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PODCAST: Stores: The Next Generation - LUSH
16 February 2021

Welcome to Stores: The Next Generation, a new six-part podcast series produced in partnership with Critizr, which provides retailers with a solution to engage, understand, and build loyalty with local customers. In this series we examine the future for physical retail in the post-pandemic world.

We will talk to major retailers and experts in store design and technology to discuss the role of the physical store and how it will change along with major shifts in consumer behaviour, which will result in us shopping more consciously, more carefully and more locally.

Critizr has produced a spotlight report for the Fashion and Beauty market, called The New Retail Journey, that can be downloaded here and the findings of this report have driven the content of these podcasts.

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What can we learn from LUSH?


In the first episode in this series Lauretta Roberts Editor in Chief of speaks to Claire Constantine, global retail director, and Sandra Byrne, Liverpool store manager at British-based, ethical beauty retailer Lush.

LUSH is a perfect example of a global brand that acts local. Its stores are located in neighbourhoods where the brand becomes embedded in the community. The company leverages the local know-how of its store managers, such as Sandra, to inform the individual strategies of each its stores and to advise the business on local engagement activities. As you will her having an expert on the ground such as Sandra has meant that Liverpool is now home to the world’s largest Lush store.

We talk about how the business has fared during lockdown, how it has innovated (with services such as delivery from local stores) to adapt to the new market conditions and how it plans to further engage with its customer base when its stores are able to open one again.


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