Rooted in Retail

How do you turn an angry or sad customer into a loyal one? In this solo episode, Crystal Vilkaitis explores the emotional side of retail—how optimism, playfulness, and genuine human connection can transform every interaction in your store.

From simple yet powerful gestures like smiling to encouraging your team to show up with energy and joy, Crystal shares practical insights to help retailers create memorable customer experiences that go beyond transactions. If you’re ready to inspire positivity in your store and strengthen customer relationships, this episode is a must-listen!

[0:44] Sending out surveys to frie...

What makes a store truly stand out in today’s changing retail landscape? In this inspiring episode of Rooted in Retail, host Crystal Vilkaitis sits down with Jessica Barile, Head of Specialty Sales at DesignWorks Collective, to unpack nearly 30 years of wisdom from the gift and retail industry.

Jess shares the timeless truth that drives every successful store—connection—and breaks down how to build meaningful relationships with your team, reps, vendors, and customers. You’ll learn how to create an inviting retail space, leverage overlooked vendor resources, and form partnerships that make your business more resilient.

Thi...

In this solo episode, host Crystal Vilkaitis takes us behind the scenes of a truly magical experience — a private Disney World event with 29 retailers designed to spark inspiration, connection, and creativity. From fireworks and fine dining to learning Disney’s framework for building world-class culture and consistency, Crystal uncovers how independent retailers can bring that same magic into their stores.

Discover how attention to detail, strong systems, and unforgettable customer experiences create loyal fans — not just customers. Plus, learn the power of “plussing” your ideas and why your team’s creativity might just be your next big dif...

What if retail could do more than sell—it could inspire, educate, and connect communities? In this special episode of Rooted in Retail, host Crystal Vilkaitis gathers four incredible guests—Susan Tudor, Chacho Herman, Stuart Hata, and Jonathan Ochart—to dive into Museum Store Sunday, the cultural counterpart to Small Business Saturday.

They share how this nationwide movement helps museum stores (and indie retailers everywhere) turn a single shopping day into a year-round celebration of purpose, connection, and creativity. 

If you’re a museum store professio...

In this solo “After the Show (but not really After the Show)” episode, host Crystal Vilkaitis dives deep into how independent retailers can make the most of Small Business Saturday—a national event that’s not just about sales, but about creating experiences and community connections. Crystal shares both tried-and-true tactics and out-of-the-box ideas to help retailers attract loyal customers, drive traffic, and make holiday shopping magical.

From bundles and VIP events to scavenger hunts, local collaborations, and even alpacas (yes, alpacas!), this episode is full of creative inspiration to make your store the place to be this sea...

What does it take to create true loyalty—not just from customers, but within your business partnerships too? In this episode, Dawn from Hart Mercantile shares her journey from launching a small retail side hustle to running a thriving shop that continues to evolve with new product lines.

She opens up about how hospitality, service, and genuine connection build lasting customer relationships, and why having a solid support system—especially when working with your spouse or partner—makes all the difference. Plus, we talk about the elusive idea of balance in business… does it really exist?<...

Joy Fan, Founder of Storefront and lead of Retell.co, is transforming how independent retailers grow, connect, and thrive. Through innovation, pop-up strategies, and purpose-driven communities, she’s redefining what it means to create value in today’s retail landscape. Her approach blends creativity and connection, empowering brands to stay flexible and human in a rapidly changing world.

This is a must-listen for indie shop owners, retail visionaries, and creators ready to rebuild with heart, adaptability, and purpose. Tune in now!

[3:36] Joy’s journey through the retail world
[6:33] Using pop-ups and flexible formats to empowe...

Running a successful niche retail business takes more than just passion—it requires strategy, creativity, and the ability to adapt. In this episode of Retail Therapy, Bob Phibbs, The Retail Doctor, sits down with Richard Matney, owner of Board Game Paradise, to talk about the realities of running and expanding a specialty store.

