Delivery isn't a back-end operation anymore – it's a frontline customer experience. In this episode of Retail Disrupted, we unpack the psychology of delivery and why retailers are now held responsible for every knock, delay and "Sorry we missed you" card.

District Marketing Director Morgan Rivers (UPS - UK, Ireland and Nordics) joins Natalie Berg live from The Delivery Conference to explore how choice, control and trust are reshaping last-mile strategy – and why 40% of cart abandonment is delivery-related.

In this episode, retail leaders will learn:

• How delivery has become a critical extension of your brand experience – not just the carrier's job • Why predictability often beats speed and how to design delivery promises customers actually believe • The optimal number of delivery options (and why too much choice kills conversion) • What the rise of lockers and out-of-home delivery really means for convenience and sustainability • How international shoppers think differently about delivery – and why "one size fits all" no longer works • Practical ways to communicate delays, failures and issues without destroying trust • How to prepare for AI, real-time tracking and new consumer expectations in the last mile This episode is brought to you from The Delivery Conference, powered by Metapack. Learn more here: https://www.thedeliveryconference.com/TDC2026 If you're a retail leader, GM or board member navigating disruption in e-commerce, fulfilment and customer experience, subscribe for weekly deep dives on the future of shopping.

The center of retail gravity has shifted. On this episode of Retail Disrupted, Natalie Berg sits down with Jonathan Reynolds, Associate Professor in Retail Marketing and Deputy Dean at Oxford's Said Business School, to dismantle the Western-centric view of retail innovation.

They explore why the US and UK are no longer the primary testbeds for new concepts and outline the 3 Rules for Futureproofing Retail Strategy:

• Rule #1: Look East, Not West. Why innovation has migrated from New York/London to Shanghai/Seoul, and why Western retailers must study the Asian "ecosystem" model.
• Rule #2: Tech is a Catalyst, Not a Strategy. Jonathan warns against the "Tech Trap"—implementing solutions in search of problems—and explains why AI should enhance human capability, not replace it.
• Rule #3: Beyond the Transaction. Why the store must be a hub for experience, service, and brand media – and what that means for KPIs, retail jobs, and investment.

They also debate whether AI and quick commerce will trigger a new wave of grocery e-commerce adoption – and what kind of culture retailers must build to genuinely futureproof their businesses.

Retail is entering the age of Agentic Commerce – where AI agents don't just recommend products, they autonomously sense, decide, and act to achieve customer goals.

In this episode, sponsored by NCR Voyix, Amit Acharya unpacks what this shift really means for enterprise retailers: why you must design simultaneously for two customers – the human in the aisle and the AI agent acting on their behalf – and why a unified commerce foundation is non-negotiable.

You'll learn:

• What Agentic Commerce Actually Is – and how it differs from today's search- and recommendation-based systems.
• The Two-Customer Challenge – humans wanting inspiration, discovery and joy vs. agents optimising for relevance, availability and speed.
• Why Unified Commerce Is The Real Prerequisite – open APIs, microservices and a single source of truth so agents can access clean, decomposed data.
• From Months To Minutes – how modern architectures slash deployment cycles and reduce the risk of "working" 40-year-old systems.
• Store-Level Impact – from reducing self checkout interventions to using edge computing so stores keep trading even when networks are choppy.

Featuring: Amit Acharya, Corporate Vice President of Product & Design for Retail Commerce, NCR Voyix Hosted by: Natalie Berg, Retail Disrupted

How does a challenger brand disrupt a legacy category dominated by giants?

SURI co-founders Gyve Safavi and Mark Rushmore have a few ideas. They join Natalie Berg to share how they're reinventing oral care with a sustainable, design-led electric toothbrush that consumers actually love to use.

We unpack how they quickly scaled from D2C startup to a multi-million-dollar business stocked in Boots, Target, Goop and other major retailers — all while maintaining their core mission: sustainability, design and performance.

We dive into:

• Why the toothbrush market was ripe for disruption
• The "secret sauce" behind SURI's cult-like customer love
• Scaling challenges: under-hiring, cash flow, and staying true to mission
• How high-profile fans (from Sir Jony Ive to the Kardashians) became organic advocates
• US expansion and learnings from bricks & mortar
• Lessons for any challenger brand looking to compete with giants

If you're a retail, CPG or D2C leader looking to build more sustainable, design-led products – or to understand how challenger brands can take on incumbents – this conversation is packed with actionable insight. Don't forget to subscribe to the podcast and check out our relaunched YouTube channel!

Retail is evolving fast — but physical stores still matter more than ever.

In this episode of Retail Disrupted, Natalie Berg is joined by Melissa Gonzalez — design strategist, entrepreneur, author of The Purpose Pivot, and Principal at MG2 — to explore the future of experiential retail, why digitally native brands are investing in physical stores, and how purpose-led leadership is reshaping the industry.

From pop-ups and Gen Alpha to AI, wellness, and community-driven retail spaces, Melissa shares practical insights for brands navigating the next era of commerce — plus the personal wake-up call that inspired her new book.

🎙 Expect real talk on leadership, vulnerability, and what makes retail experiences truly resonate today.

Melissa's book: The Purpose Pivot https://www.amazon.com/Purpose-Pivot-Dynamic-Vulnerability-Intuition/dp/1394329474

Melissa's podcast: Retail Refined https://marketscale.com/shows/retail-refined/

Can "soft" skills really deliver hard numbers?

In this episode of Retail Disrupted, Natalie Berg sits down with Matt Close, a 30-year Unilever veteran who proved that building a "happiness culture" isn't just nice to have—it's a massive growth engine.

Matt served on Unilever's Executive Committee and led the €8B Global Ice Cream business for 8 years. During his tenure, he added €3B in growth by taking an end-to-end approach to transforming value creation. His secret weapon? Building what he calls a 'happiness company'.

This episode is brought to you by The Richmond Retail & eCommerce Directors' Forum, where Matt will be hosting a session this April on how to create a people-first culture.

Retailers: register your interest here: https://www.richmondevents.com/contact/request?Item=DelegateInvite&EventCode=RET26

IN THIS EPISODE, WE EXPLORE:

• The literal business case for happiness: How it drives risk-taking and entrepreneurship.
• Why culture matters just as much in the factory as it does in the boardroom.
• Quick commerce and other forces reshaping the ice cream category
• Leadership lessons from 3 decades at one of Britain's biggest listed companies.

Listen here or head over to watch the video version on YouTube: https://youtu.be/4ZfjADu1DxY?si=IWEGChY62MAiRxBI

AI is no longer hype in retail - it's becoming table stakes.

In this episode of Retail Disrupted, we're joined by senior retail and data leaders shaping the future of commerce: Keyur Govande (Chief Technology Officer at Depop), Daniel Bos (Senior Director of Data, Analytics & AI at Just Eat Takeaway.com), and Daniel Chasle (Chief Data Officer at New Look).

Together, we unpack how AI is transforming customer experience through hyper-personalization, real-time relevance, and smarter commerce journeys—from food delivery micro-moments to fashion discovery and the rise of agentic AI.

This is a practical, honest conversation about what's actually working, what's overhyped, and how retailers can turn AI investment into real customer value and ROI.

🎧 Expect insights on: personalization vs relevance, AI-powered discovery, legacy tech challenges, agentic commerce, and what the next wave of retail disruption really looks like.

Recorded live on stage at London Tech Week's AI in Retail Event.

How does an iconic luxury beauty group stay relevant in an AI-powered world?

Recorded live on stage at London Tech Week's AI in Retail Event in London, this episode of Retail Disrupted features Pernilla Nyberg, SVP & General Manager UK & Ireland at The Estée Lauder Companies. Pernilla shares how Estée Lauder is thoughtfully using AI and data to support creativity, innovation, and personalization across luxury beauty — from trend intelligence and product development to fragrance, digital experiences, and in-store service.

A candid conversation on balancing technology with craftsmanship, brand equity, and high-touch human experience in prestige beauty.

International expansion isn't about copy-and-paste growth — it's about cultural intelligence.

In this episode of Retail Disrupted, Natalie Berg is joined by CMOs and leading global brand experts Katherine Melchior Ray and Nataly Kelly to explore why so many global brands fail — and what they should do differently to succeed across borders.

From luxury retail and hospitality to beauty, fashion, and FMCG, this conversation unpacks real-world examples (Sephora, Walmart, Target, Louis Vuitton, Apple, Uniqlo) as covered in Katherine and Nataly's book: Brand Global, Adapt Local.

If you're responsible for brand, retail, marketing, or international growth — this episode is for you.

In this episode of Retail Disrupted, Natalie Berg shares her 2026 outlook and insights from the KPMG Retail Think Tank. She is then joined by international logistics expert Becky Lombardo to unpack how retailers can build resilient, flexible, and profitable supply chains in an increasingly unpredictable world.

Becky shares practical insights on global trade disruption, nearshoring, returns, AI in logistics, sustainability, and why doing less - not more - may be the smartest strategy for retail leaders in 2026.

🎙️ Ideal for: retail executives, e-commerce leaders, supply chain professionals, brand founders, and investors.

00:00 – Introduction to Retail Disrupted

00:28 – Retail trends and challenges shaping 2026

02:48 – Geopolitical risk, weak demand & supply chain pressure

05:10 – AI, personalization & the risk of cognitive complacency

07:05 – Meet Becky Lombardo: global logistics & supply chain expert

08:25 – Why unpredictability is the biggest threat to retail planning

09:45 – Tariffs, geopolitics & global trade uncertainty

10:35 – Sourcing risk, China dependency & supply chain blind spots

12:47 – Nearshoring, profitability & smarter sourcing strategies

14:58 – Doing more with less: cutting complexity in supply chains

16:54 – What luxury retailers get right about customer experience

18:58 – Customer expectations vs speed, service & reliability

20:57 – Logistics, fulfilment & treating every customer like a VIP

23:02 – AI in logistics: efficiency vs human touch

24:39 – Returns, serial returners & charging for returns

26:49 – Sustainability, cost control & smarter supply chains

29:00 – Fixing fit, reducing fashion returns & new technology

31:07 – Direct-to-consumer vs wholesale: hidden operational costs

33:19 – Final advice for brands navigating retail disruption

34:10 – Where to find Becky Lombardo & closing remarks

🔗 KPMG Retail Think Tank: 2026 Outlook (LinkedIn post)

🔗 More about Becky and Londra Consulting