In this episode of the Resilient Retail Game Plan, I’m joined by Shopify web design expert Pip Hounslow for a deep dive into website conversion rates.

We chat about what’s considered “normal”, why your conversion rate might be lower than you’d expect, and the small tweaks that can make a big difference to your sales.

Pip also shares tips on improving your add-to-basket button, ensuring your website works beautifully on mobile, and why your founder story could be the key to connecting with customers.

Whether you’re on Shopify or another platform, you’ll come away with practical ideas to help your product-based business convert more visitors into buyers.

It’s no secret I’m a big fan of Bird & Blend, so chatting with co-founder Mike Turner at Retail ROAR was a real treat. From a single market stall to 25+ shops across the UK, Mike and his co-founder Krisi have built something truly unique.

In this episode—a sneak peek from our Retail ROAR 2025 summit—Mike shares how Bird & Blend grew from iced tea samples and hand-packed blends into a beloved national brand, all while staying people-focused and rooted in community.

We cover:

• What “experiential retail” actually looks like (and what it doesn’t)

• How thinking omnichannel from day one set them up for growth

• The joy of unexpected blends (think rhubarb and custard tea!)

• Using crowdfunding, customer feedback, and team ideas to scale

• Why real loyalty comes from inclusion—not discounts

Whether you’re planning your first shop, growing your brand, or simply after a dose of retail inspiration—this one’s worth a listen.

🎟️ Want more content like this? Get on the waitlist for Retail ROAR 2026!

What if your next sale is hiding in your Instagram comments? This week on the podcast, I’m diving into social listening and social care with the brilliant Brooke Sellas, founder of B Squared Media and host of the Social Media CX Podcast.

We get into the real reason you need to respond to those “Do you ship to ___?” questions—and how your answers could be the tipping point for someone making a purchase.

Brooke shares practical, no-cost ways small business owners can start using social media conversations to reduce churn, support sales, and improve customer experience (without hiring a whole new team).

If you’re feeling overwhelmed by all things social, this episode is packed with human-first strategies you can actually use.

🔗 Mentioned in This Episode:

• B Squared Media

• Brooke’s new LinkedIn Learning course

Let me know what stood out to you from this episode over on Instagram @resilientretailclub!

Don’t forget to rate, review, and subscribe—and tag me when you’re listening!

Timestamps:

[00:00:00] What your customers say that you might be overlooking

[00:03:32] What social listening actually means

[00:05:46] Gen Z and millennials shop differently—here’s how

[00:07:56] People expect replies outside of 9-5. Now what?

[00:10:32] The questions buyers are asking that you might be overlooking

[00:11:46] Social listening that drives sales

[00:13:41] What to do with negative feedback

[00:17:20] A real-world example of social listening driving sales

[00:20:19] Your competitors reviews are full of clues

[00:22:23] The free focus group you’re probably not using

[00:24:00] One simple way to start social listening

If managing your stock feels like a total guessing game, you’re not alone. And it’s not your fault. In this episode, I’m breaking down why so many product business owners feel completely overwhelmed by stock decisions and what you can start doing about it.

We’re talking about:

• Why “gut instinct” isn’t a stock strategy
  
  

• The silent cost of overbuying (or underbuying) stock
  
  

• How to break out of the cash flow hamster wheel
  
  

And if this hits home for you, I’ve got something that will help…

🎉 Join me for a free talk on Monday, 16th June at 10:00 AM. It’s called Stop Letting Stock Eat Your Profit. In this free session, I’ll show you three quick fixes that can immediately help you feel more in control of your stock.

👉 https://futureretail.lpages.co/stop-stock-eating-profit/

Resources

Book: Tame Your Tiger

Webinar: Stop Letting Stock Eat Your Profit

Get a look at how one founder built a product business with staying power. This episode is a sneak peek into Retail ROAR, my free annual virtual summit for product business owners.

