Explore every episode of the podcast Tell Me Something Good About Retail

Bob Phibbs talks with Mark Ryski, founder and CEO of HeadCount Corporation and author of Store Traffic Is a Gift, about one of retail’s most consequential measurement mistakes: confusing sales results with store performance. Ryski argues that retailers need to separate traffic, conversion rate, and average transaction value to understand what is actually driving results. The discussion connects measurement to frontline execution—showing why more marketing cannot compensate for missed opportunities on the sales floor, why labor is a conversion lever, and why traffic data is useful only when retailers turn it into better staffing, training, and customer interactions.

1. Sales alone can give retailers the wrong diagnosis. A 10% sales increase sounds positive until you discover traffic increased 22%, meaning the store underperformed the opportunity. Conversely, a 5% sales decline can conceal improved execution if traffic fell 15%. Tracking traffic alongside conversion gives sales results the context they need.
2. Conversion identifies where retailers should investigate performance. Ryski defines conversion simply: sales transactions divided by store visitors. Together, traffic, conversion, and average transaction value explain the core drivers of store sales. Traffic and conversion data don't automatically explain why something happened, but they tell managers where and when to look.
3. The sales floor—not more traffic—is often the untapped opportunity. Marketing creates opportunities by bringing shoppers into the store; associates determine what happens with many of those opportunities. Better staffing decisions, customer engagement, sales behaviors, and accountability can improve results without simply spending more to attract additional shoppers.

What if your store’s sales were up—but your team actually underperformed?

In this episode of Tell Me Something Good About Retail, Bob Phibbs sits down with Mark Ryski, founder and CEO of HeadCount Corporation and author of Store Traffic Is a Gift. Ryski has spent more than 23 years helping retailers understand store traffic and conversion.

The conversation examines the difference between getting shoppers through the door and converting those opportunities into sales. Ryski explains why sales figures by themselves can be misleading, how retailers can calculate conversion rate, and why transaction count is not a substitute for actual traffic data.

Bob and Mark also explore the operational side of conversion: staffing around traffic patterns, training associates to engage shoppers, diagnosing missed sales, and resisting the instinct to solve every sales problem with more marketing or discounting.

They also address the limits of measurement. Ryski warns retailers not to “beat your staff with the conversion stick,” arguing that metrics should guide investigation and improvement rather than become punitive targets detached from individual store conditions.

Key themes include:

• Traffic vs. conversion—and why the distinction matters
• The three variables behind store sales: traffic, conversion rate, and average transaction value
• Why higher sales don't necessarily mean better performance
• How marketing and store operations affect different parts of the sales equation
• Using hourly traffic patterns to make better staffing and service decisions
• Why transaction counts cannot substitute for visitor counts
• Frontline employees as a retailer's “conversion secret weapon”
• Traffic-counting technology and privacy concerns
• Why independent retailers shouldn't dismiss analytics as something only large chains need
• The danger of turning conversion targets into punitive employee metrics
• Why physical stores remain important in an increasingly digital shopping journey

In this deeply personal solo episode, Bob Phibbs tells the story of his mother’s old Kohler & Campbell piano-a possession worth perhaps $100 at an estate sale, but carrying a lifetime of meaning. Through memories of Depression-era thrift, S&H Green Stamps, his mother earning a master’s degree at night, childhood piano lessons, a damaged keyboard, and his own abandoned dream of conducting on Broadway, Bob arrives at a larger insight about value: things have prices, but people give them value. That lesson extends directly to retail. Behind a purchase may be years of saving, a promotion, a milestone, a fresh start, or proof that someone made it through a difficult chapter. The episode ultimately asks what possessions represent, what parents really leave their children, and when holding onto the meaning no longer requires holding onto the object.

1. Customers sometimes buy proof, not products. A handbag, watch, sofa, suit, or piano can represent achievement, security, independence, survival, or a long-awaited milestone. Retailers who see only merchandise can miss the human story that gives a purchase its significance.
2. We often understand sacrifice only in retrospect. As a child, Bob remembered sitting in a cold car waiting for his mother to finish class. At 68, he understands the other side of that memory: she had already spent the day teaching and was attending graduate school four nights a week to earn a raise and provide more for her sons.
3. An inheritance doesn't have to remain an object. Bob decides not to keep the piano his mother specifically left him. Its real inheritance was the opportunity, sacrifice, perseverance, and example behind it. Letting go of the physical piano doesn't mean letting go of what it represents.

Sometimes We Buy Proof begins with a deceptively simple statement: Bob Phibbs' mother's piano is now worth about $100.

But its price has almost nothing to do with its value.

As Bob's brother prepares to leave the family home after 50 years, Bob faces a decision about the piano his mother specifically left him—and decides not to take it. That decision unlocks memories stretching from his mother's Depression-era childhood and ritual of saving S&H Green Stamps to the two years she spent teaching school by day and earning her master's degree four nights a week.

That degree brought a raise. And with the raise, she bought herself something that wasn't simply practical: a brand-new piano.

The piano would become part of Bob's childhood, his mother's changing life, his abandoned piano lessons, and, years later, the discovery that the skill he'd avoided was exactly the skill he needed for his dream of becoming a Broadway conductor.

Eventually, the story leads back to Bob's work in retail and a principle hiding underneath decades of conversations about conversion, average ticket, customer service, and merchandise:

A purchase can be proof that someone saved enough, earned the promotion, finished the degree, survived the hard years, bought the first home, or finally reached a milestone.

For anyone who sells to another human being, that's worth remembering: we see the object, but we rarely see everything that came before it.

And for anyone sorting through a parent's possessions, there's another lesson here: sometimes what we inherit isn't the thing itself. It's what the thing taught us.

Retail futurist Doug Stephens is the founder of Retail Prophet and author of The Future of Competitive Advantage. The conversation explores a bigger question: what happens to business when the social systems it depends on begin to fail? Doug argues that democracy, capitalism, education, and retail performance are more tightly connected than most executives realize. He traces how decades of shareholder primacy, weakened antitrust enforcement, tax cuts, and underinvestment in public institutions helped create today’s concentration of wealth and power—and why that environment is now hurting consumers, workers, communities, and businesses alike.

Bob pushes on the role of the consumer, Walmart’s legacy, media influence, and the political anger behind movements like Brexit and MAGA. Together, they examine whether retail helped train consumers to value only the lowest price, how business leaders should think about civic responsibility, and why companies that build trust with workers and customers may have a stronger long-term advantage than those optimizing purely for efficiency.

