The Voice of Retail

Michael LeBlanc
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The Voice of Retail is a weekly podcast hosted by retail pioneer, advisor and keynote speaker Michael LeBlanc and is produced in conjunction with Retail Council of Canada. Each and every week I interview the most interesting people in and around the retail industry, examining the key issues and strategies on the minds of thought leaders in Canada, the U.S. and around the world. © 2018-2026 M.E. LeBlanc & Company Inc. All Rights Reserved.

  1. Violence, Organized Theft and the Future of Retail Security with Rui Rodrigues, Loss Prevention Expert and RCC Advisor

    4D AGO

    Violence, Organized Theft and the Future of Retail Security with Rui Rodrigues, Loss Prevention Expert and RCC Advisor

    Retail crime in Canada has reached a critical point. In this episode of The Voice of Retail podcast, host Michael LeBlanc welcomes back Rui Rodrigues, a veteran loss prevention leader and advisor working with the Retail Council of Canada, to unpack the rapidly escalating challenges facing retailers across the country. Rodrigues brings more than 30 years of experience in retail security and loss prevention, having worked with major retailers including Staples, Best Buy, Holt Renfrew and Hudson’s Bay before launching his consulting practice. Today he works with retailers across Canada helping them address organized retail crime, risk management, and store safety while also collaborating closely with law enforcement and government partners. The conversation begins with a big picture look at how retail crime has evolved since the early days of the pandemic. Rodrigues explains that theft is not new, but the scale, organization, and violence associated with retail crime has increased significantly. Opportunistic shoplifting remains common, but retailers are increasingly dealing with organized criminal networks that exploit weak legal consequences and sophisticated resale channels. One major driver has been the growth of online marketplaces and social media resale channels, which allow stolen goods to be redistributed quickly and anonymously. Criminal enterprises can now move merchandise without the traditional risk of transporting large volumes across borders. Even more concerning is the growing level of violence and weaponization in retail theft incidents, with security teams reporting machetes, firearms, and bear spray being used to intimidate employees and prevent intervention. Retailers have responded by shifting away from physical apprehension policies in many cases, prioritizing employee safety over recovering merchandise. But Rodrigues also shares reasons for optimism. Over the past three years, the Retail Council of Canada has built a national retail crime task force, bringing together more than 30 police services along with retailers and prosecutors to coordinate intelligence and enforcement actions. Initiatives such as Project Retail Blitz focus targeted operations on repeat offenders and organized retail crime groups. The discussion also explores the growing political recognition of the issue. Retail leaders have recently met with federal and provincial governments to push for stronger legislation, including reforms aimed at organized retail theft and repeat offenders. According to Rodrigues, the goal is not only stronger laws but consistent enforcement and a structural approach to retail crime across police and prosecution services. The episode concludes with a preview of the upcoming Retail Secure Conference, where industry leaders, law enforcement, and policymakers will gather to share best practices and strategies for tackling retail crime and improving community safety. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    31 min
  2. Matthew Guiste, Global Retail Technology Strategist at Zebra Technologies, on AI, RFID & the Future of Frontline Retail

    FEB 27

    Matthew Guiste, Global Retail Technology Strategist at Zebra Technologies, on AI, RFID & the Future of Frontline Retail

