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Special Guest: Tim Fehr, COO of Happy Returns
The complexities of modern returns management include processing hundreds of thousands of SKUs and demand both technological precision and human insight. As retail continues to evolve, the ability to efficiently manage returns while preventing fraud has become a critical factor in maintaining profitability and customer loyalty. As a pioneering force in returns management, Happy Returns has revolutionized the industry through its innovative approach to combining human verification with robotics automation. Join Shelley and Tim as they discuss how the Happy Returns system achieves a remarkable 35 percent improvement in processing speed while maintaining rigorous fraud prevention standards and how their automated processing centers ensure rapid inventory recovery for retailers. Their returns process is also netting a lifetime 93 Net Promoter Score. Their acquisition by UPS has further enhanced their capability to provide enterprise-level returns management solutions and the ability to scale innovation efforts.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Special Guest: Rebekah L. Matheny, NCIDQ, IIDA, Associate Professor | Interior Design | Department of Design, The Ohio State University; Founder & Director | REBEL Sustainable Futures Lab
The retail industry stands at a pivotal crossroads where sustainability, inclusivity, and profitability are converging to create a new model for growth. As consumer preferences evolve and environmental consciousness continues to rise, traditional retail operations are being challenged by a more circular, purpose-driven approach that promises both economic and environmental advantages. Circularity also includes store design with compelling supporting data: Circular retail models can generate up to four times higher profits per item while reducing environmental impact by 80 percent. Join Shelley and Rebekah as they unpack why circular design is not just about sustainability, it’s about creating a resilient business model. The imperative for change is clear: As Gen Zers and Alphas gain more purchasing power, their expectations for sustainable and inclusive retail experiences will reshape the industry. Retailers who pivot now will be better positioned to capture this growing market while contributing to a more resilient retail future.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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Special Guest: Arick Wierson, Emmy award-winning television producer, political analyst and Robin Report Contributor
There is much speculation about how the recent election will impact the economy, shape the future of America and direct its influence throughout the world. Join Shelley and Arick in a wide-ranging conversation about the potential after-effects of the national election on the American consumer, retail and the business world. They also discuss how retailers can learn lessons from the campaigns about how to use strategic marketing and media to best resonate with consumers, and how research and polling can be misleading. Arick cautions the need for businesses to adapt to a new socio-political landscape, suggesting hiring geopolitical analysts and better understanding how to manage broader geopolitical dynamics as a result of a breakdown of separation between business and politics. There is a lot to unpack in the first days of a President-Elect Trump administration.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Special Guest: Jay Hakami, CEO and Founder, Skypad, CEO, SkyIT Group
What’s a retailer’s worst nightmare? Not having the right retail insights and analytics to manage inventory. In an era where retail success hinges on speed to insight, the industry faces a critical intelligence gap stemming from outdated data sharing practices between retailers and brands. Operational efficiency can be crippled by inventory misalignment, yet so many businesses still struggle with the lack of accurate, granular and timely visibility into inventory levels that leads to stock discrepancies. What’s more, inefficient communication and lack of transparency between brands and retailers causes delays in inventory replenishment and excess stock in some locations while others face shortages. Join Shelley and Jay as they take a deep dive into the critical role of data transparency and communication between brands and retailers, examining how top performers are bridging the information divide. Speed to insight is the new currency in retail performance.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Special Guest
Tom McGee, President and CEO of ICSC, the International Council of Shopping Centers
Physical stores still function as strategic assets in today’s era of retail store transformation. New research from ICSC shows 92 percent of consumers plan in-store purchases this holiday season, reflecting the resilience and attraction of physical retail. Join Shelley and Tom as they explore what’s up for Holiday 2024 and how the in-store experience can create a powerful connection with shoppers. Despite the popularity of digital commerce, what may surprise you is there's an acute shortage of physical retail space, particularly in suburban markets. Listen and learn about the future of physical store planning and retail’s ongoing transformation.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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Guests:
Kim Kitchings - Senior Vice President, Consumer Marketing, Cotton Incorporated
Anna Copilevitz – Lead Program Manager, Zappos for GoodIn a global consumer marketplace where sustainability is no longer optional, two unexpected partners are redefining sustainable fashion initiatives. Join Shelley, Kim, and Anna as they unveil how Cotton Incorporated and Zappos are turning sustainability rhetoric into tangible action, challenging the status quo and setting new benchmarks for industry collaboration. Discover how these industry giants are transforming post-consumer denim into valuable resources, leveraging ecommerce infrastructure to make sustainability accessible to all consumers, and educating the next generation about circularity and its impact on their future. This isn't just another conversation about sustainability—it's a masterclass in innovative partnerships, consumer engagement, and future-focused business strategies. For retail executives looking to stay ahead of the curve, listen in and learn how to harness collective industry power, align in sustainable fashion initiatives and turn potential competitors into powerful allies for global impact.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Guests:
Jonathan Gold, Vice President, Supply Chain and Customs Policy, National Retail Federation.
