Stories from the River

In this episode of Stories from the River, podcast host and CEO Charlie Malouf is joined by President and COO Manny Rodrigues to introduce The Lighthouse Fund, a new crisis assistance program at Broad River Retail designed to formally support Memory Makers during times of need and personal crisis.  Inspired by their faith as Scripture says to be light and by the desire to care first for Broad River's own Memory Makers, Charlie and Manny discuss why the name "The Lighthouse Fund" made sense for this program.  The fund was created from a desire to provide a dignified, systematic approach to crisis assistance for Memory Makers during their times of need - something previously handled on a less formal, more ad hoc basis. Drawing on best practices from organizations like Movement Mortgage and Riverstone Logistics, The Lighthouse Fund was established to ensure no Memory Maker has to face challenging, unexpected events alone, whether dealing with potential eviction notices arising from rent concerns; unexpected medical bills; or transportation and vehicle breakdowns. The conversation highlights Broad River Retail's longstanding culture of generosity, referencing existing support programs such as Operation Magic School Bus and Operation Tis the Season, but noting the unique, formalized nature of The Lighthouse Fund. Manny and Charlie also reflect on the collaborative journey of building the fund, from the careful vetting of partners like HelpingHands Charitable and the National Christian Foundation, to crafting a meaningful brand identity rooted in the symbolism of a lighthouse as a beacon in stormy seas.  The Lighthouse Fund was initially seed funded by the Company's owners with an invitation from other Memory Makers to contribute via payroll deduction if they voluntarily desire and choose to do so.  Amazingly, to no surprise and without an expectations, over 10% of fellow Memory Makers stepped up to initially and voluntarily donate to the fund.  Charlie and Manny are proud to see the initiative fostering a deeper sense of community, care, and compassion within the company. Additional Resources:  National Christian Foundation: https://www.ncfgiving.com   HelpingHands Charitable: https://hhcharitable.org   Donate to The Lighthouse Fund: https://hhcharitable.org/cap-programs/the-lighthouse-fund/   Movement Mortgage: https://movement.com/about   LoveWorks Booklet by Movement Mortgage: https://store.ecompanystore.com/movement/Shop/#/product/Search/MOV100032.000000-Loveworks-Booklet   Kyree's LoveWorks Story: https://www.youtube.com/watch?v=p8PdFGpbSYo   Stephone's LoveWorks Story: https://www.youtube.com/watch?v=yIH7XyZJK5U   The LoveWorks Story as featured and produced by Faith Driven Entrepreneurs: https://app.frame.io/presentations/2ccbf15a-dba4-4281-91bd-1846d0ce46b4   Riverstone Logistics: https://rlx.us   Previous series of Stories from the River:  Founders Scholarship Fund series - https://www.youtube.com/playlist?list=PLYZpX9KD7Oqb22Apq_6qBhE2-KZlRpN56   Memory Makers Helping Memory Makers - https://youtu.be/E3HZFLpIXQY   Furnishing Life's Best Memories with Operation Tis The Season - https://youtu.be/sJ--C7NIyO0   Watch this episode on YouTube: https://youtu.be/4S-XXofao0c   Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                                 Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail    

In this episode of Stories from the River, CEO Charlie Malouf wraps up a four-part mini-series on Broad River Retail's approach to budgeting, financial discipline, and their own version of the "great game of business." This episode focuses on the Q & A segment with retail leaders and general managers, diving into the practicalities and philosophies behind their monthly budgeting process.  In this series, Charlie emphasizes transparency and the importance of learning from the company's early years, their pivotal 2015 moment, and the disciplined planning and forecasting that now defines their culture. He illustrates how rigorous budgeting serves not only to meet obligations and cover fixed expenses but also to fuel growth, mutual prosperity, and performance bonuses for Memory Makers. A standout example he mentions is the story of DASH, which encapsulates their approach to abundance and responsible planning. The Q & A discussion for this episode touches on recent successes—like 91 straight months of wins—and how the company invests significant profits back into the business, from opening new stores to shoring up inventory and paying down debt. The conversation also addresses challenges tied to expanding into non-adjacent markets (such as the Spokane project), and how risks are managed to protect the "mothership." Charlie and other contributors reiterate their commitment to fair and long-term decision-making, ensuring that any growth or new ventures are weighed carefully to sustain both the company and its Memory Makers.  The episode ends on a forward-looking note, previewing new series topics like The Lighthouse Fund, which aims to support Memory Makers in times of crisis, and celebrates the company's milestone of reaching its 300th podcast episode. Watch the other episodes of the series: Building Broad River Retail: How We Play the Game of Business | Part 1 (2003-2014) - https://youtu.be/ZacOr4KMGqk     Breaking and Rebuilding: The Bold Reset That Saved Broad River Retail - https://youtu.be/67hsX3ly19A   From Scarcity to Abundance: Lessons in DASH and Budgeting at Broad River Retail - https://www.youtube.com/watch?v=8eoeU7N-Mt8   Watch this episode on YouTube: https://youtu.be/4ToD9zhKVfA  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                                 Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail    

It's the third episode of Broad River Retail's new summer series on Stories from the River, where CEO Charlie Malouf takes listeners behind the scenes of the Story of Broad River with a full explanation of Monthly Budgets and the way Broad River plays the game.  Charlie opens this episode by sharing the pivotal story of DASH (an acronym for Broad River's Home Delivery program: Delivery. Assembly. Service. in your Home.) and its transformational impact on the business.  Charlie recounts Broad River's journey from a scarcity mindset—where delivery was seen merely as a break-even cost and low fees resulted in subpar delivery service—toward a spirit of abundance. By restructuring delivery pricing, investing in higher-quality service, and introducing commissions for Memory Makers on delivery sales, the company cultivated mutual prosperity and elevated both customer and Memory Maker experience while also boosting profitability. The DASH program became not just a service, but a brand differentiator, emphasizing white-glove care and quality that customers truly value. Charlie also dives into the evolution of the company's financial discipline, particularly the budgeting process, as Broad River moved from turbulent years and near-bankruptcy to a streak of consistent profitability. He discusses how transparent goals, departmental accountability, and a dual-budget approach—conservative bank budgets and more moderate stretch retail performance budgets—have helped drive both financial reliability and the rewarding of Memory Makers through generous bonuses. This approach nurtures a people-centric, performance-driven culture with a focus on long-term, shared success. Throughout the episode, Charlie stresses the importance of playing the long game, embracing change, and fostering a culture where Memory Makers are challenged, supported, and can share in the company's abundance. Watch the first two episodes of the series: Building Broad River Retail: How We Play the Game of Business | Part 1 (2003-2014) - https://youtu.be/ZacOr4KMGqk    Breaking and Rebuilding: The Bold Reset That Saved Broad River Retail - https://youtu.be/67hsX3ly19A  Watch this episode on YouTube: https://youtu.be/8eoeU7N-Mt8  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                                 Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail    

Welcome to the second episode of Broad River Retail's new summer series on Stories from the River. This episode continues to listen in on the talk that CEO Charlie Malouf gave to the retail leaders on July 10th, 2025, at the in-person, offsite, monthly GM Rx meeting in Charlotte, North Carolina. Charlie revisits the pivotal year of 2015—a crucible moment and turning point for the company. What began with excitement over new store acquisitions, a major ERP conversion, and a new HQ quickly unraveled into operational chaos, financial strain, and a brush with bankruptcy. Thrown into the bank's Special Assets division, Broad River faced a defining moment. Charlie candidly shares how the team, rather than folding, began holding weekly cross-departmental "Change the News" meetings during the 2nd quarter of 2015. Those meetings then led into the launch of a Bold Reset and a 100 Day Challenge. They restructured operations and entered into a period of massive creative reinvention to create what would become modern-day Broad River Retail.  By focusing on core stores, reallocating talent, and embracing a more transparent, human-centered culture, the company stabilized and returned to profitability. The year ended not in ruin—but with renewed hope, resilience, and a stronger foundation for the future. Come back next week for the rest of the story and the conclusion of Charlie's presentation on The Story of Broad River Retail and the way we play the game. Watch the first epsiode of the series:  Building Broad River Retail: How We Play the Game of Business | Part 1 (2003-2014) - https://youtu.be/ZacOr4KMGqk  Listen on Apple Podcasts: https://podcasts.apple.com/us/podcast/stories-from-the-river/id1608553391  Spotify: https://open.spotify.com/show/0tB33vSX8cRc7OHmeQgbSS    Watch this episode on YouTube:  https://youtu.be/67hsX3ly19A  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                                 Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail   

Welcome back to Stories from the River and a brand new summer series! This new series comes from a talk that CEO Charlie Malouf gave to the retail leaders on July 10th, 2025, at the in-person, offsite, monthly GM Rx meeting in Charlotte, North Carolina. The acronym 'Rx' stands for "Retail Excellence" and also is our prescription for how we win the month, the quarter, and the year. The topic of this talk and of this series began as "Monthly Budgets Explained." But, to really explain the way that the Company sets its monthly budgets, Charlie presented the full story of how we got here with a presentation that can be called, "The Story of Broad River Retail and the Way We Play the Game - Our Version of the Great Game of Business." In the first part of this talk, Charlie took a moment to reminisce on Broad River Retail's beginnings. This episode is part one of a four part series that will feature Charlie's keynote from the meeting as well as some audience questions.  In this first episode, Charlie addresses the much-requested topic of how monthly budgets are developed, emphasizing the importance of transparency and context. He shares stories from the company's foundational years (2003 - 2014), tracing its journey from its early days as Ish Moore, Inc., the establishment of the 2nd operating company, Hillsboro Retail Group, Inc., and the creation of the 3rd operating company, Broad River Furniture, Inc.  Through significant milestones, challenges during the Great Recession, buying out one of the cofounders, surviving the Great Financial Crisis, and pivotal decisions that shaped Broad River into the premier Ashley Store operator it is today. Charlie relates lessons learned from both successes and failures, highlighting the company's relentless pursuit of excellence and the value of collaboration.  In the next episode, Charlie will be focusing on the transformative events of 2015 and beyond.  Additional Resources: Nick Saban Video Clip on High Standards that was played at the beginning of this presentation - "Mediocre People Don't Like High Achievers, and High Achievers Don't Like Mediocre People" - https://www.youtube.com/watch?v=14_PNe3lcaE From Stories from the River General Manager Series - https://www.youtube.com/playlist?list=PLYZpX9KD7OqbAb8ZN5KEk5fCQt0vLMaXR From Stories from the River Founders Scholarship Fund Series - https://www.youtube.com/playlist?list=PLYZpX9KD7Oqb22Apq_6qBhE2-KZlRpN56 From Broad River's Archives - the Savvy Spaces YouTube Channel - https://www.youtube.com/@SavvyFurniture "The Great Game of Business" by Jack Stack - https://www.amazon.com/Great-Game-Business-Expanded-Updated/dp/0385348339 The Great Game of Business - https://www.greatgame.com/ Watch this episode on YouTube: https://youtu.be/ZacOr4KMGqk  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                                Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

