eCommerce MasterPlan

Hosted by Chloë Thomas

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About the show

Trying to work out how to acquire more customers? Need to improve customer retention? Or just looking for some reassurance you’re on the right track? That’s what the eCommerce MasterPlan is here for. Every week we interview an e-Commerce business person (owner, manager or marketer) with a fascinating insight into successful online retailing. Their business might be a UK mail order retailer, an online-only store from Australia, or a brick and clicks business from the USA – but every one of them is doing something we can all learn from. Many of our guests are using Shopify & Klaviyo, but we also have guests using Wix, Bigcommerce, Woocommerce, Omnisend and Magento. So you're sure to find an episode that directly helps YOU. Listen for advice on what to do next, the reassurance you’re heading in the right direction and all the inspiration you need to grow your eCommerce business without losing your life in the process!

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60 recent

31 min

How Clothes Doctor Is Growing with Smarter Subscriptions, AI, and Sustainability

Janis Thomas is the CMO at Clothes Doctor, a fast-growing UK clothing-care brand selling premium laundry and fabric-care products. Founded in 2017, they are now a 7 figure business selling via wholesale, Amazon and their Shopify store. Janis shares how Clothes Doctor has built a multi-channel growth engine while staying focused on making clothing care easier and more sustainable. She also reveals the marketing lessons, challenges and opportunities that come with scaling a fast-growing eCommerce brand beyond its Shopify store. Hit PLAY to hear: 🔄 Why adding a subscription isn’t enough — and the question you should ask first 📈 How to attract higher-quality customers who stick around 🤖 How Clothes Doctor uses AI to do more with a small team 💡 Janis’s approach to getting better results from ChatGPT 🌱 Why sustainability alone may not be enough to win new customers 📦 How two very different subscription products can drive growth in the same business Key timestamps to dive straight in: [03:55] Challenges in media subscriptions [07:04] Caring for clothes longevity [11:28] Using Sidekick with Shopify [14:35] Launching Seasonal Care Subscription Box [17:30] Discussing laundry product varieties [20:38] Joining a sustainable brand [24:29] Listen to Janis’s Top Tips! Full episode notes here: https://ecmp.info/612 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

39 min

How Products Get to Market Faster – and How AI helps Shoppers Find Them

Mark Howell is the Director Retailers EMEA at Rithum, where they help the world’s leading brands and retailers list, market, fulfill, and optimise products across every major commerce channel – from catalog to consumer. Rithum’s single connected network now has over 40,000 brands, suppliers and retailers including Walmart, Marks & Spencer, Samsung, and many more. Before his decade at Rithum Mark spent 10 years at Tesco supporting all drop ship and marketplace sellers to list and launch on Tesco.com. In this episode, Chloe and Mark unpack the hidden engine behind modern eCommerce growth: product data. They explore how brands can get products to market faster, manage listings across multiple marketplaces, and prepare their data for the next wave of AI-powered shopping and search. Hit PLAY to hear these 5 big wins: 🤖 Why AI search is making product data more important than ever ⚡ The “time to online” metric that directly affects revenue 🛒 How to sell on multiple marketplaces without managing 20 separate stores 🔍 The product data mistakes that lead to costly returns 🧠 How leading brands structure data for both humans and AI shoppers 🚨 Why retailers are becoming stricter about claims like “sustainable” Key timestamps to dive straight in: [05:53] Describing products with evidence [08:06] Managing different retail platforms [12:19] Brands asserting eCommerce guidelines [15:21] Negotiating retail brand guidelines [17:20] Handling Marketplace Customer Expectations [22:33] AI implementation challenges and oversight [23:22] Legal challenges in agentic commerce [29:34] Storing and sharing business data [32:04] Listen to Mark’s Top Tips! [36:17] Episode sponsored by Rithum. Find out more about Rithum >>> https://ecmp.info/rithum Full episode notes here: https://ecmp.info/611 Episode sponsored by Rithum. Find out more about Rithum >>> https://ecmp.info/rithum --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

