Retail Remix

AI is rewriting the rules of online shopping — and it’s happening faster than anyone expected.

In this episode of Retail Remix, host Nicole Silberstein chats with Travis Hess, CEO of the newly rebranded Commerce, about how conversational AI and “answer engines” like ChatGPT, Perplexity and Google’s AI Overviews are transforming how consumers discover and shop for products online.

Travis shares why these new tools represent the biggest paradigm shift since the dawn of ecommerce and explains why brands that fail to optimize for AI-driven discovery risk disappearing altogether. 

Key Takeaways:

• How to capture some of the projected $260 billion in sales AI is expected to drive this holiday season;
• Why the “customer is the new channel” in our increasingly AI-driven world;
• How to adapt your ecommerce strategy for contextual discoverability; and
• Why a brand’s “content supply chain” matters more than ever, and how to enhance yours.

Related Links

• Learn more about Commerce (parent company of BigCommerce, Feedonomics and Makeswift)
• Related reading: AI Search is Rapidly Gaining Consumers’ Trust
• Related reading: Salesforce Global Holiday Forecast — AI Will Drive $1.6 Trillion in In-Store Sales
• Catch up on all episodes of Retail Remix
• Learn more about AI evolutions in commerce on Retail TouchPoints
  
  

Legacy brands from the Y2K era are back — but the smartest ones aren’t just trading on nostalgia, they’re reinventing themselves for today’s digital-native youth.

Pacsun is the poster child for this kind of strategic reinvention, and in this episode of Retail Remix the brand’s Chief Merchandising Officer, Richard Cox, unpacks how the company is doing it. From activations at music festivals and college football games to its new Youth Advisory Council, Pacsun is co-creating its future alongside the very customers it serves. 

Listen in to hear:

• Why Pacsun’s resurgence is about more than Y2K nostalgia;
• How the brand has transformed into a purpose-driven, youth-focused powerhouse;
• Insights from Pacsun’s first-annual Youth Survey illuminating what matters to today’s youth, with mental health and music topping the list;
• What co-creation looks like behind the scenes and how Pacsun pulls it off; and
• The power of “anemoia” (and what it is). 

Related Links

• Explore the latest collections and campaigns from Pacsun
• Dig into the results of Pacsun’s Youth Survey, conducted with GlobalData
• Related reading: Pacsun Takes Co-Creation to the Next Level with New Youth Advisory Council
• Related reading: Pacsun Follows the Music with Capsule Collection and Pop-Up at NYC’s Governors Ball
• Learn about Gen Z and Gen Alpha’s shopping behaviors and how to connect on Retail TouchPoints
• Catch up on all episodes of Retail Remix

Gift shops are more than a post-museum pit stop — they can be retail destinations in their own right.

In this episode of Retail Remix, host Nicole Silberstein sits down with Jesse Goldstine, Chief Retail Officer at the Museum of Modern Art (MoMA), to discuss the recent redesign of the MoMA Design Store in SoHo and the unique nuances of museum-affiliated retail.

Jesse shares how the iconic museum is connecting culture with commerce in its retail experiences through storytelling, product curation and immersive design. 

🎨 Key Takeaways:

• What makes museum-affiliated retail different from traditional retail;
• Why storytelling and product curation are essential elements of the new MoMA Design Store in SoHo;
• Why reducing SKU counts was essential to creating a store “worthy of” the products it sells; and
• Insights into MoMA’s global retail strategy, from its stores in Japan to licensing collaborations with brands like LEGO and Vans.

Related Links

• Explore the latest collections and collaborations from the MoMA Design Store
• Learn more about the Museum of Modern Art’s exhibitions and mission 
• Read more from Retail TouchPoints
• Catch up on all episodes of Retail Remix
  
  

Sports retail is moving fast — and sometimes sideways. This week, Shop Eat Surf Outdoor Editor in Chief Tiffany Montgomery and long-time industry analyst Matt Powell join Retail Remix for a candid discussion about what’s really happening with the biggest names in sports and activewear — and what retailers can learn from both their wins and missteps.

