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Retail doesn’t fail because of bad strategy — it fails because of poor execution.

In this episode of Retail Voices, I’m joined by Jon Dario, retail executive, leadership trainer, and founder of Jon Dario Media, to break down his AIM framework — Action Item Management.

AIM is a simple but powerful system designed to help retail leaders turn endless to-do lists, emails, and follow-ups into clear ownership, accountability, and consistent results.

We cover:

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In this episode of Retail101online, Mark Lack breaks down Dr. Robert Cialdini’s 6 legendary principles of persuasion — and shows how they apply directly to the day-to-day challenges of retail leadership. From motivating your team to influencing customer decisions ethically, this episode is packed with psychology-backed insights and practical takeaways.

Learn how reciprocity, commitment, social proof, liking, authority, and scarcity can transform your store culture and performance.

Stick around for the "Help Is On the Way" segment, where we turn theory into action — plus Mark’s final reflections on influenc...

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Unlock one of the most powerful retail secrets hiding in plain sight: the endcap.

In this episode of Retail101online, we explore how end-of-aisle displays can dramatically increase sales without changing prices or stock levels. Backed by global case studies (ASDA, Tesco, Target, Don Quijote), retail psychology (Kahneman’s System 1, Underhill’s shopper flow), and in-store strategy, you’ll learn how to transform your endcaps from forgotten space into high-conversion zones.

You’ll also get five tactical tips in the “Help Is On the Way” segment—including how to choose...

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Launch day! Series 3 of RETAIL101online kicks off with the one thing that separates winners from wallpaper: brand differentiation. In this episode I break down what real differentiation is (not logos or limited-time drinks), how to build your Brand Wedge (Promise • Proof • Persistence), and the exact plays convenience stores and small-format retailers can run to stop blending in and start winning.

We’ll cover: how to choose a single, memorable promise your team can chant, the proof moments customers can feel at shelf and at the till, the we...

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In this episode of Retail Voices, host Mark Lack is joined by Shikha Jain, Lead Partner for Consumer & Retail at Simon-Kucher, one of the world’s leading consultancies in pricing, sales, and marketing.

This conversation goes beyond discounts and promotions to explore something far more powerful: value — how customers define it, how brands communicate it, and why it matters more than ever in an era of inflation, margin pressure, and rising consumer expectations.

Shikha shares insights drawn from advising some...

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🎄 Christmas in Retail: Real, Tough, and Joyous! 🎄

Ever wondered what Christmas is really like behind the counters, in the stockrooms, and on the shop floor? This special RETAIL101 episode takes you deep into the heart of the holiday season in retail. From chaotic busy days to heartwarming moments with customers, we explore both the challenges and the joys of working through the most festive—and stressful—time of the year.

We’ll also look back at the history of Christmas in retail, from the rise of departmen...

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In this episode of Retail Voices, host Mark Lack sits down with Ricky Ho — Founder of SourceReady — to explore how AI, data, and global transparency are rewriting the rules of retail sourcing.

Ricky breaks down the real friction points facing brands today — from supplier discovery and verification to compliance, diversification, risk management, and the increasing pressure to move faster at lower cost. He explains how SourceReady uses AI trained on customs filings, trade-show intelligence, verified datasets, and product ideation technology to help retailers build smarter, more resilient supply chains.

Y...

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Running a store bakery without being a baker? 

You can—if you run the operation. In this episode, Mark Lack breaks down the B.R.E.A.D. framework—Basics & Hygiene, Recipe & Range Quality, Engagement & Communication, Availability & Inventory, Development—so you can spot what matters, lower waste, lift availability, and keep customers coming back for the fresh stuff.

You’ll learn how to set smart daypart pars (open, mid-morning, lunch, late afternoon), when and how to use markdowns that actually...

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Steven Bartlett’s bestselling book and podcast The Diary of a CEO have captured the world’s attention—but what can retail professionals actually learn from it?

In this extended deep-dive episode of Retail101online, recorded just ahead of the Christmas retail rush, we unpack not just the book—but the man, the mindset, and the methods behind one of the most influential business platforms in the world.

Join us as we explore:

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In this episode of Retail Voices, host Mark Lack sits down with Max Ma — Founder of 7thonline — to break down the real reason retail planning fails, and how AI, better data, and smarter processes are transforming how retailers buy, forecast, and operate.

Max shares the original “broken moment” that inspired him to create 7thonline, and why planning is still one of the retail industry’s most misunderstood — and most critical — disciplines.
 From dirty data and omnichannel distortion to guardrails, returns, and the human vs AI balance, this conversation gets right to the heart of...

