RetailCraft - digital retail, ecommerce and brands - Retail Podcast

Hosted by Ian Jindal

Business ManagementInterviews guests

Website RSS feed LinkedIn

Episodes

Latest episode

Feb 2026

Language

About the show

Multichannel retail, ecommerce and digital business - interviews, analysis and discussion with Ian Jindal and InternetRetailing

Listen to episodes

60 recent

February 28, 2026Episode 6244 min

RetailCraft 62: "Full Circle: - in conversation with Lucie McLeod of Hair Syrup

This episode is for founders, brand builders, and retail leaders interested in how a genuinely accidental business becomes a credible, structured consumer brand. Lucie McLeod started Hair Syrup in her parents' conservatory while at university, posted one TikTok video that hit 600,000 views, and built from there — without a business plan, without investment, and without a roadmap. However this is no tale of luck, or a hapless fortune. To listen to Lucie it's clear that the brain, drive and character were ready for the tasks, the test and the chance to build her business. Cometh the hour, cometh the leader.Ian Jindal chats with Lucie about what it actually takes to grow a DTC brand through social, how to respond to a very public rejection on Dragon's Den and turn it into a marketing moment, and where Hair Syrup is heading as it moves from a single hero product into a full wash-day brand with retail distribution through Boots.Key themesAccidental origin, deliberate growth: Hair Syrup started as a personal solution to Lucie's own scalp problems, formulated using academic research and natural ingredients she sourced from health food shops. The first TikTok video was not a launch strategy. It was a genuine personal post that went viral from a standing start. The business followed the demand, not the other way around.Problem-led product development: Every product in the range maps to a specific, common hair or scalp problem — length, grease, breakage, dandruff. This was not a range strategy imposed from above; it was Lucie solving her own problems and extending outward. When she eventually worked with a chemist, he told her the formulas she had developed independently were already production-ready.Community over clinical claims: Hair Syrup has clinical efficacy data and dermatologist testing, but its primary marketing tool is customer before-and-after photos. Lucie is explicit that she dislikes prescriptive beauty content and avoids invalidating individual experiences. The community is built on openness and expectation management, not on performance guarantees.Dragon's Den as a marketing asset: Hair Syrup appeared on Dragon's Den in summer 2024, received six rejections, and then turned the episode's broadcast in January 2025 into one of the most-discussed brand moments of the year. The team trolled the dragons back on TikTok with memes — the sad hamster among them — generating 24 million profile views in under 48 hours and 100,000 new followers. The Sunday Times named Lucie Young Founder of the Year shortly after. The lesson she draws is blunt: you cannot engineer this. It worked because it was authentic.The hidden operation: The public face of Hair Syrup is Lucie on TikTok — informal, funny, behind-the-scenes. The private face is an SLT with experienced heads of sales, finance, and logistics, an in-house 3PL, and chemists with serious CVs. Most of their audience has no idea the latter exists. Lucie considers this balance a strength.Brand building beyond the hero product: Hair Syrup launched in Boots in late 2024. The NPD pipeline is structured around extending the brand's core peppermint oil product into a full wash-day system — shampoo, conditioner, scalp serum — all sharing the same scent, colour scheme, and purpose. Leave-in oils have not landed as hoped and are being rethought. The direction is deliberate specialisation rather than category sprawl.⠀What you'll learnWhy solving a genuine personal problem is still one of the most defensible starting points for a consumer brand.How to build a community that stays loyal even when the product does not work for everyone.What a rejection on Dragon's Den can teach you about the gap between conventional investment logic and TikTok-native brand value.How to structure a post-crisis response for a team that is depending on you, when you are not sure yourself what comes next.How to maintain creative authenticity and brand character while building a grown-up operational structure behind the scenes.Why gut instinct and structured decision-making are not opposites — and how to use both at the same time.⠀Chapter structureIntroduction — Who Lucie is, Hair Syrup's age and origin, and what the brand stands for todayThe accidental start — A personal hair problem, lockdown, a viral TikTok from a standing start, and the slow realisation that this could be a businessFormulation and early product range — Research, chemistry, working with a professional chemist, and extending the range along problem linesBrand positioning — Accessible, inclusive, mid-market, solution-driven, and community-centredDragon's Den — Six rejections, the edit, what it felt like, the conversation with the team, and the decision to turn it aroundThe TikTok counter-offensive — Trolling the dragons, the sad hamster meme, the BBC's reaction, 24 million views in 48 hoursStructure and scale — What Hair Syrup actually looks like behind the TikTok page, and the role of a senior leadership team the audience never sees2026 and beyond — Boots, NPD, the wash-day range, international ambitions, and staying open to where the brand might go⠀About the guestLucie McLeod is the founder and CEO of Hair Syrup, a UK haircare brand she started at 21 while studying at the University of Warwick, where she graduated with a first. She began by hand-making pre-wash hair oils in her parents' conservatory and built the brand through TikTok before establishing a wider social and retail presence. Hair Syrup now sells through Boots as well as direct-to-consumer, runs an in-house 3PL operation, and has a senior team spanning sales, finance, logistics, and product development. She was named Sunday Times Young Founder of the Year following the brand's Dragon's Den appearance in early 2025, in which she received six rejections and subsequently turned the episode into a widely covered brand marketing moment.Quotes"I was ignoring all of the signs. I had people saying, you could sell me this, and I think if I was an entrepreneur, my business brain would have thought, right, I'll take 20 quid, let's do it.""The moral of the story is make the best of a bad situation. The moral is not: try and do really badly so you can redeem yourself.""Behind the curtain, it's a really serious operation — with a lot of extremely skilled people dealing with distributors, international expansion, NPD, chemists with impressive CVs. And people just have no idea.""I wonder if I didn't have a team, if I was doing this by myself — might I have given up?""I don't like the idea that brands ever have to be pigeonholed. As long as you're open, honest, transparent and reactive, you can enjoy the ebbs and flows."-- Run time: 44 minutesINFORMATION:[ 🖥️ ]Hair Syrup - https://www.hairsyrup.co.uk/[ 👨‍👧 ]Lucie McLeod: https://www.linkedin.com/in/lucie-macleod-775a60159/Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

