Looped In

In this episode of Looped In: The Retail Re-Engagement Podcast, Ines sits down with Claire Hugill (Atelier Consultancy; ex-Harrods, Alexander McQueen, Bottega Veneta, and Global Sales Director of Private Client at Farfetch) — a luxury retail leader with a true 360° view of stores, service, and high-touch sales. Claire shares what she learned scaling VIC programs where ~1% of customers can drive ~3...

In this episode of Looped In: The Retail Re-Engagement Podcast , Ines speaks with Nikki Baird (VP of Strategy & Product, Aptos), a leading voice on unified commerce and the evolving relationship between stores, data, and AI. Nikki breaks down what unified commerce truly means (hint: start with the store), why AI is reshaping the power dynamic between customers and retailers, and how brands can...

In this episode of Looped In: The Retail Re-Engagement Podcast , Ines speaks with David Blakeney , a retail veteran whose 40-year career spans House of Fraser, Arcadia and beyond — shaping everything from store development to pop-up innovation. David shares how physical retail has evolved in the wake of COVID, why omnichannel is now a non-negotiable, and how pop-ups, fitting rooms, and community-d...

In this episode of Looped In: The Retail Re-Engagement Podcast , Ines sits down with Eleanor Thadani , a seasoned leader in CRM, clienteling, and customer experience whose career spans iconic brands from J.Crew and Michael Kors to LVMH, Zegna, and Jimmy Choo. Eleanor shares how her journey from the e-commerce boom to luxury clienteling has shaped her view on personalization, why CRM and clientelin...

What does it really mean to be customer-centric — beyond the buzzword? In this episode of Looped In , I sit down with Emily Brauer Gill — Chief Revenue Officer at Margaux, Former SVP of Customer at Reformation, ex-Apple & Stitch Fix — to explore how brands can hard-wire the voice of the customer into every decision, from product design to distribution strategy. Emily shares lessons from her 15...

Forget points. Loyalty in retail is built on trust, community, and connection — and Chubbies proves it. In this episode of Looped In , I sit down with Nishant Khanduja, Head of Digital & Retention at Chubbies (ex-American Airlines, IHG) , to unpack what keeps customers coming back long after the first purchase. ➡️ We cover: Why retail loyalty today is less about discounts and more about authen...

Luxury marketing is changing fast: from controlling the narrative to truly listening to customers across every channel. In this episode of Looped In , I sit down with Katerina Targotay (ex-Bulgari, Dolce & Gabbana, Alexander McQueen, Tom Ford) to explore how data, creativity, and customer insight are reshaping the future of fashion. ➡️ We dive into: How to balance creative vision with commerci...

✨ Coming soon on Looped In: a conversation with Eleanor Thadani (CRM & Clienteling leader at Jimmy Choo, Zegna, Fendi, Michael Kors & J.Crew). 👉 Sales reports tell you 𝑤ℎ𝑎𝑡 happened — but not 𝑤ℎ𝑦. What if we could enrich those reports with the qualitative insights associates hear in-store every day? The customer reactions, the try-on moments, the feedback that rarely gets captured in sys...

💡 Customer centricity isn’t just a slogan—it’s an operating system. In my upcoming 𝑳𝒐𝒐𝒑𝒆𝒅 𝑰𝒏 episode with Emily Brauer Gill (Chief Revenue Officer at Margaux , former SVP of Customer Reformation , ex- Apple , Stitch Fix .), we dive into what it really takes to scale with the customer at the center. One of Emily’s sharpest points: 𝘤𝘶𝘳𝘪𝘰𝘴𝘪𝘵𝘺 𝘵𝘳𝘢𝘯𝘴𝘭𝘢𝘵𝘦𝘴 𝘪𝘯𝘵𝘰 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘤𝘦𝘯𝘵𝘳𝘪𝘤𝘪𝘵𝘺. Hiring people who ar...

🎙 “But then when we need to feed one‑to‑many communications, do we care about what the person has done in‑store? There’s room for that — taking that store interaction and using it for digital interaction as well.” In this upcoming Looped In episode, I speak with Katerina Targotay (Mountri) former Global Director of Marketing at Tom Ford and previously with Zegna and Alexander McQueen. Katerina bri...

🎙 I’m launching a podcast — and I want you to be part of it. When I started MartyAI, I went deep. Even with a career in retail and omnichannel, I interviewed 50+ retail leaders to understand what omnichannel really means today. From Tom Ford to Jimmy Choo , Chubbies to fast-growing DTC brands, these conversations were overflowing with practical insights and fresh takes on customer centricity. I re...