• Why democracy is an invisible foundation of free markets
• How trust, fairness, and education affect business performance
• Walmart, consolidation, and the long-term cost of price-driven retail
• The legacy of shareholder primacy and the Friedman doctrine
• Why political anger often grows from economic disenfranchisement
• Media, outrage, and the monetization of tribal identity
• Tax policy, public investment, and the decline of education
• Why Costco is presented as a better business model than Walmart
• The business case—not just the moral case—for treating workers well
• Why small and mid-sized businesses may need a stronger collective voice

1. “No business can succeed long term in a society that’s failing.”
2. “What we took as a problem with capitalism, we turned into an identity politics problem.”
3. “The things democracy depends on—trust, fairness, and intelligence—turn out to be business superpowers too.”
4. “If Amazon is making people pee in bottles instead of giving them breaks and dignity, can I really trust them as a consumer?”
5. “Every company that becomes a Goliath started as a David… it’s not evil, it’s math.”

Brian Travilla with OffScript returns to discuss his evolution from retail leader to Amazon executive—and what happened when that chapter abruptly ended.

In this episode, Brian shares:

• His transition from traditional retail (Petco) to Amazon’s logistics ecosystem
• Building and leading teams responsible for delivery service partners at scale
• The experience of sudden job loss and what it revealed about modern work culture
• Why leadership today requires questioning systems, not blindly executing them
• The emotional impact of losing a team versus losing a job
• His new venture, Off Script Coaching, and who it’s designed to help

Key themes include:

• The shift from corporate dependency to personal ownership
• The role of AI and scale in reshaping organizational structures
• Culture vs. systems in leadership effectiveness
• The importance of clarity, honesty, and specificity in managing teams
• Why retail still matters—and where it’s failing customers today

This episode is especially relevant for leaders navigating uncertainty, organizational change, or career transitions.

Highlights:

• “There is no security in jobs today. The only thing I could control was my attitude.”
• “Leadership is not about getting work done—it’s about developing people through getting work done.”
• “You’re not safe, you’re not secure, you’re not guaranteed anything—so go find what makes you happy.”
• “If you’re avoiding tough conversations, you’re creating disengaged employees—and customers feel that.”
• “They saw me, but they didn’t engage me. That’s not service—that’s failure.”

This episode explores how social media is changing the way people choose where to buy long before they ever walk into a store. Bob talks with Russell Richardson, better known as Russ Flips Whips, about his path from washing cars at 15 to becoming a top automotive sales creator and trainer. The conversation focuses on how trust now matters more than old-school closing tactics, why consistency beats perfection in content creation, and how retailers can use social platforms to become the person customers already know, like, and trust before the sale begins.

1. Customers often choose the salesperson before they choose the product.
2. Russ explains that people increasingly make buying decisions based on who they trust online, not just which brand or store they visit. For retailers, that means the employee or owner can become a meaningful part of the product itself.
3. Attention and trust are not the same thing.
4. Viral content can generate visibility, but visibility alone does not drive sales. Russ draws a clear distinction between content that gets views and content that converts, arguing that businesses need both top-of-funnel attention and trust-building content that answers questions and reduces buying friction.
5. Consistency matters more than early polish.
6. One of Russ’s strongest points is that most people overthink content before they build the habit. His advice is to start, post consistently, publish across platforms, and improve through repetition rather than waiting for a perfect strategy.

In this episode, Bob welcomes Russell Richardson, known online as Russ Flips Whips, one of the most recognizable automotive sales personalities on social media.

Russ shares how he started in the car business washing vehicles at a Lincoln dealership as a teenager, then moved into sales and eventually built a national reputation by posting simple videos online. What began as a way to attract local customers turned into a larger lesson: buyers increasingly decide who they want to work with before they ever visit a store.

The conversation covers:

• How starting at the bottom gave Russ a full view of dealership operations
• Why social media helped him improve personally as well as professionally
• The difference between content that gets attention and content that builds trust
• Why many traditional sales approaches feel outdated to today’s buyers
• How scripts work best when they move from memorized to personalized
• Why retailers in any category should think of themselves, not just their merchandise, as part of the product
• How social content can create referrals, repeat business, and long-distance sales

This episode matters for retailers, sales managers, and business owners because it reframes social media as more than promotion. Russ argues that it is now a trust-building system that can shorten the path to purchase, reduce customer anxiety, and help a salesperson become the obvious choice before a conversation even starts.

A key takeaway for listeners outside automotive: the same principles apply in apparel, specialty retail, service businesses, and any environment where customers want confidence before they buy. The store may matter, but the person still makes the difference.

1. “There’s a difference between attention and trust.”
2. “You are also the product you individually.”
3. “They want it to be easy to buy a car.”
4. “Focus on the people who aren’t in front of us and get ’em to know us before they need us.”
5. “People make the difference.”

1. Most retailers are still trying to win the customer in-store. Russ says the decision is often made long before they arrive.
2. Viral content does not guarantee sales. This episode breaks down the difference between getting attention and earning trust.
3. What happens when customers walk in already asking for you by name? Russ explains how social media made that happen.
4. Old-school sales pressure is losing ground. Buyers want confidence, familiarity, and a reason to trust the person helping them.
5. Retailers are not just selling products anymore. They are selling themselves, their process, and the experience around the purchase.

How do independent retailers build stores customers love while avoiding the trap of looking like every other shop?

In this episode of Tell Me Something Good About Retail, Bob Phibbs talks with Lockwood founder Mackenzi Farquer and Rachel Thomas from Faire, the global wholesale marketplace connecting independent retailers with brands.

They discuss how retailers can discover new products, build a unique assortment, and create a store experience that keeps customers coming back. The conversation covers wholesale buying strategies, visual merchandising, retail promotions, and the realities of growing from one store to multiple locations.

If you run a boutique, gift shop, lifestyle store, or independent retail business, this episode explores practical ways to buy smarter, merchandise better, and grow without losing your point of view.

• How independent retailers source products using Faire
• How Lockwood grew from a small neighborhood shop into a multi-location retail brand
• Why buying what you like is not the same as buying what sells
• How retailers can differentiate their assortment instead of becoming a “look-alike store”
• Visual merchandising strategies that make a store feel exciting, fresh, and memorable
• Why payment terms and inventory testing can reduce buying risk
• How social media, promotions, and events help drive retail foot traffic

Successful independent retailers curate products that reflect their community, customers, and brand identity, not just current trends.

Platforms like Faire help retailers discover brands and test new products, but buyers still need to search intentionally and build an assortment that stands out.

A powerful reminder from the episode:

“You never open the second location to save the first.”

Retail growth works best when the original store is profitable, stable, and repeatable.

• Independent retail strategy
• Wholesale buying for boutiques
• Using Faire wholesale marketplace
• Retail inventory planning
• Visual merchandising ideas
• Boutique retail growth
• Retail promotions and events
• Expanding a retail store to multiple locations

Bob Phibbs – The Retail Doctor

Retail speaker, consultant, and host of Tell Me Something Good About Retail

Mackenzi Farquer – Founder of Lockwood

A multi-location lifestyle retailer known for curated gifts, neighborhood pride merchandise, and creative in-store experiences.