January 31, 2026Episode 6133 min

RetailCraft 61: "Open Doors" - in conversation with Shannon Osman of Footasylum

This episode is for retail operators who believe that the store estate is an asset, and that the people running it are the brand. Ian Jindal chat with Shannon Osman, Head of Retail at Footasylum, who has built her career from shop floor to leadership and brings a practitioner's clarity to questions that often get buried in strategy decks: how do you actually recruit, retain and develop a predominantly Gen Z workforce at scale? The conversation covers Footasylum's distinctive hiring model, its social-first content machine, the Locked In franchise, and a franchise expansion into the Middle East — all through the lens of a retailer that has won Retail Employer of the Year while opening stores, not closing them.Key themesRethinking recruitment from first principles: Footasylum scrapped the CV-led process and replaced it with group in-store interviews. No CV submission, just availability, knockout questions, and a live group exercise. The best candidate on the day gets the job, eliminating unconscious bias and filtering for exactly the communication skills the role demands.Retention as proof of concept: Staff turnover dropped from 107% to 75% after the new recruitment model was introduced. Seasonal hires - historically the hardest to retain - are now routinely offered permanent roles at the end of peak. The data follows the culture, not the other way around.Progression without a title change: Shannon is direct that promotion is not the only form of progression. Recommending a book, setting personal goals alongside professional ones, giving people a voice in operational decisions - these are the mechanisms Footasylum uses to keep people invested. The goal-setting process (two work goals, one personal) runs from February, reviewed quarterly, owned by the individual.Communication at scale: With almost 70 stores and around 1,300 staff, Footasylum adopted Zipline as its internal communications platform - chosen because it looks and behaves like social media. Execution and readership rates are tracked, but the rationale was engagement, not surveillance. The platform was used to run a company-wide vote for Store Manager of the Year, generating 1,300 responses.Social as a commercial engine: 1.2 billion organic views across social media last year, up 35% year-on-year. Footasylum sits in the top 5% of TikTok users globally, alongside the BBC and Sky Sports. Its Locked In series - influencers and content creators in a house format, competing and generating content — drives 200,000 additional app downloads per run and feeds directly into in-store footfall and on-site conversion.Middle East expansion via franchise: Footasylum has signed a franchise agreement to enter the Gulf region. Shannon visited the Mall of Emirates, Mall of Dubai and Dubai Hills ahead of the announcement. The market's appetite for elevated retail experience - and the presence of a significant UK expat base - makes it a credible fit for the brand's positioning, which sits above the mass market without claiming luxury.⠀What you'll learnWhy removing CVs from the hiring process can improve both the quality of hire and long-term retention and how to structure a group interview that actually tests for the right things.How to build a communication infrastructure that reaches every layer of a large store estate, not just the management tier.What "progression" looks like when you can't always offer a title or a salary uplift and why that matters for a Gen Z workforce.How a content-first social strategy translates directly into measurable commercial outcomes: app downloads, footfall, and omnichannel conversion.How to approach franchise expansion into a culturally distinct market while preserving brand DNA and why the right partner matters more than the right playbook.Why listening to store managers is not just good culture but good operations: some of Footasylum's most efficient decisions in the last 18 months have come from the shop floor up.⠀Chapter structureIntroduction — Who Footasylum is, its 20-year history, near-70 store estate, and core Gen Z/Alpha consumerThe store in 2025 — Why physical retail still matters, and what it means to have Gen Z staff serving Gen Z customersRethinking recruitment — The CV-free group interview model and the results it has producedGrowth and expansion — New UK stores (including Merthyr Tydfil), and the Middle East franchise dealRetention and culture — Retail Employer of the Year, goal-setting, and the meaning of progressionCommunication at scale — Zipline, why it works, and how it changes the relationship between head office and the shop floorLocked In and the social engine — The Locked In series, 1.2bn organic views, and the omnichannel flywheelShannon's own journey — From football coaching in the US to Head of Retail; the constants that haven't changed; what's on the learning list for 2026⠀About the guestShannon Osman is Head of Retail at Footasylum, the UK apparel, footwear and accessories retailer with almost 70 stores and a Gen Z–first positioning. She has spent the majority of her career in store-based retail, moving through the operational ranks to a leadership role with P&L responsibility for the entire physical estate. Since joining the role, she has overhauled Footasylum's recruitment model, introduced a scaled communications platform, and helped lead the business to Retail Employer of the Year 2025. She is also part of the team driving Footasylum's first international franchise expansion into the Middle East.Quotes"The staff members on the shop floor are the most vital employees in the business. They are what represents you as a company — that's the face-to-face interaction your customers are having, ultimately.""Our staff retention has gone from 107% down to 75%. We are retaining people now because the people we're employing want to stay with us.""Anybody can open a door for you. It's up to you to walk through it.""Everyone thinks progression is going for the next job title. Progression is reading a book your line manager sent you that you never even knew existed.""Every single mall I entered just felt like Footasylum should be there." — Shannon Osman, on her first visit to Dubai and Abu Dhabi-- Run time: 35 minutesINFORMATION:[ 🖥️ ]Footasylum - https://www.footasylum.com/[ 👨‍👧 ]Shannon Osman: https://www.linkedin.com/in/shannon-osman-84bbb2260/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

