Retail Disrupted

Asda's Tickled Pink campaign has raised a whopping £100 million over 30 years. This isn't just fundraising — it's embedding a cause into the culture of a business. 🎗️🩷 In this episode, I sit down with the team behind it all — Emma Betts (Asda), Rachel Carrington (Breast Cancer Now), and Jo MacSween (CoppaFeel!) — to unpack why this partnership why been so successful, both socially and commercially. What retail leaders will take from this: → Why long-term charity partnerships outperform short-term campaigns — commercially and culturally → How supplier involvement turned a cause into a £2.5M fundraising engine → The "phygital" future: combining physical and digital channels to drive awareness and donations → Why £1.8M came from self-checkout tills alone — and what that tells us about micro-donations → How CSR strategy can drive measurable shifts in customer behaviour and brand perception This is a fabulous feel-good story. It's also a masterclass in purpose-led retail strategy. 🫶 🎙️ Guests:  Emma Betts — Head of Tickled Pink Partnership, Asda Rachel Carrington — Head of Principal Partnerships, Breast Cancer Now Jo MacSween — Director of Fundraising, CoppaFeel!   Retail Disrupted™ is a Top 5% Global Podcast hosted by retail analyst and author Natalie Berg. New episodes explore the trends reshaping the future of shopping. 🔔 Subscribe to our YouTube channel for weekly retail insights https://www.youtube.com/@retaildisrupted 

What does the CEO of Morrisons actually think about AI, shopper loyalty, and the pace of change? Retail analyst Natalie Berg shares five direct learnings — then River Island's Tech Director reveals how fashion is fighting the same battle. In this episode of Retail Disrupted, Natalie shares frontline intelligence from the Richmond Retail and eCommerce Directors' Forum, including rare direct access to Rami Baitieh, CEO of Morrisons (and former CEO of Carrefour France). Then Meriel Neighbour, Director of Technology at River Island, unpacks how fashion retail is navigating Gen Z's demand for speed, the returns crisis, and AI's real-world role on the shopfloor. From Morrisons: Why Rami believes "the bigger the store, the bigger the problem" How AI personalisation is driving Morrisons' e-commerce growth "Customers are loyal to their pocket" — what shopper promiscuity means for grocery and beyond The £200m+ tax burden threatening retailer pricing power and long-term planning From River Island (starts at 11 min): How social commerce and Gen Z's "I need it now" mindset are making speed-to-market a survival strategy The returns crisis: why inconsistent sizing across brands is the root cause — and how virtual try-ons could fix it River Island's internal AI platform that cut service desk calls by 80% Meriel's bold vision: AI that spots a mannequin on the street, adds the outfit to your basket, and has it at your desk before you arrive For retail leaders navigating disruption — this is essential listening. 🎙️ Retail Disrupted is a Top 5% global podcast hosted by retail analyst Natalie Berg, co-author of Amazon: How the World's Most Relentless Retailer Will Continue to Revolutionise Commerce. 👉 Subscribe on YouTube: https://www.youtube.com/@retaildisrupted  👉 Subscribe to our newsletter: https://retaildisrupted.substack.com  

Snapchat is no longer just a messaging app — it's Gen Z's discovery engine, digital changing room, and social shopping hub, and it's transforming how forward-thinking retailers must think about the purchase funnel. 90% of UK Gen Z are on Snapchat. Only 5% describe themselves as impulsive shoppers. And 73% still visit a physical store at least once a week. If those numbers challenge what you thought you knew about the next generation of consumers, this episode is required listening. Natalie Berg sits down with Rachel Levy, Head of Retail & Lifestyle at Snapchat, to decode the Gen Z shopper — and what every retail leader needs to understand about augmented reality, authentic advertising, and why the changing room is going digital. In this episode:  Why Gen Z are budget-conscious and considered, not impulsive (the data will surprise you) How AR virtual try-ons are reducing returns and building purchase confidence The "changing room becomes Snapchat" thesis — and what it means for physical retail Why Gen Z don't mind ads (as long as you're not faking it) How to structure a full-funnel Snapchat strategy across all tabs Social commerce strategies: the first step every brand should take  Connect with Rachel Levy: https://www.linkedin.com/in/rachel-levy-48450414/  About Retail Disrupted Hosted by retail analyst Natalie Berg, co-author of Amazon: How the World's Most Relentless Retailer Will Continue to Revolutionize Commerce. Retail Disrupted is a Top 5% Global Podcast for leaders navigating the future of shopping.  👉 Subscribe on YouTube: https://www.youtube.com/@retaildisrupted 👉 Subscribe to our newsletter: https://retaildisrupted.substack.com 

Traditional ROI is broken. If you're still measuring success with quarterly numbers and like-for-like sales, you're flying blind into the next decade of retail. In this episode, host Natalie Berg is joined by Martin Newman — "The Consumer Champion", author of ROI Reimagined, and a 40-year retail veteran who has shaped strategies for brands like Burberry, Harrods, and Ted Baker. Together, they dismantle the "96% Problem" (why 96% of website visitors don't buy) and introduce the ROI Reimagined framework — a set of 11 critical metrics designed for the future of shopping, where innovation and failure are inextricably linked. In this episode, you will learn: The 96% Problem: Why retailers are obsessed with conversion rates but ignore the massive opportunity in those who leave empty-handed. CX vs. CC: The strategic difference between Customer Experience (what happens to the customer) and Customer Centricity (what the business must do to deliver it). The 11 Future Metrics: A breakdown of the "new" ROI, including Return on Integrity, Inclusion, Inspiration, and Innovation. The "Monday Morning" Challenge: A simple framework to re-energize your leadership meetings and shift focus from reporting to problem-solving. Tech-Led Trade-Ins: Lessons from brands like Suit Supply and CDLP on bridging the gap between digital and physical retail. 🔔 Subscribe to the Retail Disrupted YouTube Channel: Watch the full video version here 👉 Follow Natalie Berg on LinkedIn: Natalie Berg | Retail Analyst Retail Disrupted™ is a Top 5% Global Podcast for retail leaders. If you found this episode valuable, please rate and review on Apple Podcasts or Spotify.