Rachel Thomas – Faire

An online wholesale platform helping independent retailers discover products, streamline ordering, and reduce buying risk.

• independent retail podcast
• Faire wholesale marketplace
• Lockwood retail
• wholesale buying for boutiques
• retail merchandising tips
• inventory planning for retailers
• how to open a second retail store
• visual merchandising ideas
• retail growth strategy
• independent store owner advice
• gift shop buying strategy
• local retail brand building

John Robison didn't follow a traditional path. After engineering sound effects for Kiss and designing early video games, he built a thriving luxury automotive service business by rejecting the dealership playbook. In this episode, John explains why leasing models create service nightmares, how his autism gave him unusual focus for complex mechanical problems, and why his customers thank him for $10,000 repairs while dealership customers rage over $1,000 bills. He breaks down the fundamental difference between selling products and selling expertise, why throwing away specialists for cheaper options backfires as you move upscale, and how his clients called during the pandemic offering work to keep his shop alive. Whether you're in automotive, apparel, or any service business, John's insights on building trust through competence, creating community through specialized knowledge, and why affluent customers need relationships more than transactions will change how you think about premium service.

Key takeaways:

• Your needs become more specialized as you move upscale - cheap fixes don't work for complex problems.
• Service loyalty comes from competence, not charm - know your product deeply and explain it clearly
• The dealership model (leasing + volume) creates customers who can't afford repairs; ownership creates customers who expect investment
• Community is insurance - his customers protected his business because specialized expertise is rare and valuable
• Neurodivergent thinking can be a business advantage when it creates abilities others don't have

https://www.robisonservice.com/

https://www.linkedin.com/in/johnelderrobison/

John Elder Robison John Elder Robison, founder of Robison Service and the Springfield Automotive Complex, is a renowned master automotive restorer and best-selling author known for his work on neurodiversity and human experience. His forthcoming book explores “money, wealth, and security,” challenging how conventional financial wisdom often fails people who think differently or live unconventional lives. In the 1970s, Robison worked as an engineer in the music industry, where he created the iconic special effects guitars used by the band KISS. He gained prominence with his 2007 memoir *Look Me in the Eye*, which recounts his life with undiagnosed Asperger syndrome and his unique cognitive abilities, followed by three additional books. Since 2012, he has served as the Neurodiversity Scholar in Residence at the College of William & Mary in Williamsburg, Virginia, advocating that while disabilities can pose challenges, autism itself is not a problem.

Fast facts & context

• System size: 270+ stores; 50 more in development
• Annual sales: “well over a quarter-billion”
• Category tailwind: US secondhand market ~$45B (2023) → projected ~$73B (2028)
• Sustainability: Americans landfill 11M+ tons of textiles yearly (~80 lbs per person)
• Merch mix: 90%+ used, locally sourced
• Tech stack: Fully proprietary POS, appraisal, inventory, and customer interfaces
• Payout options: Cash, +20–25% store credit, and new digital payouts (e.g., Venmo)
• Key themes & takeaways
• Co-CEOs that work: Clear lanes (Zach: ops/tech; Tyler: marketing/finance/dev) + “brutal but respectful honesty.” Example: they scrapped a glossy 70-page marketing playbook in favor of chunked, usable modules.
• Franchising’s edge: Pushes ownership to the local level. Innovation bubbles up from franchisees; Basecamp codifies and scales the best ideas.
• Innovation from the field: Franchisee-sparked digital cash-out removed daily bank runs and met younger sellers where they are.
• The real customer: In resale, vendors (sellers) are the most valuable “customer.” If you win supply (quality & volume), shoppers flood in.
• Data over intuition: Proprietary appraisal software recommends buy & sell prices using historical store/regional/national data—turning subjective thrift into repeatable retail.
• Brand positioning: Lead with unmatched value and a boutique-clean experience; sustainability is authentic but secondary to price/quality.
• Centralized where it counts: Paid digital advertising is managed centrally but ring-fenced to each store’s local market; organic/community remains local.
• Scaling readiness: They built an 8-person, process-driven new-store team; year-one performance for recent openings is trending ~2x last year’s cohort.
• Next bottleneck: Enabling higher unit volumes (from $1M → $2M → $3M and beyond) via process, data, and in-store throughput—not bigger “rubber walls.”
• Customer joy moment: Shoppers enter expecting “thrift,” experience boutique curation, then see the price tag—confusion flips to delight (and approval from the parent paying).
• Segment guide (chapter markers)
• Open & context: Resale tailwinds, landfill reality, why timing is right
• Co-CEO dynamics: Lanes, feedback, and the 70-page playbook lesson
• From banking to resale: Preconceptions vs. what the data revealed
• Why franchise (not VC roll-out): Local ownership → local magic
• Franchisee innovations: Digital payouts & removing cash friction
• Who to market to: Vendor-first strategy; “cash for clothes” message
• Tech & pricing: Turning intuition into proprietary data products
• Marketing org design: Centralized paid; local organic/community
• Scaling stores: Building the downstream team; cohort results ~2x
• Operations puzzles: Throughput, storage, seasonality constraints
• Sustainability without the scold: Real impact, but value leads
• Tell Me Something Good: The “price-tag joy” moment at openings
• Where to learn more: Brand sites & social; franchise info

In this episode, celebrated meeting design expert and corporate trainer Brian Walter joins the show to share his journey from retail beginnings to becoming a nationally recognized speaker and CEO of Extreme Meetings. Brian reveals the lessons learned from the sales floor, the art of customer service, and how retail shaped his approach to engaging meetings and corporate training. With humor and insight, he discusses the importance of creativity, adaptability, and “projectile enthusiasm” in both retail and professional life. Listeners will discover why retail is a source of “commercial joy” and how Brian’s unique storytelling continues to inspire leaders to make meetings matter.

Guest Bio:

Brian Walter is a nationally recognized meeting design expert and corporate trainer with over 20 years of experience transforming how organizations communicate and engage their teams. Starting his retail career at Broadway Department Store—where he created training videos and led team development—Brian sharpened his skills before moving to Seattle’s The Bon Marche to deepen his expertise in retail leadership training. As CEO of Extreme Meetings, Brian helps organizations escape “death by meeting” by designing purposeful, engaging sessions that drive measurable outcomes. He is a celebrated professional speaker, honored with the Cavett Award by the National Speakers Association, and inspires leaders to reimagine meetings as powerful tools for alignment and motivation.