November 2, 2025Episode 6037 min

RetailCraft 60: "Win, Win, Win" - in conversation with Florian Clemens of Tesco Media

Tesco Media's Director Strategy, Proposition & Measurement, Florian Clemens, explains how a focus on win-win-win outcomes (value for shopper, advertiser, and retailer) guides the strategy for Tesco's retail media business. The discussion centres on measurement, omnichannel innovation, the legacy of Clubcard data, and Tesco's position as a market maker in UK retail. Practical examples highlight transparent loyalty incentives, creative brand partnerships, and the challenge of delivering differentiation on a large scale. The conversation closes with what's next for Tesco: building truly omnichannel, science-driven media and exploring the real-world impact of AI on habits and shopping behaviour. Points of Note on Tesco Media •Tesco holds 28% of UK supermarket sales, reaches nearly every UK household, and operates at a scale matched by few retailers. •Clubcard's integration with Dunnhumby's data science powers Clubcard Challenges; over 80% of in-store revenue is attributed to identified shoppers. •Tesco Media runs as an internal joint team: Tesco, Dunnhumby, and external talent. •More than 25 ad products: coupons, search, store screens, Clubcard Challenges - designed for relevance, transparency, and incremental value. Key Quotes "This win-win-win needs to be right for the shopper, right for the advertiser, and right for the retailer. That just takes longer to figure out, but it's what we're building"“Clubcard changed the face of British retail… suddenly it was about data-driven engagement.”“It’s only a real win if it’s truly better for people. I don’t think we’ve seen that at scale - yet.” “If I started making a list of all our sources of inventory, turning delivery vans into ad products would have been number 35… but being a UK-focused decision maker lets us try it if it feels right.” “With Clubcard Challenges, customers choose which brands to engage more deeply with, and advertisers only pay if people convert - a transparent, zero-risk proposition.” “Tier-one platforms can build direct relationships. Further down the list, you have to aggregate for economic reasons - otherwise agencies simply don’t have the bandwidth.” Episode Running Order • 00:00 — Introductions, context, Tesco’s leading market position • 01:00 — Tesco Media’s joint strategy, scale, and data science • 04:00 — Clubcard’s legacy and retail media’s evolution • 07:00 — Team structure: Tesco, Dunnhumby, and new hires • 09:00 — The win-win-win foundation; Clubcard Challenges as example • 12:00 — Differentiating Tesco Media from a decade of programmatic and performance marketing • 17:00 — Brand partnerships: creative campaigns (Christmas grottos, branded vans) • 20:00 — Complexity in omnichannel: 25+ ad products, need for self-optimisation • 23:00 — Future vision: scientific omnichannel planning and implementing AI in commerce • 29:00 — Price sensitivity, habit, and the real test for AI and automation • 34:00 — Closing thoughts, next steps, and invitation for a return discussion on AI -- Run time: 38 minutesINFORMATION:[ 🖥️ ]Tesco Media - https://www.dunnhumby.com/tesco-media-insight-platform/ [ 👨‍👧 ]Florian Clemens: https://www.linkedin.com/in/florianclemens/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

