The Seasonal Operator: Christmas and the Business of Seasonal Trade

In this episode of The Seasonal Operator, I sit down with Karl Narkiewicz, founder of Holly & Ivy — one of Australia’s leading suppliers of seasonal décor.

Karl shares the journey from starting with Christmas trees in a small pop-up store to building a recognised brand that services both retail and wholesale customers across the country.

What stands out in this conversation is how much of their growth comes back to two things: strong relationships and a clear brand.

We cover:
 – How Holly & Ivy identified gaps in the Australian market
 – The balance bet...

Customers don’t need an exact quote to get started.

But they do need a clear idea of what to expect.

And if they can’t find it… they won’t enquire.

In this episode, I’m breaking down why pricing clarity is one of the biggest opportunities in your business — especially for service providers, installers, and retailers in the seasonal space.

We look at how customers actually make decisions, why hidden or unclear pricing creates hesitation, and how simple changes can remove that friction and bring in better enquiries.

I also sha...

Customers don’t just buy products — they buy expectations.

And the moment your experience doesn’t match what you’ve promised, trust starts to slip.

In this episode, I’m unpacking why the gap between expectations and experience is one of the biggest opportunities in your business — especially for seasonal retailers, destination stores, and any business that is part of a customer’s day out, holiday, or special occasion.

I’m also sharing two real experiences — one at a cafe and one with Accor Plus — that highlight how quickly things can fall apart when what’s delivere...

Seasonal businesses often think of themselves as retailers or service providers.

But the most successful seasonal operators approach their business very differently.

They think like event companies.

In this episode of The Seasonal Operator: Christmas and the Business of Seasonal Trade, Nicole explores how creating moments, anticipation and limited opportunities can dramatically change how customers engage with seasonal businesses.

From opening day launches and themed product releases to preview nights and seasonal display resets, this episode explains how event thinking can drive excitement, repeat visits and stronger sales.

What does a serious Christmas collector actually look for when they walk into your store or land on your website?

In this episode of The Seasonal Operator Podcast, I sit down with Luke McKenzie — long-time Christmas enthusiast, collector and client — inside his extraordinary home display.

Luke and his partner Chris decorate both inside and out, with more than 40 trees, large-scale lighting installations, villages and evolving themes each year. But this conversation isn’t just about beautiful décor. It’s about buying behaviour.

We unpack:

What happens when a quarter of your annual revenue lands in just ten days?

For years, that was my reality. The last week of November and the first week of December determined whether the entire year was a success.

In this episode of The Seasonal Operator: Christmas and the Business of Seasonal Trade, I unpack the real risk of compressed seasonal revenue — and how to reduce that pressure without losing the excitement (and profitability) of peak.

We cover:

– Why relying on a short trading window is riskier than most oper...

n the Christmas industry, you don’t get endless chances to impress. You get one season. One install. One delivery window. One buying decision.

In this episode of The Seasonal Operator Podcast, I break down why testimonials are not optional for retailers, decorators, installers and wholesalers working in Christmas and seasonal trade.

We look at the numbers behind online reviews and why recent, relevant social proof directly impacts trust, pricing confidence and speed of decision-making. I also unpack why testimonials matter even more in an industry built on emotion, tight timeframes and significant seasonal spend.

In this episode of The Seasonal Operator Podcast, Nicole is joined by Jake Harlow from Jake Decorates for an honest conversation about the business behind Christmas decorating.

Jake shares how a lifelong love of Christmas, combined with a background in marketing and filmmaking, led him into professional Christmas styling. He talks through how the business has grown, what actually goes into creating high-end Christmas installs, and the less-visible work that sits behind the finished result — planning, prep, pricing and time management in a very short selling window.

The conversation explores what it’s like...

We’ve all seen the beautiful social posts coming out of the US gift fairs in January — Atlanta, Dallas and Las Vegas. In this episode, I break down what’s actually standing out beneath the scroll.

I’m sharing the early Christmas trends emerging for 2026, including colours, materials, styling elements and themes that are gaining momentum, along with a few looks that feel like they’re starting to soften or slow down.

This episode is designed to help seasonal operators start thinking ahead — not to lock decisions in, but to notice patterns early, spot opportunities for customer...

Welcome to the first episode of The Seasonal Operator Podcast.

In this episode, Nicole explains why the podcast has evolved from Customer Connect into a show dedicated to the business of Christmas and seasonal trade — and what you can expect going forward.