• 00:00 – Introduction to Brian Walter
• 00:41 – Early Retail Experience: From Wiener schnitzel to Broadway Department Store
• 02:57 – Learning Customer Service: Life lessons and customer stories
• 06:04 – Life Lessons from Retail: The customer isn’t always right, but…
• 11:54 – Transition to Training Videos: From retail to video production and training
• 22:29 – Developing Communication Skills: Humor, persuasion, and “projectile enthusiasm”
• 28:07 – Extreme Meetings and Corporate Training: Making meetings matter
• 31:07 – The Joy of Retail: “Commercial joy” and the magic of in-person shopping

When June sales went flat at her luxury women's store, Rebecca Weirda didn't make excuses. She rolled up her sleeves, had tough conversations with every team member, and turned a double-digit decline into a 42% sales increase the following month. In this episode, discover how the owner of Leigh's Fashions in Grand Rapids, Michigan built a 13,000 square foot luxury retail powerhouse and what it takes to maintain four consecutive record years.

About Rebecca Weirda

Rebecca owns Leigh's Fashions, a luxury women's specialty store celebrating its 50th anniversary in Grand Rapids, Michigan. She purchased the business 20 years ago, coming from a corporate staffing background but with retail sales experience dating back to her early career selling denim. Under her leadership, the store has achieved four consecutive record years while serving customers across multiple generations and price points, from contemporary to high-end designers like Christian Louboutin and Burberry.

What You'll Learn

• The minimum effort problem - How Rebecca used her nephew's test story to show her team they were giving 72% when they needed 100%
• Luxury retail standards - Why the bar is higher for luxury retailers and how customer expectations shape every interaction
• The hiring philosophy - Rebecca's "stars only" approach to building team culture and why she'd rather work shifts herself than hire placeholders
• Customer experience strategy - How competing on experience rather than merchandise creates lasting relationships
• Recovery tactics - The specific steps Rebecca took to turn around flat sales, including personal accountability and team rallying
• Follow-up systems - Why Rebecca personally calls every new customer and how her team generates sales through phone outreach
• Vendor relationships - The vetting process required to carry luxury brands and how presentation standards matter at every price point
• Training approach - Why Rebecca personally trains every employee and how consistency drives results
• Culture protection - How removing negative team members during the pandemic transformed the business
• Sales mindset - The difference between pushing products and creating experiences that make customers feel special

💬 Guest: Patrick McCullough, President of Hallmark Business Connections

📅 Run Time: 35:15

🔗 Website: https://www.hallmarkbusiness.com

✉️ Episode Summary:

In this episode, Bob chats with Patrick McCullough, President of Hallmark Business Connections, about how retailers can tap into the overlooked power of tangible outreach. From using Hallmark greeting cards to create real emotional impact to driving ROI with empathy, Patrick shares how Hallmark Business Connections helps brands turn simple gestures into lasting loyalty.

Forget just sending another email—this episode explores what happens when you make shoppers feel something.

💡 What You’ll Learn:

• Why physical cards outperform digital in both open rates and emotional engagement
• How one retailer saw a 38:1 ROI
• What defines a true “Hallmark moment” in marketing
• The difference between personalization and just plugging in data
• Why emotional resonance is now a business advantage
• The surprising way to wrap an offer so it feels like a gift, not a discount

🛍️ Who This Episode Is For:

• Retail marketers looking for higher ROI campaigns
• Independent retailers who want a simple way to stand out
• Customer experience leaders exploring emotion-driven outreach
• Brand teams struggling to cut through digital noise

🔗 Resources & Links:

Try it yourself at HallmarkBusiness.com

Explore SalesRX – Retail Doctor’s scalable training system

Five conversations with retail entrepreneurs and experts who've built successful businesses by focusing on customer relationships, finding creative solutions, and staying true to their mission. From lumber liquidation to rum cakes, these stories reveal the fundamentals that drive retail success.

Background: Started with Evil Knievel bicycle jumps at age 12, built a construction company, then discovered opportunity in discounted lumber Key Insights:

• Found leftover lumber at trucking warehouses that looked weathered but was still quality product
• Started with weekend sales advertised in Boston Globe
• Transitioned from general building materials to hardwood flooring - much better business model
• Customers bought 500-1000 square feet instead of picking through individual boards
• First official Lumber Liquidators store opened January 5, 1996 in West Roxbury

Background: Family business built around signature rum cakes using old Methodist church recipe Key Insights:

• Scent as powerful marketing trigger - customers recognize the store's Asian mint scent elsewhere
• Virginia law prohibits alcohol service during business hours, but rum cake gets around this
• Served 326 rum cakes in one holiday season
• "Friends and family" customer program predates common discount usage
• Personal delivery of individual rum cakes to top 200 customers creates lasting traditions

Background: Retail analyst focused on debt-laden retailers and market challenges Key Insights:

• VCs often treat retail businesses as ATM machines, loading them with unsustainable debt
• Examples: Toys"R"Us, JC Penney, Neiman Marcus - death by debt, not poor operations
• Long-term focus essential - cites Amazon's 20-year planning horizon
• John Lewis partnership model prioritizes sustainable growth over short-term profits
• Brexit uncertainty makes retail planning extremely difficult, especially during holiday inventory buildup

Background: Former brand strategist who built grain trading business, now runs 35-person CX consulting firm Key Insights:

• "Corporate amnesia" - biggest customer frustration when companies forget previous interactions
• Modern retail spans physical stores, online, phone, and digital-only touchpoints
• Purchase journeys often start in one channel and finish in another
• Relationship lifecycle mapping reveals pain points across entire ecosystem
• 20 years of customer experience consulting with senior, experienced team

Background: Started part-time at Singer during college, now operates 13 stores with 150 employees Key Insights:

• Sewing machines are like Harley Davidsons - hobby purchases, not necessities
• "Finding a way to say yes" - only owner and business partner can say no to customers
• Most complaints come from employees saying no when they could find solutions
• Taking customers seriously and being their advocate turns complaints into sales
• Best customers often started as upset complainers who received great service

Customer Relationships: Every successful retailer prioritizes long-term customer relationships over short-term profits

Solving Real Problems: Whether it's quality lumber at discount prices or finding ways to say yes, these retailers focus on genuine customer needs

Sensory Marketing: Scent, atmosphere, and memorable experiences create lasting customer connections

Operational Focus: Success comes from mastering the basics, not chasing trends or quick fixes

Debt vs. Growth: Sustainable businesses invest in customer experience rather than extracting value through debt

1. Find your Evil Knievel moment - Every entrepreneur starts somewhere, often with simple experiments
2. Create sensory memories - Scent, taste, and atmosphere build stronger connections than advertising
3. Map your entire ecosystem - Understand every touchpoint in the customer journey
4. Empower employees to say yes - Clear escalation paths prevent customer frustration
5. Think 20 years ahead - Long-term planning beats short-term extraction every time

In this episode, Ann Ruckstuhl, SVP and CMO at Manhattan Associates, to unpack the hard truths and high hopes revealed in the 2025 Unified Commerce Benchmark.

