About the author

Brian Walker


Brian brings considerable senior experience gained in the specialty retail, franchising and shopping centre sectors. He has successfully led change teams in omnichannel retail arenas and has been instrumental in the development and implementation of many notable, integrated retail channel strategy projects including, Optus, Hutchison Telecommunication, Global Brands Group, The National Australia Bank and a host of other well recognised retail, franchise retail and service organisations both nationally and internationally. Brian writes a weekly column for Inside Retail.


The fiction – and facts – of the online threat

Does online’s growth spell the death of shops as we know them? Brian Walker is doubtful..

Where your customers dwell

Are 80 per cent of your shoppers buying from your competitors?

There just aren’t enough customers out there!

Have you ever sat at the Monday morning retail team meeting and heard the following? ‘Well, sales were down this weekend due to a lack of customers’. Comments like this are especially compelling in this current marketplace where talking it down is fast becoming a national pastime! Recently, I visited five different retailers in store (15 minutes per visit) to observe first hand this current malaise of retailers not having enough customers. Here are the impromptu results from my observati…

The shop without sales

The secret to a focused, motivated and goal focused retailer is generally not found in the shop. Seem strange or even impractical? From our experience the start of assessing whether a shop team is sales focused starts in the backroom (or manager’s office). The backroom should be the engine room of a well run motivated store and no surprises that when assessing a retail shops performance there are some tell tale signs of the business focus that lie within this small room. Typically, apart from …

A good strategy poorly delivered won’t pull the skin from a rice pudding

I remember hearing these words, at a conference, from the then MD of Wembley Stadium in the UK and it has stayed with me for more years than I care to remember. In fact all the data and every piece of research that we work on in this space show us that over 40 per cent of strategic intent never gets delivered! It is also interesting to see many strategy consulting firms respond to this tightening economic conditions with the ‘stick to the basics’ message. Our view is that is delivering consi…

So you think you can sell?

Despite so much commentary on ‘how to survive in a recession, there are some straightforward business tips that don’t often get mentioned – and will help retailers quickly. Let’s start with an area that surprisingly is often overlooked being the noble art of retail selling: Fiction: Every trained sales person can engage the customer in a non business approach, assess customer needs through skillful questioning, retain the vital information, ready for playback at a later stage, and then ski…


Retail in Melbourne to be forced to close from 11:59pm this Wednesday. Contactless click-and-collect and online del… https://t.co/8um79lnp76

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Macca's stores around the world are getting a makeover. We go behind the scenes with the design agency that created… https://t.co/1lEOwd3dPE

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Contributor Craig Padoa thinks retailers should follow the advice of Winston Churchill, who is quoted as saying: ho… https://t.co/eAze2ntILX

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