On this episode of Stories from the River, the Scholarship Fund Series wraps up with it's fourth and final episode. President Manny Rodrigues introduces listeners to scholarship recipients Jordyn Collins, Don and Joseph Limekuller, and Vince Sayles, who share their journeys as they prepare for college and the next chapter in their lives. Each scholarship recipient discusses their school selection process, academic interests, extracurricular passions, and the impact the scholarship has had on them and their families. They reflect on overcoming self-doubt, the importance of authentic essays, and the pride they feel as many are first-generation college students or pioneers within their families. Throughout the episode, these young scholarship recipients express gratitude for the support and encouragement they've received and offer advice to future applicants: be genuine, focus on personal growth, and don't be afraid to step outside your comfort zone. From stories of leadership in student government and community volunteering to the important lessons learned from athletics, music, and faith-based communities, the episode highlights the diverse paths these scholars are forging. The closing message celebrates the Founders Scholarship Fund's role in uplifting Memory Makers and their families, encouraging continued support and involvement for future generations. Watch the other videos in this series: Empowered to Learn: The Impact of the Founders Scholarship - https://youtu.be/g2ubeaebLyM    Dreams in Motion: Kate & Tamya's College Pathways - https://youtu.be/YnZUehdI_9g   College Countdown: Scholarship Winners Discuss College Expectations - https://youtu.be/tqLta1vwKDI  Watch this episode on YouTube: https://youtu.be/tqLta1vwKDI   Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                                Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome back to the Scholarship Fund Series on Stories from the River! In this third episode, Manny Rodrigues introduces the special guests, including for the first time ever, two brothers—Don and Joey Leimkuhler—both scholarship recipients and sons of Memory Maker Janet Leimkuhler.  They are joined by fellow scholarship winners Kate Nettles and Jordyn Collins, who share their excitement and anticipation for starting college, from dorm decorations and campus exploration to the thrill of making new friends and joining clubs. Each guest reflects on their high school experiences and offers tips for future students, encouraging balance between academics and personal passions. Throughout the episode, the college-bound scholarship recipients open up about their chosen majors, from criminal justice to business administration, and discuss what excites them most about campus life, such as unlimited meal swipes, athletic programs, and forming lifelong friendships. They offer honest insights into study habits, favorite study snacks, and the importance of building community. The conversation is filled with humor, sincerity, and practical advice, underlining the value of living out the company's purpose of "furnishing life's best memories" not just at work, but in the next chapter of life as well. Watch the other videos in this series: Empowered to Learn: The Impact of the Founders Scholarship - https://youtu.be/g2ubeaebLyM   Dreams in Motion: Kate & Tamya's College Pathways - https://youtu.be/YnZUehdI_9g  Watch this episode on YouTube: https://youtu.be/tqLta1vwKDI  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                               Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

In the second episode of the Scholarship Fund Series on Stories from the River, we meet four remarkable women from the Broad River Retail community: Shari Nettles, Kate Nettles, Shamieka Smith, and Tamya Ormond. Shari, Senior Marketing Manager, and Shamieka, Customer Experience Specialist, reflect on their journeys as proud parents of scholarship recipients and share how their daughters are stepping into exciting new chapters. Kate is headed to East Carolina University to study exercise physiology, while Tamya, inspired by her professors and mentors, is attending North Carolina Central University to pursue early childhood education. Both moms express heartfelt pride in their daughters' perseverance, kindness, and determination—and emphasize the importance of starting conversations about higher education early. Kate and Tamya open up about the key influences in their lives, including the role of sports, supportive teachers, and strong family foundations. They speak about their hopes for college, gaining hands-on experience, forming lasting friendships, and ultimately making an impact in their communities. At the heart of this episode is a celebration of growth, leadership, and opportunity, made possible through the power of education and the unwavering support of the Broad River community. Watch the first part of this series: Empowered to Learn: The Impact of the Founders Scholarship - https://youtu.be/g2ubeaebLyM  Watch this episode on YouTube: https://youtu.be/YnZUehdI_9g  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to the first episode of this season's Scholarship Fund Series on Stories from the River! In this kickoff episode, Manny Rodrigues, President & COO of Broad River Retail, explores the profound impact of Broad River Retail's Founders Scholarship Fund—launched in 2019 to honor co-founders Jonathan Ishee and Jackson Moore. Created to support the educational goals of our Memory Makers and their families, the fund has already empowered more than 40 recipients on their academic journeys. This episode hears from two of this year's scholarship recipients—Lindsay Shelby, HRIS Analyst, People Allies, and Emily Boyle, Visual Impact Manager, Visual Impact Rockstars—who open up about their personal paths, the challenges they've overcome, and the difference this scholarship has made in their lives. Lindsay is pursuing a bachelor's degree in human resources with a focus on talent development at Mercer University, while Emily is earning her master's in professional writing at Liberty University. Their stories are filled with perseverance, purpose, and a deep appreciation for the Broad River community. Hear how they're redefining their futures, fueling their passions, and embracing the discipline it takes to grow—both academically and personally. Watch this episode on YouTube: https://youtu.be/g2ubeaebLyM  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

It's the fourth and last episode of the General Manager series on Stories from the River as host Heather Greenwood welcomes Ric Rush and Joshua Stanely, two seasoned General Managers at Broad River Retail.  Both Ric, Senior General Manager of Port City, The Mariners, and Joshua, Senior General Manager of Special Forces, Pinehurst Patriots, share insights from their extensive journeys with the company, discussing the unique challenges and rewards of leading multiple store locations. They emphasize the importance of fostering a positive culture, building trust, and creating an environment where Memory Makers feel supported and empowered to grow both personally and professionally. The conversation also explores how Broad River's investment in its people—through training, leadership development, and recognition—drives personal success and company growth. The leaders highlight the company's purpose of "furnishing life's best memories," not only for guests but for Memory Makers as well, celebrating milestones such as million-dollar sales achievements and career advancement.  Both Ric and Joshua stress that being a General Manager at Broad River is fast-paced and action-oriented, offering those willing to take the leap a vibrant, supportive, and competitive career path where high performance is recognized and rewarded. Watch the other episodes in this series! Behind the Scenes with Broad River Retail's General Managers: Heart, Hustle, and Culture - https://youtu.be/2AJKPAxjQJQ  Leading With Heart: General Managers Chris Morrell and Mitch Dixon on People, Passion, and Retail - https://youtu.be/b2yEN0TvSco  More Than Managers: General Managers as Builders of Trust and Talent - https://youtu.be/2AJKPAxjQJQ  Watch this episode on YouTube: https://youtu.be/S4Sa4LRQhAY  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

We're back with the third episode of the General Manager series on Stories from the River! Heather Greenwood hosts a lively discussion with two dynamic General Managers from Broad River Retail: Troy Walker, who leads the Columbia Bloodline, and Jason Sessoms, General Manager of the Aiken Thoroughbreds. The conversation dives into their journeys with the company, highlighting the evolution of the General Manager role over the years—from a focus solely on selling furniture to embracing standardized processes and fostering a culture of consistency across stores. Both Troy and Jason share how their roles center around competition, setting the tone each day, and cultivating a winning mindset among the Memory Makers in their stores. The episode also explores the importance of recruiting, training, and retaining top Memory Makers, with Jason emphasizing the long-term value of investing in people through thorough onboarding and continuous development. Troy reflects on building successful groups by fostering trust, supporting each other's growth, and ensuring that the right people are in the right seats. Both General Managers pay tribute to their personal and professional mentors—especially their multi-unit leader Dana—for her supportive and impactful leadership. They celebrate Broad River Retail's ongoing investment in Memory Makers' growth and development and offer advice for those seeking a rewarding, people-first career at the company. Watch the other episodes in this series! Behind the Scenes with Broad River Retail's General Managers: Heart, Hustle, and Culture - https://youtu.be/2AJKPAxjQJQ  Leading With Heart: General Managers Chris Morrell and Mitch Dixon on People, Passion, and Retail - https://youtu.be/b2yEN0TvSco 

