What Just Happened

Christine Russo, creator of What Just Happened, sits down with Shawn Nelson, CEO of Lovesac, to discuss his leadership philosophy, recent strategic hires, and the evolving dynamics of brand identity in retail.Shawn Nelson's Philosophy Toward Business: Nelson emphasizes a "Designed for Life" approach, focusing on sustainability, adaptability, and long-term customer relationships. He believes in creating products that are durable and modular, reducing waste and promoting conscious consumerism. In a break from typical retail cycles of 'Newness', Nelson emphasizes 'Sameness'. This is one of their trusted values and drives product development, strategy, marketing and more.New Hire from Crocs: Lovesac appointed Heidi Cooley, former Chief Marketing Officer at Crocs, as its first Chief Brand and Marketing Officer. Cooley is known for her digital and social-first marketing strategies that transformed Crocs into a cultural phenomenon. Sameness vs. Newness in Brand and Retail: Nelson discusses the balance between maintaining brand consistency and introducing innovation. He stresses the importance of evolving the brand to meet changing consumer expectations while preserving its core identity.

Christine Russo, creator of What Just Happened, sits with Tanger CEO Steve Yalof. In this wide-ranging conversation, Russo and Yalof discuss Tanger’s accelerated back-to-school timeline, the company’s expansion into full-price, and the critical role of experience in modern retail. Yalof shares that community is a major contributor in all of their strategies. They discuss how knowing the customer, having a digital-physical service, and hands-on leadership approach are driving both traffic and long-term growth. The episode offers a candid look at how Tanger is evolving beyond outlets—and why Yalof believes retail is no longer just about real estate, but about relevance and experience.Covered in the discussion:Back-to-School Strategy to Support CustomersTanger is advancing its back-to-school promotions to June, responding to macroeconomic uncertainty and possible tariff disruptions. By partnering with brands like J.Crew, Adidas, and Crocs, Tanger aims to meet early consumer demand for both value and availability.The holiday selling season has crept earlier, with consumer behavior now shaped by early access and urgency. Tanger capitalized on this trend with successful campaigns like 'Black Friday Every Day' to extend the sales cycle and increase frequency of visits.Tanger emphasizes the social and communal aspects of physical retail, offering more than transactional value. The company curates experiences that encourage family and group engagement, reinforcing loyalty through shared shopping moments.Physical Retail and Digital EngagementDigitally native brands are finding enhanced performance through physical retail footprints. Tanger leverages this omnichannel dynamic to deepen customer engagement and create reciprocal value between online and offline channels.Full-Price PivotTanger is diversifying into full-price with a 'town center' feel and format as outlet acquisition opportunities become scarce. This strategic pivot aligns with consumer demand for mixed-use destinations that integrate retail, dining, and services in open-air environments.Retail Experience PhilosophyTanger positions itself as an experience company, prioritizing ambiance, service, and personalization as opposed to strictly conventional real estate metrics. Its vision emphasizes curated environments that attract and retain customers through emotional and practical value.

In this conversation, Christine Russo, host and creator of What Just Happened, sits with Katie Thomas from the Kearney Consumer Institute. Thomas enlightens a spin on current-day perspectives suggesting that businesses can shift away from rigid, category-based views of shoppers and age-based demographics; and instead focus on the full psychological and lifestyle context of consumers. She explains that uncertainty, lingering from the pandemic and ongoing economic challenges, has made consumers more sensitive, selective, and frustrated, leading to brand skepticism and new behaviors even boycotts. While data and need states can offer valuable insights, Katie warns that brands often underestimate consumer irrationality and should avoid relying too heavily on structured analysis instead of qualitative human understanding. Modern brands must stay grounded in the emotional realities of their consumers if they hope to remain relevant and trusted.5 Key Takeaways:Consumers do not shop in strict category lines; they shop based on lifestyles, emotions, and immediate needs.Brand loyalty is fragile — consumers feel more frustrated and disconnected than ever, especially as prices rise without perceived added value.Psychological insights are crucial, but brands sometimes misuse data by ignoring consumer irrationality.Entertainment and engagement must be authentic and thoughtful — not sensory overload or gimmicky experiences that neglect fundamentals.Brands that want lasting trust must focus less on short-term wins and more on consistent, meaningful relationships rooted in true consumer understanding.

