from Adobe. Georgia settled immediately into the studio and we'll do a 'behind the scenes' chat with Georgia over the summer, including perhaps that our first event partnership was over a decade ago at the British Embassy in Paris...  Welcome Georgia to the series!

-- 

Run time: 52 minutes

INFORMATION:

[ 🖥️ ]

MyWardrobeHQ: https://www.mywardrobehq.com/ 

Look Fabulous Forever: https://www.lookfabulousforever.com/ 

[ 👨‍👧 ]

Charlotte Fairbairn: https://www.linkedin.com/in/charlottelingmba/ 

Janis Thomas: https://www.linkedin.com/in/janisthomas/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 🎙️📷 ] Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal ( www.instagram.com/ianjindal ) 

 

In our second run-and-record session from NRF 2023 in New York in January 2023, we catch up with Mike Wallwork, Head of eCommerce at Footasylum, the fast-growing destination for sneakerheads in the UK... 

From a distinct, Manchester-born DNA in 2005, the business has grown rapidly online and into 66 stores. In our conversation Mike gives us an insight into the knowledge, passion and expertise in the team that connects a very demanding and knowledgeable consumer with local yet global trends. It's clear the level of consideration, expertise and focus needed - "our teams are basically our consumer" - even between the Footasylum and (subsidiary) Sevenstore (https://www.sevenstore.com/).

We chat about their app (including in-app voting), loyalty schemes,  brands, understanding the customer, engagement, how to keep the inspiration fresh while spotting up-and-coming trends, and the growth of own-brand. Not bad for 17 minutes!

 

-- 

Run time: 17 minutes

INFORMATION:

[ 🖥️ ]

Footasylum: https://www.footasylum.com/ 

Sevenstore: https://www.sevenstore.com/ 

[ 👨‍👧 ]

Mike Wallwork: https://www.linkedin.com/in/mike-wallwork-2035315/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 🎙️📷 ] Recorded at NRF 2023 in New York and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

 

During an exceptionally busy NRF 2023 in January in New York we managed to grab some time with Gijs van Engelen, the Chief Digital Officer and member of the Board at Hunkemöller, one of the largest lingerie specialists in Europe. They have a direct site in the UK (https://www.hunkemoller.co.uk/), while also selling via retailers like Next, and a US/Global site at https://www.hunkemoller.com. Meanwhile their stores are to be seen in most town centres in northern Europe.

 

Jamie and I chatted with Gijs against the bustle of 40,000 retailers jostling around the Javits Centre, and we covered the brand's history, position and growth focus for 2023. Of particular note is approach to multichannel, blending store and online, and how to make each store simultaneously a flagship and a profitable endeavour. Gijs also covers the use of marketplaces as a market-entry strategy (eg Zalando in Switzerland and Asos in the UK).

-- 

Run time: 20 minutes

INFORMATION:

[ 🖥️ ]

Hunkemöller: https://www.hunkemoller.co.uk/ 

 

[ 👨‍👧 ]

Gijs van Engelen: https://www.linkedin.com/in/gijs-van-engelen-760582/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

[ 🎙️📷 ] Recorded in New York at NRF 2023 and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal ( https://www.instagram.com/ianjindal ) 

With us in the studio we Kate, from Tern.eco and Mats who founded Polarn O. Pyret (PO.P) in the UK, recently amalgamated from master-franchisee to part of the global operation.

Kate Walmsley is a pioneering retail leader who has created a platform to integrate second-hand sales into a brand's offering, integrating the option to buy new, buy second-hand, within the same experience.

Mats Nilsson, of Polarn O. Pyret, the doyens of the organic cotton striped kidswear, tells us about their journey to include second-hand in their offering. We hear of the brand's quality obsession (one of the pioneers in the use of organic cotton) and their obsession with great quality, even planning unisex styles to be handed down through a family from brother to sister several times. Mats is clear that giving their cherished, high-quality clothing an extended life in a different family is simply an extension of their values. 

Mats and Kate give us much to be positive about, while also reminding us that it is motivated people, allied to purposeful brands, that really drive progress. An inspiring session in the studio!

 

-- 

Run time: 43 minutes

INFORMATION:

[ 🖥️ ]

Tern: https://www.tern.eco/ 

PO.P: https://www.polarnopyret.co.uk/ and https://www.polarnopyret.co.uk/blogs/pop-magazine/po-p-second-hand 

[ 👨‍👧 ]

Kate Walmsley: https://www.linkedin.com/in/kate-walmsley-573608/   

Mats Nilsson: https://www.linkedin.com/in/mats-nilsson-55b8931/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

[ 🎙️📷 ] Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Joining us in the studio at the end of 2022, Jennifer North, Head of Digital Experience at Hobbycraft, gives us an eye-opening insight to the demanding, innovative craft and hobby market in the UK, and their multipronged and entrepreneurial position.

We hear about the craft customer - artists, hobbyists, businesses and the growing "sidehustle" generation of digitally-amplified creators - and how their demands and behaviours changed over the pandemic and now into 2023.

Jenny covers loyalty, subscriptions, apps, customer insight... as well as a fascinating glimpse at their customers' requirements - listen out for the hand-knitted nativity set and the laser-cut materials!

The briefest glimpse at https://www.hobbycraft.co.uk/ will show the range and depth of the offering - along with a view of the triumph to present in a scaling, engaging experience.

-- 

Run time: 33 minutes

INFORMATION:

Jennifer North: https://www.linkedin.com/in/jennyanorth/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Cocoon (https://www.cocoon.club/) is a London-based circular subscription service for bag lovers. Not just any old bags - high end, desirable handbags. They operate a membership model, where a subscription unlocks access to the collection and weekly drops to support maintain freshness and energy. The business blends luxury service, product experience, sustainable and circular business models and of course the attraction of a scale-up with an interesting digital platform.

Ian was pleased to get some time with founder and luxury expert Ceanne Fernandes-Wong and in the cosiness of the studio we learn of the business drivers, the realities of providing the service, along with Ceanne's rich experiences and reflections from a career of leadership in luxury - Net a Porter, Vestiaire Collective, Kate Spade...

There's some bonus material at the end - we had so much to cover it was hard to leave the studio!

-- 

Run time: 44 minutes

INFORMATION:

Ceanne Fernandes-Wong: https://www.linkedin.com/in/ceannefernandes/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Andy Jayes is a retail and digital veteran, and has earned that accolade given his background in BHS, House of Fraser, Selfridges, Virgin Megastores... along with covering the gamut of digital - from product and merchandising, via operations and development - to his current role as Digital Director at Fenwicks, the independently-owned, unique and quirky department store mini-chain.

There's so much to follow here - his journey from chef to chief, the positioning of Fenwicks and the sources of distinctiveness, the role of Digital Director, and how digital can transform a last-century business while retaining and using its DNA... As a result we just dived straight into the middle!

If you're not already familiar with Fenwicks then do check out their website (https://www.fenwick.co.uk/) to see the range of products and something of their history on Wikipedia (https://en.wikipedia.org/wiki/Fenwick_(department_store)) or in their own words (https://www.fenwick.co.uk/our-story.html).

-- 

All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

Run time: 30 minutes

INFORMATION:

Andy Jayes: https://www.linkedin.com/in/andrew-jayes-14307821/  

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Camilla Henriksson is the Global Brand Innovation Manager at H&M, as well as the Global Head of Customer Experience for their Lifestyle Brands... that should give you a clue as to just how busy Camilla is, and the range of her interests. We caught up with her fresh from the launch of Atelier100, a global collaboration with another global Swedish powerhouse, IKEA. Atelier100 (https://www.atelier100.com/) is a project that seeks to 'democratise design' and has three objectives for the partnership: to find and support local creatives; to explore and support local production; and to work on local relevance.

