The Retail Podcast

Dean Kramer, Chief Services Officer at Currys, on the customer experience that builds loyalty over years, not one sale. Why saying no to risky credit protects customers, and why AI should make colleagues better.Currys Group recurring services revenue rose 7% to £873m in FY 2025/26, and flexpay credit reached 23.7% of Currys UK&I sales. Dean explains why the business still turns down higher-risk lending, how loyalty works when customers buy big-ticket items only every few years, and why the right solution starts with how the customer will use the product. He also covers the B2B push (revenue up 20% in UK&I, with 70 Business Hubs across 296 UK&I stores), why most small firms want a better consumer offer, and where AI in retail belongs: behind colleagues, not in place of them.For leaders working on customer experience, customer service and consumer credit, including buy now pay later (BNPL).Chapters 00:00 Cold open 00:12 Introduction 00:47 Services turn a sale into a relationship 02:24 Loyalty is won or lost at every touch point 04:06 Know the customer before you sell the solution 06:25 Trust starts before the first conversation 08:43 Saying no to risky credit protects the customer 11:05 Small firms want a better consumer offer 14:26 AI should make colleagues better, not replace them 17:20 WrapSources: Currys plc, FY 2025/26 results (RNS), 2 July 2026; Currys plc press release, 10 new Business Hubs, 17 July 2026.Join me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27

Well People is moving into Sprouts, Ulta is adding Oura rings, and NikeSKIMS has another collection on the way. This US edition also covers Warby Parker's smart glasses and Depop's plans to get more students buying and selling secondhand.IN THIS EPISODEWell People at Sprouts. Cosmetics and skincare are heading to more than 500 stores and Sprouts.com, priced from $12 to $26.e.l.f. Beauty, 2026-11-09https://investor.elfbeauty.com/stock-and-financial/press-releases/landing-news/2026/11-09-2026-050118811Oura at Ulta. Ring 5 launches online on 10 November and in 1,000 stores on 22 November, with sizing displays and rewards points on qualifying purchases.Oura, 2026-11-09https://ouraring.com/blog/zh_TX/oura-ring-ulta-beauty/NikeSKIMS. The Waffle Racer launches online on 10 November. The Retro Sport clothing collection follows on 17 November.Nike, 2026-11-05https://about.nike.com/en/newsroom/releases/nikeskims-waffle-racer-and-retro-sport-collection-reimagine-classic-sport-styleWarby Parker. Intelligent Eyewear preorders open on 12 November, with deliveries expected during the holiday season. The company finished the quarter with 364 stores after opening 12 net new locations.Warby Parker via SEC, 2026-11-05https://www.sec.gov/Archives/edgar/data/1504776/000150477626000022/warbyparkerincearningsrele.htmDepop. More than 2,000 events are planned over 12 weeks across more than 300 campuses. There were 7,000 applicants for 600 paid student ambassador places. Austin was the first campus-tour date, with Fullerton and Berkeley next.Glossy, Danny Parisi, 2026-11-06https://www.glossy.co/pop/glossy-pop-newsletter-depop-is-hosting-over-2000-campus-events-this-fall/Follow Decoding Retail.

Meta's AI shopping assistant Muse launches in the UK within weeks, and any retailer signing up has to ask who controls the channel and who owns the customer data. Today's briefing also covers the CVS Health split, the Kroger and Albertsons merger dispute, and the EU's conditions on JD.com's takeover of Ceconomy.00:00 Intro00:08 Meta readies AI shopping assistant Muse for UK00:43 Police link resale bargains to shoplifting gangs01:32 CVS Health to split off its pharmacy chain02:12 Teamsters strike at AGNE warehouse02:42 Kroger and Albertsons divestiture dispute03:24 EU clears JD.com takeover of Ceconomy04:24 Armani heirs favour IPO over a saleSources:- Retail Gazette: Meta Prepares to Launch AI Shopping Assistant Muse in UK Within Weeks https://www.retailgazette.co.uk/blog/2026/11/meta-to-launch-ai-shopping-assistant-muse-in-uk-within-weeks/- Retail Gazette: Police Warn Shoppers on Vinted, eBay, and Facebook Marketplace Are Funding Organised Retail Theft https://www.retailgazette.co.uk/blog/2026/11/police-warn-online-bargain-hunters-are-fuelling-organised-retail-crime/- CVS Health: CVS Health to Split Off 9,000-Store Pharmacy Chain by 2028 https://www.sec.gov/Archives/edgar/data/0000064803/000119312526446150/d148827dex991.htm- Supermarket News: Teamsters Strike at AGNE Warehouse Over Pension Fund Withdrawal https://www.supermarketnews.com/retail-labor/teamsters-strike-at-agne-warehouse- Grocery Dive: Kroger-Albertsons Divestiture Deadlock Puts Merger Ruling at Risk https://www.grocerydive.com/news/the-friday-checkout-albertsons-kroger-trial-store-divestitures/873861/- European Commission (Representation in Germany): EU Clears JD.com Takeover of Ceconomy With Logistics Conditions https://germany.representation.ec.europa.eu/nachrichten-und-veranstaltungen/pressemitteilungen/eu-kommission-genehmigt-ubernahme-von-ceconomy-durch-jdcom-unter-bedingungen-2026-11-03_de- Retail Insight Network: Armani Heirs Favour IPO Over Sale; Initial 15% Stake Reported in Play https://www.retail-insight-network.com/news/armani-heirs-favour-ipo/Join me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27