November 2, 2025Episode 5939 min

RetailCraft 59: "Spreading Positive Energy" - Shani Higgs of PerfectTed

This episode examines how PerfectTed has introduced ceremonial-grade matcha to the mainstream UK market, covering product origins, retail strategy, lessons from Dragon's Den, and building a challenger brand in the FMCG sector. The conversation touches on the history of matcha, the reality of category management, and making niche products accessible to a wide consumer audience. PerfectTed (www.perfectted.com) Sold in major retailers including Tesco, Sainsbury’s, Holland & Barrett, Planet Organic, and Ocado.Stocked nationally in coffee chains: Joe & the Juice, Black Sheep Coffee, and Café Nero.Product range covers organic, ceremonial-grade matcha powders and sparkling matcha energy drinks (with three flavours, including Great Taste award winner).Sourced from single-origin growers in Japan, using young, shade-grown leaves.Every batch is handpicked, stone-ground, vegan, gluten-free, organic, and non-GMO, with 68mg caffeine per serving.The brand was featured on Dragon's Den in 2022, receiving investment offers from all five Dragons and accepting Steven Bartlett’s offer. Full episode on YouTube (https://www.youtube.com/watch?v=Wpwc1GqehZU) and Stephen Bartlett's follow up video (https://www.youtube.com/watch?v=DCcDNArBASw).Co-founder Marisa brought her personal focus on ADHD and anxiety to the energy drink formula, aiming for clean energy without jitters or crashes.Episode Topics & Timestamps 00:00—Opening00:59—Introduction to Shani, her career move, and the PerfectTed mission02:34—History and basics of matcha; ceremonial vs. lower grades05:00—PerfectTed’s retail and coffee chain distribution08:30—Sales career progression and negotiation insight11:00—Dragon’s Den: pitch day and investment outcome12:30—Post-Dragon’s Den impact and rapid growth15:30—Brand identity, consumer niche, and quality promise16:30—Retail trading, innovation, and working with buyers18:00—Consumer education, Instagram trends, and matcha recipes22:00—Product range, taste profiles, and development stories23:30—Purpose, clean energy, and values-driven marketing24:30—Closing thoughtsKey Quotes "Our mission is spreading positive energy through matcha products.""Ceremonial grade is the first flush—the youngest leaves. You get that vibrant green and a sweet umami flavour rather than a bitter, grassy taste.""You always have to prioritize quality. We focus on 100% pure ceremonial-grade matcha because if you have a bad experience, you won't come back.""Dragon's Den was 90 minutes of filming that became 14 minutes of air time. We received all five investor offers and accepted Steven Bartlett's investment.""You won't be liked by everyone. What makes you special is your niche.""Matcha is like coffee—you can have a bad experience, or you can find a quality source and come back forever." -- Run time: 39 minutesINFORMATION:[ 🖥️ ]PerfectTed's website - www.perfectted.com [ 👨‍👧 ]Shani Higgs: https://www.linkedin.com/in/shanihiggs/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

June 30, 2025Episode 5818 min

RetailCraft 58: "Share of stomach" - Timo Boldt of Gousto

In this short, sharp RetailCraft conversation, Ian Jindal chats with Timo Boldt, founder and Chief Executive of recipe-box innovator Gousto, to explore how a self-proclaimed “data company that loves food” is reshaping dinner for millions of UK households. In 20 minutes they unpack Gousto’s 13-year journey from kitchen table idea to profitable £308 million enterprise, its foray into B2B software via the Bento subscription platform, and Boldt’s ambition to raise Gousto’s UK “share of stomach” from 0.2 percent to 1 percent1. Listeners will enjoy candid reflections on everything from Netherlands expansion and AI-driven menu personalisation to the zen of walking factory floors at 5am. Episode Summary Gousto’s path has tracked—with uncanny timing—every macro-cycle in ecommerce food: mobile adoption, pandemic surges, funding booms and busts, quick-commerce exuberance, and the current shift from growth at all costs to durable profitability. Boldt explains why Gousto remains “deeply profitable” while many peers falter, how its eco-design “Eco-Chill” packaging saves 23 percent CO₂ per meal, and why he believes Bento can do for physical-goods subscriptions what Shopify did for storefronts. At the heart of the episode is the tension every modern retailer navigates: providing limitless personalisation while operating a ruthlessly disciplined supply chain. Gousto’s answer is a vertically integrated tech stack, four automated fulfilment centres, and predictive algorithms that cut food waste, hold gross margins above 53 percent, and power a menu now exceeding 200 recipes per week. We also chat about Timo’s personal journey: leaving a hedge-fund VP role at 26, moving into student housing to save cash, running early routes himself, and leaning on “learn-a-holic” instincts to conquer operations, funding, B-Corp certification and, most recently, AI. About the Guest Timo Boldt Founder & CEO, Gousto (2012–present) — certified B Corp meal-kit pioneer valued at over £1 billion in 2020, now refocused on profitability and mainstream mass-market expansion. EY UK Entrepreneur of the Year 2022, World Entrepreneur Class of 2023. Member, Unilever Digital Advisory Board. Executive MBA, Cambridge Judge Business School; undergraduate training in statistics fuels his obsession with data-driven iteration. Key Topics & Timestamps 00:00 – Cold-open & scene-setting Recording in a “glass atrium” at Retail X; quick intro to Gousto and its 13-year trajectory 03:00 – Market purpose & climate math The 40 percent food-waste statistic and Gousto’s mission to remove hassle, guilt and CO₂ from dinner 05:00 – Growth vectors & 1 billion-meal TAM Boldt’s “share of stomach” framing; path from 5 recipes a week to 200; next-day delivery at £3.20 per portion 08:00 – Personalisation at scale Custom menus, 10-minute recipes, Wagamama tie-ins, protein-heavy “XL” range for hungry teens 11:00 – Founder back-story From Rothschild analyst to food-box evangelist; giving up salary for three years; California culinary inspiration 13:00 – Ireland launch & localisation learnings Seven weeks in market; podcast discovery channel; “zero-to-one” done, now “one-to-100” scaling 14:30 – Bento SaaS platform Packaging 13-years of tech for external merchants selling physical-goods subscriptions—beauty, liquor, pet food 16:00 – AI, automation & factory tours Four fulfilment sites, 80 million dinners per site per year; invitation to Ian for a 05:00 walkthrough 17:30 – International options Cultural hurdles in Germany (“dinner bread”), promise in Scandinavia, Netherlands and Australia 18:45 – Subscription advice for brands “Developer-to-domain ratio” heuristic; outsource generic infrastructure, focus resources on differentiated CX 20:00 – Future vision (next 10 years) Raising share of stomach, household-level nutrition kits, more plant-forward range, and fully recyclable packaging 22:00 – Favourite recipe & wrap-up Boldt’s vegetarian obsession, 10-minute meals, spice pre-portions, and the joy of never buying mystery jars again. Quotes “Our share of stomach is 0.2 percent—a drop in the ocean. Getting to 1 percent feels eminently possible if we obsess over value for money.” “Forty percent of UK food is binned. Every Gousto box saves 7 kilograms of CO₂ compared with supermarket dinners.” “Quick commerce is gone. We’re sitting on a £400 million business, deeply profitable and cash generative.” “Developer-to-domain ratio matters: don’t burn engineers on generic subscription plumbing—buy it off the shelf.” “I view Gousto as a data company that loves food.” “The pace of change will never again be this slow; it only accelerates from here.” -- Run time: 20 minutes INFORMATION: [ 🖥️ ] Gousto's website - www.gousto.co.uk Gousto on Linkedin: https://www.linkedin.com/company/gousto/ [ 👨‍👧 ] Timo Boldt: https://www.linkedin.com/in/timo-boldt/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

