Deep dive conversations with industry leaders exploring the latest trends, technologies, and strategies shaping the future of retail. Hosted by entrepreneur and sales leader Jamie Hamer (Co-Founder, Loxa).
Lee Pettman-Felss, Ocado & B&Q, on Why Automation in Retail Is So Hard
Lee Pettman-Felss (https://www.linkedin.com/in/lee-pettman-felss-80ab4a23/) has worked on fulfilment from both ends: Ocado Group, where machines do the picking, and now B&Q, where more than 300 shops do it instead. He joins us in a personal capacity, which is what makes this the unguarded version: why automation is bloody hard, what fast delivery actually costs, and the quick fix still holding up a retailer a decade later.
In this episode, host Jamie Hamer (https://www.linkedin.com/in/jamie-hamer/) sits down with Lee Pettman-Felss for a plain explanation of how an online order really reaches a customer, and why a business selling everything from a box of screws to a full kitchen has to run several delivery networks at once. You’ll hear why he thinks automation is bloody hard and vital at the same time, and about the systems spun up to last a few months that were still load-bearing ten years later. They get into the rapid delivery partnership he expected to be a stop-gap that turned out to reach customers B&Q’s own platforms don’t, who ends up paying the fuel surcharge when the oil price moves, why returns run against the grain of a business built to sell, and the under-two-hour trade delivery service he took from seven shops to 124. It’s an operator-led look at the part of retail customers never see.
20 Oct 2026
David Hicks, TribeCX, on Retail’s Emotional Goals and Proving They Pay
David Hicks (https://www.linkedin.com/in/davidhicksxmcoach/) has spent forty years connecting how customers feel to what they spend. Not the sentiment, the money: whether a better experience moved cost, margin or sales, and whether anyone in finance believed it. He ran marketing and strategy at Royal Mail, spent around twelve years building and running a global customer experience consultancy, and now coaches experience teams through TribeCX (https://www.linkedin.com/company/tribecx/).
David joins host Jamie Hamer (https://www.linkedin.com/in/jamie-hamer/) to talk about why customer experience roles are disappearing across retail, and he is blunt about the cause. A role that cannot show the line to cost, margin or sales was always exposed, and not building that evidence lets your team down. He works through how an organisation lands on three or four emotional goals and then executes them everywhere, drawing on a session with the RNLI, a bank experience lead running five priorities on what she called the stationery cupboard, and the prepaid postcard Harley Davidson tucks under every saddle.
Also covered: who answers for the customer when a concession makes the sale, what delivery choice does to abandoned baskets, where aftercare sits for a retailer that wants it to build trust, what AI is and is not doing in service work, and the metric he would ban tomorrow.
For retail and ecommerce leaders who have to justify what experience work is worth. Full transcript at retailisdetailpodcast.com (https://loxacover.com/podcast).
12 Oct 2026
Ceri Griffiths, Super Payments, on the Checkout Playbook for UK Retailers
Ceri Griffiths (https://www.linkedin.com/in/ceri-griffiths/) took a job debt collecting in South Wales in 2002 and stayed the best part of a decade. He then spent the rest of his career selling the product he used to recover, through V12, Close Brothers, Klarna, Zip and Zopa, and now sells payments at Super Payments (https://www.superpayments.com/gb/?utm_source=google&utm_medium=cpc&utm_campaign=Brand&gad_source=1&gad_campaignid=17940698312&gbraid=0AAAAAouBgKzc-GamJSj8M43cbKNDwlvmI&gclid=CjwKCAjwirLWBhBBEiwAlItbElWti9bcVG3q6iEhmnMKyY24OxGG3-H4GDfZNeOp667C_aL8pNJ3GhoCicQQAvD_BwE).
He joins host Jamie Hamer (https://www.linkedin.com/in/jamie-hamer/) to explain what actually separates one lender from another, why large merchants run a second one to catch the customers the first declines, and what most of a checkout really runs on. He is candid on where the cost lands when processing is advertised as free, on who actually misses payments, and on what a processing statement is built to hide.
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