UK & Europe retail news for Monday 9 November: Meta readies AI shopping assistant Muse for UK; Police link resale bargains to shoplifting gangs; EU clears JD.com takeover of Ceconomy; Armani heirs favour IPO over a sale.00:00 Intro00:07 Meta readies AI shopping assistant Muse for UK00:42 Police link resale bargains to shoplifting gangs01:27 EU clears JD.com takeover of Ceconomy02:28 Armani heirs favour IPO over a saleSources:- European Commission (Representation in Germany): https://germany.representation.ec.europa.eu/nachrichten-und-veranstaltungen/pressemitteilungen/eu-kommission-genehmigt-ubernahme-von-ceconomy-durch-jdcom-unter-bedingungen-2026-11-03_deJoin me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27

Visa let 22 AI agents shop 15 customer journeys and 4 in 10 test runs failed. Jill Dvorak, SVP Content at NRF, explains why agentic commerce is a nice to have this holiday, plus the midterms, Kroger, Starbucks and Walmart Sparky.CHAPTERS00:00 Cold open00:20 Five Things Friday, US edition01:10 Midterm blue wave puts retail crime bill at risk03:52 Kroger courts solo diners with Thanksgiving for one05:35 Starbucks turnaround pays off as earnings jump07:06 Visa test: AI agents fail 4 in 10 purchases10:32 Walmart Sparky turns a photo into a shopping list14:05 WrapMENTIONED IN THIS VIDEO- Subscribe to The Retail Podcast: https://www.youtube.com/channel/UCxc8ZC3VJUM7RaTWLlAxMKg?sub_confirmation=1SOURCESStarbucks, Q4 FY26 earnings release (SEC 8-K), 29 Oct 2026Nasdaq closing prices via Zacks and Morningstar, 31 Dec 2025 and 4 Nov 2026Fortune, Visa AI shopping agent benchmark report, 5 Nov 2026Walmart, 'Sparky Makes Holiday Magic Real' announcement, 30 Oct 2026Join me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27ABOUT THE RETAIL PODCASTThe Retail Podcast is retail intelligence for senior retail leaders: executive interviews, the Decoding Retail daily briefing and Five Things Friday.Host: Alex Rezvan, former Retail Industry Director, Global at Verizon and UK, at Microsoft.CONNECT- Website: https://www.theretailpodcast.com- Newsletter: https://www.theretailpodcast.com/newsletter- LinkedIn: https://www.linkedin.com/company/the-retail-podcast#AgenticCommerce #RetailNews #TheRetailPodcast

Poundland's slide towards administration puts around 11,000 jobs and a value price anchor on the high street at risk, just as the BRC warns retail faces £41 billion in business taxes this year. In the US, Aritzia, Etsy and Walmart show where growth and price pressure are heading, while Migros moves to centralise Switzerland's largest retailer.00:00 Good morning, this is Decoding Retail00:04 Poundland on the brink of administration00:32 BRC: £41bn business tax bill for retail01:02 Aritzia plans up to 14 US stores a year01:23 Etsy active buyers grow for first time in 2 years01:53 Walmart's $35 holiday meal for 1002:28 Migros plans a single group cooperative03:05 Sign offSources:- Talking Retail: Poundland on Brink of Administration; 11,000 Jobs at Risk https://www.talkingretail.com/news/industry-news/poundland-on-the-brink-of-administration-28-10-2026/- British Retail Consortium: Budget 2026 Leaves Retail Facing £41bn Tax Burden, BRC Says https://brc.org.uk/news-and-events/news/corporate-affairs/2026/ungated/no-breathing-space-for-retail-as-budget-keeps-costs-climbing/- Aritzia: Aritzia Plans Up to 14 US Stores a Year to Double Revenue in Five Years https://www.prnewswire.com/news-releases/aritzia-presents-its-five-year-strategic-plan-302920259.html- Etsy: Etsy Q3 Active Buyers Grow for First Time in Two Years https://www.sec.gov/Archives/edgar/data/0001370637/000137063726000090/q326shareholderletter.htm- Walmart: Walmart Sets $35 Holiday Meal Basket for 10 Across 26 Items https://corporate.walmart.com/news/2026/10/walmart-holiday-meal-basket- Migros: Migros Plans Unified Group Cooperative to Streamline Operations; Member Vote Pending https://corporate.migros.ch/it/news/cooperativa-di-gruppoJoin me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27