Listen in to hear:

• Why Dick’s Sporting Goods’ acquisition of Foot Locker is both a bargain and a big bet on Nike’s turnaround;
• The operational edge that’s helped Dick’s pull away from competitors;
• Nike’s strategic missteps and why recovery will take longer than Wall Street hopes (but is in the cards); 
• Why lagging in grocery and losing its sense of fun have been just as harmful to Target as its recent DEI reversal;
• Lessons from Vuori’s cross-category and cross-gender success — and what legacy players like Lululemon can learn; and
• Why executives shouldn’t be lulled into a false sense of security following relatively rosy Q2 earnings.

From footwear giants to big-box chains, this episode pulls no punches in looking at the forces reshaping retail.

RELATED LINKS:

• Learn more about the strategy and advisory work of Matt Powell at BCE Consulting
• Explore more coverage of the active outdoor industry from Shop Eat Surf Outdoor
• Related reading: Dick’s Sporting Goods to Acquire Foot Locker in $2.5 Billion Deal
• Related reading:The Evolution of Journeys Under New President Andy Gray
• Read more from Retail TouchPoints
• Catch up on all episodes of Retail Remix
  
  

Cracked screen? Dead battery? Most of us are quick to ditch our broken electronics — but what if there were a smarter, more sustainable alternative?

In this episode of Retail Remix, Nicole Silberstein chats with Steven Proust and Eric Helgason, Co-founders of PayMore, a brick-and-mortar resale franchise that’s changing the way we buy, sell and trade electronics. Since launching in 2011, they’ve grown their business to 100 locations — and counting — by leaning into a resale model that’s community-focused and planet-friendly.

Steven and Eric share:

• Why today’s consumer is more open to buying used devices — and what’s driving that shift;
• How PayMore ensures customer trust through modern stores, smart pricing and rigorous data privacy;
• Why they chose franchising as their growth engine and how it supports their community-driven ethos;
• The challenges of scaling a brick-and-mortar resale model — and the tech they’ve developed to power it; and
• How they’re staying ahead of the curve as new devices (and resale trends) keep evolving.

This isn’t just resale — it’s retail innovation in action. For executives navigating the next era of store experience, PayMore is one to watch.

RELATED LINKS:

• Explore the PayMore model and find a location near you
• Related reading: PayMore Opens 19 North American Locations in Q2, Moving Closer to 150-Store Goal
• Read all about the evolution of resale on Retail TouchPoints
• Catch up on all episodes of Retail Remix

This episode is brought to you by Appriss Retail

Product returns are often seen as a necessary evil — but when return fraud enters the mix, things get a lot more costly, and complicated.

In this Retail Remix Deep Dive bonus episode — brought to you by Appriss Retail — guest host Adam Blair (Editor, Retail TouchPoints) takes a closer look at how retailers can cut down on fraudulent returns without sacrificing customer experience.

Joined by Vishal Patel and Pedro Ramos of Appriss Retail, the conversation covers:

• Why the scale of returns fraud is rising—and how it’s evolving;
• The growing tension between consumer expectations and loss prevention efforts;
• How retailers can adjust return policies without alienating loyal shoppers;
• Key findings from Appriss Retail’s latest Consumer Returns in the Retail Industry report;
• Real-world success stories from retailers tackling this issue head-on.

If you’re rethinking your return policy or struggling with increasing return rates, this episode offers strategic insights backed by real data.

RELATED LINKS:

• Explore the latest ORC report from Appriss Retail
• Learn more about Appriss Retail
• Read more from Retail TouchPoints
• Catch up on all episodes of Retail Remix
  
  

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Reduce returns, stop abuse and fraud, and protect your bottom line. Visit ApprissRetail.com to learn more.

In an age of instant delivery, why are so many consumers still making the trip to the store?

In this episode of Retail Remix, host Nicole Silberstein sits down with Melissa Gonzalez, Principal at the design firm MG2, to explore why the in-store experience is still such a powerful tool for connection and conversion. 

Melissa shares how she helps clients turn physical retail spaces into strategic assets and digs into new MG2 research that explores the motivations and behaviors of Gen Z — spoiler: they’re showing up to stores with purpose.

