Amelia Cartwright: Hello and welcome back to the Charity Shop Chat podcast and to two of this conversation with Jen Graham, ⁓ better known as Charity Shop Girl. ⁓ If you're just joining us, Charlotte Greenwood, retail consultant and your for today's episode. ⁓ Unfortunately, Mimi wasn't able to join us on this episode, so I flying solo. The Charity Retail Consultancy supports charities to build retail operations that are commercially strong, people led. and fit for the future. That can look like anything from retail and e-commerce reviews to visual merchandising, gift aid, leadership development and long-term strategy. But ultimately, it's all about helping charities turn potential into real, sustainable income. Now, in part one with Jen, we got into the psychology of how people shop. ⁓ What draws them in, makes them stay and what actually gets them to spend. ⁓ But in this part, zooming out a little. ⁓ We're talking about visibility, perception and influence from social media through to national platforms like This Morning and what that means for the future of charity retail. We'll be talking about Jen's work ⁓ on BBC show, Shift the Thrift with the incredible Joanna Page. So let's get right back into it. CSG: Okay, so we're going to move on to kind of social media content because that is your area of expertise. What type of content do you think actually makes people want to visit a shop, not just kind of engage online? I'd say my most watched videos are come with me where I show them what's in the shops. And I think when I go out, Amelia Cartwright: Yeah. do you think actually makes people want to visit a shop and not just kind of engage online? I'd say my most watched videos are Come With Me, where I show them what's in the shops. And I think when I go out, if I post on my stories what's in there, people love that as well, they love to know. I think that's another thing going back to that other question of what charities could do is be more present on their social media. as in if something comes in. Because when I post on my stories, if I went to Sandbach Charity Shopping now, and I went into Oxfam and took 10 pictures, posted it on my story, half of them I would get a message saying, ⁓ my God, where's this? What shop's this in? Where is that? I'm gonna go and get that. Or I've had the shop say to me, you posted that on your story, someone came in and said they saw it on your story and they came in and bought it. So if something amazing comes in, that customer, the customer who, once that might not walk through the door today, but they could be sat at home on their social media, you know, and St. Luke's and Sandbatch great at posting on Sandbatch life on Facebook every Saturday, 20 things that have come in on that day in the comments underneath there. Can I keep me the golf clubs or come in and get the golf clubs? That CD player can come in and it's things that maybe you would probably think, ⁓ God, that's not going to sell, it? But so I think people just love to know what's in the charity shops. and what's in the areas, because obviously our charity shop across the whole of the UK, people love going, ⁓ you're in my area? or I didn't even know that charity shop was there. I've never been in there. You know, it's just showing people what's in there. That's what they want. Yeah. CSG: charity shops and what's in the areas because obviously at charity shop across the whole the UK yeah people love going oh you're in my area oh yeah I didn't even know that charity shop was there I've never been in there you know it's it's showing people what's in there yeah yeah and what's what's inside because if you haven't grabbed them with the window at least you know take them inside and see what's in there oh yes that's that's your first selling point isn't it Amelia Cartwright: Yeah, exactly that. I love the window, obviously. One of my top tips, don't forget about the window. Yeah. And the window for me is, I used to have a cake shop actually in Sandbatch. Doing my window was my favourite thing ever. Because it's when people will be like, oh wow, oh, let's go in. It's like the trailer of a movie, isn't it? That's your trailer on the front. Yeah. Then they come in. CSG: for me is I used to have a cake shop actually in Sandbach, doing my window was my favourite thing ever. Because it's when people will be like, oh wow, let's go in. It's like the trailer of a movie, isn't it? That's your trailer. Yeah, that's a really good way of putting it actually. I love seeing them when they stop to look at the window and then they come in and you're like, yes, I've done my job right. Yeah. And what do you think charity shops could do better on their social media channels? Amelia Cartwright: Yeah, I've done my job exactly. Yeah. post more stuff on their stories about what's