ROI Reimagined: The 11 Metrics Every Retail Leader Needs Now

Traditional ROI is broken. If you're still measuring success with quarterly numbers and like-for-like sales, you're flying blind into the next decade of retail. In this episode, host Natalie Berg is joined by Martin Newman — "The Consumer Champion", author of ROI Reimagined, and a 40-year retail veteran who has shaped strategies for brands like Burberry, Harrods, and Ted Baker. Together, they dismantle the "96% Problem" (why 96% of website visitors don't buy) and introduce the ROI Reimagined framework — a set of 11 critical metrics designed for the future of shopping, where innovation and failure are inextricably linked. In this episode, you will learn: The 96% Problem: Why retailers are obsessed with conversion rates but ignore the massive opportunity in those who leave empty-handed. CX vs. CC: The strategic difference between Customer Experience (what happens to the customer) and Customer Centricity (what the business must do to deliver it). The 11 Future Metrics: A breakdown of the "new" ROI, including Return on Integrity, Inclusion, Inspiration, and Innovation. The "Monday Morning" Challenge: A simple framework to re-energize your leadership meetings and shift focus from reporting to problem-solving. Tech-Led Trade-Ins: Lessons from brands like Suit Supply and CDLP on bridging the gap between digital and physical retail. 🔔 Subscribe to the Retail Disrupted YouTube Channel: Watch the full video version here 👉 Follow Natalie Berg on LinkedIn: Natalie Berg | Retail Analyst Retail Disrupted™ is a Top 5% Global Podcast for retail leaders. If you found this episode valuable, please rate and review on Apple Podcasts or Spotify.

This CFO doesn't care about ROI. Instead, Vineta Bajaj (Holland & Barrett CFO) believes we should be asking: How will the customer's life change? Will they get a better assortment? Will they get better pricing? Will they get dynamic pricing? Will they get better personalization? If I invest this in tech, will my frequency go up? Will my conversion go up? Will my AOV go up? Will they keep coming back? Long-term compounding beats short-term justification. Every time. Vineta also breaks down: Holland & Barrett's omnichannel transformation Why grocery e-commerce is structurally brutal - and why most retailers are playing it wrong (pre-H&B, Vineta was the CFO at Rohlik Group and she also spent 10 years at Ocado so the perfect person to help us demystify this) Whether quick commerce is here to stay What her LinkedIn cat memes 🐈 tell us about her leadership style Why all retail leaders need to be on TikTok The case for "boring AI" 📺 Don't forget to subscribe to our YouTube channel for the full video episode of our conversation with Vineta + exclusive clips from the podcast every week: https://youtu.be/iUwAGCfc5NU?si=gMRnCdsJaHHCoCtd

While major chains struggle with closures and declining foot traffic, one category is quietly thriving: recommerce. And at the center of it is a surprising advantage - physical stores. In this episode of Retail Disrupted, retail analyst Natalie Berg sits down with Stephen Preuss, Co-Founder and CEO of PayMore, to unpack how a brick-and-mortar-first strategy is fueling the fastest-growing electronics franchise in the U.S. You'll learn: Why physical retail is essential for trust in secondhand transactions How PayMore achieves a 7-minute average transaction vs. ~60 mins for pawn shops — and why that speed builds loyalty The 75% repeat customer rate that defies a 7% industry average How PayMore competes with eBay, pawn shops, and Big Tech buyback programs  The franchise model: building a strong network of seasoned operators How PayMore is turning used electronics into a community retail experience — creating local jobs, driving economic growth, and keeping money in the neighbourhood 2 million pounds of e-waste diverted — and why sustainability is now a revenue driver International expansion: UK, Canada, and Europe  📺 You can also watch this episode on YouTube https://www.youtube.com/watch?v=oXHJdr7LhTM and don't forget to subscribe for weekly insights and exclusive clips from the podcast!  If you're a retail leader exploring resale, recommerce, or franchise growth, this episode is a must-listen.

