Retail Therapy

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 them Practical safety measures—from Duress alarms to body cameras How small businesses can protect staff, even with limited resources The role of law enforcement and government campaigns in tackling this issue With firsthand insights from one of retail’s leading voices, this conversation is a must-listen for anyone invested in creating safer retail environments.

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 UK The financial and emotional toll on businesses and employees What’s driving the increase in retail crime Effective strategies and technologies to combat crime How retailers and authorities can collaborate for better protection The push for stronger retail protection laws in the UK Whether global collaboration is the key to tackling retail crime A must-listen for retailers, policymakers, and anyone invested in safer shopping environments.

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.

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 adapting Kmart’s transformation – from a traditional discount retailer to a modern, innovative brand Customer loyalty & brand trust – what keeps shoppers coming back The future of physical retail – why in-store experiences still matter eCommerce strategies – how retailers can maximise online opportunities Don’t miss this deep dive into retail leadership, transformation, and growth with one of the industry’s top executives.

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 shocks The importance of innovation and technology for future growth What economic factors will impact sales growth in 2025 How government support can drive retail recovery Chris’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.

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 Guide How AI is reshaping retail and boosting conversions Strategies for winning Black Friday, Cyber Monday, and late-season shoppers Using AI for impactful, short-form holiday content Practical tips for retailers starting their AI journey Access 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

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 2024 Key trends and challenges leading into Christmas trading Insights into changing shopper behaviour and category performance Predictions for Black Friday and Cyber Monday sales The impact of supply chain issues on retailers this holiday season Strategies retailers can use to manage costs and team hiring ahead of the Christmas rush 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.

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 sector The role of mentorship versus self-learning in Sean’s professional development Key observations about the Australian retail landscape based on Sean's experience at Google Challenges that retailers and leaders face in today’s increasingly digital environment The future role of technology in retail and the essential skills for retail leaders in the digital age Advice for aspiring retail leaders navigating the digital transformation Sean 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.

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 Myer Founding Jo Mercer and overcoming challenges in building a brand Leading Matilda Life with a focus on sustainability and ethical practices Matilda Life's strategies for maintaining a sustainable edge Emerging retail trends and adapting to stay relevant The role of customer feedback in shaping retail leadership decisions Jo's future goals for Matilda Life Advice 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.

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 Furniture How his leadership style has been shaped by past experiences The role of international experience to shape business development and strategy Balancing online and physical store sales for omni-channel growth The evolution and optimistic future for brick-and-mortar stores in the furniture industry How to foster a customer-centric culture that ensures satisfaction Fantastic Furniture's long-term goals to adapt to the changing retail landscape and achieving growth 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.

Our next guest on Retail Therapy, focusing on leadership is Natalie Davis, Managing Director at Woolworths Supermarkets. Natalie Davis brings a wealth of experience to her role as Managing Director of Woolworths Supermarkets, a position she has held since October 2020. Her impressive career includes various senior positions within Woolworths, and a notable tenure as a Partner at McKinsey, where she spent 15 years advising on strategy and commercial transformation in the UK and Australia. This episode explores: Insight into Natalie’s career trajectory and rise to the Managing Director role at Woolworths Supermarkets How Natalie navigates Woolworths Supermarkets through periods of significant change and uncertainty in the fast-paced retail sector Methods for staying responsive to customer needs and maintaining a customer-centric focus Importance of diversity in leadership and the integration of inclusion in leadership strategy Strategies for keeping Woolworths competitive in a rapidly changing and highly competitive market Words of wisdom for future leaders and key takeaways for leadership success Join us for an enlightening conversation with Natalie Davis as we explore her remarkable journey and gain valuable insights into the world of retail leadership. Whether you’re an aspiring leader, a retail professional, or simply interested in the dynamics of leading a major corporation, this episode is packed with wisdom and practical 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.

Welcome to Season 7 of Retail Therapy. This season ARA CEO Paul Zahra will be chatting with a fantastic line-up of retail leaders, including the CEOs of some of Australia’s biggest and most recognisable brands. We’ll be learning about their career journey, what defines their leadership style and what got them, and keeps them, at the top of their game. You won’t want to miss out on the wisdom, insights and stories that our guests will share. To be the first to know when we’ve released a new episode, make sure you follow us on Spotify, Apple Podcasts or wherever you get your favourite shows. To learn more about what we do at the ARA, head to retail.org.au. Learn more about American Express: https://www.americanexpress.com/au/merchant/accept-amex-cards.html 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.

Our next guest on Retail Therapy is Kate Russell (she/her), CEO of Supply Nation, Australia's foremost advocate for supplier diversity. Kate brings a wealth of experience, including roles in the public sector and as a Board Director at the Diversity Council of Australia. As a proud Awabakal woman, she holds a deep commitment to supporting Indigenous businesses and advancing economic empowerment within Indigenous communities. At Supply Nation, Kate has played a pivotal role in fostering the growth of First Nations businesses, contributing to the vibrant Indigenous business community in Australia. This episode with Kate explores: Moving forward after The Voice referendum Kate's journey and inspiration to lead Supply Nation Success stories from Supply Nation connections Barriers faced by Indigenous companies and strategies to overcome them How to create opportunities for Indigenous peoples in public and community sectors The evolving landscape of diversity and inclusion in Australian businesses and society The role of the Australian retail industry in supporting Indigenous businesses Advice for meaningful engagement with and support of Indigenous suppliers Thank you to our Principal Partner American Express for supporting this season of Retail Therapy. Learn more about American Express: https://www.americanexpress.com/au/merchant/accept-amex-cards.html 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.