Craig and Bob Arora, President of The Reset Team Corp., discuss how the company evolved from a traditional merchandising operation into a national partner specializing in fixture installations, store resets, and large-scale retail execution. After noticing a major industry gap — work that had to be completed before merchandising could even begin — Arora launched The Reset Team in 2009 to handle specialized tasks like fixture moves, layout changes, and signage installation. The business quickly grew into a coast-to-coast execution partner supporting major retailers including Home Depot, Walmart, Pet Valu, and PetSmart.

Arora outlines how The Reset Team now leads complex remodels, relocations, and nationwide rollouts with precision and speed. Their specialized crews manage every step from pre-merchandising setup to final execution, supported by real-time reporting and consistent communication. He highlights why national retailers increasingly avoid patchwork regional contractors: inconsistency, uneven quality, and unnecessary management headaches. A recent high-stakes smartphone display rollout, completed across 100+ stores with zero deviation, illustrates how precision execution protects brand standards.

Training, specialization, and technology form the backbone of The Reset Team’s consistency. Arora explains how distributed teams are unified through detailed handbooks, video training, field mentorship, and digital tools like photo verification and automated scheduling. He also discusses broader retail trends, noting that merchandising has shifted from basic shelf-stocking to a dynamic strategy driven by brand experience, flexible fixtures, and rapid campaign alignment. Looking ahead, Arora expects The Reset Team to keep expanding as retailers embrace faster rollouts, evolving store formats, and more experiential environments—and he aims for the company to remain the first choice when execution needs to be done right, and at scale.

Interviewed this episode:

• Bob Arora, President of The Reset Team Corp.
• The Reset Team Corp.

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig Patterson and Kris Zanuldin, head of KONEK at Interac Corp. (Interac), discuss how the new Canadian e-commerce payment solution was developed to address key gaps in online checkout experiences. KONEK focuses on accessibility, trust, and convenience—factors Zanuldin says are essential for driving adoption in payments. Built to give Canadians more choice, the system aims to solve pain points around rising payment costs, fraud, and increasingly demanding customer expectations.

Zanuldin outlines how KONEK benefits merchants by improving conversion rates while also reducing payment-processing expenses. By working collaboratively with major financial institutions, KONEK enables features like bank-grade fraud protection, liability shift, and a streamlined checkout flow. The platform also tackles cart abandonment by offering customers more payment options, particularly pay-by-bank methods that resonate strongly with Gen Z and trust-conscious shoppers.

He also highlights the advantage of a made-in-Canada solution built for Canadian regulations, consumer behavior, and security expectations. With Staples as the first national launch partner, KONEK is set to showcase a smoother checkout and improved customer experience. Looking ahead, Zanuldin expects KONEK to play a major role in Canada’s shift from offline to digital commerce, providing a trusted, lower-cost payment alternative as digital wallets and online retail continue to accelerate.

Merchants who are interested in learning more about KONEK can visit KONEK.ca.

Interviewed this episode:

• Kris Zanuldin, head of KONEK at Interac Corp. (Interac),
• KONEK
• Interac Corp. (Interac),

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig Patterson and Albert Chow, co-founder & CEO at Silk & Snow, discussed the company’s origins and growth trajectory. Launched in 2017 as a mattress-in-a-box brand, Silk & Snow quickly distinguished itself by leveraging Toronto’s local manufacturing ecosystem. From the beginning, the brand emphasized thoughtful design, supply chain transparency, and strong relationships with family-owned manufacturers, eventually expanding into bedding, bedroom furniture, and living room essentials.

Chow highlighted the pivotal role of Silk & Snow’s 2023 acquisition by Sleep Country Canada in accelerating the company’s expansion. While the brand began with mattresses, its timely pivot during the pandemic into bedding and furniture positioned it for long-term growth. Today, Silk & Snow complements Sleep Country’s digital and retail presence, with showrooms and shop-in-shop concepts across Canada. The company currently operates seven standalone stores, aiming to reach 10 by year’s end, with further plans to grow to 15 locations.

Looking ahead, Silk & Snow remains focused on refreshing its product lines with new bed frames, sofa colors, and evolving designs while staying true to its Canadian identity. Chow noted shifting consumer behavior, with shoppers blending online research and physical store visits, especially in categories like mattresses and furniture where tactile experience matters. He also pointed to broader retail trends, including the decline of department stores, the rise of specialty retailers, and growing consumer interest in supporting Canadian-made products.

Interviewed this episode:

• Albert Chow, co-founder & CEO at Silk & Snow
• Silk & Snow

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig Patterson discusses the Toronto Waterfront BIA with Tim Kocur, Executive Director and Dorsa Alizadeh–Shabani, Manager of Operations. The conversation ranges from the revitalization and rising energy across Toronto’s Waterfront, focusing on the seasonal buzz, new retail openings, and exciting new restaurants like Queen’s Harbour. Alizadeh-Shabani notes the summer’s delayed start due to record rainfall but emphasizes a strong rebound with full crowds and booming cafes. Kocur shares that the eastern waterfront is evolving into a “development powerhouse,” with a wave of new businesses, patios, and community engagement shaping the area into a livelier destination. The addition of unique spaces like Ethos Climbing and new patios at Irene and Simona are just some signs of the district’s renaissance.

