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Multichannel retail, ecommerce and digital business - interviews, analysis and discussion with Ian Jindal and InternetRetailing
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3 days ago
3 days ago
What does it take to be the number one premium beauty retailer both online and in-store across 22 countries? In this episode, Ian Jindal welcomes Philipp Andree, Chief Commercial Officer at Douglas Group, to explore how the company blends heritage and innovation in the fast-evolving beauty sector. Philipp shares how Douglas is redefining omnichannel retail, leveraging AI to enhance the customer experience, and transforming its supply chain for efficiency and scale. The conversation covers everything from Gen Z beauty trends to warehouse optimisation and the “Let it Bloom” strategy for future growth. Whether you’re fascinated by retail tech, operational excellence, or the art of customer engagement, this episode offers a rare inside look at a European retail powerhouse.
About the Guest
Philipp Andree is the Chief Commercial Officer at Douglas Group, number one omnichannel premium beauty destination in Europe. With a background in engineering, marketing, and digital transformation, Philipp brings a unique perspective to the intersection of tech, commerce, and customer experience.
Key Topics & Timestamps
-
00:00 – Welcome & Introduction
Ian introduces Douglas and guest Philipp Andree, setting the stage for a deep dive into European beauty retail. -
02:00 – Douglas’s Unique Market Position
Philipp explains Douglas’s leadership in premium beauty, its rare dual dominance online and offline, and its focus on experience. -
04:00 – Understanding the Douglas Customer
Discussion of customer segmentation, the rise of Gen Z, and the broad appeal of beauty across ages and genders. -
08:00 – Balancing Scale and Specialism
How Douglas maintains expertise and curation while operating at scale, and the importance of standing for premium beauty. -
11:00 – Philipp’s Career Journey
From engineering to marketing, consultancy, and digital leadership, Philipp shares his path to CCO. -
14:00 – Omnichannel Evolution
The shift from digital as a silo to a fully integrated, customer-first omnichannel ecosystem. -
16:00 – The Role of AI in Beauty Retail
Why AI is a tool, not a goal; how Douglas uses AI for skin analysis and the development of a beauty advisor chatbot. -
19:00 – Training AI with Human Expertise
Philipp describes using in-store beauty advisors to train AI, ensuring recommendations feel authentic and trustworthy. -
24:00 – Supply Chain Transformation
The move to “One Warehouse All Channels” (OWAC), reducing inventory and increasing efficiency across 22 countries. -
29:00 – The ‘Let it Bloom’ Strategy
Douglas’s four-pillar growth plan: brand leadership, best selection, omnichannel excellence, and operational efficiency. -
30:00 – Store Expansion and Refurbishment
Opening 200 new stores, refurbishing 400, and the impact on customer experience and loyalty. -
32:00 – Standardization and Tech Across Borders
The challenge of unifying systems and processes across a multinational footprint. -
33:00 – Closing Reflections
Ian and Philipp reflect on Douglas’s blend of 200 years of heritage with cutting-edge innovation.
Standout Quotes
“We are number one, both in-store and online, which is pretty rare.”
“Our customer base spans from Gen Z to Boomers—beauty is for everyone.”
“AI is a tool, not the goal. We always start with the customer.”
“Let it Bloom: it’s about being the number one premium brand, the best selection, omnichannel, and efficiency.”
-- Run time: 38 minutes
INFORMATION:
[ 🖥️ ]
Douglas' German e-commerce site - www.douglas.de
Douglas Group's corporate site: https://douglas.group/
The "Let it Bloom" strategy (https://douglas.group/en/about-us/strategy)
[ 👨👧 ]
Philipp Andree: https://www.linkedin.com/in/philipp-andr%C3%A9e-47b681253/
Ian Jindal: www.linkedin.com/in/ianjindal/
[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal
Sunday Apr 06, 2025
Sunday Apr 06, 2025
Clean Lines: Sustainable Innovation and Retail Evolution with Rothy's VP Global Retail
In this episode of RetailCraft, Ian Jindal speaks with Giovanni Lepori, Vice President of Global Retail at Rothy’s, from the brand’s flagship store in New York. Giovanni shares how Rothy’s has revolutionized footwear manufacturing with 3D knitting technology, built a sustainable and scalable business model, and expanded into physical retail while staying true to its clean design ethos. The conversation explores themes of circularity, disciplined growth, and the challenges of scaling a direct-to-consumer brand globally.
Episode Overview
Rothy’s Origins and Revolutionary Manufacturing
Giovanni recounts how Rothy’s founders developed their groundbreaking 3D knitting technology to create zero-waste shoes made from recycled materials. He highlights the challenges of scaling production and the importance of owning their factory in China to ensure quality and sustainability.
Clean Lines and Circular Design
The brand’s aesthetic—distilled simplicity with clean lines—is paired with a commitment to circularity. Giovanni discusses Rothy’s zero-waste factory, pilot programs for recycling worn shoes, and the durability that makes its products “last forever.”
Transitioning from Online to Offline
Giovanni explains how Rothy’s began as a direct-to-consumer brand before experimenting with physical retail. The first store in Pacific Heights was an instant success, leading to a deliberate rollout of premium stores like the Flatiron flagship in New York.
