Remarkably Iconic Retail with Michael Ward, Managing Director, Harrods

Our guest this week is Michael Ward, CEO of Harrod's. Harrod's is truly among the most iconic and remarkable retailers in the world, and Michael gives us a glimpse inside what makes the brand and store so special. He also shares details about how they provide exceptional levels of customer service, the best of the best products, and how they stay on the leading edge of innovation. We also learn about their new members club in Shanghai, and get a glimpse into his upcoming talk at the World Retail Congress in Paris next month.

As usual, we kick things off by delving into the week in retail, starting with the growing higher rates for longer, before moving on to a discussion of surprising management changes at Under Armour and Fossil. Then there is a mix of many store openings from Aldi and On Running, while Family Dollar goes in a totally different direction, Outdoor Voices bails on brick & mortar entirely, and Body Shop mostly bails on North America. We also revisit the mounting problems at Allbirds, which includes some store closings as well. Kohl's reported a weak quarter, but announced a potentially intriguing partnership with Babies R Us.

World Retail Congress: Non-retailer passes and discount offer codes:

Non-Retailer pass: REM-SPONR

Retailer discount code: REM20

Dive into the future of retail with the World Retail Congress's End of Year Report! Explore the latest trends, innovations, and insights shaping the competitive retail landscape, presented in collaboration with the Congress’s Knowledge Partners. The Congress’s report is a must-read for retailers to become world class in today’s retail climate.

The End of Year Report reinforces the focus of next year’s World Retail Congress on High Performance Retail and our key pillars of winning the customer, winning with innovation, winning with purpose, the winning business models and building winning teams.

Furthermore, the report brings together 14 of the world’s top retailers’ reflections from stores such as Action, Ikea, Zalando, Kmart Group, Woolworths and Wumart to present insights from around the world.

About Us

Steve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling author of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.

Michael LeBlanc is a senior retail advisor, keynote speaker and media entrepreneur. Michael has delivered keynotes, hosted fire-side discussions hosted senior retail executive on-stage in 1:1 interviews worldwide. Michael produces and hosts a network of leading retail trade podcasts, including The Remarkable Retail Podcast, The Voice of Retail, The Food Professor, The FEED powered by Loblaw and the Global eCommerce Leaders podcast. He has been recognized by the NRF as a global Top Retail Voice for 2025 and 2026 and continues to be a ReThink Retail Top Retail Expert for the fifth year in a row.