RetailCraft 25 - "Never the same again" - Stephen Langford of Marks and Spencer

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