This is an extraordinary project as a stand-alone, but when you consider it's a joint endeavour between two global businesses it acquires an additional level of purpose, learning and connection.

During our conversation Camilla gives us an insight into her career and how she's moved through product, visual merchandising, stores, digital, innovation, circular economy and sustainability... as well as in different parts of H&M. Her clarity on delivery, focus and learning is clear - and from her open conversation and enjoyment of her role we can see that humour and culture are definite contributing factors to success!

During our discussion we mentioned in passing the Grand Prix-winning project at Cannes Lions in 2021. Called "the Loop" it's an in-store end-to-end recycling machine and you can see details here: https://www.youtube.com/watch?v=rQhaZNWfZmY

We also discussed the role of Matter, the local/sourcing research consultancy, and you can see their work here: https://ma-tt-er.org/ 

 

-- 

All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

Run time: 30 minutes

INFORMATION:

Camilla Henriksson: https://www.linkedin.com/in/camilla-henriksson-56863231/  

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Operating in 25 countries, with 49million active customers and featuring 5,800 brands, Zalando is a European fashion powerhouse that we've long tracked and admired. Megan Maley spoke at Shoptalk Europe 2022 when we launched the Global Elite 1000 report, and I invited her to share with us some of the dynamics, focus areas and directions of travel for Zalando from the vantage-point of her role as GM UK/Ireland and Benelux.

We hear about the platform approach, an obsessive customer focus, a relationship with the brands they sell, market entry and growth and of course the long-standing commitment to sustainability, with some 22% of products sold now coming from the more sustainable ranges.

Megan shares with us the importance of getting into the path of the customer, but we also hear about her career path and the idea of "provoking your destiny". 

This is a generous, open and inspiring conversation with a thoughtful leader in one of Europe's leading retailers.

-- 

All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

Run time: 40 minutes

INFORMATION:

Megan Maley: https://www.linkedin.com/in/megan-maley-7478a24/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Welcome to an illuminating discussion with Rad, VP of Supply Chain at Flaconi, Germany's leading online beauty marketplace. In this episode, we delve into the fascinating supply chain management domain within the beauty sector. 

Since its inception in 2011, Flaconi has made gains in the German market, with over 25% share, and continues its successful journey across multiple European countries. Rad, with his extensive experience handling supply chains for luxury brands in Dubai, brings distinctive perspectives on the beauty industry.

Rad brings to life the transformative role of supply chain management in digital retail, emphasising viewing it as a value-adding function fostering business growth rather than a cost centre. 

Rad offers an intriguing overview of the beauty industry’s dynamic nature. He illustrates how brands rise and fall in the blink of an eye due to fluctuating consumer preferences and intense competition. We discuss the benefits of leveraging customer data and predicting stock movements to optimize costs, allied to the notion of sustainability in business practices.

We learn not only about an agile supply chain to support flexible business, but also the dynamics of the online beauty market.

 

--  Run time: 28 minutes

 

INFORMATION:

[ 🖥️ ]

Flaconi - https://www.flaconi.de/ and https://www.linkedin.com/company/flaconi-gmbh/ 

[ 👨‍👧 ]

Rad Jha: https://www.linkedin.com/in/radharaman-jha/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/  

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

Provenance provides a framework for retailers and brands to assess, monitor and communicate their sustainability, and this has progressed from a technology play (developing data and blockchain services) into "sustainability marketing technology". We go behind the scenes with Jessi Baker, the founder and CEO, and along the way discuss the challenges of implementation, how brands are adapting to and embracing transparency, and the direction of travel in making sustainably supply chains easy and relevant for the consumer. Jessi mentioned the phrase "glass-box brands", succinctly describing the radical transparency and scrutiny under which modern businesses now operate.

Sienne Veit is the Group Digital Product and Platform Director for Kingfisher PLC, owners of Screwfix, B&Q, Castorama and others in a £13bn turnover powerhouse in the "homes" and DIY sectors across Europe. Sienne tracks the idea of a "product" and how the aim is to "create joyful things" that increase not only increased sales but also enhance the experience of interacting with the brand, solving consumer problems. She repeats the concept when she describes how the combination of data science and engineering can 'make meaning and create joy' - surely a rallying cry for our times!

Join us in the studio for this informative, wide-ranging and clear discussion on key themes in modern retail: data, transparency, technology and the consumer's experience.

 

All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

Run time: 54 minutes

INFORMATION:

Jessi Baker MBE: https://www.linkedin.com/in/jessibaker/ 

Sienne Veit: https://www.linkedin.com/in/sienneveit/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Two major brands discuss innovation, digital, delivery and retail. We hear from Ali Holmes, Senior Ecommerce Director at Pepsico Europe, and Megan Ludlow, Innovation Partnership at Marks & Spencer.

We mentioned that Ali had featured on the cover of InternetRetailing Magazine back in 2012 and you can see that edition here: https://internetretailing.net/magazine/internetretailing---july-2012-volume-6-issue-5

All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

Run time: 53 minutes

INFORMATION:

Ali Holmes: https://www.linkedin.com/in/aliholmes/ 

Megan Ludlow: https://www.linkedin.com/in/megan-ludlow/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

As we return to the studio, this is a conversation full of surprises, of twists, turns and revelations, and it's one of those serendipitous discussions that just leave you thinking "wow".

We hear from Claire Bottle, the new-ish CEO of the UK Warehousing Association. Claire covers the serendipity that led from a secretarial role to a logistics leader, with the mentoring she received and how she now looks to create opportunities and training within the industry.

Gavin's journey goes from Facebook to establishing a cannabis store, via Tesco and arrives at digital health data. It's a track that blends bravery with analysis, clarity and flexibility.

Both of these journeys share one thread - that they defy our expectations. Claire comments that her path is "by no means stereotypical" while Gavin notes several times that the commercial realities today and in the future and "different to our mental model".

This is a podcast full of opinion-changing insights and rather than spoiling the surprises now, I'll just remind our listeners that a full transcript with notes and links is available via https://internetretailing.net/retailcraft-retail-podcasts

More information on the UKWA here (https://www.ukwa.org.uk/) and on AltaFlora here (https://www.altaflora.co/).

We also noted in passing that Gavin had featured on the cover of InternetRetailing Magazine - here's an archive link to that issue, from 2011! https://internetretailing.net/magazine/internetretailing---november-2011-volume-6-issue-1 

Run time: 47 minutes

INFORMATION:

Claire Bottle: https://www.linkedin.com/in/clarebottlefcilt/ 

Gavin Sathianathan: https://www.linkedin.com/in/gavinsathianathan/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Reckitt Benckiser Group PLC is a British multinational consumer goods company. Formed some 200 years ago it is a stalwart of the FTSE100 and turns over some £14bn (2020). It owns some global powerhouse brands in the health/hygiene/nutrition space, many of which are part of the fabric of UK society - Durex, Dettol, Airwick, Clearasil, Nurofen...

In this episode we spend time with Greg Duce, Area Ecommerce Director, Europe, Australia and New Zealand at Reckitt and it's a privileged look behind the brands at the realities of moving direct to consumer, embracing digital and maintaining values.