This CFO doesn't care about ROI. Instead, Vineta Bajaj (Holland & Barrett CFO) believes we should be asking: How will the customer's life change? Will they get a better assortment? Will they get better pricing? Will they get dynamic pricing? Will they get better personalization? If I invest this in tech, will my frequency go up? Will my conversion go up? Will my AOV go up? Will they keep coming back? Long-term compounding beats short-term justification. Every time. Vineta also breaks down: Holland & Barrett's omnichannel transformation Why grocery e-commerce is structurally brutal - and why most retailers are playing it wrong (pre-H&B, Vineta was the CFO at Rohlik Group and she also spent 10 years at Ocado so the perfect person to help us demystify this) Whether quick commerce is here to stay What her LinkedIn cat memes 🐈 tell us about her leadership style Why all retail leaders need to be on TikTok The case for "boring AI" 📺 Don't forget to subscribe to our YouTube channel for the full video episode of our conversation with Vineta + exclusive clips from the podcast every week: https://youtu.be/iUwAGCfc5NU?si=gMRnCdsJaHHCoCtd

While major chains struggle with closures and declining foot traffic, one category is quietly thriving: recommerce. And at the center of it is a surprising advantage - physical stores. In this episode of Retail Disrupted, retail analyst Natalie Berg sits down with Stephen Preuss, Co-Founder and CEO of PayMore, to unpack how a brick-and-mortar-first strategy is fueling the fastest-growing electronics franchise in the U.S. You'll learn: Why physical retail is essential for trust in secondhand transactions How PayMore achieves a 7-minute average transaction vs. ~60 mins for pawn shops — and why that speed builds loyalty The 75% repeat customer rate that defies a 7% industry average How PayMore competes with eBay, pawn shops, and Big Tech buyback programs  The franchise model: building a strong network of seasoned operators How PayMore is turning used electronics into a community retail experience — creating local jobs, driving economic growth, and keeping money in the neighbourhood 2 million pounds of e-waste diverted — and why sustainability is now a revenue driver International expansion: UK, Canada, and Europe  📺 You can also watch this episode on YouTube https://www.youtube.com/watch?v=oXHJdr7LhTM and don't forget to subscribe for weekly insights and exclusive clips from the podcast!  If you're a retail leader exploring resale, recommerce, or franchise growth, this episode is a must-listen.

Millions of people are already shopping with AI. It's rewiring how customers discover, browse, and buy products - and we're really just getting started. Deann Evans, Shopify's Managing Director, EMEA, joins Natalie Berg to share how Shopify is building AI into the fabric of commerce and what that means for retailers over the next 3–5 years.  We dig into agentic commerce, unified commerce, and how retailers can offer a consistent experience across stores, apps, marketplaces and AI assistants. We also dive into ecosystem shifts like the Universal Commerce Protocol (UCP) – and what it means when your products, prices and inventory start surfacing directly inside AI-led experiences, not just on your own site.  For GMs, CX leaders, e-commerce heads and board level strategists, this episode offers a clear lens on how AI is reshaping the retail landscape – and the decisions you need to prioritize now to stay relevant. TIMESTAMPS 2:15 – How AI Already Shapes Everyday Shopping / 6:45 – Agentic Commerce – From Discovery to Purchase / 12:30 – Unified Data Foundations – Building a Single Source of Truth / 17:00 – Trust, Control & Governance – Where Humans Stay in the Loop / 22:15 – Execution Playbook – Moving from Pilots to Production / 27:30 – Key Actions for Retail Leaders  🔔 Subscribe to Retail Disrupted for weekly insights from the leaders and disruptors shaping the future of retail. 

What does "luxury" mean when your brand is over 300 years old, your customers span Gen Z to Royal Households, and your products have to delight both online and in-store? In this Retail Disrupted episode, Fortnum & Mason's Director of Buying for Hampers, Fashion, Beauty & Home, Jo Newton, lifts the lid on how a heritage icon stays radically relevant. You'll learn: • How Fortnum & Mason defines modern luxury beyond logos and price • The role of "joy" as a core KPI for products and experiences • How tight supplier relationships fuel innovation without diluting heritage • Why gifting, hampers and service are being redesigned for a new generation of luxury customers Plus a little bit of Fortnum & Mason trivia – from Charles Dickens being a fan to the invention of the Scotch egg! 🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Jo will be continuing the conversation on protecting brand equity while still evolving for the future of shopping. Retailers, there's still time to register your interest here: https://richmondevents.com/forums/details/ret26    

What happens when a major retailer hands the reins to AI? In this episode, Natalie Berg is joined by Simon Ellis, Head of AI Transformation and Enterprise Architecture at Pets at Home, to unpack how AI is quietly reshaping the way we shop – from loyalty and personalisation to agentic shopping and AI search. We dig into how Pets at Home is using AI to: - Turn a traditional loyalty scheme into a real-time, intelligent pet-care companion - Move from "segment marketing" to genuinely individual experiences at scale - Connect data across stores, vets and e-commerce to power smarter decisions - Prepare for a world where AI agents do more of the shopping for us 🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Simon will be taking part in our AI session. Retailers, there's still time to register your interest here: https://www.richmondevents.com/contact/request?Item=DelegateInvite&EventCode=RET26 THIS EPISODE IS FOR RETAIL LEADERS WHO WANT TO: - Understand the real opportunities of AI beyond hype and pilots - Work out where agentic shopping fits into their strategy - Futureproof their customer experience, loyalty and retail media plans - Learn how to organize teams, data and governance for AI transformation ABOUT MY GUEST Simon Ellis is Head of AI Transformation and Enterprise Architecture at Pets at Home, the UK's leading pet care business. He sits at the intersection of tech, data and commercial strategy – turning AI from a buzzword into measurable value across the group. ABOUT THIS CHANNEL Retail Disrupted™ is a Top 5% Global Podcast hosted by retail analyst and author Natalie Berg. Every episode is a strategy briefing for leaders navigating the future of shopping – from AI and agentic commerce to loyalty, retail media and store innovation. If you're a retailer, brand, investor or board member who needs clear answers on where retail is headed – you're in the right place. Subscribe for weekly learnings from the leaders and disruptors shaping the future of retail.

On this episode, Natalie Berg welcomes Tim Payne, Managing Director of Charles Clinkard, a leading UK independent footwear retailer with over a century of heritage. Join us as Tim shares invaluable insights from the frontlines of retail, detailing Charles Clinkard's remarkable evolution from a 97% in-store operation to a diversified business that has successfully transformed for a digital era. You'll learn how Charles Clinkard prioritizes customer service and meticulous brand curation as core differentiators in a competitive market. We dive deep into the intricate "SKU problem" unique to footwear - navigating vast sizing complexities, low stock holdings, and the ever-present challenge of markdown risk.  A highlight of this discussion is Charles Clinkard's pioneering work with AI. Tim details their successful three-year project, which led to a 6% sales increase alongside a 10% profit boost through saved margin and reduced markdowns. You'll learn how this foundational AI implementation is now paving the way for future operational efficiencies, including automatic replenishment and faster speed to market. This is an essential listen for retail leaders navigating the future of shopping, seeking to futureproof their businesses through unified inventory systems, data-driven decision-making, and a culture of continuous adaptation.

