This week we're joined by Victoria Ward, a retail consultant at First Friday, who has almost three decades of merchandising experience. We discussed her journey to becoming head of merchandising at Tesco, the close relationship between buyers and merchandisers, and how stock and cash flow are two sides of the same coin.

This episode we meet Joe Wykes, CEO of Jollyes, the pet food and accessories retail chain. We discussed Joe's careers path up to and including his appointment as CEO of Jollyes, how the company reached £100m in turnover, how the company ethos creates great staff engagement and customer service, what he's learned about acquisitions and which Jim Carrey movie is his favourite. Michael Northcott is your host for this episode.

This week we spoke with Felicity Gain, business development manager for Smile Science Harley Street. We spoke about her career as a buyer for Harrods, Sainsbury's and Superdrug, among others; what it's like having worked on both sides of the buyer/supplier relationship; and how AI, technology and the sustainability expectations of consumers are changing the cosmetics retail landscape. This episode is sponsored by Avalara: https://www.avalara.com/eu/en/index.html

On this episode we are joined by Alix McCaffrey senior director of product at HelloFresh. Alix shares insights on changing UK consumer behaviour, lessons from direct-to-consumer retail, and building a balance between data and creativity. She also discusses category expansion, affordability versus premiumisation, and the biggest drivers of consumer engagement in the years ahead.

On this episode of Talking Shop we are joined by Peter Alexander, the “Pyjama King” and founder of the iconic eponymous sleepwear brand. Peter shares his journey from early challenges and unexpected setbacks to building a playful, global retail empire. We discuss how he turned obstacles into opportunities, the importance of brand identity, what makes the UK retail market attractive, and how he continues to keep the brand relevant across generations.

On this episode of Talking Shop, we’re joined by Rachel Levy, head of Retail and Lifestyle at Snap, to discuss how AR and immersive tech are transforming retail. We cover reimagining the customer journey, redefining ROI, fresh insights into Gen Z shopping behaviours, and the balance between entertainment and commerce as social platforms become shopping destinations.

On this episode of Talking Shop we are joined by Erol Ayvaz, CEO & Founder of Serve First. We dive into the biggest CX challenges facing retailers today, how AI is reshaping customer experience, and the pitfalls of poor feedback management. Erol also explores whether AI could play a more emotional role in CX — understanding tone, empathy, and sentiment in real time — and what the customer journey of the future might look like.

On this episode of Talking Shop, we are joined by Sarah Taitt, Chief Property and Services Officer at Wickes. Sarah shares the story of her career in retail, from early lessons and mentors to stepping into senior leadership. We discuss the authentic company culture at Wickes and how it helps prepare its talent for future success, how best to foster the skills needed to progress into executive roles and why championing social mobility and diverse talent pipelines is essential to the future of retail.

On this episode of Talking Shop we’re joined by Sarah Fairhurst, Creative Director and Board Member at Dalziel & Pow. Sarah shares insights from her work with iconic brands like Guinness and Primark, exploring what makes retail identities resonate today. We discuss balancing brand consistency with innovation, the evolving role of in-store design, and how retailers of any size can elevate experiences through thoughtful creativity.

This week, we are joined by Georgina Colman, founder of Purpl — the UK’s first discount platform for the disabled community. We talk about the hidden costs of living with a disability, why inclusive pricing matters, and how retailers can better serve disabled customers. Georgina also shares insights on the Purple Pound and her vision for a more accessible and equitable retail landscape.

On this episode of Talking Shop, we’re joined by Katie Mitchell, managing director of Seen Studios — a creative agency shaping the future of retail experience. Katie shares her insights on what today’s consumers expect from brands, how design storytelling drives engagement, and the evolving role of physical spaces in a digital-first world. From innovation to authenticity, we explore how Seen Studios helps global brands connect meaningfully with audiences in 2025 and beyond.