We were struck in chatting with Greg at the focus upon people and skills development, the need to move rapidly yet without losing track of the brand values. Greg articulated with great clarity that the transition to digital-first (without leaving behind the successful, multi-billion legacy) requires the ability to see multiple things at the same time - and to act for now and the future at the same time. Greg talks about the need to "win today and win tomorrow', and how this requires the simultaneous adoption of two competing maxims: the first is the mantra of "fewer, bigger, better" investments (using Reckitt's scale), while at the same time placing "bets everywhere to see what sticks" (because you have to recognise that new competitors are not limited to the legacy competitors). This 'duality' is at the heart of the digital approach - a flexibility of mind and approach that is worthy of a chapter or two by Von Clauswitz or Sun Tzu! 

The full transcript is available via https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

 

Run time: 47 minutes

INFORMATION:

Greg Duce: https://www.linkedin.com/in/greg-duce-1888897/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded and engineered at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Another Tomorrow (www.anothertomorrow.co) is a startup that blends luxury with sustainability. It is interesting because it has digital 'baked into' the DNA - from traceability and sourcing through selling and a second life for products. The founder, Vanessa Barboni Hallik, bring a mixture of passion, flair and analytical insight to the fashion industry and has positioned Another Tomorrow at the intersection of design, sustainability and technology.

Vanessa was kind enough to meet with me in her Bleeker Street store in New York, and brought the brand, its story and direction of travel to life. 

We recorded at 7am but the film crew and leaf-blowers were out in force as they prepared for the day's filming of the Sex and the City series reboot. It was all happening, but nothing interrupted our conversation and the team at Spiritland cleaned the audio wonderfully! 

This interview is full of important insights on sourcing, culture, traceability, how to grow while maintaining focus, and remaining a 'point of discovery' for your customers.

The full transcript is available via https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts

 

Run time: 32 minutes

INFORMATION:

Vanessa Barboni Hallik: https://www.linkedin.com/in/vanessabarbonihallik 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

 

Recorded remotely in Another Tomorrow's Bleeker Street, New York store, and engineers by Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

In the digital studio for this episode we followed the path of comfortable word-at-home wear to one of the original pioneers of relaxed clothing - none other than Lands' End, with their strapline of "Let's get comfy".

Initially visible in the UK via their catalogues and direct to consumer advertising, we hear from Constanze Freienstein, Managing Director, Europe, about the digital growth of the brand.

We touch upon product development via sustainability, cashmere, social engagement and the 'comfort fund' - how the whole team work for inclusion and social good.

You can see more about Lands' End's sustainability approach here: https://www.landsend.co.uk/Resources/co/Sustainability.html

Constanze was recently interviewed by Chloe Rigby on InternetRetailing (https://internetretailing.net/interviews/interview-how-lands-end-helped-customers-get-comfy-online-in-a-challenging-year) and there's a case study on Lands' End in the 2021 RetailX European Top1000 (https://internetretailing.net/top500-reports/annual-reports/the-2021-retailx-europe-top1000)

 

Run time: 34 minutes

INFORMATION:

Constanze Freienstein: https://www.linkedin.com/in/constanze-freienstein-6194752/ 

Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ 

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

After a number of attempts with our online studio system, we managed at last to catch up with Stephen Langford, Director of Ecommerce at Marks & Spencer. We appreciated his patience as we tried to connect and we benefitted from a wide-ranging discussion with him about e-commerce and the changes at the heart of M&S - an organisation that's simultaneously a permanent innovator and a national institution.

We trace Stephen's background - starting at Tesco, M&S, George, Asda... and now back to M&S. A 'boomerang' as he calls it!

Digital is clearly at the heart of the transformation plans at M&S, with support from the board, CEO and Chair. We learn how this process of renewal and focus is a step beyond the transformation around a decade ago, where M&S launched their 'dot com' commitment, and signalled their capability with a major platform, investment in a cutting edge DC and a talented team. It was the fruit of this work that saw M&S featuring in the RXUK Elite rankings of the Top500. However, Stephen notes that time and technology move on and that a new, renewed phase is underway. He cites the internal mantra of progress - "never the same again" - in recognition that as the world changes so do the capabilities and approaches necessary for success.

Along the way we touch on COVID, skills, projects, selling other brands and the M&S customer.

 

 

Run time: 26 minutes

INFORMATION:

Stephen Langford: https://www.linkedin.com/in/stephen-langford-b388113/  

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal) 

Our first episode of 2021 continues our Grocery theme, with this in-depth and wide-ranging conversation with Chris Conway, eCommerce Director at the Coop.

We had recently interviewed Chris for our Grocery Innovation Report (https://internetretailing.net/groceryinnovation2021) and couldn't wait to bring his insights to life on the podcast. Sadly, the gremlins of the internet decided we'd had too easy a run over the last year and so it took several attempts, many disconnections, much patience and a fair wind to get this episode on 'tape'. Massive thanks to Chris for his humour and perseverance! Jamie and I were desperate to ensure that we (re)covered the same topics so that nothing was lost!

We hear about the Coop's response to COVID and how their existing plans were accelerated by the pandemic. Chris paints a clear picture of the values at the centre of the business, as well as key behaviours like partnership, openness and flexibility that have created an opportunity for the Coop's food business. Following on from our interview with Chris Poad of Tesco we can see that the Coop's path started in a different place and follows a different trajectory - yet equally innovative and illustrating why the UK's grocery sector is so varied and dynamic.

In conversation we cover their roll-out with Deliveroo and other local distribution partners, their blending working and hyper-local approach, the injunction from the CEO to be the "Transformer in Chief" and how partnership is a way of doing business.

 

Run time: 39 minutes

INFORMATION:

Chris Conway: https://www.linkedin.com/in/chris-conway-76ba2b19/ 

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/p/CLGv5-JpCSU/) 

For our final episode of 2020 we 'beam into' the studio Rui Francisco of PepsiCo Europe and Dan Mahoney from Whittards of Chelsea. Rui and Dan remind us of a passion for products that bring a smile to customers' faces and their growing direct-to-consumer activities.

Rui is up first. He's the European Ecommerce Director for PepsiCo, and we hear from him about their pan-European team, the moves to selling direct, not to mention his own interesting career path to ecommerce.

From a global brand's regional team, we then chat with Dan about how a British heritage brand is operating globally and direct to consumer. Dan has extensive experience in ecommerce, but in his role as Customer Director at Whittards it's fascinating to hear of his own learning journey about tea and coffee, and how the lockdowns have increased their customer focus and digital activities.

Our thanks to Dan and Rui for sharing their experiences with us, and they bring to a close our 2020 podcasts. We look forward to picking up in 2021 but until then we wish all our listeners happy trading.

🎄 

Run time: 55 minutes

INFORMATION:

Rui Francisco: https://www.linkedin.com/in/rui-francisco/ 

Dan Mahoney: https://www.linkedin.com/in/mahoneydaniel/ 

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal.

Tales of transformation in the studio today. First up a conversation with Guy Magrath, recently Chief Digital Officer at Electrocomponents PLC (better known in the UK as the owners of RS Components, purveyors os millions of plugs, bulbs, suppliers for makers and menders around the world).

Guy talks us through many years of change and progress at this global, complex business, culminating in his 5 steps that are very persuasive indeed.

Along the way we pay tribute to the makers of the world, and a moving example is that of Ben Ryan who set out to create a new type of prosthetic arm for his 10-day old son. You can read Ben's story here: https://uk.rs-online.com/web/generalDisplay.html?id=fortheinspired/customer-ambionics and see the video story here: https://www.youtube.com/watch?v=UOBVuy2FxoA

Graham Wilson joins us from Sofology, the specialist sellers of Sofas. Selling sofas at the best of times can be a challenge, with lead times, checking colour and seating options, envisioning the sofas in your own home... Graham takes us through some of the digital innovations underway that are enhancing the selling and service propositions and giving the stores a dynamic role during the lockdown(s).