Delivery isn't a back-end operation anymore – it's a frontline customer experience. In this episode of Retail Disrupted, we unpack the psychology of delivery and why retailers are now held responsible for every knock, delay and "Sorry we missed you" card. District Marketing Director Morgan Rivers (UPS - UK, Ireland and Nordics) joins Natalie Berg live from The Delivery Conference to explore how choice, control and trust are reshaping last-mile strategy – and why 40% of cart abandonment is delivery-related. In this episode, retail leaders will learn: • How delivery has become a critical extension of your brand experience – not just the carrier's job • Why predictability often beats speed and how to design delivery promises customers actually believe • The optimal number of delivery options (and why too much choice kills conversion) • What the rise of lockers and out-of-home delivery really means for convenience and sustainability • How international shoppers think differently about delivery – and why "one size fits all" no longer works • Practical ways to communicate delays, failures and issues without destroying trust • How to prepare for AI, real-time tracking and new consumer expectations in the last mile This episode is brought to you from The Delivery Conference, powered by Metapack. Learn more here: https://www.thedeliveryconference.com/TDC2026  If you're a retail leader, GM or board member navigating disruption in e-commerce, fulfilment and customer experience, subscribe for weekly deep dives on the future of shopping.

The center of retail gravity has shifted. On this episode of Retail Disrupted, Natalie Berg sits down with Jonathan Reynolds, Associate Professor in Retail Marketing and Deputy Dean at Oxford's Said Business School, to dismantle the Western-centric view of retail innovation. They explore why the US and UK are no longer the primary testbeds for new concepts and outline the 3 Rules for Futureproofing Retail Strategy: Rule #1: Look East, Not West. Why innovation has migrated from New York/London to Shanghai/Seoul, and why Western retailers must study the Asian "ecosystem" model. Rule #2: Tech is a Catalyst, Not a Strategy. Jonathan warns against the "Tech Trap"—implementing solutions in search of problems—and explains why AI should enhance human capability, not replace it. Rule #3: Beyond the Transaction. Why the store must be a hub for experience, service, and brand media – and what that means for KPIs, retail jobs, and investment. They also debate whether AI and quick commerce will trigger a new wave of grocery e-commerce adoption – and what kind of culture retailers must build to genuinely futureproof their businesses.    

Retail is entering the age of Agentic Commerce – where AI agents don't just recommend products, they autonomously sense, decide, and act to achieve customer goals. In this episode, sponsored by NCR Voyix, Amit Acharya unpacks what this shift really means for enterprise retailers: why you must design simultaneously for two customers – the human in the aisle and the AI agent acting on their behalf – and why a unified commerce foundation is non-negotiable. You'll learn: What Agentic Commerce Actually Is – and how it differs from today's search- and recommendation-based systems. The Two-Customer Challenge – humans wanting inspiration, discovery and joy vs. agents optimising for relevance, availability and speed. Why Unified Commerce Is The Real Prerequisite – open APIs, microservices and a single source of truth so agents can access clean, decomposed data. From Months To Minutes – how modern architectures slash deployment cycles and reduce the risk of "working" 40-year-old systems. Store-Level Impact – from reducing self checkout interventions to using edge computing so stores keep trading even when networks are choppy. Featuring: Amit Acharya, Corporate Vice President of Product & Design for Retail Commerce, NCR Voyix  Hosted by: Natalie Berg, Retail Disrupted

How does a challenger brand disrupt a legacy category dominated by giants? SURI co-founders Gyve Safavi and Mark Rushmore have a few ideas. They join Natalie Berg to share how they're reinventing oral care with a sustainable, design-led electric toothbrush that consumers actually love to use.  We unpack how they quickly scaled from D2C startup to a multi-million-dollar business stocked in Boots, Target, Goop and other major retailers — all while maintaining their core mission: sustainability, design and performance.  We dive into:  Why the toothbrush market was ripe for disruption The "secret sauce" behind SURI's cult-like customer love Scaling challenges: under-hiring, cash flow, and staying true to mission How high-profile fans (from Sir Jony Ive to the Kardashians) became organic advocates US expansion and learnings from bricks & mortar Lessons for any challenger brand looking to compete with giants  If you're a retail, CPG or D2C leader looking to build more sustainable, design-led products – or to understand how challenger brands can take on incumbents – this conversation is packed with actionable insight. Don't forget to subscribe to the podcast and check out our relaunched YouTube channel!

Retail is evolving fast — but physical stores still matter more than ever. In this episode of Retail Disrupted, Natalie Berg is joined by Melissa Gonzalez — design strategist, entrepreneur, author of The Purpose Pivot, and Principal at MG2 — to explore the future of experiential retail, why digitally native brands are investing in physical stores, and how purpose-led leadership is reshaping the industry. From pop-ups and Gen Alpha to AI, wellness, and community-driven retail spaces, Melissa shares practical insights for brands navigating the next era of commerce — plus the personal wake-up call that inspired her new book. 🎙 Expect real talk on leadership, vulnerability, and what makes retail experiences truly resonate today. Melissa's book: The Purpose Pivot https://www.amazon.com/Purpose-Pivot-Dynamic-Vulnerability-Intuition/dp/1394329474   Melissa's podcast: Retail Refined https://marketscale.com/shows/retail-refined/  

Can "soft" skills really deliver hard numbers? In this episode of Retail Disrupted, Natalie Berg sits down with Matt Close, a 30-year Unilever veteran who proved that building a "happiness culture" isn't just nice to have—it's a massive growth engine. Matt served on Unilever's Executive Committee and led the €8B Global Ice Cream business for 8 years. During his tenure, he added €3B in growth by taking an end-to-end approach to transforming value creation. His secret weapon? Building what he calls a 'happiness company'. This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Matt will be hosting a session this April on how to create a people-first culture. Retailers: register your interest here: https://www.richmondevents.com/contact/request?Item=DelegateInvite&EventCode=RET26 IN THIS EPISODE, WE EXPLORE: The literal business case for happiness: How it drives risk-taking and entrepreneurship. Why culture matters just as much in the factory as it does in the boardroom. Quick commerce and other forces reshaping the ice cream category Leadership lessons from 3 decades at one of Britain's biggest listed companies. Listen here or head over to watch the video version on YouTube: https://youtu.be/4ZfjADu1DxY?si=IWEGChY62MAiRxBI      

AI is no longer hype in retail - it's becoming table stakes. In this episode of Retail Disrupted, we're joined by senior retail and data leaders shaping the future of commerce: Keyur Govande (Chief Technology Officer at Depop), Daniel Bos (Senior Director of Data, Analytics & AI at Just Eat Takeaway.com), and Daniel Chasle (Chief Data Officer at New Look). Together, we unpack how AI is transforming customer experience through hyper-personalization, real-time relevance, and smarter commerce journeys—from food delivery micro-moments to fashion discovery and the rise of agentic AI. This is a practical, honest conversation about what's actually working, what's overhyped, and how retailers can turn AI investment into real customer value and ROI. 🎧 Expect insights on: personalization vs relevance, AI-powered discovery, legacy tech challenges, agentic commerce, and what the next wave of retail disruption really looks like. Recorded live on stage at London Tech Week's AI in Retail Event.