33 min

How BLD BRO Built a Fast-Growing DTC Brand with Shopify, Amazon and Community

Tariq Kazemi is the co-founder and CEO at BLD BRO, a British skincare brand championing “bald confidence”. Founded in 2021, they did £3.5million last year and are growing fast via their Shopify store & Amazon. In this episode, Tariq shares how BLD BRO grew from a small Instagram community into a multi-million-pound eCommerce brand. He reveals the practical decisions behind that growth, including their Amazon launch, lean SKU strategy, in-house fulfilment, and why they outsource specialist marketing expertise instead of trying to do everything themselves. Hit PLAY to hear: 🚀 How BLD BRO grew from250 Instagram followers to £3.5M in sales 🛒 Why Amazon became a third of UK revenue within months of launch 📦 The 5-SKU strategy that keeps growth simple and profitable 💡 Why they rejected Kickstarter despite already having a community 🧠 The founder mindset shift: “We’re not eCommerce experts” 🏭 The surprising reason they insist on keeping fulfilment in-house in Birmingham Key timestamps to dive straight in: [05:41] Early funding and avoiding crowdfunding [09:45] Keeping product line focused [10:59] Managing product diversity and packaging [16:41] Building an eCommerce team [17:43] Optimizing website conversion strategies [23:00] Starting the hair loss journey [25:58] Listen to Tariq’s Top Tips! Full episode notes here: https://ecmp.info/610 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

34 min

WWYD if you were CFO at a Fast-Growing DTC Brand? – with Dan Major

Dan Major is a Fractional CFO for DTC fashion, footwear, and beauty brands. Focused on scaling profitability by unlocking margin and freeing up cash for ads and stock. In this WWYD episode, Dan walks through what he would do if he became the first serious CFO at a fast-growing DTC brand. He shares practical advice on fixing reporting, improving unit economics, finding hidden margin, and unlocking cash from inventory so brands can grow faster without losing control of profitability. Hit PLAY to hear: The first thing a new CFO checks in a fast-growing DTC brand 👀 Why your Shopify dashboard might be lying about profit The 3 margin numbers every eCommerce founder must understand 💸 How one brand found 8 extra margin points without selling more When to reinvest profit into ads instead of taking it off the table 📈 The hidden inventory mistake that could be trapping six figures of cash in your warehouse 📦 Key timestamps to dive straight in: [05:17] Understanding Sales and Margins Discrepancies [07:56] Managing finances in eCommerce [13:03] Understanding Contribution Margin Basics [16:57] Analyzing industry benchmarks and margins [18:28] Analyzing Profit and Loss Statements [22:46] Managing stock levels and cash flow [24:28] Listen to Dan’s Top Tips! Full episode notes here: https://ecmp.info/609 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

34 min

How &Sons Built an 8-Figure Menswear Brand Through Community

James Cowdale is the co-owner and marketing director at &Sons, a fashion BCorp brand selling vintage style clothing, primarily menswear. Founded in 2016 they now sell via their Shopify site, 2 stores in the UK, and wholesale, doing 8 figures in sale a year. In this episode, James shares how &Sons has grown from an £80 Shopify store into an 8-figure brand by putting community at the heart of the business. He also reveals how the team navigated US tariffs, expanded into new markets, achieved B Corp certification, and why investing in people has been their biggest competitive advantage. Hit PLAY to hear: 👥 How &Sons built an 8-figure brand by creating a thriving customer community 🌎 The smart strategy that helped them replace lost US sales with new international growth 🛍️ Why customer retreats can deliver a bigger ROI than another ad campaign 💬 The simple mindset shift that turns customers into passionate brand advocates 🌱 What it really took for &Sons to become a certified B Corp 🎉 How to turn a major business milestone into a powerful marketing opportunity Key timestamps to dive straight in: [04:37] Choosing Shopify for Online Sales [09:14] Launching Australian Market Website [12:49] Building a Community for Men [16:47] Hosting events for marketing [19:39] Achieving BCorp Certification [22:31] Reflecting on 10 years in business [24:15] Listen to James’s Top Tips! Full episode notes here: https://ecmp.info/608 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

