Today, Nathan is joined by Heather Earl, Head of Ecommerce & CX at Nutrition Warehouse, Australia’s largest supplement retailer with more than 120 stores, nine private label brands and a fast-growing footprint in New Zealand. Twice recognised in the Top 50 People in Ecommerce, Heather has been at the centre of the brand’s digital transformation: from migrating to Shopify and Klaviyo, to launching SameDaySupps and building a loyalty program that rewards customers for being active, not just shopping.

Today, we’re discussing…

• Heather’s journey into ecommerce leadership at Nutrition Warehouse
• The challenge of coming back from maternity leave straight into rapid industry change
• Running ecommerce across nine private label brands and 120+ retail stores
• Migrating to Shopify and Klaviyo to unify tech and simplify operations
• Designing an online experience that replicates in-store service and advice
• Leveraging AI for search, personalisation and Shopify’s Knowledge Base
• Personalisation and customer profiling inside the upcoming NW Active Rewards program
• Lessons from rolling out two-hour delivery across a national store network
• How staff training, handheld devices and even a Nutrition Warehouse GPT are reshaping in-store service
• Using customer reviews, mystery shopping and data-led decision making to guide UX changes
• Surprising insights from PDP testing that lifted conversion rates by nearly 50%
• Balancing risk and reward in trialling new tools without overcomplicating the stack

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