What Retailers Can Learn From the Navy Exchange

Matt Hopkins, Founder of IND!E, joins Natalie to discuss the evolution of pop-up shops, the role of small and medium-sized enterprise (SME) brands in driving innovation, and the significance of storytelling in retail. Matt shares his views on changing consumer expectations such as the heightened demand for authenticity and ethical shopping. They also delve into the trend of digitally native brands moving into physical spaces and highlight some of the challenges faced by SME challenger brands in a competitive market. Matt’s bio: Matt Hopkins is a seasoned business leader with over 25 years of experience in successfully selling products to major retailers. He excels in identifying growth opportunities, crafting robust commercial strategies, and driving impactful sales and marketing initiatives.   A visionary entrepreneur and creative thinker, Matt has a proven track record of developing and scaling diverse business models. His expertise in licensed branding has led to collaborations with renowned brands such as Jamie Oliver, Laura Ashley, The Great British Bake Off, and Chef Tom Kerridge.   Throughout his extensive career in retail, Matt recognised a significant shift in consumer trends toward locally made products with compelling stories. This insight inspired him to establish IND!E, a fresh and dynamic force driving change in the retail industry. Under Matt’s leadership, IND!E has become a market leader, supporting both major retailers and the SME challenger brand community. The company operates hundreds of pop-up shops in major retail locations each year and has pioneered a unique shop-in-shop concept, offering a crucial stepping stone for SME brands. Additionally, IND!E provides a comprehensive learning and resource hub and is set to launch its own e-commerce platform this year, further solidifying its role as an innovator in the retail landscape. Connect with Matt on LinkedIn. Visit IND!E.

Did you know that over 80% of the U.S. population lives within a 10-mile radius of a Goodwill store or location? Live from the NRF Big Show in NYC, Natalie speaks to the CEO of Goodwill, Steve Preston. He discusses the organization's strategic priorities, why the perception of thrifting is evolving, and the impact of digital. Steve also shares his views on what’s driving the surge in the resale market today and how Goodwill’s proximity to the customer allows for deeper community engagement. Bio: Steven C. Preston is the president and CEO of Goodwill Industries International, which provides services to 154 local, independent Goodwill organizations which together represent the leading provider of workforce training and development. In 2022, Goodwill served more than 2.1 million people which range from lighter touch services to extensive training, career navigation and job placement support. Preston has served in numerous operational and financial leadership positions in both the public and private sectors. He headed two federal agencies during times of national crisis, the U.S. Department of Housing and Urban Development (HUD) and the Small Business Administration (SBA); led successful turnarounds as the CEO of two private corporations, Oakleaf Global Holdings and Livingston International; and served as the CFO of two Fortune 500 companies during times of significant change and restructuring, Waste Management and ServiceMaster. Preston served as HUD Secretary during the housing crisis of 2008, representing the federal agency on the board of the Troubled Asset Relief Program (TARP). During his tenure, HUD dramatically increased Federal Housing Administration and Ginnie Mae capacity to meet exponentially rising demand. Under his leadership, the agency also expanded its ability to assist victims of natural disasters, advanced the rebuilding of mixed-income neighborhoods in post-Hurricane Katrina New Orleans, and improved financial literacy programs. From 2006–2008, Preston served as Administrator for the SBA. In addition to multiple small business services, the SBA provides disaster loans to homeowners and businesses. Following Hurricane Katrina, Preston spearheaded a reform agenda to expedite financial support to disaster victims and make the agency more responsive to customers, accountable for results, and efficient in the delivery of services. During his tenure, the SBA launched and advanced programs to expand entrepreneurship opportunities for veterans and military families, for people located in areas with high rates of poverty and unemployment, and for people who were facing various life challenges.  In his private-sector roles, Preston gained significant experience expanding into new product and geographic markets, leveraging technology for both client and efficiency benefits, improving employee engagement and restructuring operations. Preston graduated with highest distinction from Northwestern University and holds an MBA from The University of Chicago. He has served on numerous boards or in other capacities for organizations supporting the needs of people with disadvantages, especially in urban centers. He currently serves on the Board of Directors for the Partnership for Public Service and the Board of Trustees of Wheaton College. He and his wife, Molly, live near Washington DC and have five children — Anna, Madeleine, Gibson, Eleanor, and Steven Jr.

