Gareth Cummings is the CEO at eDesk, the AI powered customer support helpdesk for eCommerce. Used by eCommerce stores around the world, their client CarParts.com has just been named in USA Today’s list of America’s Best Customer Service 2026. 

In this episode, Gareth explains how eCommerce brands can use customer service, AI, and automation to increase conversion rates, improve retention, and turn support teams into profit-driving growth engines. 

Hit PLAY to hear: 

• How faster replies can lift conversion rates by 50–60% ⚡ 
• Why 30–40% of customer service queries happen before checkout 🛒 
• The real reason 9–5 support is killing your evening and weekend sales 🌙 
• How AI can handle half your support tickets without hurting CX 🤖 
• Where customer service hides revenue leaks, return drivers, and product issues 🔍 
• How top eCommerce brands turn support teams into profit creators, not cost centers 💰 

 

Key timestamps to dive straight in: 

[03:25] "From Customer Service to CTO" 

[07:08] Pre-Sales Engagement Trends Expand 

[12:31] "AI, Automation, and Customer Focus" 

[13:11] Customer Loyalty Flywheel Impact 

[16:28] "Prioritizing Customer Experience Transformation" 

[20:41] "Automating and Enhancing Customer Support" 

[22:40] "Customer Service Empathy Practice" 

[24:19] Listen to Gareth’s Top Tips! 

[29:33] Episode sponsored by eDesk. To learn more, visit eDesk.com 

 

Full episode notes here: https://ecmp.info/582 

 

Episode sponsored by eDesk. To learn more, visit eDesk.com 

---

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Melissa Moore is “The Retail Advisor”, and the host of The Retail Tea Break Podcast. She’s an expert in all things retail with over 25 years working with national brands, and she’s been a Rethink Retail Top Retail Expert for the last 3 years AND Named in Retail Technology Innovation Hub's Top 100 Retail Technology Influencers List for 2025. 

 

In this What Would You Do episode, Melissa shares practical strategies to grow physical store sales in 2026, combining real-world retail experience with fresh insights from NRF in New York. 

 

Hit PLAY to hear: 

• Why physical retail needs to become a destination, not just a transaction 🏬✨ 
• The “old-school” personalization tactic most retailers are forgetting (and how to bring it back) 🧠💡 
• The biggest in-store sales mistake brands make after opening a beautiful store 🚫🛍️ 
• How store teams can double as your most powerful content creators 📱🎥 
• Simple ways to remove friction that’s silently killing in-store conversions ⏱️❌ 
• What NRF 2026 revealed about AI, community, and the future of retail 🔮🤝 

 

Key timestamps to dive straight in: 

[03:16] "Journey Through Retail Careers" 

[07:53] "Humanizing Retail Through Data" 

[12:10] "Stores as Content Studios" 

[15:53] "Redefining Retail Store Roles" 

[18:25] "Community-Centric Retail Trends" 

[19:46] Listen to Melissa’s Top Tips! 

 

Full episode notes here: https://ecmp.info/581

---

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In this special episode of the eCommerce MasterPlan Podcast, Chloe Thomas shares a panel discussion from a live webinar focused on one big question: what’s really going to move the needle for eCommerce brands in 2026? 

Chloe is joined by three expert voices from very different corners of eCommerce – growth, consumer behaviour, and AI – to unpack what’s working, what’s not, and where brands should be focusing their time, energy, and budgets this year. 

From TikTok growth and AI-powered customer experience to brand trust, tech stacks, and surviving economic pressure, this is a practical, wide-ranging conversation designed to help you grow smarter in 2026. 

