RetailCraft - digital retail, ecommerce and brands - Retail Podcast

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: [

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: [

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: [

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: [

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: [

In this episode, Ian Jindal speaks with Alec Mills, co-founder of Dame, about the journey of creating sustainable and toxin-free period products. They discuss the challenges faced in the industry, the importance of changing the conversation around menstruation, whether men have a role in women's health discussions. Alec shares insights on product innovation, market positioning, and the impact of collaborations with larger brands. The conversation concludes with reflections on the future of Dame and the ongoing mission to improve menstrual health and sustainability. Takeaways Dame was launched in 2019 to address the issues with traditional period products. The company focuses on creating sustainable and toxin-free products. Changing the conversation around menstruation is crucial for societal progress. Product design must prioritize both functionality and sustainability. Reusable products can save money in the long run. Period poverty is a significant issue that needs addressing. Collaboration with larger brands can amplify impact and reach. Innovations like self-sanitizing menstrual cups can change user habits. The mission to improve menstrual health continues as long as subpar products exist. Sound Bites "We make sustainable and toxin-free period products." "Traditional period products are full of toxins." "Can we change an industry?" Chapters 00:00 Introduction to Sustainable Period Products 02:57 The Journey of Dame: From Idea to Impact 05:49 Challenges and Insights in the Period Product Industry 09:11 The Role of Men in Women's Health Conversations 11:59 Innovations in Period Products: Design and Functionality 14:51 Market Positioning and Addressing Period Poverty 17:48 Collaborations with Big Brands and Their Impact 21:08 Future Directions for Dame and the Industry 24:00 Conclusion and Reflections on Progress   --  Run time: 45 minutes INFORMATION: [

Summary Paul Hornby, Digital Customer Experience Director at The Very Group (owner of very.co.uk and other brands) joins Ian Jindal and Georgia Scott to discuss his role, career and the positioning of Very within the market. We explore the history of the group, which dates back to 1890, and how it has evolved into the UK's largest domestic online-only retailer with an integrated flexible payment platform. We delve into the concept of digital experience and how the Very Group aims to help families get more out of life by offering a wide choice of products and flexible ways to pay. They also touch on the challenges of marketing and personalisation, as well as the ongoing technology transformation at the Very Group. Listen out for the term "technical cholesterol" - both the phrase and the explanation are delightful and we wish that we'd thought of this, but the recording doesn't lie ;)   Takeaways The Very Group is the UK's largest domestic online-only retailer with an integrated flexible payment platform. The company aims to help families get more out of life by offering a wide choice of products and flexible ways to pay. The role of credit is to support families in managing their household income and making purchases more affordable. The Very Group is focused on digital experience and constantly optimizing the customer journey. The company is undergoing a technology transformation to create a composable architecture and enhance the customer experience. Quotes "Our purpose as a business is to help families get more out of life." "Our job was to translate [the heritage] into a digital world, create a compelling digital experience, and then find a way of translating the mechanism of how you could spread the cost online." Chapters 00:00 - Introduction and Lunch 01:17 - Introducing Paul Hornby 02:12 - Paul's Role at the Very Group 03:39 - The Unique Proposition of the Very Group 04:38 - The History of the Very Group 06:35 - The Catalog Business and Credit Offering 09:26 - The Transition to the Digital World 13:12 - The Role of Credit in Supporting Customers 15:08 - The Value Proposition to Customers 16:35 - Market Competitive Pricing and Credit Options 21:06 - Digital Marketing and Personalization 24:48 - Paul's Career Journey 29:34 - Returning to the Very Group 32:31 - The Technology Transformation at the Very Group 38:11 - Creating a Learning Culture 39:09 - The Exciting Future of the Very Group   --  Run time: 48 minutes INFORMATION: [

Welcome to a special episode featuring Mark from Guitar Guitar, who joins us to celebrate the company's 20th anniversary. Hosted by Ian Jindal, Editor-in-Chief of Internet Retailing, and Georgia from Adobe, this episode dives deep into the evolution of Guitar Guitar and its unique approach to music retail. Mark shares the history of Guitar Guitar, from its humble beginnings to becoming a significant player in the music retail industry. He discusses the company's commitment to providing a personalized customer experience, both online and in-store, and the challenges and triumphs they've faced over the years. The conversation touches on the innovative ways Guitar Guitar has integrated technology to enhance customer interaction, the importance of maintaining a physical store presence, and the company's recent transition to an employee-owned business model. Mark also highlights their efforts in music education and community engagement, reflecting on how these initiatives align with their core values. Join us for an insightful discussion about the past, present, and future of Guitar Guitar, and learn how they continue to make music more accessible and enjoyable for everyone.   --  Run time: 33 minutes INFORMATION: [

Welcome to an illuminating discussion with Rad, VP of Supply Chain at Flaconi, Germany's leading online beauty marketplace. In this episode, we delve into the fascinating supply chain management domain within the beauty sector.  Since its inception in 2011, Flaconi has made gains in the German market, with over 25% share, and continues its successful journey across multiple European countries. Rad, with his extensive experience handling supply chains for luxury brands in Dubai, brings distinctive perspectives on the beauty industry. Rad brings to life the transformative role of supply chain management in digital retail, emphasising viewing it as a value-adding function fostering business growth rather than a cost centre.  Rad offers an intriguing overview of the beauty industry's dynamic nature. He illustrates how brands rise and fall in the blink of an eye due to fluctuating consumer preferences and intense competition. We discuss the benefits of leveraging customer data and predicting stock movements to optimize costs, allied to the notion of sustainability in business practices. We learn not only about an agile supply chain to support flexible business, but also the dynamics of the online beauty market.   --  Run time: 28 minutes   INFORMATION: [

At the end of NRF 2024 in New York I was able to chat with Juliet Scott-Croxford of Brompton Bicycle. Juliet is President, North America, and leads the growth of this quintessentially British brand in the market. Brompton is an urban-first, engineering-born, British-made success story, and so the transition to the US is an interesting one. Leading with a combination of product quality and clubhouse retail vibe, they have been at the vanguard of the city-centre, community cycling renaissance that brands like Rapha (just along the road from them in Soho) have embraced. I caught up with Julia in the back-office stock area of their Soho store as she prepped for an evening event, hence a bit of "real life buzz" in the background of the recording

SISTIR is a coffee-originated gifting brand, that grew from a sisterly conversation (SIS) about coffee (Stirred) around the ideal '3am blend' to power parents through that mid-night wake-up moment for a crying baby. SISTIR's founder, Georgie Janion-Shaw, joins us in the studio and we hare about the brand's beginnings and how the combination of branding savvy, punning and the availability of a gifting channel in NotOnTheHighStreet allowed them to start. Over time - and through experimentation, optimisation, product development efforts - the product range and channels grew. Georgie share with us her journey and learning with a level of humour and wordplay! We get a chance to reflect upon the mindset of the growth entrepreneur as well as hearing about the extension into sweets and pets. See below for the AI-generated show-notes: summary, takeaways and timestamps - pretty impressive and created by Riverside.fm...   --  Run time: 33 minutes   INFORMATION: [