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What does it really mean when we say “Culture eats strategy for breakfast”?
In this episode of Retail101online, we go beyond the buzzword and explore whether culture truly trumps strategy—or if it’s just a leadership cliché.

We’ll unpack:

Whether you’re in HR, operations, or running your own store, this episode is a mu...

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“Let’s circle back and align on a value-led pivot before we move the needle…”

If that sentence made you laugh (or cry), this episode is for you.

In this week’s Retail101online, we dive headfirst into the wonderful, wobbly world of business jargon. From procurement to performance reviews, LinkedIn humblebrags to boardroom buzzwords — we’re calling out the clichés that should’ve been retired with dial-up internet.

We cover phrases like:

 🦆 “Getting our ducks in a row”
 🛫 “Let’s see how it flies”
 🪞 “Proud...

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In this episode of Retail Voices, host Mark Lack sits down with Luke Doran, Founder of The One Percent, to explore how mindset, self-awareness, and marginal gains are reshaping what it means to lead in retail today.

Luke brings lessons from both elite sport and corporate coaching to the table — revealing how small, consistent changes can deliver extraordinary results.
 They discuss the psychology behind leadership, resilience under pressure, and the habits that help retail professionals perform at their peak.

You’ll hear insig...

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In this BONUS episode of RETAIL101online: Retail Voices, host Mark Lack sits down with Ashutosh Labroo, Chief Human Resources Officer and Founder of SuccessionIQ, to explore how human capital is transforming the future of retail.

Ash shares his unique perspective on what it really takes to build and sustain high-performing teams in an industry that never sleeps. From navigating digital transformation and e-commerce disruption to balancing automation with empathy, this episode gets right to the heart of what makes retail...

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Title: Big vs. Best: Who Really Wins in Grocery Retail?

In this deep-dive episode of Retail101Online, we explore the difference between being the biggest and being the best in global grocery retail. While giants like Walmart dominate by size, we spotlight the five retailers consistently praised for operational brilliance, customer experience, and long-term strategy.

🔍 Featuring:

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Most retail managers are promoted because they were great at their jobs—not because they were trained to lead. That’s the hard truth behind Leadership Mindset 2.0 by R. Michael Anderson, and it’s exactly why this episode matters.

In this episode of Retail101online, we explore how to rewire your mindset to thrive as a retail leader. You’ll discover why mindset matters more than skillset, how Anderson’s 4-phase leadership evolution works in real store life, and why the ARC model (Awareness, Response, Compassion) could b...

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Episode 28: Who Moved My Cheese? What Retail Managers Must Learn from Change

In this episode of Retail101online, Mark Lack explores the timeless business parable Who Moved My Cheese? by Spencer Johnson and applies its lessons to the fast-paced world of retail.

Learn how to spot change, adapt quickly, guide your team through resistance, and avoid the trap of standing still while the industry evolves around you. With practical insights and a dose of reflection, this episode helps retail leaders become proactive, flexible, and resilient in times...

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Managing the Butchery (When You're Not a Butcher)

Episode 27 of Retail101online takes store managers deep into the world of butchery — without needing to pick up a knife. 

Host Mark Lack explores how to manage this complex, high-margin department with confidence, even if you're not trained in meat cutting. Learn to challenge shrink, monitor hygiene, measure yield, monitor daily plans, and drive value-add performance.

Plus, get 5 practical actions in the "Help Is On The Way" segment that will beef up your butchery management playbook.

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Episode 26: 8 Lies About Life and Success (And The Truths That Will Set You Free)

In this deeply personal episode, Mark Lack unpacks 8 common myths about life and success that hold people back in business and beyond. 

Inspired by a visual from Victoria Repa, this conversation blends reflection, real-world retail insights, and hard-earned truths to reset your mindset and sharpen your growth.

From redefining wealth and embracing imperfection to understanding the power of self-learning and consistency, this episode will help you rethink what success really means—on your ter...

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Episode 25: Resurrecting Retail – The New World of Business After the Pandemic

In this milestone episode, host Mark Lack explores the future of retail through the lens of Doug Stephens’ acclaimed book Resurrecting Retail. Learn how the pandemic reshaped consumer expectations, accelerated innovation, and forced an industry-wide reckoning with purpose, technology, and the role of physical stores.

We explore key themes from the book, including retail-as-media, the rise of experiential commerce, and the death of mediocrity. Plus, Mark delivers a "Help Is On the Way" segment packed with 5 practical, hope-filled acti...

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Mastering Retail the Japanese Way: Tanpin Kanri & the Art of Precision

In this insightful episode of Retail101online, we explore Tanpin Kanri, a revolutionary Japanese retail management philosophy that’s changing how stores around the world operate. Originating from Seven-Eleven Japan, Tanpin Kanri—meaning “item-by-item management”—shifts the focus from broad product categories to detailed, real-time analysis of individual items.

