Tell Me Something Good About Retail

Retail futurist Doug Stephens is the founder of Retail Prophet and author of The Future of Competitive Advantage . The conversation explores a bigger question: what happens to business when the social systems it depends on begin to fail? Doug argues that democracy, capitalism, education, and retail performance are more tightly connected than most executives realize. He traces how decades of shareh...

Brian Travilla with OffScript returns to discuss his evolution from retail leader to Amazon executive—and what happened when that chapter abruptly ended. In this episode, Brian shares: His transition from traditional retail (Petco) to Amazon’s logistics ecosystem Building and leading teams responsible for delivery service partners at scale The experience of sudden job loss and what it revealed abo...

This episode explores how social media is changing the way people choose where to buy long before they ever walk into a store. Bob talks with Russell Richardson, better known as Russ Flips Whips, about his path from washing cars at 15 to becoming a top automotive sales creator and trainer. The conversation focuses on how trust now matters more than old-school closing tactics, why consistency beats...

How do independent retailers build stores customers love while avoiding the trap of looking like every other shop? In this episode of  Tell Me Something Good About Retail , Bob Phibbs talks with  Lockwood founder Mackenzi Farquer  and  Rachel Thomas from Faire , the global wholesale marketplace connecting independent retailers with brands. They discuss how retailers can discover new products, buil...

John Robison didn't follow a traditional path. After engineering sound effects for Kiss and designing early video games, he built a thriving luxury automotive service business by rejecting the dealership playbook. In this episode, John explains why leasing models create service nightmares, how his autism gave him unusual focus for complex mechanical problems, and why his customers thank him fo...

Fast facts & context System size: 270+ stores; 50 more in development Annual sales: “well over a quarter-billion” Category tailwind: US secondhand market ~$45B (2023) → projected ~$73B (2028) Sustainability: Americans landfill 11M+ tons of textiles yearly (~80 lbs per person) Merch mix: 90%+ used, locally sourced Tech stack: Fully proprietary POS, appraisal, inventory, and customer interfaces...

In this episode, celebrated meeting design expert and corporate trainer Brian Walter joins the show to share his journey from retail beginnings to becoming a nationally recognized speaker and CEO of Extreme Meetings. Brian reveals the lessons learned from the sales floor, the art of customer service, and how retail shaped his approach to engaging meetings and corporate training. With humor and ins...

When June sales went flat at her luxury women's store, Rebecca Weirda didn't make excuses. She rolled up her sleeves, had tough conversations with every team member, and turned a double-digit decline into a 42% sales increase the following month. In this episode, discover how the owner of Leigh's Fashions in Grand Rapids, Michigan built a 13,000 square foot luxury retail powerhouse and...

💬 Guest: Patrick McCullough, President of Hallmark Business Connections 📅 Run Time: 35:15 🔗 Website: https://www.hallmarkbusiness.com ✉️ Episode Summary: In this episode, Bob chats with Patrick McCullough, President of Hallmark Business Connections, about how retailers can tap into the overlooked power of tangible outreach. From using Hallmark greeting cards to create real emotional impact to d...

Episode Overview Five conversations with retail entrepreneurs and experts who've built successful businesses by focusing on customer relationships, finding creative solutions, and staying true to their mission. From lumber liquidation to rum cakes, these stories reveal the fundamentals that drive retail success. Featured Guests Tom Sullivan - Founder, Lumber Liquidators Background:  Started wi...

In this episode, Ann Ruckstuhl, SVP and CMO at Manhattan Associates, to unpack the hard truths and high hopes revealed in the 2025 Unified Commerce Benchmark. Ann brings her decades of experience—from the sales floor at Burdines to Silicon Valley startups and global tech leadership—to expose the growing gap between shopper expectations and retail execution. 👉 Spoiler: only 5% of retailers are con...

In this podcast episode, host Bob Phibbs, known as the Retail Doctor, discusses the evolving landscape of retail technology and the importance of human connection with guests Nikki Baird, Shep Hyken, Ethan Chernofsky, Lauren McGuire, Dax DaSilva and Dan Hodges. Podcast highlights include the complexities of in-store technology and the need for seamless transactions, even offline and the critical r...

