How do you build a digital experience worthy of an £8,000 bag?

That was the question at the centre of this live podcast recording at Soho Works, 180 Strand hosted by Live Story and Marketing in the Madness.

Bringing together leaders from Bottega Veneta, Merkle and across luxury retail, this conversation explores what’s really happening behind the scenes as brands rethink how digital experiences are built, managed and scaled.

From slow, rigid platforms to more agile, content-led approaches, this episode looks at why many brands are struggling to deliver the kind of experiences customers now expect and how solutions like Live Story are helping teams take back control of the frontend, enabling faster launches, more creative freedom and less reliance on development.

Featuring Francesca Ricci Bitti, Global Digital Business Director, Bottega Veneta, Marta Bevilacqua, Head of Global Ecommerce & Omnichannel, Bottega Veneta and Billy Hanna, Head of Experience & Commerce Platforms, Merkle and hosted by Katie Street.

• Introduction and why luxury ecommerce is changing
• Why digital experience now defines luxury brands
• Moving beyond transactional ecommerce
• Personalisation, exclusivity, and customer expectations
• The challenge of consistency across channels
• Why traditional platforms are slowing brands down
• How Live Story enables faster, more flexible digital experiences
• Speed vs perfection: how teams are changing how they work
• AI in luxury: real use cases vs hype
• Why content is the foundation for AI and personalisation
• Breaking down internal silos and operational friction
• What brands still get wrong about customer experience
• The rise of agentic commerce and what comes next
• Final advice for luxury and ecommerce leaders

This episode was recorded live at Soho Works, 180 Strand, as part of a private breakfast event hosted by Live Story, bringing together luxury brands and digital leaders to share practical insights on how ecommerce is evolving and what brands need to do next.

Connect with us: Billy Hanna LinkedIn: https://www.linkedin.com/in/billyhanna/

Francesca Ricci Bitti LinkedIn: https://www.linkedin.com/in/francesca-ricci-bitti-4a29568/

Marta Bevilacqua LinkedIn: https://www.linkedin.com/in/marta-bevilacqua-5759b441/

Live Story: https://livestory.nyc/ Merkle: https://www.merkle.com/ Bottega Veneta: https://www.bottegaveneta.com/en-gb

Katie Street LinkedIn: https://www.linkedin.com/in/katiestreet/ Instagram: https://www.instagram.com/streetmate/

Marketing in the Madness LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/ Instagram: https://www.instagram.com/marketinginthemadness/

Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

Artificial intelligence is transforming hospitality but how can luxury brands use AI without losing the human touch?

In this episode recorded live at Shoptalk Luxe in Abu Dhabi, Katie Street sits down with Sean Sear, SVP of Strategy, Technology & Innovation at Langham Hospitality Group, to explore how one of the world’s most historic luxury hotel brands is embracing AI to create better guest experiences.

From AI-powered booking assistants to staff training tools and data-driven strategy platforms, Sean shares how Langham is building a “family of AIs” designed to increase bookings, empower hotel staff and deliver truly personalised luxury hospitality.

They also discuss why successful AI adoption starts with defining the right business problem, how to balance startup innovation with enterprise technology, and why data is the foundation of any effective AI strategy.

If you’re interested in AI in hospitality, luxury hotel innovation, digital transformation or how brands can implement AI across large organisations, this conversation is packed with insights.

00:00 - Introduction from Shoptalk Luxe 01:15 - The history and innovation legacy of Langham Hospitality Group 02:25 - Why Langham is investing heavily in AI 03:10 - Meet the “family of AIs”: Sam, Jarvis and Zoe 05:45 - How to identify the right problems for AI to solve 07:30 - Building an AI-first culture across a global organisation 09:20 - Choosing the right AI technology partners 11:20 - Why data quality matters for AI success 13:30 - Sean’s advice for businesses starting their AI journey

And because this series is part of our partnership with Shoptalk Luxe, if conversations like this one spark ideas then you'll definitely want to be in the room next time!

Shoptalk Europe 2026 is already shaping up to be HUGE. If retail, tech and innovation sit anywhere in your world, now's the time to get your ticket and get it in the diary here: https://europe.shoptalk.com/home?utm_source=mediapartner&utm_medium=website&utm_campaign=marketing-in-the-madness-podcast

Don't forget to like, comment and follow so you don't miss the rest of the series 🔔

Connect with us: Sean Seah LinkedIn

Katie Street LinkedIn Instagram

Marketing in the Madness LinkedIn Instagram

Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

Recommerce, resale, circular fashion… whatever you call it, the way we buy luxury is changing!

In this episode recorded live at Shoptalk Luxe in Abu Dhabi, Katie Street sits down with Kirsty Keoghan, GM of Fashion & Luxury at eBay, to talk about the explosion of pre-loved luxury, the changing psychology of luxury buyers and why trust is everything in resale marketplaces.

