Retail Gets Real

407. Inside Sweetwater’s people-first approach to retail innovation

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 world The 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 [https://sweetwater.com/] • Become an NRF member [https://nrf.com/membership/nrf-membership] and join the world’s largest retail trade association • Learn about our retail education platform, NRF Foundation, at nrffoundation.org [https://nrffoundation.org/] • Learn about retail advocacy at nrf.com/advocacy [https://nrf.com/advocacy] • Find more episodes at retailgetsreal.com [https://retailgetsreal.com/] Related: • 392: How Warby Parker is redefining retail and customer experience [https://nrf.com/podcast/how-warby-parker-is-redefining-retail-and-customer-experience] • 364: How BJ’s Wholesale Club leverages AI to serve its customers [https://nrf.com/blog/how-bjs-wholesale-club-leverages-ai-serve-its-customers]

406. The rise of smart retail merchandising

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 experiences The 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 [https://nrf.com/membership/nrf-membership] and join the world’s largest retail trade association • Learn about our retail education platform, the NRF Foundation, at nrffoundation.org [https://nrffoundation.org/] • Learn about retail advocacy at nrf.com/advocacy [https://nrf.com/advocacy] • Find more episodes at retailgetsreal.com [https://retailgetsreal.com/] Related: • 399: Inside Retail’s Big Show: Innovation, AI and what’s coming next [https://nrf.com/podcast/inside-retails-big-show-innovation-ai-and-whats-coming-next] • 392: How Warby Parker is redefining retail and customer experience [https://nrf.com/podcast/how-warby-parker-is-redefining-retail-and-customer-experience]

405. The cultural forces shaping tomorrow’s consumer

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 attention The 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 [https://nrf.com/membership/nrf-membership] and join the world’s largest retail trade association • Learn about our retail education platform, the NRF Foundation, at nrffoundation.org [https://nrffoundation.org/] • Learn about retail advocacy at nrf.com/advocacy [https://nrf.com/advocacy] • Find more episodes at retailgetsreal.com [https://retailgetsreal.com/] Related: • 400: How retail navigated uncertainty and transformation in 2025 [https://nrf.com/podcast/how-retail-navigated-uncertainty-and-transformation-in-2025] • 374: Get ahead of the future of retail [https://nrf.com/blog/get-ahead-of-the-future-of-retail]

404. How Taco Bell uses digital innovation to highlight human connection

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 opportunity The 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 [https://nrf.com/membership/nrf-membership] and join the world’s largest retail trade association • Learn about our retail education platform, NRF Foundation, at nrffoundation.org [https://nrffoundation.org] • Learn about retail advocacy at nrf.com/advocacy [https://nrf.com/advocacy] • Find more episodes at retailgetsreal.com [https://retailgetsreal.com] Related: • 386: Inside Starbucks’ commitment to thriving communities [https://nrf.com/podcast/inside-starbucks-commitment-to-thriving-communities] • 358: How McDonald’s enhances customer engagement and loyalty [https://nrf.com/blog/how-mcdonalds-enhances-customer-engagement-and-loyalty]

403. Building a people-first culture in modern retail with Ulta Beauty

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 now The 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 [https://nrf.com/membership/nrf-membership] and join the world’s largest retail trade association • Learn about our retail education platform, NRF Foundation, at nrffoundation.org [https://nrffoundation.org/] • Learn about retail advocacy at nrf.com/advocacy [https://nrf.com/advocacy] • Find more episodes at retailgetsreal.com [https://retailgetsreal.com/] Related: • 380: How Vera Bradley transformed a legacy brand [https://nrf.com/podcast/how-vera-bradley-transformed-a-legacy-brand] • 376: How Target’s consumer-first strategy drives success [https://nrf.com/blog/how-targets-consumer-first-strategy-drives-success]