May 26, 2025Episode 5741 min

RetailCraft 57: "1300 entrepreneurs" - in conversation with Oskar Jacobsson, Director Customer Solutions, ICA Gruppen

What happens when one of the Nordics’ largest grocery retailers empowers 1,300 local entrepreneurs under a single national brand? In this episode, Ian Jindal chats with Oskar Jakobsson, Director of Customer Solutions at ICA Gruppen, to explore the unique federated model in Swedish grocery retail. Oskar shares how ICA balances entrepreneurial autonomy with digital innovation, discusses the challenges of unifying customer experience across diverse store formats, and reflects on the accelerating pace of change in retail technology. The conversation ranges from handwritten signs and local flavour to AI-driven personalisation, the future of agentic shopping, and the enduring joy of simply strolling through great stores. About the Guest Oskar Jakobsson is Director of Customer Solutions at ICA Gruppen, where he leads a team of nearly 200 colleagues responsible for all digital customer-facing touchpoints. With over 20 years’ experience in retail, spanning SaaS suppliers, H&M, and Sweden’s alcohol monopoly, Oskar brings deep expertise in digital transformation, customer experience, and the art of retail. Key Topics & Timestamps 00:00 – Welcome & Introduction Oskar’s retail journey, passion for the industry, and why he loves just being in stores. 03:00 – ICA’s Unique Model: 1,300 Entrepreneurs How ICA’s structure empowers local ownership, creates lively, differentiated stores, and fosters community connection. 08:00 – Store Formats & Family Businesses The four ICA formats, from small convenience stores to hypermarkets, and the generational, entrepreneurial spirit behind them. 10:00 – Digital Customer Experience at Scale Oskar’s role in orchestrating all digital touchpoints, from apps to in-store tech, and the challenge of aligning with retailer-facing systems. 13:00 – Defining “Best Customer Experience” How ICA uses surveys, A/B testing, and constant feedback to keep the customer at the centre of every digital and in-store decision. 15:00 – The Complexity of Grocery Shopping Journeys Why food retail is uniquely challenging, and how ICA leverages data for relevance and personalisation. 17:00 – Retail Media, Promotions & Data The balance between central campaigns and local autonomy, and how ICA navigates data sharing and privacy in a federated model. 20:00 – The Pace of Change & Flexible Architecture Reflections on the rapid acceleration of retail tech, the need for adaptable IT infrastructure, and lessons from past digital transformations. 25:00 – AI, Agents & The Future of Grocery Oskar’s take on the coming wave of agentic shopping, the importance of brand trust, and how AI will reshape both online and in-store experiences. 31:00 – AI in Practice at ICA From classic analytics to generative AI and Microsoft Copilot, ICA is using AI for efficiency, decision support, and behind-the-scenes innovation. 34:00 – Advice for Retail Technologists Oskar’s career lessons: prioritisation, embracing change, and the value of curiosity and continuous learning. 39:00 – Getting Re-energised by Great Retail Why Oskar strolls malls for inspiration, and the importance of reconnecting with what makes retail exciting. 40:00 – What’s Next: Strategy & Direction The excitement of strategic planning, aligning teams, and setting direction for ICA’s future. Standout Quotes “ICA isn’t a chain. It’s almost 1,300 separate retailers… Each store is genuinely their own store, adapting to their local customer and community.” “You always need to prioritize. You will never be able to do everything. It takes a while before you realize that.” “If you have a monolith you can’t change, you need an integration layer that is flexible. Tech isn’t the problem-it’s prioritizing investment.” “The pace of change will never be as slow as it is today. It will only be quicker.” “Retail is a hobby. I’m fortunate enough to work with my hobby.” -- Run time: 38 minutes INFORMATION: [ 🖥️ ] ICA Gruppen's website - https://www.icagruppen.se/ ICA on Linkedin: https://www.linkedin.com/company/ica/ [ 👨‍👧 ] Oskar Jacobsson: https://www.linkedin.com/in/oskar-jakobsson-0b052810/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

