RetailCraft 08 - “Hands. Made” - conversation with Made.com and Crabtree & Evelyn

March 13, 2019

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

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

 

Run time: 32 minutes.

 

Information:

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

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

 

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

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

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

 

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

 

 

RetailCraft 07 - “Love, comma” - in conversation with Sienne Veit of John Lewis and Alexandre Meerson of Meerson.

January 21, 2019

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

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

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

 

Run time: 45 minutes.

 

Information:

 

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

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

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

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

 

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

 

RetailCraft 06 - Sean McKee from Schuh and the new Growth 2000 index

December 19, 2018

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

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

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

 

Run time: 39 minutes.

Information:

 

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

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

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

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

 

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

 

References:

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

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

 IRM November 2017

 

InternetRetailing's Growth2000 (G2K) research report:

https://internetretailing.net/g2k

G2K Cover 2018

RetailCraft 05 - ‘all cake, no ache’ - with Sweaty Betty, Orlebar Brown and the RXAU Australia Top250

November 23, 2018

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

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

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

Run time: 42 minutes.

Information:

 

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

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

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

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

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

 

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

 

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

 

RetailCraft 04 - Dreamforce, Zippin’s CEO Krishna Motukuri, beyond checkout and the Top500

October 17, 2018

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

Information:

 

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

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

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

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

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

RetailCraft 03 - Beauty Revolution with Nadine Neatrour and Sally Heath Minto

September 4, 2018

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

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

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

 

42 minutes run-time.

 

Information:

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

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

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

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

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

 

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

 

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

 

RetailCraft 02 - Sarah Stagg of The Rug Company and the 2018 IREU Top500

August 1, 2018

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

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

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

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

 

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

 

38 minutes run-time.

 

Information:

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

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

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

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

 

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

 

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

 

https://internetretailing.net/ireu

IREU2018 Cover

 

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

IRM March 2018 cover

 

 

 

RetailCraft 01 - David Kohn of Heals - “probably the most skeptical man in the industry”? Surely not!

July 27, 2018

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

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

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

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

 

32 minutes run-time.

 

Information:

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

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

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

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

 

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

 

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

IRM71