Millions of people are already shopping with AI. It's rewiring how customers discover, browse, and buy products - and we're really just getting started. Deann Evans, Shopify's Managing Director, EMEA, joins Natalie Berg to share how Shopify is building AI into the fabric of commerce and what that means for retailers over the next 3–5 years.  We dig into agentic commerce, unified commerce, and how retailers can offer a consistent experience across stores, apps, marketplaces and AI assistants. We also dive into ecosystem shifts like the Universal Commerce Protocol (UCP) – and what it means when your products, prices and inventory start surfacing directly inside AI-led experiences, not just on your own site.  For GMs, CX leaders, e-commerce heads and board level strategists, this episode offers a clear lens on how AI is reshaping the retail landscape – and the decisions you need to prioritize now to stay relevant. TIMESTAMPS 2:15 – How AI Already Shapes Everyday Shopping / 6:45 – Agentic Commerce – From Discovery to Purchase / 12:30 – Unified Data Foundations – Building a Single Source of Truth / 17:00 – Trust, Control & Governance – Where Humans Stay in the Loop / 22:15 – Execution Playbook – Moving from Pilots to Production / 27:30 – Key Actions for Retail Leaders  🔔 Subscribe to Retail Disrupted for weekly insights from the leaders and disruptors shaping the future of retail. 

What does "luxury" mean when your brand is over 300 years old, your customers span Gen Z to Royal Households, and your products have to delight both online and in-store? In this Retail Disrupted episode, Fortnum & Mason's Director of Buying for Hampers, Fashion, Beauty & Home, Jo Newton, lifts the lid on how a heritage icon stays radically relevant. You'll learn: • How Fortnum & Mason defines modern luxury beyond logos and price • The role of "joy" as a core KPI for products and experiences • How tight supplier relationships fuel innovation without diluting heritage • Why gifting, hampers and service are being redesigned for a new generation of luxury customers Plus a little bit of Fortnum & Mason trivia – from Charles Dickens being a fan to the invention of the Scotch egg! 🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Jo will be continuing the conversation on protecting brand equity while still evolving for the future of shopping. Retailers, there's still time to register your interest here: https://richmondevents.com/forums/details/ret26    

What happens when a major retailer hands the reins to AI? In this episode, Natalie Berg is joined by Simon Ellis, Head of AI Transformation and Enterprise Architecture at Pets at Home, to unpack how AI is quietly reshaping the way we shop – from loyalty and personalisation to agentic shopping and AI search. We dig into how Pets at Home is using AI to: - Turn a traditional loyalty scheme into a real-time, intelligent pet-care companion - Move from "segment marketing" to genuinely individual experiences at scale - Connect data across stores, vets and e-commerce to power smarter decisions - Prepare for a world where AI agents do more of the shopping for us 🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Simon will be taking part in our AI session. Retailers, there's still time to register your interest here: https://www.richmondevents.com/contact/request?Item=DelegateInvite&EventCode=RET26 THIS EPISODE IS FOR RETAIL LEADERS WHO WANT TO: - Understand the real opportunities of AI beyond hype and pilots - Work out where agentic shopping fits into their strategy - Futureproof their customer experience, loyalty and retail media plans - Learn how to organize teams, data and governance for AI transformation ABOUT MY GUEST Simon Ellis is Head of AI Transformation and Enterprise Architecture at Pets at Home, the UK's leading pet care business. He sits at the intersection of tech, data and commercial strategy – turning AI from a buzzword into measurable value across the group. ABOUT THIS CHANNEL Retail Disrupted™ is a Top 5% Global Podcast hosted by retail analyst and author Natalie Berg. Every episode is a strategy briefing for leaders navigating the future of shopping – from AI and agentic commerce to loyalty, retail media and store innovation. If you're a retailer, brand, investor or board member who needs clear answers on where retail is headed – you're in the right place. Subscribe for weekly learnings from the leaders and disruptors shaping the future of retail.