April 21, 2025Episode 5634 min

RetailCraft 56: "Let it Bloom" - in conversation with Philipp Andree, Chief Commercial Officer at Douglas

What does it take to be the number one premium beauty retailer both online and in-store across 22 countries? In this episode, Ian Jindal welcomes Philipp Andree, Chief Commercial Officer at Douglas Group, to explore how the company blends heritage and innovation in the fast-evolving beauty sector. Philipp shares how Douglas is redefining omnichannel retail, leveraging AI to enhance the customer experience, and transforming its supply chain for efficiency and scale. The conversation covers everything from Gen Z beauty trends to warehouse optimisation and the “Let it Bloom” strategy for future growth. Whether you’re fascinated by retail tech, operational excellence, or the art of customer engagement, this episode offers a rare inside look at a European retail powerhouse. About the Guest Philipp Andree is the Chief Commercial Officer at Douglas Group, number one omnichannel premium beauty destination in Europe. With a background in engineering, marketing, and digital transformation, Philipp brings a unique perspective to the intersection of tech, commerce, and customer experience. Key Topics & Timestamps 00:00 – Welcome & Introduction Ian introduces Douglas and guest Philipp Andree, setting the stage for a deep dive into European beauty retail. 02:00 – Douglas’s Unique Market Position Philipp explains Douglas’s leadership in premium beauty, its rare dual dominance online and offline, and its focus on experience. 04:00 – Understanding the Douglas Customer Discussion of customer segmentation, the rise of Gen Z, and the broad appeal of beauty across ages and genders. 08:00 – Balancing Scale and Specialism How Douglas maintains expertise and curation while operating at scale, and the importance of standing for premium beauty. 11:00 – Philipp’s Career Journey From engineering to marketing, consultancy, and digital leadership, Philipp shares his path to CCO. 14:00 – Omnichannel Evolution The shift from digital as a silo to a fully integrated, customer-first omnichannel ecosystem. 16:00 – The Role of AI in Beauty Retail Why AI is a tool, not a goal; how Douglas uses AI for skin analysis and the development of a beauty advisor chatbot. 19:00 – Training AI with Human Expertise Philipp describes using in-store beauty advisors to train AI, ensuring recommendations feel authentic and trustworthy. 24:00 – Supply Chain Transformation The move to “One Warehouse All Channels” (OWAC), reducing inventory and increasing efficiency across 22 countries. 29:00 – The ‘Let it Bloom’ Strategy Douglas’s four-pillar growth plan: brand leadership, best selection, omnichannel excellence, and operational efficiency. 30:00 – Store Expansion and Refurbishment Opening 200 new stores, refurbishing 400, and the impact on customer experience and loyalty. 32:00 – Standardization and Tech Across Borders The challenge of unifying systems and processes across a multinational footprint. 33:00 – Closing Reflections Ian and Philipp reflect on Douglas’s blend of 200 years of heritage with cutting-edge innovation. Standout Quotes “We are number one, both in-store and online, which is pretty rare.” “Our customer base spans from Gen Z to Boomers—beauty is for everyone.” “AI is a tool, not the goal. We always start with the customer.” “Let it Bloom: it’s about being the number one premium brand, the best selection, omnichannel, and efficiency.” -- Run time: 38 minutes INFORMATION: [ 🖥️ ] Douglas' German e-commerce site - www.douglas.de Douglas Group's corporate site: https://douglas.group/ The "Let it Bloom" strategy (https://douglas.group/en/about-us/strategy) [ 👨‍👧 ] Philipp Andree: https://www.linkedin.com/in/philipp-andr%C3%A9e-47b681253/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

April 6, 2025Episode 5528 min

RetailCraft 55: "Clean Lines" - in conversation with Giovanni Lepori, Rothy's VP Global Retail