Ann brings her decades of experience—from the sales floor at Burdines to Silicon Valley startups and global tech leadership—to expose the growing gap between shopper expectations and retail execution.

👉 Spoiler: only 5% of retailers are considered leaders today—and 35% of what made a retailer stand out two years ago is now just table stakes.

To download your own copy of the Unified Commerce Benchmark from Manhattan Associates, use this link https://bit.ly/3FEvvgO

In this podcast episode, host Bob Phibbs, known as the Retail Doctor, discusses the evolving landscape of retail technology and the importance of human connection with guests Nikki Baird, Shep Hyken, Ethan Chernofsky, Lauren McGuire, Dax DaSilva and Dan Hodges. Podcast highlights include the complexities of in-store technology and the need for seamless transactions, even offline and the critical role of human touch and staff training in creating memorable customer experiences. The episode underscores the balance between leveraging technology and fostering human interactions to enhance the overall retail experience.

In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, retail leaders discuss strategies for enhancing customer engagement, employee development, and adapting to change. Mark Fletcher, CEO of News Express, emphasizes experiential retail by creating community spaces in stores. Joy Poynter, CEO of Fleet Feet, highlights the integration of technology and human connection to foster a running community. Jennifer Grimm, founder of Lux Beauty, stresses the importance of core values in team building. The episode underscores the resilience of brick-and-mortar retail through community engagement, innovative ideas, and strong team dynamics.

In this episode of "Tell Me Something Good About Retail," Bob Phibbs, the Retail Doctor, explores the importance of human connection in retail with various guests. Patrick Burke, CEO of a men's clothing store in Ireland, discusses winning a retail excellence award and the value of customer relationships. His wife, Imelda, shares insights from running a restaurant, emphasizing community ties. Ralph Simons, former CEO of Tony and Sheppard USA, highlights the role of training in luxury retail. Jane Liu, an entrepreneur, talks about resilience in business. The episode underscores that successful retail hinges on community, customer-centric strategies, and meaningful experiences.

In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, the Retail Doctor, the focus is on the importance of human connection in retail. Bob introduces various guests who share their insights on creating meaningful customer experiences. Martin Lindstrom discusses the concept of tribes and the need for empathy in retail. Chris Brown emphasizes the role of joy and employee engagement in enhancing customer service. The episode underscores that successful retail is about building relationships, understanding emotional drivers behind purchases, and fostering a sense of community to create lasting customer loyalty.

Guest: Paul Landry, Co-owner of Crossover Comics (Montreal)

Location: 3560 Notre Dame West, Montreal (St. Henry neighborhood)

Key Discussion Points:

- Store founded in 2012 by high school friends combining library technology, retail, and comic shop experience

- Mission to change comic store reputation from intimidating/judgmental to welcoming

- Uses technology for inventory/loyalty programs, ahead of industry curve

- Focuses on building community through book clubs, events, and an inclusive atmosphere

- Approach to customer service: emphasizes personal taste over "good/bad" judgments

- Marvel movies' limited impact on comic sales; the importance of customer retention

- Social media strategy highlighting staff expertise and customer pride

- Growth plans focused on revenue per square foot and partnerships with schools/libraries

Notable Quotes:

"You have to be as passionate about running a business as you are about the product." - Paul Landry

"Time moves differently... the way that I mark the passing of time is more the lives of my customers." - Paul Landry

Store Philosophy:

Emphasizes creating a welcoming environment, avoiding gatekeeping, and supporting diverse interests in comics and gaming culture. Staff trained to focus on customer experience over product criticism.

In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the "Retail Doctor," converses with Charlie Koniver, principal at Odyssey Retail Advisors. They discuss the evolution of luxury retail, emphasizing the need for a human connection and collaborative strategies between developers and tenants. The conversation covers the impact of the pandemic on shopping behaviors, the importance of prime real estate for luxury brands, and the trend of integrating food and beverage options into retail spaces. They also touch on the challenges and opportunities in major cities like New York, Los Angeles, and San Francisco, offering insights into the future of retail.

Charlie Koniver is Principal at Odyssey Retail Advisors bringing more than 15 years of experience partnering with top luxury brands to develop and implement their real estate strategies. He has represented high-end tenants such as Richemont, Dolce & Gabbana, Alexander Wang, Frame, Bang & Olufsen, Leica, Veja, and John Lobb, to name a few. Charlie has also spent time on the landlord/developer side of the business by consulting for well-known developers such as Caruso, Jamestown, Brookfield, Acadia, and ASG. As Principal at Odyssey, Charlie is responsible for mentoring the next generation of professionals, as well as overseeing the firm’s marketing. Prior to co-founding Odyssey in 2019, Charlie worked at Richemont, one of the world’s leading luxury groups, where he established the company’s first in-house real estate department for North America, managing real estate activities for prestigious brands such as Cartier, Van Cleef & Arpels, and Vacheron Constantin. Before Richemont, Charlie worked at Kering where he oversaw the real estate for brands such as Gucci, Bottega Veneta, Saint Laurent, and Balenciaga, expanding their presence across North America and South American markets. Charlie’s journey began after a professional soccer career and obtaining his degree from American University.

In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the Retail Doctor, and Carol Leaman discuss the post-pandemic retail landscape, emphasizing the critical role of frontline workers. Carol highlights challenges in hiring and training, revealing that 61% of frontline managers report a decline in applicant quality. They stress the importance of effective, engaging training to reduce turnover and burnout. The episode underscores the need for a supportive work environment and the potential for growth within retail careers, advocating for a more human-centric approach to managing retail employees.

1. Introduction to Carol Leaman and Axonify

- Axonify's role in supporting organizations with large frontline populations

- Industries served beyond retail

2. Post-pandemic retail landscape

- Retail's strong comeback

- Challenges in staffing and customer behavior

3. Seasonal hiring challenges

- Decline in applicant quality

- Factors contributing to hiring difficulties

4. Training challenges and solutions

- Issues with traditional training methods

- Axonify's approach to effective, bite-sized training

5. Manager burnout and its impact

- High percentage of managers considering quitting

- Importance of proper training in reducing manager stress

6. Practical ways to reduce turnover

- Examples of ineffective training methods

- Success stories with targeted, engaging training approaches

7. Future trends in retail employment

- Focus on manager support and mental health

- Emphasis on retention and career development in retail

8. Closing thoughts: The good in retail

- Retail's resurgence and opportunities

- Importance of quality customer experience

Key Quotes:

- "Retail has come back stronger than ever." - Carol Leaman

- "35 percent of managers have considered quitting in the last two months." - Carol Leaman

- "The cost of turnover is enormous for retailers." - Carol Leaman

Resources mentioned:

- Axonify's seasonal hiring survey

Call to Action:

- Rate and review the podcast

- Visit Axonify.com or SalesRX.com for more retail insights and training resources

Josh Orr, the founder of Capital Commerce and host of the Retail Initiative Podcast, is one of the leading voices in eCommerce today. He specializes in helping brick and mortar retailers gain traction in their online sales. With his team, he’s helped hundreds of retailers create thriving and profitable eCommerce businesses. Apart from his company’s eCommerce services, you may have seen him on stages at markets and retail events around the US or have taken part in his digital classes or in-person events related to eCommerce marketing.