Richard shares the challenges of needing space for a second location, the importance of understanding your target audience, and how he keeps his store fresh and exciting for both new and loyal customers. Bob and Richard also discuss the tools and technologies—like Manus.im a...

What happens when decades of retail success collide with fear-driven decisions? Michael Schultz, co-owner of Cursive New York, shares how one panicked choice nearly sank his business—and the lessons that turned it into a story of resilience.

From 33 years in retail, Michael reveals the secret that never changes: a strong point of view. He also dives into how today’s consumers shop with less confidence, why tariffs are hitting harder than expected, and how showing up authentically on Instagram builds a deeper community than any “perfect” social strategy.

If you’ve ever felt overwhelmed, pressured...

What does it take to turn retail struggles into sustainable success? Summer Allen, a former retailer turned retail consultant, knows firsthand. Today, she helps business owners simplify profits, attract more customers, and build businesses that truly serve their lives—not the other way around.

In this episode, Summer shares lessons learned from her own store, why inventory should never “celebrate a birthday,” and how defining your own version of success is the key to long-term growth. From running your business with integrity to listening to your heart, Summer’s wisdom will inspire you to rethink how you approach...

Running a store comes with endless moving parts—from stocking the right products to training your sales team and avoiding burnout as the owner. Michelle, a hardworking retailer, knows this all too well. She’s been wrestling with questions like: Should I invest in an inventory management system? 

In this episode of Retail Therapy session, host Crystal is joined by our retail therapist Bob Phibbs, along with guest Michelle Tjelmeland, to break it all down. Together, they dive into the difference between aggressive and suggestive selling, why developing your people is non-negotiable, and how knowing your ideal custo...

What does it take to thrive in today’s fast-moving retail world? In this episode of Rooted in Retail, host Crystal brings together a powerhouse panel of retail experts: Sarah Koutsogiannis (ANDMORE), Jennifer Johnson (True Fashionistas), Cathy Wagner (Retail Mavens), Josh Orr (Capital Commerce), and Vi Wickam (Wizard of Ads).

Together, they dig into the biggest worries weighing on retailers—and which ones aren’t worth the stress. From avoiding overthinking to finding clarity in your goals, the conversation covers practical, real-world advice to help you focus on what matters most.

Get firsthand insights from retail...

What does it take to bring sustainability and authenticity into an everyday essential? Jen Eden, co-founder and CEO of Tampon Tribe, shares her journey of building a plastic-free, organic period care brand that’s making waves in retail. With a background in entrepreneurship, media, and marketing, Jennifer dives into what inspired her, how she connects with customers on a deeper level, and why trust and play matter in business.

In this episode, you’ll hear how she went from retail beginnings to scaling a mission-driven brand, the lessons learned along the way, and her advice for...

Ever feel like your store is your town’s best kept secret—but you’d really rather everyone know about you? That’s exactly how Taylor Sumrall of Taylor Made Designs in Opelika, Alabama feels. She and her mom have been running their family-owned gift and jewelry shop for years, getting amazing feedback from customers… but struggling with consistency in foot traffic.

In this Retail Therapy session, we’re joined again by our retail therapist, Bob Phibbs, who doesn’t hold back with honest, practical advice for Taylor. We dig into everything from refreshing her website and store displays...

Retail can feel like a never-ending hustle—but what if you had the right tools to manage stress, avoid burnout, and thrive? Chrystal Rose knows firsthand the highs and lows of being in retail. From dealing with guilt and overwhelm to understanding why effort doesn’t always guarantee success, she shares strategies for finding balance and regulating your nervous system.

In this episode, Chrystal opens up about her retail journey and offers practical advice for business owners who want to protect their energy while still growing their stores. If you’ve been feeling the weight of stress as a r...

Arieh Lowenstein is back for part two, and this time he’s diving even deeper into what makes independent retail thrive. From creating meaningful customer moments to shaping the right product mix, Ari shares how small shifts can make a big impact in-store. He also opens up about the lessons he would approach differently in his business and what he sees for the future of independent retail.

