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Customer aggression is an issue no retailer wants to face, yet it's becoming an increasing challenge across the industry. From verbal abuse to physical threats, frontline staff are dealing with alarming incidents that impact their safety and wellbeing.
Joining us on Retail Therapy is Alex Staley, Chief Corporate Affairs and Sustainability Officer at Kmart. With extensive experience in retail leadership at Officeworks, IKEA, Mitre10, and Kmart, Alex has been at the forefront of addressing customer aggression and implementing staff safety measures.
This episode explores:
The rise of customer aggression—what’s driving this concerning trend?The emotional toll on retail workers and how businesses can support themPractical safety measures—from Duress alarms to body camerasHow small businesses can protect staff, even with limited resourcesThe role of law enforcement and government campaigns in tackling this issueWith firsthand insights from one of retail’s leading voices, this conversation is a must-listen for anyone invested in creating safer retail environments.
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Tune in to this insightful episode of Retail Therapy as Andy White, CEO of AusPayNet, discusses the growing challenge of online fraud and digital scams.
With over 25 years of international experience, Andy dives deep into the state of retail crime in the digital realm, sharing valuable insights on how retailers, from large to small, can protect themselves from phishing, card fraud, and email compromise.
Key topics covered:
How Australian retailers are being targetedPractical advice to safeguard against fraudAusPayNet’s efforts in tackling phone spoofing and digital crimeFuture trends in online fraudWhether you're a retailer or consumer, this episode is packed with valuable advice to help you navigate the digital landscape more safely.
Listen now to hear Andy's expert insights.
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Saknas det avsnitt?
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Retail crime is on the rise, impacting businesses, employees, and communities—but what can be done to combat it?
Joining the conversation is Helen Dickinson, CEO of the British Retail Consortium, who has been at the forefront of advocating for safer retail environments. With a deep understanding of policy, regulation, and industry challenges, Helen is working to address the growing crisis of retail crime in the UK.
In this episode, Helen shares insights into:
The alarming rise in retail violence and theft across the UKThe financial and emotional toll on businesses and employeesWhat’s driving the increase in retail crimeEffective strategies and technologies to combat crimeHow retailers and authorities can collaborate for better protectionThe push for stronger retail protection laws in the UKWhether global collaboration is the key to tackling retail crimeA must-listen for retailers, policymakers, and anyone invested in safer shopping environments.
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Supply chains keep Australia moving - but how can businesses navigate ongoing disruptions and prepare for the future?
Joining us today is Dr Hermione Parsons, CEO & Managing Director of the Australian Logistics Council, an expert in end-to-end supply chain strategy, multimodal logistics, and industry-government collaboration. With over 25 years of experience, she has played a key role in shaping supply chain policy and efficiency across multiple sectors.
In this episode, Dr Parsons shares insights into:
The biggest supply chain challenges facing Australia todayHow Australia’s geography influences our logistics strategiesThe impact of global events on supply chainsHow e-commerce is reshaping supply chain managementLessons learned from the pandemic to improve supply chain resilienceThe role of AI and technology in optimising logisticsA must-listen for retailers, logistics professionals, and business leaders looking to stay ahead in a rapidly changing world.
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Mental health is more important than ever - so how can businesses support their employees and create a healthier workplace?
Joining us today is Georgie Harman, CEO of Beyond Blue, one of Australia’s leading voices in mental health advocacy. Under her leadership, Beyond Blue has expanded its services in suicide prevention, digital mental health support, and workplace wellbeing.
In this episode, Georgie shares insights into:🔹 The biggest mental health challenges facing Australians today🔹 The evolving role of Beyond Blue in mental health advocacy🔹 How financial stress is impacting workers more than COVID-19🔹 The role of retailers in supporting employee mental health🔹 The impact of technology and remote work on mental wellbeing🔹 Practical advice for small businesses to prioritise mental health
A must-listen for business leaders, retailers, and anyone looking to build a more supportive workplace.
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Retail crime is on the rise, but what can be done to stop it? In this episode of the Retail Therapy Podcast, we hear from Peter Price AM, CEO of Crime Stoppers, about the latest crime trends and strategies for prevention.
With decades of experience in crime prevention, including working with INTERPOL and the White House on cybersecurity, Peter shares his insights on tackling theft, fraud, and youth crime in retail. He also discusses how retailers can keep their staff and businesses safe.
Key insights from the episode include:
The biggest challenges in retail crime todayEmerging crime trends that retailers need to watchHow Crime Stoppers and the ARA are working together to combat crimeBest practices for preventing theft and protecting staffWhat needs to be done to curb youth crime in retailRetail crime affects everyone, but knowledge is power. Tune in to gain expert advice on crime prevention strategies that work.
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Joining us today on Retail Therapy is Ian Bailey, Managing Director of the Kmart Group. Ian has been leading Kmart, Target, and Catch since 2018, driving innovation and growth across these iconic Australian brands.
In this episode, Ian shares insights into:
The evolving Australian customer – what they want and how retail is adaptingKmart’s transformation – from a traditional discount retailer to a modern, innovative brandCustomer loyalty & brand trust – what keeps shoppers coming backThe future of physical retail – why in-store experiences still mattereCommerce strategies – how retailers can maximise online opportunitiesDon’t miss this deep dive into retail leadership, transformation, and growth with one of the industry’s top executives.
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Artificial Intelligence is transforming the retail landscape, but how can businesses truly harness its potential? In this episode of the Retail Therapy Podcast we speak with Dr Kellie Nuttall, Deloitte’s Strategy and Business Design Leader - and a passionate AI advocate.
With a background in consumer decision-making and years of experience helping businesses embrace AI, Kellie shares insights on how AI can streamline operations, enhance customer experiences, and drive growth. She also discusses AI’s accessibility for smaller retailers and the need for greater diversity in the sector.
Key insights from the episode include:
How AI is reshaping Australian retail and business strategyThe biggest advancements in AI and what they mean for retailersHow businesses—big and small—can leverage AI for efficiency and growthThe importance of encouraging more women into AI-driven careersA glimpse into how AI will shape the future of retail over the next decadeWhether you’re excited about AI or still skeptical, Kellie’s expert insights will help you understand how to embrace this game-changing technology.
Tune in now for a fascinating discussion on AI’s role in retail and beyond.
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As we kick off Series 8 of the Retail Therapy Podcast, we’re diving deep into one of the most critical topics facing the retail sector today: Retail Resilience.
In our first episode, host Fleur Brown, ARA Chief Industry Affairs Officer, is joined by Chris Richardson, one of Australia’s leading economists, to explore how retailers can weather ongoing economic shocks and emerge stronger than ever.
Retailers have faced numerous challenges in recent years, from pandemic disruptions to supply chain issues and rising retail crime. Chris provides a comprehensive look at the current economic environment and offers insights on how businesses can build resilience in such turbulent times.
Key highlights from the episode include:
How the Australian retail sector is adapting to economic shocksThe importance of innovation and technology for future growth What economic factors will impact sales growth in 2025 How government support can drive retail recoveryChris’s expert insights will help you better understand the economic forces shaping retail and provide actionable advice on how to prepare for the future.
Tune in now to the first episode of Retail Therapy Series 8 and learn how to strengthen your business for the challenges ahead.
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In this special episode, we're bringing you the highlights from the recent ARA Peak Season Insights Breakfast, where retail’s top leaders shared their expert perspectives on this year's holiday season! Listen in as our panel of retail thought leaders shares their expertise, featuring: Laura Demasi, Head of Retail Research at Roy MorganCraig Woolford, Senior Analyst at MST MarqueeJo Jericho, Strategy Director at Monitor DeloitteKevin Azzopardi, Director of Partner Marketing ANZ at AfterpayHosted by ARA CEO Paul Zahra, the discussion covered exclusive insights into retail trends, consumer behavior, and predictions for the 2024 peak season. Tune in now to get ahead of the game this holiday season.
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In this special episode of Retail Therapy, we’re diving into the heart of peak season preparations with two expert voices in retail and technology. Fleur Brown, Chief Industry Affairs Officer at the Australian Retailers Association, is joined by Kate Box, Director of Retail ANZ at Meta, to explore how retailers can leverage cutting-edge technology and insights to thrive during the 2024 holiday season.
Tune in to hear about:
Key findings from Meta’s 2024 Holiday Insights GuideHow AI is reshaping retail and boosting conversionsStrategies for winning Black Friday, Cyber Monday, and late-season shoppersUsing AI for impactful, short-form holiday contentPractical tips for retailers starting their AI journeyAccess Meta's Holiday Insights report here.
INDUSTRY REPORTS MENTIONED
McKinsey Zero Customer Report
https://www.mckinsey.com/featured-insights/future-of-asia/videos/the-emergence-of-the-zero-consumer
Bain Technology Report 2024
https://www.bain.com/insights/topics/technology-report/
LINKS FOR PRACTICAL GUIDANCE MENTIONED
Advantage Suite – AI driven Advertising
https://www.facebook.com/business/ads/meta-advantage
Creative Best Practice
https://www.facebook.com/business/news/insights/how-ai-will-elevate-the-future-of-creativity
CASE STUDIES REFERENCED
https://www.facebook.com/business/success/the-coca-cola-company-middle-east
Coke - 6 point recall - 19 point recall with Gen Z
https://www.facebook.com/business/success/2-asics
Asics - 5-8 point lift in awareness / brand with partnership ads
https://www.facebook.com/business/success/fendi-middle-east
Fendi & Loro Piana - 65% lower cost per purchase using Advantage Plus Shopping
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In this episode of Retail Therapy, ARA CEO Paul Zahra sits down with Gary Starr, Executive General Manager, Parcel, Post & eCommerce Services at Australia Post, to explore how the iconic postal service is preparing for the busiest time of the year - peak season! From delivering gifts across the globe to ensuring smooth customer experiences, Gary shares exclusive insights on Australia Post’s operations, including how they manage increased parcel volumes, hire additional staff and stay innovative with new shipping solutions.
Tune in to hear about:
How Australia Post delivers millions of parcels during peak seasonThe role of seasonal workers and how they support the holiday rushInnovations and strategies to streamline the shipping processTips for retailers to ensure a top-notch delivery experience for their customersThe impact of cost-of-living pressures on holiday shippingCustomer trends and predictions for online shopping this yearAccess Australia Post's Peak Playbook here: https://auspost.com.au/business/ecommerce/peak-preparation
To learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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In this special peak season episode of Retail Therapy, Paul Zahra is joined by Craig Woolford, Senior Retail Analyst in the Consumer Sector at MST Marquee. Together, they explore what’s in store for retailers and consumers during the busiest time of the year—Black Friday, Cyber Monday and Christmas shopping.
The conversation covers the challenges retailers face with rising costs and supply chain pressures, as well as consumer behaviour shifts amid the ongoing cost-of-living crunch. Craig shares valuable insights on category performance, peak season trends and what retailers can expect for Boxing Day sales.
Key topics discussed:
A recap of the retail industry's performance in 2024Key trends and challenges leading into Christmas tradingInsights into changing shopper behaviour and category performancePredictions for Black Friday and Cyber Monday salesThe impact of supply chain issues on retailers this holiday seasonStrategies retailers can use to manage costs and team hiring ahead of the Christmas rushTo learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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In this special Peak Season episode of Retail Therapy, we are joined by Laura Demasi, Head of Retail Research and Social and Consumer Trends at Roy Morgan. With over 15 years of experience in senior leadership roles at top social and consumer research firms, Laura is a data-driven storyteller and trend tracker. She works closely with the ARA to provide retailers with essential insights into market trends and shifting consumer behaviours.
In this episode, Laura shares key findings from Roy Morgan's research on what retailers can expect during this year's peak season. From Black Friday to Christmas, Laura explains how shoppers are adapting their habits amidst the cost-of-living crisis and how retailers can leverage these insights to stay ahead. Tune in to hear a deep dive into the numbers, trends, and strategies for capitalising on this critical period in retail.
Episode highlights:
What to expect from the 2024 peak season in terms of consumer spendingThe impact of the cost-of-living crisis on holiday shoppingTrends around Black Friday/Cyber Monday salesThe rise of experiential gifts over household goodsHow retailers can make the most of these insights to drive success during peak seasonTune in for more: Catch Laura Demasi live at the ARA’s Peak Season Insights Breakfast in October, where she will be diving deeper into market trends for the upcoming holiday season. Grab a ticket here.
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Joining us on Retail Therapy is Sean McDonell, Director of Customers and Government for Google Melbourne. Sean has been with Google for over eleven years, holding various positions across the business. Most recently, he served as Industry Head, leading Google's Melbourne partnerships across automotive, retail, CPG, and media sectors.
In this episode, Sean shares insights into leadership, business development and the role of technology in the evolving retail landscape.
Discussion topics:
Sean’s career journey and how he transitioned into Google and the technology sectorThe role of mentorship versus self-learning in Sean’s professional developmentKey observations about the Australian retail landscape based on Sean's experience at GoogleChallenges that retailers and leaders face in today’s increasingly digital environmentThe future role of technology in retail and the essential skills for retail leaders in the digital ageAdvice for aspiring retail leaders navigating the digital transformationSean McDonell provides a comprehensive view of Google’s role in retail and the technological shifts shaping the future of the industry. His experience offers valuable insights for retailers and leaders looking to thrive in an evolving digital world.
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Join us for an insightful conversation with Matt Davis, CEO of Salvos Stores, as he shares his journey of leading one of the world’s most impactful charitable organisations.
In this episode, Matt sits down with Paul Zahra to discuss leadership in the nonprofit sector, how to navigate crises and the future of humanitarian retail.