Christine Russo, host of What Just Happened, sits down with Toby Espinosa, Vice President of DoorDash Ads, to discuss the company’s evolution and its growing role in retail media. Espinosa, who has been with DoorDash for a decade, shares how the company expanded from a local restaurant delivery startup into a global, multi-category logistics platform serving 30 countries. Initially created to help small businesses grow through delivery logistics, DoorDash has since launched promotions, advertising tools, and partnerships to support both local entrepreneurs and large brands alike.Espinosa highlights DoorDash’s commitment to simplifying complex challenges for small businesses. Recognizing that local business owners often wear many hats, DoorDash developed a CPA-based ad model that removes financial risk from merchants by only charging when an ad converts to a sale. This model has driven significant adoption and trust from local operators while improving ad relevance for consumers. Espinosa emphasizes that the company’s strategy is simple—deliver any product to any consumer within 30 minutes or the same day—but executing it and reducing complexity for partners remains a key challenge.The conversation also covers three major announcements: the launch of DoubleDash Ads, a new ad placement that drives incremental sales during the checkout experience; a strategic partnership with TopSort to extend ad reach beyond the DoorDash platform; and DoorDash’s entry into the fashion category through its partnership with Designer Shoe Warehouse. Espinosa explains that the broader vision is to unlock local inventory, enabling consumers to access hundreds of thousands of SKUs already available in their neighborhoods. Russo closes by praising DoorDash’s thoughtful strategy and consumer-first mindset in tackling the future of last-mile logistics.

Christine Russo, host of the What Just Happenedpodcast, sits down with Peter Pernot-Day Head of Strategic and Corporate Affairs for North America and Europe for a wide-ranging discussion.Pernot-Day shares that Shein’s “secret sauce” lies in its ability to match supply precisely with demand—something made possible by their demand-driven model and relentless focus on the consumer. He explains that Shein isstructurally aligned to operate with speed and efficiency, with systems in place to test and scale products based on real-time data. This agility, pairedwith deep consumer insight, enables Shein to avoid overproduction and reduce waste. Pernot-Day also highlights the company’s innovative approach to apparelproduction, including small-batch manufacturing and data-informed design processes that differ markedly from traditional fashion retail models.

In this episode of What Just Happened, Christine Russo interviews Sucharita Kodali, VP and Principal Analyst at Forrester Research, to unpack the ever-evolving dynamics of digital transformation in retail. Kodali shares her perspective on how retailers should approach innovation with caution, emphasizing the importance of testing and two-way-door decisions—those you can reverse—especially in areas like generative AI and emerging tech. She advises brands not to blindly follow Amazon’s lead, but to embrace its spirit of calculated experimentation and long-term thinking.The conversation explores the cyclical nature of retail brand equity, using Target and Gap as case studies. Kodali argues that strong cultural equity, even when dormant, can be revived with the right leadership and strategy. Target’s recent stumbles, she believes, are more operational than existential, while Walmart’s recent success is attributed to strategic CapEx and improved store design. She notes that Target’s fatigue is reversible, and predicts leadership changes could be a catalyst for revitalization.Russo and Kodali also dive into innovation in physical retail, including Urban Outfitters' Re/Reclectic concept, and the nuanced state of live shopping in the U.S. versus China. Kodali suggests that Americans lean toward short-form, influencer-led, asynchronous content rather than livestream commerce. She highlights Nordstrom’s quiet but promising use of vertical video by store associates and the challenge of inventory keeping pace with demand driven by social media. The episode ends with a nod to the importance of automation, retail media, and ongoing trend analysis as retailers navigate what's next.

Christine Russo, host and creator of What Just Happened, sits down with Evan Armstrong of the Retail Industry Leaders Association (RILA) to discuss the organization's role in shaping retail policy. Evan explains that RILA represents the country’s largest and most innovative retailers, focusing on public policy, advocacy, and industry events. He highlights key legislative issues affecting the retail sector, including tariffs, trade policy, and workforce regulations, noting how RILA works proactively to support its members in navigating these challenges.The conversation delves into the evolving landscape of workforce policy, particularly in the wake of shifting government regulations. Armstrong discusses RILA’s commitment to advocating for policies that support flexibility and career growth within the retail industry. He emphasizes the importance of maintaining a broad and diverse talent pool, touching on initiatives such as tuition assistance, leadership development, and skilled trades programs. He also addresses concerns around AI in the workplace, explaining that while technological disruption is inevitable, it also presents opportunities for efficiency and innovation.Russo and Armstrong also explore broader industry concerns, including retail crime, regulatory challenges, and the impact of emerging players like TikTok Shop and Temu. Evan clarifies the distinction between RILA and the National Retail Federation (NRF), explaining that RILA exclusively represents the largest retailers with aligned policy priorities. He underscores RILA’s role as a serious policy player, maintaining bipartisan engagement to ensure retail leaders have a voice in Washington. The discussion concludes with an invitation to keep an eye on RILA’s events, research, and ongoing advocacy efforts shaping the future of retail.