Our studio chat with Kieron (Digital Director at Blackwells, part of the Waterstones group of booksellers) had a number of firsts... Not only the first podcast of 2024 (Happy New Year to one and all!) but also the first time that Georgia and I had been given gifts. In our prep for the studio session Kieron had asked us what were the last three books we'd read. He used this to predict a book for each of us and wrapped them for us to give in the studio! Utterly thoughtful, but more importantly gets to the heart of Kieron's focus upon data AND intuition. In our conversation we talk about the history of Blackwells (surely one of the most famous longstanding and academic booksellers, now a part of the Waterstones group) and some of the dynamics of the book trade online. We discuss learning and the ongoing quest for information and knowledge, and the vital role of staff in retail. This is the origin of the "really different" of our title - how to engage staff with knowledge, skills, passion and individuality rather than falling into the trap of homogeneity. There is so much to learn here about individuality, passion and invention in retail - our thanks to Kieron for being so open with us. --  Run time: 53 minutes   INFORMATION: [

Ntola and Raine joined Georgia and me in the studio and reminded us just why a roundtable discussion is so much fun and enlightening! Raine - the head of digital at New Look (www.newlook.com) - talks us through how to connects with the 'moments' in customers' lives, and of course the planning, data, heuristics and approaches needed to deliver that at scale. We hear about her experiences ranging from luxury and digital (Farfetch) to high street (Arcadia), fast-moving digital (Boohoo.com) to more 'considered' retailers. Ntola - trading director at Emma Bridgewater - picks up on the themes of data, customer focus and engaging the consumer and discusses how the pottery-and-homeware brand is embracing digital. Ntola is a podcast host too, and creator of the Trailblazers Experience podcast that you can get on Apple Podcasts here: https://podcasts.apple.com/us/podcast/the-trailblazers-experience-podcast/id1674539126?app=podcast    --  Run time: 44 minutes   INFORMATION: [

Paddy joined us in the studio with "time" clearly on his mind. Throughout our zinger-filled, high-protein chat, Paddy returned to the theme of "if you find a fix for time, you'll see the sales". B&Q is the £4bn-ish turnover DIY retailer that is now part of the Kingfisher PLC group (which also includes in its portfolio the trade-focused Screwfix, plus Castorama and Brico Depot in France and Koctas in Turkey. During our conversation it was clear that Paddy's broad experience (financial services, department stores, logistics and final mile) has created an omnivorous approach to references and models. A synthesis of this is his contention that "to remain as #1, you have to think like you're #2". Seeking ideas from across the D2C realm, he's "receptive to what's good in the space" and looks at others' capability with 'envy and with pride' - taking the best of ideas and applying them to what B&Q already does well. Listening to the recording, it's noticeable how frequently the ideas of "time" and convenience appear as a central theme. As their trade-only Tradepoint service has shown, "time is money", but the service also needs to be tailored to the consumer. We talk about just-in-time trade deliveries, and Paddy notes drily that "you can't deliver a fence post on the back of a moped". Paddy's focus on time and efficiency is all in service of an emotional bond with the customer and products. Noting that in DIY customers seek "to improve their homes so that they can build their lives", we talk about layering emotion into the sales process while simultaneously making that service zippy and on-trend. A high-speed (of course!) tour de force of insight. --  Run time: 47 minutes   INFORMATION: [

Tony Preedy is a bit of a legend at Etail Towers and has one of the most rounded and in-depth knowledge of e-commerce performance (brand, digital marketing, CRM and business models) that we know. Having run through Tony's CV, we focus on Fruugo - its history, operation and market position. With a blend of incisive wit and deadpan humour, Tony talks about the importance of relevance and focus at scale ("We're not a marketplace, we're a very good marketing machine"), and how a combination of AI and human care can present 140 million SKUs in 40 markets - a combinatorial challenge resulting in c6billion combinations, and serving around 1800 different ads per second. An insight from Tony is the focus on ROAS (return on advertising spend). The bid model takes price, propensity and margin to determine whether or not to bid and if so at what level. This 'anticipation' and planning means that all transactions are profitable and there's no anxiety over CPC spend rising to unprofitable levels. Tony doffs a digital cap to Claude Hopkins (https://en.wikipedia.org/wiki/Claude_C._Hopkins), author a century ago of "Scientific Advertising", who emphasised the importance of copywriting for relevance (and whose book was seen in the background of several Mad Men episodes!).  Amongst many 'zingers' and insights, a further point of note was that 80+% of traffic comes to a product description page (PDP) - the lowest level of a site's hierarchy. Rather than being seen after a brand-first browsing and filtering journey, Tony's customers land straight at the 'here it is, buy it' level, and these pages have to carry the whole brand, product and service story. He mentions the importance of the on-page "carousels" of products to increase the number of products shown, fish for opportunity and how these carousels (rather than navigation or on-site search) then drive the browse journey.   So many more things covered in our 40 minutes in the studio, and we'll update the InternetRetailing.net page with the full transcript. --  Run time: 47 minutes INFORMATION: [

Some 'summer listening' in this episode, where we take as our theme "retailers and the arts". There's a long and illustrious history of retail professionals swapping the stores for galleries, but with our current digital dimension there's still a consumer/customer/visitor/individual connection. In the studio today we have Ros Lawler, COO of the National Portrait Gallery, fresh from a multi-year reworking of the space, the interpretation and the visitor facilities. Widely hailed as a triumph, Ros reflects on an extremely varied career that spans music, publishing, retail and the arts - all, however with a distinctly digital and transformational flavour. Zia's retail career has been customer-focused and digital since her time in retail, consulting, then Selfridges and Fortnum & Mason. Moving to the high end of the arts market at Hauser and Wirth, as well as engaging with an inspiring and stimulating arts group in Peckham, London (Bold Tendencies) we hear of the consistent threads throughout retail and the arts - the focus on the consumer's experience and the integrity of the product.   --  Run time: 40 minutes INFORMATION: [

Molly Dobson is the Managing Director of Currys Business, the B2B operation of the long-established Currys brand, that covers white goods to smart devices via outdoors electricals and gaming... basically anything with a plug or voltage! See www.currys.co.uk. Molly explodes into our studio like a positive force of nature, and takes us at a gallop through the business, the service approach, and how expertise, people, systems and great service come together into the B2B offering. We hear of Molly's career and how the data+customer obsession has been a connective line through her roles.  Molly takes us through how to balance "service with a capital and small 's'" and how to attach that service element to products. We go through the weird and wonderful and perhaps dwell for a while on pink flamingoes, yet the central core is a commitment to the business customer. This chat changed our views on Currys and B2B. --  Run time: 40 minutes INFORMATION: [