Challenges in Scaling Retail
From inventory management to maintaining brand values in wholesale partnerships, Giovanni reflects on the complexities of omnichannel retail. He emphasizes disciplined growth and ensuring profitability in every location.
Looking Ahead: Global Expansion
Giovanni outlines plans for international growth, including standalone stores in London and beyond. He also highlights product innovation, new categories like menswear and kids’ shoes, and the ongoing evolution of sustainable materials.
Chapter Times and Titles
[00:00:00] "Welcome to New York"
Introduction to Giovanni Lepori and his role at Rothy’s.
[00:01:00] "A Revolutionary Idea"
How Rothy’s transformed footwear manufacturing with 3D knitting technology.
[00:06:00] "We Make Every Shoe We Sell"
The importance of owning the production process for quality and sustainability.
[00:07:30] "Clean Lines"
Rothy’s signature aesthetic paired with circular design principles.
[00:14:30] "The Holy Shit Moment"
The move from online-only to retail and the power of in-store experiences.
[00:18:30] "Expanding Globally"
Plans for international growth, including London and beyond.
[00:20:15] "Retail Challenges"
Overcoming obstacles in omnichannel integration and scaling responsibly.
[00:24:30] "Looking Ahead to 2025"
Rothy’s focus on disciplined growth, new categories, and global expansion.
-- Run time: 29 minutes
INFORMATION:
[ 🖥️ ]
Rothy's - www.rothys.com
[ 👨👧 ]
Giovanni Lepori: https://www.linkedin.com/in/giovannilepori/
Ian Jindal: www.linkedin.com/in/ianjindal/
[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal
Sunday Mar 02, 2025
Sunday Mar 02, 2025
You Just Go Faster: Cycling, Community and Commerce with Rapha's CCO
This episode of RetailCraft takes us inside premium cycling brand Rapha, our host Ian Jindal chats with Joel Natale, Chief Commercial Officer, at Rapha's London headquarters. Their conversation explores how this 20-year-old brand transformed cycling culture, built a powerful community, and continues to balance premium positioning with growth.
[00:00:00] Introduction to Rapha and Joel's Role
[00:01:00] "Changed The Sport": Rapha's Market Impact
[00:06:52] "More Than Just Shops": The Clubhouse Concept
[00:11:16] "Suffering Together": The Community Philosophy
[00:15:50] "The Rapha Cycling Club": 10 Years of RCC Membership
[00:18:23] "Product Longevity": Sustainability and Repairs
[00:23:57] "I Won't Be A Lifer": Joel's Cycling Industry Journey
[00:27:19] "Incredibly Lucky": From Brompton to Rapha
[00:30:37] "A Relentless Desire to Understand the Customer": Brand Leadership
[00:34:27] "You Just Go Faster": Rapha's Future Direction
Rapha's Origins and Market Position
Joel introduces Rapha as a 20-year-old cycling brand founded by Simon Mottram in 2004 that "really changed the sport" and how people engage with cycling. Rapha entered a market divided between established performance brands and cheaper, poorly fitting products, with Mottram's vision to create "a more discerning and thoughtful product brand" engaged with cycling culture.
Rapha revolutionized the industry with its bold pricing strategy, setting retail prices approximately three times the market average. This approach initially shocked consumers but transformed industry standards, with other brands taking nearly five years to realize they could also aim for premium price points.
Though the brand has expanded its range to serve diverse cyclists across price points and terrains, Rapha remains firmly positioned as a premium brand sitting "top halfway to the top" of the market.
Clubhouses: More Than Just Shops
One of Rapha's most distinctive innovations has been its clubhouses. These aren't simply retail spaces but community hubs where cyclists engage with the brand and each other. When Rapha introduced this concept around 2010-2012, cycling-focused cafés where riders could bring their bikes inside was revolutionary.
The clubhouses serve multiple purposes beyond retail. As Joel explains, "On a Sunday afternoon, you give people a space to watch races. On a Wednesday morning, you give them a space to go after they've trained." This community-building approach reflects Rapha's broader mission to grow the sport rather than just sell products.
Rapha strategically locates its clubhouses in major global cities and "culturally important cycling locations" such as Mallorca and Boulder, Colorado—choices that might not be obvious from pure data analysis but make sense for a brand deeply connected to cycling culture.
The Rapha Cycling Club (RCC)
The Rapha Cycling Club celebrates its 10th anniversary in 2024. Unlike conventional loyalty programs focused on discounts, RCC was built around creating an actual cycling club where "people might meet and ride together, race together."
RCC offers tangible benefits including half-price coffee at clubhouses, organized rides, bike hire, and access to exclusive club kit at more accessible price points. While Joel acknowledges that the club "peaked in COVID" and needs reinvigoration, he emphasizes that for many members—especially those living near clubhouses—the benefits and community connections remain valuable.
Sustainability and Product Longevity
Cycling inherently offers sustainability advantages as an environmentally friendly transportation option. Rapha's focus on high-quality products naturally aligns with sustainability principles, with Joel mentioning he still owns and uses a Rapha jersey from 2008—illustrating the brand's commitment to durability.