32 min

Building a Purpose-Driven Brand to £15m: How Asket Scaled Without Chasing Trends

Jonatan Ehn is the Chief Commercial Officer at Asket, a fashion brand that doesn’t think of itself as a fashion brand. With the goal to liberate daily life from clutter and excess. Their men’s and womenswear rangers are sold via their Centra website, and stores in Stockholm & London, that also offer repairs and alterations. Founded in 2015, last year they did £15 million in sales. In this episode, Jonatan shares how Asket has built a growing eCommerce business by staying true to its mission. He discusses balancing purpose with profit, navigating a major rebrand, and the performance marketing lessons every online retailer can learn from. Hit PLAY to hear: 🚀 How Asket grew a £15M brand while encouraging customers to buy less 🎯 The biggest lesson from launching a rebrand, new website, and new store all at once 📉 Why your Meta ads can suddenly stop working—and how to turn them around 🧪 The one-change-at-a-time testing strategy that rebuilt Asket's marketing performance 🌱 How to balance purpose and profit without sacrificing business growth 💡 The brand discovery tactics helping Asket win customers in the UK, US, and beyond Key timestamps to dive straight in: [05:36] Independent Swedish clothing brand model [08:15] Balancing business goals and ethics [12:37] Rebranding and closing perception gap [15:31] Updating brand visuals and identity [18:22] Identifying marketing strategy issues [22:38] Focusing on brand discovery strategy [25:19] Listen to Jonatan’s Top Tips! Full episode notes here: https://ecmp.info/607 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

37 min

Calla Shoes’ Winning Formula: SEO, Customer Feedback, and Strategic Partnerships

Jennifer Bailey is the CEO Founder at Calla Shoes, sellers of women's shoes for bunions, wide feet and problem feet. Founded in 2016 they now sell via their Shopify store and are on track for £2million in sales this year. In this episode, Jennifer reveals how Calla Shoes grew from a personal frustration into a £2 million global eCommerce brand. Discover the customer-first mindset, SEO strategy, and partnership approach that helped the business scale to customers in 92 countries while staying laser-focused on solving a real problem. Hit PLAY to hear: 👠 How Calla Shoes grew into a £2M brand by solving one overlooked customer problem 🔍 Why SEO still drives most of their traffic after nearly 10 years in business 📞 The surprising customer research method Jennifer swears by (and it's not AI) 🌍 How a niche footwear brand expanded to 92 countries worldwide 🤝 The partnership strategy that's turning podiatrists into powerful referral partners 💡 How customer feedback directly shaped some of Calla Shoes' best-selling products Key timestamps to dive straight in: [06:15] Embracing constant learning in eCommerce [07:49] Global marketing on a budget [10:09] Searching for wedding shoes with bunions [13:15] Embracing unique needs in footwear [16:43] Listening to customer feedback [20:50] Collaborations with podiatrists and influencers [23:02] Listen to Jennifer’s Top Tips! Full episode notes here: https://ecmp.info/606 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

