Brick & Mortar Reborn

Luxury Resilience: Tony Drockton on Cultivating Value and Adapting to Change in the Luxury Retail Space

What differentiates a luxury brand from other types of brands, and what do luxury brands need to do in order to drive value and keep on thriving, even during an event like a pandemic? That’s what you’ll hear about today from Tony Drockton, Founder and Chief Cheerleader at Hammitt, a company that sells luxury purses and bags. Listen in to hear what Tony has to say about value drivers, customer experiences, and what wholesale brands should be doing if they want to transition to selling directly to the customer.
Topics Discussed in Today’s Episode:
✔ Tony’s background✔ What Hammitt is all about✔ Value drivers that are important to the Hammitt bag✔ Changes Hammit had to make during the pandemic to reach customers✔ What kind of experience customers have at Hammitt✔ Suggestions for wholesale brands✔ How Tony looks at the mix of distribution✔ New store locations because of the pandemic✔ Tools that will be important for brands to implement✔ Tony’s favorite places in Hermosa Beach
Resources:
Tony Drockton
Hammitt

QUOTES:
“The customers like to say that Hammitt is the most functional luxury bag they carry.”
“I believe the luxury category requires that human touch. That one-on-one.”
“Bad retail has always been dead.”

Resilience in Resale: Kate Paynter on Navigating the Tides of the Pandemic and Fueling Growth in the Resale Retail Landscape

Resale has many differences from other types of retail. What gets the retail customer in the store? What keeps them coming back? And with their business model, how seriously may they be affected by an event like a pandemic? That’s what you’ll hear today from Kate Paynter, a franchise owner who had to close all of her stores for eight weeks at the beginning of COVID. Hear how they operated, how they survived the shutdown, and how they came back in today’s episode. 
Topics Discussed in Today’s Episode:
✔ Kate’s trajectory in business✔ How much has changed about the customer during COVID✔ How Kate decided to open another store✔ What’s changed for the store during the pandemic✔ What changes Kate had to make to sustain things during COVID✔ Kate’s thoughts about the growth of the clothing resale business over the past few years✔ Technology trends for the industry✔ Whether anything has changed about the way they take in product✔ How Kate keeps employees loyal✔ Technologies that Kate wants to see integrated into the store✔ Advice for entrepreneurs who want to grow✔ What Kate has learned over the past year✔ Where people should visit in Cincinnati
Resources:
Kate Finger Paynter

QUOTES:
“Our customer loves the hunt.”
“We can see a customer from newborn all the way up to graduating college.”
“We have a big reason for customers to want to walk into our store and that’s because we’re going to pay them cash.”

Stepping into Transformation: Jared Margolis on Reimagining Payless and Crafting the Ultimate Omnichannel Shoe-Buying Experience

Buying shoes can be a treat if you have the right shoe-buying experience. Today’s guest, Jared Margolis of Payless, wants to bring a clean, attractive, omnichannel experience to the shoppers that come to Payless, both in the US and internationally. Listen in to hear what Jared has to say about why he joined payless, what he thinks is important when it comes to omnichannel, and what kind of changes his company is making to the in-store experience.
Topics Discussed in Today’s Episode:
✔ Jared’s background✔ Why Jared joined Payless✔ How Jared approached his task✔ What’s important to Jared when he talks about omnichannel✔ What the company is trying to figure out before scaling again✔ Whether there’s a focus on how consumer behavior has changed✔ Changes to the in-location experience✔ Great experiences Jared has seen in-location✔ Favorite stores that Jared likes to shop in✔ Advice for brands that want to reinvent themselves✔ Jared’s favorite technology for on-location experiences✔ Jared’s predictions on in-store experiences post-pandemic✔ How inventory changes based on location✔ Fun things to do in Miami
Resources:
Jared Margolis

QUOTES:
“Having this blank canvas in America, we still have some great momentum coming in from our international business.”
“The brick and click is just critical. You can’t do one without the other, especially in the shoe business.”
“The vision that we have here at Payless is really to focus on being part of the community.”