On this episode of Talking Shop, we welcome back Al Gerrie, founder of ZigZag Global, a platform helping retailers manage and optimise returns. We discuss why so many brands lose revenue by planning returns too late, how data and carrier partnerships can ease peak-season pressure, and what a customer-friendly - yet profitable - returns strategy looks like. Al also shares his advice for future-proofing retail returns in the years ahead.

On this episode of Talking Shop we are joined by Daniel Fisher, Head of Categories for Europe at Whatnot, the live shopping marketplace reshaping how people discover and buy in real time. We explore what’s driving the rise of live commerce, which categories are thriving, and what separates million-dollar sellers from the rest. Daniel also shares how brands and retailers can bring live energy into their channels and stay competitive in an increasingly global retail landscape.

This week we speak with Simon Bell, The Co-Founder and COO of premium vegan fashion marketplace - Immaculate Vegan. We discussed the ins and outs of running a marketplace platform, how to forge successful relationships with brands and the ever-growing vegan retail market.

On this episode of Talking Shop we are joined by Claire Wallis, Consumer Goods and Retail Director at BearingPoint. Claire shares what drew her into retail, how she helps leaders navigate 2025’s supply chain turbulence, and where too many businesses are still underusing data. We discuss practical ways to deploy AI without losing consumer trust, what separates winning retail media strategies, how stores are evolving into service hubs, and the one strategic priority retailers should back for 2026.

On this episode of Talking Shop, we are joined by Gary Higgins, Director of Security and Risk at DeterTech and former Superintendent at West Mercia Police. With retail crime rising sharply across the UK, Gary brings a frontline understanding of what’s really driving the surge and where retailers are most vulnerable. We discuss practical measures stores can take—regardless of size—how to protect staff, use data effectively, and the emerging tools that will shape the future of retail crime prevention.

This episode we speak to Tim Johnson and Giles Benbow, Head of Sales and Head of Commercial Development & Support of Mer Public Charging. They unpack the biggest misconceptions around EV charging infrastructure, explain how EV facilities can meaningfully boost dwell time, footfall, and customer engagement and share how retailers can avoid getting left behind when it comes to their charging offering.

On the final episode of season three we sit down with Claire Watkin, CEO of The Fine Bedding Company, a fourth-generation business founded in 1912. She shares how the brand has performed in recent years and what its proposition really stands for today. We explore balancing heritage with innovation, building sustainability into products and operations, and the journey to a zero-waste eco-factory in Estonia. Claire also unpacks earning consumer trust, making the investment case, and her advice to the next generation of leaders.

On this episode of Talking Shop we are joined by Peter Cross, customer service expert and co-author of Start With The Customer. With over 30 years at the crossroads of retail, brand and customer insight, Peter shares the moments that shaped his thinking, the patterns he sees in winning organisations, and the mistakes those that are struggling keep repeating. We also dig into his golden rules of service, building real service culture, employee engagement, and one simple change retailers can make tomorrow to impress customers.

On this episode i'm joined by Florian Clemens, Strategy and Proposition Director at Tesco Media, to unpack how retail media is evolving at speed — and what Tesco Media’s role looks like inside the wider Tesco ecosystem. We explore the “win-win-win” promise for shoppers, brands and retailers, the power of contextual relevance, and why Tesco calls its offering “video, reimagined.” Plus, we’ll look ahead to GenAI creativity, automation, and what brands should do now to prepare for retail media’s next phase.

In this episode we speak to Matt Dalton, consumer sector leader at Forvis Mazars. Matt discussed the biggest challenges facing the retail sector, from cost pressures and wage increases to polarised property markets and geopolitical shocks, and the ways in which retailers can best navigate these. We also explore how short-term cost-cutting could undermine long-term resilience, and how retailers can best remain agile and adaptable in unforecastable times.