💡 What you'll learn:
Matt’s personal leadership journey and pivotal career momentsHow Salvos Stores responds to crises like the cost-of-living emergencyInsights on prioritising objectives and setting a vision in a mission-driven organisationThe importance of the new clothing stewardship scheme, 'Seamless'Building leadership talent within a nonprofit and fostering partnerships that drive impactWhether you’re in retail, the nonprofit world, or just passionate about leadership, this episode is packed with valuable takeaways!
To learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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In this episode of Retail Therapy, we're joined by Joanne Mercer, a distinguished entrepreneur and the current Managing Director of Matilda Life. With an impressive career that includes senior roles at Myer and founding the premium footwear brand Jo Mercer as well as the lifestyle retailer Matilda Life, Joanne has consistently demonstrated her expertise in building successful businesses from the ground up. Tune in as Joanne shares her invaluable insights on the challenges and triumphs of entrepreneurship, offering listeners a unique perspective on what it takes to lead and grow a brand in today's competitive market. Whether you're an aspiring entrepreneur, a seasoned business leader, or simply passionate about retail, this episode is packed with wisdom and inspiration you won't want to miss. This episode explores:Jo's inspiring retail journey, including influential roles at MyerFounding Jo Mercer and overcoming challenges in building a brandLeading Matilda Life with a focus on sustainability and ethical practicesMatilda Life's strategies for maintaining a sustainable edgeEmerging retail trends and adapting to stay relevantThe role of customer feedback in shaping retail leadership decisionsJo's future goals for Matilda LifeAdvice for aspiring leaders and entrepreneurs
To learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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Joining us on Retail Therapy is Daniel Bracken, CEO at Michael Hill. Daniel has steered Michael Hill through transformative changes with his extensive background in retailing, fashion, and brand development. With over 25 years of experience managing some of the world’s most iconic brands, he has brought a fresh perspective to one of the most esteemed names in the jewellery retail sector.
This episode explores:
Daniel’s career journey and motivation to join the jewellery sectorStrategies for operating in different international marketsInnovations introduced to enhance customer experience online and in-storeBalancing innovation with maintaining Michael Hill's brand heritageDaniel's vision for Michael Hill's growth over the next five yearsTo learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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Our next Retail Therapy guest is Kieron Ritchard, CEO and Managing Director at Fantastic Furniture.
Kieron leads one of Australia's most iconic furniture retail brands, known for offering stylish and affordable furniture solutions. Under his leadership, Fantastic Furniture has continued to expand its market presence and innovate in customer experience and product offerings.
Kieron has a wealth of experience as a leader and we’re thrilled to have him on the Retail Therapy podcast to hear about his journey and insights.
This episode explores:
Kieron's transitioned from hotel industry advisory to leading Fantastic FurnitureHow his leadership style has been shaped by past experiencesThe role of international experience to shape business development and strategyBalancing online and physical store sales for omni-channel growthThe evolution and optimistic future for brick-and-mortar stores in the furniture industryHow to foster a customer-centric culture that ensures satisfactionFantastic Furniture's long-term goals to adapt to the changing retail landscape and achieving growthTo learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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Join us as we dive into the world of retail leadership with Angus McDonald, the CEO of Barbeques Galore. With over 25 years of retail experience, Angus has a wealth of knowledge and insights to share. In this special episode, we’ll explore his remarkable career journey, from his humble beginnings as a schoolboy working casual shifts at supermarkets to leading one of Australia’s most iconic brands.
Highlights of the episode:
Discover how Angus's early retail experiences have shaped his leadership style and approach at Barbeques GaloreThe core principles guiding his strategic decisions and the transformative changes under his leadershipAngus's leadership philosophy and how he motivates his team to achieve excellenceGain insights into the innovations and trends that will shape the future of the retail sector, especially in outdoor living and entertainmentUnderstand the core beliefs and philosophies that influence Angus's management styleAngus shares his vision and aspirations for the future of Barbeques GaloreDon’t miss this opportunity to hear from one of Australia’s most respected business leaders. Whether you're an aspiring leader, a seasoned professional, or simply interested in the retail industry, this episode is packed with valuable insights and advice.
To learn more about what we do at the ARA, head to retail.org.au.
ABOUT THE ARA: The Australian Retailers Association is the oldest, largest and most diverse national retail body. We represent a $420 billion sector that employs more than 1.4 million Australians and is the largest private sector employer in the country. As Australia’s peak retail body, representing more than 120,000 retail shop fronts and online stores, the ARA informs, advocates, educates, protects and unifies our independent, national and international retail community.
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