 

Our thanks to Chris for giving us so much time, and we'll pick up with him again post-Christmas to see how the peak-upon-peak of trading turned out.

 

Run time: 55 minutes

INFORMATION:

Guy Magrath: https://www.linkedin.com/in/guy-magrath-ned/ 

Graham Wilson: https://www.linkedin.com/in/graham-wilson-b854594/ 

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal.

At the end of NRF 2024 in New York I was able to chat with Juliet Scott-Croxford of Brompton Bicycle. Juliet is President, North America, and leads the growth of this quintessentially British brand in the market.

Brompton is an urban-first, engineering-born, British-made success story, and so the transition to the US is an interesting one. Leading with a combination of product quality and clubhouse retail vibe, they have been at the vanguard of the city-centre, community cycling renaissance that brands like Rapha (just along the road from them in Soho) have embraced.

I caught up with Julia in the back-office stock area of their Soho store as she prepped for an evening event, hence a bit of "real life buzz" in the background of the recording 📼.

In our chat we cover their hire scheme, the Brompton Junction Stores concept, retail partnerships and expansion, Juliet's career path, the importance of a strong team, the "Activating Cities" strategy and the move to B-Corp status...

 

--  Run time: 32 minutes

 

INFORMATION:

[ 🖥️ ]

Brompton Bicycle: https://www.brompton.com/ and https://www.brompton.com/find-a-store/brompton-junction/new-york 

[ 👨‍👧 ]

Juliet Scott-Croxley: https://www.linkedin.com/in/juliet-scott-croxford-72050313/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/  

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

Chris Poad, Managing Director, Online at Tesco PLC joins us in the studio for a wide-ranging and extensive discussion. Fresh from a series of senior roles at Amazon (heading Fulfilment by Amazon, then Director, Amazon Business International), Chris has returned to the UK to take up the reins at Tesco's online activities - just in time to be in the eye of the COVID storm! 

We segue from his career to the Tesco response - an impressive and sustained activity at scale - and we learn about the values that drove the work, the decision-making approaches, and how the team runs under such great pressure.

The interview is chock-full of insights, expressed with clarity and openness - it's a privileged view inside Tesco at a defining time. There are too many quotable nuggets to list here, but the title of this podcast references a perceptive classification of decision-making - jump to 22m10s if you can't bear to wait! It's worth it.

Our thanks to Chris for giving us so much time, and we'll pick up with him again post-Christmas to see how the peak-upon-peak of trading turned out.

 

Run time: 38 minutes

INFORMATION:

Chris Poad: https://www.linkedin.com/in/chrispoad/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal.

A bumper edition for the stifling dog-days of August! 

We kick off with an in-depth chat with Mark Wright, Group Operations Director at Fat Face. Mark's got an incredible track record in retail - online, offline and multichannel - with stints as head of trading at M&S and as Managing Director, Omnichannel and Jack Wills. His role at Fat Face covers all operations and trading and so it was interesting to get his reflections upon the lockdown, recovery and impact. Mark's a direct and generous guest and so there's no holding back!

After Mark we hear from Murray Lambell, the VP of Trading at eBay UK. Murray's role is to help major retailers and brands get onto the eBay platform and there are some suprises here, with no hard sell. 27 million (yes, million) active customers on eBay are the "bait" for sellers, and Murray's team look at what they're are searching for, identify gaps, and then approach retailers and brands to take up that demand. Murray shares  with us the partnership approach and, as if a jolt were needed this year, points out that 60,000 sellers have joined eBay in the last 90 days! Busy, busy times indeed.

 

Run time: 53 minutes

INFORMATION:

Mark Wright: https://www.linkedin.com/in/mark-wright-74824b/

Murray Lambell: https://www.linkedin.com/in/murraylambell/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal.

Still in lockdown limbo, we use the internet to speak with two guests from the beauty and electricals sectors.

 

First up is Aaron Winsloe, the Head of eCommerce USA for The Hut Group. We spoke with Aaron in his new office just before the group results were announced - an impressive 24% revenue growth to £1.1bn and a 22% increase in profits. With 66% of group turnover coming from the international operations, it was a timely moment to catch up with Aaron, and in particular the trading and learning experience over COVID.

 

Next up is John Roberts, founder and CEO of AO.com. John has some very pithy sayings, as well as a lovely 'origin story' for how 'Appliances Online' (as it was 20 years ago) was founded. This interview was recorded as a keynote for IRX Engage's inaugural digital event, and in discussion we hear about the 'pivot' to a direct-selling brand and the values that underpin the business' success.  The sound quality is more "phone line" than "BBC Studio" but John is such a compelling speaker that we had to share the interview.

 

 

Run time: 26 minutes.

INFORMATION:

Aaron Winsloe: https://www.linkedin.com/in/aaron-winsloe-a0a30680/

John Roberts: https://twitter.com/johnrobertsAO

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal.

As Lockdown continued, we caught up with our guests 'over the web'.

Our first guest is Gracia Amico: chair, non-executive advisor and experienced CEO. In the past, she’s held senior digital and commercial roles at Burberry, TopShop and Hobbs, as well as CEO at Pets Pyjamas. After a period as Head of Digital Operations at Sun Capital, Gracia is now a non-executive Director at Stitched (the online curtains and blinds seller) and Chair of the pet technology company, Pet Mate.

With Gracia we learn about the dynamics of the 'pet' market, discuss the role of the CEO and the skills needed as Chair, and touch on an investor view of the skills needed to thrive as we emerge from lockdown.

Robin Phillips is our next guest. Robin is the CEO of The Watch Shop, but his career has seen him cover the gamut of ecommerce. He was Ecommerce Director at Waitrose, then Director of Omnichannel for Boots, before joining Kurt Geiger as Director of Digital. Robin’s experience then across fashion, food and pharmacy mean that he’s got a unique take on retail over the COVID lockdown, as well as some interesting insights on how The Watch Shop can be a brand platform for watch brands to sell. 

 

Run time: 40 minutes.

INFORMATION:

Gracia Amico: https://www.linkedin.com/in/gracia-amico-7aa9b0/

Robin Phillips: https://www.linkedin.com/in/robin-phillips-rgp/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal.

Thoroughly grounded in London, I luckily had some interviews from the ’time when travel was allowed’ and so we hear from Rikard Frost, Chief Consumer Officer of Alexander Wang Inc, when we visited him in New York City in January 2020. Then, further back in time, we chat with Pieter Heij, Multichannel Director at De Bijenkorf, the Netherland’s premier department store (and part of the Selfridges group). We chatted with Pieter just before an autumn dinner in Amsterdam - such proximity is much missed as we socially distance!

 

Run time: 33 minutes.

INFORMATION:

Rickard Frost: www.linkedin.com/in/rikardfrost/

Pieter Heij: www.linkedin.com/in/pieterheij/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios and New York, USA and Amsterdam, NL. Episode photo credit: Ian Jindal.

Jamie and I kick off this episode with our thoughts on NRF2020 - the National Retail Federation’s "Big Show" in New York. Held in January each year, this 40,000-visitor-1000-exhibitor behemoth is gradually turning into a packed ’retail week’. Jamie and I cover our impressions of the show and what’s new and noteworthy, as well as giving a summary of the highlights of our store tour in which we visited Showfields (see RetailCraft 15 for an interview with one of the founders), Amazon 4-Star, Atelier Beauté Chanel, Glossier, The Real Real, Gucci, Camp and Neighborhood Goods.

