69. Hamley's CXO, Paul Porter: "Consumers demand memorable experiences."
Join me as I sit down with Paul Porter, Global Chief Experience Officer at Hamleys, the world’s oldest and most iconic toy retailer, for a deep dive into the art of creating unforgettable in-store experiences. In this episode, we discuss how Hamleys has captivated generations of shoppers for 265 years, the magic behind its seven floors on London’s Regent Street, and the power of play in a digital world. Learn how Hamleys scales joy across 200 stores in 17 markets, why emotion and storytelling still beat one-click convenience, and what the future of experiential retail looks like. If you’re passionate about customer experience and retail innovation, this one’s for you.🔗 LINKS & RESOURCESExplore Hamleys: https://www.hamleys.comConnect with Paul Porter on LinkedIn: https://www.linkedin.com/in/paul‑porter‑cxoOFFBounds newsletter: https://offbounds.substack.com
----Sponsored by VTEX
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BONUS EPISODE: A Quick Fire Chat with Shoptalk's Ben Miller
Shoptalk Europe - https://shoptalkeurope.comOFFBounds listeners can get a discount using the codes below:🎟️ Retailers and Brands, use code RBOFFBO20 🎟️ General Attendees, use code GAOFFBO20AD: -----In this special BONUS episode of the OFFBounds podcast, host Paula Macaggi had a coffee chat with Ben Miller, VP of Original Content & Strategy at Shoptalk & Groceryshop, for a rapid-fire chat about the upcoming Shoptalk Europe 2025 in Barcelona. They discuss what makes this event the go-to destination for retail leaders, the biggest trends shaping the industry, and what attendees can expect as Shoptalk Europe brings together the brightest minds in commerce for game-changing conversations. Whether you’re a retail executive, tech innovator, or just passionate about the future of shopping, this episode offers a sneak peek into the ideas and innovations that will define the next era of retail.You can secure your tickets here:🎟️ Retailers and Brands, code RBOFFBO20 or https://lnkd.in/gC_uXBND🎟️ General Attendees, code GAOFFBO20 or https://lnkd.in/gn8KK8g5
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68. Ron Thurston's New Book: Human Pride
In this special episode recorded in London, bestselling author and retail leader Ron Thurston joins Paula Macaggi to launch his new book Human Pride—a bold call to embrace what makes us human in an age dominated by AI. They discuss how frontline retail, purpose-driven leadership, and personal pride are the real future-proofing tools in a changing job market. From multigenerational teams to algorithmic interviews, this episode is a masterclass in leading with heart and thriving in the digital era.You can buy your copy here!
----Sponsored by VTEX
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67. Selfridges' CTO, Ross Beaumont: “If you don’t notice the tech, that means it’s working.”
Step inside the yellow-bag world of Selfridges as host Paula Macaggi sits down with CTO Ross Beaumont to reveal how a 1906 department store stays at the cutting edge of luxury retail: from “Selfridges Unlocked” keys that trade spend for once-in-a-lifetime experiences, to ReSelfridges buy-back tech fuelling a circular economy, to AI that augments—never replaces—the human touch that turns shoppers into “Very Selfridges People.” Ross lifts the curtain on juggling million-square-foot store ops with next-day delivery, building product-led teams that fail fast but protect customer data, and he explains why he believes Selfridges is less a shop than a cultural destination. Tune in for candid leadership lessons, backstage innovation stories, and proof that confetti cannons, skateboard parks, and Rihanna collabs coexist with rock-solid engineering.
----Sponsored by VTEX
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66. Currys' COO, Lindsay Haselhurst: "Profit and purpose go hand in hand."
In this episode, I sit down with Lindsay Haselhurst, Chief Operating Officer at Currys, to unpack what it really takes to lead transformation at scale in one of the UK’s largest retailers. From navigating Brexit and pandemic-era supply chain chaos to pioneering innovation in re-commerce, 3D printing, and customer-centric operations, Lindsay shares a masterclass in operational excellence and people-first leadership. We dive into how Currys is building a culture of high performance and continuous improvement, why Right First Time is more than just a KPI, and how profit and purpose can (and must) go hand in hand. If you love a good leadership lesson, this episode is unmissable.Lindsay will be speaking at Shoptalk Europe, our partner for this Europe's Retail Evolution series, and you can get discounted tickets on the links below:🎟️ Retailers and Brands, code RBOFFBO20🎟️ General Attendees, code GAOFFBO20
----Sponsored by VTEX
OFFBounds is a podcast where commerce executives share their perspectives, successes, and lessons learned in their careers to inspire other global leaders in their journey and decision-making.Every week, the host Paula Macaggi meets industry leaders to discuss business strategies, careers, and leadership in one-on-one conversations challenging the limits of borders and boundaries.Paula unveils the person behind the leader and brings to her audience of commerce executives experiences to relate, motivate, and reflect on decisions that are shaping commerce.OFFBounds is the first podcast recorded in person with audio and video featuring executives in commerce from around the world.
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