Michael Hinshaw is the founder and president of customer experience consultancy McorpCX and has been recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive and How to Be One of Them. He has been published and quoted in dozens of publications, ranging from Harvard Business Review and Fast Company to American Executive, Forbes, and Time. His new book, Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, co-authored with Diane Magers has just been released. A Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business, he has consulted for and advised executives at companies such as Intel, Microsoft, Biogen, Roche, Best Buy, and Lululemon.

Robert Grimmett is a visionary creative leader with over 20 years of experience shaping the retail landscape. Renowned for his work with iconic global brands, he's an award-winning entrepreneur and designer. As a thought leader, Robert frequently shares insights at industry conferences and in publications. At the intersection of innovation and insight, Robert is not merely a designer; he's a curator of retail adventures. His knack for anticipating the next big trend transforms the act of shopping into a captivating narrative, where each purchase tells a unique story. In the ever-evolving retail landscape, Robert stands as the architect of tomorrow's consumer experience. He operated his namesake brand, Robert Mason Co; an omni-channel retail, private label brand and purveyor of fashion-focused work gear and supplies. His own brand had a motto of 'work hard and be nice' that resonates with him today as much as it did then! A former marathon enthusiast turned cycling aficionado, he balances the demands of an active lifestyle with a commitment to community. Serving on The J&J Foundation board and volunteering for The Trevor Project, Robert's impact extends beyond retail, showcasing a dedication to social causes that resonates as deeply as his innovative designs.

Jon Nordmark is co-founder and CEO of Iterate.ai launched in 2013. With an $82,000 marketing budget and no salespeople, Iterate's revenues grew profitably by 543% to more than $10 million over the past five years, landing it on Delloite's 2021 Fast 500 list. 85% of Iterate's 102-person team is technical, and 15% hold PhDs or MS degrees in AI. While Iterate provides strategic advisory services related to AI and generative AI, 90% of Iterate's revenue comes from its patented low-code AI software platform, Interplay. A wide range of companies in North America, Europe, and Asia use Interplay to build and operate powerful AI applications: from retailers like Ulta Beauty, Pampered Chef, and Circle K ... to Entertainment and Media companies ... to banks and insurance companies. Before Iterate, Jon was the founder and CEO of eBags.com, a digital-first pioneer of product ratings and reviews, drop-ship, negative cash conversion rates, and A/B split testing. Samsonite acquired the Company after eBags sold 27 million bags, producing $1.65 billion in revenue. Jon's recognition includes being Ernst & Young's Entrepreneur of the Year for the Rocky Mountain Region, earning a Lifetime Achievement Award from the Colorado Technology Association, and being recognized as LinkedIn's Top Voice for the 20+ thought-leadership articles he wrote about emerging technologies.

Renee is the Co-Author of best-selling book Next Generation Retail: How to Use Technology to Innovate for the Future which takes a deep dive into the technologies impacting retail and e-commerce today, including AI, retail media, social commerce, Web3, sustainability, supply chain, loyalty and more. Renee is based in Portugal and is an Advisor to start-ups in the consumer, retail & technology sectors. She also conducts executive education and training for brands and retailers seeking to infuse a culture of innovation throughout the organization. Renee has worked as a brand owner, retail operator, and branding and market entry strategist for the last 25 years. Renee was previously COO of the Shanghai-based streetwear brand, Eno, which was named one of the ten Most Innovative Companies by Fast Company. She was a Director at Ogilvy & Mather, and was an equity research associate at Putnam Investments covering the consumer and retail sector. Renee holds a BBA from Emory University’s Goizueta School of Business, and an MBA from Duke University’s Fuqua School of Business. She holds the Chartered Financial Analyst designation, and was named one of CNN’s “Top 20 People to Watch in Shanghai” in 2010. Renee serves on the Asia Pacific Board of Advisors for Duke University, is a board member of the Dual Immersion Foundation and a Member of the Virtual Advisory Board. See more about Renee at www.renee-hartmann.com.

CEO and Founder Nolan Wheeler comes from retail loss prevention and store operations with hypermarket, grocery, big box, electronics, and more. Fatigued with the lack of solutions for FLW (frontline worker) and store operations, having watched 25 years of solutions being provided for online shopper, all-while developing few in-store technologies and further creating more friction (locking showcases, display-only, out of stocks), SYNQ went on a mission to respect the customer's time, increase "customer productivity" while making the FLW day more enjoyable and productive.

Robert M. Schindler is Professor of Marketing at Rutgers University in Camden, New Jersey. He has researched consumer perception, attitude, and motivation. His papers have appeared in publications such as the Journal of Consumer Research, Journal of Marketing Research, Journal of Retailing, Journal of Advertising, and Journal of Consumer Psychology. A focus of his interest has been pricing-related topics, such as the effects of 9-ending prices and price promotions, and he has written the textbook Pricing Strategies: Harvesting Product Value, 2nd edition (Sage Publications, 2023). He has been ranked among the most published researchers in the area of pricing and has received the Lifetime Achievement Award from the Fordham University Pricing Center. Professor Schindler received a B.A. in biochemistry and psychology from the University of Pennsylvania and an M.S. and Ph.D. in cognitive psychology from the University of Massachusetts. He has been teaching courses in marketing, consumer behavior, and pricing at Rutgers-Camden since 1989. He is a recipient of the Chancellor’s Award for Teaching Excellence and the Rutgers University Scholar-Teacher Award.

Christine Miles is the founder and CEO of EQuipt, an award- winning author, professional keynote speaker, consultant, executive coach, thought leader, entrepreneur, and world- renowned expert in the field of listening differently.

In essence store management is trying to solve the problem of increasing the dignity of working in a physical store. Instead of taking steps to distance customers from employees, Sparkplug helps retailers reward employees for doing the job of making more sales - not just moving merchandise or shipping orders.

Colleen Wilson is a retail executive with over two decades of management experience and an established record for driving strategies to increase customer engagement and drive operational and service excellence. In her current role as SVP of Retail and Wholesale at Kendra Scott, Colleen leads the development and implementation of all strategies across the brand’s retail and wholesale businesses. Prior to joining Kendra Scott, Colleen spent nearly 11 years in various retail management roles at Anthropologie, rising to Regional Director of their Western region where she was awarded the DIG Award (Design, Inspire, Grow) for thought leadership in talent management. She also held multiple retail positions for L Brands (Bath & Body Works, White Barn), where she was a four-time Presidents Club awardee for scaling growth and training teams in sales best practices and product knowledge. Colleen developed her passion for retail at a young age, working for a local jewelry store at age 16. She holds a Bachelor of Business Administration degree from Illinois State University. She resides in Denver, Colorado with her husband and daughter.

So many retailers buy what they like instead of buying what they need. Discover the four questions to ask yourself before purchasing anything as well as tips for how to get rid of slow moving merchandise and how buying has changed since the pandemic.

Dr. Janel Anderson is the founder of Working Conversations and a voracious researcher, author, and podcaster. During her conversation with Bob, Dr. Anderson shared insights about her experience of re-engineering dishes from her favorite restaurant. She stated that it was a trial and error process, and getting it right usually takes a few attempts. Dr. Anderson also discussed the labor shortage, and she suggested that it's been sneaking up on us prior to the pandemic. She emphasized that the pandemic has caused the great resignation and reshuffle, and we've also got long Covid-19 in the mix. Dr. Anderson's key insight is to help organizations not be so surprised by these trends and to be prepared for them.

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author of eight books and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Summary of Key Points:

1. Importance of Being Helpful: Being helpful goes beyond being friendly. It's about understanding the customer's needs and providing the best solution, even if it means suggesting a cheaper product.
2. Return on Investment in Training: Training is not a cost but an investment. It has a payback and ROI that can lead to better customer satisfaction and sales growth.
3. Proactive Follow-up: Keeping customers informed and in control of their situation is vital. Proactive follow-up builds trust and loyalty even when there's a problem.
4. Generational Differences: Different generations have varying expectations and tolerances for service quality. Understanding these differences is key to delivering the right experience.
5. Integration of Technology: The merging of technology with human-to-human experiences is enhancing the customer experience. Tools like AI and augmented reality are becoming more accessible and can personalize the shopping experience.
6. Creating Repeat Customers: The goal is to create an experience that makes customers say, "I'll be back." This requires understanding what success looks like and training staff to achieve it.

Dr. Kimberly McGlonn is an advocate for justice & environmentalism, an advocacy that informs her approach to leadership in the fashion industry. As Founder & CEO of the manufacturing start-up Grant Blvd®, she oversees the brand's creative direction and growth strategy. Grant Blvd’s mission is to construct stylish, sustainably sourced fashion by creating living wage jobs for women, particularly those who are formerly incarcerated. Founded in 2017, Grant Blvd is the first Black-owned B Corp in North America in the fashion space. Outside of these roles, Kimberly disrupts via her second company, the thrift/vintage concept Blk Ivy, which tells the story of fashion as activism through a curation of garments that amplify the style of 1954-1972, her podcast “The School for Disrupters”, and her role as a faculty member of Drexel University’s Westphal College of Media Arts & Design.

Her work has been featured by Fast Company, Inc Magazine, WWD, and has been funded by Beyonce’s BeyGood Foundation. In 2022 she was a recipient of the Visa’s “She’s Next in Fashion Award” and was honored with the Black Enterprise “Business Disruptor of the Year” award.

Nate Woodbury is a popular YouTuber who creates videos about entrepreneurship and digital marketing. He started his channel in 2016 and has since amassed a large following of over 300,000 subscribers. Nate's videos are informative and easy to understand, making them perfect for beginners who are interested in starting their own businesses. In this episode, he shares tips and tricks for growing an online presence and building a successful brand . Nate is known for his friendly personality and approachable style, which has helped him connect with his audience and earn their trust.

From ten years old Clint Pulver knew he had been given a moment. He shares that revelation and how it has informed everything he has done as a speaker, motivator, and performer. Having performed over 1100 undercover interviews with employees in all walks of life, he has culled his learning in to speeches, training, and music. Clint shares the four types of managers - and which is best as well as how to create moments that stick with employees and teams.

We need products that make an impact on us and the world we live in. But how to understand a roadmap for changing your brand? Tiffany’s has done a great job of moving out of the “Breakfast at Tiffanys” lore of Audrey Hepburn who fewer and fewer customers even know about. Brand strategy and advertising has changed whereby marketing professionals, brand strategists, can no longer dictate the brand to the audience, but must be willing to co-create with the audience or else the brand might get canceled. We’ll discuss all of this and more on this episode.

Deanna Wallin, a former nurse turned skincare pioneer, founded Naples Soap Company out of her passion for assisting individuals suffering from chronic skin issues such as eczema and psoriasis. A Southwest Florida native, Wallin earned her Bachelor’s Degree in Psychology from Barry University. She returned home to earn her LPN certification from Lorenzo Walker Technical College and worked in the healthcare industry in Southwest Florida for 15 years. Following the recession of 2007-08, she was looking to make a career change and was inspired to share her journey to find relief from her own painful, chronic skin conditions. In 2009, she opened a small 300 square foot retail store in Tin City where she sold skin care items including natural soaps and body butters. Today, Naples Soap Company operates 9 stores (soon to be 13) across the state of Florida, offers products nationwide direct to the consumer through a robust e-commerce site (naplessoap.com), and sells products wholesale to retailers including Dillards and the Woodhouse Day Spa. In 2021, Deanna took the company public. Naples Soap Company stock is traded on the OTC markets under the symbol NASO. As CEO, Deanna provides strategic direction for the company while overseeing company operations, product development, merchandising, buying, marketing, investor relations, and talent development.

Naomi Wheeless is the Global Head of Customer Success at Square, a company whose mission is to enable economic empowerment for all. In this position, she leads a team of nearly two thousand associates in 10 countries, each focused on creating stellar customer experiences by marrying technological solutions and fantastic human delivered support. Throughout her career, Naomi has become a highly regarded leader with exceptionally strong operational skills, having built globally adopted businesses, leading both established and emerging companies through mission-critical market launches, mergers, and acquisitions. She also excels at establishing senior-level alliances, leading high-value negotiations, and running businesses with operational, fiscal, risk, and regulatory rigor. Naomi has a proven track record in driving revenue, and helping organizations master their digital transformation journeys. She thoroughly enjoys developing & mentoring other leaders and consistently improving production results. Building upon previous senior-level management roles at companies such as Capital One, TMX Finance & Servicemaster, she continues to implement her operational and people development skills to execute on company goals and initiatives.

Dan Hodges is the CEO of Consumers in Motion (CIM Tours) that provides a service which assesses your company’s place in today’s marketplace. We identify opportunities for innovation, performance improvement and revenue growth. Retail Store Tours ( A CIM Company) offers customized, highly time-efficient programs that provide real-time marketplace intelligence and insights as part of a shared experience. Its programs rely on the Intelligent Engagement Index (IEI), a metric pioneered by parent company Consumers in Motion. Developed using extensive field research, the IEI assesses a company’s standing in the marketplace, focusing on the factors that most directly influence retail sales.

Matt Lafone is the president and general manager of The Athlete's Foot (TAF) North, South and Central America. Lafone joined The Athlete’s Foot with strong experience across branding, retail, merchandising, marketing and franchising. The Athlete’s Foot launched StAART, the Strategic African American Retail Track, in 2020 as an initiative to grow diversity and representation in the sneaker industry through franchising. The Athlete's Foot has 564 stores and e-commerce shops across 32 countries which generated sales of USD 400 million in 2020.