How does an iconic luxury beauty group stay relevant in an AI-powered world? Recorded live on stage at London Tech Week's AI in Retail Event in London, this episode of Retail Disrupted features Pernilla Nyberg, SVP & General Manager UK & Ireland at The Estée Lauder Companies. Pernilla shares how Estée Lauder is thoughtfully using AI and data to support creativity, innovation, and personalization across luxury beauty — from trend intelligence and product development to fragrance, digital experiences, and in-store service. A candid conversation on balancing technology with craftsmanship, brand equity, and high-touch human experience in prestige beauty.

International expansion isn't about copy-and-paste growth — it's about cultural intelligence.  In this episode of Retail Disrupted, Natalie Berg is joined by CMOs and leading global brand experts Katherine Melchior Ray and Nataly Kelly to explore why so many global brands fail — and what they should do differently to succeed across borders. From luxury retail and hospitality to beauty, fashion, and FMCG, this conversation unpacks real-world examples (Sephora, Walmart, Target, Louis Vuitton, Apple, Uniqlo) as covered in Katherine and Nataly's book: Brand Global, Adapt Local.  If you're responsible for brand, retail, marketing, or international growth — this episode is for you.

In this episode of Retail Disrupted, Natalie Berg shares her 2026 outlook and insights from the KPMG Retail Think Tank. She is then joined by international logistics expert Becky Lombardo to unpack how retailers can build resilient, flexible, and profitable supply chains in an increasingly unpredictable world. Becky shares practical insights on global trade disruption, nearshoring, returns, AI in logistics, sustainability, and why doing less - not more - may be the smartest strategy for retail leaders in 2026. 🎙️ Ideal for: retail executives, e-commerce leaders, supply chain professionals, brand founders, and investors. 00:00 – Introduction to Retail Disrupted 00:28 – Retail trends and challenges shaping 2026 02:48 – Geopolitical risk, weak demand & supply chain pressure 05:10 – AI, personalization & the risk of cognitive complacency 07:05 – Meet Becky Lombardo: global logistics & supply chain expert 08:25 – Why unpredictability is the biggest threat to retail planning 09:45 – Tariffs, geopolitics & global trade uncertainty 10:35 – Sourcing risk, China dependency & supply chain blind spots 12:47 – Nearshoring, profitability & smarter sourcing strategies 14:58 – Doing more with less: cutting complexity in supply chains 16:54 – What luxury retailers get right about customer experience 18:58 – Customer expectations vs speed, service & reliability 20:57 – Logistics, fulfilment & treating every customer like a VIP 23:02 – AI in logistics: efficiency vs human touch 24:39 – Returns, serial returners & charging for returns 26:49 – Sustainability, cost control & smarter supply chains 29:00 – Fixing fit, reducing fashion returns & new technology 31:07 – Direct-to-consumer vs wholesale: hidden operational costs 33:19 – Final advice for brands navigating retail disruption 34:10 – Where to find Becky Lombardo & closing remarks 🔗 KPMG Retail Think Tank: 2026 Outlook (LinkedIn post) 🔗 More about Becky and Londra Consulting 

Barcodes are the backbone of global trade. GS1 barcodes are scanned more than 10 billion times a day, helping over two million organisations worldwide identify, describe, and track products across the global economy. But while the barcode has existed for more than 50 years - largely unchanged - the needs of retail, brands, and consumers have evolved dramatically. In the final episode of Retail Disrupted for 2025, Natalie Berg is joined by Kerry Morrison, Head of Retail and Marketplaces at GS1 UK, to explore the next generation of barcodes: QR codes powered by GS1. This new standard will do everything the traditional barcode does - and far more - by combining two of the greatest inventions of all time: the barcode and the internet. From working harder in supply chains with richer data (including batch and lot numbers to support recalls), to enabling direct consumer engagement via product packaging, these QR codes are unlocking powerful new opportunities for revenue growth, sustainability, accessibility, and first-party consumer data.

Rice is the one of the most consumed foods in the world, but few people realise it's also a major driver of climate change. In fact, beef is the only food responsible for higher global emissions.  In this episode of Retail Disrupted, Natalie Berg sits down with Fergus O'Sullivan, Founder of Nice Rice, to unpack the problems with traditional rice farming and why it's long overdue for disruption. Fergus shares his unconventional leap from private equity into food entrepreneurship and explains how sustainable rice farming can dramatically reduce methane emissions while saving huge amounts of water. He also reveals why treating rice as a commodity has held back both quality and sustainability - and what happens when you start to rethink one of the world's oldest food categories.

Discover how The Elf on the Shelf transformed from a beloved family tradition into a multi-platform global holiday empire. In this episode of Retail Disrupted, Natalie Berg sits down with Christa Pitts, co-CEO and founder of The Lumistella Company and creator of The Elf on the Shelf, to explore the power of nostalgia, emotional connection, holiday marketing trends, and building authentic brands in an increasingly digital world. Expect insights on storytelling, community-driven creativity, retail evolution, and what it takes to create a tradition that inspires millions. Today's episode is brought to you by Manhattan Associates, the global leader in supply chain and unified commerce.

We're getting techie on this episode of Retail Disrupted! Natalie Berg sits down with Keith Dipple of Manhattan Associates to dive into the nuts and bolts of modern retail technology. From unified commerce architecture to versionless POS, real-time inventory visibility, and AI-enabled fulfillment, we unpack the systems and strategies powering seamless shopping experiences. Explore how retailers can tackle operational complexity, optimize the customer experience, and prepare for 2026 retail tech trends. Packed with insights, practical takeaways, and a closer look at the tech behind the buzz, this episode is for anyone looking to stay ahead in retail transformation. 

