Tag: leadership

  • Aisle to Algorithm: David’s Bridal’s New CEO on Retail Transformation

    Kelly Cook is the newly appointed CEO of David’s Bridal. She joins Natalie on the podcast to discuss how David’s Bridal is embarking on the biggest shift in its 75-year history, transitioning from a legacy bridal retailer to becoming a tech-powered retail, AI, and media powerhouse.

    📺 This is a video episode and can be watched here.

    Kelly and Natalie explore:

    •    How David’s plans to expand beyond wedding dresses to capture a bigger piece of the $65 billion wedding industry, leveraging first-party data, AI-driven planning tools, and a digital marketplace to transform how brides shop, plan, and celebrate.
    •    Retail media: with 90% of all US brides entering the David’s ecosystem, how is David’s monetizing this reach and what does Kelly think of the broader retail media explosion we’re witnessing around the globe?
    •    From virtual try-ons and mood boards to AI chatbots, how is David’s utilizing AI to enhance the customer experience?
    •    100% of all David’s owned communications are now AI-driven! How has this enabled David’s to better serve the customer?
    •    From cowboys boots to QR codes, what are the key bridal trends that Kelly is observing in 2025? 
    •    Learnings from pandemic pivots – curbside pick-up and augmented reality.
    •    Kelly is the most recent example of a CMO to CEO transition, but we’ve also seen this with brands like Starbucks and Taco Bell. What’s behind this trend?
    •    Advice for future retail leaders.

    Kelly’s bio:

    Kelly Cook is a visionary executive with over two decades of leadership in omnichannel strategy, digital transformation, IT, branding, and marketing. A catalyst for growth, she has a proven track record of driving business growth through brand evolution, pioneering innovation and aligning teams behind transformative strategies that drive bottom-line impact. Her leadership has propelled organizations to new heights – boosting profitability, increasing stock value, and earning industry accolades from Newsweek (Best Place to Work for Women) and Forbes (Most Inclusive Marketing).

    Her career spans a diverse mix of industries ranging from airlines and fashion to home decor and retail, and now the bridal fashion and wedding industry. Prior to joining David’s Bridal, Kelly held executive leadership roles at top companies, including Continental Airlines, DSW Designer Shoe Warehouse, and Pier 1, where she spearheaded large-scale brand, marketing and digital initiatives that redefined customer engagement. In her current role at David’s, Kelly leads marketing, IT, digital, customer experiences, analytics and e-commerce, ensuring that innovation and customer-centricity remain at the heart of the brand’s growth.

    Recognized by Harvard Business School as one of 2003’s Most Dynamic Women in Business, Kelly embodies a leadership style grounded in service to others. She finds joy in seeing individuals at any and every level do extraordinary things. She is a steward of the power of determination, often toting her mantra: “If cauliflower can become pizza, anything can happen.”

    Kelly holds an MBA and a Master of Finance from Tulane University’s Freeman School of Business. Beyond the boardroom, she is a devoted wife of 30 years to her husband Damon, the proud mom of five kids (including triplets,) as well as two pampered, plump basset hounds, Jasper and Rufus. Based in Houston, Texas, she continues to inspire her “Dream Makers,” disrupt industries, and shape the future of brand innovation.

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • Forbes: M&S Chairman: Online Grocery Is A ‘Desert Of Profit’

    In my latest article for Forbes, I explore Marks & Spencer Chairman Archie Norman’s session at the Retail Technology Show, where Norman declared that grocery e-commerce is a “desert of profit.”

    He explained that although retailers around the world feel compelled to move into e-commerce, “nobody is really making true profit from food online.”

    “There’s been more wealth destroyed in people trying to develop food online businesses than any other industry I can think of.”

    Read full article on Forbes

  • Kingfisher’s Head of AI on Agentic AI, Visual Search, Chatbots, and Sustainability

    Mohsen Ghasempour is the Group Director of AI at Kingfisher. He joins Natalie on the podcast, live from the Retail Technology Show press briefing, to discuss how Kingfisher is utilising AI to drive operational efficiencies and improve the experience for customers. They discuss:

    • AI-powered markdowns and promotions.
    • How AI enabled Kingfisher to quickly scale its marketplace from 55,000 SKUs to over one million.
    • How visual search and genAI chatbots are improving the customer experience.
    • Sustainability: how Kingfisher is measuring the environmental impact of its AI initiatives.
    • The importance of incorporating compliance and legal teams into your development team.
    • The future: retailers must prepare for the age of agentic AI.

