How Elf on the Shelf Became a Global Holiday Phenomenon
Discover how The Elf on the Shelf transformed from a beloved family tradition into a multi-platform global holiday empire. In this episode of Retail Disrupted, Natalie Berg sits down with Christa Pitts, co-CEO and founder of The Lumistella Company and creator of The Elf on the Shelf, to explore the power of nostalgia, emotional connection, holiday marketing trends, and building authentic brands in an increasingly digital world. Expect insights on storytelling, community-driven creativity, retail evolution, and what it takes to create a tradition that inspires millions. Today's episode is brought to you by Manhattan Associates, the global leader in supply chain and unified commerce.
We're getting techie on this episode of Retail Disrupted! Natalie Berg sits down with Keith Dipple of Manhattan Associates to dive into the nuts and bolts of modern retail technology. From unified commerce architecture to versionless POS, real-time inventory visibility, and AI-enabled fulfillment, we unpack the systems and strategies powering seamless shopping experiences. Explore how retailers can tackle operational complexity, optimize the customer experience, and prepare for 2026 retail tech trends. Packed with insights, practical takeaways, and a closer look at the tech behind the buzz, this episode is for anyone looking to stay ahead in retail transformation.
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Inside Argos' Digital & AI Evolution With Marketing Director Heni Hazbay
Argos has undergone one of the most visible transformations – from being a catalogue retailer to approximately 80% of sales now coming through digital channels. Heni Hazbay, Marketing Director at Argos, joins us for a candid look at how the Sainsbury's owned business is evolving for a digital-first world. Tune in to hear all about its 'More Argos, more often' strategy. Heni tells us how Argos is sharpening its brand positioning in an increasingly competitive market, modernising the customer experience across channels, using data and AI to simplify journeys and personalise at scale, and rethinking loyalty through the power of Nectar. Heni brings a fascinating perspective on marketing at scale, creativity, leadership and what it takes to modernise the UK's #1 click & collect retailer.
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Why Clothes Don't Fit - And How Julia Reynolds is Using AI to Fix Fashion
Why do so few clothes actually fit? In this episode of Retail Disrupted, host Natalie Berg sits down with retail powerhouse Julia Reynolds to uncover why sizing has become fashion's most expensive blind spot - and how AI could finally fix it. With more than 35 years in retail, Julia has led some of Britain's best-known brands – she and her team founded the Florence & Fred brand at Tesco, which they then expanded to Central Europe and Asia. She went on to become CEO of figleaves.com, took Blacks Leisure through a sale process as CEO and consumer brand Antler Luggage through a turnaround - also as CEO. Julia now she runs Rey House, a business using AI and big data to solve fit for women over 40. 👗 Expect insights on: Why only 8% of women find clothes that truly fit! How AI and data can tackle returns, waste, and sustainability. The future of sizing, customer experience, and inclusive fashion design. 🎙️ Subscribe for more conversations shaping the future of retail.
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Has Customer Service Become Too Automated? Peter Cross on How Retailers Can Fix It
Half of UK consumers say customer service feels overly automated, joyless, and exhausting. In this episode of Retail Disrupted, Peter Cross — consultant, speaker, and author of Start with the Customer — joins Natalie Berg to explore how retailers can bring back the human touch. Peter reminds us that "customers would rather wait for good service than get instant bad service," and reveals what leaders must do to build truly customer-obsessed, employee-centric organizations. Expect insights on: The golden rules and cardinal sins of customer service How great CX starts with company culture The danger of blind faith in technology The future of AI, empathy, and human connection in retail About Peter Cross: One of the UK's leading authorities on customer behaviour, Peter is former Customer Experience Director for John Lewis and Waitrose, and was Mary Portas' business partner for ten years. He is Vice President of the Institute of Customer Service, a global Ambassador for the Retail Trust, and Vice Chairman at the Fragrance Foundation. 📘 Learn more about Peter's book Start with the Customer
Disrupt or be disrupted – that's the choice facing retailers today.
Hosted by leading retail analyst Natalie Berg, the Retail Disrupted™ podcast unpacks the latest trends transforming the global retail landscape. Join us for lively discussions with the industry's brightest minds – retail CEOs, business leaders, disruptive brands, analysts and tech experts. Every week, we explore how technology is reshaping the world of commerce, how shopping habits will evolve in the future, and what retailers need to do to stay relevant to shoppers in a digital era.
This is a London-based show with a global audience. For more, visit retaildisrupted.com
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