Welcome to the second episode of the General Manager series here on Stories from the River! Heather Greenwood sits down with two esteemed General Managers from Broad River Retail: Mitch Dixon of Rock Hill Raiders and Chris Morrell of Team Gold Rush. Both share their journeys within the company, discussing what it means to translate the company's vision into reality at their stores. Chris emphasizes the importance of having seasoned, passionate Memory Makers on his roster, highlighting how the General Manager role focuses on turning strategy into daily action and nurturing a supportive environment. Mitch, fresh off the grand opening of Rock Hill, underscores success not just by numbers, but by the happiness and growth of the Memory Makers he leads, driving home the point that people are at the center of everything they do. The discussion dives into what makes Broad River's culture unique—especially the emphasis on empowering Memory Makers as intrapreneurs, fostering a sense of ownership and entrepreneurial spirit at every level. Both Chris and Mitch recount standout moments—from success stories where Memory Makers doubled their earnings and made life-changing purchases, to heartfelt guest interactions, such as the story of an Ashley sofa saving lives during Hurricane Helene. Through candid reflections, they explain how leadership, resilience during challenging days, and a caring, driven culture have shaped their own careers and those of the Memory Makers around them. The episode wraps up with advice for those in the industry: Broad River is a place where you're truly valued, supported by Leaders who care about people as much as results. Watch this episode on YouTube: https://youtu.be/b2yEN0TvSco  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to the first episode of the General Manager series here on Stories from the River! Heather Greenwood kicks off a special series focusing on the pivotal role of the General Manager at Broad River Retail. Filming from the Ashley store in Pineville, North Carolina, Heather is joined by Dana Mallory, District Manager of the Savage South, and Renee Bradley, Associate Director of Retail Onboarding and Education, two outstanding leaders who have both served as General Managers and now support, teach, and motivate current General Managers throughout the company. The conversation delves into the unique culture at Broad River, emphasizing how General Managers act as the nucleus and heartbeat of each store—driving sales performance, shaping store culture, and forging authentic connections with Memory Makers and guests alike. Dana and Renee share their perspectives on what makes someone a successful General Manager; stressing qualities like influence, curiosity, adaptability, resiliency, and, above all, the ability to lead wholeheartedly. Unlike other retailers, Broad River's General Manager role is highly focused on sales and fostering a positive, impactful culture. They also discuss why Broad River stands out as a great place to work: the strong family-oriented culture, the focus on leadership development, and the balance between high performance and genuine care for people. Renee and Dana encourage aspiring General Managers from other retailers to consider Broad River, not just for competitive compensation, but for the opportunity to be part of something bigger—furnishing life's best memories for Memory Makers, guests, and the community. Watch this episode on YouTube: https://youtu.be/kV_IoPG9O6c  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, guest host Tyler Trill, Senior Communications Manager at Broad River Retail, sits down with Broad River Retail's IT experts Robert Ferguson, Associate Director, IT Infrastructure & User Services, and Tim Sobkowiak, Associate Director, Retail Technology & Project Management, to dive into the world of cybersecurity, with a specific focus on phishing attacks.  The discussion breaks down how phishing techniques have evolved from suspicious emails to sophisticated text messages, QR code scams, and AI-powered voice impersonations. Robert and Tim share real-life examples of successful phishing scams, explain why these attacks remain effective, and offer practical advice on how to recognize and respond to threats. Key takeaways include the critical roles of strong passwords, multi-factor authentication, and most importantly, ongoing education for every team member—not just IT. The episode emphasizes that staying safe online is everyone's responsibility, both at work and at home. Listeners will walk away better prepared to spot and stop phishing attempts before they cause harm. Watch this episode on YouTube: https://youtu.be/Aj8A5NqKmq8  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, guest host Kim Harkness sits down with Rachel LoPresto, the Corporate Events Manager, to go behind the scenes of Broad River Retail's signature gatherings, including the annual Sleep Summit at the Charlotte Motor Speedway. Rachel reflects on her first year in the role—highlighting her favorite moments, especially the Experts Soirée, and discussing what goes into crafting memorable and purposeful events for the Memory Makers. Together, they explore how listening to needs, coordinating with premier partners, and creating engaging, themed experiences help drive team connection, learning, and excitement for new products—all while keeping the focus on business goals, like elevating Sleep ROI. The conversation expands into the full range of company events, from Learning & Development events like the Sleep Summit's to marque events like the Home Furnishing Experts Soirée and the Memory Maker Gala, and celebrating the Company's growth through Grand Openings and Grand Reopenings. Rachel shares insights into the creative planning that goes into venue selection, unique giveaways, and fostering community ties during Grand Openings—including charity partnerships and regional touches like custom coffee carts and local treats. Looking ahead, Rachel expresses excitement for new challenges, particularly the upcoming, pioneering Spokane Grand Opening, while also sharing a few personal summer traditions and rapid-fire preferences. The episode is a vibrant exploration of how intentional details and a focus on Memory Maker experience set Broad River's events apart. Watch this episode on YouTube:  https://youtu.be/KR19YwfJmnY  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In the second part of this two-part series on Stories from the River, Heather Greenwood welcomes Memory Makers from the recent Sleep Summit held at the Charlotte Motor Speedway.  The conversation brings together insights from various Memory Makers, who share how the summit has influenced their approach on the sales floor, deepened their product knowledge, and enhanced their confidence in connecting guests with the perfect sleep solutions. Memory Makers discuss specific takeaways that challenged or energized them, how sleep training translates into improved guest experiences, and the role ongoing education plays in boosting both individual success and company growth. Hear from: -Cristina Shields, Sales Manager, VIP, The Hype -Isaiah Taylor, Home Furnishing Consultant, Flagship Enterprise -Brett Farmer, Home Furnishing Associate, Rock Hill Raiders -Jaylon Fisher, Sales Manager, Sleep, Albemarle Aces -David Boyd, Sales Manager, Sleep, Hub City Hive -Melanie Pratt, Home Furnishings Professional, Hub City Hive -Kota Bennett, Sales Manager Expert, VIP, Port City -Jefferson Lizaire, Sales Manager Expert, Sleep, Augusta Annihilators  Beyond product expertise, the episode delves into the unique culture at Broad River Retail. Memory Makers reflect on the importance of connection, collaborative learning, and the company's investment in their growth—citing moments of genuine care and camaraderie, from knowing each other's names to celebrating personal milestones. Many mention how the Sleep Summit reinforces the family-like environment and support system that sets Broad River apart, inspiring them to pioneer new levels of performance and leadership as they look ahead to 2025. The episode closes with reminders to tune in for upcoming special segments and to engage with the Stories from the River community across platforms. Part One of the Sleep Summit series:  Grid, Grit & Guest Experience: A Summit to Remember - https://www.youtube.com/watch?v=9lBGUfKMt2I   Watch this episode on YouTube:  https://youtu.be/WayK5G4P13c  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this special two-part edition of Stories from the River, Heather Greenwood guest hosts to spotlight the highlights of the recent Sleep Summit held at the Charlotte Motor Speedway. The episode features eight Memory Makers from various Broad River Retail locations, sharing their unique experiences, key takeaways, and the powerful "aha" moments that made the event memorable.  Hear from: -Cristina Shields, Sales Manager, VIP, The Hype -Isaiah Taylor, Home Furnishing Consultant, Flagship Enterprise -Brett Farmer, Home Furnishing Associate, Rock Hill Raiders -Jaylon Fisher, Sales Manager, Sleep, Albemarle Aces -David Boyd, Sales Manager, Sleep, Hub City Hive -Melanie Pratt, Home Furnishings Professional, Hub City Hive -Kota Bennett, Sales Manager Expert, VIP, Port City -Jefferson Lizaire, Sales Manager Expert, Sleep, Augusta Annihilators  Each Memory Maker, representing various sales and sales management roles, reflects on how the Summit broadened their perspectives, enhanced their knowledge of innovative sleep products like Purple, Tempur-Pedic, and Sealy mattresses, and inspired new ways to connect with guests. Their collective enthusiasm underscores the Summit's value as an opportunity for learning, growth, and genuine connection. Throughout the episode, Memory Makers discuss not only the fun and interactive energy of the Summit, but also the practical techniques and product demonstrations that sparked their excitement to bring new ideas back to their showrooms. Memorable anecdotes include trying out the latest mattress technologies, engaging in sales demonstrations like "float the grid," and sharing personal stories that highlight the importance of guest comfort and finding the right sleep solutions. The episode concludes with a strong sense of passion for delivering life-changing experiences through thoughtful product recommendations and a consistent dedication to guest satisfaction.  Come back on Thursday for part two!  Watch this episode YouTube:  https://youtu.be/9lBGUfKMt2I  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome back to Stories From the River, where Charlie Malouf continues his conversation with Bradley Sullivan, the General Manager of the award-winning Albemarle Aces, for an in-depth discussion on leadership, motivation, and what it takes to build a high-performing retail team at Broad River Retail. Against the energetic backdrop of the Charlotte Motor Speedway, Bradley shares how his obsession with performance metrics, consistency in routines, and a deep investment in the growth of his Memory Makers have been the driving forces behind his team's repeated successes, including multiple top store awards and coveted cheeseburger trophies for sleep sales excellence. He highlights the importance of embodying the business, emphasizing the motto "be the business," and fostering a culture that values both results and personal connections. Bradley delves into the unique culture of the Albemarle Aces, describing it through the metaphor of poker—where patience, strategy, and embracing the hand you're dealt are essential to winning. He reflects on meaningful moments, like witnessing Memory Makers achieve personal financial milestones and seeing them feel at home in the store's nurturing environment. Motivated by the desire to create a legacy of excellence, Bradley stresses the importance of passionate leadership, the impact of teaching others to surpass their own expectations, and a love for "playing the game." The episode wraps up with Bradley sharing personal anecdotes about family, literature, and the comeback journey that's defined his return to Broad River, leaving listeners inspired to lead with heart and a competitive spirit. Additional resources: The Motive: Why So Many Leaders Abdicate Their Most Important Responsibilities by Patrick Lencioni - https://www.amazon.com/Motive-Leaders-Abdicate-Important-Responsibilities/dp/1119600456   The Outsiders by S.E. Hinton - https://www.amazon.com/Outsiders-S-Hinton/dp/014240733X   The Count of Monte Cristo by Alexandre Dumas - https://www.amazon.com/Count-Monte-Cristo-Wordsworth-Classics/dp/1853267333   Marry the Process, Divorce the Outcome: Lessons on Success with Keith Jones - https://youtu.be/z3autMe8m3Y   Broad River's Original Purpose Summit, Purpose 8:28 (held on 8.28.2019) - https://www.purpose828.com    Watch this episode YouTube:  https://youtu.be/4qfkK_n6mD4  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, host Charlie Malouf sits down with Bradley Sullivan at the Charlotte Motor Speedway to dive into Bradley's unique journey as a Memory Maker at Broad River Retail. Bradley, affectionately known as Sully, recounts his path from his early days in the furniture business, his meaningful recruitment experience at the transformative Purpose 8:28 event (Bradley's 'Day Zero' in Fort Mill, South Carolina, on August 28, 2019), and his rise through various leadership roles within the Company—from his start in Cary as an AGM with Michael Childers, to taking on the GM role in Bull City, to revamping the culture at the Ashley Outlet in Charlotte, N.C., on South Boulevard (which changed its identity during Bradley's tenure from the Boulevard Bulldogs to the "Boulevard Believe"), and now leading the Albemarle Aces to success. Bradley's remarkable story is marked by resilience, personal growth, and a knack for seeing potential in the underdog. Throughout the conversation, Bradley emphasizes his love for developing people, not just selling furniture. He highlights how culture is the cornerstone of thriving stores and shares heartfelt stories about the Albemarle Aces' journey to becoming a top-performing memory-making group, including winning the North American Ashley Store of the Month a record-setting three times within the past five months. The discussion also explores the importance of confidence, overcoming setbacks, and the challenge of consistency in retail. Bradley gives a special shoutout to the individual Memory Makers who make the Albemarle Aces shine, reinforcing the deep bonds and connections that drive success within Broad River Retail. Additional Resources: Broad River's Original Purpose Summit, Purpose 8:28 (held on 8.28.2019) - https://www.purpose828.com   Watch this episode YouTube:  https://youtu.be/3irD0s0Rpic  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, host Charlie Malouf sits down with Jose Blanco, the General Manager of the Glenwood Gladiators, as part of the GM Series. Coming to you from the Charlotte Motor Speedway during a week of special events, the two dive into Jose's extensive 11-year leadership journey at Broad River Retail. Jose shares stories from his beginnings in liquidation furniture sales prior to joining The River and then through his progression through nearly every possible leadership role across many store locations—including Hickory, Arden, Asheville, Matthews, University, Columbia, Northeast Columbia, Fayetteville, Southern Pines, and now at the Raleigh Outlet (a/k/a the "Glenwood Gladiators"). With each move, he highlights his adaptability, focus on sales growth, and a deep commitment to leading by example. Jose credits much of Broad River's evolution to the adoption of consistent processes, like the C4 playbook, and emphasizes how these have shifted the Company from a store-by-store approach to a unified operational culture. Jose opens up about understanding the analytics of the business and those learnings that he gained during the preparation from the Orange Crush tours. Jose opens up about the importance of building trust, showing genuine care for other Memory Makers, and creating a family atmosphere in every store he leads. He discusses the rewarding aspects of being a GM, from celebrating high-performing Home Furnishings Consultants achieving the elite Home Furnishings Expert status, to fostering cultures where everyone feels supported and heard—regardless of age or background. Jose's story also touches on his personal challenges, including being legally blind, and expresses gratitude for the Company's support.     As the General Manager, Jose discusses how he constantly wants to be the lead learner and drops the mic when he says that 'Learning is an everlasting gobstopper.' Throughout the conversation, Charlie highlights Jose's resilience, service-driven leadership, and the perspective on growth at Broad River that is driven by its leaders like Jose: growing as far as their Memory Makers will take them. The episode concludes with advice for top sales professionals who may be contemplating a leap into leadership, underscoring the performance-driven, transparent, and deeply supportive environment that makes Broad River's GM role unique. Watch this episode YouTube:  https://youtu.be/Rg_dzfjKxMQ  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