 

You can see the details of the store tour here: airtable.com/shr6VPGFXHB4LNBoU/tblIQv68dVMxyALSJ

 

Next we travel back in time to NRF itself, when we were joined in the podcast studio by Laura Padfield, Head of Strategy and Business Development, International at Marks & Spencer. We cover a range of topics from the international growth and approach, differences between regions as well as hearing Laura’s reflections on the stores we’d visited.

 

Run time: 36 minutes.

INFORMATION:

Laura Padfield: www.linkedin.com/in/laura-padfield-1bb80b21/

Jamie Merrick: www.linkedin.com/in/jamiemerrick/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios and at the NRF Podcast Studio in New York, USA. Episode photo credit: Ian Jindal.

This bumper edition of the podcast is our ’Christmas present’, bringing interviews from New York retailers from three different sectors, but each innovative.

 

First of all we hear from Savannah Sachs. Avid followers of IR will remember that Savannah featured on the cover of our Magazine in March 2018 when she was with Birchbox, one of the early beauty-sector disruptors. Now we catch up with her as CEO of Tula - a skincare company that’s bringing to life "clean" cosmetics, linked to the skin biome, and focused on efficacy. Savannah brings clarity to these trends and it’s a fascinating insight to a business, with Savannah’s lucid and engaging explanation.

 

Then we head to meet Amir Zwickel, co-founder and Chief Property Officer of Showfields. This is a genuinely interesting and distinctive evolution of trends in pop-ups, department stores, experience places and location. We join Amir in the bustling "Lounge" on the top floor of their Soho store and get a fast-paced take on this evolved and distinctive business.

 

Finally we visit Marianna Satanas, Global Digital Sales Director at Eton Shirts. We’ve wanted to chat with Marianna for a while to learn about her experiences at Mr Porter, DKNY and others, but in her current role we have a combination of direct-to-consumer and digital wholesale, in a century-old brand that operates globally.Candid, fun and energetic as always, Marianna gives us an excellent view of the brand’s direction and journey.

 

Thanks as always to our guests. Let us know suggestions for 2020 (including volunteering yourself!). We will be back in January at NRF’s Big Show in NYC (where we are an official podcast partner of the event) and then in London again with the interviews from the Big Apple.

 

Merry Christmas, and best wishes for 2020 from the whole team at InternetRetailing.

 

Run time: 62 minutes.

RetailCraft 15 - "Loyalty and desirability" - Tula Skincare, Showfields and Eton Shirts

This bumper edition of the podcast is our ’Christmas present’, bringing interviews from New York retailers from three different sectors, but each innovative.

 

First of all we hear from Savannah Sachs. Avid followers of IR will remember that Savannah featured on the cover of our Magazine in March 2018 when she was with Birchbox, one of the early beauty-sector disruptors. Now we catch up with her as CEO of Tula - a skincare company that’s bringing to life "clean" cosmetics, linked to the skin biome, and focused on efficacy. Savannah brings clarity to these trends and it’s a fascinating insight to a business, with Savannah’s lucid and engaging explanation.

 

Then we head to meet Amir Zwickel, co-founder and Chief Property Officer of Showfields. This is a genuinely interesting and distinctive evolution of trends in pop-ups, department stores, experience places and location. We join Amir in the bustling "Lounge" on the top floor of their Soho store and get a fast-paced take on this evolved and distinctive business.

 

Finally we visit Marianna Satanas, Global Digital Sales Director at Eton Shirts. We’ve wanted to chat with Marianna for a while to learn about her experiences at Mr Porter, DKNY and others, but in her current role we have a combination of direct-to-consumer and digital wholesale, in a century-old brand that operates globally.Candid, fun and energetic as always, Marianna gives us an excellent view of the brand’s direction and journey.

 

Thanks as always to our guests. Let us know suggestions for 2020 (including volunteering yourself!). We will be back in January at NRF’s Big Show in NYC (where we are an official podcast partner of the event) and then in London again with the interviews from the Big Apple.

 

Merry Christmas, and best wishes for 2020 from the whole team at InternetRetailing.

 

Run time: 62 minutes.

 

Click here to listen on PodBean

 

 

 

INFORMATION:

Savannah Sachs: www.linkedin.com/in/savannahsachs/

Amir Zwickel: www.linkedin.com/in/amirzwickel/

Marianna Satanas: www.linkedin.com/in/marianna-satanas/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Savannah’s cover interview in InternetRetailing Magazine: internetretailing.net/magazine/internetretailing-magazine--march-2018

 

Recorded on location in New York, USA and at Spiritland Studios, London. Episode photo credit: Ian Jindal.

Podcasts really shouldn’t be this much fun! The word “iconic” is for once apt, as we have a wide-ranging chat in the studio with these two UK-yet-global retailers, Fortnum & Mason, and Liberty London. With over 400 years of history being them we hear how focus, sticking to your DNA and having a real personality infuse both retailers.

 

Zia Zareem-Slade (Customer Experience Director at Fortnum & Mason) and Eric Fergusson (Ecommerce Director at Liberty London) join Jamie Merrick and Ian Jindal in our London studio.

 

We discuss their roles, what makes their businesses distinctive, “a celebration of the exceptional” and retail ‘as a movement’; from ‘joy-giving gifts’ to being ‘more relevant to more people more often’, via ‘how I got my job’. During this free-ranging conversation you’ll certainly agree that they are ‘never monotone’.

 

We mention the insta feeds a couple of times in the podcast so do get a slice of the glamour at www.instagram.com/fortnums and www.instagram.com/libertylondon

Run time: 45 minutes.

 

INFORMATION:

Gail Schuman: www.linkedin.com/in/gailshuman/

Jennifer Roebuck: www.linkedin.com/in/jroe/

Robin Phillips: www.linkedin.com/in/robin-phillips-rgp/

Vera Hartmuth: www.linkedin.com/in/vera-hartmuth-7405962/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

We’re back to school in style as Gail Shuman (Group eCommerce Director at Harvey Nichols), Jennifer Roebuck (Chief Marketing Officer at Feelunique.com) and Robin Phillips (CEO at The Watch Shop) join Vera Hartmuth and Ian Jindal in our London studio. We discuss luxury experience to sustainability and transparency, via brand management and business models to thoughts on loyalty and desirability in this engaging free-ranging conversation.

INFORMATION:

Gail Schuman: www.linkedin.com/in/gailshuman/

Jennifer Roebuck: www.linkedin.com/in/jroe/

Robin Phillips: www.linkedin.com/in/robin-phillips-rgp/

Vera Hartmuth: www.linkedin.com/in/vera-hartmuth-7405962/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

In the spirit of 'summer reading' and bookclubs, we asked our community on Linkedin what books they were reading on retail, and which authors would they like to hear us interview in the studio. As a result we're pleased that four of the most-suggested authors agreed to brave the oppressive humidity of a London 'summer' day to chat with us about their latest books, their experiences, motivations and ideas.

"Authors" is probably not the best description since our group are retailers, entrepreneurs, technologists, analysts... who have happened to write books. 

Our conversation covers customers, culture, Amazon, technology, university education and the process of writing. 

 

Run time: 65 minutes.