Christine Russo, Host of What Just Happened, sits down with Hugh Forrest, President and Chief Programming Officer of South by Southwest, to explore how SXSW is the ultimate gathering for creatives and also serves as a melting pot for innovators across industries. From music, film and multi-media, SXSW is where the world's leading brands, marketing, technology, and activations collide with groundbreaking advancements in AI and now, quantum computing. SXSW has solidified itself as a mecca for creative minds, where emerging trends are not just discussed but actively shaped, making it the go-to destination for those looking to stay ahead of the curve.As innovation continues to accelerate, SXSW is doubling down on future-focused content, introducing dedicated programming for quantum computing on March 12th and 13th. With AI now seamlessly embedded into everyday life, quantum computing represents the next frontier—one that is still complex but poised to redefine industries. From immersive brand activations to the intersection of culture and commerce, SXSW remains the epicenter for those who don’t just follow trends but create them.

Christine Russo, host of What Just Happened, has Tim Fehr from Happy Returns as her guest. Tim discusses the company's rapid growth and how its partnership with UPS has accelerated automation in the returns process. He explains how Happy Returns successfully integrated robotics into their facilities before the peak holiday season, reducing transit times and loss rates to record lows. The company has doubled its productivity through automation in 2024 and is now developing a new plan to further enhance efficiency in 2025. Fehr also highlights the importance of optimizing outbound transit times and leveraging cross-dock programs to reduce delays, ensuring that retailers receive returned merchandise as quickly as possible.Regarding e-commerce, Fehr believes that consumer expectations for convenience will continue to rise, especially as Gen Z shoppers—who have grown up with digital-first experiences—become a larger share of the market. He notes that practices like bracketing and showrooming, where customers order multiple items with the intention of returning some, are more prominent than ever. While some in the industry express concerns about sustainability and return costs, Fehr takes a pragmatic approach, arguing that returns are an inherent part of modern retail. Rather than resisting this shift, retailers need to develop smarter policies, such as differentiating return policies based on customer behavior, to manage costs effectively.Looking ahead, Fehr acknowledges that the competitive landscape for e-commerce is becoming increasingly challenging, with major players like Amazon setting high standards for delivery speed and convenience. He emphasizes that smaller retailers must leverage technology and partnerships to keep up, as the gap between industry leaders and smaller businesses continues to widen. The conversation also touches on AI-driven shopping experiences and how Happy Returns is providing retailers with valuable data on customer return behavior. With continued innovation in automation and logistics, Fehr believes that Happy Returns is well-positioned to help retailers navigate the evolving e-commerce landscape.

Christine Russo, host of What Just Happened, leads a thought-provoking conversation with Dax Dasilva, CEO of Lightspeed, about the evolution of point-of-sale (POS) systems into comprehensive business solutions. Russo sets the stage by emphasizing how a poor checkout experience can undermine an otherwise excellent store experience. She introduces the idea of rebranding POS highlighting its role in empowering associates to enhance customer interactions. Dasilva elaborates on Lightspeed’s evolution into a "light ERP" solution for medium-to-high complexity retailers, integrating inventory management, e-commerce, social channels, and analytics. Russo pitches alternative terms like "point of synergy" and "point of synthesis," which Dasilva thoughtfully considers while underscoring the need for seamless solutions in retail.Throughout the discussion, Russo probes into Lightspeed’s focus on specific industries like golf, jewelry, bikes, and apparel. Dasilva speaks of Lightspeed’s ability to address operational challenges for retailers managing large inventories and multiple locations. And how Lightspeed integrates appointment management, service scheduling, and real-time inventory visibility to save retailers significant time. DaSilva's take on Gen Z shopping behaviors and loyalty programs. provides a fresh perspective by comparing VIP experiences at festivals or airlines, which resonates with with Gen Z's willingness to pay for exclusivity and self-care-driven experiences.