The Charity Shop Chat is a podcast for anyone who works, volunteers with or simply loves charity retail. Hosted by Charlotte Greenwood and Mimi Cartwright, the show brings together honest conversations with the people who make the sector what it is - people working everyday support our high streets and create real lasting change in the non profit sector. Each episode spotlights stories and teaching from behind the counter; the challenges, the moments that make it all worthwhile, and the realities of working in charity retail today.
Kat Maclennan: The £0 Shop Refit and How to Transform a Charity Shop Without Spending a Fortune
45 min
In this episode, visual merchandising expert Kat Maclennan shares practical ways to increase sales through better layouts, stronger stock presentation, improved customer flow and smarter use of existing fixtures, often with little or no spend. From common VM mistakes to budget-friendly success stories and myth busting advice, this episode is packed with ideas you can put into practice straight away.
Lesley Kennedy and Marie Egerton: Creative Recruitment People Strategy in Charity Retail
32 min
Who's going to run tomorrow's charity shops? The job market is getting tougher, volunteers are harder to find, and succession planning is becoming a priority for more charities. Charlotte Greenwood and special guest host Hannah Weet from the Charity Retail Association are joined by Lesley Kennedy (RSPCA Derby & District) and Marie Egerton (St Rocco's Hospice) to discuss creative recruitment, attracting the right people, developing future leaders and building stronger retail teams. Packed with practical ideas and real life examples, this episode is full of inspiration for any charity retailer looking to strengthen their people strategy.
Voices From the Charity Retail Conference 2026: Stronger Together
1 hr 1 min
In this special conference edition of Charity Shop Chat, Charlotte is joined by guest co host Hannah Weet from the Charity Retail Association for a whistle stop tour of this year's CRA Conference. Rather than one guest, this episode brings together a whole range of voices from across the sector, delegates, speakers, and exhibitors, sharing their favourite sessions, biggest takeaways, and best ideas from the last two days. Whether you were at the conference with us, listening back afterwards, or couldn't make it this year, tune in for a flavour of the energy, ideas, and conversations shaping charity retail in 2026, and plenty of inspiration to take back to your own shop. The Charity Shop Chat podcast is powered by the Charity Retail Consultancy.
CRA Chief Executive Robin Osterley: A Decade of Charity Retail Leadership
39 min
As Robin Osterley OBE prepares to retire as Chief Executive of the Charity Retail Association, we reflect on a defining chapter in charity retail leadership. In this special episode of Charity Shop Chat, Robin looks back on his years representing thousands of charity shops across the UK, from advocating on business rates and regulation to strengthening benchmarking and professional standards. We explore the sector's evolution and the challenges that still remain in the sector. Robin also shares what he's most proud of, what he thinks his successor will inherit, and why, even as costs rise and AI looms on the horizon, the people who work and volunteer in this sector remain its greatest strength. This is a conversation about leadership and the responsibility of shaping a sector that supports communities and plays a vital role in the circular economy. It is a thoughtful look at what has been achieved, and what comes next. Thank you, Robin, for your decade of dedication. All of us at the CRC wish you a very well earned retirement.
Catriona and Louise: Building a Charity Shop That Puts Community First
42 min
This week on Charity Shop Chat, we're joined by Catriona from Hope Kitchen and Louise , shop coordinator at Restore, for an inspiring look at what happens when a group of local people in Oban, Scotland come together to rethink what a charity shop can be. We discuss the community led model behind Restore, how reuse, repair and skills building sit alongside affordable shopping, the realities of running a multi partner social enterprise, and why this kind of collaborative, people first approach feels so relevant for the future of charity retail.
Julia Edwards and Anna Pashley: The Charity Retail Conference Everyone Will Be Talking About
47 min
This week on Charity Shop Chat, we're joined by Julia Edwards and Anna Pashley from the Charity Retail Association for a preview of this year's CRA Conference. We discuss the biggest themes shaping charity retail, what delegates can expect from this year's programme, the value of workshop learning streams and why the conference remains such an important opportunity for networking, inspiration and sector learning.
Tacha, Hannah and Gareth: Pay What You Feel Initiative and Community Centred Retail
39 min
In this episode, Charlotte sits down with Tacha, Hannah, and Gareth from Ethical Boutique and the Safe Foundation in Cardiff, to explore how a charity shop can become a genuine hub for its community. From pay what you feel baskets that make the shop accessible to everyone and their in store café creates a place where people come to connect. Their approach puts people firmly at the centre of everything they do. Together, they share the stories behind their work, from supporting marginalised communities internationally to providing free training and volunteer opportunities closer to home. Tacha, Hannah, and Gareth talk openly about what it means to create a space where everyone feels welcome, and how that sense of belonging translates into real impact for the Safe Foundation's mission.
Jen Graham: Bringing Charity Retail to the Mainstream
27 min
Jen Graham, known online as Charity Shop Girl, has built one of the most recognisable voices in charity retail. From viral social media content to appearances on This Morning and her role as an expert on the BBC's Shift the Thrift with Joanna Page, Jen is shining a light on the sector on a national scale. In this second part of our conversation, Jen talks to us about what actually drives people through charity shop doors, why social media is one of the most powerful and underused tools in the sector, and how mainstream visibility is changing the way people think about shopping secondhand.
Jen Graham: The Woman Behind Charity Shop Girl
27 min
Jen Graham, known online as Charity Shop Girl, has turned a lifelong love of second hand shopping into one of the most recognisable voices in charity retail. Through social media and TV appearances, she's introduced thrifting and sustainable fashion to entirely new audiences, bringing energy, personality and genuine passion to a sector she believes deserves far greater recognition. In this conversation, Jen talks to us about the changing perception of charity shops, the rise of thrifting culture, and why charity retail matters so much more than just fashion, for people, communities and the sector.