Information:

Martin Newman: https://www.linkedin.com/in/martindnewman/ ("100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multi-Channel World" - https://amzn.to/31IyVp8 )

Natalie Berg: https://www.linkedin.com/in/natalie-berg-ba20931/ ("Amazon: How the World's Most Relentless Retailer will Continue to Revolutionize Commerce" - https://amzn.to/2TB1bHz ; and her previous book on Walmart, https://amzn.to/33wkEOl)

Miya Knights: https://www.linkedin.com/in/miyaknights/ (co-author with Natalie of "Amazon", above, and of "Omnichannel Retail: How to build winning stores in a digital world", https://amzn.to/2N4Unkh )

Richard Hammond: https://www.linkedin.com/in/uncrowdceo/ (author of "Smart Retail: Winning Ideas and Strategies from the Most Successful Retailers in the World (4th edition)" - https://amzn.to/2KLe5ih - and the newly-released "Friction/Reward: Be your customer's first choice" - https://amzn.to/2KNccS9

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal. 

SISTIR is a coffee-originated gifting brand, that grew from a sisterly conversation (SIS) about coffee (Stirred) around the ideal '3am blend' to power parents through that mid-night wake-up moment for a crying baby.

SISTIR's founder, Georgie Janion-Shaw, joins us in the studio and we hare about the brand's beginnings and how the combination of branding savvy, punning and the availability of a gifting channel in NotOnTheHighStreet allowed them to start. Over time - and through experimentation, optimisation, product development efforts - the product range and channels grew. Georgie share with us her journey and learning with a level of humour and wordplay!

We get a chance to reflect upon the mindset of the growth entrepreneur as well as hearing about the extension into sweets and pets.

See below for the AI-generated show-notes: summary, takeaways and timestamps - pretty impressive and created by Riverside.fm...

 

--  Run time: 33 minutes

 

INFORMATION:

[ 🖥️ ]

SISTIR: https://sistir.com/

[ 👨‍👧 ]

Georgie Janion-Shaw: https://www.linkedin.com/in/georgiejanionshaw/

Georgia Scott: https://www.linkedin.com/in/georgiajones1/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

 

Here's the AI summary...

<ai>

Summary Georgie, the founder of Novello, shares the story of her coffee brand Sistir and how it started with a concept for a business. She discusses the importance of branding and packaging in creating a unique proposition for consumers. Georgie also talks about launching on Not on the High Street and tailoring product listings for different platforms. She emphasizes the importance of supporting women growers in the coffee industry and how Novello is working towards female empowerment. Georgie shares her experience working at Disney and Hasbro and how it has influenced her approach to product development. She also discusses the mindset of a successful entrepreneur and the challenges of starting a business. Finally, Georgie talks about her plans for the future, including expanding into other product categories and exploring retail opportunities.   Takeaways

• Branding and packaging are important in creating a unique proposition for consumers.
• Tailoring product listings to different platforms can enhance the consumer experience.
• Supporting women growers in the coffee industry is a priority for Novello.
• The mindset of a successful entrepreneur involves optimism and a willingness to try new things.

Chapters 00:00. Introduction and Background 01:19. The Story of Sistir 03:13. Starting a Coffee Business 04:34. Launching on Not on the High Street 07:25. Analyzing and Tailoring Product Listings 09:31. Supporting Women Growers in the Supply Chain 12:20. Lessons from Working at Disney and Hasbro 15:20. Becoming an Expert in Coffee 17:36. The Path of Purpose in Retail 18:32. Overcoming Challenges as an Entrepreneur 19:29. The Mindset of a Successful Entrepreneur 20:56. Expanding into Other Product Categories 24:09. Lessons Learned from Global Corporate Roles 25:53. Maintaining Consistency and Flexibility 28:42. Knowing When to Take the Next Step 30:37. Future Plans and Expansion </ai>

Back in the studio for this episode we're joined by three retailers covering feet, handbags and vintage.

David Williams is the Senior Director of Direct to Consumer, EMEA and Japan for Deckers Brands and we hear about the multichannel business, skills and working in Japan. Deckers brands comprise Ugg, Teva and Hoka.

Rhea Jeffery is the Head of eCommerce at Beyond Retro and we hear of the global scale of the business, their "Rag Pickers", sustainability, and the role of data is planning the myriad trends and supply chain challenges.

Rachel Glynn is the head of ecommerce at Radley and we hear about the brand's journey from Camden Market stall in London to a global brand that blends luxury with playfulness. 

Vera Hartmuth is Marketing Director at Salesforce and joins us as co-host for the first time! Welcome, Vera :)

 

Run time: 50 minutes.

  Information:

David Williams: https://www.linkedin.com/in/davidwilliams-ecommerce-and-omnichannel-director/

Rhea Jeffery: https://www.linkedin.com/in/rheajeffery/

Rachel Glynn: https://www.linkedin.com/in/rachelglynn/

Vera Hartmuth: https://www.linkedin.com/in/vera-hartmuth-7405962/

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal. 

This month we’ve let Ian Jindal out of the studio, and he’s been on a road trip to Copenhagen. Ian was there to host a RetailCraft Dinner, where we bring together the people behind brands’ successes for an off-the-record evening of conversation. During the day, however, he visited two Danish-yet-global jewellery brands to see how they are delivering multichannel sales and experience.

First stop was the Georg Jensen HQ where Ian met with Will Lockie, the global head of e-commerce. Will showed Ian around the silversmiths workshops. Photos of the visit are linked below.

We then visited David Walmsley, recently appointed as chief digital and omnichannel director at Pandora.

The craft and product focus within both of these businesses is exceptional, and we learn from both David and Will some of the challenges and approaches of running a global operation.

 

Run time: 49 minutes.

  Information:

Will Lockie: https://www.linkedin.com/in/willlockie/ 

David Walmsley: https://www.linkedin.com/in/davidwalmsley0/  

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios, and in Copenhagen at the offices of Georg Jensen and Pandora. Episode photo credit: Ian Jindal. Photograph of Will Lockie and a bust of Georg Jensen in their foyer, along with silversmiths’ hammers.

We have Luxury on our minds this episode, starting with an interview with David Boyle, Customer Insights Director at Harrods. We hear how data and insight are used to support the one-of-a-kind cross-channel experience for this unique store, and we present an extract from our conversation with David. Martin Shaw, our Head of Research, and Emma Herrod, Executive Editor join to discuss the recently-released Luxury Sector Report from RetailX.net. There's some bonus material at the end as we discuss the upcoming Grocery Sector report.

You can see the Luxury Sector Report here: https://retailx.net/product/luxury-2019-sector-analyst-report/

We have a free access code for the first 50 retailer podcast subscribers - drop us a note at research@retailx.net 

 

 

Run time: 49 minutes.

  Information:

David Boyle: https://www.linkedin.com/in/beglen/

 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Emma Herrod: https://www.linkedin.com/in/emma-herrod-5769472/ 

Martin Shaw: https://www.linkedin.com/in/mtshaw/

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

Two brands (one new, one longer-standing) talking about their approach to 'the store'. As Made.com expands their central London showcase store, and Crabtree & Evelyn look to scale their 'townhouse' approach, we are privileged to chat with two of their leaders in the studio. Annabel Jack (Chief Commercial Officer, Made.com) and Ros Lawler (General Manager, Crabtree & Evelyn) join me, Jamie Merrick and Emma Herrod in the studio to discuss their businesses, growth, positioning and the role of the store. Hand cream, hand made, yoga, community, showrooming, brand and multichannel... 

Emma also interviewed Annabel as the feature interview in the March issue of InternetRetailing Magazine. Download details below.

 

Run time: 32 minutes.

  Information:

Annabel Frank - https://www.linkedin.com/in/annabelkilner/

Ros Lawler - https://www.linkedin.com/in/roslawler/ 

 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Emma Herrod: https://www.linkedin.com/in/emma-herrod-5769472/

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

 

 

Sienne Veit, (Director, Digital at John Lewis) and Alexandre Meerson (founder of the eponymous Meerson brand) join us the studio to chat over a range of topics - although we keep coming back to love!