coming in, what you've got, you know, if you've had like something amazing in like, I don't know, like a designer item or a really vintage piece. And again, leaning into those trends. let's say, know, I love Princess Diana's style, I love it. And so many other people do, I've done a poll before about who's your style icons, Diana's up there with it. You know, if an outfit comes in at a charity shop that is very Diana. posting it on your social media but ⁓ leaning into that and going, this is so princess Diana, and then sharing a next to it of that, you know, it's very this, ⁓ is it the Brit, is it the Met Gala? This is so the Met do you know what I mean? Yeah, it's like lot of them already are doing it. CSG: posting that on your social media but leaning into that and going, this is so princess Diana, and then sharing a picture next to it. All of that. You know, it's like this. Is it the Brit, is it the Met Gala? This yeah, love it when charities do that. It's Amelia Cartwright: Lots of them are already doing that. The charity retail sector now is very forward thinking, which is great. And I think that they just need to lean into that more and be more present on their social media, which I do understand is hard because it's like a full-time job, social media. CSG: Lots of are already doing that. Like the charity retail sector now is ⁓ very forward ⁓ which is And I think that ⁓ they just to lean into that more and be more present on their social media, ⁓ which I understand is hard because it's like a full time job. ⁓ And that's the thing I think charities find it difficult to invest in marketing teams. I always think have one person for social media because it's a full-time job collecting that content, posting it and posting it regularly enough to get that engagement. But charities shy away from spending their budget on that because it's hard to see the return on investment. But it is massive. I am proof of that. I am 100 % proof that when I've gone into shops, Amelia Cartwright: Yeah. Yeah, 100 % yeah. Yeah. But there's a big reason. And I'm I am proof of that. I am 100 percent proof that when I've gone into shops and worked with them and they and I've taken a social media takeover or I've mentioned that shop or I've spent the day with them, people have come into that shop. So I I I am a marketing tool. And I'm better than a Facebook than a Facebook post. because people who follow me are charity shoppers. So they're coming to see what I'm buying, where I'm going, where's the best charity shop. And I have proof that by posting on social media, you will get a return that will probably pay for what you'd pay for using social media. CSG: I am a marketing tool. I'm better than a Facebook post because people who follow me are charity shoppers. So they're coming to see what I'm buying, where I'm going, where's the best charity shop. And I have proof that by posting on social media, you will get a return and will probably pay for what you pay for. eBay shop or an online website that sells your stuff as well you can be targeting anyone. ⁓ Amelia Cartwright: Yeah. But yeah, but let's not also forget that when I go places, like let's say for example, I love Lincoln, I love York, I will go there for the weekends and I love going there because they've got loads of charity shops. So if you can encourage people, like there's like Bakewell, there's Matlock, there's these lovely places that have got a great selection of charity shops, you're gonna invite people to come in, spend the whole weekend there And charity shoppers love that. They love somewhere that's got a row of charity shops. What can I get to eat? People message me all the time, I'm coming to Sandbash. Where could we stay? Where could we go for something to eat? You know, it becomes like a day out. CSG: of it, Charity shoppers love that. They love somewhere got a row of charity shops. What can I get to eat? People message me all the time, I'm coming to Sandbash, ⁓ where can we stay? Where can we go for something to eat? It becomes like a day Yeah, yeah, yeah, no, I like that. Okay, so let's talk about visibility and impact then. So you've taken charity shopping and pre-loved fashion onto mainstream platforms like this morning. So how did that all come about? actually a video of me dancing and singing in my bedroom. I ⁓ love that. ⁓ Leanna me my and then she then told them, ⁓ she's actually like in fashion. does charity shopping and they were like, ⁓ Amelia Cartwright: They saw a video of me dancing and singing in my bedroom and asked Leanne about me, my management. And then she then told them, ⁓ she's actually like in fashion. She does charity shopping. And they were like, and then it came from that. ⁓ So ⁓ then ⁓ obviously been four times now, which is huge. ⁓ Once ⁓ first one talking my charity