How do you turn an angry or sad customer into a loyal one? In this solo episode, Crystal Vilkaitis explores the emotional side of retail—how optimism, playfulness, and genuine human connection can transform every interaction in your store.

From simple yet powerful gestures like smiling to encouraging your team to show up with energy and joy, Crystal shares practical insights to help retailers create memorable customer experiences that go beyond transactions. If you’re ready to inspire positivity in your store and strengthen customer relationships, this episode is a must-listen!

[0:44] Sending out surveys to friends for honest feedback
[2:26] The value of staying optimistic with your customers
[4:05] Turning an angry or sad customer into your best one
[5:10] Embracing your role as a performer in retail
[5:37] The power of a simple smile
[7:01] Encouraging employees to show up, be playful, and have fun

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What makes a store truly stand out in today’s changing retail landscape? In this inspiring episode of Rooted in Retail, host Crystal Vilkaitis sits down with Jessica Barile, Head of Specialty Sales at DesignWorks Collective, to unpack nearly 30 years of wisdom from the gift and retail industry.

Jess shares the timeless truth that drives every successful store—connection—and breaks down how to build meaningful relationships with your team, reps, vendors, and customers. You’ll learn how to create an inviting retail space, leverage overlooked vendor resources, and form partnerships that make your business more resilient.

This episode offers practical advice to help you thrive long-term in an evolving marketplace.

[0:00] Welcome and introduction to Jessica Barile of DesignWorks Collective
[2:05] Jess’s 28-year journey from sales rep to leading specialty sales
[6:14] The biggest constant in retail: why connection always wins
[10:40] How to nurture human relationships in a tech-driven world
[15:32] Standing out in your community through accessibility and experience
[20:45] Creating “third spaces” in retail—why comfort builds customer loyalty
[26:20] Experiential retail and community events that drive engagement
[30:10] Underused tools retailers should request from vendors and reps

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In this solo episode, host Crystal Vilkaitis takes us behind the scenes of a truly magical experience — a private Disney World event with 29 retailers designed to spark inspiration, connection, and creativity. From fireworks and fine dining to learning Disney’s framework for building world-class culture and consistency, Crystal uncovers how independent retailers can bring that same magic into their stores.

Discover how attention to detail, strong systems, and unforgettable customer experiences create loyal fans — not just customers. Plus, learn the power of “plussing” your ideas and why your team’s creativity might just be your next big differentiator.

[2:10]  - Why stepping out of your business sparks creativity and fresh perspective [4:55]  - How to audit your own store like a Disney cast member would  
[5:16]  - Systems don’t suffocate creativity — they enable it  
[8:10]  - Creating “magical” customer experiences through the five senses  
[11:34] - What “plussing” means — and how it transforms team brainstorming  
[13:40] - How Crystal’s impromptu happy hour became the best part of the trip  
[14:16] - The power of feedback in improving your next big event or promotion

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What if retail could do more than sell—it could inspire, educate, and connect communities? In this special episode of Rooted in Retail, host Crystal Vilkaitis gathers four incredible guests—Susan Tudor, Chacho Herman, Stuart Hata, and Jonathan Ochart—to dive into Museum Store Sunday, the cultural counterpart to Small Business Saturday.

They share how this nationwide movement helps museum stores (and indie retailers everywhere) turn a single shopping day into a year-round celebration of purpose, connection, and creativity. 

If you’re a museum store professional or a local shop owner, you’ll walk away with fresh, actionable ideas to elevate your customer experience and strengthen community ties in this episode!

[0:38] What is Museum Store Sunday and how it started
[4:57] The story behind the event’s creation by the Museum Store Association
[6:06] How to make shopping events more memorable and experience-driven
[6:52] Meet the Makers, book signings, and interactive in-store moments
[9:54] Turning your store into a celebration—events that build community
[13:28] How to repurpose what you already have to promote your brand
[16:20] Social media, word of mouth, and the power of repetition
[17:26] Partnering with local artisans for exclusive, community-driven products
[21:10] Building loyalty, connection, and purpose through storytelling
[22:07] Creating your own branded event day—why consistency matters
[24:25] How to get involved and find museum stores near you

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In this solo “After the Show (but not really After the Show)” episode, host Crystal Vilkaitis dives deep into how independent retailers can make the most of Small Business Saturday—a national event that’s not just about sales, but about creating experiences and community connections. Crystal shares both tried-and-true tactics and out-of-the-box ideas to help retailers attract loyal customers, drive traffic, and make holiday shopping magical.

From bundles and VIP events to scavenger hunts, local collaborations, and even alpacas (yes, alpacas!), this episode is full of creative inspiration to make your store the place to be this season.

[1:04] - Why Small Business Saturday matters — it’s not just about sales but creating experiences and memories.

[4:46] - Go beyond discounts; make your store a welcoming space where customers can connect and unwind.

[6:33] - Bundle products by theme, purpose, or audience to make shopping simple and thoughtful.

