In many ways, the theme of ‘people’ was at the heart of presentations from Tesco UK boss Matt Davies and Ted Baker founder Ray Kelvin.
Retailers frequently talk about the importance of people. It’s unsurprising, because they deal with consumers every day and the industry has 3 million people on its books who, in one way or another, serve those shoppers.
It’s often a failure at the people level that propels retailers into trouble, while brilliant people – in the boardroom or on the shopfloor – can make a business unbeatable year after year.
“Brilliant people can make a business unbeatable year after year.”
George MacDonald, executive editor
Davies, already famous for his ability to create great teams and a powerful business culture at retailers such as Pets at Home, has put Tesco’s frontline staff at the heart of his efforts to turn the grocer around.
He said: “How do we turn Tesco from a company that runs shops, to a company that serves people?
“My point is that for recent years, this business, and in many ways our whole industry, had been so focused on operational excellence that we’d lost sight of the most important thing in retailing – serving people.
“And when I say serving people, I’m talking about service in its fullest meaning – the question of whether you as a business can be truly helpful to your shoppers.”
Davies maintained that Tesco, once such a retail pioneer, is now once again “on the cusp of something special” as sales trends improve. If it is, it will be down to people.
Old hands
In a hugely entertaining as well as insightful interview, Kelvin often referred to how having the right team meant that Ted Baker never lost sight of its values – values epitomised by Kelvin himself.
These days, as retail is being rapidly transformed and there may be a need to bring in knowledge from outside the industry, Ted Baker still recruits in its own image first and foremost. The result is a shared sense of purchase among employees new and old.
And it is noteworthy how many ‘old hands’ there are at Ted.
Many of Kelvin’s lieutenants have been with him almost as long as Ted Baker has been in business.
Results this week showed profits up almost 19% – testament to the power of the people at Ted, who have consistently delivered year after year.
When great people are so important to retailers, how odd that half the population find obstacles in their way as they progress up corporate ladders.
Be Inspired
At Live we launched Be Inspired, a campaign designed to encourage future women leaders through the stories and examples of some great role models.
Among those there to back the campaign were former M&S director turned fashion entrepreneur Kate Bostock, Dixons Carphone’s UK chief executive Katie Bickerstaffe and IKEA UK supremo Gillian Drakeford and to share some inspirational stories.
It was a powerful reminder that retail really is a great people business, but it could be even better.
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