Guest host Sam Blum, Director of Customer Experience, is joined by three Retail Operations leaders from Broad River Retail — Wes Dudley, VP of Customer Experience & Retail Operations, Andrew Bartlett, Associate Manager, Retail Operations, and Katrina Batchelor, Associate Manager, Retail Operations. Together, they explore how the Retail Ops team has grown, transformed, and redefined its role in delivering exceptional support to both Memory Makers and guests.

From their unique journeys into Retail Ops to navigating early inefficiencies and learning curves, the group shares how the department has become more agile, innovative, and forward-thinking. They dive into the creation of the Associate Manager role, the importance of building strong store partnerships, and the culture of collaboration and consistency that fuels their work today.

Looking ahead, they share how Retail Ops plans to be pioneers in 2025 and beyond, including efforts to standardize processes, expand digital tools, and continue empowering teams to provide seamless experiences. The episode wraps with a fun twist—each guest shares which fictional character best represents Retail Ops, spotlighting the adaptability, grit, and heart of the team.

Don't miss this insightful conversation about the evolution of a team that’s always moving forward!

This episode on YouTube: https://youtu.be/hOFdkXylFsU

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome to the first episode in our special Stories from the River series spotlighting the evolution and impact of Retail Operations at Broad River Retail!

In this nostalgic kickoff episode, guest host Sam Blum, Director of Customer Experience, is joined in studio by a panel of incredible pioneers who helped lay the foundation for what we now know as Retail Ops:
Kellie Jones, Senior Manager of Retail Operations,
Molly Angelo-Teisch, Associate Manager of Retail Operations – North, and
Cathy Aleman, Senior Retail Experience Manager.

Together, they take a trip down memory lane—reflecting on what Guest Services looked like nearly a decade ago, from fielding countless store calls and manually uploading documents, to the early inefficiencies that sparked a need for change.

Listeners will hear how the team navigated a major transformation—moving from a support-heavy model to a system that empowered Home Furnishing Consultants to own the guest journey, supported by new technology, training, and structure. Through it all, these Memory Makers share how they supported stores, embraced change, and built a culture focused on service, innovation, and operational excellence.

The episode wraps with reflections, pride in the journey, and a fun twist: each guest shares the theme song they think best captures the spirit of Retail Ops.

Don’t miss this foundational episode—and be sure to tune in for Part Two coming soon!

This episode on YouTube: https://youtu.be/d9hMVBQ9gWU

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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In this episode of Stories from the River, Broad River Retail's CEO and host Charlie Malouf takes listeners behind the scenes at Broad River Retail to discuss a sudden and impactful development in the home furnishings industry: tariffs. Charlie reflects on the recent announcement of reciprocal tariffs, focusing particularly on the shock of a proposed 46% tariff on goods imported from Vietnam, a country where Ashley Furniture Industries (a principal supplier) has a significant manufacturing presence. He explores how these rapid changes in trade policy could disrupt pricing, demand, and overall market stability—especially given that home furnishings are often considered discretionary purchases. Charlie ties in the uncertainty of tariffs with larger economic and industry rhythms, likening the sudden shock to the COVID-19 shutdown.

Throughout the episode, Charlie emphasizes the importance of focusing on what can be controlled, even in times of external uncertainty. He encourages Memory Makers to continue showing up every day with a commitment to a premier guest experience, operational excellence, and long-term growth strategies, regardless of economic headwinds. He highlights that Broad River Retail remains committed to its goals and vision, adjusting expenses and plans only as needed without losing sight of the bigger picture. Charlie wraps up with well wishes for Easter and reminds listeners that while tariffs introduce unpredictability, the company’s core values and dedication to guests remain constant. He offers a preview of upcoming episodes and encourages everyone to maintain their focus, adaptability, and pioneering spirit in service of both their guests and the organization’s future.

Book Referenced:
The Furniture Wars: How America Lost a 50 Billion Dollar Industry by Michael Dugan - https://www.amazon.com/Furniture-Wars-America-Billion-Industry/dp/1439225109/

Links used:
https://edition.cnn.com/2025/04/13/sport/rory-mcilroy-wins-career-grand-slam-masters-spt/index.html

https://www.nbcconnecticut.com/news/national-international/fact-check-trumps-misleading-tariff-chart/3535201/

https://www.cnbc.com/2025/04/02/trump-reciprocal-tariffs-countries-chart-imports-united-states.html

This episode on YouTube: https://youtu.be/lw0aNARuVB4

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail

Welcome to the third episode of the Knights of the Ledger Summit series from Stories from the River!

We continue the Q&A with Broad River Retail's CEO, Charlie Malouf with Hope Stocker, Manager, Retail Accounting, as guest host. Charlie shares stories about his early jobs, from mowing lawns at a young age to working in his uncle's deli and eventually serving as a busboy and waiter. The discussion highlights what Charlie's most proud of about Broad River Retail, the challenges he and the team faced in 2015 when Broad River was at a critical point, and his determination to steer the company away from the brink of bankruptcy. Despite the adversity, Charlie's leadership, driven by optimism and resilience, was pivotal in turning the company's fate around, embodying the Stockdale Paradox of unwavering faith through hardship.

The episode also explores Charlie's life beyond Broad River, focusing on his commitment to family and health. He shares tidbits of family activities, like attending his son's track meet and celebrating birthdays, emphasizing the importance of balancing work with personal life. Throughout the conversation, Charlie reflects on the significance of legacy and stewardship, envisioning a future where Broad River continues to thrive long after his leadership tenure. He underscores the role of investing in oneself, learning continuously, and passing on knowledge to future Memory Makers to ensure the company's enduring success. The session concludes with a Q&A segment, where Charlie provides advice on entrepreneurship and recommends impactful books that have shaped his journey.

Charlie's favorite books:

Win the Day by Mark Batterson - https://www.amazon.com/Win-Day-Journal-Harness-Power/dp/0593192869

The Road Less Stupid (Advice from the Chairman of the Board) by Keith J. Cunningham - https://www.amazon.com/The-Road-Less-Stupid-audiobook/dp/B07DJWQ7JN

Everybody Matters by Bob Chapman - https://www.amazon.com/Everybody-Matters-Extraordinary-Caring-People/dp/1591847796

The Power of Moments by the Heath Brothers - https://www.amazon.com/Power-Moments-Certain-Experiences-Extraordinary/dp/1501147765

Recommended Family-Friendly Finance and Money Management App for Kids and Teens:

Greenlight - https://greenlight.com

This episode on YouTube: https://youtu.be/hX0JNo94vMw

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome to the second episode of the Knights of the Ledger Summit series from Stories from the River!

Hope Stocker, Manager, Retail Accounting, guest hosts this episode and sits down with Broad River Retail's CEO, Charlie Malouf, for a Q&A about the company's growth and future opportunities with questions from the summit attendees. Charlie talks about the company's pioneering spirit in their northwest expansion, particularly with the introduction of Project Cascade and its entry into the Spokane market. This ambitious project is all about cascading Broad River's award-winning culture to a new territory which will introduce new and unique challenges to overcome, such as operating a single-store market with limited resources. Hope and Charlie also delve into the importance of retail leadership, explaining how having top-tier general managers is crucial for maintaining consistency and excellence across their stores.

The episode highlights Broad River's dedication to innovation and staying ahead of the competition, as demonstrated in their bold initiatives like launching Riverstone Logistics and introducing an elevated home delivery service branded as Ashley DASH. Charlie emphasizes the company's commitment to reinvesting in their Memory Makers and communities through ventures such as an upcoming Crisis Assistance Fund and potential mission trips to further enrich their award-winning culture. Looking ahead, Charlie outlines the exciting opportunities for Broad River, targeting ambitious growth goals, maintaining excellent retail performance, and potentially exploring new regional markets beyond 2025, all while nurturing their unique company culture.

Additional Resources:

"The Explorer's Gene: Why We Seek Big Challenges, New Flavors, and the Blank Spots on the Map" by Alex Hutchinson - https://www.amazon.com/Explorers-Gene-Challenges-Flavors-Blank/dp/0063269767

This episode on YouTube: https://youtu.be/CzHJ8RkD9UM

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome to a the new Knights of the Ledger Summit series from Stories from the River! This episode captures a presentation that podcast host and Broad River CEO Charlie Malouf gave at the 2nd Annual Knights Summit on March 26, 2025, in Fort Mill, South Carolina. Charlie begins by sharing insights into Broad River's growth journey over the last 20-plus years, focusing on past milestones and plans for the next year including Project Cascade, which aims to expand the company's geographical reach into the Inland Northwest in Spokane, Washington. Charlie discusses the four key areas of focus for 2025: driving revenue, continued innovation, operational efficiencies, and ensuring fortress security. He also discusses longer term future plans like the 2030 vision to grow to $500 Million.

He emphasizes the importance of the pioneering spirit, encapsulated by the word "Pioneer," which was chosen as the company's 2025 word of the year. This encapsulates the aim to be innovative and exploratory in their endeavors.

Charlie further engages the audience with thought-provoking exercises that demonstrate the power of compounding and investing in oneself. Through interactive dialogue, he illustrates the potential of small, consistent improvements leading to significant growth. This aligns with Broad River's philosophy, which values goal-setting and strategic planning to achieve long-term growth. Charlie reiterates the importance of Memory Makers in realizing these goals, noting that the company's success hinges on their growth and development. Overall, this episode serves as both an informative and a motivational session, aiming to prepare the finance department, fondly known as "Knights of the Ledger," for future challenges and opportunities.

21:24 "Nobody ever drifted to a destination they would have chosen." -Michael Hyatt
28:05 "If someone offered you a penny that doubles every day for 30 days or a million dollars today, which would you take?"
32:09 "If you improve by 1% every day, within a year you will have improved 365%. Think about that"
33:57 "When nothing seems to help, I go and look at a stonecutter hammering away at his rock perhaps a hundred times without as much as a crack showing in it. Yet at the hundred and first blow it will split into two, and I know it was not that blow that did it, but all that had gone before." - Jacom Riis The Stonecutter's Credo
34:27 "The best investment you will ever make is in yourself." Warren Buffett

This episode on YouTube: https://youtu.be/rX0TnFIQCmY

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome to the second mini-series episode introducing People Allies on Stories from the River!

In this episode Heather Greenwood, Director, People is joined by Renee Bradley, Associate Director of Retail Onboarding and Education, and Nicole Gere, Senior Manager of Talent Acquisition, integral leaders of the People Team at Broad River Retail. Together, they discuss the transformation from a traditional Human Resources Department into the more dynamic People Team shedding light on the profound change in perspective and operations. The conversation reflects on the unveiling of the People Department and its emblematic elephant logo, which symbolizes strength, wisdom, and protection, mirroring the values and work culture that the team wants to instill and embody across the organization.

Renee and Nicole share their experiences and insights on what it means to be a "People Ally," emphasizing the team's commitment to creating exceptional experiences for all Memory Makers. Nicole discusses the pivotal role her talent acquisition team plays as the first point of contact for potential Broad River Memory Makers, while Renee reflects on her journey and the shift from Human Resources to a more partner-focused People Department. They delve into their department's vision and strategies, highlighting the "RIGHT" approach—doing the right thing, the right way, for the right reasons. The episode concludes with personal reflections on the upcoming spring and summer, underscoring the deep connection to the community and the importance of experiencing joy and growth, both professionally and personally.

This episode on YouTube: https://youtu.be/qNTWscUPFkw

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Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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Welcome to the mini-series Introducing People Allies on Stories from the River!

Heather Greenwood, Director, People, hosts a thought-provoking discussion with Carlos Mendez, Manager, Learning & Development, and Emelyne Henderson, Manager, Memory Maker Experience, about Broad River Retail's transformation from the Human Capital Department to People. The episode begins with Heather introducing her guests and exploring their roles at the company. Carlos talks about his year-and-a-half experience with Broad River and the sense of connection and care that characterizes the People Team. Emelyne reflects on the department's growth from a small group that used to meet weekly to a much larger team requiring monthly all-hands meetings. She fondly recounts the shift from Human Resources to Human Capital and now, to People, as part of the company's ongoing effort to stay relevant and strategic while focusing on the business as well as the individual needs of its Memory Makers.

The conversation further delves into the significant December 2024 meeting where the department's name change was revealed. Heather, Emelyne, and Carlos share their thoughts on this transition, emphasizing the power of being seen as allies to the Memory Makers. Emelyne remembers the initial uncertainty to change but highlights how the department has elevated by involving Memory Makers in decision-making processes. Carlos shares the excitement and energy of presenting end-of-year projects, noting how the name shift aligns with their vision for constant innovation and strategic support. The episode concludes with optimistic anticipation for the upcoming year, focusing on the implementation of new projects and strengthening leadership within the department, all while maintaining the core value of being true allies to the people at Broad River Retail.

This episode on YouTube: https://youtu.be/Uxz1XZMXMrU

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

Follow us on LinkedIn: https://www.linkedin.com/company/broad-river-retail