On this episode of Talking Shop, we welcome back Al Gerrie, founder of ZigZag Global, a platform helping retailers manage and optimise returns. We discuss why so many brands lose revenue by planning returns too late, how data and carrier partnerships can ease peak-season pressure, and what a customer-friendly - yet profitable - returns strategy looks like. Al also shares his advice for future-proofing retail returns in the years ahead.
On this episode of Talking Shop, we’re joined by Katie Mitchell, managing director of Seen Studios — a creative agency shaping the future of retail experience. Katie shares her insights on what today’s consumers expect from brands, how design storytelling drives engagement, and the evolving role of physical spaces in a digital-first world. From innovation to authenticity, we explore how Seen Studios helps global brands connect meaningfully with audiences in 2025 and beyond.
This week, we are joined by Georgina Colman, founder of Purpl — the UK’s first discount platform for the disabled community. We talk about the hidden costs of living with a disability, why inclusive pricing matters, and how retailers can better serve disabled customers. Georgina also shares insights on the Purple Pound and her vision for a more accessible and equitable retail landscape.
On this episode of Talking Shop we’re joined by Sarah Fairhurst, Creative Director and Board Member at Dalziel & Pow. Sarah shares insights from her work with iconic brands like Guinness and Primark, exploring what makes retail identities resonate today. We discuss balancing brand consistency with innovation, the evolving role of in-store design, and how retailers of any size can elevate experiences through thoughtful creativity.
On this episode of Talking Shop, we are joined by Sarah Taitt, Chief Property and Services Officer at Wickes. Sarah shares the story of her career in retail, from early lessons and mentors to stepping into senior leadership. We discuss the authentic company culture at Wickes and how it helps prepare its talent for future success, how best to foster the skills needed to progress into executive roles and why championing social mobility and diverse talent pipelines is essential to the future of retail.
On this episode of Talking Shop we are joined by Erol Ayvaz, CEO & Founder of Serve First. We dive into the biggest CX challenges facing retailers today, how AI is reshaping customer experience, and the pitfalls of poor feedback management. Erol also explores whether AI could play a more emotional role in CX — understanding tone, empathy, and sentiment in real time — and what the customer journey of the future might look like.
On this episode of Talking Shop, we’re joined by Rachel Levy, head of Retail and Lifestyle at Snap, to discuss how AR and immersive tech are transforming retail. We cover reimagining the customer journey, redefining ROI, fresh insights into Gen Z shopping behaviours, and the balance between entertainment and commerce as social platforms become shopping destinations.
On this episode of Talking Shop we are joined by Peter Alexander, the “Pyjama King” and founder of the iconic eponymous sleepwear brand. Peter shares his journey from early challenges and unexpected setbacks to building a playful, global retail empire. We discuss how he turned obstacles into opportunities, the importance of brand identity, what makes the UK retail market attractive, and how he continues to keep the brand relevant across generations.
On this episode we are joined by Alix McCaffrey senior director of product at HelloFresh. Alix shares insights on changing UK consumer behaviour, lessons from direct-to-consumer retail, and building a balance between data and creativity. She also discusses category expansion, affordability versus premiumisation, and the biggest drivers of consumer engagement in the years ahead.
On this episode of Talking Shop we are joined by Rebecca Sawyer, Managing Director Retail, GRO. We explore the health of the UK retail property market, spotlighting where resilience and growth are strongest, her advice on future-proofing new stores for an omni-channel world, and her predictions on what will define the most successful retail spaces of tomorrow.
On this episode of The Talking Shop Podcast, we speak with consumer expert and author of The Science of Shopping, Kate Hardcastle. With a career spent decoding shopper behaviour, Kate shares what drew her to the psychology of retail and the lessons she’s learned along the way. We explore what truly engages customers, how nostalgia shapes perception. From authenticity to the power of joy, Kate offers sharp insights into what makes people buy – and the one shopper truth that never changes.
On this episode of the Talking Shop Podcast we speak to Graham Smith, strategic account director at Gophr, about the evolving demands of last-mile delivery. Drawing on experience with brands including Screwfix and Abercrombie & Fitch Graham shares how tailored solutions can help retailers of all sizes compete with industry giants. He outlines common delivery pitfalls, the role couriers play in brand perception, and the metrics that really matter.
In this episode of Talking Shop, we speak to Andrew Goodacre, chief executive of the British Independent Retailers Association (BIRA). He shares his ongoing work advocating for independent retailers at government level, outlines the policy changes he hopes to see, and highlights why agility, creativity and flexibility are critical advantages for smaller businesses. Goodacre also discusses the growing importance of loyalty schemes across the sector – and how independents can use them to build stronger, longer-lasting customer relationships.
In this episode of The Talking Shop, we are joined by retail strategist Chris Fosdick of PA Consulting to explore why listening is a true “superpower” in today’s competitive retail landscape. Chris breaks down the latest insights from PA Consulting’s Brand Impact Index, a comprehensive study capturing the views of over 7,000 consumers. We discuss what the data reveals about shifting shopper expectations, the growing demand for authenticity and accountability, and why brands that sideline ESG commitments risk losing consumer trust — and market share.
In this episode we speak to Simon Hedaux, the co-founder of Rethink Productivity. We discussed the most common blind spots retailers have when it comes to inefficiencies within their business, the shocking impact that even one second of misused time can have on your bottom line, and how AI will impact productivity in the years ahead.
This episode we are joined by Fi Sellick UK GTM Strategy, Planning and Operations, Square. She shares insights on her role and the broader challenges and opportunities facing UK retail. She discusses the impact of pedestrianisation on the revival of the high street and whether Oxford Street’s transformation will achieve its intended goals.
On this episode of Talking Shop, we are joined by Jonathan Simmons, partner at L.E.K. Consulting. We discuss how he helps retailers expand into international markets, including the strategic and operational challenges of global growth. Jonathan also shares insights on the current difficulties retailers face in attracting external investment, and how companies are evolving their offerings to remain competitive in today’s challenging retail environment.
In this episode we speak to Becky Lombardo, founder of Londra Consulting. Becky shares insights from her extensive career in logistics and managing global supply chains, including exploring the common misconceptions retail leaders hold about their own operations, and the practical strategies for navigating competing priorities in today’s complex retail environment.
On this episode of Talking Shop, we sit down with Claire Barber, CEO of the SGS Group - which owns the Lakeside, Harlequin, Victoria, and Braehead shopping centres. We discuss Claire’s journey to stepping into the role at SGS nine months ago, her top priorities for stabilising and future-proofing SGS’s retail centres, and how wellness, entertainment, and even residential integration form part of the shopping centre model of the future.
On this episode of Talking Shop, we are joined by Susannah Schofield, Director General of the Direct Selling Association (DSA) - the UK’s leading industry body for direct-to-consumer (D2C) retail. We delve into the DSA’s mission and how it supports well-known members like Avon, Oriflame, and Seranova. Susannah shares insights on the evolving D2C landscape, clears up common misconceptions about direct selling, and explains why D2C brands are thriving in today’s fast-paced and competitive retail environment.