What if your store is turning away loyal customers without realizing it?

Accessibility isn't just a social responsibility — it can directly impact customer loyalty, spending and retail revenue. In this episode of Retail Disrupted, Natalie Berg speaks with Mark Webb, former retail leader and disability advocate, about living with multiple sclerosis and what retailers can learn from his experiences as both a customer and industry insider.

Prior to medical retirement, Mark held senior comms and social media roles at Disneyland Paris, the Walt Disney Company, David Lloyd Leisure, Dixons Retail and Shift.ms.

Mark shares how flexibility and compassion from his employers helped him stay in work after his MS diagnosis — and why he believes many retailers are still getting accessibility wrong.

ABOUT THE PODCAST

🎙️ Retail Disrupted is an award-winning Top 5% Global Podcast. Every week, retail analyst Natalie Berg speaks with the leaders and disruptors shaping the future of retail.

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AI deployed into fragmentation does not create intelligence; it amplifies complexity.

Recorded at Manhattan Exchange in Milan, this episode features regular guest Ben Sillitoe to break down what retail leaders shared on the ground about moving beyond AI pilots.

Exchange is Manhattan Associates' flagship European event. Last year, the emphasis was on "unleashing the agents". 12 months on, what have we learned?

The focus in Milan was on AI agents inside existing workflows: transportation planning agents. Omnichannel specialist agents. Shipment tracking agents. Tools that identify problems and proactively resolve them.

But an AI agent is only as useful as the information and rules available to work with. Solid foundations are everything. For example, pulling inventory from one system, customer details from another, fulfilment from a third and carrier data from a fourth creates multiple versions of the truth — and an agent that can confidently give the wrong answer, fast.

The takeaway from Milan: the aim is not to create smarter machines, but smarter organizations — powered by people, unified by technology, accelerated by AI, and unburdened by complexity.

Featuring examples from JD Sports, Asda, L'Oreal, Co-op, Bauhaus, Foot Locker, CIA Conad, and more.

📺 Watch on YouTube https://youtu.be/c08ExOWFl90

For more, visit https://www.manh.com

ABOUT THE PODCAST

🎙️ Retail Disrupted is an award-winning Top 5% Global Podcast. Every week, retail analyst Natalie Berg speaks with the leaders and disruptors shaping the future of retail.

👉 Subscribe on YouTube: https://www.youtube.com/@retaildisrupted

👉 Subscribe on Apple: https://podcasts.apple.com/gb/podcast/retail-disrupted/id1676107321

👉 Subscribe on Spotify: https://open.spotify.com/show/5H0TALn63ov2VAIJPNi3FM

👉 Follow on LinkedIn: https://www.linkedin.com/company/retail-disrupted/

👉 Subscribe to our newsletter: https://retaildisrupted.substack.com

Your store is no longer just a place for transactions – it's your best marketing channel.

Jack Stratten, Director of Insider Trends, sits down with Natalie Berg to explore how to repurpose stores for a digital era.

Jack shares what he is seeing on the ground, from Gentle Monster building stores where marketing is a main KPI to brand takeovers in Sephora Barcelona where, alongside traditional sales metrics, the retailer is also assessing dwell time, traffic and conversion.

You'll learn why Sostrene Grene is among Europe's fastest growing physical retailers and how winning retailers design their stores for content creation, build treasure-hunt discovery, and connect store and digital teams to drive engagement that online alone cannot deliver.

Connect with Jack on LinkedIn.

ABOUT THE PODCAST

🎙️ Retail Disrupted is an award-winning Top 5% Global Podcast. Every week, retail analyst Natalie Berg speaks with the leaders and disruptors shaping the future of retail.

👉 Subscribe on YouTube: https://www.youtube.com/@retaildisrupted

👉 Subscribe on Apple: https://podcasts.apple.com/gb/podcast/retail-disrupted/id1676107321

👉 Subscribe on Spotify: https://open.spotify.com/show/5H0TALn63ov2VAIJPNi3FM

👉 Follow on LinkedIn: https://www.linkedin.com/company/retail-disrupted/

👉 Subscribe to our newsletter: https://retaildisrupted.substack.com