In this episode of Stories from the River, host Charlie Malouf welcomes Alexis Strafuss, the General Manager of the Augusta Annihilators, during the GM Rx and the Mission Possible Sleep Summit at the Charlotte Motor Speedway. Alexis shares her journey from food and beverage management into the furniture retail world with Ashley, starting in 2020 in Florida during the COVID-19 pandemic. She describes her growth from a Rookie Sales Associate to various leadership roles, including her first General Manager position in Inverness, Florida, and later at flagship locations with Ashley Global Retail (AGR) in Florida, highlighting her successes such as winning Rookie of the Year and Top Gun awards, and even earning a vacation to Napa Valley as part of various incentive programs. The conversation dives deep into Alexis's leadership philosophy, especially her focus on culture and the well-being of Memory Makers. She discusses the rebranding of their Augusta store to the Augusta Annihilators, complete with the vulture mascot "Vinny," chosen for representing loyalty, passion, teamwork, and drive. Alexis emphasizes the importance of listening and connecting with her Memory Makers, fostering a competitive yet uplifting environment where everyone feels heard and motivated to excel. Her thoughtful and intentional approach to leadership, grounded in her competitive sports background and previous management experiences, shines throughout the episode, as she shares her ambitions to continue growing—setting her sights on a regional manager position by 2027. Watch this episode YouTube:  https://youtu.be/nbMqOnA-l4E  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, host Charlie Malouf takes viewers and listeners on a behind-the-scenes journey through Broad River Retail's 2nd Quarter Companywide Town Hall that took place on Friday, May 16, 2025. He explains the origins and purpose of the quarterly Town Halls, highlighting how they have become a crucial channel for transparent communication and engagement with Memory Makers across the company. Charlie walks through the meticulous planning and collaborative preparation that goes into these events, emphasizing the blend of important companywide updates, recognition of recent promotions, the celebration of new leaders, and shout-outs for outstanding achievements—like high retention rates and major awards for the Company or specific departments. The Town Hall is packed with insights on organizational performance, business goals, and the values that unite everyone at Broad River, all delivered over 113 slides and an engaging live Zoom chat with hundreds of Memory Makers tuning in. The episode also captures key business highlights and initiatives, such as progress towards sales goals, store remodels and conversions to the Ashley 7.0 format, and the launch of new product lines like Ashley Luxe. Charlie and other leaders discuss continued innovation, operational efficiency, and the company's growing community impact, including Founders Scholarship awards and charitable giving milestones. There is a special focus on the Company's major projects like Project Cascade—Broad River's expansion into Spokane, Washington—and operational successes like record-low return rates in home delivery. The episode wraps up with encouragement for all Memory Makers leading into the busy Memorial Day retail weekend, a reminder about the meaning behind the holiday, and a look ahead to future episodes and possible summer updates from The River. Watch this episode YouTube: https://youtu.be/xpKABVpQ0R4  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

This episode marks the fifth and final installment in the Ashley's 'Right to Win' Boot Camp series on Stories from the River, hosted by Charlie Malouf. The focus of this series is a four-day intensive training held across eight host locations, aimed at elevating the product knowledge and confidence of Broad River's Memory Makers. Charlie interviews Kensley Phillips, Jim Walker, and Josh Hatchell from the Flagship Enterprise, along with Angel Santana from the Rock Hill Raiders, as they reflect on their biggest takeaways and practical insights from the Boot Camp. The Memory Makers emphasize how the training dramatically increased their understanding of Ashley's product quality, manufacturing processes, and competitive advantages, inspiring pride and confidence in representing the brand. Throughout the discussion, the Memory Makers share how the training went beyond typical product information, delving into the benefits behind each feature and offering new strategies to help customers connect with Ashley's story of quality, sustainability, and innovation. They highlight the value of continuous learning, the impact of intentional investment in their growth, and a deep sense of belonging within Broad River. The Boot Camp not only revitalized their passion for customer interaction but also equipped them with new language and knowledge, empowering them to stand out on the sales floor and contribute to Broad River's ongoing success.  There's enthusiastic anticipation for future sessions, with the group agreeing that ongoing education is vital for personal and professional growth in a Memory Maker's journey. Previous episodes in this Ashley's 'Right to Win' Boot Camp Series:  Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp - https://www.youtube.com/watch?v=Owyi81Q9dOU      Ashley's Right to Win Boot Camp is a Force Multiplier - https://www.youtube.com/watch?v=MHhcdcNEG4o    Power in Preparation: Inside the Product Knowledge Boot Camp with Chris Berrier: https://youtu.be/MLKum9AwskI    Memory Makers On Sustainability, Innovation and Product Quality at Ashley's 'Right to Win' Boot Camp - https://youtu.be/0hNtGoNLAZU  Watch on this episode YouTube: https://youtu.be/R03T17gq1OE  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

