Retail Done Right

Hosted by Jeff Fisher and Cristene Gonzalez-Wertz

Business News Education

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Episodes

Latest episode

Oct 2026

Language

EN-US

About the show

We’ve entered a new era of retail, the era of the Customer Channel, where Shoppers rule. This requires retailers and brands to be empathetic and supportive of their customers in every way.

Listen to episodes

40 recent

October 7, 2026Episode 336 min

S5 Ep3 | CRAFT with Chris DiTullio

If craft is having a heyday, and the numbers confirm it is, why did the store built to serve makers go bankrupt twice in one year? The craft store died, but the making didn’t. In fact, one of our featured voices in the opener notes that she mourns the loss - delivered by her unprompted. There really wasn't - and still isn’t - anything like it for some guests. We explore this with Chris DiTullio, former Chief Commercial Officer and interim CEO of Joann’s. We explore making, craft, grief and recovery. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

September 23, 2026Episode 234 min

S5 Ep 2 | LOYALTY with Mark Gardiner

Episode 2 of Season 5 argues that Trader Joe’s built the most durable loyalty in American grocery retail by doing the opposite of what every retail loyalty playbook prescribes. Our thesis: they didn’t design a loyalty program. They designed a place that generates belonging. And belonging is what loyalty programs are trying to buy but cannot. Our special guest, Mark Gardiner, author of Build a Brand Like Trader Joe’s , joins us to share insights from the inside on how a brand this strong was built without advertising. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

September 9, 2026Episode 540 min

S5 Ep 1 | DISCOVERY with Dr. Colin Ellard

Guests include Randi Howard, Tim Howard, and Tonya Welker Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

September 9, 20263 min

S5 - Episode - Teaser

The people who shape this approach for both of us are not retail analysts. They are people who talk about store experiences and who feel those emotions quite personally. As Simon Sinek said, people don't buy what you do, they buy why you do it. and I love it, but we take Simon Sinek seriously this season. That's a lot of S's. Every episode begins with the why and works outward because the why is what people actually carry with them long after the episode ends. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

October 30, 2024Episode 742 min

S4 Ep 7 Retail Media, A Conversation with Francisco Larrain

In a follow up to our final Retail Trend, Retail Media Networks, we share a rich conversation with Francisco Larrain, CTO at Topsort , an innovative tech company that enables retailers and marketplaces to quickly launch, scale and intelligently optimize ad businesses with AI-based retail media infrastructure. We couldn’t ask for a better way to follow up on this incredibly relevant topic in the Retail industry today. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

May 7, 202432 min

S4 Ep 6 | Retail Media | The New Frontier

The sixth, and final, episode of our mini-series is titled, Retail Media . We discuss this new frontier. These brand or company-specific networks allow a brand to create media experiences across the customer journey (online and offline) while creating an entirely new high margin revenue stream via advertising. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

March 5, 202431 min

S4 Ep 5 | Talent | Talent Management Requires New Thinking

The fifth episode of our mini-series is titled, Talent . We discuss all things talent and talent management where new thinking is required. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

February 1, 202442 min

S4 Ep4 | The Current State of ESG & Sustainability

Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

January 12, 202423 min

S4 Ep3 | Tech Debt as Business Risk

The third episode of our mini-series is titled, Tech Debt as Business Risk . While it’s called tech debt, it’s really about business strategy - and the ability of the business and the ability of all its systems to respond to customers and changes in the market. Here are a number of articles that provide detailed explanations: Technical Debt Skeletons and Tech Debt: Reclaiming Tech Equity and Tech Transformation in Retail and a personal favorite – an oldie but a goodie on explaining tech debt: Retail’s technical debt comes due Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!

December 30, 202336 min

S4 Ep 2 | New Supplies, New Demands

This is another trend we saw come up through the WARDLEY maps. Supply chains came to the breaking point during the pandemic but they were stressed beforehand. As complexity increased - distance, currencies, intermediaries - new ways of working, rapid changes in communications modes. The systems designed to run “lights out” were completely opaque which made understanding, and then changing them very difficult. And it impacted everyone buying and selling goods in some fashion. Send us Fan Mail RETAIL DONE RIGHT is produced by Jeff Fisher & Cristene Gonzalez-Wertz Email Jeff at jeff@retaildoneright.net and connect on LinkedIn here Email Cristene at cristene@retaildoneright.net and connect on LinkedIn here Follow us on Instagram @retaildoneright Tweet us @RetailD0neRight Michael Cooke is our brilliant sound engineer and editor Jade Siriswad composed our theme music Let's go shopping!