After years of working closely with Christmas and seasonal businesses, it became clear this industry has its own challenges, rhythms and pressures that deserve focused conversations and practical strategy. The Seasonal Operator is designed to support that reality.

Across future episodes, you’ll hear interviews with Christmas retailers, decorators, installers, suppliers and...

This final episode of the year is a chance to stop, take a breath and look at what actually shaped 2025 for independent retailers and service providers. I’m sharing the patterns I saw across client work, audits and conversations—what worked, what held businesses back and the areas that consistently created momentum.

We walk through the lessons worth carrying into 2026, the customer experience advantages independents must hold onto, and a real-life online shopping experience that reminded me exactly why human-led retail still wins. I’m also talking about the shift I saw this year in retailers finally allowi...

Stepping into the role of “leader” isn’t something most independent retailers plan for. It usually happens because the business grows, you hire someone, and suddenly the way you show up matters in a new way. In this conversation, Krista Williamson joins me again to talk about the parts of leadership we rarely discuss—why it feels uncomfortable, the habits that hold us back, and the skills that actually make a difference.

We dig into the moments that trip business owners up: wanting to be liked, trying to avoid hard conversations, doing instead of leading, oversharing with the team...

These days, small business owners have access to all the same types of tech that big brands use — but that doesn’t mean every tool is worth your time.

In this episode of The Customer Connect Podcast, I’m talking about how to pick the technology that actually helps your customer experience — and how to avoid the tools that just add more work to your day.

We’ll go through the tech that genuinely makes life easier for both you and your customers, what to watch out for before adding something new, and how to keep thing...

Christmas is coming fast, and for most small business owners it’s exciting — and a bit chaotic.

In this episode of The Customer Connect Podcast, I’m sharing six quick fixes you can make right now to get ready for Christmas trade — three for online stores and three for those of you running bricks-and-mortar.

They’re simple things that don’t take long but make a real difference to how your business runs and how your customers feel.

We’ll talk about how to:
 • Improve your top product listings online so they actually convert<...

In this episode of Customer Connect, Nicole walks through two real website pop-ups targeting email sign-ups. One brand makes it simple and wins the sale. The other adds friction and loses the customer. You’ll learn what creates a seamless experience, how to build your email list without annoying people, and why customers walk away when the sign-up process asks for too much. Perfect for independent retailers looking to increase conversions without discounting.

Instagram: @theretailmarketers
Website: theretailmarketers.com
YouTube Channel: https://www.youtube.com/@theseasonaloperator

In this Seasonal Business Operator bonus episode of the Customer Connect Podcast, Nicole dives into one of the smartest—and sweetest—seasonal marketing strategies ever created: Ben & Jerry’s Free Cone Day. What began as a small thank-you event for local customers has become a 46-year tradition that continues to attract crowds, media coverage, and customer loyalty across the globe.

This episode isn’t about ice cream—it’s about strategy. Nicole unpacks how one free event became a marketing powerhouse that reconnects locals, builds community, and sets the tone for every upcoming season. She...

In this episode of the Customer Connect Podcast, Nicole sits down with business and mindset coach Krista Williamson—a former retailer turned coach—to talk about the everyday habits that quietly hold business owners back. Together they unpack why so many of us avoid the tasks we know will move our business forward, and how small mindset and routine shifts can make the difference between constant overwhelm and genuine progress.

Krista shares insights from her 20 years in retail and her five years coaching business owners who feel stretched, overworked, and stuck. They explore the psychology behi...

Customers don’t stop shopping with you because your products aren’t good — they stop because something in the process makes it too hard.

In this episode, we look at friction — the small frustrations that quietly cost you sales.
 It might be a slow website, unclear pricing, a checkout that takes too long, or a customer walking in and not being greeted. These are simple problems to fix once you notice them.

We’ll talk through how to spot friction in your store and online, what to do to remove it, and how small improvement...

In this episode of the Customer Connect Podcast, Nicole Keleher breaks down how to win Black Friday without losing your margins or your sanity. With everyone racing to the bottom on discounts, she shares a smarter, experience-led approach that builds profit and loyalty — not just sales. Nicole walks through her Offer Ladder Framework, showing you how to plan deals that attract customers, grow your basket size, and strengthen your brand. You’ll also learn practical in-store and online tips to streamline service, boost database sign-ups, and create an experience that makes shoppers want to return long after the sale ends...

Standing out from the competition isn’t about louder ads or fancier packaging — it’s about building real connections with your customers. In this episode of Customer Connect, Nicole shares how she used Bonjoro, a simple video messaging tool, to create personal moments that built trust, boosted repeat sales, and delivered standout customer experiences.

