The Retail Tea Break

In the latest episode of The Retail Tea Break, I’m joined by the Group CFO of Holland & Barrett to explore what happens when finance leadership truly puts the customer first. Vineta Bajaj’s career spans high-growth, tech-led businesses including Ocado and Rohlik Group. She brings a fresh perspective to the CFO role, one that goes far beyond traditional metrics and into customer experience, culture and long-term value.
From scaling online grocery operations to transforming physical retail into community wellness hubs, we explore why stores still matter. We also discuss the role of culture in driving performance and why engaged teams are critical to long-term commercial success.
Together, this conversation offers a clear and practical view of what modern retail leadership really looks like. A must-listen for anyone leading, or aspiring to lead, in modern retail.
Episode Highlights
Why customer experience should drive business decisions, even in finance
What it really takes to scale fast-growth, multi-market retail businesses
How culture and employee experience directly impact performance
The shift towards Holland & Barrett stores as community-led wellness hubs
How technology, data and personalisation are reshaping retail
Finding the balance between digital growth and human connection in-store

Connect with Vineta via her website: www.vinetabajaj.com
Visit www.hollandandbarrett.com
This episode is brought to you by SCAYLE! The enterprise commerce platform empowering B2C brands and retailers to easily create outstanding customer experiences. It provides an intuitive, seamless feature set, which can be flexibly extended via API. Brands like Levi’s®, Harrods, Manchester United and Deichmann choose SCAYLE to accelerate innovations and drive growth. For more information, check out www.scayle.com

In this episode of The Retail Tea Break Podcast, Melissa is joined by Steve Lister. The sustainability consultant has over 20 years’ experience working with some of the world’s biggest retail brands.
Known for his straight-talking approach, Steve lifts the lid on what’s really happening behind the scenes in retail sustainability. From the hidden inefficiencies driving waste, to the disconnect between head office decisions and in-store reality, this conversation challenges the narratives the industry is often reluctant to confront.
Looking ahead, Steve also shares what’s coming next; including the impact of new legislation and why the future of sustainability in retail will be defined less by messaging and more by how effectively businesses actually operate.
Key Discussion Points:
Why up to 40% of retail displays never reach the shop floor and what that reveals about execution
The true scale of in-store waste and packaging disposal and the cost retailers carry behind the scenes
The disconnect between design, head office strategy and operational reality in stores
How upcoming Packaging and Packaging Waste Regulation legislation (2026) will force major changes in packaging and retail practices
The gap between what customers say about sustainability and how they actually shop
Why the future of retail sustainability will be driven by operational excellence, not marketing claims

Check out www.stevelister.com
This episode is brought to you by SmartGifty, the modular digital platform connecting gift cards, loyalty and data into one experience layer. It is used by destinations, shopping centres and retail chains to personalise customer journeys, gain behavioural insight and treat customers as guests rather than transactions. Check out www.smartgifty.com

In the latest episode of The Retail Tea Break, Melissa is joined by Nick Harbaugh. The retail project management leader has more than 35 years of experience in commercial construction and large-scale store rollouts. He founded Retail Marketing Services and went on to lead international programs for major global brands, delivering complex retail execution across hundreds of locations and multiple countries.
Now based in Costa Rica and known as The Retail Nomad, Nick shares his global perspective on brick-and-mortar retail, operational discipline and what it truly takes to deliver projects at scale.
Key Discussion Points
Managing store rollouts across 600+ locations in 15 countries
The importance of cross-department collaboration between marketing, construction and operations
Why strong project management protects timelines, budgets and client relationships
Cost control, scope clarity, and knowing when to walk away from the wrong projects
Relationship-driven business development and long-term networking strategies
Life in Costa Rica and building The Retail Nomad brand!

Check out The Retail Nomad: https://www.youtube.com/@theretailnomad
This episode is brought to you by SmartGifty, the modular digital platform connecting gift cards, loyalty and data into one experience layer. It is used by destinations, shopping centres and retail chains to personalise customer journeys, gain behavioural insight and treat customers as guests rather than transactions. Check out www.smartgifty.com

This episode of The Retail Tea Break was recorded at the fabulous press event for this year's Retail Technology Show. It brings together three powerhouse voices from across retail technology and digital transformation:
Meriel Neighbour, Director of Technology at River Island
Will Lockie, Global Digital Director at Noble Panacea
Ana Machado da Silva, VP Digital Product at Pentland Brands
Matt Bradley, Event Director at Retail Technology Show

From large-scale transformation journeys to the reality of MACH architecture, evolving loyalty strategies and aligning tech with brand and people, this is a grounded, insight-rich conversation on what actually drives success in modern retail.
If you're navigating legacy systems, AI hype, or digital change fatigue this one’s essential listening.
Key Takeaways
Transformation is holistic, not just tech
MACH enables speed, agility, and seamless journeys
Loyalty must move from discounts to relationships
Tech should be invisible but powerful
Legacy systems fail when they limit customer experience
People, not platforms determine transformation success

You can hear more from today’s guests and episode sponsor SmartGifty at Retail Technology Show!
Links & Resources
Retail Technology Show: 22–23 April, London ExCeL
Registration link: Retail Technology Show - Feel the Beat of Retail here
This episode is brought to you by SmartGifty, the modular digital platform connecting gift cards, loyalty and data into one experience layer. It is used by destinations, shopping centres and retail chains to personalise customer journeys, gain behavioural insight and treat customers as guests rather than transactions. Check out www.smartgifty.com Founder Jurij Triller will be at Retail Technology Show, connect with him Jurij Triller | LinkedIn and arrange your meeting today!

Melissa is joined by Edel McSorley, Operations Director at Mr. Price Branded Bargains, to explore how inclusive leadership is driving performance in modern retail.
With over 25 years of experience in retail operations and change management, Edel shares how a strengths-based, human-first approach has shaped a culture where employees feel valued, supported and empowered to grow.
Episode Highlights:
How inclusive retail leadership improves productivity and customer experience
Using strengths-based management in retail that focuses on employee capability rather than limitations
Moving from policy-driven HR to a human-first workplace culture
The impact of programmes like Women at Work and Tribe on employee confidence and retention
Retail employee retention strategies; early engagement, mentorship and confidence-building
Creating psychological safety in store environments

This episode is a masterclass in diversity and inclusion in retail; showing how DEI, employee engagement, and strengths-based management directly impact retention, growth and commercial success.
This episode is brought to you by SmartGifty, the modular digital platform connecting gift cards, loyalty and data into one experience layer. It is used by destinations, shopping centres and retail chains to personalise customer journeys, gain behavioural insight and treat customers as guests rather than transactions. Check out www.smartgifty.com