On this episode of Talking Shop I am joined by Zipline CEO and co-founder Melissa Wong. We discuss how Melissa’s 10 years’ of frontline experience informed her approach to building a SaaS company, the recurring operational frustrations that most head offices still underestimate, and why she believes technology should be designed with the store associate as the primary user. We also explore current trends in store execution and how retailers can bridge the gap between corporate strategy and the shop floor.

On this episode of Talking Shop we are joined by Guy White, Founder of Catalyx. After a decade leading global portfolios, Guy launched Catalyx to fix a "broken" innovation process using behavioural science and AI. We discuss uncovering hidden consumer tensions, why traditional focus groups are failing retailers, and how to prove premium value in a competitive market. We also explore the courageous decisions leaders must make to stay relevant.

On this this episode of Talking Shop we are joined by Adam Swan and Alex Stewart, founders of the creative agency Derek&Eric. Experts in "standout simplicity," they help retailers transform from "just another logo" into distinct, premium brands. We’ll explore why great design requires a strong point of view rather than just following aesthetic trends. We also discuss how to justify premium pricing, scale without losing your identity, and make the courageous design choices needed to stay visible in 2026.

This week we’re joined by Alok Ruia, director of the iconic SOCKSHOP. Alok talks about his journey from teaching to his current role today, the dynamics of working within a family business, and the ways in which SOCKSHOP has revitalised its brand and revolutionised the sock game.

On this episode we are joined by Todd Cassidy, the Co-Founder and Managing Director of wed2b. From automotive engineering at General Motors to disrupting the European bridal market, Todd has traded prototypes for gowns, scaling a "process-led" empire of over 50 stores. We explore his high-inventory strategy, the shift from founder-led to automated operations, and how he and his wife, Jenny, successfully navigated a ransomware crisis to build a retail powerhouse.

On this episode of Talking Shop we are joined by Gemma Ruse and Xavier Sheriff, founders of the design agency StudioXAG. For 15 years, they’ve shaped how global brands like Ikea show up in the physical world. We discuss the shift toward narrative-led retail, the importance of finding the "why" behind every physical experience, and how they balance bold aesthetics with the commercial realities of the high street in 2026.

On this episode of Talking Shop, we’re joined by Julian Skelly, managing partner for retail at Publicis Sapient. With over 20 years of experience transforming giants like Asda and Carrefour, Julian is an expert at moving retailers beyond the hype. We also discuss why most AI projects get stuck in ‘pilot purgatory’, how to encode a brand’s soul into an algorithm, and the reality of surviving a mediated digital future.

On this episode of Talking Shop i’m joined by Cristian van Tienhoven, CEO for Europe at Global-e. As retailers face a wave of new eu regulations and shifting tariffs, scaling internationally has never been more complex. We discuss why local payments are the key to conversion, the untapped ‘rest of world’ opportunity, and how the ‘merchant of record’ model allows brands to grow globally while protecting their margins in 2026.

On this episode of Talking Shop we are joined by Kathryn Wright, COO of Antavo Loyalty Cloud. With UK consumers currently leaving an estimated £3bn in unspent points on the table, the gap between joining a programme and actually using it has never been wider. Today, we dive into Antavo’s Global Customer Loyalty Report 2026 to discuss escaping the "discount death spiral," the rise of agentic AI, and how to transform loyalty from a marketing cost into a long-term profit engine.

In this episode we’re joined by Daniel Todaro, managing director of Gekko. With a career spanning everything from grocery to high-end computing. Daniel has been at the centre of retail's most iconic moments, including helping Apple execute its early retail experiences. Today, we're discussing the challenges of maintaining a pure brand identity under someone else's roof, why the human sales associate is still the most powerful algorithm for conversion and how to turn a simple transaction into genuine brand advocacy.

On this episode of Talking Shop, we speak to Verity Hurd, Head of Brand Marketing at Duel. We discuss how Duel helps retailers transform organic word-of-mouth into scalable growth, and why the traditional 'influencer manager' role has fundamentally shifted in recent years. Verity shares the metrics that actually matter beyond simple reach numbers and provides a roadmap for how retailers can start building a high-impact brand advocacy strategy in today’s market.