If you want practical insights on how to better understand your customers, adapt to today’s fast-changing market, and position your store for long-term success, this episode is packed with idea...

In this episode of Retail Therapy, host Crystal Valkaitis sits down with retail therapist Bob Phibbs and guest Lisa Greene to dig into one of her biggest challenges: finding qualified florists to help her business thrive.

Lisa opens up about the difficulty of hiring in a niche market, and Bob shares insights on spotting vocational skills, using qualifications to guide your hiring decisions, and getting creative with talent attraction through video and social media marketing. They also talk about why it’s okay when team members leave—and how to make the most of it.

If y...

Ari Lowenstein has done just about everything in retail: consulting, product development, and leading industry associations. Now, he has built his own stores. With Ari’s Pantry, he is bringing authentic Italian flavors to Texas and has already grown from one shop to four in less than two years.

In this episode, Ari opens up to Crystal about his bold approach to retail, why failure is part of the process, and how customer experience drives everything he does.

From a playful loyalty program where customers earn “tomatoes” instead of points to lasagna Thursdays that build commun...

Jennifer Shorter’s retail roots run deep—three generations deep, to be exact. As the owner of Grandpa Shorter’s Gifts in Michigan, she’s mastered the art of blending tradition with innovation while keeping her creative spark alive.

In this episode, Jennifer opens up about her unique retail journey, the surprising power of doing less, and why embracing change has been key to her long-term success. From adapting to shifting customer behaviors to creating events that keep people coming back, Jennifer shares the strategies—and mindset—that have helped her thrive without burning out.

If you’ve ev...

In this episode of Retail Therapy, host Crystal sits down with retail therapist Bob Phibbs and guest Linda Moore to unpack the strategies that keep your cash register ringing—not just today, but for years to come.

From attracting new shoppers to building loyalty with the ones you already have, Bob and Linda share insights on connecting with different generations, addressing your customers’ real “pain points,” and selling through systems that work.They also dig into why your content—and the energy behind it—can make or break your sales, plus how to speak directly to your male audienc...

Gift cards aren’t just convenient, they’re strategic. In this episode, we sit down with Larry Rubin, owner of Swipe It Gift Cards, to unpack how retailers can turn those little plastic cards into big opportunities for growth, loyalty, and stronger customer connections.

With decades of retail experience, Larry shares what most businesses are missing when it comes to gift cards and how to shift from “just having them” to using them intentionally to drive real results.

[1:49] Larry’s journey from retail life to launching Swipe It Gift Cards
[5:28] How retailers can rethink their gift...

We made it—episode 200! What a journey it’s been, and we’re so excited to celebrate this milestone with YOU.

In today’s special episode, Crystal Vilkaitis reflects on the highs and lows of her retail journey and shares a deeper, more personal conversation about what it really means to feel successful. From burnout and hustle culture to the power of taking a pause, Crystal opens up about finding contentment, freedom, and clarity—without losing ambition.

If you're feeling the pressure to do more or questioning what success should look like, this episode offers the perspe...

What’s really driving retail success in today’s world? In this dynamic EVOLVE panel episode, three powerhouse women—Barb Binkley (Cooper and Binkley Jewelers), Beth Rich (Mix It Up Gift and Home), and Miranda Heslip (Cloud Nine Pajamas)—share their real-world insights on what’s working right now in retail.

From creating loyal communities to planning events that actually drive foot traffic, to mastering email marketing that converts—this episode is packed with tips you can implement today.

What’s Inside:
[4:59] One thing retailers worry about that’s not worth the stress
[6:50...

In this insightful episode, Landon and Camille take us on their retail journey, sharing hard-earned lessons about what truly makes retail partnerships work—from knowing your brand story to compensating reps thoughtfully.

