Retail Disrupted

• Every Little (Bit of Innovation) Helps: Chatbots, Digital Twins, Autonomous Stores, and Drones With Tesco

  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.

  --------  

  25:21
• Keep the Customer in the Room: Marketing Insights from Asda and Waitrose

  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.

  --------  

  32:06
• South African Retail: Lessons from a Former Massmart Exec

  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).

  --------  

  24:14
• Post-Death Consumerism

  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.

  --------  

  32:25
• Powering the Pop-Ups

  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.

  --------  

  24:23

More Business podcasts

Trending Business podcasts

About Retail Disrupted