Episode Overview Five conversations with retail entrepreneurs and experts who've built successful businesses by focusing on customer relationships, finding creative solutions, and staying true to their mission. From lumber liquidation to rum cakes, these stories reveal the fundamentals that drive retail success. Featured Guests Tom Sullivan - Founder, Lumber Liquidators Background: Started with Evil Knievel bicycle jumps at age 12, built a construction company, then discovered opportunity in dis...
Jun 12, 2025•31 min
In this episode, Ann Ruckstuhl, SVP and CMO at Manhattan Associates, to unpack the hard truths and high hopes revealed in the 2025 Unified Commerce Benchmark. Ann brings her decades of experience—from the sales floor at Burdines to Silicon Valley startups and global tech leadership—to expose the growing gap between shopper expectations and retail execution. 👉 Spoiler: only 5% of retailers are considered leaders today—and 35% of what made a retailer stand out two years ago is now just table stak...
May 29, 2025•34 min
In this podcast episode, host Bob Phibbs, known as the Retail Doctor, discusses the evolving landscape of retail technology and the importance of human connection with guests Nikki Baird, Shep Hyken, Ethan Chernofsky, Lauren McGuire, Dax DaSilva and Dan Hodges. Podcast highlights include the complexities of in-store technology and the need for seamless transactions, even offline and the critical role of human touch and staff training in creating memorable customer experiences. The episode unders...
Apr 10, 2025•38 min
In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, retail leaders discuss strategies for enhancing customer engagement, employee development, and adapting to change. Mark Fletcher, CEO of News Express, emphasizes experiential retail by creating community spaces in stores. Joy Poynter, CEO of Fleet Feet, highlights the integration of technology and human connection to foster a running community. Jennifer Grimm, founder of Lux Beauty, stresses the importance of core va...
Mar 13, 2025•36 min
In this episode of "Tell Me Something Good About Retail," Bob Phibbs, the Retail Doctor, explores the importance of human connection in retail with various guests. Patrick Burke, CEO of a men's clothing store in Ireland, discusses winning a retail excellence award and the value of customer relationships. His wife, Imelda, shares insights from running a restaurant, emphasizing community ties. Ralph Simons, former CEO of Tony and Sheppard USA, highlights the role of training in luxury retail. Jane...
Feb 13, 2025•33 min
In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, the Retail Doctor, the focus is on the importance of human connection in retail. Bob introduces various guests who share their insights on creating meaningful customer experiences. Martin Lindstrom discusses the concept of tribes and the need for empathy in retail. Chris Brown emphasizes the role of joy and employee engagement in enhancing customer service. The episode underscores that successful retail is about buil...
Jan 17, 2025•28 min
Guest: Paul Landry, Co-owner of Crossover Comics (Montreal) Location: 3560 Notre Dame West, Montreal (St. Henry neighborhood) Key Discussion Points: - Store founded in 2012 by high school friends combining library technology, retail, and comic shop experience - Mission to change comic store reputation from intimidating/judgmental to welcoming - Uses technology for inventory/loyalty programs, ahead of industry curve - Focuses on building community through book clubs, events, and an inclusive atmo...
Dec 05, 2024•36 min
In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the "Retail Doctor," converses with Charlie Koniver, principal at Odyssey Retail Advisors. They discuss the evolution of luxury retail, emphasizing the need for a human connection and collaborative strategies between developers and tenants. The conversation covers the impact of the pandemic on shopping behaviors, the importance of prime real estate for luxury brands, and the trend of integrating food and beverage options ...
Nov 14, 2024•33 min
In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the Retail Doctor, and Carol Leaman discuss the post-pandemic retail landscape, emphasizing the critical role of frontline workers. Carol highlights challenges in hiring and training, revealing that 61% of frontline managers report a decline in applicant quality. They stress the importance of effective, engaging training to reduce turnover and burnout. The episode underscores the need for a supportive work environment and...
Oct 24, 2024•32 min
Josh Orr, the founder of Capital Commerce and host of the Retail Initiative Podcast, is one of the leading voices in eCommerce today. He specializes in helping brick and mortar retailers gain traction in their online sales. With his team, he’s helped hundreds of retailers create thriving and profitable eCommerce businesses. Apart from his company’s eCommerce services, you may have seen him on stages at markets and retail events around the US or have taken part in his digital classes or in-person...
Sep 05, 2024•43 min
In this episode of Tell Me Something Good About Retail, host Bob Phibbs, the Retail Doctor, and Nicole Leinbach, founder of Retail Minded, delve into their extensive retail experiences. They discuss evolving consumer behaviors, the critical role of community collaboration for small businesses, and the impact of different generations on retail. Nicole shares her retail journey, inspired by her childhood shopping trips, highlighting the importance of exceptional customer service. They also explore...
Jul 11, 2024•33 min
Chris was involved from the very beginning of Ted Baker in 1988 and headed up the Retail Team for over 30 years as the company's Global Retail Director. During this time, Chris was responsible for many aspects of Ted's unique retail style and is considered one of the leading lights of the drive to create 'retail theatre.' Since leaving the brand in 2017, he has been busy as a Non-Executive Director of several companies and providing retail insight for leading consulting firms' private equity hou...
Jun 19, 2024•1 hr
Shawn D. Nelson is the author of Let Me Save You 25 Years: Mistakes, Miracles, and Lessons from the Lovesac Story. He is the founder and CEO of the Lovesac Company, which designs, manufactures, and sells such furniture as modular couches and bean bag chairs. Nelson holds a BA in Mandarin Chinese from the University of Utah and a Master’s degree in Strategic Design and Management from Parsons, The New School for Design in New York City, where he later became an instructor.
Jun 06, 2024•37 min
Jim Fielding is a respected retail and media industry veteran whose expertise combines storytelling, product innovation, merchandising, and consumer experiences. Jim currently serves as a partner at Archer Gray, an independent media company, and president of its Co-Lab Division. Having led consumer products groups at the world’s largest media companies, including Disney, Dreamworks, and Twentieth Century Fox, Jim has built diverse cultures and visionary teams that excelled in competitive global ...
May 09, 2024•43 min
Michael Hinshaw is the founder and president of customer experience consultancy McorpCX and has been recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive and How to Be One of Them. He has been published and quoted in dozens of publications, ranging from Harvard Business Review and Fast Company to American Executive, Forbes, and Time. His new book, Experience Rules! ...
Apr 04, 2024•31 min
Bob Phibbs interviewed Michael Hinshaw, author, and president of MCorpCX, about balancing corporate amnesia with relevant customer personalization - and more - on this episode of Tell Me Something Good About Retail.
Apr 04, 2024•31 min
Robert Grimmett is a visionary creative leader with over 20 years of experience shaping the retail landscape. Renowned for his work with iconic global brands, he's an award-winning entrepreneur and designer. As a thought leader, Robert frequently shares insights at industry conferences and in publications. At the intersection of innovation and insight, Robert is not merely a designer; he's a curator of retail adventures. His knack for anticipating the next big trend transforms the act of shoppin...
Mar 07, 2024•37 min
Jon Nordmark is co-founder and CEO of Iterate.ai launched in 2013. With an $82,000 marketing budget and no salespeople, Iterate's revenues grew profitably by 543% to more than $10 million over the past five years, landing it on Delloite's 2021 Fast 500 list. 85% of Iterate's 102-person team is technical, and 15% hold PhDs or MS degrees in AI. While Iterate provides strategic advisory services related to AI and generative AI, 90% of Iterate's revenue comes from its patented low-code AI software p...
Dec 14, 2023•37 min
Renee is the Co-Author of best-selling book Next Generation Retail: How to Use Technology to Innovate for the Future which takes a deep dive into the technologies impacting retail and e-commerce today, including AI, retail media, social commerce, Web3, sustainability, supply chain, loyalty and more. Renee is based in Portugal and is an Advisor to start-ups in the consumer, retail & technology sectors. She also conducts executive education and training for brands and retailers seeking to infu...
Nov 30, 2023•32 min
CEO and Founder Nolan Wheeler comes from retail loss prevention and store operations with hypermarket, grocery, big box, electronics, and more. Fatigued with the lack of solutions for FLW (frontline worker) and store operations, having watched 25 years of solutions being provided for online shopper, all-while developing few in-store technologies and further creating more friction (locking showcases, display-only, out of stocks), SYNQ went on a mission to respect the customer's time, increase "cu...
Nov 16, 2023•39 min
Robert M. Schindler is Professor of Marketing at Rutgers University in Camden, New Jersey. He has researched consumer perception, attitude, and motivation. His papers have appeared in publications such as the Journal of Consumer Research, Journal of Marketing Research, Journal of Retailing, Journal of Advertising, and Journal of Consumer Psychology. A focus of his interest has been pricing-related topics, such as the effects of 9-ending prices and price promotions, and he has written the textboo...
Nov 02, 2023•41 min
Christine Miles is the founder and CEO of EQuipt, an award- winning author, professional keynote speaker, consultant, executive coach, thought leader, entrepreneur, and world- renowned expert in the field of listening differently.
Oct 19, 2023•41 min
In essence store management is trying to solve the problem of increasing the dignity of working in a physical store. Instead of taking steps to distance customers from employees, Sparkplug helps retailers reward employees for doing the job of making more sales - not just moving merchandise or shipping orders.
Oct 05, 2023•39 min
Colleen Wilson is a retail executive with over two decades of management experience and an established record for driving strategies to increase customer engagement and drive operational and service excellence. In her current role as SVP of Retail and Wholesale at Kendra Scott, Colleen leads the development and implementation of all strategies across the brand’s retail and wholesale businesses. Prior to joining Kendra Scott, Colleen spent nearly 11 years in various retail management roles at Ant...
Sep 21, 2023•40 min
So many retailers buy what they like instead of buying what they need. Discover the four questions to ask yourself before purchasing anything as well as tips for how to get rid of slow moving merchandise and how buying has changed since the pandemic.
Sep 07, 2023•41 min
Dr. Janel Anderson is the founder of Working Conversations and a voracious researcher, author, and podcaster. During her conversation with Bob, Dr. Anderson shared insights about her experience of re-engineering dishes from her favorite restaurant. She stated that it was a trial and error process, and getting it right usually takes a few attempts. Dr. Anderson also discussed the labor shortage, and she suggested that it's been sneaking up on us prior to the pandemic. She emphasized that the pand...
Jun 22, 2023•33 min
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author of eight books and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Summary of Key Points: Importance of Being Helpful: Being helpful goes beyond being friendly. It's about understanding the customer's needs and providing the best solution, even i...
Jun 01, 2023•41 min
Dr. Kimberly McGlonn is an advocate for justice & environmentalism, an advocacy that informs her approach to leadership in the fashion industry. As Founder & CEO of the manufacturing start-up Grant Blvd®, she oversees the brand's creative direction and growth strategy. Grant Blvd’s mission is to construct stylish, sustainably sourced fashion by creating living wage jobs for women, particularly those who are formerly incarcerated. Founded in 2017, Grant Blvd is the first Black-owned B Cor...
May 11, 2023•40 min
Nate Woodbury is a popular YouTuber who creates videos about entrepreneurship and digital marketing. He started his channel in 2016 and has since amassed a large following of over 300,000 subscribers. Nate's videos are informative and easy to understand, making them perfect for beginners who are interested in starting their own businesses. In this episode, he shares tips and tricks for growing an online presence and building a successful brand . Nate is known for his friendly personality and app...
Apr 20, 2023•34 min
From ten years old Clint Pulver knew he had been given a moment. He shares that revelation and how it has informed everything he has done as a speaker, motivator, and performer. Having performed over 1100 undercover interviews with employees in all walks of life, he has culled his learning in to speeches, training, and music. Clint shares the four types of managers - and which is best as well as how to create moments that stick with employees and teams.
Mar 30, 2023•43 min