Clean Lines: Sustainable Innovation and Retail Evolution with Rothy's VP Global Retail In this episode of RetailCraft, Ian Jindal speaks with Giovanni Lepori, Vice President of Global Retail at Rothy’s, from the brand’s flagship store in New York. Giovanni shares how Rothy’s has revolutionized footwear manufacturing with 3D knitting technology, built a sustainable and scalable business model, and expanded into physical retail while staying true to its clean design ethos. The conversation explores themes of circularity, disciplined growth, and the challenges of scaling a direct-to-consumer brand globally. Episode Overview Rothy’s Origins and Revolutionary Manufacturing Giovanni recounts how Rothy’s founders developed their groundbreaking 3D knitting technology to create zero-waste shoes made from recycled materials. He highlights the challenges of scaling production and the importance of owning their factory in China to ensure quality and sustainability. Clean Lines and Circular Design The brand’s aesthetic—distilled simplicity with clean lines—is paired with a commitment to circularity. Giovanni discusses Rothy’s zero-waste factory, pilot programs for recycling worn shoes, and the durability that makes its products “last forever.” Transitioning from Online to Offline Giovanni explains how Rothy’s began as a direct-to-consumer brand before experimenting with physical retail. The first store in Pacific Heights was an instant success, leading to a deliberate rollout of premium stores like the Flatiron flagship in New York. Challenges in Scaling Retail From inventory management to maintaining brand values in wholesale partnerships, Giovanni reflects on the complexities of omnichannel retail. He emphasizes disciplined growth and ensuring profitability in every location. Looking Ahead: Global Expansion Giovanni outlines plans for international growth, including standalone stores in London and beyond. He also highlights product innovation, new categories like menswear and kids’ shoes, and the ongoing evolution of sustainable materials. Chapter Times and Titles [00:00:00] "Welcome to New York" Introduction to Giovanni Lepori and his role at Rothy’s. [00:01:00] "A Revolutionary Idea" How Rothy’s transformed footwear manufacturing with 3D knitting technology. [00:06:00] "We Make Every Shoe We Sell" The importance of owning the production process for quality and sustainability. [00:07:30] "Clean Lines" Rothy’s signature aesthetic paired with circular design principles. [00:14:30] "The Holy Shit Moment" The move from online-only to retail and the power of in-store experiences. [00:18:30] "Expanding Globally" Plans for international growth, including London and beyond. [00:20:15] "Retail Challenges" Overcoming obstacles in omnichannel integration and scaling responsibly. [00:24:30] "Looking Ahead to 2025" Rothy’s focus on disciplined growth, new categories, and global expansion. -- Run time: 29 minutes INFORMATION: [ 🖥️ ] Rothy's - www.rothys.com [ 👨‍👧 ] Giovanni Lepori: https://www.linkedin.com/in/giovannilepori/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

March 2, 2025Episode 5436 min

RetailCraft 54: "You just go faster" - in conversation with Joel Natale, Chief Commercial Officer, Rapha