Two fresh angles that speak to the developments in multichannel retail - changes in formats, product, audience engagement and business models. Our first guest, Charlotte Fairbairn, talks us through the model of MyWardrobeHQ, the luxury-rental-subscription-white-label genre-defying multi-hyphenate business that's carving a new path for fashion brands in the re-commerce, circular economy. We learn from Charlotte some of the operational and business challenges they've overcome in their journey, as well as some choice insights on what it takes to create circular commerce with your customer. Janis Thomas of Look Fabulous Forever gives us a new look on cosmetics as she explains the brand's genesis, founded for the specific needs of older skins. We hear how a start-from-scratch tale of needs analysis, product development and market creation started with the founder, along with how the business grows its base. Along the way we delve into Janis' career and learn that nothing's new in the world of subscription commerce (or rather, that she was pioneering approaches way before we were reporting on them!). This recording is also a welcome to the studio to Georgia Scott, my co-host from Adobe. Georgia settled immediately into the studio and we'll do a 'behind the scenes' chat with Georgia over the summer, including perhaps that our first event partnership was over a decade ago at the British Embassy in Paris...  Welcome Georgia to the series! --  Run time: 52 minutes INFORMATION: [

In our second run-and-record session from NRF 2023 in New York in January 2023, we catch up with Mike Wallwork, Head of eCommerce at Footasylum, the fast-growing destination for sneakerheads in the UK...  From a distinct, Manchester-born DNA in 2005, the business has grown rapidly online and into 66 stores. In our conversation Mike gives us an insight into the knowledge, passion and expertise in the team that connects a very demanding and knowledgeable consumer with local yet global trends. It's clear the level of consideration, expertise and focus needed - "our teams are basically our consumer" - even between the Footasylum and (subsidiary) Sevenstore (https://www.sevenstore.com/). We chat about their app (including in-app voting), loyalty schemes,  brands, understanding the customer, engagement, how to keep the inspiration fresh while spotting up-and-coming trends, and the growth of own-brand. Not bad for 17 minutes!   --  Run time: 17 minutes INFORMATION: [

During an exceptionally busy NRF 2023 in January in New York we managed to grab some time with Gijs van Engelen, the Chief Digital Officer and member of the Board at Hunkemöller, one of the largest lingerie specialists in Europe. They have a direct site in the UK (https://www.hunkemoller.co.uk/), while also selling via retailers like Next, and a US/Global site at https://www.hunkemoller.com. Meanwhile their stores are to be seen in most town centres in northern Europe.   Jamie and I chatted with Gijs against the bustle of 40,000 retailers jostling around the Javits Centre, and we covered the brand's history, position and growth focus for 2023. Of particular note is approach to multichannel, blending store and online, and how to make each store simultaneously a flagship and a profitable endeavour. Gijs also covers the use of marketplaces as a market-entry strategy (eg Zalando in Switzerland and Asos in the UK). --  Run time: 20 minutes INFORMATION: [

With us in the studio we Kate, from Tern.eco and Mats who founded Polarn O. Pyret (PO.P) in the UK, recently amalgamated from master-franchisee to part of the global operation. Kate Walmsley is a pioneering retail leader who has created a platform to integrate second-hand sales into a brand's offering, integrating the option to buy new, buy second-hand, within the same experience. Mats Nilsson, of Polarn O. Pyret, the doyens of the organic cotton striped kidswear, tells us about their journey to include second-hand in their offering. We hear of the brand's quality obsession (one of the pioneers in the use of organic cotton) and their obsession with great quality, even planning unisex styles to be handed down through a family from brother to sister several times. Mats is clear that giving their cherished, high-quality clothing an extended life in a different family is simply an extension of their values.  Mats and Kate give us much to be positive about, while also reminding us that it is motivated people, allied to purposeful brands, that really drive progress. An inspiring session in the studio!   --  Run time: 43 minutes INFORMATION: [