Sienne's role covers a very wide brief and is central to John Lewis' drives to be a multichannel, digitially-enabled, customer-centred business. We learn about the role, and the John Lewis approach to innovation, plus the role of digital in the UK's favourite retailer.

Alexandre then takes us on a creative and commercial journey - a rare and privileged insight into the founding of a brand, the obsession with design and experience, and how to grow a brand that was born digitally yet is rooted in the personal and the exceptional. 

 

Run time: 45 minutes.

  Information:

 

Sienne Veit: https://www.linkedin.com/in/sienneveit/ and www.johnlewis.com 

Alexandre Meerson: https://www.linkedin.com/in/meerson/ and http://www.meerson.com/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

 

Sean McKee of Schuh joins us for episode 6, and provides his unique combination of dry insight, challenge and humour. In a wide-ranging chat we cover Schuh's proposition and how speed, accuracy and convenience are at the heart of the multichannel approach. Sean reflects on their products being "items in the moment", and due to the availability of brands and product elsewhere, satisfying the customer there and then is vital. We reflect upon the difference between a shoe retailer (single product, annual purchase) and a 'full outfit', multiproduct or department store selling approach. Reflecting upon Sean's ruthless pragmatism at pulling every lever and tweaking every switch, Sean reminds us that the business success depends upon delivering"convenience in the moment for people who are technologically savvy". 

Lucid, fact-filled and open - this is a privileged insight into multichannel commercial thinking.

We segue then to Martin Shaw, Head of Research at RetailX and InternetRetailing, about the newly-released Growth2000 index. This sits below the IRUK Top500 ranking in terms of business size and 'footprint', but reflects a dynamic growth-focused segment.

 

Run time: 39 minutes.

Information:

 

Sean McKee: https://www.linkedin.com/in/sean-mckee-703a3aa/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Martin Shaw: https://www.linkedin.com/in/mtshaw/ 

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

 

References:

Sean McKee on the cover of InternetRetailing Magazine, November 2017:

https://internetretailing.net/magazine/internetretailing-magazine-november-2017

 

 

InternetRetailing's Growth2000 (G2K) research report:

https://internetretailing.net/g2k

In our 5th episode's discussion with the people behind multichannel retail we catch up with Annabel Thorburn, VP of eCommerce at Sweaty Betty, and Jamie de Cesare, Digital Director at Orlebar Brown.

Sweaty Betty is a characterful 'athleisure' brand that originated in the UK and now has stores internationally. Known for a direct, fun tone and stores that host yoga events and are very friendly, we ask Annabel about her role, the idea of a 'digital flagship' and how digital and stores can work together. Orlebar Brown is a British startup success that has moved from a tailored, luxury swimshorts company to a broader luxury brand. Jamie discusses the brand's growth, his role and the importance of brand values.

We round off with Martin Shaw, Head of Research, telling us about the new RXAU Australia Top250 report that's just been published...

Run time: 42 minutes.

Information:

 

Annabel Thorburn:  https://www.linkedin.com/in/annabel-thorburn-05351b19/

Jamie de Cesare:  https://www.linkedin.com/in/jamiedecesare/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Martin Shaw: https://www.linkedin.com/in/mtshaw/ 

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

 

We reference the RXAU Top250 report that you can access here: https://internetretailing.net/rxau

 

Back in the studio after the summer, we have an episode that's roughly focused on the new checkout. Within the episode we have an interview with the CEO and founder of Zippin, the San Francisco startup that has its own take on the "Amazon Go"-style checkout-less store. We discuss how the idea came to Krishna Motukuri, the CEO and the technical approach they've taken. Of interest is that we see a shift from "checking out" (where customers gather product and have to pay before they're allowed to leave the store) and "checking in" where the moment of control is the customer entering the store. We discuss these options, as well as digital equivalent, where Martin Shaw takes us through checkout option trends online.

Information:

 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Martin Shaw: https://www.linkedin.com/in/mtshaw/ 

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Zippin: www.getzippin.com and CEO Krishna Motukuri https://www.linkedin.com/in/krishnamotukuri/

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal

A half hour's discussion on the people behind the performance in multichannel retail.

In this episode Nadine Neatrour and Sally Heath Minto of Revolution Beauty join Ian Jindal in the studio, along with Martin Shaw, Head of Research and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.

This two-header gives a behind-the-scenes view of the social-media, brand-first, distruptive, authentic beauty launch. Open, frank, funny and provocative at times, this is an insight into hands-on entrepreneurship and growth, led by two industry digital veterans. Plus we get to use the word "Mass-tige" on air for the first time...

 

42 minutes run-time.

 

Information:

Nadine Neatrour: https://www.linkedin.com/in/nadinesharara/ 

Sally Heath Minto: https://www.linkedin.com/in/sally-heath-minto-aba78a23/ 

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Martin Shaw: https://www.linkedin.com/in/mtshaw/ 

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Andy James.

 

We reference the January 2016 issue of InternetRetailing Magazine in which Sally features as our cover interview...

 

A half hour's discussion on the people behind the performance in multichannel retail.

Sarah Stagg, Director of Digital at The Rug Company,  joins Ian Jindal in the studio, along with Martin Shaw, Head of Research at RetailX, Emma Herrod, Editor of InternetRetailing Magazine and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.

We were keen to chat with Sarah having seen her work at Debenhams, then House of Fraser, and Sarah gave us an eye-opening view on the intricate, interesting and inspiring world of selling very expensive, desirable, custom rugs - online, in-store, and B2B custom - plus discussion how they are an innovation company.

Martin gives us the skinny on the newly-released 2018 European Top500 ranking of multichannel retailers and brands, the IREU 2018 (now available online and free to subscribers at

 

Emma Herrod looks at the online beauty sector, and in particular the trend of online-first brands opening stores.

 

38 minutes run-time.

 

Information:

Sarah Stagg: https://www.linkedin.com/in/sarah-stagg-9325bb15/   

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Emma Herrod: https://www.linkedin.com/in/emma-herrod-5769472/

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Andy James.

 

We reference the IREU 2018 report and the March 2018 issue of InternetRetailing Magazine, with cover interviewee Savannah Sachs, (then) Managing Director, UK of Birchbox and now CEO of Tula.

 

https://internetretailing.net/ireu

 

https://internetretailing.net/magazine/internetretailing-magazine--march-2018 

 

 

 

Our studio chat with Kieron (Digital Director at Blackwells, part of the Waterstones group of booksellers) had a number of firsts... Not only the first podcast of 2024 (Happy New Year to one and all!) but also the first time that Georgia and I had been given gifts. In our prep for the studio session Kieron had asked us what were the last three books we'd read. He used this to predict a book for each of us and wrapped them for us to give in the studio! Utterly thoughtful, but more importantly gets to the heart of Kieron's focus upon data AND intuition.

In our conversation we talk about the history of Blackwells (surely one of the most famous longstanding and academic booksellers, now a part of the Waterstones group) and some of the dynamics of the book trade online. We discuss learning and the ongoing quest for information and knowledge, and the vital role of staff in retail. This is the origin of the "really different" of our title - how to engage staff with knowledge, skills, passion and individuality rather than falling into the trap of homogeneity.

There is so much to learn here about individuality, passion and invention in retail - our thanks to Kieron for being so open with us.

--  Run time: 53 minutes

 

INFORMATION:

[ 🖥️ ]

Blackwells (https://blackwells.co.uk/bookshop/home) is part of the Waterstones (https://www.waterstones.com/) group.

