South African Retail: Lessons from a Former Massmart Exec

Hash Ladha, CEO of Jigsaw and former CEO of Oasis and Warehouse, joins Natalie to discuss fashion retailing, the resurgence of accessible luxury, and lessons for the next generation of retail leaders. 📺 This is a video episode and can watched on the Retail Disrupted YouTube channel here. Hash and Natalie explore: Accessible luxury – with competition intensifying, how does Hash see the sector evolving? Why there hasn’t been a “normal” year in retail since the Brexit vote in 2016. From the Budget to tariffs, what’s keeping the fashion industry up at night? Self-checkout in clothing stores – does this enhance or detract from the customer experience? Why the first step to combating returns is sticking to a full-price proposition and why fast and free delivery is a race to the bottom. Leadership – Hash shares his views on what makes a good retail leader, drawing on lessons from both personal and professional experiences. DEI – as some US retailers dismantle their DEI policies, what are Hash’s views on diversity, equity, and inclusion? This episode is sponsored by the Richmond Retail and E-commerce Directors’ Forum. For more info, including how to register for the event, visit: https://www.richmondevents.com/forums/details/ret25  Hash’s bio: Hash Ladha is CEO of Jigsaw, which is a contemporary British fashion brand founded in 1970. He was appointed CEO in November 2023 and previously had served as Group CEO of Oasis and Warehouse. Prior to that he was COO of the group. He joined as Group Multi Channel Director from Asos where he had been Marketing and Operations Director.    Ladha has a proven track record in leading and growing omni-channel businesses. A passionate leader and strategist that has successfully created differentiated customer propositions, developed brands and accelerated sales. Results oriented and pragmatic whilst driven to achieve; someone who values people, their contribution and invests in their development. A very strong belief in creating an inspiring place to work and creating a strong ethos of personal accountability. A leader who understands the importance of diversity and inclusion and is a champion of the cause, who harnesses an open and honest culture, underpinned with integrity. For more, visit https://retaildisrupted.com

Stuart Trevor is the Founder of AllSaints and STUART TREVOR, his eponymous sustainable fashion brand that launched in 2023. He joins Natalie to talk about why he decided to launch a clothing brand that doesn’t produce any new clothes. They discuss: What inspired Stuart's move into sustainable fashion. A founder’s vision and being clear on what makes your brand special: AllSaints was a success in part because “there was nothing else like it”. Why longevity, not price, is the key to unlocking value in apparel. Which high street brands are the biggest offenders when it comes to UK clothing waste? Demand coming from LA consumers after the wildfires. The importance of authenticity when launching a fashion brand. Why Stuart has a problem with M&S pants. Bio: Stuart Trevor started his career as a fashion design student in 1985, aged 19 won the Smirnoff Fashion Awards at the Royal Albert Hall and became the first ever designer and buyer for REISS.  Aged 28, he founded AllSaints. Many of the clothes that feature each week in the top 10 bestseller list of the high street brand today were designed by Trevor over 20 years ago. ‘AllSaints was my baby, I created that look from scratch, all inspired by my teenage years. That best selling biker jacket started out as a vintage find, the ramskull was my first logo design, a cross between my love of animals, pirates and punk rock and it took over the world!’ ‘Inspired by a childhood obsession with Bowie, Kate Bush & Adam Ant, customising hand me down clothes gifted from my mother’s church friends. I learned to sew at 9 years old in Dundee, my ambition from very early days was to create the world’s greatest rock n roll brand. I’m still on that mission and I’m determined to make it happen’  ‘Now I want to create something that brings the same joy, even more pleasure to people whilst doing what’s right for our planet’ Trevor started customising vintage finds, then began creating small quantities of reworked outerwear in limited edition from a small factory in East London.  ‘People want to have more fun, rediscover the magic of fashion, buy clothes that will last, that have the smallest possible environmental impact. We make this possible.’ The first STUART TREVOR collection was shown at an exclusive launch party during London Fashion Week on 15 September 2023. It was a huge success with over 750 people from all across the world turning up, hanging out and sharing their favourite thoughts about sustainability, music, art, fashion, design and culture.  We’re mentoring the youth of today with a similar passion for the future of fashion - we’re not going to change our love of fashion and design, we’re determined to change how we affect the planet by creating a better world. It doesn’t get much more sustainable than this! Links: STUART TREVOR Retail Technology Show  

