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RetailCraft 25 – “Never the same again” – Stephen Langford of Marks and Spencer

After a number of attempts with our online studio system, we managed at last to catch up with Stephen Langford, Director of Ecommerce at Marks & Spencer. We appreciated his patience as we tried to connect and we benefitted from a wide-ranging discussion with him about e-commerce and the changes at the heart of M&S – an organisation that’s simultaneously a permanent innovator and a national institution.

We trace Stephen’s background – starting at Tesco, M&S, George, Asda… and now back to M&S. A ’boomerang’ as he calls it!

Digital is clearly at the heart of the transformation plans at M&S, with support from the board, CEO and Chair.

We learn how this process of renewal and focus is a step beyond the transformation around a decade ago, where M&S launched their ’dot com’ commitment, and signalled their capability with a major platform, investment in a cutting edge DC and a talented team. It was the fruit of this work that saw M&S featuring in the RXUK Elite rankings of the Top500. However, Stephen notes that time and technology move on and that a new, renewed phase is underway. He cites the internal mantra of progress – “never the same again” – in recognition that as the world changes so do the capabilities and approaches necessary for success.

Along the way we touch on COVID, skills, projects, selling other brands and the M&S customer.

Run time: 26 minutes


Stephen Langford:  

Ian and

Jamie Merrick:

Recorded remotely and at Spiritland Studios, UK.

Episode photo credit: Ian Jindal (

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