They also discuss major infrastructure and placemaking efforts reshaping connectivity and public space. The long-awaited LRT project has gained traction, now in the city’s Transit Expansion Office, with interim bus lanes already installed. Wayfinding signage has been expanded to help visitors discover hidden eateries and attractions beyond the water’s edge. A temporary park at 40 Queens Quay East, complete with whimsical seating, aims to activate otherwise unused space, while beautification efforts around industrial zones like the Redpath Sugar Refinery are gradually improving the area’s appeal. Hotel developments at One Yonge and on Bathurst, plus enhancements at Billy Bishop Airport like U.S. pre-clearance, are adding long-term vibrancy.

Looking ahead, Kocur and Alizadeh-Shabani highlight a future of integrated experiences across east, central, and west waterfront zones. Key developments include a bridge connecting the Parliament Slip to a new island park, expanded green space, and enhanced access to the Toronto Islands with improved bike rentals. They also hint at large-scale placemaking potential at the Rees parking lot, with ideas for sports viewing areas and hospitality activations. From Harborfront Centre’s daily programming and cultural exhibits to fireworks on Canada Day, it’s clear the Toronto Waterfront BIA is building not just a destination—but a multi-generational ecosystem of community, culture, and commerce.

Interviewed this episode:

• Dorsa Alizadeh, Manager of Operations at The Waterfront BIA
• Tim Kocur, Executive Director at The Waterfront BIA
• The Waterfront BIA

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig Patterson and Ben Hertzman, President of Progress Luv2Pak and Gather Packaging, discuss the remarkable evolution of the Canadian packaging company since its founding in 1917. Hertzman shares how Luv2Pak began as a hat box factory supplying icons like Holt Renfrew and Hudson’s Bay, before his family acquired it in 1981 and expanded into gift boxes, bags, ribbons, and coordinated packaging programs for North America’s top retailers. By shifting from solely domestic manufacturing to global sourcing, the company adapted to retailers’ changing needs, establishing itself as a leader in premium retail packaging.

The conversation explores how pandemic-driven supply chain disruptions and skyrocketing freight costs inspired Luv2Pak’s bold decision to reinvest in local production. Hertzman details the launch of Gather Packaging’s state-of-the-art paper bag factory in Toronto, built to ensure exceptional quality and a reliable North American supply. The new facility reflects a commitment to making goods closer to where they’re consumed, while using sustainable materials and processes that meet the needs of modern retailers and eco-conscious consumers.

Patterson and Hertzman also examine how packaging serves as a vital extension of brand experience, both in-store and in e-commerce, acting as a “walking billboard” that reinforces identity and customer loyalty. Highlighting Luv2Pak’s longstanding partnership with Harry Rosen as an example of coordinated, high-quality packaging, Ben shares insights on balancing a 100-year legacy with constant innovation, and offers advice for retailers to stay nimble and invest in packaging that reflects their brand values in an ever-changing market.

Interviewed this episode:

• Ben Hertzman, President of Love2pak and Gather Packaging
• Progress Luv2Pak and Gather Packaging

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig Patterson and Tony Flanz, founder and CEO of Montreal-based brokerage Think Retail, discuss the 20-year journey of Think Retail, the Montreal-based brokerage firm founded by Flanz in 2005. Flanz shares the inspiration behind launching his business—a desire to provide a more personalized, white-glove service to clients—and reflects on his first client, Bizou, a relationship that blossomed into a deeply personal, multi-generational collaboration. His unwavering passion and client-first approach remain at the heart of Think Retail’s success, which continues to grow through long-term partnerships and strategic leasing across Canada.

They explore milestone moments, including the pivotal Fossil mandate, early deals like American Apparel at Yorkdale, and the emotional story of Flanz’s philanthropic work with Autism Speaks. While building his firm, Flanz faced immense personal challenges—supporting a son diagnosed with autism and caring for a terminally ill wife—yet he continued to grow the business with resilience and optimism. He credits the brokerage as both a professional outlet and emotional anchor during these years.

They also discuss how Think Retail is shaping the future of Canadian retail, from introducing international brands like Adopt, Kmart 24, and Morgan de Toi, to helping Crocs expand across Canada. Flanz emphasizes the enduring value of integrity, relationships, and local market insight in an industry increasingly shaped by online retail, entertainment-focused malls, and digital tools. Looking ahead, he sees vast opportunity for global brands in Canada, thanks to low market saturation, high-performing malls, and a strong national identity.