They dive into the most common challenges facing brands today and how communication, alignment, and intentional relationship-building can transform both sides of the retail equation. Whether you're an indie retailer or a growing brand, this conversation will help you rethink how you work with reps, source products, and create experiences that matter.

[2:18] Landon and Camille’s start in retail and what they've learned alon...

What can Disney fireworks, empowered employees, and “the little things” teach you about running a standout retail business? A lot more than you think. In this bonus episode, Vance Morris—a former Disney World executive turned customer experience strategist—dives into the principles that made Disney world-renowned for customer loyalty.

Vance shares how retailers can borrow from Disney’s playbook to elevate everyday interactions, boost retention, and outshine competitors—without a theme park budget. Whether it’s redefining your target market or empowering your team to resolve customer issues, this episode will inspire you to rethink your customer exper...

In this episode, Tanner takes the stage at EVOLVE to break down exactly how businesses can win with social media. From showing up consistently to staying authentic, Tanner shares actionable tips that helped him build a powerful online presence—and how you can do the same.

This episode is all about using content to build connection, credibility, and community. Whether you’re just starting out or looking to level up, you’ll walk away with strategies to grow your brand through content that feels real and resonates.

[7:00] Why social media attention matters—and what it means fo...

Merchandising isn’t just about aesthetics—it’s about strategy. In this episode, Ani Nersessian shares how to create a retail space that not only looks great but drives real results. She walks you through practical starting points, from visual tweaks to organizing product flow, all grounded in understanding what your customer truly needs.

Whether you’re setting up shop for the first time or giving your space a much-needed refresh, this episode will help you lay a solid foundation for smarter, more effective merchandising.

[1:45] Ani’s retail journey—and how she learned to design for the cust...

Think direct mail is dead? Think again. In this episode, we sit down with David, a seasoned direct mail expert who’s helped businesses of all sizes use physical marketing to drive real results. David shares how traditional mail is making a comeback—and how you can use it to stand out in a noisy digital landscape.

From building smarter (not bigger) mailing lists to launching your first campaign on a $500 budget, you’ll get practical, no-fluff advice for turning mail into a powerful marketing channel. David also breaks down whether direct mail works best solo o...

Think PR is just for big brands? Think again. In this episode, we explore how organic PR can actually outperform social media, influencers, and even paid ads—especially for local retailers. Learn how to write press releases that land, earn high-quality backlinks, and pitch your story in a way that drives real foot traffic.

You’ll also uncover the most common PR mistakes businesses make (and how to fix them), along with simple yet powerful strategies to get noticed by local media—without a big budget.

This episode is your crash course in high-impact, low-cost public...

In this special episode, we take you inside the opening keynote from EVOLVE, where the spotlight is on navigating change in your retail business with strength and resilience.

You’ll discover why your brain naturally resists change, how to reframe discomfort into growth, and even how to channel emotions like anger into purpose and momentum. From unexpected tariffs to tightening ad budgets, this episode is filled with actionable insights for retail leaders ready to thrive—even through tough times

[2:42] Why your brain is wired to resist change

[2:56] The comfort of fami...

What happens when a business is born out of mud runs, muscle pain, and a mission to help others heal? In this episode, we sit down with Natalie Gardner, co-owner of Dr. Doug’s Balms, to explore how a grassroots wellness brand scaled with heart, honesty, and a focus on progress—not perfection.

From magnesium-infused balms to mindset shifts for overwhelmed entrepreneurs, Natalie shares why staying rooted in purpose matters more than chasing trends. She also breaks down how retailers can embrace imperfection, lead with authenticity, and ask for what they truly need.

What do Disney-level customer experiences have to do with your bottom line? A lot more than you might think. In this episode, Vance Morris—a former Disney World executive turned customer experience strategist—reveals the secrets behind turning casual buyers into loyal fans.

Drawing from years of real-world experience at one of the world’s most customer-obsessed brands, Vance shares powerful strategies that retailers and e-commerce businesses can use to boost retention, create memorable brand moments, and stand out in a competitive market. From the underrated value of print ads to the magic behind intentional experi...

