Retail Gets Real

Retail is evolving at an incredible pace, but at its core, it still comes down to people. Michelle Wlazlo, brand CEO of JCPenney, joins Retail Gets Real to share her grounded and optimistic perspective on where the industry is headed and why the fundamentals of serving customers remain as important as ever.(00:00:00) A retail career shaped by customers(00:06:44) Why physical stores aren’t going anywhere(00:09:02) Reintroducing JCPenney to a new generation of customers(00:15:52) The forces reshaping retail right now(00:17:52) Career advice that changes how you lead and grow(00:19:54) What will and won’t change in the future of retail(00:22:24) The joy of shopping beyond just buyingThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Yes—JCPenney: Their Boldest Campaign Yet• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 393: How Bealls is shaping the next era of value shopping• 401: How Old Navy is building opportunity at scale

Retail stores remain powerful spaces for storytelling, connection and cultural relevance. José Raul Padron, design lead for the Hershey Experience at The Hershey Company, joins this episode of Retail Gets Real to share how thoughtful retail design transforms everyday shopping into memorable experiences. From immersive brand homes to viral product moments, he says physical retail continues to evolve in a digital-first world.(00:00:00) From chocolate legacy to retail design leadership(00:06:04) Why physical retail still matters in a digital world(00:11:17) Building immersive retail moments that capture culture(00:14:07) Where creative inspiration for retail design comes from(00:16:31) Inside the Hershey’s creative hub in Pennsylvania(00:17:49) Career advice for the next generation of retail creativesThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 394: Halloween trends: What’s driving record spending• 367: How Kraft Heinz deploys omnichannel strategies across emerging global markets

Leadership in retail today requires balancing innovation, culture and purpose. Mary Beth Laughton, president and CEO of REI Co-op, joins this episode of Retail Gets Real to share lessons from a career spanning some of the most influential brands in retail and explain how she is guiding REI into its next chapter. She discusses her career journey, the role of mentorship and how the co-op is evolving its strategy while staying rooted in its mission and values.(00:00:00) From consulting to leading iconic retail brands(00:05:51) Leveraging REI’s unique strengths for growth(00:07:37) Navigating culture at an 87-year-old retailer(00:09:25) REI’s strategy for the next chapter of growth(00:11:09) Turning strategy into action at REI(00:15:37) Leading retail in the age of AI(00:18:23) Keeping purpose at the center of the business(00:20:31) Building a culture that embraces change(00:24:01) The evolving future of retailThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 392: How Warby Parker is redefining retail and customer experience• 380: How Vera Bradley transformed a legacy brand

At a time when retail is being reshaped by technology, generational shifts and changing expectations around authenticity, understanding the consumer has never been more critical. Jennifer Yue, senior vice president of strategy and consumer insights at Coach and Tapestry, joins this episode of Retail Gets Real to share how deep listening and human-centered insight are driving growth at one of the world’s most iconic luxury brands.(00:00:00) From investment banking to consumer insight leadership(00:04:26) Why growth starts with the people who are not buying(00:08:40) Turning human insight into a competitive advantage(00:15:02) Why physical retail is becoming more important again(00:17:28) What keeps a long retail career exciting(00:19:22) The future of retail is both digital and deeply human(00:21:02) Why curiosity is a leadership advantage in retailThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 378: How Coach captivates consumers with visual storytelling• 401: How Old Navy is building opportunity at scale• 360: How Kendra Scott’s ‘fashion-for-philanthropy’ vision transforms communities

As retail continues to evolve at the intersection of technology and human connection, Jason Johnson, CIO of Sweetwater Sound, offers a compelling perspective on what it means to lead with both innovation and heart. On this episode of “Retail Gets Real,” Johnson discusses how Sweetwater has grown into one of the most distinctive retailers in the industry by treating technology not as a back-office function, but as a core driver of growth — especially with its team of more than 700 commissioned sales engineers building off the founder’s core mission of deeply personal service(00:00:00) Inside Sweetwater’s rock ‘n’ roll retail model(00:04:46) From Navy service to CIO leadership(00:11:10) Innovating at scale with AI and education(00:16:30) Bringing the in-store experience online(00:19:40) Leading with radical transparency and trust(00:23:12) Building a culture where people truly thrive(00:26:34) The future of retail in an AI-powered worldThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Visit sweetwater.com • Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 392: How Warby Parker is redefining retail and customer experience• 364: How BJ’s Wholesale Club leverages AI to serve its customers

