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

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

33 min

AI Search, Meta Ads, and Lean Operations: The Myrqvist Growth Story

Douglas Holm is the Head of Online at Myrqvist, sellers and designers of quality, classic men’s shoes. Founded in 2016 they now sell online via their Shopify store and 4 stores in Sweden, Norway, New York and London, and a select group of partner stores. Turnover is now at €10 million a year. In this episode, Douglas reveals how Myrqvist has built a lean, high-performing eCommerce operation that punches well above its weight. From AI-driven automation and product data optimisation to international growth and in-house marketing, he shares practical insights for any brand looking to scale smarter. Hit PLAY to hear: 🚀 How Myrqvist built a €10M brand with just 8 people at head office 🤖 The AI automations saving hours every week across customer service and operations 📈 Why improving product data is boosting SEO, AI search, and customer experience at the same time 🔍 How Myrqvist is already winning traffic from ChatGPT and other AI search tools 💡 The simple framework Douglas uses to decide what to automate next 🎯 Why keeping Meta ads in-house gives Myrqvist a major competitive advantage Key timestamps to dive straight in: [06:13] Offering premium-quality shoes affordably [09:37] Leveraging AI to optimize operations [11:36] Improving AI for site search [14:38] Competing with heritage shoe brands [18:41] Exploring AI for product design [22:32] Benefits of in-house content production [24:07] Listen to Douglas’s Top Tips! Full episode notes here: https://ecmp.info/602 --- 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

Scaling Impact: How Elvis & Kresse Turned Waste Into a Thriving Regenerative Brand

Kresse Wesling CBE is the co-founder at Elvis and Kresse, the designers, manufacturers, and sellers of their range of sustainable and ethically produced luxury accessories and homewares. Founded in 2005 to rescue London’s decommissioned fire-hose, they now sell via their Shopify site and wholesale. They donate 50% of their profits to charity – and have donated nearly £500,000 to date, AND saved over 315 tonnes of materials from landfill. Since joining us four years ago, Kresse and her team have taken their mission to a whole new level. In this conversation, she shares how they're building a regenerative business that restores ecosystems, creates new revenue streams, and challenges traditional thinking about growth, sustainability, and long-term success. Hit PLAY to hear: 🌱 How Elvis & Kresse turned a sustainability mission into a regenerative business model 🍷 Why they spent 5 years building a vineyard before earning a single penny from it ♻️ The surprising checklist they use before launching products from new waste streams 🚀 How purpose-driven brands can create growth opportunities competitors miss 📈 Kresse's advice for finding a marketing agency that actually delivers results 💡 Why "a business is just a group of people and a series of decisions" could change how you think about growth forever Key timestamps to dive straight in: [04:06] Sustainability goals on the farm [09:14] Embracing regenerative farming practices [10:48] Criteria for choosing projects [13:46] Concerns about microplastic pollution [16:10] Corporate responsibility and transparency [19:34] Wine production practices and additives [24:07] Struggling with rapid changes [28:28] Listen to Kresse’s Top Tips! Full episode notes here: https://ecmp.info/601 --- 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

44 min

Episode 600: 14 eCommerce Mistakes Revealed with Chloe Thomas

Success stories are easy to find in eCommerce. The mistakes, failures, and expensive lessons? Not so much. To celebrate the 600th episode of the eCommerce MasterPlan Podcast, Chloe Thomas takes a refreshingly honest look at the missteps that have shaped her 20+ years in business and the recurring mistakes she still sees brands making today. In this special solo episode, Chloe shares a mix of industry-wide pitfalls and personal screwups, revealing the lessons hidden inside each one. From costly hiring decisions and inventory challenges to bad advice and overlooked opportunities, every mistake is pulled at random from her infamous bowl of business blunders—making for an entertaining and insightful episode packed with practical takeaways. Hit PLAY to hear: 💸 The hiring mistake that cost Chloe £36,000 — and how to avoid making the same one 📦 Why holding too much inventory could be quietly killing your cash flow 🚫 The surprisingly common reason some brands still turn off their websites (and why it's a terrible idea) 📊 How misunderstanding your margins can wreck your marketing performance 🔄 Why "launching it" is only the beginning — and where most brands go wrong after go-live ⚠️ The 14 costly mistakes Chloe sees eCommerce businesses make again and again after 20+ years in the industry Key timestamps to dive straight in: [05:58] Costly hiring mistake [09:10] Managing cash flow with seasonal sales [11:17] Finding the Right Agency Fit [15:51] Crafting an effective discount strategy [18:11] Understanding and recalculating margins [22:23] Avoiding burnout with balanced work [24:42] Testing newsletter growth strategies [28:23] Evaluating eCommerce Strategies [32:06] Choosing the right product [36:25] Navigating perimenopause and business impact [38:45] Dealing with health challenges in business [40:44] Updating seasonal and automated content Full episode notes here: https://ecmp.info/600 --- 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

38 min

5 Big Wins You Get with an AI Shopping Assistant

Yaël de Keijzer and Anna Atmis are from Doofinder. Doofinder has been helping eCommerce brands improve product discovery and search experiences for over 15 years. Today, more than 10,000 online stores worldwide use the platform to create faster, smarter, and more intuitive shopping experiences through AI-powered technology. In this episode, they break down how AI shopping assistants are changing the eCommerce experience for both brands and customers. From improving product discovery and increasing conversions to uncovering hidden customer insights, this conversation is packed with practical ideas for eCommerce businesses looking to grow smarter with AI. Hit PLAY to hear: 1️⃣ How AI shopping assistants close the eCommerce “finding gap” and recover lost sales 2️⃣ The smarter way to upsell and cross-sell without frustrating customers 3️⃣ How your store can keep selling and answering questions 24/7 4️⃣ Why “no results” searches could reveal your next biggest sales opportunity 5️⃣ How AI shopping data can uncover UX issues, product gaps, and growth opportunities Key timestamps to dive straight in: [05:48] Using AI tools effectively [07:14] Closing the eCommerce Finding Gap [11:14] Optimizing cross-sell strategies [14:08] Using AI to boost sales [18:10] Importance of integrated AI in eCommerce [22:00] AI in everyday shopping [25:01] Finding your ideal customer [26:37] Listen to Yaël and Anna’s Top Tips! [34:02] Episode sponsored by Doofinder. Grab their 15-day trial at Doofinder.com . Full episode notes here: https://ecmp.info/599 Episode sponsored by Doofinder. Grab their 15-day trial at Doofinder.com . --- 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