Joining us in the studio at the end of 2022, Jennifer North, Head of Digital Experience at Hobbycraft, gives us an eye-opening insight to the demanding, innovative craft and hobby market in the UK, and their multipronged and entrepreneurial position. We hear about the craft customer - artists, hobbyists, businesses and the growing "sidehustle" generation of digitally-amplified creators - and how their demands and behaviours changed over the pandemic and now into 2023. Jenny covers loyalty, subscriptions, apps, customer insight... as well as a fascinating glimpse at their customers' requirements - listen out for the hand-knitted nativity set and the laser-cut materials! The briefest glimpse at https://www.hobbycraft.co.uk/ will show the range and depth of the offering - along with a view of the triumph to present in a scaling, engaging experience. --  Run time: 33 minutes INFORMATION: Jennifer North: https://www.linkedin.com/in/jennyanorth/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Cocoon (https://www.cocoon.club/) is a London-based circular subscription service for bag lovers. Not just any old bags - high end, desirable handbags. They operate a membership model, where a subscription unlocks access to the collection and weekly drops to support maintain freshness and energy. The business blends luxury service, product experience, sustainable and circular business models and of course the attraction of a scale-up with an interesting digital platform. Ian was pleased to get some time with founder and luxury expert Ceanne Fernandes-Wong and in the cosiness of the studio we learn of the business drivers, the realities of providing the service, along with Ceanne's rich experiences and reflections from a career of leadership in luxury - Net a Porter, Vestiaire Collective, Kate Spade... There's some bonus material at the end - we had so much to cover it was hard to leave the studio! --  Run time: 44 minutes INFORMATION: Ceanne Fernandes-Wong: https://www.linkedin.com/in/ceannefernandes/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Andy Jayes is a retail and digital veteran, and has earned that accolade given his background in BHS, House of Fraser, Selfridges, Virgin Megastores... along with covering the gamut of digital - from product and merchandising, via operations and development - to his current role as Digital Director at Fenwicks, the independently-owned, unique and quirky department store mini-chain. There's so much to follow here - his journey from chef to chief, the positioning of Fenwicks and the sources of distinctiveness, the role of Digital Director, and how digital can transform a last-century business while retaining and using its DNA... As a result we just dived straight into the middle! If you're not already familiar with Fenwicks then do check out their website (https://www.fenwick.co.uk/) to see the range of products and something of their history on Wikipedia (https://en.wikipedia.org/wiki/Fenwick_(department_store)) or in their own words (https://www.fenwick.co.uk/our-story.html). --  All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts Run time: 30 minutes INFORMATION: Andy Jayes: https://www.linkedin.com/in/andrew-jayes-14307821/   Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Camilla Henriksson is the Global Brand Innovation Manager at H&M, as well as the Global Head of Customer Experience for their Lifestyle Brands... that should give you a clue as to just how busy Camilla is, and the range of her interests. We caught up with her fresh from the launch of Atelier100, a global collaboration with another global Swedish powerhouse, IKEA. Atelier100 (https://www.atelier100.com/) is a project that seeks to 'democratise design' and has three objectives for the partnership: to find and support local creatives; to explore and support local production; and to work on local relevance. This is an extraordinary project as a stand-alone, but when you consider it's a joint endeavour between two global businesses it acquires an additional level of purpose, learning and connection. During our conversation Camilla gives us an insight into her career and how she's moved through product, visual merchandising, stores, digital, innovation, circular economy and sustainability... as well as in different parts of H&M. Her clarity on delivery, focus and learning is clear - and from her open conversation and enjoyment of her role we can see that humour and culture are definite contributing factors to success! During our discussion we mentioned in passing the Grand Prix-winning project at Cannes Lions in 2021. Called "the Loop" it's an in-store end-to-end recycling machine and you can see details here: https://www.youtube.com/watch?v=rQhaZNWfZmY We also discussed the role of Matter, the local/sourcing research consultancy, and you can see their work here: https://ma-tt-er.org/    --  All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts Run time: 30 minutes INFORMATION: Camilla Henriksson: https://www.linkedin.com/in/camilla-henriksson-56863231/   Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Operating in 25 countries, with 49million active customers and featuring 5,800 brands, Zalando is a European fashion powerhouse that we've long tracked and admired. Megan Maley spoke at Shoptalk Europe 2022 when we launched the Global Elite 1000 report, and I invited her to share with us some of the dynamics, focus areas and directions of travel for Zalando from the vantage-point of her role as GM UK/Ireland and Benelux. We hear about the platform approach, an obsessive customer focus, a relationship with the brands they sell, market entry and growth and of course the long-standing commitment to sustainability, with some 22% of products sold now coming from the more sustainable ranges. Megan shares with us the importance of getting into the path of the customer, but we also hear about her career path and the idea of "provoking your destiny".  This is a generous, open and inspiring conversation with a thoughtful leader in one of Europe's leading retailers. --  All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts Run time: 40 minutes INFORMATION: Megan Maley: https://www.linkedin.com/in/megan-maley-7478a24/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Provenance provides a framework for retailers and brands to assess, monitor and communicate their sustainability, and this has progressed from a technology play (developing data and blockchain services) into "sustainability marketing technology". We go behind the scenes with Jessi Baker, the founder and CEO, and along the way discuss the challenges of implementation, how brands are adapting to and embracing transparency, and the direction of travel in making sustainably supply chains easy and relevant for the consumer. Jessi mentioned the phrase "glass-box brands", succinctly describing the radical transparency and scrutiny under which modern businesses now operate. Sienne Veit is the Group Digital Product and Platform Director for Kingfisher PLC, owners of Screwfix, B&Q, Castorama and others in a £13bn turnover powerhouse in the "homes" and DIY sectors across Europe. Sienne tracks the idea of a "product" and how the aim is to "create joyful things" that increase not only increased sales but also enhance the experience of interacting with the brand, solving consumer problems. She repeats the concept when she describes how the combination of data science and engineering can 'make meaning and create joy' - surely a rallying cry for our times! Join us in the studio for this informative, wide-ranging and clear discussion on key themes in modern retail: data, transparency, technology and the consumer's experience.   All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts Run time: 54 minutes INFORMATION: Jessi Baker MBE: https://www.linkedin.com/in/jessibaker/  Sienne Veit: https://www.linkedin.com/in/sienneveit/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Two major brands discuss innovation, digital, delivery and retail. We hear from Ali Holmes, Senior Ecommerce Director at Pepsico Europe, and Megan Ludlow, Innovation Partnership at Marks & Spencer. We mentioned that Ali had featured on the cover of InternetRetailing Magazine back in 2012 and you can see that edition here: https://internetretailing.net/magazine/internetretailing---july-2012-volume-6-issue-5 All of our podcasts now have a full transcript and notes available - check out the episode page on https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts Run time: 53 minutes INFORMATION: Ali Holmes: https://www.linkedin.com/in/aliholmes/  Megan Ludlow: https://www.linkedin.com/in/megan-ludlow/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

As we return to the studio, this is a conversation full of surprises, of twists, turns and revelations, and it's one of those serendipitous discussions that just leave you thinking "wow". We hear from Claire Bottle, the new-ish CEO of the UK Warehousing Association. Claire covers the serendipity that led from a secretarial role to a logistics leader, with the mentoring she received and how she now looks to create opportunities and training within the industry. Gavin's journey goes from Facebook to establishing a cannabis store, via Tesco and arrives at digital health data. It's a track that blends bravery with analysis, clarity and flexibility. Both of these journeys share one thread - that they defy our expectations. Claire comments that her path is "by no means stereotypical" while Gavin notes several times that the commercial realities today and in the future and "different to our mental model". This is a podcast full of opinion-changing insights and rather than spoiling the surprises now, I'll just remind our listeners that a full transcript with notes and links is available via https://internetretailing.net/retailcraft-retail-podcasts More information on the UKWA here (https://www.ukwa.org.uk/) and on AltaFlora here (https://www.altaflora.co/). We also noted in passing that Gavin had featured on the cover of InternetRetailing Magazine - here's an archive link to that issue, from 2011! https://internetretailing.net/magazine/internetretailing---november-2011-volume-6-issue-1  Run time: 47 minutes INFORMATION: Claire Bottle: https://www.linkedin.com/in/clarebottlefcilt/  Gavin Sathianathan: https://www.linkedin.com/in/gavinsathianathan/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Reckitt Benckiser Group PLC is a British multinational consumer goods company. Formed some 200 years ago it is a stalwart of the FTSE100 and turns over some £14bn (2020). It owns some global powerhouse brands in the health/hygiene/nutrition space, many of which are part of the fabric of UK society - Durex, Dettol, Airwick, Clearasil, Nurofen... In this episode we spend time with Greg Duce, Area Ecommerce Director, Europe, Australia and New Zealand at Reckitt and it's a privileged look behind the brands at the realities of moving direct to consumer, embracing digital and maintaining values. We were struck in chatting with Greg at the focus upon people and skills development, the need to move rapidly yet without losing track of the brand values. Greg articulated with great clarity that the transition to digital-first (without leaving behind the successful, multi-billion legacy) requires the ability to see multiple things at the same time - and to act for now and the future at the same time. Greg talks about the need to "win today and win tomorrow', and how this requires the simultaneous adoption of two competing maxims: the first is the mantra of "fewer, bigger, better" investments (using Reckitt's scale), while at the same time placing "bets everywhere to see what sticks" (because you have to recognise that new competitors are not limited to the legacy competitors). This 'duality' is at the heart of the digital approach - a flexibility of mind and approach that is worthy of a chapter or two by Von Clauswitz or Sun Tzu!  The full transcript is available via https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts   Run time: 47 minutes INFORMATION: Greg Duce: https://www.linkedin.com/in/greg-duce-1888897/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded and engineered at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