Jane Mustoe, Senior Technology Director at Tesco, joins Natalie to discuss how Tesco is using tech to redefine both customer and colleague experiences. They explore: Tesco's recent innovations – GetGo and frictionless shopping, gen AI chatbots, digital twins, mobile apps for store associates, and more. All about the margins – the importance of achieving marginal gains in a low-margin industry. Always keeping an eye on future innovations and finding pockets of “reality” amongst the “hype”. Why over half of innovations fail, why that's important, and lessons from Tesco’s drone trial. Why getting the culture right is ‘make or break’ for organisations and the need to balance agility with operational efficiencies. DEI and advice for the next generation of female tech leaders. Today’s episode is brought to you by Centric Software. Centric Software provides an innovative and AI-enabled product concept-to-replenishment platform for retailers, brands and manufacturers of all sizes. As experts in fashion, luxury, footwear, outdoor, home and related goods like cosmetics, food & beverage and multi-category retail, Centric Software delivers best-of-breed solutions that optimize planning, pricing, design, product development, sourcing and production.  📣 Register for Centric Connect 2025. Connect with Jane on LinkedIn. For more, visit Retail Disrupted.

Martin George, former Customer Director at Waitrose, and Jessica Cole, Senior Director Own Brand, Masterbrand, Customer Strategy & Propositions, at Asda join Natalie to discuss the evolving role of marketing in retail. They explore: Retail disruption – how has AI impacted retail marketing? How have legacy retailers responded to disruption? Which grocery innovations haven’t stuck? Customer centricity – how to embed this in the organization and learnings from other sectors. Understanding diverse customer needs and how some low-tech solutions (ie. spending time on the shop floor) can be among the most effective. What skills are required of retail marketeers today and how might this evolve in the future?  Is the CMO role still relevant in retail? Should they have a seat on the board? Tesco Clubcard’s 30th anniversary – what is the role of data in retail marketing today and how do you measure success? Do customers expect the same experience in an airport as a supermarket (ie. frictionless, self-service, personalization) or are needs more individualized? Martin shares his views from his time as Commercial Director at BA. 📺 You can watch the video version of this episode on YouTube. This episode was brought to you by the Richmond Retail & E-commerce Directors' Forum. Are you a retailer interested in attending? Email Natalie to secure your seat. Bios: Jessica Cole has spent the past 15 years working in the Retail industry and has held senior roles with Morrisons, Selfridges, Accenture Strategy, Monitor Deloitte and most recently Asda as Senior Director Own Brand, Masterbrand, Customer Strategy & Propositions. Jess specialises in setting and executing strategies, leading large scale transformations, building brands and driving profitable sales growth. Connect with Jessica on LinkedIn. Martin George is the former Customer Director at Waitrose. He started his career at Cadburys and held a number of senior roles including Commercial Director at British Airways, Group Development Director at Bupa and most recently as Customer Director at Waitrose where he was responsible for Marketing and Customer Experience. He has previously held a number of Non-Executive Director roles as well as setting-up businesses in the hospitality, travel media and healthcare sectors.  Martin is now a Non-Executive Director at Goodwood, Visit Jersey and Trust Alliance Group. He is also a School Governor and working with the Marketing Academy to increase diversity in the marketing profession. Connect with Martin on LinkedIn.