Interviewed this episode:

• Tony Flanz, President at Think Retail
• Think Retail

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig Patterson and Ravi Rangan, Chief Technology Officer at Centric Software, discuss how the company’s end-to-end product lifecycle management (PLM) solutions are revolutionizing fast-moving consumer goods, fashion, and adjacent industries. Rangan details how Centric evolved from its roots in apparel PLM to now supporting footwear, consumer electronics, and even formulated products like food and cosmetics. By unifying planning, development, sourcing, and in-season optimization, Centric enables brands to streamline processes, improve cohesion, and close feedback loops that have traditionally been siloed.

The conversation explores Centric Software’s innovative use of artificial intelligence, from early expert systems managing complex material compatibilities to predictive analytics forecasting assortment demands and the latest generative AI applications. Rangan shares how Centric’s generative AI tools assist designers with rapid ideation and virtual sampling, dramatically reducing time-to-market by integrating creative inspiration with companies’ own qualified materials and business rules. Grounding AI outputs in enterprise data ensures that suggestions are practical, compliant, and tailored to each customer’s established processes.

Patterson and Rangan highlight shifting industry attitudes toward AI, especially among Canadian retailers, and discuss the critical role of keeping humans in the loop for validation as adoption grows. Looking ahead, Ravi reveals Centric’s excitement about expanding into new categories like consumer electronics and harnessing AI-driven insights to empower retailers with comprehensive, real-time product intelligence. Together, they emphasize the transformative potential of connected PLM solutions to improve agility, design accuracy, and competitiveness in a rapidly evolving retail landscape.

Interviewed this episode:

• Ravi Rangan, Chief Technology Officer at Centric Software
• Centric Software.

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Luxury brands may be misreading their most important customers, according to a new research report by Toronto-based consultancy Faculty of Change. The report, titled “The Secret Language of Wealth Your Company Isn’t Speaking,” dives into the shifting mindset of high-net-worth individuals and uncovers a surprising insight: luxury retail is increasingly failing to deliver the one thing its customers value most—status.

“Everything is about status,” said Jared Gordon, Managing Partner at Faculty of Change. “People don’t talk about it openly, but that’s ultimately what drives behaviour, especially among affluent consumers.”

Interviewed this episode:

• Jared Gordon, Managing Partner at Faculty of Change
• Faculty of Change

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig and Myriam Belzile-Maguire, Founder and Designer at Maguire Shoes, discuss the remarkable growth the Montreal-based footwear brand she founded. Known for its direct-to-consumer model, the brand offers high-quality shoes at affordable prices by cutting out traditional wholesale markups. Myriam shares how her experience as a designer inspired the creation of a mid-range price point in leather footwear that bridges the gap between budget and luxury. Maguire’s unique business approach has been instrumental in its success, allowing the brand to maintain fair pricing while delivering exceptional quality.

Maguire Shoes has expanded significantly since its inception, starting with a small Montreal shop and growing to include locations in Toronto, New York, and soon, Brooklyn. Myriam explains the strategic importance of being in trend-driven neighborhoods with vibrant local life, such as Nolita in Manhattan, to enhance visibility and attract fashion-savvy customers. Physical stores have also positively impacted online sales, with half of the brand's revenue now generated through e-commerce.

Beyond footwear, Maguire has diversified its product line to include accessories such as gloves and jewelry, inspired by collaborations with trusted manufacturers. As the brand continues to explore new markets and refine its offerings, Myriam hints at potential future ventures, including a possible expansion into men's footwear. Despite rapid growth, Maguire Shoes remains committed to its Canadian roots, ensuring competitive pricing for local customers while capturing global attention through innovative designs and strategic retail placement.

Interviewed this episode:

• Myriam Belzile-Maguire, Founder and Designer at Maguire Shoes
• Maguire Shoes

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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Craig and Keren Halpern, Product Marketing Director, Retail & Hospitality at Priority Software, discuss how Priority Software’s ERP solutions help small to mid-sized retailers streamline operations and enhance customer experience. Halpern highlights Priority’s tailored platform, which enables retailers to manage retail, POS, and ecommerce functions in one place. By consolidating essential retail processes, Priority Software offers flexibility and growth without the need for additional integrations, a crucial advantage for resource-conscious businesses.

Halpern addresses the challenges facing small and mid-sized retailers in North America, particularly in a highly competitive market where they must deliver the same level of service as larger counterparts. Priority Software supports these businesses with a seamless omnichannel experience, merging physical and digital retail channels to meet customer expectations. Priority Software’s centralized system allows retailers to maintain up-to-date inventory, personalize customer engagement, and manage operations across multiple locations with ease.

The discussion also explores trends and future needs in retail, with Halpern emphasizing the importance of cloud-based point-of-sale (POS) systems for centralized management and operational ease. Through cloud POS, retailers benefit from simplified operations, better data visibility, and automated processes that improve both customer and employee experience.

Interviewed this episode:

• Keren Halpern, Product Marketing Director, Retail & Hospitality at Priority Software
• Priority Software

This podcast is the audio version of the The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

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