From authentication technology to Love Island partnerships and the rise of live shopping, this conversation explores how eBay is shaping the future of luxury recommerce!

If you enjoyed this episode, make sure to like, comment and subscribe for more conversations with the people shaping the future of retail.

And because this series is part of our partnership with Shoptalk Luxe, if conversations like this one spark ideas then you'll definitely want to be in the room next time!

Shoptalk Europe 2026 is already shaping up to be HUGE. If retail, tech and innovation sit anywhere in your world, now's the time to get your ticket and get it in the diary here: https://europe.shoptalk.com/home?utm_source=mediapartner&utm_medium=website&utm_campaign=marketing-in-the-madness-podcast

Subscribe to the podcast: Spotify: https://open.spotify.com/show/2UUIgMdZ6FdSCrux5BY7PI?si=c48bdbecb5be4a6e Apple Podcasts: https://podcasts.apple.com/us/podcast/marketing-in-the-madness/id1688996981

Connect with us: Kristy Keoghan LinkedIn: https://www.linkedin.com/in/kirsty-keoghan-05464517/

Katie Street LinkedIn: https://www.linkedin.com/in/katiestreet/ Instagram: https://www.instagram.com/streetmate/

Marketing in the Madness LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/ Instagram: https://www.instagram.com/marketinginthemadness/

Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

We're continuing our Marketing in the Madness series recorded live at Shoptalk Luxe Abu Dhabi and this one is for anyone obsessed with luxury travel!!!

In this episode, Katie Street sits down with Candice D'Cruz, VP of Luxury Brands at Hilton for Asia Pacific, based out of Singapore and overseeing some of the world's most iconic hotel brands including Waldorf Astoria and Conrad.

Candice brings a rare mix of commercial sharpness and genuine passion for hospitality and this conversation is packed with insight around quiet luxury, wellness travel, multi-generational holidays and the role of TikTok in high-end hospitality marketing.

Here's what they cover: - From revenge travel to intentional travel: what's changed - Quiet luxury explained and why it means something different to everyone - Personalisation over perfection: the new luxury standard - How F&B and dining are now driving destination decisions - TikTok, storytelling and marketing luxury to a younger audience - The rise of solo female travel and what hotels need to rethink - Multi-generational travel and the "Beta Babies" trend - What Hilton is doing differently to stay ahead

And because this series is part of our partnership with Shoptalk Luxe, if conversations like this one spark ideas then you'll definitely want to be in the room next time!

Shoptalk Europe 2026 is already shaping up to be HUGE. If retail, tech and innovation sit anywhere in your world, now's the time to get your ticket and get it in the diary here: https://europe.shoptalk.com/home?utm_source=mediapartner&utm_medium=website&utm_campaign=marketing-in-the-madness-podcast

Don't forget to like, comment and subscribe so you don't miss the rest of the series 🔔

We’re kicking off a brand new Marketing in the Madness series recorded live at Shoptalk Luxe Abu Dhabi.

Picture this: a podcast studio on the beach at Emirates Palace, sunshine and some of the sharpest minds in luxury retail talking candidly about AI, loyalty programmes, omnichannel and what the future of commerce actually looks like.

Over the next few weeks, we’ll be sharing short, sharp, insight-packed conversations with senior leaders from brands including eBay, Monica Vinader, Hilton and more - basically, the people genuinely shaping what’s next across luxury, retail and tech.

And we’re starting strong.

In our first episode of this series, Katie Street sits down with Amit Keswani Manghnani, Chief Omnichannel & AI Officer at Chalhoub Group, a 70+ year luxury powerhouse operating across the GCC, Europe and beyond.

Here’s what they cover:

00:00 - Welcome to Shoptalk Luxe Abu Dhabi 01:12 - Introducing the new Marketing in the Madness series 02:05 - Meet Amit Kawani & the scale of Chalhoub Group 04:30 - What it really takes to make AI work in retail 08:15 - Building predictive models & “next best action” strategies 11:40 - AI in action: Meet Layla, the beauty chatbot driving 2x basket uplift 15:20 - Loyalty, payments & creating stickier customer relationships 19:10 - Why seamless omnichannel is now table stakes 22:45 - The future of commerce over the next 3–5 years

And because this series is part of our partnership with Shoptalk Luxe, if conversations like this one spark ideas, you’ll definitely want to be in the room next time!

Shoptalk Europe 2026 is already shaping up to be HUGE. If retail, tech and innovation sit anywhere in your world, now’s the time to get your ticket and get it in the diary here: https://europe.shoptalk.com/home?utm_source=mediapartner&utm_medium=website&utm_campaign=marketing-in-the-madness-podcast

Don’t forget to like, comment and subscribe so you don’t miss the rest of the series.