Argos has undergone one of the most visible transformations – from being a catalogue retailer to approximately 80% of sales now coming through digital channels. Heni Hazbay, Marketing Director at Argos, joins us for a candid look at how the Sainsbury's owned business is evolving for a digital-first world.  Tune in to hear all about its 'More Argos, more often' strategy. Heni tells us how Argos is sharpening its brand positioning in an increasingly competitive market, modernising the customer experience across channels, using data and AI to simplify journeys and personalise at scale, and rethinking loyalty through the power of Nectar. Heni brings a fascinating perspective on marketing at scale, creativity, leadership and what it takes to modernise the UK's #1 click & collect retailer. 

Why do so few clothes actually fit? In this episode of Retail Disrupted, host Natalie Berg sits down with retail powerhouse Julia Reynolds to uncover why sizing has become fashion's most expensive blind spot - and how AI could finally fix it. With more than 35 years in retail, Julia has led some of Britain's best-known brands – she and her team founded the Florence & Fred brand at Tesco, which they then expanded to Central Europe and Asia. She went on to become CEO of figleaves.com, took Blacks Leisure through a sale process as CEO and consumer brand Antler Luggage through a turnaround - also as CEO. Julia now she runs Rey House, a business using AI and big data to solve fit for women over 40. 👗 Expect insights on: Why only 8% of women find clothes that truly fit! How AI and data can tackle returns, waste, and sustainability. The future of sizing, customer experience, and inclusive fashion design. 🎙️ Subscribe for more conversations shaping the future of retail.

Half of UK consumers say customer service feels overly automated, joyless, and exhausting. In this episode of Retail Disrupted, Peter Cross — consultant, speaker, and author of Start with the Customer — joins Natalie Berg to explore how retailers can bring back the human touch. Peter reminds us that "customers would rather wait for good service than get instant bad service," and reveals what leaders must do to build truly customer-obsessed, employee-centric organizations. Expect insights on: The golden rules and cardinal sins of customer service How great CX starts with company culture The danger of blind faith in technology The future of AI, empathy, and human connection in retail About Peter Cross: One of the UK's leading authorities on customer behaviour, Peter is former Customer Experience Director for John Lewis and Waitrose, and was Mary Portas' business partner for ten years. He is Vice President of the Institute of Customer Service, a global Ambassador for the Retail Trust, and Vice Chairman at the Fragrance Foundation. 📘 Learn more about Peter's book Start with the Customer

Live shopping is transforming e-commerce. It's a $120 billion global market that's expected to hit $2 trillion by 2030. In this episode of Retail Disrupted, Natalie Berg speaks with Daniel Fisher, Head of Categories, Europe, at Whatnot - the largest live shopping platform in North America, the UK, and Europe. Every week, shoppers watch 340,000 hours of live content on Whatnot, helping sellers generate up to 4x more sales versus traditional e-commerce. It just may well be the "biggest business you've never heard of", in CEO and co-founder Grant LaFontaine's own words. In the US, Whatnot is the second most downloaded iPhone app in the shopping category, just behind Temu (it's ranked number 4 in the UK, at the time of recording). Tune in to learn how entertainment, community, and authenticity are redefining retail - and why live shopping could soon make up 20% of all online sales.

In this episode of Retail Disrupted, Natalie Berg sits down with global retail futurist Ariel Haroush, founder of Outform and the visionary behind Future Stores on Oxford Street. Natalie and Ariel discuss how physical retail should be reinvented for the digital age—where stores move at the speed of culture, powered by data, AI, and immersive experiences. Ariel also shares insights on brand activations like the Shein and Tesla pop-ups in the Future Stores space. Expect bold insights on experiential retail, pop-up spaces, and how technology is reshaping the way brands connect with consumers.

TikTok is reshaping how people discover, explore, and buy products — and retailers are taking note. In this episode of Retail Disrupted, host Natalie Berg speaks with Paul Mears, Group Vertical Director for Retail & E-commerce at TikTok UK, about how discovery commerce is changing the path to purchase. Together they unpack the findings from TikTok's first UK Shopping Report, discuss how entertainment and commerce are converging, and explore what brands can learn from the creators driving this new era of shopping inspiration. 🎧 Tune in to learn: How TikTok is redefining e-commerce Why discovery-led shopping is the future Which brands are doing social commerce well What retailers can do to engage the next-generation consumer 👉 For more retail insights, make sure to subscribe to the podcast! https://retaildisrupted.com 

Recorded at Manhattan Exchange 2025 in Antwerp, this episode dives into how AI is transforming retail — from search and discovery to customer service and the in-store experience. Host Natalie Berg and guest Ben Sillitoe unpack the biggest tech trends shaping retail's next chapter: agentic AI, post-purchase innovation, gamification, employee empowerment, and customer-controlled fulfilment. Expect fresh insights, real-world examples, and a glimpse into the future of how we shop. This episode is brought to you by Manhattan Associates, the global leader in supply chain and unified commerce. Ben is the Editor of Green Retail World. For more: https://greenretail.world  🎧 And don't forget to subscribe to the podcast for more retail insights! 

Marks & Spencer has just launched its first dedicated resale service on eBay — powered by Reskinned. In this episode of Retail Disrupted, Natalie Berg is joined by Katharine Beacham (Head of Sustainability for Fashion, Home & Beauty, M&S), Jemma Tadd (Director of Fashion, eBay), and Matt Hanrahan (Co-Founder, Reskinned) to unpack this landmark move. 📺 This is a video episode so if you'd prefer to watch the episode, head over to the Retail Disrupted YouTube channel. There is a consensus that retailers need to make buying resale as easy as buying new. We explore this, as well as the importance of collaboration when it comes to fashion circularity. From digital product passports to evolving consumer expectations, discover how leading retailers are reshaping the future of sustainable fashion. 🛍️👗 More on the M&S x eBay store. 🎧🔥 And don't forget to subscribe to the podcast for more retail insights! https://retaildisrupted.com/ 

Amazon is shutting down its 19 Amazon Fresh stores in the UK — but is this a failure or part of the innovation journey? In this episode of Retail Disrupted, host and retail analyst Natalie Berg breaks down what went wrong, whether Amazon ever really intended to become a supermarket, and what this means for the future of checkout-free stores and grocery e-commerce. Expect sharp insights on retail innovation, Amazon's strategy, and the lessons for the wider grocery industry. 👉Subscribe to the podcast: https://retaildisrupted.com  👉Follow Natalie on LinkedIn: https://www.linkedin.com/in/natalie-berg-ba20931/  👉Follow Natalie on TikTok: https://www.tiktok.com/@nataliebergonretail 👉Follow Natalie on YouTube: https://www.youtube.com/@retaildisrupted  👉Follow Natalie on Instagram: https://www.instagram.com/nataliebergonretail/   

How often do you notice the background music when you're shopping? 🎶 It's not just "noise" - it can shape how long we browse, how we feel, and even how much we spend. In this episode of Retail Disrupted, Natalie Berg sits down with Ola Sars, music tech entrepreneur and founder of Soundtrack Technologies, the world's leading B2B music streaming service. Ola's journey spans co-founding Beats Music (which became Apple Music) to building Soundtrack into a platform powering 80,000+ businesses across 74 countries. You'll discover: •    How music influences customer behavior and dwell time •    Why brands should treat music as a strategic asset, not background noise •    The role of AI in creating "sonic identities" for retailers •    Real-world examples of brands boosting sales with the right soundtrack •    The future of audio in retail and customer experience If you're curious about the intersection of retail, music, and technology, this episode is packed with insights you won't want to miss.