In this episode of Tell Me Something Good About Retail, host Bob Phibbs, the Retail Doctor, converses with Josh Orr, founder of Capital Commerce and host of the Retail Initiative podcast. They discuss the integration of e-commerce with brick-and-mortar stores, emphasizing the importance of understanding the customer experience. They also highlight the significance of targeted marketing and creating a seamless shopping experience. The episode underscores the necessity of a human connection in retail and adapting to technological advancements to enhance customer engagement.

In this episode of Tell Me Something Good About Retail, host Bob Phibbs, the Retail Doctor, and Nicole Leinbach, founder of Retail Minded, delve into their extensive retail experiences. They discuss evolving consumer behaviors, the critical role of community collaboration for small businesses, and the impact of different generations on retail. Nicole shares her retail journey, inspired by her childhood shopping trips, highlighting the importance of exceptional customer service. They also explore innovative marketing ideas, including Nicole's launch of the first sexual wellness trade show, "Stimulate." The episode underscores retail's dynamic nature and the joy in the journey.

Nicole Leinbach is the Founder and Publisher of RetailMinded.com, a well-respected retail industry resource that has been recognized worldwide for its leading business insight since 2007, and the nation's first B2B trade show + conference dedicated to sexual wellness, STIMULATE. With a core concentration on independent retailers, small businesses, community, technology and how the various touch points of commerce influence modern merchants, Leinbach is a frequent guest and contributor to various media outlets that have included The Today Show, Forbes, Entreprenuer.com and countless B2B publications.

Additionally, Leinbach has supported American Express’s Small Business Saturday as a Spokesperson and is the Author of the book “Retail 101: The Guide to Managing and Marketing Your Retail Business” from McGraw-Hill. Recognized within the top 10 out 100 worldwide retail thought leaders since 2015 – including having held the #1 spot – and a retail “futurist” for IBM, Leinbach is also the Co-Founder of the Independent Retailer Conference.

In March 2022, Women’s Wear Daily recognized Leinbach as one of the most inspiring 25 women in retail and in October of 2023, Leinbach was recognized as one of the nations top leaders within ESG from WWD for her work with STIMULATE: A B2B Sexual Wellness Trade Show. Based in Denver, Leinbach is a mom of 4 and 3 dogs. Learn more about Leinbach at RetailMinded.com.

Chris was involved from the very beginning of Ted Baker in 1988 and headed up the Retail Team for over 30 years as the company's Global Retail Director. During this time, Chris was responsible for many aspects of Ted's unique retail style and is considered one of the leading lights of the drive to create 'retail theatre.' Since leaving the brand in 2017, he has been busy as a Non-Executive Director of several companies and providing retail insight for leading consulting firms' private equity houses. Chris recently launched his sustainable fashion brand, KIT London.

Shawn D. Nelson is the author of Let Me Save You 25 Years: Mistakes, Miracles, and Lessons from the Lovesac Story. He is the founder and CEO of the Lovesac Company, which designs, manufactures, and sells such furniture as modular couches and bean bag chairs. Nelson holds a BA in Mandarin Chinese from the University of Utah and a Master’s degree in Strategic Design and Management from Parsons, The New School for Design in New York City, where he later became an instructor.

Jim Fielding is a respected retail and media industry veteran whose expertise combines storytelling, product innovation, merchandising, and consumer experiences. Jim currently serves as a partner at Archer Gray, an independent media company, and president of its Co-Lab Division. Having led consumer products groups at the world’s largest media companies, including Disney, Dreamworks, and Twentieth Century Fox, Jim has built diverse cultures and visionary teams that excelled in competitive global markets. He served as president of Disney Stores Worldwide for four years, transforming its global consumer experience. He also served as CEO of Claire’s Stores, Inc., a leading jewelry and accessories retailer. Jim’s early experience spanned leading global retail companies, from The Gap to Lands’ End. He mastered all aspects of vertical specialty retail, including supply chain, product design, store operations, and visual merchandising. An active community leader and philanthropist, Jim serves on the board of directors for the Indiana University Foundation and was a founding member of the Dean’s Council for the Hamilton Lugar Global and International School. Jim is a founder of the Queer Philanthropy Circle, the nation’s premier fundraising and advocacy group for the queer community. He also participates in the Women’s Philanthropic Leadership Circle and the Black Philanthropy Circle. Jim has served as a board member for GLSEN, Make-A-Wish International, and American Red Cross, as well as an executive-in-residence for IU Ventures and Indiana University’s Office of Diversity, Equity, and Inclusion. He has endowed several scholarships at IU to support overseas study, international internships, and advocacy leadership training. Jim lives in Atlanta with his partner, Joseph, and their dogs, Cricket and Olive. In the summers, you will find them in Leland and Northport, Michigan.

Michael Hinshaw is the founder and president of customer experience consultancy McorpCX and has been recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive and How to Be One of Them. He has been published and quoted in dozens of publications, ranging from Harvard Business Review and Fast Company to American Executive, Forbes, and Time. His new book, Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, co-authored with Diane Magers has just been released. A Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business, he has consulted for and advised executives at companies such as Intel, Microsoft, Biogen, Roche, Best Buy, and Lululemon.

Bob Phibbs interviewed Michael Hinshaw, author, and president of MCorpCX, about balancing corporate amnesia with relevant customer personalization - and more - on this episode of Tell Me Something Good About Retail.

Robert Grimmett is a visionary creative leader with over 20 years of experience shaping the retail landscape. Renowned for his work with iconic global brands, he's an award-winning entrepreneur and designer. As a thought leader, Robert frequently shares insights at industry conferences and in publications. At the intersection of innovation and insight, Robert is not merely a designer; he's a curator of retail adventures. His knack for anticipating the next big trend transforms the act of shopping into a captivating narrative, where each purchase tells a unique story. In the ever-evolving retail landscape, Robert stands as the architect of tomorrow's consumer experience. He operated his namesake brand, Robert Mason Co; an omni-channel retail, private label brand and purveyor of fashion-focused work gear and supplies. His own brand had a motto of 'work hard and be nice' that resonates with him today as much as it did then! A former marathon enthusiast turned cycling aficionado, he balances the demands of an active lifestyle with a commitment to community. Serving on The J&J Foundation board and volunteering for The Trevor Project, Robert's impact extends beyond retail, showcasing a dedication to social causes that resonates as deeply as his innovative designs.