 

Kieron's offered books were:

- for Georgia: "A Gentleman in Moscow" by Amor Towles (https://blackwells.co.uk/bookshop/product/A-Gentleman-in-Moscow-by-Amor-Towles/9780099558781) 

- for Ian: "Tokyo Express" by Seicho Matsumoto (https://blackwells.co.uk/bookshop/product/Tokyo-Express-by-Seicho-Matsumoto-author-Jesse-Kirkwood-translator/9780241439081)

 

[ 👨‍👧 ]

Kieron Smith: https://www.linkedin.com/in/kieron/

Georgia Scott: https://www.linkedin.com/in/georgiajones1/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal   

A half hour's discussion on the people behind the performance in multichannel retail.

In this episode David Kohn, eCommerce and Customer Service Director at Heals joins Ian Jindal in the studio, along with Emma Herrod, Editor of InternetRetailing Magazine and Jamie Merrick, Director Industry Strategy and Insights at Salesforce.

We discuss customers' expectations and how these can be satisfied given an iconic brand, store and product range. David's take is a very distinctive blend of pragmatism and high standards. David 'opens the kimono' on his thoughts on experience, brand and customer intent. He claimed to be 'probably the most skeptical man in the industry' - can that be true?

Emma Herrod looks at the grocery sector following the recent interview with the Co-op in the May issue of InternetRetailing Magazine. Covering innovations from face recognition to 'hidden technology' that is invisible to the customer while supporting the store staff.

 

32 minutes run-time.

 

Information:

David Kohn: https://www.linkedin.com/in/davidkohnmultichannel/  

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Emma Herrod: https://www.linkedin.com/in/emma-herrod-5769472/

Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

 

Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Andy James.

 

We reference the May 2018 issue of InternetRetailing Magazine, featuring Chris Conway, the Coop's Head of Digital.

 

Ntola and Raine joined Georgia and me in the studio and reminded us just why a roundtable discussion is so much fun and enlightening!

Raine - the head of digital at New Look (www.newlook.com) - talks us through how to connects with the 'moments' in customers' lives, and of course the planning, data, heuristics and approaches needed to deliver that at scale. We hear about her experiences ranging from luxury and digital (Farfetch) to high street (Arcadia), fast-moving digital (Boohoo.com) to more 'considered' retailers.

Ntola - trading director at Emma Bridgewater - picks up on the themes of data, customer focus and engaging the consumer and discusses how the pottery-and-homeware brand is embracing digital.

Ntola is a podcast host too, and creator of the Trailblazers Experience podcast that you can get on Apple Podcasts here: https://podcasts.apple.com/us/podcast/the-trailblazers-experience-podcast/id1674539126?app=podcast 

 

--  Run time: 44 minutes

 

INFORMATION:

[ 🖥️ ]

NewLook is at www.newlook.com

Emma Bridgewater is www.emmabridgewater.co.uk 

Ntola's podcast: https://podcasts.apple.com/us/podcast/the-trailblazers-experience-podcast/id1674539126?app=podcast 

[ 👨‍👧 ]

Raine Peak: https://www.linkedin.com/in/raine-peake-19954a11/ 

Ntola Obazee: https://www.linkedin.com/in/ntolaobazee/ 

Georgia Scott: https://www.linkedin.com/in/georgiajones1/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal   

Paddy joined us in the studio with "time" clearly on his mind. Throughout our zinger-filled, high-protein chat, Paddy returned to the theme of "if you find a fix for time, you'll see the sales".

B&Q is the £4bn-ish turnover DIY retailer that is now part of the Kingfisher PLC group (which also includes in its portfolio the trade-focused Screwfix, plus Castorama and Brico Depot in France and Koctas in Turkey.

During our conversation it was clear that Paddy's broad experience (financial services, department stores, logistics and final mile) has created an omnivorous approach to references and models. A synthesis of this is his contention that "to remain as #1, you have to think like you're #2". Seeking ideas from across the D2C realm, he's "receptive to what's good in the space" and looks at others' capability with 'envy and with pride' - taking the best of ideas and applying them to what B&Q already does well.

Listening to the recording, it's noticeable how frequently the ideas of "time" and convenience appear as a central theme. As their trade-only Tradepoint service has shown, "time is money", but the service also needs to be tailored to the consumer. We talk about just-in-time trade deliveries, and Paddy notes drily that "you can't deliver a fence post on the back of a moped".

Paddy's focus on time and efficiency is all in service of an emotional bond with the customer and products. Noting that in DIY customers seek "to improve their homes so that they can build their lives", we talk about layering emotion into the sales process while simultaneously making that service zippy and on-trend.

A high-speed (of course!) tour de force of insight.

--  Run time: 47 minutes

 

INFORMATION:

[ 🖥️ ]

B&Q is at DIY.com: https://www.diy.com/

Kingfisher PLC information from https://en.wikipedia.org/wiki/Kingfisher_plc 

 

[ 👨‍👧 ]

Paddy Earnshaw: https://www.linkedin.com/in/paddy-earnshaw-aa84882/

Georgia Scott: https://www.linkedin.com/in/georgiajones1/ 

Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal 

 

[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal   

Tony Preedy is a bit of a legend at Etail Towers and has one of the most rounded and in-depth knowledge of e-commerce performance (brand, digital marketing, CRM and business models) that we know. Having run through Tony's CV, we focus on Fruugo - its history, operation and market position. With a blend of incisive wit and deadpan humour, Tony talks about the importance of relevance and focus at scale ("We're not a marketplace, we're a very good marketing machine"), and how a combination of AI and human care can present 140 million SKUs in 40 markets - a combinatorial challenge resulting in c6billion combinations, and serving around 1800 different ads per second. An insight from Tony is the focus on ROAS (return on advertising spend). The bid model takes price, propensity and margin to determine whether or not to bid and if so at what level. This 'anticipation' and planning means that all transactions are profitable and there's no anxiety over CPC spend rising to unprofitable levels. Tony doffs a digital cap to Claude Hopkins (https://en.wikipedia.org/wiki/Claude_C._Hopkins), author a century ago of "Scientific Advertising", who emphasised the importance of copywriting for relevance (and whose book was seen in the background of several Mad Men episodes!).  Amongst many 'zingers' and insights, a further point of note was that 80+% of traffic comes to a product description page (PDP) - the lowest level of a site's hierarchy. Rather than being seen after a brand-first browsing and filtering journey, Tony's customers land straight at the 'here it is, buy it' level, and these pages have to carry the whole brand, product and service story. He mentions the importance of the on-page "carousels" of products to increase the number of products shown, fish for opportunity and how these carousels (rather than navigation or on-site search) then drive the browse journey.   So many more things covered in our 40 minutes in the studio, and we'll update the InternetRetailing.net page with the full transcript. --  Run time: 47 minutes INFORMATION: [ 🖥️ ] Free digital copy of Scientific Advertising - https://scientificadvertising.blogspot.com/ Fruugo - https://www.fruugo.co.uk/  Fruugo awarded King's Award for Enterprise - https://channelx.world/2023/04/kings-award-for-enterprise-fruugo-marketplace/  Tony in conversation with Chris Dawson on international selling (video interview) - https://channelx.world/2023/09/introducing-specialist-retailers-to-the-international-stage/    [ 👨‍👧 ] Tony Preedy: https://www.linkedin.com/in/tonypreedy/  Georgia Scott: https://www.linkedin.com/in/georgiajones1/  Ian Jindal: www.linkedin.com/in/ianjindal/   and www.twitter.com/ianjindal    [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal