eCommerce MasterPlan

eCommerce Podcast Network
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Trying to work out how to acquire more customers?  Need to improve customer retention?  Or just looking for some reassurance you’re on the right track?  That’s what the eCommerce MasterPlan is here for.  Every week we interview an e-Commerce business person (owner, manager or marketer) with a fascinating insight into successful online retailing.  Their business might be a UK mail order retailer, an online-only store from Australia, or a brick and clicks business from the USA – but every one of them is doing something we can all learn from.  Many of our guests are using Shopify & Klaviyo, but we also have guests using Wix, Bigcommerce, Woocommerce, Omnisend and Magento. So you're sure to find an episode that directly helps YOU. Listen for advice on what to do next, the reassurance you’re heading in the right direction and all the inspiration you need to grow your eCommerce business without losing your life in the process!

  1. WWYD if you were starting a new job as CEO at an 8-figure fashion brand? Rich Chapple, former CMO of Gymshark

    8 HR AGO

    WWYD if you were starting a new job as CEO at an 8-figure fashion brand? Rich Chapple, former CMO of Gymshark

    Rich Chapple was previously the CMO at Gymshark and the CEO at THG Ingenuity, part of The Hut Group, scaling both companies to unicorn valuations. He is now the co-founder at The Growth Foundation, helping eCommerce and DTC brands grow the right way.    In this What Would You Do episode, Rich shares exactly what he’d do in his first 90 days as the new CEO of an 8-figure fashion brand. From finding the real “truth” in the numbers to sharpening strategy, building the right team, and focusing on profitable growth, this conversation is packed with practical guidance for any eCommerce leader looking to scale with clarity and control.    Hit PLAY to hear:  The exact first 90-day plan for a new CEO stepping into an 8-figure eCommerce brand How to find the real “truth” in your numbers (and the costly mistakes most brands miss) The simple Where to Play / How to Win framework to cut complexity and drive growth Why most 8-figure brands are structured for survival, not scale — and how to fix it The hidden growth opportunity in CRM and customer insight most teams ignore 📈 A low-cost traffic tactic that can deliver 70–90% off media rates 👀   Key timestamps to dive straight in:  [05:52] eCommerce Evolution and Increased Competition  [09:19] "Defining Truth Across Business Metrics"  [11:45] "Financial Analysis by GP Bands"  [14:46] Strategic Alignment and Execution Framework  [17:09] "How to Win with Strategy"  [22:41] Scaling Strategy and Future Planning  [25:39] "Developing Leaders Through Cross-Discipline"  [28:33] "Testing Strategies for Business Growth"  [31:29] Listen to Rich’s Top Tips!    Full episode notes here: https://ecmp.info/586 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    45 min
  2. How Seep Scaled eCommerce Growth to £10M: Meta Ads, Retention & Hero Product Strategy with Ed Hamilton

    9 MAR

    How Seep Scaled eCommerce Growth to £10M: Meta Ads, Retention & Hero Product Strategy with Ed Hamilton

    Ed Hamilton is the Head of Growth at Seep, a certified B Corp selling eco house cleaning tools. Founded in 2020 they are now on target for £10million in sales this year, via their Shopify store, Amazon and wholesale.    In this episode, Ed shares how Seep is turning a surge of awareness into sustainable, long-term growth. We explore the strategies behind scaling acquisition, improving retention, diversifying beyond Meta, and building a growth engine designed for lasting success—not just short-term wins.    Hit PLAY to hear:  How Seep turned a Dragons’ Den spike into a £10M growth engine 🚀 The hero product strategy that powers customer acquisition (and why it works) How to balance Meta performance with smarter channel diversification The retention playbook for products with a long repurchase cycle Why founder stories can outperform polished brand ads How to grow faster by focusing on lifetime value—not just new customers 📈   Key timestamps to dive straight in:  [05:44] "Dragon’s Den Success Momentum"  [07:19] "Growth Beyond Customer Acquisition"  [11:56] "Embracing Hero Product Strategy"  [14:01] Driving Repurchases Through Storytelling  [17:05] Diversify Advertising Beyond Meta  [23:07] Listen to Ed’s Top Tips!    Full episode notes here: https://ecmp.info/585 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    32 min
  3. What Would You Do if you were embarking on a replatform in 2026? – with James Gurd

    2 MAR

    What Would You Do if you were embarking on a replatform in 2026? – with James Gurd

    James Gurd is The Digital Juggler, and host of the Inside Commerce Podcast. He has over 20 years’ experience helping B2C and B2B brands deliver eCommerce growth, primarily through tech stack optimisation. From agency and tech selection through to team training and project leadership.    In this WWYD episode, James dives deep into what it really takes to replatform successfully in 2026 — from building the right business case and aligning your leadership team, to navigating Shopify decisions, managing friction, and avoiding expensive mistakes.    If a replatform is on your horizon, this episode is packed with practical advice you won’t want to miss.    Hit PLAY to hear:  Why replatforming without a business case is a costly mistake 💸 The real question you must ask before choosing Shopify How to map your data flows (and avoid tech stack chaos) 🔄 The hidden costs most teams miss in their TCO spreadsheet How to get C-suite buy-in without triggering internal friction 👀 The 15–20% rule that could save your launch timeline ⏳   Key timestamps to dive straight in:  [06:09] Platform Limitations Driving Transition  [07:56] Shopify's Market Strength Explained  [12:40] "Replatforming: Goals, ROI, Consensus"  [15:37] "Understanding Data Flows in Replatforming"  [17:42] AI Strategy vs Tactical Adoption  [22:11] "Effective Team Roles and Accountability"  [23:21] Listen to James’ Top Tips!    Full episode notes here: https://ecmp.info/584 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    31 min

  4. 1 MAR

    Want to be in a Keep Optimising Podcast episode?

    A quick update from Chloe on what’s happening for episode 300 on our sister show Keep Optimising, AND how you can be involved. Get involved >> https://keepopt.com/300 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    3 min
  5. From £3k to £80m: The Bootstrapped Must Have Ideas Growth Story with Amy Knight

    23 FEB

    From £3k to £80m: The Bootstrapped Must Have Ideas Growth Story with Amy Knight

    Amy Knight is the Founder at Must Have Ideas, a UK based eCommerce brands that sells problem solving household products. Must Have Ideas is a bootstrapped business, started with just £3,000 in 2018 that are now on track for £80million in 2026 via their custom in-house website.    In this episode, Amy shares how obsessive cash-flow control, customer-first thinking, and owning their tech stack helped Must Have Ideas scale at speed without outside funding. It’s a candid, practical conversation packed with lessons for eCommerce founders looking to grow sustainably, stay in control, and stand out in a crowded market.    Hit PLAY to hear:  🚀 How Must Have Ideas scaled from £3k to £80m without outside funding 💸 The cash-flow discipline that made bootstrapping possible at scale 🧠 Why building an in-house tech stack unlocked faster growth and better decisions ❤️ How customer experience became a key acquisition and retention lever 📦 The real reason they keep fulfilment, marketing, and CX in house 🌍 What finally made Amy decide it was time to expand beyond the UK   Key timestamps to dive straight in:  [05:53] Building Trust Drives Customer Loyalty  [08:19] "Customized Software for eCommerce"  [12:40] Bootstrapping Success: Key Lessons  [13:30] "Focused Cash Flow Management"  [17:33] "Struggles with Space and Facilities"  [20:10] Listen to Amy’s Top Tips!    Full episode notes here: https://ecmp.info/583 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    25 min
  6. Driving Profits Through Customer Service with eDesk’s Gareth Cummings

    16 FEB

    Driving Profits Through Customer Service with eDesk’s Gareth Cummings

    Gareth Cummings is the CEO at eDesk, the AI powered customer support helpdesk for eCommerce. Used by eCommerce stores around the world, their client CarParts.com has just been named in USA Today’s list of America’s Best Customer Service 2026.  In this episode, Gareth explains how eCommerce brands can use customer service, AI, and automation to increase conversion rates, improve retention, and turn support teams into profit-driving growth engines.  Hit PLAY to hear:  How faster replies can lift conversion rates by 50–60% ⚡ Why 30–40% of customer service queries happen before checkout 🛒 The real reason 9–5 support is killing your evening and weekend sales 🌙 How AI can handle half your support tickets without hurting CX 🤖 Where customer service hides revenue leaks, return drivers, and product issues 🔍 How top eCommerce brands turn support teams into profit creators, not cost centers 💰   Key timestamps to dive straight in:  [03:25] "From Customer Service to CTO"  [07:08] Pre-Sales Engagement Trends Expand  [12:31] "AI, Automation, and Customer Focus"  [13:11] Customer Loyalty Flywheel Impact  [16:28] "Prioritizing Customer Experience Transformation"  [20:41] "Automating and Enhancing Customer Support"  [22:40] "Customer Service Empathy Practice"  [24:19] Listen to Gareth’s Top Tips!  [29:33] Episode sponsored by eDesk. To learn more, visit eDesk.com    Full episode notes here: https://ecmp.info/582    Episode sponsored by eDesk. To learn more, visit eDesk.com  --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    32 min

  7. 9 FEB

    What Would You Do If You Wanted to Grow Physical Store Sales in 2026? – with Melissa Moore

    Melissa Moore is “The Retail Advisor”, and the host of The Retail Tea Break Podcast. She’s an expert in all things retail with over 25 years working with national brands, and she’s been a Rethink Retail Top Retail Expert for the last 3 years AND Named in Retail Technology Innovation Hub's Top 100 Retail Technology Influencers List for 2025.    In this What Would You Do episode, Melissa shares practical strategies to grow physical store sales in 2026, combining real-world retail experience with fresh insights from NRF in New York.    Hit PLAY to hear:  Why physical retail needs to become a destination, not just a transaction 🏬✨ The “old-school” personalization tactic most retailers are forgetting (and how to bring it back) 🧠💡 The biggest in-store sales mistake brands make after opening a beautiful store 🚫🛍️ How store teams can double as your most powerful content creators 📱🎥 Simple ways to remove friction that’s silently killing in-store conversions ⏱️❌ What NRF 2026 revealed about AI, community, and the future of retail 🔮🤝   Key timestamps to dive straight in:  [03:16] "Journey Through Retail Careers"  [07:53] "Humanizing Retail Through Data"  [12:10] "Stores as Content Studios"  [15:53] "Redefining Retail Store Roles"  [18:25] "Community-Centric Retail Trends"  [19:46] Listen to Melissa’s Top Tips!    Full episode notes here: https://ecmp.info/581 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    29 min
  8. How to Grow Sales in 2026

    2 FEB

    How to Grow Sales in 2026

    In this special episode of the eCommerce MasterPlan Podcast, Chloe Thomas shares a panel discussion from a live webinar focused on one big question: what’s really going to move the needle for eCommerce brands in 2026?  Chloe is joined by three expert voices from very different corners of eCommerce – growth, consumer behaviour, and AI – to unpack what’s working, what’s not, and where brands should be focusing their time, energy, and budgets this year.  From TikTok growth and AI-powered customer experience to brand trust, tech stacks, and surviving economic pressure, this is a practical, wide-ranging conversation designed to help you grow smarter in 2026.    Hit PLAY to hear:  Why TikTok is still the fastest growth lever for eCommerce (even without TikTok Shop) 📈 How brands are using AI to unlock 5–10% more revenue — without replacing their team 🤖 The #1 mistake brands are making by chasing trends (and how it’s killing long-term growth) 🚫 Where to start with AI if you want real results, not expensive experiments ⚙️ How economic pressure is changing how customers buy — and what that means for your strategy 💸 What to stop doing in 2026 to free up time, budget, and headspace for growth ✂️   Key timestamps to dive straight in:  [04:51] "Future Advice for Brands"  [06:35] "Buying Decisions: Risk and Behavior"  [11:55] AI: Essential for Business Efficiency  [17:44] "Action-Driven Brands Drive Growth"  [27:32] Amazon's Evolution & AI Branding  [30:09] Essential eCommerce Tools and Strategy  [39:12] AI for High-Quality SEO Content  [42:44] "Target Right Customers, Build Trust"  [46:29] Maximize ROI with AI Tools  [47:39] "Focus on Customers, Not Chaos"    Full episode notes here: https://ecmp.info/580 --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor? go here: https://ecmp.info/sponsor Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

    54 min
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Trying to work out how to acquire more customers?  Need to improve customer retention?  Or just looking for some reassurance you’re on the right track?  That’s what the eCommerce MasterPlan is here for.  Every week we interview an e-Commerce business person (owner, manager or marketer) with a fascinating insight into successful online retailing.  Their business might be a UK mail order retailer, an online-only store from Australia, or a brick and clicks business from the USA – but every one of them is doing something we can all learn from.  Many of our guests are using Shopify & Klaviyo, but we also have guests using Wix, Bigcommerce, Woocommerce, Omnisend and Magento. So you're sure to find an episode that directly helps YOU. Listen for advice on what to do next, the reassurance you’re heading in the right direction and all the inspiration you need to grow your eCommerce business without losing your life in the process!

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