This is not a sponsored episode and Nicole is not affiliated with Bonjoro. It’s simply a practical example of how personal video messages can strengthen your customer experience strategy.

You’ll hear ways to use video messages before and after a sale, in...

In this Seasonal Business Operator bonus episode of the Customer Connect Podcast, Nicole dives into one of the smartest—and sweetest—seasonal marketing strategies ever created: Ben & Jerry’s Free Cone Day. What began as a small thank-you event for local customers has become a 46-year tradition that continues to attract crowds, media coverage, and customer loyalty across the globe.

This episode isn’t about ice cream—it’s about strategy. Nicole unpacks how one free event became a marketing powerhouse that reconnects locals, builds community, and sets the tone for every upcoming season. She...

Experience Wins is all about simple but powerful customer experience ideas that any retail, hospitality, or service business can put into practice. 

In this episode of the Customer Connect Podcast, Nicole shares real-life examples designed to spark ideas you can adapt in your own business. 

These episodes prove that connection doesn’t need to be complicated or costly — small, thoughtful touches can strengthen loyalty, set you apart from competitors, and drive long-term growth.

Instagram: @theretailmarketers
Website: theretailmarketers.com
YouTube Channel: https://www.youtube.com/@theseasonaloperator

In this episode of the Customer Connect Podcast, I dive into one of the most common questions seasonal business owners face: should you add a complementary product or even launch a second business to smooth out the quieter months? 

On the surface it sounds logical, but in reality it can add more complexity than profit. I share my own experience of running a Christmas retail store alongside a party supply business, the pitfalls I discovered, and the key questions you need to ask before heading down that road. 

Sometimes the smartest strategy isn’t adding more...

Email is more than a sales tool—it’s a customer experience strategy. In this episode of the Customer Connect Podcast, Nicole Keleher shares how to stay consistent with email marketing and why segmentation turns a simple newsletter into a powerful driver of trust and sales. You’ll hear practical tips on setting up a welcome email, batching content, resending unopened campaigns, and creating targeted messages that actually get opened. If you’ve been sending emails on and off or avoiding them altogether, this episode will show you how regular, relevant communication keeps customers engaged and buying.

Ins...

Email isn’t just another marketing tool—it’s the most reliable way to connect with your customers. In this episode of the Customer Connect Podcast, Nicole Keleher dives into why email delivers stronger results than social media, practical incentives to grow your list, and simple ways to collect signups in-store and online. If you’ve been putting email in the “too hard” basket, this is your reminder that it’s one of the most profitable customer experience strategies you can use.

Follow @theretailmarketers for more practical customer experience tips for your business.

Instagram: @theretailmarketers
Website: t...

The busiest quarter of the year is here, and before you spend money on ads or boosted posts, it’s worth asking: is your website actually ready to convert? In this episode of the Customer Connect Podcast, I walk you through the simple website tweaks that can dramatically improve customer experience and sales. 

Your website is often the first impression customers get of your business. With 76% of shoppers checking online before visiting a store, even the smallest issues—like broken links, slow load times, or unclear product pages—can cost you sales. I share exactly what to...

In this episode of Customer Connect, I’m joined by Victoria Christofa from House2Home Moorebank, a family-run homewares store in Sydney that has built its reputation on creating memorable customer experiences.

Victoria shares the story of her family’s 18-year retail journey, highlighting the store’s continued evolution and growth into a destination that attracts customers from across the country—especially during their famous Easter and Christmas displays. We talk about how House2Home has turned customer connection into a competitive advantage through community events, ever-changing visual merchandising, and the “wow” factors that keep sh...

The Customer Connect Podcast now includes an extra monthly episode designed just for seasonal business operators. These episodes focus on the unique challenges of trading in short bursts and making the most of your peak periods.

Seasonal operators include:

With 17 years running her own seasonal retail business, host Nicole Keleher shares practical ways to manage cash flow, prepare your team, and—most importantly—deliver a standout customer exper...

Welcome to the first episode of Experience Wins, a new monthly series on the Customer Connect podcast. In each instalment, Nicole shares practical customer experience ideas drawn from real businesses across different industries. These are not abstract theories, but examples you can adapt in your own store, service, or team. The focus is on simple touches that create stronger connections, keep customers coming back, and build long-term value for your business. For simple, light bulb ideas you can use in your business, listen along.

Instagram: @theretailmarketers
Website: theretailmarketers.com
YouTube Channel: https://www.youtube.com...

