RetailCraft - digital retail, ecommerce and brands - Retail Podcast
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

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

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

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