Sonja Chapman, Associate Professor International Trade and Marketing at Fashion Institute of Technology.What’s the aborted port strike impact on the retail industry? Although the strike may be over, the real battle could be beginning. Beyond the longshoremen’s passalong salary hikes, a sticking point with the union is protection against automation. They are threatened by technology that can help build a more productive and profitable business model at the expense of union jobs. Join Shelley, Jonathan and Sonja as they look at the post-port strike landscape and discuss how CEOs can stay afloat for the all-important holiday selling period and beyond. Retail businesses and brands should be prepared for the next round of challenges with forward-thinking strategies for supply chain solutions to anticipate port closures, cargo piracy, labor disputes, and weather disruptions like hurricanes.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Guests:
Warren Shoulberg, TRR contributor, award-winning journalist, consultant for the retailing and home furnishings industries.
Brian Delp, President of Sales and Licensing, Himatsingka America.
The pandemic reshaped the home industry, with a shift towards home upgrades over new purchases. Join Shelley, Warren, and Brian as they discuss shifting consumer and market trends, supply chain disruptions and their impact on the current state of the home furnishings and retail sectors. Driven by high interest rates and a tightening housing market, revenge travel is out, home decor is in, and traceability is more important than ever. Consumers are now more focused on smaller, more affordable home décor updates. The conversation also addresses looming port strikes, which could significantly disrupt the already strained supply chain and disrupt Holiday 2024.For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Guest: Rebekah L. Matheny, NCIDQ, IIDA
Associate Professor | Interior Design | Department of Design and Founder & Director | REBEL Sustainable Futures Lab
Savvy retailers and brands already have a strategy to respond to the ongoing climate crisis. Join Shelley and Rebekah Matheny, an expert in sustainable design at The Ohio State University, as they discuss the implications of consumers’ impact on the planet. They cover sustainable solutions by making incremental changes despite the popularity of fast fashion and excessive consumerism. With circularity in mind, retailers should rethink store design and product life cycles, from raw materials sourcing to post-consumer reuse and recycling. While some brands, like Zara, are starting small by launching second-hand services, a more systemic change is needed. Gen Z and the Alphas can spot greenwashing a mile away and their priority for authentic sustainability may be just the catalyst for a viable circular economy in retail.For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Guest: Kimberly Minor, CEO of Women of Color Retail Alliance
The growing significance of the multicultural population, which will become the majority in the U.S. by 2050, will drive brands to integrate DEI authentically into their practices. Millennials, Gen Z and Alphas expect companies to reflect their values and are increasingly directing their spending toward those that do so. Join Shelley and Kimberly Minor, CEO of WOC Retail Alliance, as they discuss how to rethink DEI by understanding why embracing diversity isn't just a social cause but a business imperative. Listen in as they debunk myths around DEI initiatives and urge brands to reclaim a DEI culture for both customers and employees.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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The C-suite is undergoing a transformation with modern leadership becoming digitally savvy and keyed into the importance of customer behavior and mindsets. Join special guest Brenda Malloy, CEO of Herbert Mines Associates, and Shelley as they sit down to discuss leadership in the retail industry, focusing on stakeholders’ evolving expectations of CEOs and the critical attributes CEOs need for success in today's dynamic market. There is pressure to increase diversity and representation in the C-suite, particularly for women and BIPOC leaders. Brenda also provides insights into why some executives, including Mary Dillon and Brian Connell, are crossing over to retail from other sectors. And not to mention, but Gen Alpha is entering the workforce: Are retail leaders ready?
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Special Guests: Jennifer Peterson Community Engagement Chief at Edwards Companies and Brian Bernstein, Principal of REALM Collaborative
Mixed-use spaces have been reshaping urban development, and retail plays an essential role in the vibrancy of these public spaces. Jennifer Peterson and Brian Bernstein join Shelley to talk about trends in commercial real estate and urban development, and how collaborative partnerships can transform the success of these projects. Learn about the vital role community engagement plays in these projects, the benefits to cities, and what brands and retailers can do to tap into this trend. Hear real-world examples of the challenges and opportunities for retail in urban development and how public spaces can shape customer experiences and bring value to owners.For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Ace Hardware is on a roll.
It just debuted its new store concept Elevate Ace, designed on input from its suppliers, store owners, and shareholders. Reflecting shifts in consumer shopping behavior, the new store focuses on enhanced customer service with branded in-store experiences.
