The Retail Spotlight

🎙️ In this episode of The Retail Spotlight, we sit down with Nina Mimica, C-suite executive and advisor with 20 years across retail, telecommunications, global appliances, and advertising.Nina came to retail from the outside and what she found surprised her. A sector sitting on enormous data potential, moving faster than almost any other industry, yet consistently unable to act on what it knows. She spent six years at the center of one of Europe's most aggressive retail growth stories - Studenac, a Croatian grocery chain that grew from 350 to 1,500 stores during her tenure - building digital infrastructure, loyalty, and innovation from scratch while still scaling at full speed.In this conversation, Nina gets into why data transformation stalls at exactly the same three points in almost every retail organisation - and why the fix might already exist inside the culture of retail itself. She also shares why the relationship with platforms like Glovo and Wolt is more complicated than most retailers think, and what she'd tell any executive trying to build the internal case for data investment right now.

🎙️ In this episode of The Retail Spotlight, we sit down with Anand Ganesh - Founder of Retail Fountainhead and veteran retail strategist with 27 years across consumer tech, e-commerce, and big-box retail. Anand takes us inside the thinking that turned flashy campaigns like “Buy a TV, Get a BMW Free” into a long-term playbook for trust, data, and strategy. More importantly, he unpacks why physical retail’s future may depend on thinking less like a traditional store and more like a marketplace.From real-time dashboards shared with 300+ brands to the radical “Retail as a Service” model, Anand explores how collaboration, transparency, and tech can transform even the toughest categories. We also dive into why “digital transformation” is the retail buzzword he’d gladly ban forever - and what should replace it in the AI era. If you want to know how marketplaces are rewriting the rules of physical retail and why the store of the future will feel more like a media channel than a stockroom - this episode is a must-listen.

🎙️ In this episode of The Retail Spotlight, we’re joined by Giovanni Zaccariello, SVP Global Visual Experience at Coach, who shares how the iconic brand is redefining what physical retail means in today’s world.Giovanni takes us inside Coach Play, the brand’s immersive retail concept, where stores are designed to activate all five senses and inspire emotional connection through local storytelling, community engagement, and creative experimentation.From gamified experiences like Roblox and Zepeto to on-campus pop-ups, cafés, and ice cream trucks, Coach is rewriting the retail playbook for Gen Z. Giovanni talks about how his team brings big creative ideas to life - from pop-ups to global stores - without losing the details that make each one feel intentional, consistent, and sustainable.We also explore how Coach is building long-term brand equity through evergreen icons like the Tabby bag, and how physical spaces are becoming the brand’s most powerful storytelling tool.If you’re curious about how emotion, experience, and experimentation are shaping the future of retail, this episode is not to be missed.

In this episode, our guest is Mara Carvalho, Digital Director at Salsa Jeans, who reveals how the innovative denim brand creates seamless customer experiences across all touchpoints.Mara shares how Salsa brings the in-store experience online through their unique system, where store associates provide personalised shopping assistance via chat to digital customers. Learn about their creative use of physical stores as fulfillment centres, dramatically reducing delivery times while optimising resources.Mara also discusses Salsa's evolving loyalty program that caters to their most valuable customers—the 5% who generate 20% of sales—with exclusive benefits, including their "Infinity" service offering complimentary repairs and alterations. This conversation offers valuable insights into how traditional retail brands can successfully bridge the physical and digital worlds while maintaining a human touch throughout the customer journey.

In this episode, we're joined by Gianfranco Cuzziol, CRM and personalisation expert whose journey spans from astrophysics, to second-hand card salesman, to global CRM leader, including roles as Global Head of CRM at AESOP. Gianfranco shares profound insights on the art of meaningful personalization in retail, introducing his concept of "thick" versus "thin" data.He explains why personalisation without purpose is pointless and how over-personalisation can actually harm customer engagement, illustrated through real-world examples from his experience. We explore the delicate balance of data collection in physical retail, the importance of store-specific communications, and how brands can build trust through progressive profiling. The conversation touches upon correlations he's discovered in customer behaviour. For example, how buying birdseed could signal an upcoming major DIY project, demonstrating the power of understanding customer context beyond pure transaction data.Through compelling stories and practical examples, Gianfranco shows us why successful retail personalisation isn't about collecting more data, but about understanding the 'why' behind customer behaviour and earning the right to ask for information by delivering genuine value in return.Timestamps0:00 Intro01:46 Gianfranco Cuzziol07:58 Number and data in CRM09:23 Personalisation with purpose is pointless15:30 Understanding thick and thin data in personalisation19:30 First, understand your customers 24:30 Customer segments & customer journey28:34 Store-First Approach @Aesop31:10 Providing helpful information for customers36:34 Minimum viable data47:20 Rapid fire round 👾

In this episode, we’re joined by Harri Nieminen, Head of Customer Experience and Insight at Stockmann, the iconic 160-year-old Nordic department store. Harri takes us on a deep dive into how Stockmann measures customer experience with their unique Emotional Value Index (EVI).He explains how this innovative approach allows Stockmann to truly understand their customers' feelings, translating emotions into actionable insights that drive business growth and keep shoppers returning generation after generation. We also explore Stockmann's culture of customer centricity, where departments collaborate to elevate CX, and discuss the delicate balance between embracing digital innovation and preserving human connections in the physical retail space.Timestamps00:00 Intro02:46 Harri Nieminen08:00 Emotional Value Index (EVI) @ Stockmann13:55 Translating EVI into actionable steps to drive business growth25:59 How to deliver CX insights and drive changes across the organisation31:35 Toolkit and setup37:10 The role of technology in the physical world42:12 Balancing the CX expectation between customers from different generations45:20 Rapid fire round 👾P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5-star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