Connect with us: Amit Keswani Manghnani https://www.linkedin.com/in/amitkeswanim/

Katie Street LinkedIn: https://www.linkedin.com/in/katiestreet/ Instagram: https://www.instagram.com/streetmate/

Marketing in the Madness LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/ Instagram: https://www.instagram.com/marketinginthemadness/

Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

White ponytail, black sunglasses and fingerless gloves. You immediately think of Karl Lagerfeld. That's the power of a strong personal brand.

Mirjam Schuele, SVP of Marketing at Karl Lagerfeld and our host Katie Street explore how one of fashion’s most iconic personal brands became a global house built on accessibility, authenticity and cultural relevance.

From reinventing Chanel and Fendi to launching his own label, Karl built more than collections - he built a recognisable identity and a world people wanted to be part of.

Here’s what we cover:

• Karl Lagerfeld: The man who became the brand
• Why he chose to build his own label after Chanel & Fendi
• “Masstige”: Making luxury more accessible without losing prestige
• The H&M collaboration that changed fashion forever
• Authenticity, provocation and why people gravitated to Karl
• Building a personal brand before building a business
• What happened after Karl passed away
• Protecting a legacy while evolving for a new generation
• Why community and emotional connection now matter more than polish

This conversation explores how luxury can be inclusive without losing its edge and what today’s brands can learn from a man (and legend) who understood identity, accessibility and cultural timing long before they became marketing buzzwords.

If you’re interested in brand building, personal branding at scale, luxury marketing, or community-driven growth then this conversation is for you.

Enjoyed the episode? Click subscribe so you never miss the conversations shaping the future of marketing, tech and brand growth.

Subscribe to the podcast: Spotify: https://open.spotify.com/show/2UUIgMdZ6FdSCrux5BY7PI?si=c48bdbecb5be4a6e Apple Podcasts: https://podcasts.apple.com/us/podcast/marketing-in-the-madness/id1688996981

Connect with us: Mirjam Schuele LinkedIn: https://www.linkedin.com/in/mirjam-schuele-6b405054/

Katie Street LinkedIn: https://www.linkedin.com/in/katiestreet/ Instagram: https://www.instagram.com/streetmate/

Marketing in the Madness LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/ Instagram: https://www.instagram.com/marketinginthemadness/

Karl Lagerfeld didn’t just design fashion, he was the brand.

Katie Street sits down with Mirjam Schuele, SVP of Marketing at Karl Lagerfeld, live from the brand’s Amsterdam headquarters, to unpack how Karl built one of the most iconic personal brands in history, long before “personal branding” was even a concept.

Together, they explore:

• How Karl Lagerfeld deliberately built an unmistakable personal brand

• Why accessibility and “masstige” were central to his vision

• How the brand has evolved since Karl’s passing and how his legacy lives on

• What modern marketers can learn from Karl’s fearless authenticity

• The role of people, culture and community in marketing today

• Why authenticity will matter even more in an AI-driven future

As Karl himself famously said: “Embrace the present and invent the future.”

Listen now and learn how one man became larger than life and how you can apply those lessons to your own brand. Connect with us: Mirjam Schuele LinkedIn: https://www.linkedin.com/in/mirjam-schuele-6b405054/ Katie Street LinkedIn: https://www.linkedin.com/in/katiestreet/ Instagram: https://www.instagram.com/streetmate/ Marketing in the Madness LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/ Instagram: https://www.instagram.com/marketinginthemadness/ Street Agency https://street.agency/ https://www.instagram.com/street.agency/ https://www.linkedin.com/company/streetagency/

Some of the most effective marketing in history didn’t come from chasing attention, but from understanding people.

In this mini episode, Katie Street sits down with behavioural scientist (still one of the best job titles out there) and author Richard Shotton to unpack why that Guinness decision worked so well, and what it reveals about how people really make decisions.

• Setup of the Guinness story: brand heritage, long period without advertising, and why their marketing became interesting
• Introduction of “Good things come to those who wait” and the idea of leaning into a product flaw (waiting for a pint)
• Explanation of the pratfall effect, including Elliot Aronson’s 1966 experiment and why admitting flaws increases appeal.
• Discussion of the stolen thunder effect and how admitting weaknesses builds trust and persuasion.

Enjoyed the episode? Click subscribe so you never miss the conversations shaping the future of marketing, tech and brand growth.

Connect with us: Richard Shotton LinkedIn: https://www.linkedin.com/in/richard-shotton/

Katie Street LinkedIn: https://www.linkedin.com/in/katiestreet/ Instagram: https://www.instagram.com/streetmate/

Marketing in the Madness LinkedIn: https://www.linkedin.com/company/marketing-in-the-madness-podcast/ Instagram: https://www.instagram.com/marketinginthemadness/