Live from the NRF Big Show, Co-op’s director of technology Ian Cox joins Natalie to discuss: NRF highlights and practical use cases for AI in food retail. How Co-op enacted digital transformation to innovate faster, scale resources, and stay agile in a rapidly changing market. The importance of service availability as a convenience retailer: delivering transformation projects with minimal impact on the customer. The relevance of quick commerce for convenience retailers. Ian’s Bio:  Ian Cox is the director of technology for Co-op UK, where he oversees SAP services, roadmap and footprint across the entire business. He’s also responsible for all Colleague Digital Technology products and platforms used in our Co-op businesses and support center, including Stores, Distribution, Legal Services and Funeral-care. Connect with Ian on LinkedIn.

How did a family-run confectionery shop in Devon become the UK’s #1 seller of sweets on TikTok? George Robinson, Managing Director of SoSweet, shares the retailer's remarkable TikTok journey which started with a Gavin & Stacey inspired clip that went viral in 2020. The business is now making millions on the platform. George and Natalie discuss: The SoSweet story – how a pandemic pivot unlocked a lucrative new channel for the family business. Monetizing your audience – how SoSweet’s early TikTok success positioned them well for the launch of TikTok Shop. Halo effect - why TikTokers are flocking to SoSweet’s bricks & mortar stores. Industry lessons - evolution of social commerce and opportunities for the future. Advice for retailers and brands - embracing authenticity, community, evolution. George's bio: George Robinson is the Managing Director and Owner of SoSweet, a specialist confectionery business based in the South West of England. The business launched in 2014 and now trades through 16 retail stores across four counties in the South West. It also has a large presence online selling DTC through its website as well dominating the FMCG category on TikTok Shop. SoSweet also supplies a range of confectionery and snack products directly into hundreds of independent retail stores nationally through its direct-to-store wholesale business SoSweet Direct. George is a very hands-on MD with a strong involvement across all functions of the business. His long-term goal is to grow SoSweet into a nationally stocked household brand.  Check out SoSweet on TikTok. Connect with George on LinkedIn.  

On the final episode of 2024, Natalie is joined by authors Mark Abraham and David Edelman to discuss their new book, Personalized: Customer Strategy in the Age of AI. 📺 This episode is also available as video, so head over to the new Retail Disrupted channel on YouTube to watch the conversation unfold. David, Mark, and Natalie discuss how customer expectations are evolving in this digital era, why businesses often get stuck and don’t go far enough when it comes to personalization, and how generative AI will unlock new real-time personalization opportunities for retailers and brands.  More on the authors: David C. Edelman has a history of personalization work spanning three decades. Today, he is a Senior Lecturer at Harvard Business School, an executive advisor and board member to brands and technology providers, and an advisor to BCG. Forbes has repeatedly named him one of the Top 20 Most Influential Voices in Marketing, and Ad Age has named him a Top 20 Chief Marketing and Technology Officer. Together with Mark, David wrote the 2022 Harvard Business Review article (Customer Experience in the Age of AI) that inspired this book. Mark Abraham is a Senior Partner at BCG and the founder of the firm’s Personalization business, which he has built into a global team of more than 1,000 agile marketers, data scientists, engineers, and martech experts. Mark’s teams have accelerated the personalization efforts of over 100 iconic brands (e.g., Starbucks, Home Depot, and Google) and built some of BCG’s largest ventures and AI platforms, including Fabriq for personalization. Mark now leads BCG’s North American Marketing, Sales & Pricing practice. About PERSONALIZED “In a world where consumers expect more—instantly, seamlessly, and the way they want it—personalization is a strategic imperative.” Research shows consumers want personalized experiences. A select few companies are rising to the challenge by building trusted relationships through digital channels. They engage with customers throughout their journey and tailor interactions using AI and technology. Most companies do not personalize well, wasting money and effort. Personalization must be a strategic priority. Personalized outlines the Five Promises companies must fulfill: Empower Me, Know Me, Reach Me, Show Me, and Delight Me. With examples across industries, PERSONALIZED helps executives put personalization at their strategy's center to accelerate growth and capture their share of the $2 trillion personalization prize. Thank you to the Retail Disrupted community for an amazing year! Enjoy the festive break and see you in 2025. For more, visit https://retaildisrupted.com 

Rich Honiball is the EVP and Global Chief Merchandising & Marketing Officer for NEXCOM (Navy Exchange Service Command). He joins Natalie on the podcast to discuss: The unique role of military retail, the importance of having a clear mission, and other lessons for traditional retailers. Learnings from the launch of the world’s first Toys R Us department on a military base. Self-checkouts, frictionless experiences, and the importance of customer choice. The power of community and how Gen Z shoppers are redefining store experiences. Why retail was an “accidental career” for Rich and how he hopes to encourage the next generation of retail leaders in his role as adjunct instructor at George Mason University.  What is NEXCOM? Since its inception in 1946, NEXCOM’s mission has been to provide customers with quality goods and services at a savings and to support Navy quality of life programs. NEXCOM’s six primary business lines include the Navy Exchange (NEX), NEXCOM Hospitality Group, Ships Store Program, Uniform Program Management Office, Navy Clothing and Textile Research Facility and the Telecommunications Program Office. Each of its business lines provide the necessary support for the Navy’s warfighters and military families to remain ready and resilient. Bio: Rich Honiball combines executive leadership, strategic development, and consumer insights as EVP, Global Chief Merchandising & Marketing Officer for NEXCOM, overseeing merchandising and marketing efforts for a $2+ billion global enterprise offering retail, services, food & hospitality. Before NEXCOM, Rich founded PDB Advisory Group & the Brand(Co)Lab, advising CEOs on purpose-driven marketing strategies and brand development. His executive roles at Haggar and JCPenney involved building world-class teams, strategic development, brand growth, and corporate refresh initiatives. He shares his extensive retail and consumer behavior expertise as an adjunct instructor at George Mason University. Rich is an MBA graduate from William & Mary and a BS in Marketing from SNHU. Rich is dedicated to mentoring and has served on several educational and nonprofit boards. Rich is honored for his retail expertise by Rethink Retail, innovative marketing by the CMO Club, and as an ONCON ICON Top 100 Marketer, and he continues to influence the industry while traveling the world. Links: Connect with Rich on LinkedIn Listen to Rich's Retail Relates podcast  

Murvah Iqbal, co-CEO and co-founder of HIVED, is on a mission to revolutionise the delivery industry. Founded in 2021, the all-electric delivery start-up has already distributed millions of parcels across London for major brands including ASOS, Uniqlo, Nespresso and Zara, and is backed by investors like Maersk Growth, Pale Blue Dot and Planet A Ventures. In this episode, Murvah shares her entrepreneurial journey, which began when she took over marketing and branding for her uncles’ fast-food chain at just 15 years old. She discusses the importance of decarbonisation in retail and how HIVED’s “sustainability-as-standard” approach differentiates them from competitors. Murvah also shares her views on the evolving expectations of consumers, particularly Gen Z, when it comes to delivery, how to address some of the legacy challenges of the final mile, and what regulatory changes she’d like to see to support the growth of green delivery. Murvah and Natalie also discuss the need for collaboration within the industry and the role of technology in improving delivery efficiency.  Connect with Murvah on LinkedIn.

Marc Vicente, Group Digital Director at Kingfisher, joins Natalie for a comprehensive discussion around e-commerce, AI, marketplaces, retail media, and more. They explore: Why omnichannel retailers are now embracing the marketplace model The role of physical stores in e-commerce Innovative partnerships: Deliveroo and the importance of speed The significance of Black Friday for Kingfisher and why it starts earlier every year Retail media: monetizing the marketplace and understanding the 3 stages of retail media implementation From chatbots to personalized recommendations and visual search, how is Kingfisher enhancing the customer experience with AI? The future of retail: what is Marc most excited about for 2025 and beyond? Marc’s bio: Marc leads the digital transformation and oversees the strategy and operations at one of the largest home improvement retailers in Europe – which has 82,000 colleagues across 2,000 stores in eight European countries, and a number of retail banners including B&Q, Screwfix and Castorama. Before Kingfisher, Marc spent 15 years delivering disruptive technology-based growth in senior international roles such as Chief Operating Officer and Executive Officer at Rakuten Europe and Chief Operating Officer at Cdiscount.com, the French e-commerce leader. Connect with Marc on LinkedIn. 

Boris Planer, Founder and Managing Director of Future Consulting, joins Natalie to discuss the news that Amazon is terminating its online grocery service in Germany.  They discuss: What went wrong for Amazon Fresh in Germany, what does this tell us about Amazon's global grocery strategy, and where next? (It’s all about the partnerships.) Inherent challenges of grocery retailing in Germany. Did you know that 98% of German consumers live within 10 minutes of a discounter?! The Amazon Effect - how competitors have raised their e-commerce game. Implications for Amazon Fresh internationally. The news follows a similar move in the UK earlier this year when Amazon scrapped Fresh outside of London and Manchester. Why you need to know more about Rohlik, the Czech grocery delivery start-up that has just announced a partnership with Amazon and is aiming to launch in 10 European cities over the next 6 years.  The news was first reported by The Information. Bio: Boris Planer is a retail thought leader, speaker and consultant based in Frankfurt, Germany. He is the founder and managing director of Future Consulting, a consultancy supporting international retailers, suppliers and tech businesses in their efforts to spot trends early on and take new market opportunities effectively. Boris has 25 years of experience in retail insight and consultancy, including at retail insight group Planet Retail/Edge by Ascential and WGSN, the world’s leading consumer trend forecasters. He is also a speaker at Zukunftsinstitut, the Institute for the Future based in Frankfurt and Vienna.  Connect with Boris on LinkedIn.

Paul Edney, Technology Director Channels at Primark, and Jeanette Copeland, Technology Director at Ann Summers, join Natalie to discuss lessons from their digital transformation projects. They explore: The rationale behind Primark’s click & collect roll-out and how it’s enabling the retailer to engage with new customers. How Ann Summers completed a 12-month transformation project in just four months. 2025 strategic priorities for both businesses. Working backwards from the customer, testing and learning, embracing failure – how digital transformation requires cultural change. The importance of speed to market while balancing cost and flexibility. Is WAgile (waterfall + agile) the new way of working? From virtual sizing tech to in-store payment innovation, which technologies are the retailers excited about for the future? Today’s episode is sponsored by PMC and was recorded live at the PMC customer event at Silverstone Museum.  From supporting end-of-life legacy systems through to providing the latest digital retail solutions, PMC helps you take control of your technology and drive your own agenda. PMC has proudly supported the commerce sector for over 20 years, and our specialist domain knowledge, experienced teams, and proactive approach makes us the partner of choice for delivering customer-centric transformations. For more, visit PMC.  Bios: Paul Edney, Technology Director Channels, Primark   Paul is a senior IT leader with 20+ years of experience, specialising in retail, ecommerce, and transformation. He excels at crafting strategies that enhance customer experience and operational efficiency. As Technology Channels Director at Primark, he leads global tech initiatives, overseeing system integrations, re-platforming, and business transformation to drive growth and innovation.   Jeannette Copeland, Director of Technology, Ann Summers   Jeannette leads the technology division at the iconic Ann Summers brand, spearheading digital innovation since 2022. With over 20 years of experience in IT, she has held key roles at Joules and Systemax Europe Ltd, specialising in ERP, data integration and business intelligence.