Did you know 84% of customers say they’re more likely to shop somewhere that “feels festive” rather than one that doesn’t (NRF 2023)? Creating a Christmas display doesn’t have to be costly or complicated, yet it can make a real difference to how customers feel in your space — and how much they spend.

In this episode of Customer Connect, Nicole shares practical, affordable ways to bring the festive season into your business. From fairy lights and wreaths to slimline Christmas trees, garlands, poinsettias and small display ideas, you’ll learn how to create maximum impact without...

What can small business owners really learn from Disney about customer experience? In this episode of Customer Connect, I’m joined by Vance Morris — a former Disney leader turned entrepreneur — to explore how the systems and “wow” moments that make Disney famous can be used in any retail or service business.

Vance shares how to create simple systems that free up your time, design moments that customers can’t help but talk about, and avoid the common service gap where most businesses believe they deliver great service but customers don’t agree. We also dive into Disney’s idea of “pluss...

We’ve reached 100 episodes, and it feels like the perfect time to refine the focus of the Retail Success Series. 

In this episode, I’m sharing why customer experience is the one thing competitors can’t copy, how it drives repeat business, and why every marketing decision should tie back to it. 

I’ll also give you a first look at my new Retail Experience course, created to help you turn great customer experience into profit. And as a thank you for listening, there’s a little something inside the episode to make joining even easier.

In this 99th episode of the Retail Success Series, I'm sharing five of my favourite episodes so far — and why I think they’re worth revisiting.

This is a curated list of episodes packed with practical conversations, useful marketing advice, and simple shifts in thinking that can make a real impact on your retail business.

You’ll hear:

These fi...

As business owners, we often get caught up in the day‑to‑day — marketing, buying, admin — and forget what it feels like to be on the other side of the counter. In this short KISS (Keep It Simple Series) episode, I’m asking you to put yourself back in the role of a customer and use those experiences to improve your own business.

You’ll reflect on the retailers you love buying from and pinpoint exactly what keeps you coming back — whether it’s their service, product range, ease of purchase, or the way they make you feel valued. The...

In this episode of The Retail Success Series, we’re joined by Sally Oulton, a multi-brand retail entrepreneur and founder of Coastal Vintage, Coast Imports, and SallyO.co. From humble beginnings selling vintage pieces out of her garage to running three thriving businesses including Bali sourcing tours for interior lovers—Sally shares her incredible journey of scaling with purpose.

We dive into:

Independent retailers often feel overwhelmed by social media—but it doesn’t have to be so hard. In this episode of the Retail Success Series, Nicole shares key takeaways from her longer conversation with social media specialist Catherine Russo (originally aired in episode 95), offering easy, low-stress ways to stay visible on Instagram.

From removing the pressure of the “perfect feed” to making it easier to outsource or get help with your account, these are the practical tips retailers need to hear. You’ll learn why showing your face matters (even just a little), why it’s okay to skip the...

Struggling to keep up with social media in 2025? You’re not alone. In this episode of The Retail Success Series, I chat with Catherine Russo, founder of Hashtag & Co, about how time-poor business owners can finally show up online with confidence and without the overwhelm.

You’ll learn how to simplify your social media marketing strategy, the real reason Instagram Reels outperform posts, and why hashtags no longer work. Catherine also shares tips on how to plan content without spreadsheets, repurpose what you’ve already created, and use Instagram Stories and Reels to boost engagement and visibility.

P...

Uber has just launched in-store pickup in Australia, which has been available to overseas markets for a little while.  It’s a move that could benefit independent retailers more than you think.

In this episode of the Retail Success Series, I explain how Uber’s new service works, what you need to do to support it in-store or online, and why this could be a smart way to offer express delivery without the overheads.

We cover:
- How the Uber in-store pickup process works
- What you’ll need to update in your click...

In this episode of the Retail Success Series, I’m diving into one of the most powerful and underrated tools for growing your business: personalisation.

I’m not talking about anything overly technical or hard to manage. Whether you’re just starting out with a notepad or you’re ready to explore simple automations, I’ll walk you through practical strategies that work at every level.

I’ll share:

I was reading The Age when I came across an article about a café that rents out its space in the evenings to a taco pop-up — same location, new business model at night. And it got me thinking: could more independent retailers be using their space this creatively?

In this episode of the Retail Success Series, I'm talking through real-world, cost-cutting ideas for bricks-and-mortar store owners who are tired of watching their rent chew up the profits.

From setting up paid pop-up spots in your store… to collaborating with e-commerce brands who want to test in-pe...