eCommerce MasterPlan22 Dec 2025

eCommerce Meets High Street: How Wardrobe at The Cross Wins with Personalization and Trust, with Hilary Large

Hilary Large is the owner at Wardrobe at The Cross, a women’s fashion boutique. Launched in 2023, they sell via their physical high street store, and via their Shopify website and have already built to 100s of orders a week.

In this episode, Hilary shares how she’s blending the best of in-store service with online scale — from personally calling first-time customers to building a brand rooted in trust, experience, and genuine connection.

Hit PLAY to hear:

💡 How Hilary Large built a women’s fashion brand that blends bricks and clicks — and why it works.
☎️ The surprising reason she personally calls every first-time online customer (and what it does for retention).
🛍️ How a small boutique competes with big brands by delivering luxury-level service.
📦 The simple systems that keep her returns low and repeat purchases high.
👗 Why having a physical store still matters — even in a digital-first world.
🔑 The one thing Hilary refuses to give up as her business scales (and why it could change yours too).

Key timestamps to dive straight in:

[03:56] eCommerce Marketing Growth Journey

[08:19] "Brand Growth Through Retail Presence"

[12:46] Customer Trust Epiphany

[14:40] "Optimizing eCommerce Customer Support"

[18:56] "Protecting the Business's Foundation"

[20:14] Listen to Hilary’s Top Tips!

Full episode notes here: https://ecmp.info/574

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