On this episode of Talking Shop we are joined by Nicolaas Kroone, Co-founder and Creative Director of Bloom Studios. As retailers struggle to feed an "infinite" hunger for content, Nicolaas is helping brands move beyond the bottleneck of traditional production. We discuss the rise of "logistic-free shoots," why every product needs a photorealistic digital twin, and how marketing managers are shifting from being on-set directors to orchestrators of AI systems. We also explore how to protect a brand’s visual soul in a world of automation and why the "human touch" is still the only thing an algorithm can't replace.

On this episode of Talking Shop, I’m joined by Ros Marshall, Managing Director of the Scottish underwear brand Molke. What started as a kitchen-table idea has grown into a global retail operation, shipping 25,000 bras a year to customers in over 76 countries around the world. We discussed Ros’s personal journey through imposter syndrome, why she believes confidence is a learned skill rather than a personality trait, and why it is not difficult to balance high-level ethical accreditations with the commercial realities of the textile industry in 2026.

On this episode of Talking Shop we are joined by Chris Doe, Marketing & Innovations Director at Pilgrim’s Food Europe. With a career spanning over 15 years at FMCG giants like General Mills and Nomad Foods, Chris now oversees a portfolio including household names like Richmond and Fridge Raiders. We examine the rigorous R&D behind the new Fridge Raiders 'Grills to the theoretical frameworks for revitalising "tired" brands. We also discuss how to audit your most sacred brand assets, the evolving power dynamic between big brands and private labels, and the leadership non-negotiables required to keep a team focused when the retail landscape is shifting under their feet.

This episode we're joined by Wayne Hemingway and Maria Chenoweth, the Co-Founders of the UK’s first ever multi-charity shop - Charity Super.Mkt. We discussed the pair's unique and innovative approach to retail, the rise in second hand and social shopping and how they hope to develop the concept over the next few years.

On this episode of Talking Shop, I’m joined by Millie Kendall, co-founder and CEO of the British Beauty Council. For over 30 years, Millie has been a driving force in the retail landscape, instrumental in the global success of cult beauty brands and co-founder of the iconic Ruby & Millie. Today, she has shifted her focus from brand marketing to industry-wide policy at Westminster. We're discussing why beauty has become the ultimate anchor for high-street footfall, why digitally native brands are rushing into bricks-and-mortar to build trust, and how a physical store can deliver an irreplaceable moment of discovery in an increasingly AI-driven world.

On this episode of Talking Shop I’m joined by Alain Bejjani—former Group CEO of Middle East retail giant Majid Al Futtaim, and author of the definitive new book, NEXT: Leading Through the New Realities. Drawing on his childhood in war-torn Beirut, and his experience steering a $9.5bn dollar retail and lifestyle empire through a global pandemic, Alain brings an unmatched perspective on leadership under pressure. Today, we break down his crisis survival playbook for retailers operating in distress. We discuss why resilience must always outpace efficiency, the four assets a brand must protect at all costs, and how to turn macro-turmoil into a long-term direction that scales.

On this episode of Talking Shop, I’m joined by Dan Cate, CEO and Founder of SoldThrough. Dan is a heavyweight retail executive who has spent decades steering the merchandising and digital operations of America’s most iconic retail institutions, from Saks Fifth Avenue and Bloomingdale’s to Century 21 and Lord & Taylor. Today, through his platform SoldThrough, Dan helps international fashion brands cross the Atlantic and crack the notoriously brutal U.S. retail landscape. We’re breaking down his journey from the shop floor to the C-suite, the operational indicators that prove a brand is truly ready for international expansion, and how to navigate a fragmented American market without destroying your margins. We also discuss how to balance localised inventory with central efficiency, and the one non-negotiable metric that tells you a product has found genuine market fit.