Join special guest John Venhuizen, CEO of Ace Hardware, and Shelley as they discuss how the company has transformed from a family-owned business to a global cooperative. Celebrating 100 years with a community focus, Ace’s unique business model allows entrepreneurs to become local store owners and shareholders of Ace Hardware Corporation.For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Are you ready to revolutionize your approach to employee engagement and customer loyalty? A new wave is growing of the critical importance of focusing on employee experience (EX) as the foundation for creating exceptional customer experiences (CX). Join special guest Matt Mueller, a retail renegade devoted to creating retail experiences that electrify, and Shelley as they shake up everything you thought you knew about today’s retail workforce. Learn how to flip the script on how stores innovate and operate.
Special Guest
Matt Mueller, globally recognized retail innovation strategist and author of best-seller “The Mindful Innovator.”For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Guest: Mark A. Cohen, former Director of Retail Studies at Columbia Business School and former CEO of Sears Canada.
What’s the back story on the Saks-Neiman Marcus merger? Will it survive? Could it be retail’s next colossal failure?
Mergers and acquisitions in the retail industry have a high failure rate, which begs the obvious question if this deal is a viable strategy for the two luxury brands. Join Mark and Shelley as they debate the leadership decisions at Hudson Bay and Saks Global and if this is another desperate example of the last-man-standing rationale rather than a visionary move.
The absence of strong merchant leadership in both companies may be its ultimate downfall. While the FTC shouldn’t have a problem with the merger, there are growing concerns about the financial integrity of Saks, most notably since the company isn’t paying its vendors, the lifeblood of a luxury designer brand. Listen in and get the full story about the turmoil behind the merger.For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
The results of the national election will impact retail in a multitude of ways: immigration policies, economic stability, labor markets, new regulations, and trade and economic policies.
Join TRR reporter Arick Wierson and Shelley as they explore consumerism, the struggles of the middle class, and the unique perspectives of Gen Z that frame the bigger picture about the state of our nation, now and post-election.
Their conversation also touches on the different needs and challenges faced by small local retailers compared to large corporations in an uneven retail landscape. Listen and learn from our provocative predictions!For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Special Guest: George Shaw, CEO and Founder, Pathr.ai
Spatial intelligence is supercharging merchandise and marketing teams. How? By transforming data into dollars. In-store teams are still at a disadvantage when it comes to knowing how their shoppers behave, compared to online retailers with unprecedented visibility into customer behavior.
Join special guest George Shaw, CEO and Founder of Pathr.ai, and Shelley as they discuss how spatial Intelligence captures data to reveal a deeper understanding of how customers shop in-store. AI-powered technologies can drive store layout optimizations, product placement, and marketing promotion effectiveness.
Find out how Pathr uses a retailer’s existing cameras to provide merch and marketing teams with real-time, actionable insights that help drive key business decisions.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Our Special Guests, MG2 Principals Melissa Gonzalez and Matthew Goelzer, AIA, LEED AP
Consumers now expect seamless, unified commerce experiences where they can access products and information anytime, anywhere.
This fluidity is reshaping how brands build loyalty and manage supply chains, with a focus on responsiveness to meet these high expectations.
Join Shelley and guests Melissa Gonzalez and Matthew Goelzer, Principals of MG2, as they discuss the pivotal role of supply chain management in modern retail. Their conversation highlights the importance of agility, the rise of unified commerce approaches, the potential of AI, and innovative strategies that are reshaping the industry.For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
Special Guest: Michelle Crossan-Matos, Chief Marketing Officer, Ulta Beauty
We’re experiencing a deficit in joyfulness; 85 percent of people wish they felt a high level of joy in their lives, but only 58 percent report feeling that way.
Ulta Beauty’s mission is to bring joy to millions of people, so they developed The Joy Project and enlisted the help of motivational speaker and podcast host Mel Robbins to empower customers and their workforce of 53,000 to embrace and experience joy.
Join Shelley and Michelle Crossan-Matos, Chief Marketing Officer of Ulta Beauty as they discuss how Ulta Beauty has prompted a national conversation about the barriers to joy and how to overcome them. Their discussion reveals how the program can transform a negative, self-criticism conversation into a supportive, connected community.
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!
As the world’s number-one PC manufacturer, Lenovo’s mission is to deliver smarter technology for everyone. The company journey has transformed from a wholesale business to a DTC model supported by rich data and analytics delivering world-class experiences for its users. How did they do it? Join Shelley and Jennifer Downes, Lenovo’s CMO of Global eCommerce, as they discuss how attracting repeat customers for a business based on infrequent purchases requires innovative thinking.
The new Lenovo customer-centric approach has resulted in a 28 percent increase in digital orders. Listen and learn!
For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.
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