This precision-based, customer-driven approach allows store teams to optimize inventory, reduce waste, and respond to actual shopper behavior. Instead of relying on generic sales tren...

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In Episode 23 of Retail101online, we explore the hidden depths of the world-famous management simulation game Storewars. 

Discover how this game mirrors the realities of retail leadership — from supply chain decisions to strategic pricing, sustainability, and team dynamics. 

Whether you’ve played the simulation or not, this episode offers philosophical insights and practical tips for managers at every level. 

Learn how to apply these game-based lessons to real-life retail situations and become the kind of leader who thrives in complexity.

#RetailLeadership #StorewarsSimulation #RetailTraining #RetailStrategy #RetailPodcast #Retail1...

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Episode 22: Think Smart – Mastering Critical Thinking in Retail

How do you teach frontline retail staff to think like leaders? In this milestone 22nd episode of Retail101online, we dive deep into the power of critical thinking using Bloom’s Taxonomy—a simple but powerful framework to level up how you learn, think, and act on the job.

Whether you're a store manager, team leader, or rising star, this episode breaks down six key thinking skills every successful retailer needs—from remembering product basics to creating new solutions for dail...

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Episode 21 – Leading the Ubuntu Way: The African Philosophy That Builds Better Retail Teams

In this powerful 21st episode of Retail101online, we explore a management philosophy that’s as human as it is effective—Ubuntu. Rooted in Southern African tradition and best summarized as "I am because we are," Ubuntu offers retail managers a new way to lead with compassion, connection, and community.

Join us as we unpack what Ubuntu really means, how it differs from Western leadership models, and why it’s especially relevant for mana...

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Rise Above the Ordinary: Uplifting Service Lessons for Retail Success

Welcome to a milestone episode of RETAIL101online! In Episode 20, we explore one of the most powerful tools for transforming your retail career — Uplifting Service by bestselling author Ron Kaufman. Whether you're working in fashion, food, electronics, or customer support, this episode gives you real-world strategies to stand out, get promoted, and feel proud of your work.

We break down the structure of the book, uncover the 6 levels of service, and gi...

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Episode 19 – your money, your future: personal finance basics for retail workers

In this powerful and practical episode of retail101online, we explore how retail workers—especially those working abroad in the middle east—can start building a stronger financial future with simple, easy-to-understand personal finance tips. Many frontline employees have never had the chance to learn money management skills. 

This episode changes that.

We break it down into five clear segments:

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In this podcast, we dive into Daniel Kahneman's "Thinking, Fast and Slow" to uncover how you can solve your everyday thinking problems. By understanding the two systems of thought—fast, intuitive reactions and slow, deliberate analysis—you'll learn how to make better decisions, avoid common cognitive biases, and enhance your problem-solving skills. Whether you are a retail leader looking to improve team performance or someone wanting to sharpen your mental clarity, these insights will help you navigate through daily challenges more effectively. Join us to discover practical tips for implementing these principles in real...

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In this episode, the team from DTEK.AI and Sanad Yaghi of What’s in Store, sits down with Mark Lack, CEO of Circle K Arabia, to explore the rapid expansion of Circle K in Saudi Arabia and the broader GCC region. Mark shares insights from his 40-year career in retail, spanning multiple formats and countries, and discusses the unique challenges and opportunities of growing a convenience store empire in a post-pandemic world. From Circle K’s innovative franchise model to the role of technology in supply chain management and customer engagement, this epis...

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In this episode, we explore the exciting future of loyalty cards and how they are evolving to meet the demands of modern consumers. As technology advances, traditional plastic cards are giving way to digital wallets and mobile apps, enhancing convenience and personalization. We'll delve into innovative trends such as blockchain technology, which promises secure and transparent transactions, enabling cross-brand loyalty initiatives. Sustainability is also a key focus, with brands increasingly rewarding eco-friendly choices. Additionally, the shift towards experiential rewards is reshaping customer engagement, offering unique experiences that forge deeper emotional connections. Join us...

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In this episode entitled "Lonely at the Top," we dive into the unique challenges faced by leaders in the as they climb the ladder to success. As they reach the pinnacle of leadership, the feeling of isolation and loneliness often sets in, making it difficult to make decisions and maintain confidentiality. Discover the top 5 reasons why being at the top can feel lonely, including the burden of decision-making, lack of peers, and the challenge of maintaining professional boundaries. We also explore effective strategies to mitigate these feelings and build meaningful connections. Whether you're...

