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 allowing themselves support, and why that mindset is going to matter even more next year.

To wrap up, I outline the priorities that will set you up well for January and February, so you can walk into 2026 clearer and more focused.

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

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, and hiring people but not really letting go. Krista also explains the difference between coaching a team member and realising you’ve simply hired the wrong fit, plus what “steady leadership” looks like on the tough days.

We finish by connecting it back to customer experience—because if expectations aren’t clear for your team, the customer feels it. This episode is practical, honest, and full of examples from two retailers who learned leadership the long way.

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

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 things feeling human even when you’re automating.

You’ll hear some real examples of what works, what doesn’t, and a few simple ways to improve your systems without needing a big budget or a big team.

And at the end, I’ll share one easy thing you can do this week to start improving the experience for your customers straight away.

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