In this episode of Stories from the River, we continue the Ashley's 'Right to Win' Product Knowledge Boot Camp series, focusing on insights from four Memory Makers who participated in the intensive training event at the flagship Pineville location. Joined by Kensley Phillips, Jim Walker, Angel Santana, and Josh Hatchell, the conversation highlights each Memory Maker's unique perspective on the boot camp's hands-on approach—especially impressive demonstrations showcasing the durability and innovative construction of Ashley Furniture products, like standing on dresser drawers and sofas to prove their strength. The Memory Makers emphasized how the boot camp deepened their understanding of product materials, Ashley's commitment to sustainability, and the cutting-edge processes that set their furniture apart from competitors. Throughout their interviews, Memory Makers expressed appreciation for the engaging, interactive training style, led by energetic instructors like Teresa, which kept everyone involved and eager to learn. The episode underscores how this experience not only boosted their product knowledge and confidence in sharing Ashley's story with customers but also equipped them with new skills to inspire excellence in their fellow Memory Makers. The takeaways ranged from technical details about materials like LVL (Laminated Veneer Lumber) and mixed woods to newfound pride in the brand's long-lasting quality. Ultimately, the episode serves as a testament to how effective, immersive training can empower Memory Makers to deliver superior guest experiences and articulate the unique value of Ashley Furniture. Previous episodes in this Ashley's 'Right to Win' Boot Camp Series:  Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp - https://www.youtube.com/watch?v=Owyi81Q9dOU     Ashley's Right to Win Boot Camp is a Force Multiplier - https://www.youtube.com/watch?v=MHhcdcNEG4o   Power in Preparation: Inside the Product Knowledge Boot Camp with Chris Berrier: https://youtu.be/MLKum9AwskI   Watch on YouTube: https://youtu.be/0hNtGoNLAZU  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to the third episode in the Ashley's 'Right to Win' Product Knowledge Boot Camp series from Stories from the River. Charlie Malouf introduces Chris Berrier, Area Manager of Supernova in the North region. The conversation highlights the extensive boot camp training underway, which draws Memory Makers from three states, taking place in eight different host stores, with sessions led by experienced trainers like Teresa Thompson from Ashley Furniture's Field Sales team. The training focuses primarily on deepening product knowledge across various categories, while also weaving in essential sales techniques to help Memory Makers better connect with guests and boost both confidence and performance. Chris shares insights on the broader impact of such hands-on learning, emphasizing the vital role it plays in both immediate sales success and long-term growth for Broad River Retail. He points out that investments like these not only sharpen skills—embodying the "iron sharpens iron" philosophy—but also contribute to higher retention and better paychecks for HFCs (Memory Makers).  The conversation covers how Chris plans to sustain the momentum after the boot camp, from ongoing coaching to refresher activities, and reinforces the value of an open, eager approach to learning. Chris leaves listeners with advice for new Memory Makers: "Be a thief of knowledge," always ready to soak up information. Wrapping up, he suggests that bringing the sleep category into future training sessions will bolster confidence even further, and sums up the boot camp spirit with a proposed T-shirt slogan: "Be ready." Previous episodes in this Ashley's 'Right to Win' Boot Camp Series:  Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp - https://www.youtube.com/watch?v=Owyi81Q9dOU   Ashley's Right to Win Boot Camp is a Force Multiplier - https://www.youtube.com/watch?v=MHhcdcNEG4o   Watch on YouTube: https://youtu.be/MLKum9AwskI  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to the second episode in the latest series from Stories from the River - Ashley's 'Right to Win' Product Knowledge Boot Camp. Today, Charlie Malouf sits down with Teresa Thompson, Ashley Furniture Industries Field Sales Manager and trainer at this year's Boot Camp held in Pineville, North Carolina (one of the eight host sites for the training sessions).  Teresa shares her journey from a long career in retail, including stints at Williams Sonoma and in fine jewelry, to her current role with Ashley, where she is part of the original group that launched the field sales training initiative. She highlights her passion for training and developing talent, especially in onboarding and product knowledge, and explains how Ashley's thorough and extensive 12-week onboarding—complete with factory visits and hands-on learning—set up the new field sales training team up for success. The conversation delves into the origin and success of the "Right to Win" Boot Camps, describing them as intensive, interactive sessions designed to instill confidence and deep product knowledge in retail sales consultants. Teresa outlines how these boot camps are tailored to individual licensees and retailers, focusing on Ashley's unique strengths and how to leverage those against competitors. She emphasizes the positive cultural atmosphere at Broad River, the long-lasting impact of the training on sales and morale, and the importance of keeping Memory Makers engaged through active participation.  Come back next week for attendee impressions and more stories from this year's Ashley's 'Right to Win' Product Knowledge Boot Camp.  Watch on YouTube: https://youtu.be/MHhcdcNEG4o  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to a brand-new series on Stories from the River as we go behind the scenes of Ashley's 'Right to Win' Product Knowledge Boot Camp with Charlie Malouf and Renee Bradley as they unpack what it means for Broad River Retail. Find out how this company-wide training is shaping retail teams and driving results across multiple locations. Charlie and Renee sit down at the Pineville Flagship Ashley Store location and discuss the massive undertaking involved in orchestrating this four-day, multi-site training initiative. Over 330 Memory Makers from all aspects of retail — ranging from Home Furnishings Consultants (HFCs) to General Managers — participated across eight different host locations, all designed to enhance product knowledge and sales confidence within the organization. Renee shares details about the logistical coordination, collaboration with Ashley Furniture field sales trainers, and the intentional timing of the event between major sales periods to maximize impact. The conversation highlights not only the practical aspects of the boot camp, such as the five and a half hour sessions packed with demonstrations on features like Platform Seating and performance fabrics, but also the deeper goals of building community, ensuring consistent retail rhythms, and cultivating a sense of excitement and confidence among the Memory Makers.  And how do we measure success?  After the training, success is measured through specific retail performance metrics like sales per guest (SPG) as well as through surveys and anecdotal feedback from participating Memory Makers. Renee underscores the value of in-person training for fostering engagement and lasting sales excellence, and closes with a forward-looking perspective, emphasizing continuous improvement, community, and the shared purpose that unites everyone at Broad River Retail. Join us again on Thursday to take a glimpse into a conversation Charlie has with Teresa Thompson, a field sales manager with Ashley Furniture Industries, and Ashley's 'Rights to Win' Boot Camp's most talked about trainer on Stories from the River. Watch on YouTube: https://youtu.be/Owyi81Q9dOU  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

We're back for part four of our Retail Operations series on Stories from the River! In this second half of a dynamic two-part conversation, guest host Sam Blum, Director of Customer Experience, continues the discussion with a powerhouse panel from Broad River Retail. Jessica Blackstock, REM of Mooresville, Nathan Jeter, GM of Mooresville, Cindy Orrick, Sales Audit Manager, and Karrin Reed, Manager of Retail Inventory, dive even deeper into the collaborative spirit that drives success across departments. From building trust with store teams to cross-training efforts and building consistency across locations, this episode highlights how strong relationships and shared goals fuel efficiency, accuracy, and exceptional guest care. The group reflects on how far they've come—from feeling siloed to operating as an integrated support system—and how Retail Ops continues to evolve thanks to technology, training, and heart. You'll hear impactful stories, leadership insights, and laughter along the way as the panel celebrates what it truly means to be a team. This episode is packed with practical wisdom and authentic connection—don't miss it! This episode on YouTube: https://youtu.be/JX9vtjKovPY  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

This lively episode of Stories from the River marks part three of our Retail Operations series! Guest host Sam Blum, Director of Customer Experience, brings together a dynamic group of retail collaborators from Broad River Retail to spotlight the essential partnerships that power day-to-day operations. Nathan Jeter, General Manager of Mooresville, and Jessica Blackstock, REM of Mooresville, share how their close working relationship ensures smooth processes and exceptional guest experiences—Jessica, often compared to a lineman protecting the “quarterback,” safeguards every order from start to finish. Meanwhile, Cindy Orrick, Sales Audit Manager, and Karrin Reed, Manager of Retail Inventory, explain how their teams serve as a vigilant “second pair of eyes,” supporting store Memory Makers behind the scenes and drawing on their own REM experience to provide proactive and empathetic support. The conversation dives deep into collaboration—highlighting daily communication habits as well as innovative approaches that have streamlined audits and inventory management through shared expertise and technology. From stepping in to save guest experiences to transforming perceptions of audit partners, the group showcases a culture of open communication, continuous improvement, and unwavering teamwork. The conversation doesn't stop here—tune in to Thursday's episode for part two with this inspiring crew! This episode on YouTube: https://youtu.be/ekuY0Q-_Y00  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Guest host Sam Blum, Director of Customer Experience, is joined by three Retail Operations leaders from Broad River Retail — Wes Dudley, VP of Customer Experience & Retail Operations, Andrew Bartlett, Associate Manager, Retail Operations, and Katrina Batchelor, Associate Manager, Retail Operations. Together, they explore how the Retail Ops team has grown, transformed, and redefined its role in delivering exceptional support to both Memory Makers and guests. From their unique journeys into Retail Ops to navigating early inefficiencies and learning curves, the group shares how the department has become more agile, innovative, and forward-thinking. They dive into the creation of the Associate Manager role, the importance of building strong store partnerships, and the culture of collaboration and consistency that fuels their work today. Looking ahead, they share how Retail Ops plans to be pioneers in 2025 and beyond, including efforts to standardize processes, expand digital tools, and continue empowering teams to provide seamless experiences. The episode wraps with a fun twist—each guest shares which fictional character best represents Retail Ops, spotlighting the adaptability, grit, and heart of the team. Don't miss this insightful conversation about the evolution of a team that's always moving forward! This episode on YouTube: https://youtu.be/n1U7Vx6wlLY  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the first episode in our special Stories from the River series spotlighting the evolution and impact of Retail Operations at Broad River Retail! In this nostalgic kickoff episode, guest host Sam Blum, Director of Customer Experience, is joined in studio by a panel of incredible pioneers who helped lay the foundation for what we now know as Retail Ops: Kellie Jones, Senior Manager of Retail Operations, Molly Angelo-Teisch, Associate Manager of Retail Operations – North, and Cathy Aleman, Senior Retail Experience Manager. Together, they take a trip down memory lane—reflecting on what Guest Services looked like nearly a decade ago, from fielding countless store calls and manually uploading documents, to the early inefficiencies that sparked a need for change. Listeners will hear how the team navigated a major transformation—moving from a support-heavy model to a system that empowered Home Furnishing Consultants to own the guest journey, supported by new technology, training, and structure. Through it all, these Memory Makers share how they supported stores, embraced change, and built a culture focused on service, innovation, and operational excellence. The episode wraps with reflections, pride in the journey, and a fun twist: each guest shares the theme song they think best captures the spirit of Retail Ops. Don't miss this foundational episode—and be sure to tune in for Part Two coming soon! This episode on YouTube: https://youtu.be/d9hMVBQ9gWU  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