On this episode, Natalie Berg welcomes Tim Payne, Managing Director of Charles Clinkard, a leading UK independent footwear retailer with over a century of heritage. Join us as Tim shares invaluable insights from the frontlines of retail, detailing Charles Clinkard's remarkable evolution from a 97% in-store operation to a diversified business that has successfully transformed for a digital era. You'll learn how Charles Clinkard prioritizes customer service and meticulous brand curation as core differentiators in a competitive market. We dive deep into the intricate "SKU problem" unique to footwear - navigating vast sizing complexities, low stock holdings, and the ever-present challenge of markdown risk.  A highlight of this discussion is Charles Clinkard's pioneering work with AI. Tim details their successful three-year project, which led to a 6% sales increase alongside a 10% profit boost through saved margin and reduced markdowns. You'll learn how this foundational AI implementation is now paving the way for future operational efficiencies, including automatic replenishment and faster speed to market. This is an essential listen for retail leaders navigating the future of shopping, seeking to futureproof their businesses through unified inventory systems, data-driven decision-making, and a culture of continuous adaptation.

Delivery isn't a back-end operation anymore – it's a frontline customer experience. In this episode of Retail Disrupted, we unpack the psychology of delivery and why retailers are now held responsible for every knock, delay and "Sorry we missed you" card. District Marketing Director Morgan Rivers (UPS - UK, Ireland and Nordics) joins Natalie Berg live from The Delivery Conference to explore how choice, control and trust are reshaping last-mile strategy – and why 40% of cart abandonment is delivery-related. In this episode, retail leaders will learn: • How delivery has become a critical extension of your brand experience – not just the carrier's job • Why predictability often beats speed and how to design delivery promises customers actually believe • The optimal number of delivery options (and why too much choice kills conversion) • What the rise of lockers and out-of-home delivery really means for convenience and sustainability • How international shoppers think differently about delivery – and why "one size fits all" no longer works • Practical ways to communicate delays, failures and issues without destroying trust • How to prepare for AI, real-time tracking and new consumer expectations in the last mile This episode is brought to you from The Delivery Conference, powered by Metapack. Learn more here: https://www.thedeliveryconference.com/TDC2026  If you're a retail leader, GM or board member navigating disruption in e-commerce, fulfilment and customer experience, subscribe for weekly deep dives on the future of shopping.

The center of retail gravity has shifted. On this episode of Retail Disrupted, Natalie Berg sits down with Jonathan Reynolds, Associate Professor in Retail Marketing and Deputy Dean at Oxford's Said Business School, to dismantle the Western-centric view of retail innovation. They explore why the US and UK are no longer the primary testbeds for new concepts and outline the 3 Rules for Futureproofing Retail Strategy: Rule #1: Look East, Not West. Why innovation has migrated from New York/London to Shanghai/Seoul, and why Western retailers must study the Asian "ecosystem" model. Rule #2: Tech is a Catalyst, Not a Strategy. Jonathan warns against the "Tech Trap"—implementing solutions in search of problems—and explains why AI should enhance human capability, not replace it. Rule #3: Beyond the Transaction. Why the store must be a hub for experience, service, and brand media – and what that means for KPIs, retail jobs, and investment. They also debate whether AI and quick commerce will trigger a new wave of grocery e-commerce adoption – and what kind of culture retailers must build to genuinely futureproof their businesses.    

Retail is entering the age of Agentic Commerce – where AI agents don't just recommend products, they autonomously sense, decide, and act to achieve customer goals. In this episode, sponsored by NCR Voyix, Amit Acharya unpacks what this shift really means for enterprise retailers: why you must design simultaneously for two customers – the human in the aisle and the AI agent acting on their behalf – and why a unified commerce foundation is non-negotiable. You'll learn: What Agentic Commerce Actually Is – and how it differs from today's search- and recommendation-based systems. The Two-Customer Challenge – humans wanting inspiration, discovery and joy vs. agents optimising for relevance, availability and speed. Why Unified Commerce Is The Real Prerequisite – open APIs, microservices and a single source of truth so agents can access clean, decomposed data. From Months To Minutes – how modern architectures slash deployment cycles and reduce the risk of "working" 40-year-old systems. Store-Level Impact – from reducing self checkout interventions to using edge computing so stores keep trading even when networks are choppy. Featuring: Amit Acharya, Corporate Vice President of Product & Design for Retail Commerce, NCR Voyix  Hosted by: Natalie Berg, Retail Disrupted