Another Tomorrow (www.anothertomorrow.co) is a startup that blends luxury with sustainability. It is interesting because it has digital 'baked into' the DNA - from traceability and sourcing through selling and a second life for products. The founder, Vanessa Barboni Hallik, bring a mixture of passion, flair and analytical insight to the fashion industry and has positioned Another Tomorrow at the intersection of design, sustainability and technology. Vanessa was kind enough to meet with me in her Bleeker Street store in New York, and brought the brand, its story and direction of travel to life.  We recorded at 7am but the film crew and leaf-blowers were out in force as they prepared for the day's filming of the Sex and the City series reboot. It was all happening, but nothing interrupted our conversation and the team at Spiritland cleaned the audio wonderfully!  This interview is full of important insights on sourcing, culture, traceability, how to grow while maintaining focus, and remaining a 'point of discovery' for your customers. The full transcript is available via https://internetretailing.net/retailcraft-retail-podcasts/retailcraft-retail-podcasts   Run time: 32 minutes INFORMATION: Vanessa Barboni Hallik: https://www.linkedin.com/in/vanessabarbonihallik  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal    Recorded remotely in Another Tomorrow's Bleeker Street, New York store, and engineers by Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

In the digital studio for this episode we followed the path of comfortable word-at-home wear to one of the original pioneers of relaxed clothing - none other than Lands' End, with their strapline of "Let's get comfy". Initially visible in the UK via their catalogues and direct to consumer advertising, we hear from Constanze Freienstein, Managing Director, Europe, about the digital growth of the brand. We touch upon product development via sustainability, cashmere, social engagement and the 'comfort fund' - how the whole team work for inclusion and social good. You can see more about Lands' End's sustainability approach here: https://www.landsend.co.uk/Resources/co/Sustainability.html Constanze was recently interviewed by Chloe Rigby on InternetRetailing (https://internetretailing.net/interviews/interview-how-lands-end-helped-customers-get-comfy-online-in-a-challenging-year) and there's a case study on Lands' End in the 2021 RetailX European Top1000 (https://internetretailing.net/top500-reports/annual-reports/the-2021-retailx-europe-top1000)   Run time: 34 minutes INFORMATION: Constanze Freienstein: https://www.linkedin.com/in/constanze-freienstein-6194752/  Ian Jindal: www.linkedin.com/in/ianjindal/  and www.twitter.com/ianjindal  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/  Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal ) 

After a number of attempts with our online studio system, we managed at last to catch up with Stephen Langford, Director of Ecommerce at Marks & Spencer. We appreciated his patience as we tried to connect and we benefitted from a wide-ranging discussion with him about e-commerce and the changes at the heart of M&S - an organisation that's simultaneously a permanent innovator and a national institution. We trace Stephen's background - starting at Tesco, M&S, George, Asda... and now back to M&S. A 'boomerang' as he calls it! Digital is clearly at the heart of the transformation plans at M&S, with support from the board, CEO and Chair. We learn how this process of renewal and focus is a step beyond the transformation around a decade ago, where M&S launched their 'dot com' commitment, and signalled their capability with a major platform, investment in a cutting edge DC and a talented team. It was the fruit of this work that saw M&S featuring in the RXUK Elite rankings of the Top500. However, Stephen notes that time and technology move on and that a new, renewed phase is underway. He cites the internal mantra of progress - "never the same again" - in recognition that as the world changes so do the capabilities and approaches necessary for success. Along the way we touch on COVID, skills, projects, selling other brands and the M&S customer.     Run time: 26 minutes INFORMATION: Stephen Langford: https://www.linkedin.com/in/stephen-langford-b388113/   Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal) 

Our first episode of 2021 continues our Grocery theme, with this in-depth and wide-ranging conversation with Chris Conway, eCommerce Director at the Coop. We had recently interviewed Chris for our Grocery Innovation Report (https://internetretailing.net/groceryinnovation2021) and couldn't wait to bring his insights to life on the podcast. Sadly, the gremlins of the internet decided we'd had too easy a run over the last year and so it took several attempts, many disconnections, much patience and a fair wind to get this episode on 'tape'. Massive thanks to Chris for his humour and perseverance! Jamie and I were desperate to ensure that we (re)covered the same topics so that nothing was lost! We hear about the Coop's response to COVID and how their existing plans were accelerated by the pandemic. Chris paints a clear picture of the values at the centre of the business, as well as key behaviours like partnership, openness and flexibility that have created an opportunity for the Coop's food business. Following on from our interview with Chris Poad of Tesco we can see that the Coop's path started in a different place and follows a different trajectory - yet equally innovative and illustrating why the UK's grocery sector is so varied and dynamic. In conversation we cover their roll-out with Deliveroo and other local distribution partners, their blending working and hyper-local approach, the injunction from the CEO to be the "Transformer in Chief" and how partnership is a way of doing business.   Run time: 39 minutes INFORMATION: Chris Conway: https://www.linkedin.com/in/chris-conway-76ba2b19/  Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal (https://www.instagram.com/p/CLGv5-JpCSU/) 

For our final episode of 2020 we 'beam into' the studio Rui Francisco of PepsiCo Europe and Dan Mahoney from Whittards of Chelsea. Rui and Dan remind us of a passion for products that bring a smile to customers' faces and their growing direct-to-consumer activities. Rui is up first. He's the European Ecommerce Director for PepsiCo, and we hear from him about their pan-European team, the moves to selling direct, not to mention his own interesting career path to ecommerce. From a global brand's regional team, we then chat with Dan about how a British heritage brand is operating globally and direct to consumer. Dan has extensive experience in ecommerce, but in his role as Customer Director at Whittards it's fascinating to hear of his own learning journey about tea and coffee, and how the lockdowns have increased their customer focus and digital activities. Our thanks to Dan and Rui for sharing their experiences with us, and they bring to a close our 2020 podcasts. We look forward to picking up in 2021 but until then we wish all our listeners happy trading.