In this episode of Stories from the River, Broad River Retail's CEO and host Charlie Malouf takes listeners behind the scenes at Broad River Retail to discuss a sudden and impactful development in the home furnishings industry: tariffs. Charlie reflects on the recent announcement of reciprocal tariffs, focusing particularly on the shock of a proposed 46% tariff on goods imported from Vietnam, a country where Ashley Furniture Industries (a principal supplier) has a significant manufacturing presence. He explores how these rapid changes in trade policy could disrupt pricing, demand, and overall market stability—especially given that home furnishings are often considered discretionary purchases. Charlie ties in the uncertainty of tariffs with larger economic and industry rhythms, likening the sudden shock to the COVID-19 shutdown. Throughout the episode, Charlie emphasizes the importance of focusing on what can be controlled, even in times of external uncertainty. He encourages Memory Makers to continue showing up every day with a commitment to a premier guest experience, operational excellence, and long-term growth strategies, regardless of economic headwinds. He highlights that Broad River Retail remains committed to its goals and vision, adjusting expenses and plans only as needed without losing sight of the bigger picture. Charlie wraps up with well wishes for Easter and reminds listeners that while tariffs introduce unpredictability, the company's core values and dedication to guests remain constant. He offers a preview of upcoming episodes and encourages everyone to maintain their focus, adaptability, and pioneering spirit in service of both their guests and the organization's future. Book Referenced: The Furniture Wars: How America Lost a 50 Billion Dollar Industry by Michael Dugan - https://www.amazon.com/Furniture-Wars-America-Billion-Industry/dp/1439225109/     Links used: https://edition.cnn.com/2025/04/13/sport/rory-mcilroy-wins-career-grand-slam-masters-spt/index.html  https://www.nbcconnecticut.com/news/national-international/fact-check-trumps-misleading-tariff-chart/3535201/   https://www.cnbc.com/2025/04/02/trump-reciprocal-tariffs-countries-chart-imports-united-states.html  This episode on YouTube: https://youtu.be/lw0aNARuVB4  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the third episode of the Knights of the Ledger Summit series from Stories from the River! We continue the Q&A with Broad River Retail's CEO, Charlie Malouf with Hope Stocker, Manager, Retail Accounting, as guest host. Charlie shares stories about his early jobs, from mowing lawns at a young age to working in his uncle's deli and eventually serving as a busboy and waiter. The discussion highlights what Charlie's most proud of about Broad River Retail, the challenges he and the team faced in 2015 when Broad River was at a critical point, and his determination to steer the company away from the brink of bankruptcy. Despite the adversity, Charlie's leadership, driven by optimism and resilience, was pivotal in turning the company's fate around, embodying the Stockdale Paradox of unwavering faith through hardship. The episode also explores Charlie's life beyond Broad River, focusing on his commitment to family and health. He shares tidbits of family activities, like attending his son's track meet and celebrating birthdays, emphasizing the importance of balancing work with personal life. Throughout the conversation, Charlie reflects on the significance of legacy and stewardship, envisioning a future where Broad River continues to thrive long after his leadership tenure. He underscores the role of investing in oneself, learning continuously, and passing on knowledge to future Memory Makers to ensure the company's enduring success. The session concludes with a Q&A segment, where Charlie provides advice on entrepreneurship and recommends impactful books that have shaped his journey. Charlie's favorite books: Win the Day by Mark Batterson - https://www.amazon.com/Win-Day-Journal-Harness-Power/dp/0593192869   The Road Less Stupid (Advice from the Chairman of the Board) by Keith J. Cunningham - https://www.amazon.com/The-Road-Less-Stupid-audiobook/dp/B07DJWQ7JN   Everybody Matters by Bob Chapman - https://www.amazon.com/Everybody-Matters-Extraordinary-Caring-People/dp/1591847796   The Power of Moments by the Heath Brothers - https://www.amazon.com/Power-Moments-Certain-Experiences-Extraordinary/dp/1501147765   Recommended Family-Friendly Finance and Money Management App for Kids and Teens:  Greenlight - https://greenlight.com   This episode on YouTube: https://youtu.be/hX0JNo94vMw  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the second episode of the Knights of the Ledger Summit series from Stories from the River! Hope Stocker, Manager, Retail Accounting, guest hosts this episode and sits down with Broad River Retail's CEO, Charlie Malouf, for a Q&A about the company's growth and future opportunities with questions from the summit attendees. Charlie talks about the company's pioneering spirit in their northwest expansion, particularly with the introduction of Project Cascade and its entry into the Spokane market. This ambitious project is all about cascading Broad River's award-winning culture to a new territory which will introduce new and unique challenges to overcome, such as operating a single-store market with limited resources. Hope and Charlie also delve into the importance of retail leadership, explaining how having top-tier general managers is crucial for maintaining consistency and excellence across their stores. The episode highlights Broad River's dedication to innovation and staying ahead of the competition, as demonstrated in their bold initiatives like launching Riverstone Logistics and introducing an elevated home delivery service branded as Ashley DASH. Charlie emphasizes the company's commitment to reinvesting in their Memory Makers and communities through ventures such as an upcoming Crisis Assistance Fund and potential mission trips to further enrich their award-winning culture. Looking ahead, Charlie outlines the exciting opportunities for Broad River, targeting ambitious growth goals, maintaining excellent retail performance, and potentially exploring new regional markets beyond 2025, all while nurturing their unique company culture. Additional Resources: "The Explorer's Gene: Why We Seek Big Challenges, New Flavors, and the Blank Spots on the Map" by Alex Hutchinson - https://www.amazon.com/Explorers-Gene-Challenges-Flavors-Blank/dp/0063269767   This episode on YouTube: https://youtu.be/CzHJ8RkD9UM  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to a the new Knights of the Ledger Summit series from Stories from the River! This episode captures a presentation that podcast host and Broad River CEO Charlie Malouf gave at the 2nd Annual Knights Summit on March 26, 2025, in Fort Mill, South Carolina.  Charlie begins by sharing insights into Broad River's growth journey over the last 20-plus years, focusing on past milestones and plans for the next year including Project Cascade, which aims to expand the company's geographical reach into the Inland Northwest in Spokane, Washington. Charlie discusses the four key areas of focus for 2025: driving revenue, continued innovation, operational efficiencies, and ensuring fortress security. He also discusses longer term future plans like the 2030 vision to grow to $500 Million. He emphasizes the importance of the pioneering spirit, encapsulated by the word "Pioneer," which was chosen as the company's 2025 word of the year. This encapsulates the aim to be innovative and exploratory in their endeavors. Charlie further engages the audience with thought-provoking exercises that demonstrate the power of compounding and investing in oneself. Through interactive dialogue, he illustrates the potential of small, consistent improvements leading to significant growth. This aligns with Broad River's philosophy, which values goal-setting and strategic planning to achieve long-term growth. Charlie reiterates the importance of Memory Makers in realizing these goals, noting that the company's success hinges on their growth and development. Overall, this episode serves as both an informative and a motivational session, aiming to prepare the finance department, fondly known as "Knights of the Ledger," for future challenges and opportunities. 21:24 "Nobody ever drifted to a destination they would have chosen." -Michael Hyatt 28:05 "If someone offered you a penny that doubles every day for 30 days or a million dollars today, which would you take?"  32:09 "If you improve by 1% every day, within a year you will have improved 365%. Think about that"  33:57 "When nothing seems to help, I go and look at a stonecutter hammering away at his rock perhaps a hundred times without as much as a crack showing in it. Yet at the hundred and first blow it will split into two, and I know it was not that blow that did it, but all that had gone before." - Jacom Riis The Stonecutter's Credo 34:27 "The best investment you will ever make is in yourself." Warren Buffett  This episode on YouTube: https://youtu.be/rX0TnFIQCmY  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the second mini-series episode introducing People Allies on Stories from the River! In this episode Heather Greenwood, Director, People is joined by Renee Bradley, Associate Director of Retail Onboarding and Education, and Nicole Gere, Senior Manager of Talent Acquisition, integral leaders of the People Team at Broad River Retail. Together, they discuss the transformation from a traditional Human Resources Department into the more dynamic People Team shedding light on the profound change in perspective and operations. The conversation reflects on the unveiling of the People Department and its emblematic elephant logo, which symbolizes strength, wisdom, and protection, mirroring the values and work culture that the team wants to instill and embody across the organization. Renee and Nicole share their experiences and insights on what it means to be a "People Ally," emphasizing the team's commitment to creating exceptional experiences for all Memory Makers. Nicole discusses the pivotal role her talent acquisition team plays as the first point of contact for potential Broad River Memory Makers, while Renee reflects on her journey and the shift from Human Resources to a more partner-focused People Department. They delve into their department's vision and strategies, highlighting the "RIGHT" approach—doing the right thing, the right way, for the right reasons. The episode concludes with personal reflections on the upcoming spring and summer, underscoring the deep connection to the community and the importance of experiencing joy and growth, both professionally and personally. This episode on YouTube: https://youtu.be/qNTWscUPFkw  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the mini-series Introducing People Allies on Stories from the River! Heather Greenwood, Director, People, hosts a thought-provoking discussion with Carlos Mendez, Manager, Learning & Development, and Emelyne Henderson, Manager, Memory Maker Experience, about Broad River Retail's transformation from the Human Capital Department to People. The episode begins with Heather introducing her guests and exploring their roles at the company. Carlos talks about his year-and-a-half experience with Broad River and the sense of connection and care that characterizes the People Team. Emelyne reflects on the department's growth from a small group that used to meet weekly to a much larger team requiring monthly all-hands meetings. She fondly recounts the shift from Human Resources to Human Capital and now, to People, as part of the company's ongoing effort to stay relevant and strategic while focusing on the business as well as the individual needs of its Memory Makers. The conversation further delves into the significant December 2024 meeting where the department's name change was revealed. Heather, Emelyne, and Carlos share their thoughts on this transition, emphasizing the power of being seen as allies to the Memory Makers. Emelyne remembers the initial uncertainty to change but highlights how the department has elevated by involving Memory Makers in decision-making processes. Carlos shares the excitement and energy of presenting end-of-year projects, noting how the name shift aligns with their vision for constant innovation and strategic support. The episode concludes with optimistic anticipation for the upcoming year, focusing on the implementation of new projects and strengthening leadership within the department, all while maintaining the core value of being true allies to the people at Broad River Retail. This episode on YouTube: https://youtu.be/Uxz1XZMXMrU  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the fourth episode of our C4 series on Stories from the River, in which we go behind the scenes at a recent C4 Sales Training event in Charlotte and speak with some of the Memory Makers at Broad River Retail who attended.  Essentially, this episode has two components.  Half of the episode features Head Coach Stacey McCormick providing a robust explanation and unpacking of the purpose and science of our proprietary C4 process.  The other half of the episode features interviews and feedback from three Memory Makers who participated in the recent C4 training class.   Head Coach Stacey McCormick welcomes you back and dives into the intricacies of the C4 training process at Broad River Retail, explaining its significance in creating memorable experiences for guests. Stacey highlights that the C4 process is foundational for how guests should experience stores, focusing on key aspects of the C4 process -  Connecting, Customizing, Committing, and Continuing relationships with guests. Stacey emphasizes the importance of language, timing, and positioning in sales, anchoring the process on authentic connections with guests to foster long-term relationships. He also stresses the necessity of having the right mental and physical positioning to create positive impacts and enjoy mutual success with the guests. Stacey also provides the five personal and emotional Connection principles:  1. Connect and engage. 2. Be fun, endearing, and build credibility. 3. Influence outcomes. 4. Be urgent. 5. Extend the relationship. The 2nd half of this episode features insights from Madelin Brown, VIP Sales Manager, Ebony Lee, Home Furnishings Professional, and Steven Ramjit, Regional Manager of the North, who share their experiences with the commission-based environment at Broad River Retail. They discuss how the supportive and collaborative atmosphere among Memory Makers promotes productivity and a sense of family rather than competition. The Memory Makers elaborate on how connecting with guests authentically helps in customizing services to meet their needs, fostering trust and building credibility.  The answer questions related to the biggest myths of commission sales, the biggest takeaways from the C4 training, and how various tools like Draw the Room and 3X optimize the process. The episode emphasizes that following the C4 process ensures a consistent and rewarding experience for both Memory Makers and guests. Additional resources: Pre-Suasion: A Revolutionary Way to Influence and Persuade by Robert Cialdini - https://www.amazon.com/Pre-Suasion-Revolutionary-Way-Influence-Persuade-ebook/dp/B01C36E2YS   The C4 Process Series Connecting the Dots - How C4 Customizes the Memory Maker Experience - https://youtu.be/W2CWJJ3YF38   Harnessing C4 Techniques: Improve Retail Performance with Connect and Customize - https://youtu.be/zcVz2-UBWsQ   The C4 Playbook: Focusing on the Fundamentals - https://youtu.be/zgHImYaAbHk  This episode on YouTube: https://youtu.be/635LhND724Y  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the third episode of our C4 series on Stories from the River, in which we go behind the scenes at a recent C4 Sales Training event in Charlotte and speak with some of the Memory Makers at Broad River Retail who attended.  Head Coach Stacey McCormick introduces this episode and dives into the purpose for and the evolution of the C4 process at Broad River Retail. This C4 process focuses on Connecting, Customizing, Committing, and Continuing as a sales strategy. Stacey has worked extensively to transform the C4 process from a single-page overview into a refined, structured approach that reduces variability in guest experiences. Memory Makers, whether or not they are new or have been with The River for years, participate in C4 training to train, hone, refine, and refresh their skills and ensure a consistent and exceptional guest journey. The goal is to provide a roadmap to provide consistent retail experiences as they assist guests with their home furnishing needs, catering to individual demands without the typical sales pressure while also being able to influence the outcomes in a mutually beneficial way. The episode features insights from Madelin Brown, Ebony Lee, and Steven Ramjit, who share their experiences with the two-day C4 sales training event. Madelin, a VIP Sales Manager, and Ebony, a Home Furnishings Professional, emphasize the importance of connecting with guests on a personal level to meet their needs comprehensively. Steven, the Regional Manager of the North, appreciates the unique nature of the training and the direct involvement of Stacey McCormick, valuing the hands-on approach that equips Memory Makers to deliver exceptional service. The biggest takeaways for the Memory Makers included a shift in mindset towards always seeking additional opportunities during a sale, building higher sales tickets, and the value of creating a consistent, guest-focused experience. The C4 process helps build lasting relationships with guests and the regular C4 sales training events foster a culture of continuous learning within the organization. Additional resources: The MR.MO series with Coach Stacey  A Primer on Business Operating Systems - https://www.youtube.com/watch?v=VRQNLtuOsQY   The Origin Story of Mr. Mo - https://www.youtube.com/watch?v=yuHenu3l51U   How Mr. Mo Changed the Game for Broad River Retail - https://www.youtube.com/watch?v=ApFNYx_wZJo   Accelerating to a Retail Revolution and an A+ Life with Mr. Mo - https://www.youtube.com/watch?v=kYp1WDneO7E   This episode on YouTube: https://youtu.be/zcVz2-UBWsQ  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to the second episode in our series covering the C4 process at Broad River Retail on Stories from the River!  This episode focuses on how Memory Makers can enhance their sales strategies through connecting and customizing. Host Charlie Malouf introduces this episode that welcomes back Gabby Cobos, General Manager; Bryan Clark, VIP Sales Manager; and England Montgomery, Home Furnishings Consultant, who each offer unique perspectives from the recent two-day C4 training. The episode explores the misconceptions about working in commission sales, with Bryan clarifying that commission-based income can actually be predictable with consistent performance. England and Gabby further share their insights on the importance of genuine connections with guests, emphasizing non-business greetings and honesty as key elements to establishing rapport. The speakers delve into the "customize" aspect of the C4 process, where understanding a guest's personal space through tactics like "Draw the Room" can significantly enhance the sales experience. They highlight how this approach allows for better customization, fostering a deeper connection with guests by helping them envision their home spaces. The role of sleep in the C4 process is also discussed, underscoring the importance of promoting healthy sleep options while providing a comprehensive service. The episode concludes with conversations about professional goals for 2025 and the impact of the C4 training on achieving these objectives, reinforcing the value of following a structured but adaptable sales process.   This episode on YouTube: https://youtu.be/zgHImYaAbHk  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