Nazim Cassim is a retail veteran who served on the Massmart board during the Walmart acquisition. Today, he splits his time between South Africa and Dubai in his current role as CEO of QVWi Retail, MEA. Nazim is also a Founding Member of the Retail Institute of South Africa (RISA), whose mission is to empower the country’s retail workforce through professionalization and training.   Nazim joins Natalie to discuss: The Walmart acquisition and why the retailer is doubling down on Africa. Why some businesses fail in South Africa. The broader state of South African retail and what last year’s Amazon launch means for the industry. Nazim’s views on retail transformation and the critical role of technology in shaping the future of retail. QVWi Retail and retailing in the Middle East. RISA’s mission, what led to its creation, and the importance of investing in skills development to attract the next generation of talent. Bio: Nazim Cassim is a highly respected figure in the retail industry with over 34 years of experience. As the Founding Member of the Retail Institute of South Africa (RISA), Nazim is at the forefront of professionalizing South Africa’s retail sector through competency-based training, micro-credentialing, and industry-recognized qualifications.   Nazim served on the Massmart board during the landmark Walmart acquisition in 2010, a defining moment in South African retail history. He played a pivotal role in the turnaround of Massmart’s ailing DIONWIRED business when he served as MD. Nazim previously served as VP for Gen Merch, Food and Liquor. Post his tenure at Massmart, he launched the global appliances brand BEKO brand in partnership with Arcelik Group in SA.  Nazim is also an advisor on the University of Johannesburg’s Academic Board, contributing his expertise to the advancement of retail education. He serves on the executive Steerco of the Wholesale and Retail Sector for Education and Training (W&R SETA). He is currently the CEO of QVWi Retail MEA, A Skyworth Digital Company. A doctoral candidate, Nazim’s academic pursuits further underscore his commitment to the growth and evolution of the retail industry.    As sought-after keynote speaker, Nazim is widely recognized for his thought leadership and his ability to inspire innovation in retail. His dedication to workforce development and strategic partnerships continues to shape the industry’s future. On the outside, he is an open water advanced scuba diver and loves exotic locations for an adventure dive, and an avid reader of Philosophy. Connect with Nazim on LinkedIn. Learn more about the Retail Institute of South Africa (RISA).

What happens in the digital afterlife? Do you even need to be alive to be a consumer? Should retailers and brands be thinking about a post-death strategy? VML’s Naji El-Arifi and Hugh Fletcher join Natalie on the podcast to discuss all of this and more: Digital avatars and virtual goods – what are the opportunities for brands? Why retailers need to be paying more attention to gaming. The evolution of AI and delegation of purchasing tasks. Grocery e-commerce – addressing perennial challenges with AI. Digital immortality – just how ethical is this? Links: VML Future Shopper Report OpenAI/Instacart news mentioned by Naji  Connect with Naji on LinkedIn Connect with Hugh on LinkedIn Bios: Naji El-Arifi: As the Head of Innovation at VML Enterprise Solutions, Naji spearheads transformative solutions for businesses navigating the digital landscape. With a robust background in Product Management and Innovation, he has collaborated with an impressive array of companies and start-ups, including DFS, Lego, Domestic & General, Sainsbury’s, Shop Direct Group, Audi, Lloyds Bank, Kobalt, and BP. Naji consistently demonstrates how cutting-edge technology can address and overcome industry challenges.   Hugh Fletcher: Hugh is an internationally sought after digital commerce futurologist, heading up the Demand Content Thought Leadership team at VML. As an ex-Audi digital guru, Hugh uses his client-side experience and unique take on the future of commerce to help organisations set up for, and implement, digital change in the constantly evolving commerce market. His work focuses on helping ambitious Clients to transact more digitally through strategic consultancy, covering digital business transformation, the future of ecommerce and conversion. He is a go-to spokesperson in press and TV for tech trends impacting ecommerce, and author of reports, white papers and articles covering future shoppers, Generation Alpha, Digital Commerce Leaders, space commerce and peak selling.

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.