What you’ll learn:

• Why grouping all Gen Zers together as one cohort is a myth (there’s are big differences between the older and younger ends of the spectrum);
• Why inter-departmental communication and modularity in store design are crucial to omnichannel execution;
• Why co-creation is a must, especially as Gen Z cedes territory to Gen Alpha;
• Why, even when consumers don’t follow through with higher ideals like sustainability in their purchasing, those values are an opportunity for brands; and
• Examples of stellar store experiences from Coach, Lego and Nordstrom.

RELATED LINKS:

• Learn more about MG2
• Related reading: Williamsburg’s the Spot for Third NYC-Area Nordstrom ‘Local’ Store
• Related reading: LEGO’s New NYC Flagship Inspires Customer Creativity, Brick by Brick
• Explore more insights from Retail TouchPoints
• Catch up on all episodes of Retail Remix
  
  

Resale has officially moved from the margins to the mainstream. As economic pressures push consumers to seek value and sustainability gains steam, resale marketplaces like ThredUp are poised for massive growth.

In this episode of Retail Remix, host Nicole Silberstein sits down with Alon Rotem, Chief Strategy Officer at ThredUp, to discuss the company’s impressive recent growth and what it says about the broader retail landscape. They dive into:

• Why economic headwinds like tariffs and the removal of de minimis have been tailwinds for resale;
• How ThredUp has finally been able to achieve profitability in the U.S. and what it plans to do with that capital;
• Why AI advancements are poised to "disproportionately benefit” secondhand retail;
• Details of the company’s forthcoming peer-to-peer offering;
• PLUS what everyone gets wrong about lawyers. 

Whether you’re a retail exec or a resale-curious consumer, this episode breaks down why the resale model is no longer a trend — it’s the future.

RELATED LINKS

• Check out what ThredUp is up to
• Related reading: ThredUp Makes Resale Technology Free for All, Plans New Peer-to-Peer Offering
• Related reading: Tariffs, AI, Social Trends Create ‘Powerful New Pathways’ for Resale
• Related reading: ThredUp Nixes Rewards Points as Struggle to ‘Improve Unit Economics’ Continues
• Explore more episodes of Retail Remix

If you’ve shopped in Europe, chances are you’ve been to Primark — and if you haven’t, you’ve probably heard someone rave about it. But in the U.S., the value fashion giant is still writing its origin story. 

This week, Nicole sits down with Kevin Tulip, President of Primark U.S., to talk about the brand’s expansion across the states, what makes its business model so unique, and how the company is adapting to American consumers — without abandoning its global blueprint. Listen in to learn:

• How Primark balances its centralized inventory model with regional flexibility;
• What makes the brand’s no-ecommerce, no-discounting approach work;
• Why initiatives like repair workshops and sustainable sourcing are priorities — even at a $12 price point; and
• What to expect from the upcoming NYC flagship (Kevin promises it’s going to be “unlike anything else”).

RELATED LINKS

• Explore Primark’s latest store openings
• Related reading: Primark Pens Contract for Penn District NYC Flagship
• Related reading: Primark Aims to Extend Clothing’s Lifecycle by Bringing Repair Workshops to the U.S.
• Related reading: Inside Primark’s Mecca for All Things Disney and Marvel
• Catch up on all episodes of Retail Remix

Prime Day gave us more than just deals — it delivered critical clues about what consumers want now, and what they’ll expect this holiday season.

In this episode of Retail Remix, Vivek Pandya, Director at Adobe Digital Insights, joins host Nicole Silberstein to unpack the numbers behind this year’s record-breaking Prime Day performance — and what they signal about consumer behavior heading into the back half of the year.

You’ll Learn:

• How essential goods drove surprise growth during Prime Day and whether those same patterns will repeat during the back-to-school and holiday periods;
• Why affiliate traffic is outperforming paid search;
• What the data says about shopper price sensitivity and demand headed into holiday; and
• The ways in which generative AI is already impacting how — and where — consumers shop.

RELATED LINKS

• Check out Adobe’s latest retail insights
• Related Reading: Prime Day Again Breaks Sales Records — and Offers Insight into Current Consumer Mindset
• Explore more consumer behavior coverage from Retail TouchPoints
• Catch up on all episodes of Retail Remix