Retail Relates

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What makes a store truly memorable - and why do some spaces feel alive while others feel transactional?

In this episode of Retail Relates, we have a conversation with Elisa Servais, a retail design expert, researcher, and consultant whose journey has taken her from Shanghai, London, and Brussels. Elisa’s work bridges academia and practice, exploring what makes in-store experiences valuable and how design can foster empathy, connection, and inclusion.

She shares how cultural awareness shapes global retail, why copying trends comes at the cost of essence, and how AI can enhance - not replace - human creativity. From luxury houses like Hermès to Belgian icons like Maison Dandoy, Elisa explains how the best retail environments blend local authenticity with global coherence.

It’s a conversation about creativity, purpose, and the human side of commerce - where design becomes a language of empathy.

About Elisa Servais:

Elisa Servais is a retail design expert, educator, and researcher whose work bridges practice and academia across three continents. Trained as an interior architect, Elisa began her career at Levi Strauss & Co., where she discovered her passion for retail design and the ways space can influence human behavior. Over more than a decade, she has worked in Shanghai, London, and Brussels, contributing to projects that range from global rollouts and flagship stores to mixed-use developments and city revitalization initiatives. Her design experience spans industries including fashion, food, and beauty—each reinforcing her belief that meaningful design begins with empathy and a deep understanding of people.

Elisa earned her PhD in Retail Design from Hasselt University, one of the few programs worldwide dedicated to this discipline. Her doctoral research, The Value of Experiential Retail Environments, explored how in-store experiences create value for both customers and brands—and how designers can better craft them. Today, through her Brussels-based consultancy, Elisa combines her academic rigor with real-world insight, helping companies and educators adopt a more strategic, inclusive, and human-centered approach to retail design. Recognized for her cross-cultural expertise and thoughtful perspective, she continues to advocate for a retail future where design, strategy, and emotion work hand in hand to connect people and place.

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What happens when data becomes more than a tool and starts to shape how we lead, learn, and listen?

In this episode of Retail Relates, Rich Honiball and Guy Courtin sit down with Katherine Black, Partner at Kearney and one of RETHINK Retail’s Top Retail Experts for 2025. Katherine’s career has taken her from Capital One to dunnhumby, KPMG, and now Kearney - helping global retailers turn customer data into meaningful loyalty and long-term growth.

She explains why curiosity beats coding, how the best loyalty programs are built on trust - not transactions - and why AI is most powerful when guided by human judgment. Katherine also reflects on lessons from her work with Tesco, Goodwill, and other global organizations, and what students and emerging leaders can learn from the next wave of “agent commerce.”

Insightful, practical, and refreshingly human - this episode is a masterclass in transforming data into impact.

Katherine Black Bio

Katherine P. Black is a data-driven strategist and Partner at Kearney, where she helps global retail and consumer companies transform how they grow, compete, and create value through data. With more than twenty years of experience leading commercial and technical teams, she specializes in converting data assets into strategic advantage—building loyalty ecosystems, designing data-driven pricing and personalization, and launching large-scale monetization programs that unlock new revenue streams. Her work consistently delivers measurable results, driving mature businesses to 3–5-point sales growth and launching new lines that achieve double-digit gains in year one.

Prior to Kearney, Katherine held leadership roles at KPMG and dunnhumby, where she led customer analytics partnerships with retailers including Tesco, Kroger, and Macy’s. She is a member of Chief, serves on the Board of Directors for Goodwill NY/NJ, and has been recognized among Retail Leader’s “Top Women to Watch in Retail” and DM News’ “40 Under 40.” Most recently, she was named one of RETHINK Retail’s Top Retail Experts for 2025. A lifelong believer that “data gives a voice to every customer,” Katherine is passionate about helping companies listen better, act smarter, and grow with purpose.

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What happens when a chef becomes a changemaker? For Robert Irvine, transformation starts with discipline, purpose, and service.

From the Royal Navy to Restaurant: Impossible, Robert has built a career helping others overcome the impossible—whether turning around struggling restaurants or creating mission-driven brands like FitCrunch, Robert Irvine Foods, and Irvine’s Spirits.

In this episode, he shares lessons on leadership, technology, and transformation: why empathy belongs in business, how automation can enhance - not replace - human connection, and why slowing down can lead to smarter, stronger growth.

Robert also reflects on the power of teamwork, the humility of service, and the importance of authenticity in leadership. His story reminds us that business can be a force for good—and that the best leaders are those who build both profit and purpose.

🎧 Tune in for an inspiring conversation on leadership, resilience, and the future of purpose-driven business.

Robert Irvine's Bio:

Robert Irvine is a world-class chef, entrepreneur, and philanthropist dedicated to improving lives through food, fitness, and service. Best known as the host of Food Network’s Restaurant: Impossible, he has spent over a decade helping struggling restaurateurs transform their businesses and their lives. Beyond television, Robert leads a portfolio of purpose-driven brands—including FitCrunch, Robert Irvine Foods, Boardroom Spirits, and Irvine’s Vodka and Gin—each built around a commitment to quality, performance, and giving back. His companies have generated hundreds of millions in sales across grocery, food service, and consumer products, all while supporting the mission of the Robert Irvine Foundation, which provides aid to service members, veterans, and first responders.

A former Royal Navy chef, Robert has carried the discipline and teamwork of military service into every venture. He has been recognized with numerous honors, including the Medal of Honor Society’s Bob Hope Award, the U.S. Department of Defense Spirit of Hope Award, and honorary designation as a U.S. Navy Chief Petty Officer. Through his foundation, books, and speaking engagements, Robert continues to inspire others to lead with integrity, resilience, and purpose—building brands that serve people first.

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What makes a place unforgettable? For Kevin Kelley, it’s not about style or awards—it’s about how spaces shape human behavior and bring people together.

Kevin Ervin Kelley, AIA, is a behavioral design architect, co-founder of Shook Kelley, and author of Irreplaceable: How to Create Extraordinary Places That Bring People Together. For more than three decades, he has worked with brands like Harley-Davidson, Whole Foods, Kraft, and USAA, as well as cultural institutions like MoMA and global cities from Charlotte to Manila.

In this episode, Kevin shares how childhood lessons, design school debates, and client challenges shaped his mission to “fix the everyday.” From food courts and steakhouses to smart cities and global marketplaces, his work proves that space still matters—and that environment is never neutral.

We explore why malls aren’t dead, how sensory design influences behavior, and why leaders must deliver not just convenience but social bliss. Along the way, Kevin reveals insights every leader can use to avoid sameness and create authentic, human-centered experiences.

Kevin Kelley Bio:

Kevin Ervin Kelley, AIA, is an award-winning behavioral design architect and co-founder of Shook Kelley, a strategic design firm with offices in Charlotte and Los Angeles. For more than three decades, he has worked with leadership teams from global brands—including Harley-Davidson, Whole Foods, Kraft, JM Smucker, USAA, and MoMA—as well as professional sports teams, universities, and urban districts. His expertise lies in understanding how the design of space shapes human behavior, perception, and decision-making, translating these insights into strategies that help organizations, communities, and cultural institutions thrive in an increasingly digital world.

Beyond his client work, Kevin co-founded and led the revitalization of South End in Charlotte, a once-blighted district that has since generated over $1.5 billion in economic development. Today, he continues to advise districts like Santa Monica’s Third Street Promenade and international hubs like Makati in the Philippines. A frequent speaker and educator, Kevin has presented at global conferences, taught at Harvard University and UNC Charlotte, and authored Irreplaceable: How to Create Extraordinary Places That Bring People Together, recognized by The Financial Times and The Next Big Idea Club as a must-read on the future of place and culture.

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What does it take to turn a flip flop into a lifestyle brand? For Jeremy and Lila Stewart, it meant grit, resilience, and a belief that comfort, color, and community could reshape an industry.

Inspired by their time in Indonesia and frustrated by stagnant footwear options, the Stewarts launched Hari Mari in 2012. What started with crayon drawings and focus groups quickly ran into real-world challenges: supply chain failures, defective shipments, and even counterfeit sales undermining their launch. But rather than quit, they doubled down—building the brand grassroots, one store and one customer at a time.

In this episode, Jeremy and Lila share lessons from the trenches: why perseverance matters more than glamour, why early failures can be fuel, and how community—from their internal team to philanthropic commitments—has been central to Hari Mari from day one.

From their first Nordstrom order to Joanna Gaines and Bradley Cooper sightings, their story is a masterclass in authentic brand building. If you’re an entrepreneur, retailer, or simply someone chasing a vision, this conversation offers both inspiration and hard-won advice.

Guest Bios

Jeremy Stewart co-founded Hari Mari in 2012 after careers in political consulting, global communications, and media production. He previously served as co-founder & CEO of Margate House Media in Indonesia, VP at Vox Global in Washington, D.C., and Director at Allyn Media in Dallas.

Lila Stewart, a Dallas native, brings experience in wholesale, PR, retail, and sales management. Before Hari Mari, she worked in live music sponsorships at Anschutz Entertainment Group. Today, she has helped place Hari Mari in nearly 1,000 retail locations across the U.S., Canada, Mexico, and the Bahamas, and secured media coverage in VOGUE, Forbes, WIRED, Travel + Leisure, and more.

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How do you build PR platforms that move culture? For Erin Hawker, it meant starting with grit, finding the white spaces in fashion, and turning visibility into value.

As the founder of Agentry PR, Erin has shaped campaigns across fashion, lifestyle, and entertainment since 2010. She’s also the creator of New York Men’s Day, a showcase built to spotlight emerging designers and bring new energy to the menswear calendar. Her work combines authenticity, cultural engagement, and a commitment to building opportunities for others.

In this episode, Erin shares her journey from the early days of PR (complete with fax machines and persistence) to building one of fashion’s most talked-about platforms. She explains why engagement must align with identity, how authenticity outlasts hype, and why consistency and values are the cornerstones of influence.

From career lessons to cultural insights, Erin’s story is both practical and inspiring. If you’re in fashion, branding, or simply curious about how platforms shift culture, this is an episode you won’t want to miss.

Erin's Bio

Erin Hawker is a fashion communications leader and entrepreneur at the intersection of style, culture, and media. She is the founder of Agentry PR, a New York–based, full-service agency known for elevating designers and building brand momentum through sharp strategy, integrated storytelling, and influencer/VIP programming. Prior to launching Agentry in 2010, Erin led high-impact initiatives for Donna Karan, Vertu, and Diesel North America, and as a VP at LaForce & Stevens worked across major accounts including Target, Sperry, Reebok, Judith Leiber, and Perry Ellis.

Erin is also the founder of New York Men’s Day, a platform that spotlights emerging designers and opens each season with industry support from major sponsors and partners. A builder of stages as much as stories, she continues to shape how fashion engages audiences—creating authentic moments that connect creativity, community, and commerce.

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What happens when sports, music, and food collide? For Alan Miller, it’s where culture transforms into connection.

As founder of COLLiDE Agency, co-owner of the Portland Pickles, and CEO of Official League, Alan has built his career at the intersection of passion and possibility. From campaigns for Converse and Dr. Martens to collaborations with bands like Fall Out Boy, Alan shows how premium, story-driven products turn casual fans into lifelong advocates.

In this episode, Alan breaks down why most merch fails—and how better design, quality, and storytelling create both revenue and memory. “Stop ignoring the one that wants to drop $90 and show off for their friends,” he advises. Beyond merch, Alan shares why community is built through genuine engagement, not shortcuts, and why curiosity and hustle remain the most underrated career tools.

From walk-up songs to time travel, Alan’s perspective is a reminder that inspiration rarely happens behind a desk. If you’re in retail, sports, or simply building community, this is a conversation you’ll want to hear.

Alan Miller Bio:

Alan Miller is a marketing innovator and entrepreneur at the intersection of culture, sports, and entertainment. He is the founder of COLLiDE Agency, an award-winning marketing firm known for creating groundbreaking campaigns for global brands including Anheuser-Busch, Converse, Dr. Martens, and Hard Rock Hotels. In the sports world, Alan is co-owner of the Portland Pickles, a top collegiate summer baseball team recognized for its fan engagement, community impact, and 2024 West Coast League Championship.

Alan is also the founder and CEO of Official League, a lifestyle brand celebrating sports culture through high-quality, artist-driven apparel and merchandise. Since launching, Official League has partnered with organizations such as MiLB, USL, and AHL, opening its first retail location in Portland in 2024. A creative force with a track record of building brands that connect deeply with audiences, Alan continues to push boundaries across marketing, sports, and fan culture.

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What does it take to revive an American icon? For Stephanie Stuckey, it meant reacquiring her family’s struggling roadside brand, embracing grit, and turning nostalgia into momentum.

Founded in 1937 by her grandfather, Stuckey’s became synonymous with pecan log rolls and quirky highway charm. At its peak, the company had over 350 stores, but decades of decline left it nearly forgotten. In 2019, Stephanie brought it back into family hands, and since then has grown sales fivefold, acquired a candy manufacturing plant, and expanded into new retail channels.

In this episode, Stephanie shares why she pivoted from stores to snacks, how storytelling keeps legacy brands relevant, and why grassroots “road warrior” marketing beats big-budget campaigns. She also opens up about her career pivots - from law and public service to entrepreneurship - and the lessons she’s learned about leadership, resilience, and community.

From Route 66 dreams to dashboard inspiration, this conversation is both practical and inspiring. If you’ve ever wondered how to revive a brand - or your own career - Stephanie’s story offers a roadmap worth following.