Tales of transformation in the studio today. First up a conversation with Guy Magrath, recently Chief Digital Officer at Electrocomponents PLC (better known in the UK as the owners of RS Components, purveyors os millions of plugs, bulbs, suppliers for makers and menders around the world). Guy talks us through many years of change and progress at this global, complex business, culminating in his 5 steps that are very persuasive indeed. Along the way we pay tribute to the makers of the world, and a moving example is that of Ben Ryan who set out to create a new type of prosthetic arm for his 10-day old son. You can read Ben's story here: https://uk.rs-online.com/web/generalDisplay.html?id=fortheinspired/customer-ambionics and see the video story here: https://www.youtube.com/watch?v=UOBVuy2FxoA Graham Wilson joins us from Sofology, the specialist sellers of Sofas. Selling sofas at the best of times can be a challenge, with lead times, checking colour and seating options, envisioning the sofas in your own home... Graham takes us through some of the digital innovations underway that are enhancing the selling and service propositions and giving the stores a dynamic role during the lockdown(s).   Our thanks to Chris for giving us so much time, and we'll pick up with him again post-Christmas to see how the peak-upon-peak of trading turned out.   Run time: 55 minutes INFORMATION: Guy Magrath: https://www.linkedin.com/in/guy-magrath-ned/  Graham Wilson: https://www.linkedin.com/in/graham-wilson-b854594/  Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal.

Chris Poad, Managing Director, Online at Tesco PLC joins us in the studio for a wide-ranging and extensive discussion. Fresh from a series of senior roles at Amazon (heading Fulfilment by Amazon, then Director, Amazon Business International), Chris has returned to the UK to take up the reins at Tesco's online activities - just in time to be in the eye of the COVID storm!  We segue from his career to the Tesco response - an impressive and sustained activity at scale - and we learn about the values that drove the work, the decision-making approaches, and how the team runs under such great pressure. The interview is chock-full of insights, expressed with clarity and openness - it's a privileged view inside Tesco at a defining time. There are too many quotable nuggets to list here, but the title of this podcast references a perceptive classification of decision-making - jump to 22m10s if you can't bear to wait! It's worth it. Our thanks to Chris for giving us so much time, and we'll pick up with him again post-Christmas to see how the peak-upon-peak of trading turned out.   Run time: 38 minutes INFORMATION: Chris Poad: https://www.linkedin.com/in/chrispoad/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal.

A bumper edition for the stifling dog-days of August!  We kick off with an in-depth chat with Mark Wright, Group Operations Director at Fat Face. Mark's got an incredible track record in retail - online, offline and multichannel - with stints as head of trading at M&S and as Managing Director, Omnichannel and Jack Wills. His role at Fat Face covers all operations and trading and so it was interesting to get his reflections upon the lockdown, recovery and impact. Mark's a direct and generous guest and so there's no holding back! After Mark we hear from Murray Lambell, the VP of Trading at eBay UK. Murray's role is to help major retailers and brands get onto the eBay platform and there are some suprises here, with no hard sell. 27 million (yes, million) active customers on eBay are the "bait" for sellers, and Murray's team look at what they're are searching for, identify gaps, and then approach retailers and brands to take up that demand. Murray shares  with us the partnership approach and, as if a jolt were needed this year, points out that 60,000 sellers have joined eBay in the last 90 days! Busy, busy times indeed.   Run time: 53 minutes INFORMATION: Mark Wright: https://www.linkedin.com/in/mark-wright-74824b/ Murray Lambell: https://www.linkedin.com/in/murraylambell/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal.

Still in lockdown limbo, we use the internet to speak with two guests from the beauty and electricals sectors.   First up is Aaron Winsloe, the Head of eCommerce USA for The Hut Group. We spoke with Aaron in his new office just before the group results were announced - an impressive 24% revenue growth to £1.1bn and a 22% increase in profits. With 66% of group turnover coming from the international operations, it was a timely moment to catch up with Aaron, and in particular the trading and learning experience over COVID.   Next up is John Roberts, founder and CEO of AO.com. John has some very pithy sayings, as well as a lovely 'origin story' for how 'Appliances Online' (as it was 20 years ago) was founded. This interview was recorded as a keynote for IRX Engage's inaugural digital event, and in discussion we hear about the 'pivot' to a direct-selling brand and the values that underpin the business' success.  The sound quality is more "phone line" than "BBC Studio" but John is such a compelling speaker that we had to share the interview.     Run time: 26 minutes. INFORMATION: Aaron Winsloe: https://www.linkedin.com/in/aaron-winsloe-a0a30680/ John Roberts: https://twitter.com/johnrobertsAO Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal.

As Lockdown continued, we caught up with our guests 'over the web'. Our first guest is Gracia Amico: chair, non-executive advisor and experienced CEO. In the past, she’s held senior digital and commercial roles at Burberry, TopShop and Hobbs, as well as CEO at Pets Pyjamas. After a period as Head of Digital Operations at Sun Capital, Gracia is now a non-executive Director at Stitched (the online curtains and blinds seller) and Chair of the pet technology company, Pet Mate. With Gracia we learn about the dynamics of the 'pet' market, discuss the role of the CEO and the skills needed as Chair, and touch on an investor view of the skills needed to thrive as we emerge from lockdown. Robin Phillips is our next guest. Robin is the CEO of The Watch Shop, but his career has seen him cover the gamut of ecommerce. He was Ecommerce Director at Waitrose, then Director of Omnichannel for Boots, before joining Kurt Geiger as Director of Digital. Robin’s experience then across fashion, food and pharmacy mean that he’s got a unique take on retail over the COVID lockdown, as well as some interesting insights on how The Watch Shop can be a brand platform for watch brands to sell.    Run time: 40 minutes. INFORMATION: Gracia Amico: https://www.linkedin.com/in/gracia-amico-7aa9b0/ Robin Phillips: https://www.linkedin.com/in/robin-phillips-rgp/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Recorded remotely and at Spiritland Studios, UK. Episode photo credit: Ian Jindal.

Thoroughly grounded in London, I luckily had some interviews from the ’time when travel was allowed’ and so we hear from Rikard Frost, Chief Consumer Officer of Alexander Wang Inc, when we visited him in New York City in January 2020. Then, further back in time, we chat with Pieter Heij, Multichannel Director at De Bijenkorf, the Netherland’s premier department store (and part of the Selfridges group). We chatted with Pieter just before an autumn dinner in Amsterdam - such proximity is much missed as we socially distance!   Run time: 33 minutes. INFORMATION: Rickard Frost: www.linkedin.com/in/rikardfrost/ Pieter Heij: www.linkedin.com/in/pieterheij/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios and New York, USA and Amsterdam, NL. Episode photo credit: Ian Jindal.