 

Hit PLAY to hear: 

• Why TikTok is still the fastest growth lever for eCommerce (even without TikTok Shop) 📈 
• How brands are using AI to unlock 5–10% more revenue — without replacing their team 🤖 
• The #1 mistake brands are making by chasing trends (and how it’s killing long-term growth) 🚫 
• Where to start with AI if you want real results, not expensive experiments ⚙️ 
• How economic pressure is changing how customers buy — and what that means for your strategy 💸 
• What to stop doing in 2026 to free up time, budget, and headspace for growth ✂️ 

 

Key timestamps to dive straight in: 

[04:51] "Future Advice for Brands" 

[06:35] "Buying Decisions: Risk and Behavior" 

[11:55] AI: Essential for Business Efficiency 

[17:44] "Action-Driven Brands Drive Growth" 

[27:32] Amazon's Evolution & AI Branding 

[30:09] Essential eCommerce Tools and Strategy 

[39:12] AI for High-Quality SEO Content 

[42:44] "Target Right Customers, Build Trust" 

[46:29] Maximize ROI with AI Tools 

[47:39] "Focus on Customers, Not Chaos" 

 

Full episode notes here: https://ecmp.info/580

---

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Roman Petrochenkov is the Head of Growth & Media Analytics at Carwow, so yes we’re going to be getting DEEP into tracking, attribution and all that juicy stuff. Carwow has grown from a review site, to be a one-stop shop for changing your car – offering customers the ability to a buy a new or used car, or sell their existing vehicle. Founded in 2013 they now operate in the UK, Germany and Spain. In 2024 they grew 50% with nearly £3 billion worth of cars bought on the site, and £1.8 billion of cars listed for sale through the Sell My Car service. 

 

Roman shares how top analytics teams work behind the scenes — and the smarter, faster ways to use data to fuel eCommerce growth. 

 

Hit PLAY to hear: 

• 🔎 Why perfect attribution is a myth — and what to do instead 
• 👥 How analytics teams should work inside an eCommerce business 
• 🧠 The #1 misunderstanding most marketers have about data 
• 🧩 When small brands should upgrade from GA4 to more advanced analytics 
• 🔐 What you must know about cookie consent & compliance in 2025 
• 🤖 Real-world AI tricks Roman uses to speed up analysis & tracking 

 

Key timestamps to dive straight in: 

[05:15] Tech, Marketing, and Finance Expertise 

[09:08] Understanding Data and User Journeys 

[10:09] Adapting to Business Evolution 

[15:39] "Advanced Attribution for Small eCommerce" 

[18:46] eCommerce Attribution and Management 

[20:25] "Attribution Challenges and Incrementality" 

[23:30] Streamlining Landing Page Feedback 

[26:48] Collaborative Challenges in Team Dynamics 

[28:01] Listen to Roman’s Top Tips! 

 

Full episode notes here: https://ecmp.info/579

---

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Miracle Inameti-Archibong is an online marketer who’s been deep in SEO since 2010. Now working at a very large UK retailer, after stints in other verticals and agency side. 

 

In this WWYD episode, Miracle tackles one of the biggest questions facing eCommerce right now: what would you do as AI search reshapes visibility, traffic, and growth? She shares a clear, practical view on where brands should focus, what still works, and how to move forward with confidence. 

 

Hit PLAY to hear: 

• Why good SEO still wins in an AI-search world 🤖 
• What GEO really means for eCommerce (and what you can ignore) 
• How AI search is changing clicks, traffic, and conversion rates 📉📈 
• Where eCommerce brands should focus in 2026 to drive growth 
• Why brand trust matters more than keywords than ever before ⭐ 
• WWYD: the smartest move if leadership is pushing for “AI everything” 

 

Key timestamps to dive straight in: 

[05:59] GEO-Focused Retail Search Strategy 

[08:58] "Focus on Brand, Not Algorithms" 

[11:08] "Focus Content Where Value Exists" 

[14:48] Cohesive Content Strategy Focus 

[18:48] "Trust and Quality Over Quantity" 

[22:50] Preparing for Agentic AI Integration 

[23:57] SEO, Accessibility, and AI Efficiency 

[29:04] "eCommerce Success Through Clicks" 

[30:49] Listen to Miracle’s Top Tips! 

 

Full episode notes here: https://ecmp.info/578

---

Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits

Get all the links and resources we mention and join our email list at https://ecmp.info

Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify.

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Steven Sashen is the co-founder and Chief Barefoot Officer of Xero Shoes. Selling via their international Shopify stores, Amazon, and wholesale. They launched in November 2009 and in 2024 did just under $68 million. 

 

Steven returns to the show to reveal how Xero Shoes jumped to nearly $68M — and the real decisions behind that growth. 

 

Hit PLAY to hear: 

• How Xero Shoes leapt from $6M to $68M — and why it still feels like a startup 🔥 
• The real reason they moved from WooCommerce to Shopify (and what went wrong 👀) 
• Why “best practices” are often bad practices — and what Steven tests instead 📊 
• The surprising truth about wholesale vs. DTC and where real scale actually comes from 🚀 
• How Xero Shoes got NBA + WNBA players training in their footwear 🏀 
• The product philosophy that fuels their growth: make shoes that truly change lives 👣 

 

Key timestamps to dive straight in: 

[05:00] "Data-Driven, Opinion-Free Marketing" 

[09:07] Platform Choice Doesn't Drive Conversion 

[11:42] "Website Launch: A Workable Rush" 

[14:56] "Scaling Footwear Through Retail Doors" 

[16:39] Global Privacy Challenges Expand 

[21:34] "Life-Changing Shoes Inspire Basketball Innovation" 

[23:39] "Impact of Barefoot-Inspired Footwear" 

[25:40] Listen to Steven’s Top Tips! 

 

Full episode notes here: https://ecmp.info/577

---

Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits

Get all the links and resources we mention and join our email list at https://ecmp.info

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Carter Eve is the founder and designer at Carter Eve Jewelry, a brand committed to sustainability and ethical practices creating delicate fine jewelry and distinctive designs. Founded in 2020 they now have annual sales of $1.2M with a 25% year-over-year growth rate. Selling exclusively via their Shopify site. 

 

In this episode, Carter reveals how she scaled her luxury jewelry brand to $1.2M using a made-to-order model, high-touch service, and smart offline pop-ups. A must-listen for anyone selling high-value products online. 

 

Hit PLAY to hear: 

• ⭐ How Carter scaled a $1.2M luxury jewelry brand with zero full-time staff. 
• 💎 Why made-to-order products can outperform traditional inventory in eCommerce. 
• 📲 The high-touch customer service strategy that turns buyers into lifelong fans. 
• 🎪 How offline pop-ups and events drive massive online sales (and trust!). 
• 🌱 Why ethical sourcing is now a must-have for modern jewelry buyers. 
• 🚀 The growth tactics that helped Carter hit 25% YoY growth—while still designing every piece. 

 

Key timestamps to dive straight in: 

[03:43] Hands-On Jewelry Design Process 

[08:39] Ethical Gemstone Sourcing Insights 

[12:22] "Future Plans for Outsourcing" 

[15:04] "In-Person Events: Essential Connection" 

[16:28] Pop-Up Events and Collaborations 

[19:45] Listen to Carter’s Top Tips! 

 

Full episode notes here: https://ecmp.info/576

---

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Caleb Slater is the managing director at Cards2Cash a platform enabling customers to sell unwanted gift cards. Founded in 2022 (when Caleb was just 16) it operates on a custom website, has recently expanded into Ireland, and has already grown to over £500k in annual sales. 

 

In this episode, Caleb reveals how he scaled Cards2Cash with smart SEO, clever payment optimisation, and a huge focus on trust and customer experience. It’s a fast, practical conversation full of insights any eCommerce brand can apply right away. 

