RetailCraft 25 - "Never the same again" - Stephen Langford of Marks and Spencer

07/28/21 • 25 min

RetailCraft - digital retail, ecommerce and brands - Retail Podcast

After a number of attempts with our online studio system, we managed at last to catch up with Stephen Langford, Director of Ecommerce at Marks & Spencer. We appreciated his patience as we tried to connect and we benefitted from a wide-ranging discussion with him about e-commerce and the changes at the heart of M&S - an organisation that's simultaneously a permanent innovator and a national institution.

We trace Stephen's background - starting at Tesco, M&S, George, Asda... and now back to M&S. A 'boomerang' as he calls it!

Digital is clearly at the heart of the transformation plans at M&S, with support from the board, CEO and Chair. We learn how this process of renewal and focus is a step beyond the transformation around a decade ago, where M&S launched their 'dot com' commitment, and signalled their capability with a major platform, investment in a cutting edge DC and a talented team. It was the fruit of this work that saw M&S featuring in the RXUK Elite rankings of the Top500. However, Stephen notes that time and technology move on and that a new, renewed phase is underway. He cites the internal mantra of progress - "never the same again" - in recognition that as the world changes so do the capabilities and approaches necessary for success.

Along the way we touch on COVID, skills, projects, selling other brands and the M&S customer.

Run time: 26 minutes

INFORMATION:

Stephen Langford: https://www.linkedin.com/in/stephen-langford-b388113/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal)

We trace Stephen's background - starting at Tesco, M&S, George, Asda... and now back to M&S. A 'boomerang' as he calls it!

Along the way we touch on COVID, skills, projects, selling other brands and the M&S customer.

Run time: 26 minutes

INFORMATION:

Stephen Langford: https://www.linkedin.com/in/stephen-langford-b388113/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal)

Previous Episode

RetailCraft 24 - "Partners are a key part of our strategy" - Chris Conway of the Coop

Our first episode of 2021 continues our Grocery theme, with this in-depth and wide-ranging conversation with Chris Conway, eCommerce Director at the Coop.

We had recently interviewed Chris for our Grocery Innovation Report (https://internetretailing.net/groceryinnovation2021) and couldn't wait to bring his insights to life on the podcast. Sadly, the gremlins of the internet decided we'd had too easy a run over the last year and so it took several attempts, many disconnections, much patience and a fair wind to get this episode on 'tape'. Massive thanks to Chris for his humour and perseverance! Jamie and I were desperate to ensure that we (re)covered the same topics so that nothing was lost!

We hear about the Coop's response to COVID and how their existing plans were accelerated by the pandemic. Chris paints a clear picture of the values at the centre of the business, as well as key behaviours like partnership, openness and flexibility that have created an opportunity for the Coop's food business. Following on from our interview with Chris Poad of Tesco we can see that the Coop's path started in a different place and follows a different trajectory - yet equally innovative and illustrating why the UK's grocery sector is so varied and dynamic.

In conversation we cover their roll-out with Deliveroo and other local distribution partners, their blending working and hyper-local approach, the injunction from the CEO to be the "Transformer in Chief" and how partnership is a way of doing business.

Run time: 39 minutes

INFORMATION:

Chris Conway: https://www.linkedin.com/in/chris-conway-76ba2b19/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/p/CLGv5-JpCSU/)

Next Episode

RetailCraft 26 - ”Let‘s get comfy” - Constanze Freienstein of Lands‘ End

In the digital studio for this episode we followed the path of comfortable word-at-home wear to one of the original pioneers of relaxed clothing - none other than Lands' End, with their strapline of "Let's get comfy".

Initially visible in the UK via their catalogues and direct to consumer advertising, we hear from Constanze Freienstein, Managing Director, Europe, about the digital growth of the brand.

We touch upon product development via sustainability, cashmere, social engagement and the 'comfort fund' - how the whole team work for inclusion and social good.

You can see more about Lands' End's sustainability approach here: https://www.landsend.co.uk/Resources/co/Sustainability.html

Constanze was recently interviewed by Chloe Rigby on InternetRetailing (https://internetretailing.net/interviews/interview-how-lands-end-helped-customers-get-comfy-online-in-a-challenging-year) and there's a case study on Lands' End in the 2021 RetailX European Top1000 (https://internetretailing.net/top500-reports/annual-reports/the-2021-retailx-europe-top1000)

Run time: 34 minutes

INFORMATION:

Constanze Freienstein: https://www.linkedin.com/in/constanze-freienstein-6194752/

Ian Jindal: www.linkedin.com/in/ianjindal/ and www.twitter.com/ianjindal

Jamie Merrick: https://www.linkedin.com/in/jamiemerrick/

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (https://www.instagram.com/ianjindal )