Menopause impacts 1 billion women worldwide — but retailers are still failing to meet their needs. In this episode of Retail Disrupted, host Natalie Berg speaks with Heather Jackson, CEO & co-founder of GenM, about how brands can better serve menopausal consumers. Discover how the MTick symbol is transforming the way women shop for menopause-friendly products, why this overlooked market represents a huge commercial opportunity, and what retailers must do to build trust, visibility, and loyalty. If you work in retail, marketing, or product development, this conversation will show you how to turn menopause from a taboo into an opportunity to create meaningful change for consumers. 02:52 The Birth of GenM and the MTick Symbol 05:32 Understanding this Overlooked Demographic 08:50 The Role of Retailers in Supporting Menopausal Women 11:49 Building Trust and Transparency in Menopause-Friendly Products 14:40 Partnerships and Retail Innovations 17:25 Global Expansion and Future Opportunities 👉 Listen to Retail Disrupted on Apple Podcasts https://podcasts.apple.com/gb/podcast/retail-disrupted/id1676107321 or Spotify https://open.spotify.com/show/5H0TALn63ov2VAIJPNi3FM?si=91ee924b951d4894 🌐 Learn more at: https://retaildisrupted.com 📩 Connect with me on LinkedIn: https://www.linkedin.com/in/natalie-berg-ba20931/

Big changes are happening at Matalan. The 40-year-old British fashion and homeware retailer is making major investments in its stores, products, and digital capabilities as part of a multi-year transformation programme. On this episode, Natalie is joined by Phil Hackney, Chief Operating Officer at Matalan; Katherine Davis, Chief Retail Officer at Matalan; and Martin Ward, Head of Software for the UK & Ireland at Toshiba Global Commerce Solutions. The panel unpacks Matalan's strategic shifts and shares their views on wider industry trends. They explore: 02:29 Matalan's Strategic Direction and Transformation Programme 05:35 Understanding Customer Identity and Market Positioning 08:58 The Evolving Role of Bricks and Mortar Retail 11:54 The Future of Self-Checkout and Technology Integration 27:17 Empowering Frontline Staff for a Better Customer Experience 35:34 E-commerce Trends and Customer Engagement 40:27 Future Trends and Innovations in Retail 📺 Prefer to watch the conversation unfold? Check it out on YouTube https://www.youtube.com/watch?v=E8-Mdbpn28k  This episode is brought to you by Toshiba. For more, visit https://commerce.toshiba.com   

A Pilates studio, health checks, biological age testing and free consultation hubs. These are just some of the features of Holland & Barrett's first experience store that opened in Cardiff earlier this year. On this episode, Natalie is joined by Richard Fisher, Design Manager at Holland & Barrett, leading the transformation of over 1,000 stores across the UK, Europe, and the Middle East, and Chris Newell, Creative Partner at Syn - the agency behind the new store concept. They discuss the future of wellness, the evolving role of physical retail, and whether we may see more of these stores popping up on our high streets.  📺 This is a VIDEO episode and can be watched on YouTube, or you can listen on your usual platforms. *The podcast is now pausing for August. Have a great summer break and see you in September.*

We're diving deep into the world of grocery retail in this special episode, dissecting the latest trends and innovations that are reshaping the sector. Natalie is joined by Mark Thomson, Director of Retail & Hospitality Strategy EMEA at Zebra Technologies. This video episode was recorded in a London studio. You can watch the full episode on YouTube or listen on your usual platforms! Mark and Natalie explore: Self-service: some retailers are doubling down, others are reassessing. Where have we landed and how might AI drive the next wave of adoption? From accepting payments to more targeted promotions, where next for scan & go? Real-time hyper-personalization: why Mark believes the time has finally come. What's fuelling the rise of retail media and how might it evolve to become (even) more personalized in the future? The AI opportunity in food retail: from recipe inspiration to actually doing our grocery shopping for us. E-commerce: why Mark is bullish about growth opportunities for online grocery and why dark stores may be poised for a comeback. This conversation coincides with the launch of Zebra's latest report, Creating Great Grocery Trips, which Natalie contributed to. Download the full report. More about Zebra: From seamless transactions and inventory visibility to personalised experiences and engaged associates, Zebra provides solutions that empower retailers to thrive. With connected systems and data-driven decisions, retailers are prepared to overcome challenges, delight shoppers, and drive sustainable growth. For more: https://www.zebra.com/gb/en/industry/...  More about Mark: Industry speaker and technology evangelist. Mark works with retailers to provide input on how to face the challenge of a new digital landscape with a particular focus on the broad Zebra technologies portfolio from mobile devices to workforce productivity and inventory visibility solutions. Connect with Mark on LinkedIn.

Camille van Horne is the co-founder & CEO of Highstock, a B2B marketplace that connects big brands with unsold inventory to high quality, global wholesale buyers.  The start-up has raised $5.5 million from lead investor Greylock and Instacart co-founder Max Mullen.  Camille joins Natalie on the podcast to talk about how Highstock is disrupting the liquidation space for beauty and personal care brands. They also explore AI, international market opportunities, the impact of tariffs, and Camille shares her thoughts on grocery e-commerce. More about Camille: Camille was previously a director of product at Instacart where she led the roadmap of new logistics capabilities for retailers and CPGs. She joined Instacart before the pandemic and over her six-year tenure wore multiple hats including Instacart's investments in fulfillment innovation in robotics and payments. Camille has a 15-year career in consumer and has seen how brands have struggled with inventory management every step of her career. Camille holds a BA from the University of Chicago and an MBA from the Stanford Graduate School of Business. 📣 REGISTER -> Join Natalie, Zebra Technologies, and Retail Gazette on July 16 for this webinar on transforming frontline comms. 📣 