Jon Nordmark is co-founder and CEO of Iterate.ai launched in 2013. With an $82,000 marketing budget and no salespeople, Iterate's revenues grew profitably by 543% to more than $10 million over the past five years, landing it on Delloite's 2021 Fast 500 list. 85% of Iterate's 102-person team is technical, and 15% hold PhDs or MS degrees in AI. While Iterate provides strategic advisory services related to AI and generative AI, 90% of Iterate's revenue comes from its patented low-code AI software platform, Interplay. A wide range of companies in North America, Europe, and Asia use Interplay to build and operate powerful AI applications: from retailers like Ulta Beauty, Pampered Chef, and Circle K ... to Entertainment and Media companies ... to banks and insurance companies. Before Iterate, Jon was the founder and CEO of eBags.com, a digital-first pioneer of product ratings and reviews, drop-ship, negative cash conversion rates, and A/B split testing. Samsonite acquired the Company after eBags sold 27 million bags, producing $1.65 billion in revenue. Jon's recognition includes being Ernst & Young's Entrepreneur of the Year for the Rocky Mountain Region, earning a Lifetime Achievement Award from the Colorado Technology Association, and being recognized as LinkedIn's Top Voice for the 20+ thought-leadership articles he wrote about emerging technologies.

Renee is the Co-Author of best-selling book Next Generation Retail: How to Use Technology to Innovate for the Future which takes a deep dive into the technologies impacting retail and e-commerce today, including AI, retail media, social commerce, Web3, sustainability, supply chain, loyalty and more. Renee is based in Portugal and is an Advisor to start-ups in the consumer, retail & technology sectors. She also conducts executive education and training for brands and retailers seeking to infuse a culture of innovation throughout the organization. Renee has worked as a brand owner, retail operator, and branding and market entry strategist for the last 25 years. Renee was previously COO of the Shanghai-based streetwear brand, Eno, which was named one of the ten Most Innovative Companies by Fast Company. She was a Director at Ogilvy & Mather, and was an equity research associate at Putnam Investments covering the consumer and retail sector. Renee holds a BBA from Emory University’s Goizueta School of Business, and an MBA from Duke University’s Fuqua School of Business. She holds the Chartered Financial Analyst designation, and was named one of CNN’s “Top 20 People to Watch in Shanghai” in 2010. Renee serves on the Asia Pacific Board of Advisors for Duke University, is a board member of the Dual Immersion Foundation and a Member of the Virtual Advisory Board. See more about Renee at www.renee-hartmann.com.

CEO and Founder Nolan Wheeler comes from retail loss prevention and store operations with hypermarket, grocery, big box, electronics, and more. Fatigued with the lack of solutions for FLW (frontline worker) and store operations, having watched 25 years of solutions being provided for online shopper, all-while developing few in-store technologies and further creating more friction (locking showcases, display-only, out of stocks), SYNQ went on a mission to respect the customer's time, increase "customer productivity" while making the FLW day more enjoyable and productive.

Robert M. Schindler is Professor of Marketing at Rutgers University in Camden, New Jersey. He has researched consumer perception, attitude, and motivation. His papers have appeared in publications such as the Journal of Consumer Research, Journal of Marketing Research, Journal of Retailing, Journal of Advertising, and Journal of Consumer Psychology. A focus of his interest has been pricing-related topics, such as the effects of 9-ending prices and price promotions, and he has written the textbook Pricing Strategies: Harvesting Product Value, 2nd edition (Sage Publications, 2023). He has been ranked among the most published researchers in the area of pricing and has received the Lifetime Achievement Award from the Fordham University Pricing Center. Professor Schindler received a B.A. in biochemistry and psychology from the University of Pennsylvania and an M.S. and Ph.D. in cognitive psychology from the University of Massachusetts. He has been teaching courses in marketing, consumer behavior, and pricing at Rutgers-Camden since 1989. He is a recipient of the Chancellor’s Award for Teaching Excellence and the Rutgers University Scholar-Teacher Award.

Christine Miles is the founder and CEO of EQuipt, an award- winning author, professional keynote speaker, consultant, executive coach, thought leader, entrepreneur, and world- renowned expert in the field of listening differently.

In essence store management is trying to solve the problem of increasing the dignity of working in a physical store. Instead of taking steps to distance customers from employees, Sparkplug helps retailers reward employees for doing the job of making more sales - not just moving merchandise or shipping orders.

Colleen Wilson is a retail executive with over two decades of management experience and an established record for driving strategies to increase customer engagement and drive operational and service excellence. In her current role as SVP of Retail and Wholesale at Kendra Scott, Colleen leads the development and implementation of all strategies across the brand’s retail and wholesale businesses. Prior to joining Kendra Scott, Colleen spent nearly 11 years in various retail management roles at Anthropologie, rising to Regional Director of their Western region where she was awarded the DIG Award (Design, Inspire, Grow) for thought leadership in talent management. She also held multiple retail positions for L Brands (Bath & Body Works, White Barn), where she was a four-time Presidents Club awardee for scaling growth and training teams in sales best practices and product knowledge. Colleen developed her passion for retail at a young age, working for a local jewelry store at age 16. She holds a Bachelor of Business Administration degree from Illinois State University. She resides in Denver, Colorado with her husband and daughter.

So many retailers buy what they like instead of buying what they need. Discover the four questions to ask yourself before purchasing anything as well as tips for how to get rid of slow moving merchandise and how buying has changed since the pandemic.

Dr. Janel Anderson is the founder of Working Conversations and a voracious researcher, author, and podcaster. During her conversation with Bob, Dr. Anderson shared insights about her experience of re-engineering dishes from her favorite restaurant. She stated that it was a trial and error process, and getting it right usually takes a few attempts. Dr. Anderson also discussed the labor shortage, and she suggested that it's been sneaking up on us prior to the pandemic. She emphasized that the pandemic has caused the great resignation and reshuffle, and we've also got long Covid-19 in the mix. Dr. Anderson's key insight is to help organizations not be so surprised by these trends and to be prepared for them.

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author of eight books and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

1. Importance of Being Helpful: Being helpful goes beyond being friendly. It's about understanding the customer's needs and providing the best solution, even if it means suggesting a cheaper product.
2. Return on Investment in Training: Training is not a cost but an investment. It has a payback and ROI that can lead to better customer satisfaction and sales growth.
3. Proactive Follow-up: Keeping customers informed and in control of their situation is vital. Proactive follow-up builds trust and loyalty even when there's a problem.
4. Generational Differences: Different generations have varying expectations and tolerances for service quality. Understanding these differences is key to delivering the right experience.
5. Integration of Technology: The merging of technology with human-to-human experiences is enhancing the customer experience. Tools like AI and augmented reality are becoming more accessible and can personalize the shopping experience.
6. Creating Repeat Customers: The goal is to create an experience that makes customers say, "I'll be back." This requires understanding what success looks like and training staff to achieve it.