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What does it take to evolve from Marine Corps infantry officer to CMO and board leader? In this episode of Retail Relates, Tony Wells shares the lessons that carried him from the Marine Corps to the C-suite.

Tony’s career spans senior roles at Nissan, Visa, Schneider Electric, ADT, 24 Hour Fitness, USAA, and Verizon, where he most recently served as Chief Media Officer. Today, he’s a Venture Partner at AZ-VC and serves on the boards of Yelp, Nexstar, and TripleLift. His journey is filled with pivotal moments - mentorship that opened doors, career risks that paid off, and personal trials that underscored the importance of resilience.

Tony candidly addresses today’s marketing challenges, warning of the over-rotation toward performance at the expense of brand. “Brand answers the question ‘why,’ performance answers ‘why now,’” he explains, outlining a framework for sustainable growth.

From career self-management to board governance, Tony offers practical wisdom and inspiration for professionals at every stage. If you’re navigating change, building a career, or leading teams, this conversation is one you won’t want to miss.

Tony Wells Biography
Marketing Strategy | Brand Leadership | Board Governance

Tony Wells is a strategic marketing and transformation leader with over 25 years of experience driving growth, brand evolution, and digital innovation across leading Fortune 500 companies. 

Tony is currently a Venture Partner at AZ-VC, which is Arizona’s largest venture capital fund. Previously, Wells was the Chief Media Officer for Verizon, one of the world’s leading providers of technology and communications services, generating more than $133 billion in revenue and serving more than 120 million customers. Before Verizon, he served as Chief Brand Officer for USAA, the 13-million-member Fortune 100 and +$35 billion revenue financial services company serving America’s military community.  His career also spans executive roles at Schneider Electric, ADT, 24 Hour Fitness, and Visa, where he built and led high-performing teams, delivered award-winning campaigns, and championed digital and organizational transformation.

A U.S. Naval Academy graduate and former Marine Corps officer, Tony brings a mission-first, values-driven approach to leadership. Today, he serves as a board member, advisor, and mentor for several organizations including the Association of National Advertisers, focused on advancing innovation, diversity, and the next generation of leaders. Tony is recognized for his commitment to service, inclusion, and meaningful impact in both business and the broader community.

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What happens behind the scenes to get that package to your doorstep? Guy Courtin pulls back the curtain on the hidden world of retail logistics in this eye-opening conversation about supply chain innovation, technology adoption, and what consumers never see.

As a veteran supply chain expert with 25 years of industry experience, Guy brings refreshing clarity to complex topics. He explains how the digital revolution has completely transformed retail by shifting power from retailers to consumers. "Digital has given power to us as consumers," Guy notes, describing how his son would immediately search online when a store didn't have the Lego set he wanted. This consumer empowerment creates tremendous pressure on supply chains to deliver faster and more efficiently.

The discussion takes a fascinating turn when exploring technology adoption. Guy cautions against the blind pursuit of buzzworthy innovations without clear purpose, particularly with artificial intelligence. "We're trying to predict the future with the past. That doesn't work," he observes, sharing how Motorola once ramped up Razr production just as the iPhone was introduced. His balanced perspective emphasizes finding the right applications for technology rather than viewing it as either a universal solution or an existential threat.

Perhaps most compelling is Guy's insight into how supply chains are evolving from just-in-time models to more resilient systems in response to global disruptions. He explains how retailers are rethinking inventory strategies while simultaneously exploring personalization options that can customize products at the latest possible stage in production.

Whether you're a retail professional looking to understand supply chain dynamics or simply curious about how products move through our increasingly connected world, this conversation offers valuable perspective on the infrastructure that powers modern commerce. As Guy reminds us, "You have to be your number one champion" - advice that resonates far beyond supply chain careers.

Guy Courtin Bio:

Guy Courtin is a well-respected thought leader and speaker on the future of supply chain, automation, and technology trends. As the Vice President of Industry and Global Alliances at Tecsys, he leads their omnichannel supply chain technology go-to-market strategy and oversees the global alliance program. He brings over 25 years of experience in the supply chain industry, having held senior leadership roles at 6 Rivers, Infor, Progress Software, and i2 Technologies. In addition, he has been an industry analyst covering the supply chain space for SCM World, Constellation Research, and Forrester Research. Guy holds an MBA from the Olin School at Babson College, a Master’s degree from Loyola University Chicago, and a Bachelor’s degree from The College of the Holy Cross.

Guy is a RETHINK Retail Top Expert. He has been featured in numerous industry publications, podcasts, and panels speaking on the evolving supply chain ecosystem, the role of technology, and the interplay between physical and digital customer experiences. He proffers insight into the future of the supply chain and how evolving technologies are forging new paradigms.