Unlocking Retail Excellence: Jeremy Goldman on Crafting Memorable Experiences and Nurturing Consumer Loyalty in Brick-and-Mortar Spaces

Even if a value-driver seems obvious, businesses might still miss it. Today’s guest mentions a few seemingly obvious things, like providing basic needs and understanding the consumer, that some brands still struggle to get right. Jeremy Goldman is a Principal Analyst at Insider Intelligence, and in today’s episode, he discusses value-drivers he’s seen over the past few years, frameworks for building a memorable brick-and-mortar experience, and how to encourage people to come back to the location to shop.
Topics Discussed in Today’s Episode:
✔ Jeremy’s career✔ What Insider Intelligence is all about✔ Jeremy’s podcast and its focus✔ The consumer behavior changes and value drivers that Jeremy has seen over the past few years✔ What experience means to Jeremy and how to create one✔ Why the in-location experience matters✔ Jeremy’s favorite brands✔ Frameworks for building a brick-and-mortar experience✔ Creating a memorable experience online✔ How to encourage people to come back for an in-store shopping experience✔ Technology that was adopted faster than Jeremy expected✔ Jeremy’s comedy shows and things he wants people to see in New York
Resources:
Jeremy Goldman

QUOTES:
“Animals like to see each other in person versus through screens.”
“It turns out that there’s data that shows that having a good experience in one channel, like brick and mortar, can have a halo effect so that then people start to buy more from you online.”
“COVID was the impetus for me to realize that something was the superior experience. I think that’s what a lot of people are finding.”

Digital Leap: Dustin Jones on Nurturing Next-Generation Retail and Global Scaling with Unified Commerce Group

What is digitization and why is it so important right now? That’s one of the subjects that today’s guest talks about. Dustin Jones is the founder and CEO of the Unified Commerce Group, and he joins the podcast today to give his perspective on brick-and-mortar retail as a buyer. Listen in to hear what Dustin has to say about his acquisition of Frank and Oak, how to define a next-generation retail brand, and how to scale globally.
Topics Discussed in Today’s Episode:
✔ Dustin’s background✔ What enticed Dustin to acquire Frank and Oak✔ What defines a next-generation retail brand✔ What Dustin defines as digitization✔ Advice Dustin gives to retailers to think about their brick-and-mortar side or their digital side✔ How to scale globally✔ Dustin’s favorite locations for customer experiences✔ Why Dustin believes in physical retail✔ Favorite places in Hong Kong
Resources:
Dustin Jones

QUOTES:
“We believe that the future of retail is brands that are digitized and direct.”
“I believe that the next generation of brands are going to be all about being purpose-driven.”
“How you think about, as an owner, connecting yourself digitally to your community is really important.”

Navigating Retail Real Estate in a Post-Pandemic World: Insights from Bart Waldeck of Tango Analytics

Post-pandemic, is a location still as important as it used to be in retail real estate? And how can a retailer get the location that they need in order to make their venture a success? Today’s episode features an interview with Bart Waldeck of Tango Analytics. He discusses what Tango does and the types of clients they attract, how their software can help clients, and what the role of the brick-and-mortar store is going forward.
Topics Discussed in Today’s Episode:
✔ What Tango does✔ The types of clients that use Tango✔ How the software helps enable retailers to procure a location✔ How COVID has changed or affected consumer behavior✔ The role of the store going forward✔ How retailers can use technology to connect with their customers better✔ Whether location is as important as it used to be✔ How to integrate local locations to a successful online business✔ Brands Bart enjoys shopping with✔ Fun things that Bart likes about Chicago
Resources:
Bart Waldeck

QUOTES:
“We provide the data and analytics that help them understand what’s a good going rental rate within the market itself.”
“I’d say lastly, probably, omnichannel is finally here.”
“In all the different permutations of how you can buy things today and receive them, the store is going to be checking two out of three of those boxes most of the time.”

Carving a Niche in the Western Market: Tecovas’ Journey to Accessible Luxury with Paul Hedrick

Western is an interesting niche for a brand. It is a niche, but it is also a niche that a large part of the population participates in, so there’s a lot of opportunities there. Today’s guest is Paul Hedrick, founder of Tecovas, a Western brand. Listen in to the episode to hear Paul talk about what his brand is all about, how he grew his physical locations quickly, and how to make an accessible luxury product.
Topics Discussed in Today’s Episode:
✔ How Paul founded Tecovas✔ What the Tecovas brand is all about✔ The process involved in making boots✔ How many stores Tecovas has✔ How Paul managed to grow his stores so quickly✔ How Paul picked locations✔ The key elements that make Tecovas unique✔ How to make a luxury product that’s accessible✔ Brands that Paul admires✔ Advice for companies who want to know what to put in the store location✔ What Paul believes is the power of data technology✔ Best things to do in Austin
Resources:
Paul Hedrick

QUOTES:
“Our goal is really to be the most beloved Western brand in the world.”
“I would say that the overarching element is hospitality.”
“A brand with the most friends wins.”