On this episode of Talking Shop we are joined by Phil James, founder and Creative Director of the contemporary heritage clothing brand &SONS. Phil began his career behind the lens as a commercial advertising photographer, working with global brands to hone a distinct visual language. But in 2016, he decided to step out from behind the camera to build a brand of his own. Today, we’re discussing what it means to approach the fashion industry as a self-taught outsider, and the reality of moving from a world where you control the final visual image to one dictated by physical supply chains. We also delve into how &SONS is navigating a tough trading environment with soaring production costs, how to resist the pressure to chase short-term trends, and the actual operational difference between managing a transactional customer base and fostering a true global community.

On this episode of Talking Shop, we are joined by Nikki Baird, Vice President of Strategy and Product at Aptos. Nikki has spent decades separating technology hype from real-world consumer behavior. Today, we delve into the emergence of the "dark funnel" and how LLMs like ChatGPT are disrupting traditional retail search pipelines, breaking retail media networks, and forcing retailers to their re-evaluate product landing page. We also discuss why AI adoption is hitting a wall because foundational data integration is still broken, how to transition high-turnover staff away from traditional cash registers into mobile sales-enablement tools, and where the smartest retail IT leaders are reallocating their budgets for the second half of 2026 to ensure real ROI instead of just firefighting.

This episode we're joined by Priya Chandé , Global Brand Director at the reusable period underwear brand WUKA. We talk about her extended time at L’Oreal and what she learned, her tips for securing investment as a startup and her plans for helping WUKA to evolve over the next few years.

This week we spoke with husband-and-wife team Jenniffer Gearheart-Tang and Drake Gearheart, co-founders of Makeke, a shop entertainment app focusing on local retailers. We spoke about how they approach the challenge of successfully targeting Gen Z's shoppers, how Makeke acts as a counterweight to centralized big e-commerce outfits, and why they think local indie retailers will be a springboard for global app success. This episode is sponsored by Avalara. https://www.avalara.com/eu/en/index.html

This week we're joined by Vix Leyton, Head of Content at Pepper.com and part-time stand-up comedian. We discuss her route into retail analytics, the big trends of 2023 and where the retail space is headed in 2024.

This week we speak to Diane Wehrle, the co-founder of retail footfall analytics firm Springboard. We discussed Diane’s journey, from founding Springboard in 2002 through to its acquisition by MRI Software in 2022, her thoughts on the changes in the retail industry in the intervening 20 years, and how some major retail chain failures are more about poor management than retail decline.

This week we speak with Steve Medway, the CEO of Knightsbridge Partnership & Kings Road Partnership, two Business Improvement Districts or ‘BIDs’, in London. He told us about what BIDs are for and what they can achieve for local retail areas, what the dynamics and challenges of running a BID are like, where he thinks the government could improve how BIDs operate, and what his thoughts are on the state and future prospects of the retail industry.

This week we are joined by Tony Preedy, the managing director of e-commerce marketplace Fruugo. We discussed how Fruugo helps remove the barriers for cross border trade for retailers, how discounting may not always be the best solution for when trying to move unsold stock and he provides his answer to the question left by last week’s guest.

This week we're joined by Charlotte Printie, head of commercial operations and supply chain at McColl's. With over 20 years of experience in retail, we spoke to Charlotte about her time at McColl's, including the Morrisons takeover, being a successful woman in retail and how to navigate supply chain issues in the industry.

This week we’re joined by Chris Griffin, CEO of online marketplace Secret Sales. Chris talks to us about how he disrupted the off-price sales market, how brands can benefit from Secret Sales’s unique model and why evolution is crucial for online marketplaces in the year ahead.

This week we are joined by Karen MacDonald, owner of natural beauty retailer Blomma Beauty. We discussed how her background in buying helped prepare her for launching her own business, the key to developing strong relationships with other brands and how small retailers can create interesting and exciting shopping experiences