shop, Top Tips. ⁓ CSG: And then it came from that. ⁓ brilliant. Then obviously I've been on four times now, which is huge. Once, first one was talking about my charity shop, Top Tips. Second one I did like a Halloween special talking about bric-a-brac and how you can buy, buy some costumes and decorations. Then the third one I started the catwalk. And then I think the fourth one I just do like a chat? ⁓ Amelia Cartwright: Second one, did like a Halloween special talking about bric-a-brac and how you can buy buying secondhand costumes and decorations. Then the third one, I styled the catwalk. And then I think the fourth one, I just do like a chat? But huge, huge platform for charity retail. ⁓ And I absolutely loved it. I loved that I was given the sector, that voice and platform. And the things that they got were amazing. Like they had Tom Ford bags on there and everything. like, I think it was really just show up. And apparently I have heard and seen that the ratings from those shows were really good. Really good. CSG: And the things that they got were amazing. Like they had Tom Ford bags on there and everybody. Like I think it was really just shunk. And apparently I have heard and seen that the ratings from those shows were really good. ⁓ brilliant. That's good. That is good. Yeah. And that's the thing, because that's why we did this podcast as well, because there's loads of podcasts out there and there's loads about the charity sector, but we couldn't find any that was about charity retail specifically. And that was a gap that we were like, someone needs to be talking about how great the sector. Amelia Cartwright: Yeah. Yeah. Yeah. Incredible. Yeah. CSG: is yeah so kind of going on this morning and TV and did it change how you saw your role in the sector about the voice you could have for us? Yeah because I think I became a trusted voice then where I felt like this morning trust me Amelia Cartwright: Yeah, because I think I became a trusted voice then where I felt like this morning trust me to be an as ⁓ secondhand shopping and it's a huge to say that this is okay. Also, I talk about saying it's okay to wear something five times, 10 times. It's okay to wear something that's not new. It's okay to buy your kid's stuff that's not new. ⁓ So. I felt more of a trusted voice that people, that they saw me as an expert and a professional in my field, They wanted my advice, ⁓ you know what mean? CSG: They wanted my advice. yeah. ⁓ Yeah, yeah, definitely. ⁓ you've also got amazing BBC show on with Joanna Page, Shrift the Thrift. ⁓ Can you tell us a bit about that? ⁓ what do you think people will get out that show if they haven't watched it already? ⁓ it's ⁓ it's an Amelia Cartwright: it's an incredible show. Again, I've said it so many times on this podcast, great, great platform for charity retail because that's what it's about. It's about charity retail, nothing else. You it's not a mix of this and a mix of that. It is solely two people from the public going out charity shopping with two experts. I'm one of the experts on four of the episodes. You get given 100 pounds. You go out and you... buy, spend your hundred pounds. And the goal is to spend your hundred pounds. And that hundred pounds is going to that charity. The member of public also picks a charity of their choice. Then that stuff goes to a live auction. The stuff gets sold and that money goes to charity. So it is all around charity. So it's an incredible, incredible platform for charity retail. We visited some amazing shops. you know, really shone a light on some incredible volunteers, shops, locations. It's not just about what we bought. So much bigger than that. It's about the areas, it's about the charities, it's about what we found, what we saw. So it's showing a lot of the charity retail sector. CSG: so much bigger than that. Yeah, it's about the charities, it's what we found, what we saw. So it's showing a lot of the charity retail sector. Brilliant. And I really hope that it reaches a new audience for charity shoppers or just really encourages them to go in there regularly to see the newness because donations come in all the time, don't they? Faster than other shops. definitely from my episodes because I'm very much like, I'm all about fashion. So I had to be reined in a couple of times about, know, maybe I'm a lot. Amelia Cartwright: Yeah. I think you'll see definitely from my episodes, because I'm very much like, I'm all about fashion. So I had to be rinsing a couple of times about, maybe have a look in the other sections. But I pick up a lot of really good quality stuff. ⁓ So yeah, I'm excited for people to see it I think it will do amazing. And I think it's a great thing for charity retail. CSG: the other section. But I pick up a lot of really good quality stuff. yeah, I'm excited for