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On this episode of Talking Shop I am joined by Zipline CEO and co-founder Melissa Wong. We discuss how Melissa’s 10 years’ of frontline experience informed her approach to building a SaaS company, the recurring operational frustrations that most head offices still underestimate, and why she believes technology should be designed with the store associate as the primary user. We also explore current trends in store execution and how retailers can bridge the gap between corporate strategy and the shop floor.

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Homeware retailer Dunelm has revealed that sales grew by 4.5% to £872m in the 26 weeks to 30 December 2023, as its active customer base also rose 4.2% during the period alongside an uptick in transaction frequency. 

The retailer attributed its healthy performance in H1 2023 to its continued digital growth, as 36% of its total sales were generated through Dunelm’s digital channels as opposed to 34% in the same period last year. 

During H1, Dunelm also opened four new stores, taking its portfolio to a total of 183, and launched its ‘Home of Homes’ brand platform. 

Nick Wilkinson, CEO of Dunelm, said: “In the past six months, we have kept our customers front of mind, ensuring our broad offer has value at its core whilst also expanding our ranges, introducing new styles, and improving the experience across our store and digital channels.

“This has been particularly important in a more difficult trading environment and has resulted in another strong sales performance combined with market share gains. Despite ongoing pressures on consumers, we are encouraged by the wide variety of new customers shopping with Dunelm, and existing shoppers also coming back more frequently.” 

He added: “As we move towards spring, we are relentlessly focused on evolving and investing in our business to ensure we remain relevant to further increase our broad appeal. We have never been more excited about our future as we build trust in our offer and identity as the Home of Homes.”

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