The Renaissance of Appointment-Based Shopping: John Federman on Leveraging Personalized Retail Experiences with JRNI

If you aren’t too familiar with it, you might think that appointment-based shopping only recently blossomed because of the pandemic, but today’s guest says that appointment-based shopping had proved itself long before the emergence of COVID-19.
Listen in to today’s episode to hear John Federman, CEO of JRNI, a company that helps retailers create and change their customer’s experience with appointment-based services. John discusses what his customers are looking for, why in-person experiences are so important, and why smaller retailers might have an advantage right now.
Topics Discussed in Today’s Episode:
✔ What JRNI is all about✔ A typical customer and how they use JRNI✔ What the customers who use JRNI can achieve long-term✔ Changes that John has noticed in consumer behavior✔ Why in-person experiences matter✔ In-store experiences that John has enjoyed✔ Advice for smaller retailers✔ Technologies that have grown over the past few years✔ Technology that will shape the future of brick and mortar✔ What appointment-based shopping does for retailers✔ What makes an in-location experience great✔ What John would recommend seeing in Bostons
Resources:
John Federman

QUOTES:
“There’s always a mix between need and want with a consumer.”
“At the end of the day, shopping at some level is a visceral, emotional experience.”
“Every vertical needs to make their business more efficient.”

Investor Insights in a Shifting Retail Landscape: Gabriella Santaniello Discusses Adaptations and Trends with A Line Partners

How has the pandemic affected the investors that retail stores need? Today’s guest works with retail investors and has insight into the issue. Gabriella Santaniello is the Founder and CEO of A Line Partners, a retail research firm. Gabriella is a retail industry expert herself with years of experience in the field. Listen in to today’s episode to hear more about A Line Partners and what they do and to find out what Gabriella thinks about changes due to COVID, how retailers could improve in-store experiences and what trends she’s seeing in 2021.
Topics Discussed in Today’s Episode:
✔ What A Line Partners does✔ What firms hire A Line Partners for✔ How it was working for notable brands before A Line Partners✔ How things have changed through the COVID days✔ What changes Gabriella thinks are going to stick post-COVID✔ Whether Gabriella’s research provides an edge to investors✔ Guidance Gabriella would give retailers on in-store experiences✔ What Gabriella looks for in changing a store✔ Gabriella’s favorite retail store✔ How customers value authenticity✔ Trends Gabriella is seeing for 2021✔ What Gabriella wants to see in stores
Resources:
Gabriella Santaniello

QUOTES:
“Retailers now are having so many issues with inventory.”
“If you’re running lean inventory levels, you might as well send it to the stores because you’re going to fulfill online from the stores.”
“Authenticity’s a big deal. And they know when you’re not being authentic.”

Navigating the Mall Renaissance with Marina Satoafaiga: Adapting and Thriving at The Shops at Montebello Amidst a Pandemic

What’s it like to try to run a mall during the height of the COVID pandemic and lockdowns? Today’s guest knows. Marina Satoafaiga is the Marketing and Business Development Manager at The Shops at Montebello and she has a lot to say about how the community around the Shops at Montebello was affected by the pandemic and the changes since, and how the changes in the community affected retailers.
Listen to Marina talk about how to connect and engage with shoppers during a pandemic, interactions that are coming back now that restrictions are easing, and consumer behavior changes that will stick around post-pandemic.
Topics Discussed in Today’s Episode:
✔ Marina’s role and what her day-to-day looks like✔ What it’s like managing a shopping mall during COVID✔ What Marina did to connect with customers as the pandemic began✔ Interactions that went away during COVID that are coming back now✔ Consumer behaviors that are going to stay post-COVID✔ Marina’s example of a consumer experience✔ Marina’s favorite experience✔ Technologies that have been adopted at the Shops at Montebello✔ Foreshadowing the future of retail✔ Marina’s advice for retailers✔ Where Marina recommends going in Southern California
Resources:
Marina Satoafaiga

QUOTES:
“Like any crisis or any pandemic, the communication departments are really the ones leading the way.”
“Our center’s really a conduit for community.”
“For me, and I keep saying it in this podcast, community has always been my favorite.”