45 min

WWYD as Head of eCommerce Entering the Preloved Market? Andy Ostcliffe

Andy Ostcliffe is the Chief at Chiefly, where they’re experts on the Charity Retail Sector and pre-loved sales across product categories. Previously Andy co-created and led two of the world’s largest charity online retailers – Oxfam and British Heart Foundation. Andy joins Chloe for a What Would You Do? episode, exploring what today's Head of eCommerce should do if their fashion brand wants to enter the growing pre-loved market. Together, they unpack the operational, commercial, and regulatory challenges, and discuss how brands can build a strategy that works for both customers and the business. Hit PLAY to hear: Why launching a pre-loved store is much harder than it looks 👀 The surprising reason Marks & Spencer chose eBay over building its own resale platform How AI could make fashion resale dramatically more profitable 🤖 The regulations coming for fashion brands—and why you should prepare now What really happens to clothes after you donate them (it's not what most people think) Why live shopping is becoming one of the hottest opportunities in eCommerce 📱 Key timestamps to dive straight in: [04:38] Retailers and preloved fashion trends [06:28] Challenges in retail logistics [09:35] Economic challenges for PLC retailers [13:03] Impact of Secondhand Sales [16:55] UK charity shops and new regulations [21:16] Impact of Online Resale on Charities [23:29] Ghana's role in pre-loved fashion [29:29] Pricing and stock rotation strategies [31:00] Retail strategy for preloved fashion [35:31] Listen to Andy’s Top Tips! Full episode notes here: https://ecmp.info/605 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

31 min

How CULT MIA Scaled 5X by Building a Global Luxury Fashion Marketplace

Holly Daniels is the Head of eCommerce at CULT MIA & a Drapers 30 Under 30 Alumni. CULT MIA is an independent luxury fashion marketplace, showcasing new designers and unique collections, many of which are exclusive on their Shopify website. Founded in 2019 they won Draper's Best Independent Retailer in 2022 AND 2023 and last year were named in the UK Fast Growth Index – not surprising since in the last couple of years they’ve scaled sales 5 times. In this episode, Holly lifts the lid on how CULT MIA scaled 5X while navigating global logistics, international expansion, and the unique challenges of running a luxury fashion marketplace. Expect practical insights on data-driven growth, entering new markets, creating exceptional customer experiences, and using AI where it delivers real business impact. Hit PLAY to hear: 🌍 How CULT MIA uncovered a hidden Middle East growth opportunity through customer data 📈 The surprising strategy that helped the luxury marketplace scale sales 5X 🚚 What most brands get wrong about international expansion and cross-border logistics 🎯 Why launching in the right season can matter more than your ad creative 🤖 Practical AI use cases that save hours and improve eCommerce operations 💡 Holly Daniels' framework for testing new markets without risking your entire budget Key timestamps to dive straight in: [04:22] CULT MIA’s global market reach [08:50] CULT MIA’s brand values and products [12:10] Managing international shipping logistics [13:29] Cross-border operations and sustainability [18:01] Understanding Regional Customer Behavior [20:06] Building trust with new markets [23:07] Using AI for administrative tasks [25:15] Listen to Holly’s Top Tips! Full episode notes here: https://ecmp.info/604 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

33 min

Best-of-Breed vs Consolidation: Choosing the Right eCommerce Tech Stack with Portmeirion’s Ankit Jadav

Ankit Jadav is the Global Head of Digital Operations at Portmeirion Group, home to six unique homeware and fragrance brands with a combined 750 years of trading… including Spode, Portmeirion, Royal Worcester, Nambe, Pimpernel and Wax Lyrical. Turnover is now £110,000,000 of which 10% is DTC. In this episode, Ankit shares how his team manages five DTC brands with just eight people, why they recently consolidated their tech stack, and what he looks for when evaluating new technology. It's a masterclass in building an eCommerce operation that is efficient, scalable, and focused on delivering real ROI. Hit PLAY to hear: 🚀 How one team manages 5 DTC brands with just 8 people 🛠️ The surprising reason the "best" eCommerce tool can hurt your results 📈 Why consolidating your tech stack could unlock faster growth 💰 How to evaluate new software without wasting budget on shiny objects 🎯 The next big tech investment Ankit believes every retailer should consider 🤖 Where AI is actually delivering value in eCommerce (and where it's mostly hype) Key timestamps to dive straight in: [09:36] Implementing and Scaling eCommerce Projects [12:02] Understanding code for collaboration [16:01] Evaluating tech stack consolidation [21:04] Implementing a Customer Data Platform [22:35] Exploring AI for internal use [26:08] Listen to Ankit’s Top Tips! Full episode notes here: https://ecmp.info/603 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy