Tell Me Something Good About Retail

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: Starte...

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%...

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 ...

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 commu...

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 C...

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...

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 build...

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 ...

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 ...

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 aro...

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 ...

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 ...

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 ...

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 ...

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 Fas...

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. Hi...

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 gen...

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 executiv...