Recorded live on stage at London Tech Week, Natalie speaks to Kuru Subramaniam, Head of Product at Tesco, Francis Castro, Vice President, Global Customer Operations at Unilever, and Saul Resnick, CEO UK & Ireland at DHL Supply Chain. They discuss: From 'just-in-time' to 'just-in-case': how supply chains are adapting to disruption. How digital twins and predictive analytics can help businesses simulate scenarios and maintain operational stability. The importance of collaboration and why, as Tesco's Subramaniam points out, you're only as resilient as your most vulnerable partner. The increasing significance of transparency in sustainability efforts and disruption preparedness. AI and robotics: why DHL's Resnick is excited about agentic AI and advancing robotics in warehouses. Why Unilever's Castro believes you need a "try culture" and to be accepting of failure. Today's episode is brought to you by Transporeon, a leading global logistics platform that connects shippers, carriers, and retailers to enhance transportation management. Transporeon offers a comprehensive suite of digital solutions that improve visibility, efficiency, and collaboration in the supply chain.  📣 REGISTER -> Join Natalie, Zebra Technologies, and Retail Gazette on July 16 for this webinar on transforming frontline comms. 📣 

Whistl's James Hayes joins Natalie on the podcast to talk about the critical role of fulfilment in e-commerce success. They discuss: The evolution of online shopping: with e-commerce now accounting for nearly 30% of UK retail sales, how can retailers evolve to meet shifting consumer demands? The delivery experience: what's the risk of getting it wrong? Returns aren't going anywhere, so how can retailers manage this as efficiently as possible? Should they charge for returns? What role does a 3PL play? Supporting growth: how does Whistl help businesses scale? Don't overpromise and underdeliver: tips to prepare for peak season. Understanding the true cost of fulfilment.  Whistl is one of the UK's leading logistics providers, offering scalable and tailored fulfilment solutions for e-commerce retailers and brands. From warehousing to delivery, every solution is built around the needs of their customers to help them scale with confidence.  James' bio: James Hayes is Whistl Fulfilment's Director of Business Development. Named one of Scurri's top 50 e-commerce and shipping influencers, he brings extensive experience in logistics and technology. Previously, James founded Parcel Station, exiting in 2018 to drive growth at Whistl. He specialises in helping brands scale through innovative fulfilment strategies and optimising final-mile delivery for a superior customer experience. A frequent speaker at industry events, podcasts, and webinars, James shares expert insights on building 3PL partnerships to fuel business growth and delight customers.  

Ahti Heinla is the Co-Founder and CEO at Starship Technologies. Previously, he was one of the founders and developers of Skype. He joins Natalie on the podcast to discuss the rise of autonomous delivery and the future of grocery e-commerce. They explore: Skype's legacy in transforming modern global communications. The future of grocery delivery: drones in the sky and robots on the ground? The economics of autonomous delivery: just how cost-effective is it for retailers to deliver by robot? Are robots the most sustainable form of last-mile delivery? Following on from Prime Minister Keir Starmer's recent encounter with a Starship robot, what kind of regulatory change would Ahti like to see in the UK? The opportunities for humanoid robots: does Ahti agree with Elon Musk that robots will be babysitting our kids in the future?! 📣 REGISTER -> Join me, Zebra Technologies, and Retail Gazette on July 16 for this webinar on transforming frontline comms. 📣  More on Ahti: In 2013, Ahti Heinla designed a sample retrieval robot to compete in a NASA contest for Mars missions. Armed with that experience, Ahti and his co-founder Janus Friis, realized there was a huge opportunity to disrupt a delivery industry which has yet to be revolutionized by technology. They set to work creating a last-mile robotic delivery solution, which is when Starship Technologies was born. Founded in 2014, Starship now operates in more than 100 service areas worldwide, and its robots have completed more than 8 million deliveries. The company has headquarters in Tallinn, in Ahti's native Estonia.

Rosie Bailey is the CEO & Co-Founder of Nibble, an AI negotiation chatbot which can agree deals in less than a minute on anything from luxury watches to your next broadband subscription. She joins Natalie on the podcast to explain how Nibble allows customers to negotiate prices directly on a retailer's website, and how this benefits both brands and customers.  They discuss the psychology behind digital negotiation (far less intimidating than haggling in-person), what happens if someone offers £5 for a mattress, and why the online shopping experience must evolve. Rosie also shares her view on the future of AI in retail and why we must tread carefully with agentic AI. In closing, she provides valuable advice for retailers looking to integrate AI into their operations effectively. More on Rosie: Rosie passionately supports STEM education and anyone honing their real-life negotiation skills. She started her career in investment banking, negotiating multi-million deals for companies as diverse as Wagamama, Unilever and Jimmy Choo. She's now deployed that negotiation expertise into Nibble.

Lisa Weaver-Lambert is the author of The AI Value Playbook, an essential handbook empowering non-technical business leaders to formulate a perspective on how to leverage AI. She joins Natalie on the podcast to discuss the key findings from her book and share her views on AI's impact on retail. Retail Disrupted listeners can use the code 20RETAIL for an exclusive discount on the book. Purchases must be made before June 26, 2025. Natalie also speaks to Richard Lim, CEO of Retail Economics, about their latest research on the cost of payment failures. You can read more about on Natalie's blog or check out the full report from FreedomPay.

Jamil Ghani is the Worldwide Vice President of Amazon Prime, leading product, technology, marketing, decision science, operations, and finance teams that build and operate the membership program for over 200 million members across 26 countries.   He sits down with Natalie at the end of the Amazon Prime analyst event in Seattle to discuss the latest innovations and strategic direction of Prime. They explore: The key pillars of Prime: convenience, savings, entertainment. With new Prime markets like Colombia and Ireland, Jamil discusses why Amazon aims to launch Prime internationally "as quickly as possibly but as slow as necessary". What Prime is NOT: Jamil says it's not a loyalty program, not a breakage model, and not a loss leader. Is Prime nearing saturation? Learn where Jamil sees opportunities for further customer acquisition in the US. The first half of the episode focuses on Natalie's takeaways from the Amazon Prime analyst event. If you'd like to skip straight to the interview with Jamil, this starts at 10 minutes. * Natalie will be releasing a Forbes article with more insights from the event later this week. * Jamil's bio: Over his 7-year tenure, Jamil has accelerated Prime's growth, tripling the membership and doubling per member spend. He has also broadened Prime's offerings, expanding to 13 new countries and launching new benefits in multiple high-value categories, including health care, grocery, and restaurant food delivery. He works across Amazon's consumer businesses to innovate on behalf of customers, build the Amazon and Prime businesses, and make customers' life better every day. Before coming to Amazon in 2017, Jamil served as Senior Vice President, Enterprise Strategy, Digital & Innovation, for Target Corporation. Before that, he spent five years at The Walt Disney Company focused on identifying, developing, and launching travel and leisure growth initiatives. This included the MyMagic+ experience system, Shanghai Disneyland Park, and Aulani destination resort. Jamil holds a BA magna cum laude from Harvard College in economics and computer science and an MBA from the Harvard Business School, where he was selected as a Baker Scholar. Jamil lives with his wife and two (soon to be three) daughters in Bellevue, WA.