In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, retail leaders discuss strategies for enhancing customer engagement, employee development, and adapting to change. Mark Fletcher, CEO of News Express, emphasizes experiential retail by creating community spaces in stores. Joy Poynter, CEO of Fleet Feet, highlights the integration of technology and human connect...

In this episode of "Tell Me Something Good About Retail," Bob Phibbs, the Retail Doctor, explores the importance of human connection in retail with various guests. Patrick Burke, CEO of a men's clothing store in Ireland, discusses winning a retail excellence award and the value of customer relationships. His wife, Imelda, shares insights from running a restaurant, emphasizing community...

In this episode of "Tell Me Something Good About Retail," hosted by Bob Phibbs, the Retail Doctor, the focus is on the importance of human connection in retail. Bob introduces various guests who share their insights on creating meaningful customer experiences. Martin Lindstrom discusses the concept of tribes and the need for empathy in retail. Chris Brown emphasizes the role of joy and emp...

Guest: Paul Landry, Co-owner of Crossover Comics (Montreal) Location: 3560 Notre Dame West, Montreal (St. Henry neighborhood) Key Discussion Points: - Store founded in 2012 by high school friends combining library technology, retail, and comic shop experience - Mission to change comic store reputation from intimidating/judgmental to welcoming - Uses technology for inventory/loyalty programs, ahead...

In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the "Retail Doctor," converses with Charlie Koniver, principal at Odyssey Retail Advisors. They discuss the evolution of luxury retail, emphasizing the need for a human connection and collaborative strategies between developers and tenants. The conversation covers the impact of the pandemic on shopping behav...

In this episode of "Tell Me Something Good About Retail," host Bob Phibbs, the Retail Doctor, and Carol Leaman discuss the post-pandemic retail landscape, emphasizing the critical role of frontline workers. Carol highlights challenges in hiring and training, revealing that 61% of frontline managers report a decline in applicant quality. They stress the importance of effective, engaging tra...

Josh Orr, the founder of Capital Commerce and host of the Retail Initiative Podcast, is one of the leading voices in eCommerce today. He specializes in helping brick and mortar retailers gain traction in their online sales. With his team, he’s helped hundreds of retailers create thriving and profitable eCommerce businesses. Apart from his company’s eCommerce services, you may have seen him on stag...

In this episode of Tell Me Something Good About Retail, host Bob Phibbs, the Retail Doctor, and Nicole Leinbach, founder of Retail Minded, delve into their extensive retail experiences. They discuss evolving consumer behaviors, the critical role of community collaboration for small businesses, and the impact of different generations on retail. Nicole shares her retail journey, inspired by her chil...

Chris was involved from the very beginning of Ted Baker in 1988 and headed up the Retail Team for over 30 years as the company's Global Retail Director. During this time, Chris was responsible for many aspects of Ted's unique retail style and is considered one of the leading lights of the drive to create 'retail theatre.' Since leaving the brand in 2017, he has been busy as a Non-E...

Shawn D. Nelson is the author of Let Me Save You 25 Years: Mistakes, Miracles, and Lessons from the Lovesac Story. He is the founder and CEO of the Lovesac Company, which designs, manufactures, and sells such furniture as modular couches and bean bag chairs. Nelson holds a BA in Mandarin Chinese from the University of Utah and a Master’s degree in Strategic Design and Management from Parsons, The...

Jim Fielding is a respected retail and media industry veteran whose expertise combines storytelling, product innovation, merchandising, and consumer experiences. Jim currently serves as a partner at Archer Gray, an independent media company, and president of its Co-Lab Division. Having led consumer products groups at the world’s largest media companies, including Disney, Dreamworks, and Twentieth...

Michael Hinshaw is the founder and president of customer experience consultancy McorpCX and has been recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive and How to Be One of Them. He has been published and quoted in dozens of publications, ranging from Ha...

Bob Phibbs interviewed Michael Hinshaw, author, and president of MCorpCX, about balancing corporate amnesia with relevant customer personalization - and more - on this episode of Tell Me Something Good About Retail.