What does "luxury" mean when your brand is over 300 years old, your customers span Gen Z to Royal Households, and your products have to delight both online and in-store? In this Retail Disrupted episode, Fortnum & Mason's Director of Buying for Hampers, Fashion, Beauty & Home, Jo Newton, lifts the lid on how a heritage icon stays radically relevant.

You'll learn: • How Fortnum & Mason defines modern luxury beyond logos and price • The role of "joy" as a core KPI for products and experiences • How tight supplier relationships fuel innovation without diluting heritage • Why gifting, hampers and service are being redesigned for a new generation of luxury customers

Plus a little bit of Fortnum & Mason trivia – from Charles Dickens being a fan to the invention of the Scotch egg!

🤝 This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Jo will be continuing the conversation on protecting brand equity while still evolving for the future of shopping. Retailers, there's still time to register your interest here: https://richmondevents.com/forums/details/ret26