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In this episode, we delve into the fascinating concept of Sisu, a Finnish term that embodies unyielding determination, courage, and resilience. 
 
 Sisu is more than just grit; it's a mindset that empowers you to push beyond your limits and triumph over adversity. 
 
 We'll explore the core elements of Sisu, including how to cultivate it in your daily life through setting challenging goals, embracing discomfort, and developing a positive mindset. 
 
 Whether you're facing personal or professional challenges, the principles of Sisu can help...

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In this podcast, we explore the powerful concept of Ikigai. 

Ikigai, a Japanese term meaning "a reason for being," focuses on finding the perfect balance between what you love, what you are good at, what the world needs, and what you can be paid for. 

By integrating these elements into a retail environment, businesses can create a more engaged and motivated workforce. 

We’ll discuss practical steps to align passion, mission, vocation, and profession within yourself, which will lead to improved efficiency, better customer service, and a more...

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Welcome to "Visual Merchandising 101: Creating Displays that Sell" for mastering the art and science of retail display. Whether you're a seasoned store manager or new to the world of merchandising, this episode will equip you with the essential knowledge and skills to create eye-catching displays that drive sales. We break down the topic into three insightful parts:

Part 1: The Power of Merchandising
Discover why visual merchandising is a critical tool for any retail business. We’ll explore how strategic displays can influence customer behavior, enhance the shopping experience, an...

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Welcome to "From Store Assistant to Store Manager: Mastering Retail Leadership," your ultimate guide to climbing the retail career ladder. Whether you're starting as a store assistant or aiming for a management position, this podcast is designed to help you succeed at every level. We'll dive deep into the essential skills and competencies required for each role, from providing exceptional customer service and mastering communication as a store assistant to strategic planning and financial management as a store manager.

Join us as we explore actionable insights and practical advice for career...

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In this episode, we delve into the fascinating world of retail, tracing its evolution from its humble beginnings to the bustling industry we know today. 

We explore how historical trends have shaped current practices and discuss the innovative changes we can expect in the future. 

Join us as we uncover the pivotal moments in retail history, analyze the current market dynamics, and predict the future of shopping. 

Whether you're a retail enthusiast or a business professional, this podcast provides valuable insights and thought-provoking discussions on the ever-evolving ret...

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Welcome to Unlocking Retail Secrets: Decoding PSPSPP For Retail Success, the podcast where we delve into the intricate workings of retail store operations through the lens of six key elements: Presentation, Signage, Promotion, Safety, Product Quality, and People.

In each segment, we unravel the significance of PSPSPP, examining how these
fundamental aspects shape the success and sustainability of retail businesses.

From the visual appeal of store displays to the effectiveness of promotional
strategies, from ensuring customer safety to maintaining superior product
standards, and from cultivating a...

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Supermarket Secrets - The Eye Opening Truth Behind Pricing Tactics Revealed" is a captivating 30-minute podcast episode delving into the fascinating world of pricing strategies and consumer behavior in supermarkets. Hosted by Mark Lack, this episode explores the groundbreaking work of Hermann Simon on the Psychology of Pricing and Consumer Behavior and unraveling how retailers strategically influence purchasing decisions.

Listeners will uncover a range of pricing methodologies used by retailers, from psychological pricing (like charm pricing and decoy pricing) to dynamic pricing and value-based pricing. The episode goes beyond surface-level explanations...

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Our employees are the face of our brand and they shape our reputation through every interaction with customers, partners, and stakeholders. Their commitment to excellence in customer service builds trust and loyalty which is crucial for sustained success in competitive landscapes. Moreover, a motivated and engaged workforce cultivates a positive work culture, attracting other top talent and reducing turnover costs. In This episode we will be going behind the register to unveil the key role that employees play in driving success.

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Our employees are the face of our brand and they shape our reputation through every interaction with customers, partners, and stakeholders. Their commitment to excellence in customer service builds trust and loyalty which is crucial for sustained success in competitive landscapes. Moreover, a motivated and engaged workforce cultivates a positive work culture, attracting other top talent and reducing turnover costs. In This episode we will be going behind the register to unveil the key role that employees play in driving success.

Support the show

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Welcome to "Customer Secrets Unveiled," where we delve deep into the world of retail supermarkets and uncover the mysteries behind customer behavior and loyalty. In this episode, we explore the hidden dynamics of the industry, shedding light on the top-secret acronym of PAQAS: Price, Availability, Quality, Assortment, and Service.

Join us as we dissect the significance of each element within the PAQAS framework, revealing how they shape customer experiences and influence loyalty. From the psychology of pricing strategies to the intricacies of product assortment and the impact of service quality, we...