RetailCraft - digital retail, ecommerce and brands - Retail Podcast
RetailCraft 15 - “Awesome ordinary people” - Tula Skincare, Showfields and Eton Shirts

RetailCraft 15 - “Awesome ordinary people” - Tula Skincare, Showfields and Eton Shirts

December 19, 2019

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

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

 

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

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

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

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

Run time: 62 minutes.

Information:

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

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

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

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

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

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

RetailCraft 14 - “We’re never monotone” - Fortnum & Mason and Liberty London

RetailCraft 14 - “We’re never monotone” - Fortnum & Mason and Liberty London

November 24, 2019

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

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

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

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

Run time: 45 minutes.

Information:

Zia Zareem-Slade: https://www.linkedin.com/in/ziazareemslade/

Eric Fergusson: https://www.linkedin.com/in/eric-fergusson-354a0b/

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

Ian Jindalhttps://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 13 - “Loyalty and desirability” - Harvey Nichols, Feelunique and The Watchshop

RetailCraft 13 - “Loyalty and desirability” - Harvey Nichols, Feelunique and The Watchshop

September 2, 2019

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

Run time: 55 minutes.

Information:

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

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

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

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

Ian Jindalhttps://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 12 - “Summer Bookclub” - Martin Newman, Natalie Berg, Miya Knights and Richard Hammond in the studio discussing their recent retail books

RetailCraft 12 - “Summer Bookclub” - Martin Newman, Natalie Berg, Miya Knights and Richard Hammond in the studio discussing their recent retail books

August 15, 2019

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

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

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

 

Run time: 65 minutes.

Information:

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

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

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

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

Ian Jindalhttps://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 11 - “Boots, Bags and Vintage” - Deckers Brands, Radley and Beyond Retro in the studio

RetailCraft 11 - “Boots, Bags and Vintage” - Deckers Brands, Radley and Beyond Retro in the studio

July 19, 2019

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

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

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

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

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

 

Run time: 50 minutes.

 

Information:

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

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

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

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

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

 

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

RetailCraft 10 - “Danish Jewels” - visiting Georg Jensen and Pandora in Copenhagen, with Ian Jindal

RetailCraft 10 - “Danish Jewels” - visiting Georg Jensen and Pandora in Copenhagen, with Ian Jindal

June 27, 2019

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

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

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

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

 

Run time: 49 minutes.

 

Information:

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

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

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

 

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

RetailCraft 09 - “Get the Store Experience Right!” - conversation with Harrods and about the RetailX Luxury Sector Report

RetailCraft 09 - “Get the Store Experience Right!” - conversation with Harrods and about the RetailX Luxury Sector Report

April 24, 2019

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

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

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

 

 

Run time: 49 minutes.

 

Information:

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

 

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

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

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

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

 

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

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

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.

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

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