I’m joined by Claire Burrows, founder of Air & Grace. She shares how she built a values-led footwear brand known for comfort, quality, and loyal customers.

We talk about manufacturing setbacks, staying close to your customer, and why refusing to compromise on quality can fuel your long-term growth.

If you’d like early access to the next Retail ROAR, you can sign up here to be the first to know when it opens.

[02:18] The “wardrobe of regret” moment that sparked her mission

[06:38] How Claire overcame early manufacturing setbacks

[08:14] Why face-to-face customer feedback shaped her direction

[10:37] How one customer request turned into half the product line

[14:06] Claire's most memorable pinch-me moments in business

[14:51] How she secured early investment in the business

[17:09] The financial realities of managing your cash flow

[18:39] Why strong supplier relationships matter

Resources:

Get Early Access to ROAR 2026

Air & Grace

Storytelling gets talked about a lot, but what does it actually look like day to day?

With AI-generated content flooding our feeds, original stories are more powerful than ever. Today, Char Dixon is here to tell us why.

Char spent two decades in marketing for major retailers before shifting her focus to small businesses. Now she helps founders find their voice and share their stories in a way that feels natural, not forced.

We talk about how to make your content feel more like a conversation, why your behind-the-scenes moments are more valuable than you think, and how to stop overthinking your posts and start sharing what’s already happening in your business.

If you’ve been second-guessing your content or feeling stuck on what to say, this advice might just help you get out of your own way.

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Grab your essential FREE guide - How to clear excess stock without damaging your brand.

What do you do when your business looks like a success, but doesn’t feel like one?

Katie Glickman started Bibbilyboo after struggling to find a bib that worked for her own child. What began with a sewing machine at the kitchen table grew into an award-winning business, with over 64,000 bibs sold and stockists across the UK, including the country’s largest baby store.

But success doesn’t always feel the way we expect it to. After years of sewing, scaling, and saying yes to every opportunity, Katie hit a point where the business felt more draining than energising. She was navigating a factory partnership, juggling cash flow, and questioning what came next.

That’s when she joined Retail By Design. She shares what happens when your shop reaches a transition point—and how she reconnected with her purpose and started enjoying her business again.

[01:35] The everyday parenting struggle that sparked a business idea

[07:48] The biggest pinch-me moments in business

[10:43] Why joining Retail By Design felt like the right next step

[14:32] What it looks like to grow and evolve in your business

[17:48] How Katie stopped second-guessing her stock decisions

[19:57] How she reconnected with the parts of the business that bring her joy

Resources:

Bibbilyboo

Retail By Design

As a product business owner, taking time off can feel like a luxury you simply can’t afford. There’s always something that needs your attention—customers, orders, stock, marketing. The idea of stepping away can feel more stressful than restful.

In this special 250th episode, I’m sharing a rare behind-the-scenes look at my own business. Last month, I took three separate trips, and it made me reflect on what success really means. Yes, turnover matters. But so does the ability to take a proper break without everything falling apart.

Although I run a service-based business, I’ve worked with hundreds of indie retailers over the years, and I realize how difficult it is to carve out that space.

If stepping back feels impossible, I want you to know it doesn’t have to be. And if you’d like help creating a business that truly works for you, Retail By Design might be just what you need. There are still a few places left!

[00:00] Why taking time off can feel impossible for product business owners

[01:49] What three trips in one month taught me about success and balance

[03:27] The real cost of not taking proper breaks from your business

[11:44] How to plan ahead so you can step away with confidence

[17:05] How support and clear priorities make time off possible

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Stop winging it. Take your business to the next level of growth.

Retail by Design is a high-performance, six-month programme, combining award-winning business mentoring with the magic of masterminding. It’s built for ambitious, established small business owners turning over £100K+ who are ready to step out of survival mode and grow with clarity, structure and calm confidence. Learn More at https://www.resilientretailclub.com/retail-business-mentoring/