This episode features Alan Ferrero, Digital & Ecommerce Director at Camper. We explore how this 50-year-old Mediterranean shoe brand is reimagining the future of sustainable footwear while building a thriving digital community.Alan shares insights into Camper's Walking Society loyalty program, which has grown to 3.5 million members by focusing on community and shared values rather than traditional points-based loyalty. We discuss their groundbreaking sustainability initiatives, from repair services to the innovative modular shoe concept. We also dive into how Camper successfully blends digital innovation with traditional craftsmanship, and their vision for the future of personalised footwear. Timestamps:0:00 Intro1:50 Alan Ferrero as Digital Director @ Camper6:24 Camper’s community-focused loyalty program, the Walking Society12:10 Breaking down data silos14:20 Enhancing customer loyalty, especially with Gen Z18:09 In-store experience20:45 Sustainability initiative29:58 Challenges during digitalisation31:14 Digitalisation in physical stores33:30 Personalisation through technology36:31 Customisation through modular shoe38:35 Rapid fire round 👾P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5-star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

In this episode, our guest is Peter Pernot-Day, Head of Strategic and Corporate Affairs for NA and Europe at Shein. We discussed the secret to Shein's success and rapid expansion in fashion retail, a fast-moving and highly competitive industry.In this episode, we provide insights into how Shein leverages tech innovation, such as their on-demand model and innovative supply chain, to reshape how we design, produce, and shop for clothes. We discuss how Shein's on-demand model keeps up with ever-changing consumer preferences, as well as the key strategies they use to build customer loyalty and retention. Additionally, we explore how Shein addresses the sustainability topic. We also have a peek into their potential brick-and-mortar strategy, the Shein X program, and global expansion strategies.Timestamps:00:00:00 Intro00:02:05 Peter Pernot-Day00:04:17 On-demand model 00:10:55 Micro-production & sustainability00:14:25 Optimising customer LTV00:19:06 Omnichannel retention strategies00:22:33 Pop-up stores and potential brick-and-mortar strategy00:28:14 Shein X program00:31:20 Shein's innovative supply chain: the digital merchant system00:39:00 Global expansion 00:42:10 Rapid fire round 👾P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5-star rating on Spotify, Apple Podcasts, or wherever you watch your podcast. 

This episode of 'The Retail Spotlight' features an exciting conversation between our founder and host, Mitul Jain, and Marco Trada, Director eCommerce at Leroy Merlin. Most traditional retailers struggle to figure out omnichannel and the DIY space is one where its even harder to get it right. In this power-packed episode, Marco shares his invaluable insights on the scale of eCommerce in their business, the ways in which stores and digital are collaborating to create a truly omnichannel experience, and the ongoing battle with Temu. 🚀  This is an episode you won't want to miss!P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating on Spotify, Apple Podcasts, or wherever you watch your podcast. #TheRetailSpotlight #RetailTech #RetailInnovation #CustomerExperience #Podcast

This episode of 'The Retail Spotlight' features an exciting conversation between our founder and host, Mitul Jain, and Roger Graell Sole, Chief Digital Officer at Bata Group. The Bata Group has a unique position of being a household name in tons of countries for several decades now.In this power-packed episode, Roger shares his invaluable insights on:🔍 how to digitise the business of this scale 🔑 How do they successfully roll out technologies across all countries while maintaining local specifications🚀 How do they make sure that a customer sitting in Bogota and a customer in Bombay feel the same level of connection that they felt with Bata for generations This is an episode you won't want to miss!P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating on Spotify, Apple Podcasts, or wherever you watch your podcast. #TheRetailSpotlight #RetailTech #RetailInnovation #CustomerExperience #Podcast

Get ready for an exciting conversation as our founder and host, Mitul Jain, chats with Alessandra Montrasio, Chief Marketing Officer. Alessandra shares her incredible journey from FMCG giants to agile retail scale-ups.Tune in to Learn:🔍 The synergy between marketing and operations to enhance customer experiences🔑 Evolution of CRM from data management to a platform for meaningful interactions📝 Empowering frontline, listening to their insights, and creating a culture to express their point of viewPacked with invaluable insights for professionals aiming to draw flawless execution and innovation, this episode is one you won't want to miss!

Everyone likes being first, be it in a race or to embrace new technologies.In the debut episode of 'The Retail Spotlight' podcast, Mitul Jain (CEO of refive) engages in an insightful conversation with Jonathan Haywood, Former Director - Digital, Loyalty, CRM, Transformation at Holland & Barrett. 🌟 With over 11 years at this iconic health and wellness retailer, Jonathan has worn multiple hats and spearheaded numerous transformational initiatives.In this power-packed episode, Jonathan shares his invaluable insights on:🔍 Navigating personalisation strategies in a highly regulated environment 📝 Key insights into the ever-evolving retail landscape 🔑 Simple yet effective tips for optimising retail operations🚀 The success story behind Holland & Barrett’s widely successful loyalty programThis is an episode you won't want to miss!P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating on Spotify, Apple Podcasts, or wherever you watch your podcast. #TheRetailSpotlight #RetailTech #RetailInnovation #CustomerExperience #Podcast

Welcome to "The Retail Spotlight"!We have a lot of ground to cover on this podcast but first and foremost thanks for tuning in to the trailer episode!Here’s a quick one minute trailer that gives you a sneak peak into what our podcast is all about. 🔊 Don't miss: Our kick-off on 20.06.2024! Follow us now on Spotify, Apple Podcasts, and wherever podcasts are available to make sure you don't miss an episode.Put on your headphones and let's go! 🎧