You Just Go Faster: Cycling, Community and Commerce with Rapha's CCO This episode of RetailCraft takes us inside premium cycling brand Rapha, our host Ian Jindal chats with Joel Natale, Chief Commercial Officer, at Rapha's London headquarters. Their conversation explores how this 20-year-old brand transformed cycling culture, built a powerful community, and continues to balance premium positioning with growth. [00:00:00] Introduction to Rapha and Joel's Role [00:01:00] "Changed The Sport": Rapha's Market Impact [00:06:52] "More Than Just Shops": The Clubhouse Concept [00:11:16] "Suffering Together": The Community Philosophy [00:15:50] "The Rapha Cycling Club": 10 Years of RCC Membership [00:18:23] "Product Longevity": Sustainability and Repairs [00:23:57] "I Won't Be A Lifer": Joel's Cycling Industry Journey [00:27:19] "Incredibly Lucky": From Brompton to Rapha [00:30:37] "A Relentless Desire to Understand the Customer": Brand Leadership [00:34:27] "You Just Go Faster": Rapha's Future Direction Rapha's Origins and Market Position Joel introduces Rapha as a 20-year-old cycling brand founded by Simon Mottram in 2004 that "really changed the sport" and how people engage with cycling. Rapha entered a market divided between established performance brands and cheaper, poorly fitting products, with Mottram's vision to create "a more discerning and thoughtful product brand" engaged with cycling culture. Rapha revolutionized the industry with its bold pricing strategy, setting retail prices approximately three times the market average. This approach initially shocked consumers but transformed industry standards, with other brands taking nearly five years to realize they could also aim for premium price points. Though the brand has expanded its range to serve diverse cyclists across price points and terrains, Rapha remains firmly positioned as a premium brand sitting "top halfway to the top" of the market. Clubhouses: More Than Just Shops One of Rapha's most distinctive innovations has been its clubhouses. These aren't simply retail spaces but community hubs where cyclists engage with the brand and each other. When Rapha introduced this concept around 2010-2012, cycling-focused cafés where riders could bring their bikes inside was revolutionary. The clubhouses serve multiple purposes beyond retail. As Joel explains, "On a Sunday afternoon, you give people a space to watch races. On a Wednesday morning, you give them a space to go after they've trained." This community-building approach reflects Rapha's broader mission to grow the sport rather than just sell products. Rapha strategically locates its clubhouses in major global cities and "culturally important cycling locations" such as Mallorca and Boulder, Colorado—choices that might not be obvious from pure data analysis but make sense for a brand deeply connected to cycling culture. The Rapha Cycling Club (RCC) The Rapha Cycling Club celebrates its 10th anniversary in 2024. Unlike conventional loyalty programs focused on discounts, RCC was built around creating an actual cycling club where "people might meet and ride together, race together." RCC offers tangible benefits including half-price coffee at clubhouses, organized rides, bike hire, and access to exclusive club kit at more accessible price points. While Joel acknowledges that the club "peaked in COVID" and needs reinvigoration, he emphasizes that for many members—especially those living near clubhouses—the benefits and community connections remain valuable. Sustainability and Product Longevity Cycling inherently offers sustainability advantages as an environmentally friendly transportation option. Rapha's focus on high-quality products naturally aligns with sustainability principles, with Joel mentioning he still owns and uses a Rapha jersey from 2008—illustrating the brand's commitment to durability. The company maintains repair services in the US, UK, and Europe, reflecting its commitment to product longevity. Beyond repairs, Rapha has expanded its sustainability efforts to include carbon emissions management and increased use of "environmentally preferred materials," while acknowledging the challenges specific to cycling apparel, which often uses multiple materials for performance requirements. Industry Passion and Future Direction Joel's career has been entirely within the cycling industry, beginning part-time at Evans Cycles while at university before joining their purchasing department after graduation. Despite initially thinking "I won't be a lifer," he's remained in the cycling business for 20 years. Joel reflects on the special bonds formed in cycling retail: "When you do cycling retail, you make really close friends because you've already passed the bar of 'we're all cyclists'." Before joining Rapha, Joel worked at Brompton, describing himself as "incredibly lucky to work for both brands." When asked about skills needed for success in brand-led businesses, Joel emphasizes "a relentless desire to understand the customer." He notes that while being passionate about your niche is essential, professionals also need to "be one step back" to avoid confusing personal preferences with broader customer needs. The podcast concludes with Joel discussing Rapha's future under new CEO Fran Miller (sister of former professional cyclist David Millar), who recently joined from Belstaff. Rather than focusing on short-term fixes, they're taking a longer view: "We're going to look at a three to four year horizon to rebuild this place," supported by patient ownership that allows for long-term planning. About Our Guest Joel Natale is Chief Commercial Officer at Rapha, overseeing product strategy, merchandising, supply chain, and e-commerce operations. His 20-year career in the cycling industry includes prior roles at Evans Cycles and Brompton, bringing both personal passion and professional expertise to his work at this premium global cycling brand. -- Run time: 38 minutes INFORMATION: [ 🖥️ ] Rapha - https://rapha.cc [ 👨‍👧 ] Joel Natale: https://www.linkedin.com/in/joel-natale/ Ian Jindal: www.linkedin.com/in/ianjindal/ [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal

November 10, 2024Episode 5337 min

RetailCraft 53: "Rethink, reimagine, renew" - in conversation with Gertin Schraa, Head of Sustainable Sales, Dyson

Ian Jindal speaks with Gertin Schraa Head of Sustainable Sales at Dyson, about the company's heritage, innovative approach to sustainability, and the challenges and opportunities in the refurbishment market. Gertin shares insights into consumer behaviour, the importance of quality standards in refurbishment, and the role of sustainability in sales strategy. He also discusses his career journey, Dyson's global operations, and the future growth opportunities within the company. Dyson's philosophy is to rethink, reimagine, and renew. Sustainability can coexist with sales strategies. Focusing on fewer markets can lead to better results. Consumer motivations for refurbished products include sustainability and price. Refurbishment processes require strict quality standards. Different regions have varying maturity levels in sustainability practices. Sales KPIs are closely tied to return rates and refurbishment cycles. A career path can be unpredictable and shaped by opportunities. Continuous improvement is essential for growth in a sustainable business. Chapters 00:00Introduction to Dyson's Heritage and Philosophy 02:51Gertin Schaaf's Role and Sustainable Sales at Dyson 05:56Refurbishment Strategy and Market Focus 08:50Consumer Behavior and Sustainability Trends 12:12Refurbishment Process and Quality Standards 15:00Global Operations and Regional Differences 18:11Key Performance Indicators in Sustainable Sales 20:57Career Journey and Transition to Dyson 24:08Future Opportunities and Growth at Dyson -- Run time: 38 minutes INFORMATION: [ 🖥️ ] Dyson - https://www.dyson.co.uk/ [ 👨‍👧 ] Gertin Schraa: https://www.linkedin.com/in/gertin-schraa-17b8595/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal [ 📷 ] (c) Ian Jindal / www.instagram.com/ianjindal