    Recorded live at the NRF Big Show in New York, this episode of The Voice of Retail features Matthew Guiste, Global Retail Technology Strategist at Zebra Technologies, for a strategic discussion on how AI, RFID, and frontline enablement are redefining modern retail. Zebra Technologies, a $5+ billion global enterprise and pioneer in barcode scanning, now powers retail operations through mobile computing, RFID, computer vision, and AI-driven solutions. Guiste explains how Zebra’s evolution is centered on enabling frontline associates with embedded intelligence — delivering AI capabilities directly into handheld devices and wearable tools used in-store. A core theme of the conversation is what Guiste calls increasing “technology density” — ensuring more associates have access to connected devices, task engines, communication platforms, and real-time data capture tools. Retailers that invest in frontline enablement see measurable productivity gains and improved employee retention. According to Zebra’s 18th Annual Global Shopper Study, nine out of ten associates feel more positive about employers who provide modern digital tools. The discussion explores major operational friction points, starting with inventory accuracy — one of retail’s most persistent blind spots. With industry-wide accuracy rates often hovering between 60–70%, omnichannel promises like buy online, pick up in store (BOPIS) become vulnerable. RFID adoption, fueled by lower tag costs and retailer mandates, is emerging as a transformative lever, enabling real-time inventory visibility and smarter checkout experiences. Self-checkout also comes under scrutiny. While consumer acceptance has grown significantly since 2019, execution gaps remain. Guiste outlines how the next phase will combine RFID and computer vision to reduce scanning errors, shrink loss, and move toward seamless self-checkout experiences. Returns management is another strategic priority. With return fraud estimated in the tens of billions annually, AI-powered computer vision tools can now assist associates in disposition decisions — determining whether items return to shelf, warehouse, or liquidation — all in real time. Looking ahead a decade, Guiste predicts fewer paper-based processes, disappearing physical receipts and credit cards, and wearable AI tools guiding associates dynamically through tasks — shifting retail from humans using machines to intelligent systems supporting human expertise. For retailers navigating AI adoption, omnichannel complexity, and workforce productivity challenges, this episode delivers clear, operationally grounded insight from one of retail technology’s leading strategists. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    28 min
  3. Tara Conway, Co-Founder of Commerce Rewired, on Retail AI, Workforce Evolution & Breaking Legacy Thinking

    FEB 20

    Tara Conway, Co-Founder of Commerce Rewired, on Retail AI, Workforce Evolution & Breaking Legacy Thinking

    In this episode of The Voice of Retail, Michael LeBlanc sits down with Tara Conway, retail strategist and co-founder of Commerce Rewired, for a wide-ranging discussion on AI in retail, digital transformation, customer experience innovation and leadership in an era of disruption. Tara’s retail career spans decades — from growing up in a family general store to senior leadership roles at Blacks Photography, Toys “R” Us Canada and The Source. She shares behind-the-scenes insights from launching Toys “R” Us Canada’s first e-commerce site — a testing ground for global digital strategy — and implementing early clienteling technology that connected store associates with online product data, fundamentally reshaping the omnichannel experience for new parents at Babies “R” Us. The conversation turns to artificial intelligence in retail. Tara identifies inventory optimization, assortment planning and data-driven merchandising as the most impactful AI use cases today. With thousands of SKUs across hundreds of stores, AI enables retailers to interpret complex patterns in seasonality, demand forecasting and aged inventory — decisions that humans alone struggle to process at scale. On the customer-facing side, Tara discusses the evolution of chatbots into intelligent AI assistants capable of handling low-touch service inquiries such as order tracking and product availability. Rather than replacing employees, she argues that AI should enhance workforce productivity by eliminating repetitive tasks and enabling leaders to focus on higher-value decision-making. The episode also explores the risks of retail media networks. Tara warns that retail media can quickly become a friction point if revenue generation outweighs customer experience. Success, she argues, depends on intent: using data and messaging to improve the shopper journey, not overwhelm it. Michael and Tara debate why smaller and mid-sized retailers often outpace large chains in digital agility. Without legacy systems and bureaucratic layers, emerging brands can implement rapid test-and-learn strategies that drive innovation visible to consumers. For larger retailers, shedding outdated processes and shortening decision cycles will be critical to remaining competitive. The episode closes with Tara introducing Commerce Rewired, a new media platform focused on bold debate, data-driven insights and candid conversations about the future of commerce. For retailers navigating AI adoption, workforce transformation, omnichannel strategy and digital innovation, this episode delivers both strategic clarity and practical perspective. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    32 min
  4. Closing the Adaptation Gap: Rachel J. Calhoun, Global Retail Leader at Kyndryl, on AI & Commerce Transformation

    FEB 13

    Closing the Adaptation Gap: Rachel J. Calhoun, Global Retail Leader at Kyndryl, on AI & Commerce Transformation

    Recorded live at the NRF Big Show in the Narvar podcast studio, Michael LeBlanc sits down with Rachel J. Calhoun, Global Leader, Retail, Consumer Goods & Travel at Kyndryl, for a fast-paced and insight-rich conversation on the future of retail technology, AI integration, and enterprise transformation. Rachel shares Kyndryl’s evolution since spinning off from IBM, moving beyond managed infrastructure into advisory, consulting, AI integration, and mission-critical systems modernization. With over 80,000 employees globally and deep roots in retail, airlines, and banking, Kyndryl is helping retailers close what Rachel calls the “adaptation gap” — the widening divide between consumer expectations and retailers’ ability to integrate emerging technologies into legacy systems. A central theme of the episode is the shift from project-based IT transformation to an always-on, agile operating model. Rachel explains that retailers can no longer treat digital modernization as a three-year refresh cycle. Instead, AI, data integration, and real-time systems must evolve continuously to drive customer experience, dynamic pricing, retail media growth, inventory optimization, and supply chain resilience. The conversation dives deep into AI’s real-world impact. While some economists question AI-driven productivity gains, Rachel points to measurable improvements: reduced stockouts, improved inventory visibility, faster commerce re-platforming, and agentic AI use cases moving from pilot to production. She emphasizes that the real unlock isn’t just technology — it’s organizational change management. Retailers must integrate people, process, and platform simultaneously to see ROI. Michael and Rachel also discuss RFID adoption, visual AI in grocery and loss prevention, 5G infrastructure constraints across store fleets, and the growing board-level urgency around AI investment prioritization. Rachel outlines Kyndryl’s “show versus tell” consulting model, where forward-deployed engineers demonstrate live code modernization and AI activation in real time, shifting commercial models toward shared-value, outcome-based engagements. The episode concludes with Rachel’s bold outlook on AI in retail. On a scale of 1–10, she ranks her optimism at a 9, citing firsthand evidence of agentic commerce, conversational commerce, and real-time system integration driving tangible business outcomes. For Canadian retailers navigating market disruption, store fleet transitions, and accelerating digital expectations, this episode offers both strategic clarity and operational guidance. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    20 min
  5. The Strategy Trap: Why Companies Fail At Execution and How To Get It Right with Retail Veteran and Author Kevin Ertell

    FEB 6

    The Strategy Trap: Why Companies Fail At Execution and How To Get It Right with Retail Veteran and Author Kevin Ertell

    Why do smart strategies fail so often? According to Kevin Ertell, the problem isn’t a lack of ideas—it’s execution. In this episode of The Voice of Retail, Michael LeBlanc sits down live in person at the NRF Big Show in New York in The Remarkable Retail Narvar podcasting studio with Kevin Ertell, founder of Mistere Advisory, veteran retail operator, and former Vice President of Global Retail at Nike. Kevin is also the author of the new book The Strategy Trap: Why Companies Fail at Execution and How to Get It Right, which draws on more than two decades of hands-on leadership experience across iconic retail brands including Tower Records, Borders, Sur La Table, and Nike. Kevin explains how organizations fall into the “strategy trap”—a tendency to over-invest in ideas, decks, and executive alignment while underestimating the human and organizational work required to execute effectively. He argues that strategy should be treated as the first step of execution, not as a theoretical exercise completed before real work begins. Using well-known retail case studies, including the failed transformation of JCPenney, Kevin illustrates how untested assumptions, poor internal alignment, and misunderstanding customer behavior can derail even bold strategies. Leaders often assume that communication equals understanding, when in reality teams fill in the gaps with their own interpretations—creating misalignment that only becomes visible once execution is underway. The conversation introduces Kevin’s practical “Six Cs of Execution” framework. The first phase—co-creation, clarity, and capacity—focuses on setting the stage by involving the right people, defining priorities, and making space for execution. The second phase—communication, coordination, and coaching—highlights the role of active leadership in sustaining momentum and course-correcting as conditions change. Kevin also shares actionable tools leaders can use immediately, including structured problem-definition sessions, force-ranking priorities, and creating safe environments where teams can challenge assumptions. He emphasizes that focus is a leadership discipline—and that trying to pursue too many initiatives at once almost guarantees failure. For retail leaders navigating AI disruption, economic volatility, and shifting consumer expectations, this episode offers a clear, operator-led blueprint for escaping the strategy trap and turning strategy into results. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    27 min
  6. AI, Circular Commerce, and Global Growth: Jim Okamura, Partner at McMillanDoolittle, live from NRF Big Show

    JAN 30

    AI, Circular Commerce, and Global Growth: Jim Okamura, Partner at McMillanDoolittle, live from NRF Big Show

    Recorded live from the Narvar podcasting studio at the NRF Big Show in New York, this 500th episode of The Voice of Retail features Michael LeBlanc in conversation with Jim Okamura, Partner at McMillanDoolittle and Co-Founder of the Global E-Commerce Leaders Forum (GELF). With nearly three decades of NRF attendance, Jim brings rare perspective on how retail has evolved—and why this year’s show feels like a turning point. The discussion opens with the shifting mood across the industry. After a year defined by uncertainty and stalled investment, Jim notes a renewed sense of confidence and proactive thinking among retailers. Despite geopolitical volatility and tariff risks, brands are beginning to move from defensive postures toward growth strategies grounded in technology, experience, and global expansion. From there, Michael and Jim explore what’s happening inside physical retail through store tour insights. They revisit standout experiences from Tecovas in New York, Patagonia’s re-commerce flagship in Chicago, and Fjällräven’s repair-driven store model—each illustrating how brands are using service, repair, and resale to create emotional loyalty and long-term customer value. Jim emphasizes that circular retail is no longer a niche or sustainability checkbox; it is becoming a core brand strategy, even in luxury. The conversation then shifts to AI, the dominant theme at NRF. Jim highlights how retailers are moving beyond pilot projects and into real operational use—especially in content creation, product imagery, associate tools, and internal data analysis. One recurring theme: simplification. AI’s greatest value, Jim argues, is its ability to reduce friction—whether for customers navigating e-commerce, or for store associates juggling dozens of disconnected systems. Michael and Jim also examine the organizational implications of AI. As automation replaces many entry-level tasks, they raise critical questions about talent development, culture, and “reverse mentoring.” Younger employees—native to prompts and digital tools—may become essential guides in shaping how retailers evolve. Finally, the conversation returns to global commerce. Through GELF, Jim (and Michael) works with brands navigating cross-border growth, tariffs, marketplace complexity, and brand integrity across regions. He believes 2026 will mark a return to global growth—driven by smarter governance, better data readiness, and peer-driven learning models. Jim’s closing advice is clear: retailers must invest now in AI governance, data infrastructure, and scalable use cases—or risk being left behind in a rapidly transforming industry. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    27 min
  7. Retail’s Next Frontier: NYC Tour of Stores Debrief + Agentic Commerce Perspective with Jayme Johnson, Partner and Industry, IBM Consulting Canada

    JAN 23

    Retail’s Next Frontier: NYC Tour of Stores Debrief + Agentic Commerce Perspective with Jayme Johnson, Partner and Industry, IBM Consulting Canada

    In this episode of The Voice of Retail, host Michael LeBlanc is joined by Jayme Johnson, Partner and Industry Leader, Consumer and Travel & Transportation Industries, IBM Consulting Canada, for a wide-ranging conversation that blends real-world store insights from New York City with a forward-looking discussion on AI, agentic commerce, and the future of customer experience. The episode begins with reflections on the Retail Council of Canada’s Manhattan store tour, where Jayme shares observations from some of the most innovative retail concepts in the world. Highlights include the immersive French department store Printemps, which Jayme describes as more “a destination than a store,” combining hospitality, curated boutique brands, and experiential design to encourage lingering and discovery. Jayme and Michael discuss how authenticity and courage in design choices can create powerful emotional connections with customers, regardless of store format. The conversation then moves through other notable stops, including Lacoste’s Fifth Avenue flagship, praised for reconnecting with its heritage through brand storytelling and disciplined merchandising, and The North Face, where massive digital walls create a cinematic sense of adventure. Jayme notes that while digital experiences are compelling, retailers could go even further by enabling customers to physically test products in simulated environments. At Carhartt, the focus shifts to people and culture, with Jayme emphasizing how energized store associates drive engagement and reinforce brand identity. Gymshark’s Noho location sparks discussion around digitally native brands translating online communities into physical spaces, including the use of 3D-printed mannequins modeled after real athletes. The tour concludes with Tecovas, where hospitality, sensory design, and niche positioning demonstrate how specialty retail can scale into something “sneaky big.” In the second segment of the episode, the discussion pivots to IBM’s latest research on agentic commerce. Jayme explains that while AI is already deeply embedded in product discovery and reviews, the next phase will see AI agents actively making purchasing decisions on behalf of consumers. In Canada alone, adoption of AI applications has increased by more than 80 percent in two years, signaling accelerating momentum. Jayme outlines what this means for retailers: AI agents must be treated like a new customer segment, requiring structured product data, personalization, and governance. Trust, transparency, and explainability become critical as brands compete not just for human attention, but for algorithmic preference. Ultimately, Jayme argues that retailers who intentionally design for both people and AI will be best positioned to win in an increasingly automated shopping landscape. IBM Research Insights: Own the agentic commerce experience Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    34 min
  8. Holiday Truths, AI Myths, and the Canadian Consumer — Caila Schwartz, Director of Consumer Insights & Strategy, Salesforce

    JAN 16

    Holiday Truths, AI Myths, and the Canadian Consumer — Caila Schwartz, Director of Consumer Insights & Strategy, Salesforce

    Live from NRF, The Voice of Retail welcomes Caila Schwartz, Director of Consumer Insights and Strategy at Salesforce, for a data-driven conversation on what truly shaped Holiday 2025—and what retailers must prepare for next. Salesforce sits at the center of global commerce, analyzing transactions from more than 1.5 billion consumers across digital and physical retail. That scale gives Caila a rare, real-time view into how shoppers actually behave, not just how they say they behave. In this episode, she shares clear, actionable insights into Black Friday, Cyber Monday, and the evolving dynamics of the holiday shopping season. One of the biggest surprises was Canada’s performance. Canadian e-commerce sales grew roughly 11 percent year over year, significantly outpacing the U.S. market. However, that growth was driven by value-seeking behaviour rather than higher prices. Canadian shoppers leaned heavily into promotions and buy-now-pay-later tools, while average selling prices declined—signaling ongoing cost sensitivity despite strong demand. Retailers responded by delivering deeper discounts, particularly late in the promotional cycle. Caila explains how Cyber Monday has evolved from an e-commerce invention into a powerful psychological deadline. Salesforce data shows the final hours of Cyber Monday generate some of the highest shopping activity of the entire season. Even more telling, retailers extended aggressive promotions into the Tuesday after Cyber Monday, reflecting a more flexible, demand-responsive pricing strategy amid macroeconomic uncertainty. The episode also explores the resurgence of buy-online-pick-up-in-store. In the final days before Christmas, more than a third of online orders were fulfilled through BOPIS, highlighting how tightly integrated digital and physical retail have become. Finally, the conversation turns to artificial intelligence and agentic commerce. Caila outlines why 2025 was largely about AI-driven efficiency, while 2026 will be defined by AI-led customer experience. Retailers that launched branded shopper agents saw materially stronger growth, reinforcing the importance of “owning the conversation” rather than relying solely on third-party platforms. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur.  He has been on the front lines of retail industry change for his entire career.  Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google.  He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax. Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer.  If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok. Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

    23 min
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Ratings & Reviews

5
out of 5
4 Ratings

About

The Voice of Retail is a weekly podcast hosted by retail pioneer, advisor and keynote speaker Michael LeBlanc and is produced in conjunction with Retail Council of Canada. Each and every week I interview the most interesting people in and around the retail industry, examining the key issues and strategies on the minds of thought leaders in Canada, the U.S. and around the world. © 2018-2026 M.E. LeBlanc & Company Inc. All Rights Reserved.

Information

  • Creator
    Michael LeBlanc
  • Years Active
    2018 - 2026
  • Episodes
    532
  • Rating
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