In this Stories from the River episode, host Charlie Malouf introduces a new series focusing on the C4 process at Broad River Retail!  The C4 process, comprised of Connect, Customize, Commit, and Continue, is central to Broad River's approach to sales. It emphasizes the importance of connecting with guests and customizing their shopping experience. This episode kicks off a four-part series featuring insights from three of Broad River's retail Memory Makers: Gabby Cobos, General Manager; Bryan Clark, VIP Sales Manager; and England Montgomery, Home Furnishings Consultant. These Memory Makers share their experiences and perspectives on the C4 process, highlighting its significance and effectiveness in achieving consistent results in sales. The Memory Makers express their appreciation for the company's investment in their development, noting the importance of the two-day intensive C4 sales training led by head coach and EVP of Retail Performance Stacey McCormick. They emphasize how the training enhances their ability to connect with customers and furnish life's best memories. Gabby Cobos highlights the unique aspect of the C4 process, where customers are put in the driver's seat, and Bryan Clark appreciates the ability to customize the process and make it his own. Overall, the episode provides insights into how the C4 process contributes to Broad River's success and the commitment to continuous learning and development. This episode on YouTube: https://youtu.be/W2CWJJ3YF38  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

In this episode of Stories from the River, Charlie Malouf welcomes Gabby Cobos, the new general manager for the Salisbury, North Carolina store, which has been recognized as the 2024 Ashley store of the year. Gabby shares her unique journey from Ecuador to the United States, settling in Orlando, Florida, where she began her career with Ashley Corporate. She started as a customer service representative and worked her way through various roles, including Office Manager, Sales Manager, and General Manager. Her passion for training and development led her to serve as a regional trainer for Ashley in Florida, responsible for onboarding and developing Memory Makers across 26 stores. Gabby shares that she has even been the host of a podcast.  During her tenure at Ashley Furniture, Gabby also was able to interview three people for their own, internal podcast, called Ashley Spotlight, which was shared internally via their intranet on Ashley Discovery. Gabby's transition to Broad River Retail as a General Manager is driven by her belief in continuous growth and a passion for furnishing life's best memories. She appreciates Broad River's culture, their emphasis on words like "Memory Maker" and the value placed on personal development. Gabby is excited to be part of a company that aligns with her values and offers opportunities for professional growth.  Gabby shares her goals for 2025 along with her habits that serve her well (like practicing gratitude and positive affirmations) and the best advice she's received.  She's looking forward to investing in herself in 2025 while making a significant impact at the Salisbury store. Gabby encourages others considering a move to Broad River to take the leap, highlighting the culture and sense of being part of something bigger. Additional Resources: Loving Our Memory Makers - The Power of Memory Maker Appreciation Week! - https://www.youtube.com/watch?v=T7_-ZVZlnq0   This episode on YouTube: https://youtu.be/oGwTfbOBpVQ  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

In this special episode of Stories from the River, Manny Rodrigues, Presiden & COO of Broad River Retail, welcomes Charlie Malouf, CEO of Broad River Retail, and host of the podcast, into the studio. The discussion focuses on a significant new venture for Broad River Retail: the planned expansion into Spokane, Washington,and the Inland Northwest, scheduled for late 2025 or early 2026. Charlie explains that the decision to move into a 101,000 square foot former Macy's at NorthTown Mall in Spokane was driven by a chance conversation with an executive from Ashley Global Retail. The venture represents a strategic expansion aimed at broadening Broad River's traditional aperture relative to new markets and seizing new growth opportunities. The project is known as "Project Cascade" because it involves an attempt to expand and replicate Broad River's culture and operational methods far from its current geographical base, and the Cascade Mountains are nearby geographically. Charlie highlights the rationale behind choosing Spokane as a market, citing the opportunity to select prime real estate and the potential of the greater market area, which boasts a population approaching one million. The project will include a dual-store concept featuring a 7.0 Ashley Store with an Ashley Outlet and an expansive Sleep Shop on the 3rd floor.  In fact, the Spokane store will be the first multi-level, multi-floor store that Broad River will open.  Manny and Charlie emphasize the importance of executing this venture in the "Broad River Way," ensuring a blend of cultural values and operational excellence. This expansion provides growth opportunities for current Memory Makers, with several already expressing interest in contributing to the success of the Spokane store.  This episode on YouTube: https://youtu.be/2Q_H3Mjltjk  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

Welcome to Season 4 of Stories from the River! Host and CEO of Broad River, Charlie Malouf, kicks off season four by introducing Broad River Retail's Word of the Year for 2025—"Pioneer."  Guests Heather Greenwood and Will Luke discuss their roles in the new, creative process of selecting the Company's Word of the Year. Historically, the Word of the Year has been selected by the executive team, but this year, a collaborative and innovative approach was introduced during a Leadership offsite meeting in early November.  The Leadership Team was separated into three teams of six people, and each team had to use guidelines and a framework to present their suggested Word of the Year for the Company for 2025.  Each team was charged with the responsibility of nominating and presenting a word, aiming to find one that adhered to the framework and encapsulated the zeitgest (the spirit of the times) for the country, the industry, the Company, and its Memory Makers. Heather and Will describe their journey and thought process in choosing "Pioneer" as their final submission. They originally considered "Forge" but later pivoted after realizing one of its negative connotations. The word "Pioneer" was chosen for its multi-dimensional nature, symbolizing courage, innovation, and leadership. Although unexpected, the word resonated deeply with Charlie and the executive team, as it aligned with their vision of empowering Memory Makers to be intrapreneurs and drive forward-thinking growth initiatives. The episode concludes with a discussion on how the word Pioneer will guide organizational programs and individual actions throughout the year, aiming to inspire Memory Makers to embrace change and propel Broad River Retail into exciting frontiers. This episode on YouTube: https://youtu.be/4RmDdkvV51g  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                              Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail  