Dr. Kimberly McGlonn is an advocate for justice & environmentalism, an advocacy that informs her approach to leadership in the fashion industry. As Founder & CEO of the manufacturing start-up Grant Blvd®, she oversees the brand's creative direction and growth strategy. Grant Blvd’s mission is to construct stylish, sustainably sourced fashion by creating living wage jobs for women, particularly those who are formerly incarcerated. Founded in 2017, Grant Blvd is the first Black-owned B Corp in North America in the fashion space. Outside of these roles, Kimberly disrupts via her second company, the thrift/vintage concept Blk Ivy, which tells the story of fashion as activism through a curation of garments that amplify the style of 1954-1972, her podcast “The School for Disrupters”, and her role as a faculty member of Drexel University’s Westphal College of Media Arts & Design.

Her work has been featured by Fast Company, Inc Magazine, WWD, and has been funded by Beyonce’s BeyGood Foundation. In 2022 she was a recipient of the Visa’s “She’s Next in Fashion Award” and was honored with the Black Enterprise “Business Disruptor of the Year” award.

Nate Woodbury is a popular YouTuber who creates videos about entrepreneurship and digital marketing. He started his channel in 2016 and has since amassed a large following of over 300,000 subscribers. Nate's videos are informative and easy to understand, making them perfect for beginners who are interested in starting their own businesses. In this episode, he shares tips and tricks for growing an online presence and building a successful brand . Nate is known for his friendly personality and approachable style, which has helped him connect with his audience and earn their trust.

From ten years old Clint Pulver knew he had been given a moment. He shares that revelation and how it has informed everything he has done as a speaker, motivator, and performer. Having performed over 1100 undercover interviews with employees in all walks of life, he has culled his learning in to speeches, training, and music. Clint shares the four types of managers - and which is best as well as how to create moments that stick with employees and teams.

We need products that make an impact on us and the world we live in. But how to understand a roadmap for changing your brand? Tiffany’s has done a great job of moving out of the “Breakfast at Tiffanys” lore of Audrey Hepburn who fewer and fewer customers even know about. Brand strategy and advertising has changed whereby marketing professionals, brand strategists, can no longer dictate the brand to the audience, but must be willing to co-create with the audience or else the brand might get canceled. We’ll discuss all of this and more on this episode.

Deanna Wallin, a former nurse turned skincare pioneer, founded Naples Soap Company out of her passion for assisting individuals suffering from chronic skin issues such as eczema and psoriasis. A Southwest Florida native, Wallin earned her Bachelor’s Degree in Psychology from Barry University. She returned home to earn her LPN certification from Lorenzo Walker Technical College and worked in the healthcare industry in Southwest Florida for 15 years. Following the recession of 2007-08, she was looking to make a career change and was inspired to share her journey to find relief from her own painful, chronic skin conditions. In 2009, she opened a small 300 square foot retail store in Tin City where she sold skin care items including natural soaps and body butters. Today, Naples Soap Company operates 9 stores (soon to be 13) across the state of Florida, offers products nationwide direct to the consumer through a robust e-commerce site (naplessoap.com), and sells products wholesale to retailers including Dillards and the Woodhouse Day Spa. In 2021, Deanna took the company public. Naples Soap Company stock is traded on the OTC markets under the symbol NASO. As CEO, Deanna provides strategic direction for the company while overseeing company operations, product development, merchandising, buying, marketing, investor relations, and talent development.

Naomi Wheeless is the Global Head of Customer Success at Square, a company whose mission is to enable economic empowerment for all. In this position, she leads a team of nearly two thousand associates in 10 countries, each focused on creating stellar customer experiences by marrying technological solutions and fantastic human delivered support. Throughout her career, Naomi has become a highly regarded leader with exceptionally strong operational skills, having built globally adopted businesses, leading both established and emerging companies through mission-critical market launches, mergers, and acquisitions. She also excels at establishing senior-level alliances, leading high-value negotiations, and running businesses with operational, fiscal, risk, and regulatory rigor. Naomi has a proven track record in driving revenue, and helping organizations master their digital transformation journeys. She thoroughly enjoys developing & mentoring other leaders and consistently improving production results. Building upon previous senior-level management roles at companies such as Capital One, TMX Finance & Servicemaster, she continues to implement her operational and people development skills to execute on company goals and initiatives.

Dan Hodges is the CEO of Consumers in Motion (CIM Tours) that provides a service which assesses your company’s place in today’s marketplace. We identify opportunities for innovation, performance improvement and revenue growth. Retail Store Tours ( A CIM Company) offers customized, highly time-efficient programs that provide real-time marketplace intelligence and insights as part of a shared experience. Its programs rely on the Intelligent Engagement Index (IEI), a metric pioneered by parent company Consumers in Motion. Developed using extensive field research, the IEI assesses a company’s standing in the marketplace, focusing on the factors that most directly influence retail sales.

Matt Lafone is the president and general manager of The Athlete's Foot (TAF) North, South and Central America. Lafone joined The Athlete’s Foot with strong experience across branding, retail, merchandising, marketing and franchising. The Athlete’s Foot launched StAART, the Strategic African American Retail Track, in 2020 as an initiative to grow diversity and representation in the sneaker industry through franchising. The Athlete's Foot has 564 stores and e-commerce shops across 32 countries which generated sales of USD 400 million in 2020.

Serge Khalimsky serves as the Senior General Manager of Westfield Old Orchard. In this role, Serge is responsible for delivering Old Orchard’s long-term revenue growth for parent company Unibail-Rodamco-Westfield (URW), in addition to leading the asset’s day-to-day business operations, managing complex tenant relationships with more than 150 property retailers and restaurateurs, overseeing taxation and land-use negotiations with relevant municipality and elected officials, as well as directing meaningful community relations initiatives alongside key philanthropic partners and local nonprofit organizations. Notably, Serge was also the driving force behind THE CUBE, Old Orchard’s architecturally stunning glass pavilion hosting dynamic events and activations for premier brand partners such as Samsung, Dyson, Nespresso and Kia. Serge is also proud to actively serve on the Board of Directors for several worthwhile local organizations including the Skokie Chamber of Commerce, the Skokie Economic Development Commission, and the ICSC Illinois Government Relations Committee.

Elizabeth Herbst-Brady is currently Head of Global Revenue & Client Solutions at Yahoo.

Bruce Winder a Toronto-based retail analyst, business instructor and author of the book, Retail Before, During & After COVID-19.

Steve Cook, business owner of Cook Feed and Outdoor and podcast host of The Better Business Podcast.