What does it really mean to be part of a thriving business community that understands the retail grind? In this bonus episode, Crystal Vilkaitis reveals the perks members get when they join IndERA—and it’s so much more than just another business mastermind.

From staying ahead in the ever-evolving retail landscape to unlocking exclusive access to tools, resources, and strategy, Crystal walks you through the six foundational pillars that set Indera apart from other business groups.

If you’re craving real-time business support, a strong network, and tangible growth in your digital presence—this episode...

What does it take to build a successful independent retail business—and keep it thriving for decades? Carol Schroeder, co-owner of Orange Tree Imports, joins us to share her journey as a retailer and local business leader. From launching a gift and gourmet shop to navigating the shift to e-commerce, Carol offers grounded insights on team leadership, community-driven business, and how to stay relevant in a changing retail landscape.

In this episode, you’ll learn how collaborative management can transform your store culture, why thinking of your online shop as a second storefront matters, and how independent reta...

How are tariffs shaping sourcing decisions and inventory management in retail? In this episode of Rooted in Retail, Nathan Sheth from Management-One breaks down the real impact of tariff changes on margins, supply chains, and operational efficiency.

Discover how to build a resilient sourcing strategy, evaluate new vendor partnerships, and optimize inventory to maintain cash flow and avoid costly overstock or stockouts. Nathan also shares insights on consumer behavior trends and practical habits that help retailers protect profitability.

If you want to strengthen your retail business against global disruptions, this episode is packed with actionable...

What makes great packaging more than just a pretty box? Julie Rotuno—a self-proclaimed “packaging nerd” and retail expert—joins us to break down the overlooked power of thoughtful packaging. From low-budget strategies to major industry trends, Julie shares how packaging shapes brand perception, impacts sustainability, and elevates customer experience.

In this episode, you'll learn how to approach packaging even on a tight budget, why materials matter more than ever, and what future-facing brands are doing to stand out on the shelf and in the hearts of consumers.

If you're building a product-based brand or just wan...

A strong brand is more than just a logo—it’s a feeling, a story, and sometimes… one powerful word.

In this episode, we follow Lucy’s incredible journey from retail to design school and into the future of interior design. She shares her insights on how branding becomes unstoppable when people catch on fast, why setting “unreasonable” rules might just be the best thing for your brand, and how to ride the waves of trends without losing your identity. Whether you're in retail, branding, or interior design, this conversation is packed with insights that will level up how you t...

Scaling isn’t the only path to growth—sometimes, the real magic lies in simply improving what’s already there.

In this After the Show segment, we dive into the powerful mindset shift from obsessing over scale to focusing on refinement. From optimizing just one customer touchpoint to enhancing your existing systems, this episode will inspire you to grow by getting better—not just bigger.

[2:21] Focusing on improving vs. the constant scale and growth

[2:39] Why improving can organically lead to business growth

[3:25] How to deliver incredible experiences using a simple framework

[4...

There’s retail—and then there’s retail with heart. In this episode, we explore how one shop owner built a thriving business by listening closely, staying intentional, and showing up authentically both in-store and online. This is your go-to guide for making your brand not just seen, but felt.

Ever walked into a store and felt the difference? That’s what Jan has created with Stocks Culinary Goods. Since 2012, she’s been flipping the script on traditional retail—curating local products with care, crafting content that hits home, and staying in step with trends without losing her brand’s...

What happens when you lose a business partner who was also your closest collaborator and friend? 

In this powerful episode, Michelle shares her journey through the retail world, her deep partnership, and how she’s navigating growth and grief after losing her business partner.

From building lasting rep-retailer relationships to finding strength in memory, this conversation is a tribute to purpose-driven business and human connection.

If you're a brand founder, rep, or retailer looking to deepen your partnerships and build a resilient business, Michelle’s story and insight will guide you with authenticity and h...