 

Hit PLAY to hear: 

• 🚀 How a 16-year-old founder built a £500k+ gift card marketplace from scratch. 
• 🔍 The SEO strategy that now brings in 99% of Cards2Cash’s customers. 
• 💸 The payment change that saved the business over £20,000 in fees. 
• 🛍️ Why customer service became Caleb’s secret weapon for growth. 
• 🤖 How he’s using AI (the right way) to cut workload without hurting CX. 
• 🌍 The big expansion plans taking Cards2Cash across Europe next. 

 

Key timestamps to dive straight in: 

[03:37] Building a Website's Challenges 

[07:43] Exceptional Customer Service Priority 

[10:48] Gift Card Trading Trends 

[15:11] Ensuring Effective AI Support 

[17:56] Overcoming Payment Provider Challenges 

[19:42] Global Expansion: Ireland to Germany 

[20:24] Listen to Caleb’s Top Tips! 

 

Full episode notes here: https://ecmp.info/575  

---

Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits

Get all the links and resources we mention and join our email list at https://ecmp.info

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Hilary Large is the owner at Wardrobe at The Cross, a women’s fashion boutique. Launched in 2023, they sell via their physical high street store, and via their Shopify website and have already built to 100s of orders a week. 

 

In this episode, Hilary shares how she’s blending the best of in-store service with online scale — from personally calling first-time customers to building a brand rooted in trust, experience, and genuine connection. 

 

Hit PLAY to hear: 

 

• 💡 How Hilary Large built a women’s fashion brand that blends bricks and clicks — and why it works. 
• ☎️ The surprising reason she personally calls every first-time online customer (and what it does for retention). 
• 🛍️ How a small boutique competes with big brands by delivering luxury-level service. 
• 📦 The simple systems that keep her returns low and repeat purchases high. 
• 👗 Why having a physical store still matters — even in a digital-first world. 
• 🔑 The one thing Hilary refuses to give up as her business scales (and why it could change yours too). 

 

Key timestamps to dive straight in: 

[03:56] eCommerce Marketing Growth Journey 

[08:19] "Brand Growth Through Retail Presence" 

[12:46] Customer Trust Epiphany 

[14:40] "Optimizing eCommerce Customer Support" 

[18:56] "Protecting the Business's Foundation" 

[20:14] Listen to Hilary’s Top Tips! 

 

Full episode notes here: https://ecmp.info/574

---

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Get all the links and resources we mention and join our email list at https://ecmp.info

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Davies Roberts is co-CEO and co-founder of Flare Audio, the sound technology company who retail headphones, earplugs, and ear tools. Founded in 2010 they now sell globally via their Shopify store, Amazon, and a few retail partners, and are achieving around £5million in sales a year.

Back on the show for the third time, Davies shares the biggest challenges and breakthroughs Flare Audio has faced — from Meta ad chaos to game-changing sound innovation. A fast-paced episode packed with sharp lessons on resilience, product focus, and scaling a standout eCommerce brand.

Hit PLAY to hear:

 

·      🚨 How Flare Audio’s Meta ads collapsed overnight — and the surprising fix that halved their CPA.

·      🧩 Why your website wording might be sabotaging your ad performance without you knowing it.

·      🎧 The science behind how your ears distort sound… and how Flare turned that into a breakthrough product.

·      🌍 What tariff and customs changes REALLY mean for eCommerce brands selling globally in 2025.

·      💡 Why niche audiences can spark growth — but can never be your whole strategy.

·      🔧 How an inventor-founder balances deep R&D with fast-moving eCommerce realities.

Key timestamps to dive straight in:

[04:00] Business Challenges and Economic Strain

[07:49] Meta Ads Surge & Strategy Shift

[09:56] "Flare's Sound Revolution"

[14:02] "Invisible Sound Solution Marketing"

[17:16] "Innovative Sound Solutions Expanding"

[22:39] "Unlocking Music's True Clarity"

[23:48] "Holographic Audio Revolution"

[29:19] Listen to Davies’ Top Tips!

Full episode notes here: https://ecmp.info/573

---

Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits

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