Lauren Davies: Unexpected Career Paths in Charity Retail
41 min
In this episode, Mimi and Charlotte sit down with charity retail leader Lauren Davies, to explore the many routes a career in this sector can take. From her work as a shop manager to a role at the forefront of sector innovation, Lauren's story is a powerful reminder that there's no single path to success in charity retail. Together, they unpack the skills and strategies that help people thrive, whether you're running a bustling high street shop, building a volunteer team, or eyeing your next step into leadership. Lauren opens up about community engagement, what great leadership really looks like on the ground, and the genuine difference charity shops make in people's lives. If you work in charity retail, volunteer in a shop, or simply love the world of secondhand, this episode is packed with honest stories and practical takeaways to help you grow in the sector.
Vicki Burnett: Leadership, Legacy and What Comes Next
55 min
Charity retail is built on dedication, leadership and the quiet commitment of people who show up year after year. In this episode of Charity Shop Chat, we’re joined by Vicki Burnett, Senior Consultant at The Charity Retail Consultancy and former Chair of the Charity Retail Association board, to reflect on more than 30 years in the sector. We explore what charity retail must protect, where it needs to be bolder, and what the next chapter of national leadership means for its future. A thoughtful conversation about legacy, responsibility and shaping what comes next.
Renata Graver from Shaw Trust: Leading With Purpose and Inclusion
47 min
Join Charlotte and Mimi this week as they chat with Renata Graver, Director of Community and Retail at Shaw Trust and also a Senior Sponsor for the Race Equality Network. We explore the realities of charity retail in 2026, combining margins with mission, and how inclusion and representation can transform shop teams and communities. An insightful episode for anyone working in or passionate about charity retail.
Nicola & Roxanne from St Raphael's Hospice: How Shop Managers Save Lives
37 min
Hospice shops are places where everyday retail meets deep human emotion. In this episode, Mimi and Charlotte sit down with hospice shop managers to share the touching stories behind the till, moments of compassion and community that make hospice retail so unique. From meaningful donor encounters to the pride and purpose found on the shop floor, this conversation reveals the true heart of hospice shops and the vital role they play in supporting care, sustainability, and local communities.
Jan Marchant from Isabel Hospice: Can Everyone Win in the Future of Retail
45 min
In this episode, Charlotte and Mimi sit down with retail powerhouse and Drapers Lifetime Achievement Award winner Jan Marchant. From her early days at Topshop to transforming Tesco’s F&F into a market-leading brand, Jan shares lessons in leadership, innovation and compassion. Together, they explore the future of circularity, the evolving role of charity retail, and the big question at the heart of the conversation: can everyone win? Packed with insight, inspiration and practical takeaways, this is a must-listen for anyone passionate about retail, reuse and the changing world of fashion.
Catherine and Ella from Savvy Marketing: What Charity Retail Can Learn From Shopper Psychology
1 hr 0 min
In this episode of Charity Shop Chat, we explore what charity retail can learn from the world of shopper marketing. Joined by retail specialists Catherine Shuttleworth and Ella Baynes from Savvy Marketing, we unpack how insight and human behaviour influence buying decisions at the point of purchase. From competing in a crowded retail landscape to using data and digital, the conversation challenges charity retailers to think about their shoppers and design experiences that truly connect and create impact on the shop floor. Most importantly, we discuss the value of stepping outside our sector’s echo chamber to gain fresh perspectives from retail experts.
Steph Edusei from St Oswald's Hospice: How to Lead With Authenticity
59 min
In this episode, we’re joined by Steph Edusei, CEO of St Oswald's Hospice in the North East, to explore what charity retail really needs from senior leadership. From how CEOs can better support and champion retail teams, to why retail leaders are often overlooked for Director of Income Generation roles, we unpack leadership, governance, and strategy. We also discuss managing trading boards and committees without slipping into micromanagement, and why equality, diversity and inclusion must sit at the heart of modern charity retail. Essential listening for CEOs, trustees, and senior retail professionals.
Daniel Franzmann from Fight for Sight: The Secret Behind Community Led Volunteer Growth
48 min
In this episode, we’re joined by Daniel Franzmann from Fight For Sight to explore how their charity shops are reimagining volunteer recruitment through storytelling and social media. We discuss using Instagram as a recruitment tool, showing the human and diverse side of volunteering, and creating inclusive, flexible opportunities that build strong local communities. Daniel also shares insights into Fight For Sight’s ambitious plans to open new shops and grow their retail impact.
Natasha Morosini from St George’s Crypt: How Charity Retail Creates Second Chances
28 min
In today’s conversation, we speak to Natasha, Head of Retail at St George’s Crypt, about the transformative power of charity retail beyond the shop floor, particularly the partnership between the Crypt and HMP Newhall. We explore how charity shops can create meaningful opportunities, including projects like upcycling furniture, and why looking beyond past convictions is so important in offering genuine second chances. This episode highlights how initiatives like these not only support individuals to rebuild their lives, but also contribute to sustainability and stronger communities. It’s a conversation about second chances, and how purpose led retail can genuinely change lives.
Becky's Bazaar: Why Charity Retail Must Embrace Social Media
45 min
In this episode, we’re joined by Becky from @beckysbazaar to explore how preloved fashion influencers can drive real impact in charity retail. From fair pricing and storytelling to social media, online selling, and creator collaborations, we unpack what makes charity shops feel welcoming, trustworthy, and relevant. Packed with practical insights, this conversation highlights how social media and creativity can elevate charity retail's takings. The conversation covers the impact of social media on charity shops, the challenges they face, the role of photography in online selling, the resurgence of Pinterest, advice for charities starting online reselling, exploring Whatnot and online auctions, collaborations with creators and charities, the value offered by creators without big budgets, and a charity shop shout out.