Luxury brands are pulling out of David Jones as the 100-year-old department store fights for relevance. Ryf Quail and Ngai Yuen Low, co-hosts of Five Things Friday APAC, explain what it means for luxury retail in Australia and Asia.David Jones sales fell 8.7% to A$2bn in the year to June 2025, with a A$95.5m pre-tax loss, per accounts lodged with ASIC. The chain is down to 38 department stores, and reports now say it may close more than half. Also this week: Asian brands winning attention with mystery names, Hong Kong malls swapping fashion for sportswear and bags, and Rolex sitting alongside online giants among the top brands in the Brand Conviction Index, built on data from 70,000 consumers in 11 Asian markets. A useful read on where luxury goods shoppers are putting their trust, and what that means for every department store still counting on the top luxury brands.00:00 Cold open00:24 Five Things Friday, APAC edition01:10 Asian brands win attention with mystery names05:36 David Jones fights for relevance as luxury walks out09:54 Hong Kong malls swap fashion for sportswear and bags12:38 Rolex and online giants top APAC brand conviction16:50 Alex hosts the Innovators Showcase stage at NRF18:22 WrapSources: The Nightly (ASIC-lodged accounts, 28 Apr 2026); Inside Retail, citing AFR (28 Oct 2026); Inside Retail Asia, 2026 Brand Conviction Index methodology (Sep 2026).Join me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27

Chris Browne, Retail Director at Jigsaw and 30 years at Ted Baker, on why Jigsaw opens stores while rivals close them. Fewer staff, less footfall, market towns, and the business rates fight with online giants.Chris started with a paper round and built his career at Ted Baker London before moving to Jigsaw. His view of the UK high street is practical rather than nostalgic: trading is not tougher than in the 1970s, stores now work as showrooms and mini warehouses, and if a store is not delivering an experience, it is failing. He makes the case for moving some of the business rates burden onto the big online players, explains why Jigsaw earns customers rather than buying them, and says Gen Z found instant gratification in a shop.Hosted by Alex Rezvan, Host of The Retail Podcast.Timestamps00:00 Cold open00:20 Introduction00:56 From a paper round to 30 years running Ted Baker03:04 Trading is not tougher now than in the 1970s05:56 Stores can work with fewer staff and less footfall08:42 Market towns keep growing as commuting fades10:23 Jigsaw does not buy customers, it earns them12:28 If a store is not experiential, it is failing16:24 Move the rates burden onto the big online players19:21 Gen Z found instant gratification in a shop29:24 WrapJoin me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=theretailpodcast&utm_medium=Podcast&utm_campaign=MK_BIGSHOW27

Aldi Thanksgiving for $39 feeds 10, Sam's Club goes bigger, and NRF expects 4.2% holiday growth. Jill Dvorak, SVP Content at NRF, on why value is winning the holiday season.In this US edition of Five Things Friday, Alex Rezvan, Host of The Retail Podcast, and Jill Dvorak, SVP Content at NRF, look at budget friendly meals on the Thanksgiving table, what NRF's forecast says about holiday shopping, why BJ's rewarded its hourly staff before the rush, and the Victoria's Secret Fashion Show putting influencers on the runway.00:00 Cold open00:18 Five Things Friday, US edition00:58 Victoria's Secret puts influencers on the runway03:46 BJ's rewards hourly staff before the holiday rush05:27 NRF expects holiday growth despite tight budgets07:37 Aldi feeds ten for $39 this Thanksgiving08:55 Sam's Club goes big on its Thanksgiving meal14:06 WrapJoin me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=Online%2BAdvertising&utm_medium=Social&utm_campaign=MK_BIGSHOW27

Christmas in London starts in October as Selfridges unveils its Christmas in the City windows. Simone Oloman, Co-host of Five Things Friday UK, covers that plus Gap x Victoria Beckham and John Lewis x Rixo.Alex Rezvan, Host of The Retail Podcast, and Simone also cover Sainsbury's extra £3 a week for Healthy Start families this winter, the 44-piece John Lewis x Rixo collection and what it says about UK fashion, and why Oatly and Lego are betting on immersive pop-ups in London. Then back to Selfridges on Oxford Street: does starting Christmas shopping early win the season, or just wear it out?00:00 Cold open00:17 Five Things Friday, UK edition01:33 Sainsbury's backs Healthy Start families this winter02:49 John Lewis courts a younger customer with Rixo04:34 Gap and Victoria Beckham return for a second drop06:05 Oatly and Lego bet on immersive pop-ups in London09:57 Selfridges launches its Christmas in the City windows12:54 WrapJoin me at NRF 2027: Retail's Big Show in New York this January. I'm the Host of the Innovation Stage at the Innovators Showcase, all three days. Register and come say hello: https://nrfbigshow.nrf.com/register?utm_source=Online%2BAdvertising&utm_medium=Social&utm_campaign=MK_BIGSHOW27