We are back behind the scenes of the Grand Reopening of the Raleigh Glenwood store! In the 3rd and final episode of this series, host Charlie Malouf speaks with Rich Smith, the General Manager of the Raleigh Glenwood store, following the grand reopening ceremony and ribbon cutting of their remodeled 7.0 Ashley Store on Glenwood Avenue. Rich, who began working with Broad River Retail in July 2022, shares his journey from joining as an Associate General Manager in Cary to being promoted as the General Manager of various locations, including leading the nearby Raleigh Outlet (a/k/a the Glenwood Gladiators) and the Cary Crushers to great success as GM of those two stores.  The focus of the conversation is on the challenges and triumphs of guiding a team through a store remodel, emphasizing the importance of maintaining energy and motivation among the Memory Makers throughout the process. Rich highlights the transformed showroom's clean and organized appeal, aligning with current market trends and elevating the shopping experience. The episode also delves into the importance of relationship building with guests, as Rich recounts a touching story of helping a guest unexpectedly furnish her home within her financial means. He stresses that providing an exceptional retail experience revolves around understanding and connecting with guests from diverse backgrounds. The conversation is peppered with a discussion on future goals, including achieving titanium status and the potential rebranding of the Raleigh Reign as the Rainmakers. Throughout the episode, Rich embodies enthusiasm and optimism, driven by a belief in his team's capacity to elevate the shopping experience and achieve new heights in sales and customer satisfaction in the competitive retail furniture landscape. This episode on YouTube: https://youtu.be/e2ZyTLXWv1Y  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

Welcome back to the Grand Reopening of the Raleigh Glenwood store! In this episode of Stories from the River, Charlie Malouf, CEO, hosts Karen Ohar, the Associate Director of Visual Impact for Broad River Retail. Karen shares her journey with the company since joining in October 2017 and discusses her significant role in overseeing the renovation and remodel of the Raleigh Glenwood store. The conversation highlights Karen's responsibility for overseeing 33 stores alongside Janet Leimkuhler, Broad River's Director of Visual Impact, focusing on the meticulous planning and execution required for store remodels. Karen explains the intricate processes involved in a store conversion to a 7.0 model, including coordinating with construction and merchandising teams, setting timelines, and the precision required to manage the movement and display of products without disrupting the shopping experience for customers. Karen emphasizes the importance of specialization within the Visual Impact Memory Makers to efficiently complete the remodel, which resulted in one of the quickest turnaround times for a floor reset, receiving and arranging 5,000 cubes of products in just ten days. The remodeled store offers a refreshed look with improved areas like the Millennium area, featuring high-value and elevated-design Ashley furniture collections. The episode also sheds light on the positive reception from the Raleigh store team and customers, with an overall excitement for the store's enhanced aesthetics, such as improved lighting and expanded areas. Karen concludes by expressing her anticipation for future renovations, aiming to continue enhancing shopping experiences at Broad River Retail locations. This episode on YouTube: https://youtu.be/V-mp85JMCbQ  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

Welcome to the Grand Reopening of the Raleigh Glenwood store!  In this episode of Stories from the River recorded on location inside of the newly renovated Ashley 7.0 Store following the Ribbon Cutting from the Grand Reopening, host Charlie Malouf welcomes Lindsey Walton, Home Furnishing Expert, back to the show. Lindsey has been with Broad River Retail at the Raleigh store since May 2018 and takes the opportunity to discuss the grand reopening of the Raleigh location following a significant remodel. Lindsey shares her experiences of working through the renovation process while keeping the store open and maintaining customer service standards. The remodel, referred to as an Ashley 7.0 Store design, features updates such as brighter lighting, contemporary walls, and polished concrete flooring, which have received positive feedback from returning guests. Lindsey also discusses the expanded and vastly improved Sleep Shop, highlighting the variety and quality of new mattresses now available. She shares her excitement for the new Active Breeze from Tempur-Pedic and the dozen new Sealy Posturepedics.  She expresses excitement about new furniture collections, including her favorite, the Elissa Court, which features trendy Nuvella fabric. Lindsey shares her optimistic outlook for the year, focusing on achieving higher sales goals and potentially setting records in the newly revamped sleep area. To close, she offers impactful business advice, emphasizing the importance of getting comfortable with being uncomfortable, which speaks not only to advice for professional growth but also to personal growth. This episode on YouTube: https://youtu.be/jHCdrBI6gVM  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

Welcome back to the second episode of the Freshworks series on Stories from the River! Guest host Sam Blum led a discussion with Wes Dudley and Anita Harris, recognized as the CX Executives of the Year, and Alicia Thompson, a River award recipient for 2024. From Freshworks, Patrick Rhodes and Lauren Lee join the conversation.   They discussed the benefits and lessons learned from utilizing Freshdesk, highlighting its positive impact on operational efficiency and customer satisfaction. Wes Dudley and Anita Harris emphasized the effective change management process, credits to Alicia Thompson, which allowed the organization to seamlessly transition to the new platform before the busy retail season. Anita shared that the new automations have decreased mistakes and improved efficiency, resulting in minimal customer complaints and a positive overall experience for their Memory Makers using Freshdesk. The episode also explored the future plans and potential upgrades within the Freshworks platform, as well as the significance of ongoing partnership and collaboration between Broad River and Freshworks. Alicia and Anita highlighted the exciting upcoming features that Freshdesk offers, such as a knowledge base and a customized customer portal, which aims to enhance problem resolution speed and customer engagement.  Together, they further delved into the importance of a technology solution that is adaptable to the client's needs, ultimately enhancing the customer experience while maintaining a humanized approach. Throughout the episode, there was a strong emphasis on trust, collaboration, and the shared goal of continuously improving the customer service journey with the aid of Freshdesk technology. This episode on YouTube:  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

Welcome to the first episode of the Freshworks Series on Stories from the River! To kick off the series, guest host Sam Blum leads a vibrant discussion about Broad River Retail's integration with Freshworks' Freshdesk platform. Sam introduces Wes Dudley and Anita Harris, recognized as the CX Executives of the Year, and Alicia Thompson, a River award recipient for 2024. From Freshworks, Patrick Rhodes and Lauren Lee join the conversation.  The dialogue revolves around the vendor selection process, the decision-making journey, and the implementation of Freshdesk. Anita Harris elaborates on how Broad River is leveraging Freshdesk to manage customer concerns efficiently, making use of its case management ticketing system. Alicia Thompson highlights that Freshdesk serves multiple departments, including sales audit and inventory, beyond the customer-facing sides of the business. The transition to Freshdesk has had a significant impact due to its collaboration capabilities, which align well with the needs of Broad River's various Memory Makers. The episode details the advantageous features of Freshdesk, such as its ease of use, supportive admin side, and collaborative potential, emphasized by Anita and Wes. Patrick Rhodes and Lauren Lee speak to the personalized approach and partnership that Freshworks offered, making them the perfect fit for Broad River. Freshdesk has become a valuable tool in enhancing customer service and adaptability within Broad River Retail. This episode on YouTube: https://youtu.be/-tqzveb9wg0  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

Welcome back to the final episode in our 2024 Memory Maker Awards Gala Series!  In this episode, we hear from seven Retail Performance and Retail Operations Memory Makers shortly after each of them accepted their River Award.  Jamar Wray, Katrina Batchelor, Chris Wright, Kent Williams, Mike Cohen, Jeff Willis, and Kerry Malak share their inspiring personal journeys and milestones within the company that led to a successful 2024 and to being recognized with a presitigious River Award at the Gala. They all were awarded and recognized in their respective categorires, showcasing their dedication and the thriving culture of excellence at Broad River Retail. Their reflections highlight the importance of teamwork, leadership, mentorship, and personal growth, with these Memory Makers emphasizing how collective success leads to individual achievements. The episode also delves into the personal growth that 2024 brought for these Memory Makers, with many experiencing professional advancements, new responsibilities, and deeper connections with their peers. Jeff Willis and Chris Wright both express pride in their teams and the supportive environment that has allowed them to excel. The discussion emphasizes the importance of setting and achieving goals, the support network among Memory Makers, and the culture of learning and development at Broad River. The Memory Makers offer insights into their success, underscoring the value of building relationships, embracing challenges, and continuously seeking personal improvements for future success. This episode on YouTube: https://youtu.be/KgOnXgPM4ww  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail 

In today's epsiode of Stories from the River, we are back at the 2024 Memory Maker Awards Gala!  We hear from four River Award recipients after accepting their award and walking off the stage. Memory Makers Maddie Seymour, Supply Chain; Nicholas Del-Rosario, Operations; Angel Lockwood; Visual Impact; and Allie Webb, Finance, share their personal journeys and milestones while working at Broad River. Maddie, who has been with the company for nearly three years, reflects on how her growth at work has paralleled her personal development, particularly as a mother. Nicholas discusses his transition from sales to operations, attributing his success to the support of his management. Angel expresses her gratitude for being recognized, and Allie shares her appreciation for the collaborative effort that her role relies upon. They also recount the surprise of being recognized, not knowing they would be awarded. Maddie enthuses about how significant this recognition is, comparing it to achievements she had not received since middle school days. Nicholas, Angel, and Allie echo sentiments of surprise and honor, and discuss how the year 2024 was pivotal in their professional growth and achievements at Broad River. They conclude with insights into what it takes to be successful at Broad River, emphasizing belief in oneself, dedication, teamwork, and tackling each day as a fresh opportunity. This episode on YouTube: https://youtu.be/oGZO4sEagBk  Visit https://www.storiesfromtheriver.com for more episodes. Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com                             Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail