What's In The Box

BOXTEC
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The brand new podcast from BOXTEC. Join us as we invite guests from retail and hospitality to discuss the issues of the day, with one unique twist: uncut, unedited and each episode just twenty minutes long.

Episodes

  1. JAN 27

    Hands across the water with retail guru Steve Dennis

    What's In The Box

    22 min

  2. JAN 13

    Give Me A Good Pen And A Great App: Michael Errington's Retail Journey

    What's In The Box

    21 min

  3. 12/30/2025

    Making Moments Matter: A Retail Expert's Top Five, With Melissa Moore

    What makes retail truly magical? In this captivating episode, we turn the tables on retail advisor Melissa Moore, who previously joined us to discuss banishing retail buzzwords to Room 101 on her podcast The Retail Tea Break. This time, she shares the five elements of retail that fill her with genuine passion and excitement. Melissa brings decades of retail experience to the conversation, from her Saturday job at 16 to her current roles as a retail advisor, podcast host, and university lecturer. Her enthusiasm for nurturing future retail talent shines through as she discusses her work with apprenticeship programs, helping tomorrow's retail leaders blend practical experience with academic knowledge. The heart of our discussion reveals Melissa's retail loves: the people who make retail a vibrant, unpredictable industry; the theatrical elements that transform stores into stages for memorable experiences; the thrill of discovery when customers find exactly what they need; technology that genuinely enhances the shopping journey; and those special moments that create lasting emotional connections with customers. Each element intertwines to create the magic that keeps retail relevant and exciting in our digital age. We also explore how AI might become retail's helpful colleague rather than its replacement, freeing staff to focus on meaningful customer interactions. Melissa shares brilliant examples from retailers like IKEA, Fortnum & Mason, and Lush who excel at creating immersive, shareable experiences that drive loyalty and sales. The conversation wraps with a passionate plea for retailers to improve often-neglected touchpoints like fitting rooms and click-and-collect services—practical insights that demonstrate how attention to detail separates good retail experiences from truly great ones. Join us every two weeks for new episodes that explore retail innovation, technology, and the human connections that make shopping special. Follow the link in the description to learn more about BOXTEC and how we're powering retail with purpose.

    23 min

  4. 12/16/2025

    From Plongeur To John Lewis Executive. Yes, That’s A Career Path

    What's In The Box

    21 min

  5. 12/02/2025

    Beyond the Queue: Reimagining Service in Luxury Retail

    Luxury retail and self-checkout technology might seem like unlikely companions, but Harrods has proven this combination can dramatically enhance the customer experience. In this fascinating conversation with Paul Reid, Harrods' Senior Retail Systems Manager, we uncover how one of the world's most iconic department stores transformed its bustling Food Hall and Chocolate Hall through innovative self-service technology. When self-checkouts were first introduced at Harrods in 2018, there were understandable concerns about how they would align with the store's legendary customer service reputation. Yet customers embraced the technology immediately, setting the stage for a retail evolution that would culminate in what Paul describes as "self-checkout saving Christmas." The most dramatic improvement came from reimagining the entire customer flow – creating a single queue feeding both manned and self-service tills rather than separate lines, and adding additional self-checkout units. The results were remarkable: during peak Christmas periods, queues that previously took 15-20 minutes to clear now dispersed within "single-digit minutes." Today, the six self-checkout stations handle more transactions of higher value than the four manned tills. What makes this retail transformation particularly valuable is that it succeeded in one of retail's most challenging environments. Unlike traditional stores with defined entrance and exit points, Harrods' Food Hall features multiple entry ways, creating complex customer flow challenges. Their success suggests that with thoughtful implementation focusing on the entire customer journey – not just the technology itself – self-checkout can enhance virtually any retail environment from luxury to everyday shopping. Looking ahead, Harrods is exploring AI-powered innovations to further improve the experience while maintaining the premium service their customers expect. Retailers considering similar transformations would be wise to follow their lead in prioritizing customer flow rather than simply adding technology. Ready to learn more about innovative retail solutions? Follow the link in our show notes to discover how BoxTech is powering retail with purpose, from design and integration to ongoing support.

    17 min

  6. 11/18/2025

    From Florence and Fred to Tru-Size: Julia Reynolds' Journey to Solve Fashion's Fit Problem

    Finding clothes that actually fit is a universal struggle, but it's not your body that's the problem—it's the entire fashion industry. Julia Reynolds, the retail veteran who helped bring Florence and Fred to life at Tesco, has spent her career watching consumers struggle with ill-fitting clothes while retailers battle astronomical return rates and mounting sustainability challenges. After experiencing this frustration firsthand, Reynolds founded Rey House and its tech arm Tru-Size, harnessing the power of generative AI to revolutionize how clothes are designed and sized. The current fashion model expects consumers to fit into standardized clothing, but Reynolds flips this approach entirely: "We are trying to create clothes to fit people, not trying to find people to fit the clothes." The numbers are staggering—UK returns alone cost retailers £7 billion annually, with 93% due to improper sizing or fit. Through sophisticated body scanning technology capturing 20,000 measurement points, Reynolds' team discovered something remarkable: human bodies naturally cluster into seven distinct shape categories, and the mythical "hourglass figure" celebrated since the 1950s doesn't actually exist in their data. Even more fascinating is how modern habits like smartphone use have created "tech neck," physically altering how clothes need to fit our shoulders. Tru-Size's software integrates with existing design systems, allowing manufacturers to create garments specifically for real body shapes—not idealized forms. With three body shapes representing 64% of the population, retailers can dramatically reduce returns while consumers finally find clothes that fit their actual bodies. The implications for sustainability are equally profound, potentially eliminating thousands of tons of textile waste annually. Ready to experience clothes designed for your actual body? Follow Julia Reynolds' journey as she transforms fashion one accurately sized garment at a time.

    23 min

  7. 11/04/2025

    Cornwall Inspires: How Seasalt Transformed Local Heritage Into Retail Success

    The rugged Cornish coastline isn't just a picturesque holiday destination – it's the beating heart of one of Britain's most distinctive fashion brands. In this fascinating conversation with Seasalt's CIO Adam Cotgreave, we explore how a chance purchase of an Army surplus store in rainy Penzance transformed into a thriving retail business with 78 stores across the UK and an expanding global footprint. Adam shares the remarkable story of Seasalt's evolution from practical workwear roots to becoming a fashion-forward brand that authentically captures Cornwall's rich heritage. Twenty years ago, when sustainable fashion meant "beige, brown, drapey sacks," Seasalt pioneered colorful, creative designs using organic cotton – establishing themselves as innovators long before sustainability became an industry buzzword. We delve into the brand's strategic expansion across British market towns and their thoughtful approach to international growth. From their first US store opening in Falmouth, Massachusetts to partnerships with retail giants like Nordstrom and Bloomingdale's, Adam reveals how Seasalt maintains its authentic Cornish identity while adapting to different markets. The discussion also touches on Germany's strong affinity for the brand, where Northern European landscapes mirror Cornwall's natural beauty. Despite the challenges facing retail – from Brexit uncertainties to pandemic disruptions and economic pressures – Seasalt continues to thrive by focusing relentlessly on customer experience and staying true to its core values. As Adam puts it, successful modern retailers need "absolute relentlessness" and the ability to adapt continuously without compromising what they stand for. Join us for this insightful conversation about authentic brand building, sustainable fashion, and navigating the ever-changing retail landscape with purpose and resilience. Whether you're a retail professional, fashion enthusiast, or simply curious about how local heritage can inspire global success, this episode offers valuable lessons from Sea Salt's remarkable journey.

    20 min

  8. 10/21/2025

    The Andy Gomarsall Story: World Cup Winner Turned Sustainability Advocate

    Ever wondered what connects a Rugby World Cup champion with cutting-edge sustainability? Andy Gomarsall MBE takes us on a fascinating journey from elite rugby to pioneering the circular economy revolution. The conversation begins with Andy's unique perspective on professionalism, having signed his first professional rugby contract in 1996 after years of the sport operating on an amateur basis. He shares remarkable insights into how Sir Clive Woodward's meticulous approach transformed England's rugby culture—from changing into fresh kit at half-time to psychological tactics like painting visiting team rooms in depressing colours. These seemingly small details created the winning edge that culminated in that unforgettable 2003 World Cup victory. But the most compelling part of Andy's story is how seamlessly these elite sports principles translate to business success. Now serving as Executive Director at n2s Limited, he's tackling one of our era's greatest challenges—electronic waste and resource scarcity. His company is pioneering "urban mining" techniques that recover precious metals from outdated technology infrastructure, creating a circular model that reduces environmental impact while generating economic value. Working with major telecommunications providers like BT, they're processing thousands of tons of equipment from decommissioned networks, turning potential waste into valuable resources. The parallel between sports excellence and business innovation becomes crystal clear as Andy explains how culture forms the foundation of high performance in both arenas. "If you see successful businesses, I can pretty much guarantee their culture is phenomenal," he notes. His perspective on generational differences in sustainability awareness offers both urgency and hope—while lamenting the "lack of speed to change" compared to sports, he's optimistic about younger generations who instinctively understand circular principles. Ready to discover how championship mindsets create business transformation? Listen now and gain invaluable insights from someone who's excelled at the highest levels in two completely different fields.

    22 min

  9. 10/07/2025

    Retail Design Revolution: 40 Years Shaping the High Street With David Dalziel

    What does it take to design retail spaces that captivate customers, build brand loyalty, and withstand the test of time? David Dalziel, the visionary behind some of the most recognizable store designs on the high street, reveals the fascinating journey behind four decades of retail innovation. From humble beginnings designing pubs in 1983 (while being paid in cash that he kept on his mantelpiece), David and his partner John Pow built a design powerhouse that would transform retail environments worldwide. Their big break came with River Island (then Chelsea Girl), leading to a remarkable 25-year partnership. "We spent five hours together every Wednesday for 25 years," David recalls, highlighting how these deep client relationships—not just individual projects—defined his career success. The conversation takes us through David's extensive work with Primark, following their expansion from a single UK store to international locations like Madrid's stunning Gran Via flagship. He offers candid insights about the current retail landscape, arguing that physical stores remain crucial for building customer loyalty: "The web is a fulfillment tool, but I don't think it recruits fans as much as the space can." This philosophy underpinned the award-winning EE Studio at Westfield White City, which reimagined telecommunications retail by creating an open, welcoming environment where customers could simply wander in, enjoy free coffee, and engage with the brand without pressure—boosting footfall by 400%. Now pursuing his artistic "Life After Work" venture in Primrose Hill, David has returned to his roots in furniture design while creating artwork free from client constraints. His custom pieces, made in collaboration with a Welsh craftsman, allow him to express his creativity while maintaining connections to his extensive network in the retail world. Whether you're a retail professional, design enthusiast, or simply curious about how our shopping environments are created, this episode offers rare insights from a master who has shaped how we experience brands in the physical world. Follow David's current work at portfolio-n8.com or on Instagram.

    23 min

  10. 09/23/2025

    Technology with Purpose: How EE is Transforming the Telco Experience

    What happens when you take a pharmacy leader with an OBE and put him in charge of reimagining retail in the telco industry? Pure innovation. Asif Aziz, Retail Director at EE, brings a refreshingly human-centered approach to retail. Drawing from his early days as a market trader and his 27-year career at Boots, Aziz shares his philosophy that "care and commerciality are two sides of the same coin" – deliver exceptional customer experiences and business success naturally follows. The conversation takes us inside EE's groundbreaking Studio store at Westfield White City – a 4,000 square foot space that's anything but a traditional phone shop. This award-winning retail concept features room sets and experience zones that have been carefully curated to demonstrate how cutting-edge technology and connectivity are enhancing everyday life – allowing customers to get a taste of future living. Beyond building first-in-class retail experiences, EE is also tackling meaningful societal challenges through initiatives like its "Safer SIMs" programme, which helps parents navigate children's technology use with age-appropriate plans and expert guidance. This reflects Aziz's belief that technology companies have a responsibility to help customers through increasingly complex digital landscapes – a perspective gained during his experience leading Boots' COVID testing response when he witnessed firsthand how tech barriers prevented people from accessing essential services. The results speak volumes: 47 EE Experience Stores nationwide with double-digit increases in footfall wherever these new stores open. In an era when many question the relevance of physical retail, Aziz demonstrates that stores thrive when reimagined as destinations for education, exploration, and genuine human connection. Ready to experience the future of retail? Visit an EE Experience Store and discover how technology stores can be enjoyable, meaningful, and surprisingly human.

    24 min

  11. 09/09/2025

    Fiona Lambert: Reinvention at 60 - From Fashion Executive to Dating Expert

    What happens when a fashion industry veteran finds herself single and sixty? Fiona Lambert's transformative journey from retail executive to author and social media sensation reveals the unexpected joys of midlife reinvention. After decades shaping beloved British fashion brands including Next, George at Asda, and Jaeger at M&S, Lambert found herself facing redundancy just months before her 60th birthday. Rather than seeing this as an ending, she recognized a rare opportunity to redefine herself. "It was an incredible window of opportunity," she shares, "a full-blown French window!" This pivotal moment, coupled with the amicable end of her 31-year marriage, launched her into uncharted territory – from fitness transformation to navigating dating apps for the first time since her twenties. Lambert's approach to this new chapter embodies her personal philosophy: "Never too late, never too old." When her fitness journey photos appeared in The Times, the overwhelming response revealed a hunger for positive representations of vitality in later life. This led to her first book, "Invincible Not Invisible," followed by "S.A.S. Sixty and Single: Your Survival Guide To Dating," a dating guide born from her own adventures and misadventures – including an encounter with what the Daily Mail dubbed a "Tinder Swindler." With candour and humour, she shares how she's transferred skills from her retail career, such as understanding customer psychology, creative thinking, and brand building, to create content that resonates with audiences navigating similar life transitions. What's most striking about Lambert's story is her willingness to embrace vulnerability while developing resilience against criticism. "The Power of No, the Joy of Yes" might be her next book title, she suggests – saying no to limitations and yes to unfamiliar opportunities has opened doors to television appearances, social media influence, and climbing Kilimanjaro. Her journey reminds us that reinvention has no age limit, and that our second acts might prove even more fulfilling than our first.

    22 min
  • 11 Episodes

About

The brand new podcast from BOXTEC. Join us as we invite guests from retail and hospitality to discuss the issues of the day, with one unique twist: uncut, unedited and each episode just twenty minutes long.

Information

  • Creator
    BOXTEC
  • Years Active
    2025 - 2026
  • Episodes
    11
  • Rating
    Clean
  • Copyright
    © 2026 What's In The Box
  • Show Website
    What's In The Box