    Also on today’s show…

    How will we pay for goods in 2030? Will digital payments become ubiquitous around the globe and what are the implications for traditional forms of payment like cash and cards?

    Natalie unpacks three key findings from WorldPay’s 2025 Global Payments Report. To learn more about trends, insights and future payment predictions, download Worldpay’s Global Payments Report 2025 here: https://bit.ly/4hpBAuE 

    Worldpay is a leading payments technology company, processing over 50 billion transactions annually across 146 countries and 135 currencies. For the past decade, its Global Payments Report, based on a survey of over half a million consumers, has tracked the evolution of payment methods and is widely respected by merchants, experts, and the retail community.

    Mohsen’s bio:

    Mohsen Ghasempour is a distinguished expert in the field of artificial intelligence (AI) with a solid academic foundation, holding a PhD in Computer Science. Currently, Mohsen serves as the Group Director of AI at Kingfisher, where his leadership contributes to the advancement of artificial intelligence and machine learning technologies within the organisation.

    With over 15 years of experience as an accomplished data scientist and visionary leader, Mohsen has consistently harnessed the power of data to drive strategic decision-making. Prior to his role at Kingfisher, he held pivotal positions in leading technology and retail organisations, including The Hut Group (THG) and Shop Direct. In these roles, he spearheaded cross-functional teams to implement cutting-edge Machine Learning and AI solutions, resulting in measurable and transformative outcomes.

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • Sneakers and Scaling with The Sole Supplier Founder

    It’s Neurodiversity Celebration Week. Natalie shares her own neurodiversity journey and speaks to fellow ADHD-er and founder of The Sole Supplier, George Sullivan.

    George is a 34-year-old founder, born and bred in London.

    Ten years ago, whilst working in recruitment, he started a platform to help people find shoes. Since then, that online community has grown into an 8-figure global business and a key strategic partner to some of the world’s biggest brands like Nike, Adidas, Converse, Puma, and more.

    George and his team have built a community of over three million dedicated streetwear enthusiasts, generated over 1.5 billion impressions and driven over £250 million in revenue for brands.

    Natalie speaks to George at the Retail Technology Show press briefing. For more about the event, visit https://www.retailtechnologyshow.com/  

    Watch George Sullivan’s tips on how to build a business with ADHD:
    https://www.youtube.com/watch?v=RzETy0vCHxk 

    Check out The Sole Supplier: https://thesolesupplier.co.uk/  

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • Jigsaw CEO: Uncertainty And Disruption Is Our New Normal

    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

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • AllSaints Founder: The World Cannot Afford Fast Fashion

    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

     

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • 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.

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • Resale Revolution with Goodwill CEO Steve Preston

    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.

    Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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  • Forbes: Amazon Stores CEO Says AI May Spawn New Retail Formats

    Artificial intelligence (AI) is going to radically transform the retail sector and could result in the creation of new shopping channels, according to Doug Herrington, CEO of Worldwide Amazon Stores.

    “We really haven’t had a technology revolution as large as this since the start of the internet,” Herrington told delegates at the National Retail Federation’s (NRF) Big Show.

    He acknowledged that the shift to mobile and the rise of social media platforms were transformative, but both pale in comparison to the impact AI is going to have on the sector.

    “It’s going to touch all of us. It’s going to lower costs, improve quality, help us develop new customer experiences, and it may even spawn new retail formats.”

    This is an excerpt. Read my full article on Forbes.

  • Forbes: Evolve But Stay True To Your Roots, Says Burberry CEO

    Speaking at the National Retail Federation’s (NRF) Big Show, Burberry CEO Joshua Shulman stressed the importance of authenticity during brand reinvention.

    “We have the most opportunity where have the most authenticity. In luxury, you always want to have an element of surprise and desire, but it has to be rooted in the core equities of the brand.”

    The luxury veteran took the reins at Burberry last year, amid a continued decline in both sales and profitability. “By the time I arrived, it was pretty clear that there was an opportunity to look at what we were doing dispassionately and understand what messages and products we should amplify.”

    This is an excerpt. Read my full article on Forbes.