Jamie and I kick off this episode with our thoughts on NRF2020 - the National Retail Federation’s "Big Show" in New York. Held in January each year, this 40,000-visitor-1000-exhibitor behemoth is gradually turning into a packed ’retail week’. Jamie and I cover our impressions of the show and what’s new and noteworthy, as well as giving a summary of the highlights of our store tour in which we visited Showfields (see RetailCraft 15 for an interview with one of the founders), Amazon 4-Star, Atelier Beauté Chanel, Glossier, The Real Real, Gucci, Camp and Neighborhood Goods.   You can see the details of the store tour here: airtable.com/shr6VPGFXHB4LNBoU/tblIQv68dVMxyALSJ   Next we travel back in time to NRF itself, when we were joined in the podcast studio by Laura Padfield, Head of Strategy and Business Development, International at Marks & Spencer. We cover a range of topics from the international growth and approach, differences between regions as well as hearing Laura’s reflections on the stores we’d visited.   Run time: 36 minutes. INFORMATION: Laura Padfield: www.linkedin.com/in/laura-padfield-1bb80b21/ Jamie Merrick: www.linkedin.com/in/jamiemerrick/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios and at the NRF Podcast Studio in New York, USA. Episode photo credit: Ian Jindal.

This bumper edition of the podcast is our ’Christmas present’, bringing interviews from New York retailers from three different sectors, but each innovative.   First of all we hear from Savannah Sachs. Avid followers of IR will remember that Savannah featured on the cover of our Magazine in March 2018 when she was with Birchbox, one of the early beauty-sector disruptors. Now we catch up with her as CEO of Tula - a skincare company that’s bringing to life "clean" cosmetics, linked to the skin biome, and focused on efficacy. Savannah brings clarity to these trends and it’s a fascinating insight to a business, with Savannah’s lucid and engaging explanation.   Then we head to meet Amir Zwickel, co-founder and Chief Property Officer of Showfields. This is a genuinely interesting and distinctive evolution of trends in pop-ups, department stores, experience places and location. We join Amir in the bustling "Lounge" on the top floor of their Soho store and get a fast-paced take on this evolved and distinctive business.   Finally we visit Marianna Satanas, Global Digital Sales Director at Eton Shirts. We’ve wanted to chat with Marianna for a while to learn about her experiences at Mr Porter, DKNY and others, but in her current role we have a combination of direct-to-consumer and digital wholesale, in a century-old brand that operates globally.Candid, fun and energetic as always, Marianna gives us an excellent view of the brand’s direction and journey.   Thanks as always to our guests. Let us know suggestions for 2020 (including volunteering yourself!). We will be back in January at NRF’s Big Show in NYC (where we are an official podcast partner of the event) and then in London again with the interviews from the Big Apple.   Merry Christmas, and best wishes for 2020 from the whole team at InternetRetailing.   Run time: 62 minutes. RetailCraft 15 - "Loyalty and desirability" - Tula Skincare, Showfields and Eton Shirts This bumper edition of the podcast is our ’Christmas present’, bringing interviews from New York retailers from three different sectors, but each innovative.   First of all we hear from Savannah Sachs. Avid followers of IR will remember that Savannah featured on the cover of our Magazine in March 2018 when she was with Birchbox, one of the early beauty-sector disruptors. Now we catch up with her as CEO of Tula - a skincare company that’s bringing to life "clean" cosmetics, linked to the skin biome, and focused on efficacy. Savannah brings clarity to these trends and it’s a fascinating insight to a business, with Savannah’s lucid and engaging explanation.   Then we head to meet Amir Zwickel, co-founder and Chief Property Officer of Showfields. This is a genuinely interesting and distinctive evolution of trends in pop-ups, department stores, experience places and location. We join Amir in the bustling "Lounge" on the top floor of their Soho store and get a fast-paced take on this evolved and distinctive business.   Finally we visit Marianna Satanas, Global Digital Sales Director at Eton Shirts. We’ve wanted to chat with Marianna for a while to learn about her experiences at Mr Porter, DKNY and others, but in her current role we have a combination of direct-to-consumer and digital wholesale, in a century-old brand that operates globally.Candid, fun and energetic as always, Marianna gives us an excellent view of the brand’s direction and journey.   Thanks as always to our guests. Let us know suggestions for 2020 (including volunteering yourself!). We will be back in January at NRF’s Big Show in NYC (where we are an official podcast partner of the event) and then in London again with the interviews from the Big Apple.   Merry Christmas, and best wishes for 2020 from the whole team at InternetRetailing.   Run time: 62 minutes.   Click here to listen on PodBean       INFORMATION: Savannah Sachs: www.linkedin.com/in/savannahsachs/ Amir Zwickel: www.linkedin.com/in/amirzwickel/ Marianna Satanas: www.linkedin.com/in/marianna-satanas/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Savannah’s cover interview in InternetRetailing Magazine: internetretailing.net/magazine/internetretailing-magazine--march-2018   Recorded on location in New York, USA and at Spiritland Studios, London. Episode photo credit: Ian Jindal.

Podcasts really shouldn’t be this much fun! The word “iconic” is for once apt, as we have a wide-ranging chat in the studio with these two UK-yet-global retailers, Fortnum & Mason, and Liberty London. With over 400 years of history being them we hear how focus, sticking to your DNA and having a real personality infuse both retailers.   Zia Zareem-Slade (Customer Experience Director at Fortnum & Mason) and Eric Fergusson (Ecommerce Director at Liberty London) join Jamie Merrick and Ian Jindal in our London studio.   We discuss their roles, what makes their businesses distinctive, “a celebration of the exceptional” and retail ‘as a movement’; from ‘joy-giving gifts’ to being ‘more relevant to more people more often’, via ‘how I got my job’. During this free-ranging conversation you’ll certainly agree that they are ‘never monotone’.   We mention the insta feeds a couple of times in the podcast so do get a slice of the glamour at www.instagram.com/fortnums and www.instagram.com/libertylondon Run time: 45 minutes.   INFORMATION: Gail Schuman: www.linkedin.com/in/gailshuman/ Jennifer Roebuck: www.linkedin.com/in/jroe/ Robin Phillips: www.linkedin.com/in/robin-phillips-rgp/ Vera Hartmuth: www.linkedin.com/in/vera-hartmuth-7405962/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

We’re back to school in style as Gail Shuman (Group eCommerce Director at Harvey Nichols), Jennifer Roebuck (Chief Marketing Officer at Feelunique.com) and Robin Phillips (CEO at The Watch Shop) join Vera Hartmuth and Ian Jindal in our London studio. We discuss luxury experience to sustainability and transparency, via brand management and business models to thoughts on loyalty and desirability in this engaging free-ranging conversation. INFORMATION: Gail Schuman: www.linkedin.com/in/gailshuman/ Jennifer Roebuck: www.linkedin.com/in/jroe/ Robin Phillips: www.linkedin.com/in/robin-phillips-rgp/ Vera Hartmuth: www.linkedin.com/in/vera-hartmuth-7405962/ Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