Global fashion designer Nadine Merabi shares her inspiring journey, from teaching herself how to sew by watching YouTube to becoming a successful fashion entrepreneur. She discusses the challenges and triumphs of building her eponymous brand, NADINE MERABI, emphasizing the importance of community, sustainability, and empowering women through fashion. Nadine shares the rationale for the brand's move into bricks & mortar retail and the significance of creating a positive company culture. She offers valuable advice for aspiring entrepreneurs, highlighting the power of self-belief and passion in achieving success. Today's episode is brought to you by the Richmond Retail and E-commerce Directors' Forum. To learn more about the event, visit: https://www.richmondevents.com/forums/details/ret26 This is a video episode and can also be watched on YouTube.  

Pacsun CEO Brieane Olson sits down with Natalie on the sidelines at the World Retail Congress. They discuss: Staying culturally relevant: how Pacsun transitioned from a "house of brands" in malls to a purpose-driven, culture-first youth brand. Are Gen Z and Gen Alpha actually brand loyal? What are the misconceptions of these digitally native generations? The power of co-creation: how Paris Hilton and A$AP Rocky are helping Pacsun to position their stores as culture and community hubs. Physical retail: why is Pacsun opening 75 new stores in the US and what are the opportunities globally? Social commerce: As an early adopter, how is Pacsun reaching shoppers on TikTok and China's Douyin? Conscious capitalism and being clear on purpose. Women in retail: as the first female CEO of Pacsun, does Brieane think the industry has made sufficient progress? 📢 Sign up to hear Natalie speak at the definitive e-commerce loyalty event, Loyalty Connect 2025, going live 10-12 June 2025: https://loyaltylion.com/resources/loyalty-connect 

Andrew Xeni is the Founder/Chairman of Nobody's Child and Soreto, and Founder/CEO of Fabacus. He joins Natalie for a video episode which can be watched on YouTube.  Andrew discusses the evolution of Nobody's Child, an M&S-backed fashion brand known for its commitment to affordability and sustainability. He shares insights on the brand's transition from pure-play e-commerce to physical retail and the importance of product diversification and brand elevation in order to achieve profitable growth.  We also get Andrew's views on sustainability – how NC is embedding it into the organization and how other retailers should respond to growing demands for circularity. They discuss digital product passports – Andrew has been a real trailblazer here through his other venture, Fabacus, and soon every NC product will have a digital product passport. He shares how it's enabling the business to enhance transparency and deepen customer engagement. This episode is sponsored by Aptos, a leading provider of Unified Commerce solutions for retail. For more, visit https://www.aptos.com/  Andrew's bio: Andrew Xeni is a visionary technology and retail entrepreneur; founder of award-winning businesses that are reshaping their industries. After building a successful family manufacturing business supplying the UK high street, Xeni went on to establish responsible fashion brand, Nobody's Child, named 2023 & 2024 Drapers Retailer of the Year ( Passionate about shaping the future of sustainable retail, in 2023, Fabacus and Nobody's Child collaborated to launch a Digital Product Passport solution driven by compliant product catalogues, in preparation for incoming legislation around the world, set to redefine and evolve the retail landscape. Xeni is backed by a number of leading financial institutions and prominent individuals and in addition to managing a diverse portfolio of businesses, he is an active angel investor and mentor.  

Andrew Busby joins Natalie live from the World Retail Congress to reflect on key takeaways from the event. They discuss why AI is only as good as the data you feed it and why Gen Z shoppers are loyal to trends and not brands, picking up on insights shared by Estee Lauder and Albert Heijn. For the second half of the conversation, they turn to sustainability in fashion retail. Are we doing enough in the West? Is the ease of buying preloved online encouraging shoppers to actually buy more clothes? And whether it's charging for returns, banning serial returners, or educating consumers, how can retailers stem the tide of returns? Andrew's bio: A well-known retail industry expert, speaker, and writer, Andrew Busby has extensive experience and knowledge in the retail sector, particularly in areas such as retail technology, customer experience, and emerging trends. He is Senior Industry Adviser at BOXTEC, Board Adviser at The Industrious and founder of Redline Retail Consulting (formerly Retail Reflections), a retail consultancy firm that provides strategic advice and insights to the industry community. He is a retail writer at Fortune Magazine and also a regular contributor to various media outlets, including retail trade publications and national news media where he is known for his expertise in analysing and commenting on the latest developments, challenges, and opportunities in the retail industry. Author of the best-selling retail book, 'Harry Was Right All Along', and 'Breathless – Covid, Two Metres and Me', Busby is recognised by the industry as a global thought leader and is a member of the exclusive global retail community ReTHINK Retail. In a retail career spanning over 25 years, he held senior positions at Kingfisher and Superdrug before joining a number of leading technology partners to bring innovative solutions to many retail businesses. In addition to publishing many retail blogs and articles, Andrew is a member of the IORMA Advisory Board, Advisory Board member at Retail Week, Founder of the Retail Advisory Board and is also editor at large for Retail Technology magazine. Check out Andrew's articles at Fortune and Substack.

Live from Amazon's 'Delivering the Future' event in Dortmund, Germany, Natalie speaks to three Amazon execs about today's announcements: Rocco Bräuniger - Vice President, Country Manager Germany & Expansion Countries EU Nicola Fyfe - Vice President, Amazon Logistics Europe Sarah Rhoads - Vice President, Global Workplace Health & Safety We explore the launch of Vulcan, Amazon's first robot with a sense of touch. This is tech that Amazon says was unimaginable just three years ago and is now transforming their operations. We also discuss the all-important last mile. What actually happens after you place an order on Amazon? What role do Amazon's delivery stations play and how is technology improving that experience? We unpack (no pun intended) Amazon's plans to roll out same-day delivery to 20 more locations across Europe, as well as extend order cut-off times to as late at 6:15pm in some postcodes. We discuss how technology isn't just about driving efficiencies for retailers and enhancing the experience for customers; it's also, critically, improving workplace safety. More on today's announcements: https://www.aboutamazon.eu/news/company-news/introducing-vulcan-amazons-first-robot-with-a-sense-of-touch https://www.aboutamazon.eu/news/company-news/amazon-is-investing-more-than-700-million-in-delivery-station-technology-across-europe  https://www.aboutamazon.eu/news/company-news/amazon-is-expanding-and-accelerating-same-day-delivery-across-europe