Technology is reshaping the in-store experience, and Jake Neiman is helping retailers bring digital innovation into the physical world. The co-founder and CEO of BIG Digital joins Retail Gets Real to discuss how immersive kiosks, smart merchandising solutions, AI-powered interfaces and next-generation ePaper displays are transforming how customers engage with brands inside stores.(00:00:00) Powering live events with interactive kiosks(00:04:38) Building BIG Digital during a global shutdown(00:07:04) Bringing immersive technology onto the sales floor(00:11:26) What limits retailers from adopting new tech(00:12:56) What’s next for digital retail innovation(00:17:34) The future of retail belongs to immersive experiencesThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, the NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 399: Inside Retail’s Big Show: Innovation, AI and what’s coming next• 392: How Warby Parker is redefining retail and customer experience

Cassandra Napoli, head of marketing, events and culture forecasting at WGSN, returns to Retail Gets Real to explore what is changing in culture, technology and consumer behavior. Recorded live from NRF 2026: Retail’s Big Show in New York City, she discusses the evolving nature of human connection and what retailers can do to future-proof their businesses in a world shaped by uncertainty, fragmented identities and competing demands for attention.(00:00:00) When disruption reshapes the future overnight(00:04:25) How uncertainty is shaping the next consumer generation(00:07:35) Loneliness, community and the return of shared experiences(00:12:07) Why niche communities and creators are redefining influence(00:16:29) Where AI helps and where it hurts the retail experience(00:18:41) Why the next big disruption is going offline(00:23:49) How culture, entertainment and moments are driving what’s next(00:29:03) Rapid fire insights on media, habits and attentionThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, the NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 400: How retail navigated uncertainty and transformation in 2025• 374: Get ahead of the future of retail

Known for its bold brand, devoted fans and culture of innovation, Taco Bell continues to push the boundaries of what modern retail can be, blending human connection with digital transformation to create memorable experiences for both consumers and team members. Dane Mathews, global chief digital and technology officer at Taco Bell joins guest host David French of NRF for this wide-ranging conversation on innovation, leadership, and the evolving role of technology in retail, recorded live at NRF 2026: Retail’s Big Show in New York City.(00:00:00) From fandom to digital transformation(00:05:05) Turning loyalty into human connection(00:08:57) When AI changes the customer mindset(00:10:39) Scaling meaningful moments in 2026(00:13:55) Managing risk at the edge of innovation(00:16:53) Rethinking the human and technology equation(00:20:04) Leading with connection, curiosity and momentum(00:22:47) Why volatility is retail’s greatest opportunityThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 386: Inside Starbucks’ commitment to thriving communities• 358: How McDonald’s enhances customer engagement and loyalty

Retail is an industry built on people, emotion and constant reinvention, and few leaders embody that reality more fully than Ulta Beauty President and CEO Kecia Steelman. In this episode of Retail Gets Real recorded live from NRF 2026: Retail’s Big Show in New York City, Steelman explores her remarkable career journey, leadership philosophy and how she’s guiding the nation’s largest specialty beauty retailer through one of the most transformative moments in retail history.(00:00:00) From the sales floor to the CEO seat(00:05:48) How retail creates opportunity at every level(00:09:14) Why beauty retail is about emotion, not just products(00:12:52) Why the future of retail has no finish line(00:16:24) How culture drives performance at Ulta Beauty(00:19:28) How Ulta Beauty localizes a global brand(00:22:14) What retail needs more (and less) of right nowThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• 380: How Vera Bradley transformed a legacy brand• 376: How Target’s consumer-first strategy drives success

Ali Furman, a partner at PwC specializing in AI strategy for retailers, joins Barbara O’Beirne, Stripe's global head of industry and value consulting, to explore the rise of agentic AI at NRF 2026. They discuss how this next-gen AI can make decisions and transact, marking a structural shift in retail. Both emphasize the importance of brick-and-mortar adaptations as stores become more experiential, and share insights on navigating AI implementation and maintaining consumer trust in this evolving landscape.