In the spirit of 'summer reading' and bookclubs, we asked our community on Linkedin what books they were reading on retail, and which authors would they like to hear us interview in the studio. As a result we're pleased that four of the most-suggested authors agreed to brave the oppressive humidity of a London 'summer' day to chat with us about their latest books, their experiences, motivations and ideas. "Authors" is probably not the best description since our group are retailers, entrepreneurs, technologists, analysts... who have happened to write books.  Our conversation covers customers, culture, Amazon, technology, university education and the process of writing.    Run time: 65 minutes. Information: Martin Newman: https://www.linkedin.com/in/martindnewman/ ("100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multi-Channel World" - https://amzn.to/31IyVp8 ) Natalie Berg: https://www.linkedin.com/in/natalie-berg-ba20931/ ("Amazon: How the World's Most Relentless Retailer will Continue to Revolutionize Commerce" - https://amzn.to/2TB1bHz ; and her previous book on Walmart, https://amzn.to/33wkEOl) Miya Knights: https://www.linkedin.com/in/miyaknights/ (co-author with Natalie of "Amazon", above, and of "Omnichannel Retail: How to build winning stores in a digital world", https://amzn.to/2N4Unkh ) Richard Hammond: https://www.linkedin.com/in/uncrowdceo/ (author of "Smart Retail: Winning Ideas and Strategies from the Most Successful Retailers in the World (4th edition)" - https://amzn.to/2KLe5ih - and the newly-released "Friction/Reward: Be your customer's first choice" - https://amzn.to/2KNccS9 Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal. 

Back in the studio for this episode we're joined by three retailers covering feet, handbags and vintage. David Williams is the Senior Director of Direct to Consumer, EMEA and Japan for Deckers Brands and we hear about the multichannel business, skills and working in Japan. Deckers brands comprise Ugg, Teva and Hoka. Rhea Jeffery is the Head of eCommerce at Beyond Retro and we hear of the global scale of the business, their "Rag Pickers", sustainability, and the role of data is planning the myriad trends and supply chain challenges. Rachel Glynn is the head of ecommerce at Radley and we hear about the brand's journey from Camden Market stall in London to a global brand that blends luxury with playfulness.  Vera Hartmuth is Marketing Director at Salesforce and joins us as co-host for the first time! Welcome, Vera :)   Run time: 50 minutes.   Information: David Williams: https://www.linkedin.com/in/davidwilliams-ecommerce-and-omnichannel-director/ Rhea Jeffery: https://www.linkedin.com/in/rheajeffery/ Rachel Glynn: https://www.linkedin.com/in/rachelglynn/ Vera Hartmuth: https://www.linkedin.com/in/vera-hartmuth-7405962/ Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal. 

This month we’ve let Ian Jindal out of the studio, and he’s been on a road trip to Copenhagen. Ian was there to host a RetailCraft Dinner, where we bring together the people behind brands’ successes for an off-the-record evening of conversation. During the day, however, he visited two Danish-yet-global jewellery brands to see how they are delivering multichannel sales and experience. First stop was the Georg Jensen HQ where Ian met with Will Lockie, the global head of e-commerce. Will showed Ian around the silversmiths workshops. Photos of the visit are linked below. We then visited David Walmsley, recently appointed as chief digital and omnichannel director at Pandora. The craft and product focus within both of these businesses is exceptional, and we learn from both David and Will some of the challenges and approaches of running a global operation.   Run time: 49 minutes.   Information: Will Lockie: https://www.linkedin.com/in/willlockie/  David Walmsley: https://www.linkedin.com/in/davidwalmsley0/   Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios, and in Copenhagen at the offices of Georg Jensen and Pandora. Episode photo credit: Ian Jindal. Photograph of Will Lockie and a bust of Georg Jensen in their foyer, along with silversmiths’ hammers.

We have Luxury on our minds this episode, starting with an interview with David Boyle, Customer Insights Director at Harrods. We hear how data and insight are used to support the one-of-a-kind cross-channel experience for this unique store, and we present an extract from our conversation with David. Martin Shaw, our Head of Research, and Emma Herrod, Executive Editor join to discuss the recently-released Luxury Sector Report from RetailX.net. There's some bonus material at the end as we discuss the upcoming Grocery Sector report. You can see the Luxury Sector Report here: https://retailx.net/product/luxury-2019-sector-analyst-report/ We have a free access code for the first 50 retailer podcast subscribers - drop us a note at research@retailx.net      Run time: 49 minutes.   Information: David Boyle: https://www.linkedin.com/in/beglen/   Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Emma Herrod: https://www.linkedin.com/in/emma-herrod-5769472/  Martin Shaw: https://www.linkedin.com/in/mtshaw/   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.

Two brands (one new, one longer-standing) talking about their approach to 'the store'. As Made.com expands their central London showcase store, and Crabtree & Evelyn look to scale their 'townhouse' approach, we are privileged to chat with two of their leaders in the studio. Annabel Jack (Chief Commercial Officer, Made.com) and Ros Lawler (General Manager, Crabtree & Evelyn) join me, Jamie Merrick and Emma Herrod in the studio to discuss their businesses, growth, positioning and the role of the store. Hand cream, hand made, yoga, community, showrooming, brand and multichannel...  Emma also interviewed Annabel as the feature interview in the March issue of InternetRetailing Magazine. Download details below.   Run time: 32 minutes.   Information: Annabel Frank - https://www.linkedin.com/in/annabelkilner/ Ros Lawler - https://www.linkedin.com/in/roslawler/    Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal Emma Herrod: https://www.linkedin.com/in/emma-herrod-5769472/   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.    

Sienne Veit, (Director, Digital at John Lewis) and Alexandre Meerson (founder of the eponymous Meerson brand) join us the studio to chat over a range of topics - although we keep coming back to love! Sienne's role covers a very wide brief and is central to John Lewis' drives to be a multichannel, digitially-enabled, customer-centred business. We learn about the role, and the John Lewis approach to innovation, plus the role of digital in the UK's favourite retailer. Alexandre then takes us on a creative and commercial journey - a rare and privileged insight into the founding of a brand, the obsession with design and experience, and how to grow a brand that was born digitally yet is rooted in the personal and the exceptional.    Run time: 45 minutes.   Information:   Sienne Veit: https://www.linkedin.com/in/sienneveit/ and www.johnlewis.com  Alexandre Meerson: https://www.linkedin.com/in/meerson/ and http://www.meerson.com/  Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/ Ian Jindal: https://www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal   Recorded on location in London, UK at Spiritland Studios. Episode photo credit: Ian Jindal.