The company maintains repair services in the US, UK, and Europe, reflecting its commitment to product longevity. Beyond repairs, Rapha has expanded its sustainability efforts to include carbon emissions management and increased use of "environmentally preferred materials," while acknowledging the challenges specific to cycling apparel, which often uses multiple materials for performance requirements.
Industry Passion and Future Direction
Joel's career has been entirely within the cycling industry, beginning part-time at Evans Cycles while at university before joining their purchasing department after graduation. Despite initially thinking "I won't be a lifer," he's remained in the cycling business for 20 years.
Joel reflects on the special bonds formed in cycling retail: "When you do cycling retail, you make really close friends because you've already passed the bar of 'we're all cyclists'." Before joining Rapha, Joel worked at Brompton, describing himself as "incredibly lucky to work for both brands."
When asked about skills needed for success in brand-led businesses, Joel emphasizes "a relentless desire to understand the customer." He notes that while being passionate about your niche is essential, professionals also need to "be one step back" to avoid confusing personal preferences with broader customer needs.
The podcast concludes with Joel discussing Rapha's future under new CEO Fran Miller (sister of former professional cyclist David Millar), who recently joined from Belstaff. Rather than focusing on short-term fixes, they're taking a longer view: "We're going to look at a three to four year horizon to rebuild this place," supported by patient ownership that allows for long-term planning.
About Our Guest
Joel Natale is Chief Commercial Officer at Rapha, overseeing product strategy, merchandising, supply chain, and e-commerce operations. His 20-year career in the cycling industry includes prior roles at Evans Cycles and Brompton, bringing both personal passion and professional expertise to his work at this premium global cycling brand.
-- Run time: 38 minutes
INFORMATION:
[ 🖥️ ]
Rapha - https://rapha.cc
[ 👨👧 ]
Joel Natale: https://www.linkedin.com/in/joel-natale/
Ian Jindal: www.linkedin.com/in/ianjindal/
[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal
Sunday Nov 10, 2024
Sunday Nov 10, 2024
- Dyson's philosophy is to rethink, reimagine, and renew.
- Sustainability can coexist with sales strategies.
- Focusing on fewer markets can lead to better results.
- Consumer motivations for refurbished products include sustainability and price.
- Refurbishment processes require strict quality standards.
- Different regions have varying maturity levels in sustainability practices.
- Sales KPIs are closely tied to return rates and refurbishment cycles.
- A career path can be unpredictable and shaped by opportunities.
- Continuous improvement is essential for growth in a sustainable business.
-- Run time: 38 minutes
INFORMATION:
[ 🖥️ ]
Dyson - https://www.dyson.co.uk/
[ 👨👧 ]
Gertin Schraa: https://www.linkedin.com/in/gertin-schraa-17b8595/
Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal
[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal
Tuesday Oct 15, 2024
Tuesday Oct 15, 2024
In this episode, Ian Jindal speaks with Alec Mills, co-founder of Dame, about the journey of creating sustainable and toxin-free period products. They discuss the challenges faced in the industry, the importance of changing the conversation around menstruation, whether men have a role in women's health discussions. Alec shares insights on product innovation, market positioning, and the impact of collaborations with larger brands. The conversation concludes with reflections on the future of Dame and the ongoing mission to improve menstrual health and sustainability.
Takeaways
- Dame was launched in 2019 to address the issues with traditional period products.
- The company focuses on creating sustainable and toxin-free products.
- Changing the conversation around menstruation is crucial for societal progress.
- Product design must prioritize both functionality and sustainability.
- Reusable products can save money in the long run.
- Period poverty is a significant issue that needs addressing.
- Collaboration with larger brands can amplify impact and reach.
- Innovations like self-sanitizing menstrual cups can change user habits.
- The mission to improve menstrual health continues as long as subpar products exist.
Sound Bites
"We make sustainable and toxin-free period products."
"Traditional period products are full of toxins."
"Can we change an industry?"
Chapters
00:00 Introduction to Sustainable Period Products
02:57 The Journey of Dame: From Idea to Impact
05:49 Challenges and Insights in the Period Product Industry
09:11 The Role of Men in Women's Health Conversations
11:59 Innovations in Period Products: Design and Functionality
14:51 Market Positioning and Addressing Period Poverty
17:48 Collaborations with Big Brands and Their Impact
21:08 Future Directions for Dame and the Industry
24:00 Conclusion and Reflections on Progress
-- Run time: 45 minutes
INFORMATION:
[ 🖥️ ]
Dame - https://wearedame.co/
[ 👨👧 ]
Alec Mills: https://www.linkedin.com/in/alec-ph-mills/
Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal
[ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal
Tuesday Jul 30, 2024
Tuesday Jul 30, 2024
- 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.
- "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."
-- 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
Thursday Jun 13, 2024
Thursday Jun 13, 2024
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
Monday Apr 29, 2024
Monday Apr 29, 2024
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
Monday Apr 22, 2024
Monday Apr 22, 2024
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
Tuesday Feb 20, 2024
Tuesday Feb 20, 2024
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>
- 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.