[9:10] - Use AI tools to brainstorm creative ideas for offers and campaigns.

[13:05] - Offer VIP early access to make loyal customers feel valued and part of something special.

[16:03] - Try interactive ideas like scavenger hunts, golden tickets, or social media challenges to drive engagement.

[21:10] - Collaborate with nonprofits to give back and share post-event stories to build authenticity.

[22:24] - After the event, debrief with your team—review wins, gather feedback, and plan improvements for next year.

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What does it take to create true loyalty—not just from customers, but within your business partnerships too? In this episode, Dawn from Hart Mercantile shares her journey from launching a small retail side hustle to running a thriving shop that continues to evolve with new product lines.

She opens up about how hospitality, service, and genuine connection build lasting customer relationships, and why having a solid support system—especially when working with your spouse or partner—makes all the difference. Plus, we talk about the elusive idea of balance in business… does it really exist?

[2:05] – How Dawn started her retail journey
[3:29] – Top lessons from starting her side hustle
[9:12] – Building loyalty, hospitality, and service
[18:30] – Why having a support system is key
[27:55] – The dynamics of doing business with your partner or spouse
[29:25] – What Dawn’s most excited about next

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Joy Fan, Founder of Storefront and lead of Retell.co, is transforming how independent retailers grow, connect, and thrive. Through innovation, pop-up strategies, and purpose-driven communities, she’s redefining what it means to create value in today’s retail landscape. Her approach blends creativity and connection, empowering brands to stay flexible and human in a rapidly changing world.

This is a must-listen for indie shop owners, retail visionaries, and creators ready to rebuild with heart, adaptability, and purpose. Tune in now!

[3:36] Joy’s journey through the retail world
[6:33] Using pop-ups and flexible formats to empower indie retailers
[20:38] Building lasting value in retail spaces
[23:35] The power of human connection in business
[24:00] Fresh, community-driven strategies for modern retailers
[29:51] Joy’s vision for the future of independent retail

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Running a successful niche retail business takes more than just passion—it requires strategy, creativity, and the ability to adapt. In this episode of Retail Therapy, Bob Phibbs, The Retail Doctor, sits down with Richard Matney, owner of Board Game Paradise, to talk about the realities of running and expanding a specialty store.

Richard shares the challenges of needing space for a second location, the importance of understanding your target audience, and how he keeps his store fresh and exciting for both new and loyal customers. Bob and Richard also discuss the tools and technologies—like Manus.im and Claude.ai—that can help retailers stay competitive, and why thinking differently with AI is becoming essential in the modern marketplace.

[1:12] Richard introduces his business and the retail challenge he’s facing
[3:30] Outgrowing the first space—and finding room for a second location
[10:32] Knowing your target audience and designing around them
[16:28] Tools and platforms that can strengthen your market strategy
[19:37] Keeping your retail experience fresh and engaging
[28:34] Learning to think differently and embrace AI innovation
[33:54] Navigating contracts, releases, and landlord relationships
[39:33] Why diversification is key to long-term stability

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What happens when decades of retail success collide with fear-driven decisions? Michael Schultz, co-owner of Cursive New York, shares how one panicked choice nearly sank his business—and the lessons that turned it into a story of resilience.

From 33 years in retail, Michael reveals the secret that never changes: a strong point of view. He also dives into how today’s consumers shop with less confidence, why tariffs are hitting harder than expected, and how showing up authentically on Instagram builds a deeper community than any “perfect” social strategy.

If you’ve ever felt overwhelmed, pressured to act fast, or unsure how to stand out in retail, this episode is your reminder to slow down, trust your vision, and lead with authenticity.

[2:40] Michael’s journey into retail and starting his first business

[5:02] The retail constant that never changes

[6:15] How consumer confidence has shifted in today’s market

[9:13] Why a strong point of view sets stores apart

[10:16] Fear, panic, and the cost of making rushed business decisions

[13:50] Failing fast: learning when to cut your losses

[18:09] Tariffs explained—how they’re hitting retailers and consumers

[22:27] Talking openly with customers about price increases

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What does it take to turn retail struggles into sustainable success? Summer Allen, a former retailer turned retail consultant, knows firsthand. Today, she helps business owners simplify profits, attract more customers, and build businesses that truly serve their lives—not the other way around.

In this episode, Summer shares lessons learned from her own store, why inventory should never “celebrate a birthday,” and how defining your own version of success is the key to long-term growth. From running your business with integrity to listening to your heart, Summer’s wisdom will inspire you to rethink how you approach retail.

[2:20] About Summer Allen
[6:37] The hardest lesson she learned in her own store
[8:55] Why your inventory should never celebrate a birthday
[11:00] Defining your own version of success
[20:00] Knowing what you’re truly good at
[26:57] Building a business that serves you
[30:25] Following your heart and listening to yourself
[30:43] Running your business with integrity

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