people to see it and I think it will do amazing and think it's great. Yeah, yeah, I mean we've got to get our the awareness out there haven't we for those who have never stepped in foot in a charity shop who's walked past we want them to kind of walk through the doors and find the incredible finds that you guys always find Yeah Have you noticed a difference in how people engage with your content or charity retail since kind of all of these appearances if you had New followers have you had people say ⁓ my god, I've never charity shop before ⁓ Amelia Cartwright: Yeah, 100%. Yeah. I think they definitely will. Oh yeah, I get that all the time. It's my favorite message actually when someone says, I would never have stepped foot in a charity shop. I remember a message vividly that I got once and someone said, I never would have, I was always too embarrassed to go into a charity shop. and this message I just love because it just summed up charity shop and she said, I bought a pair of curtains, a vase, a blazer and a pair of sunglasses and some wine glasses. And I thought, CSG: I would never have stepped foot in a charity shop. I remember a message vividly that I got once and someone said, I never would have, I was always too embarrassed to go into a charity shop. ⁓ and this message just love because it just summed up charity shop and she said, ⁓ I bought a of curtains, ⁓ a vase, ⁓ blazer ⁓ a pair sunglasses and some wine glasses. And I thought ⁓ that just made whole day because she has a proper rummage. know what mean? She didn't just say, I just went in and bought one thing. ⁓ Amelia Cartwright: That has just made my whole day because she has a proper rummage. You know what mean? She didn't just say, I just went in and bought one thing. The fact that she listed off what she bought and it was so random was like, I've just encouraged someone to have a full-blown rummage. So it was really special. And I do think that people are seeing my pages, showing the amazing stuff that I find, that it doesn't have to cost a lot to look and feel great. Whether that's... even buying gifts, it's okay to give secondhand gifts as well. CSG: The fact that she listed off what she bought and it was so random. It was like, I've just encouraged someone to have a full-blown rummage. So it was really special. I do think that people are seeing my pages showing the amazing stuff that I find, that it doesn't have to cost a lot to look and feel great. Whether that's even buying gifts, it's okay to give something like that. Yeah, absolutely. And I think we're slowly starting to remove that stigma, aren't we, about charity shops not being cool, especially with the younger generation. Amelia Cartwright: Yeah. CSG: because they have got used to things like vintage and depop and eBay and stuff I think there's less of a stigma Amelia Cartwright: Yeah. CSG: ⁓ Amelia Cartwright: think the younger generation now aren't as bothered by that. I think it's more about removing the stigma from my generation. Do you know what mean? my ⁓ era because... ⁓ I think they're the ones that are still a bit like, ⁓ don't know if they're the ones that, no, I've already had my picture taken on that on social media. I'm not wearing that again. I wore it already to a wedding. I'm not wearing it again. Whereas I want to tell people, doesn't matter if you wore it again. You don't need a new outfit every time you go out. Whereas I think the younger generation, especially my kids' age, aren't really that fussed about it. I'd say it's my age range, really. CSG: Yeah, yeah, yeah Yeah, well, So where can people watch shift the thrift then? Amelia Cartwright: It's on BBC, it'll be on iPlayer. ⁓ I think it's also on BBC Wales. CSG: Brilliant, okay well we'll definitely have to watch that then and have a look what that's about. So we've noticed you've definitely been more visible on places like ⁓ LinkedIn, helping to demystify some common misconceptions about charity retail. Was there anything that brought about this change? I think again, it's just going back to me saying that I want the charity sector to know that I'm for them. Amelia Cartwright: So we've to definitely been more. I think again, it's just going back to me saying that I want the charity sector to know that I'm for them as well, you know, and I think that lots of my audience who I'm trying to reach are on LinkedIn. You know, it's a great place for conversation, isn't it? Even those like, ⁓ conversations that you'd have, even that CEO conversation I had on there, you know, about the pay and stuff. Or when I talked about landfill or when I think there was a myth, I did a myth busting about why charity shops shouldn't charge pennies. and the amount of people that were in there getting their hair off, you know, like, I love those conversations. I love getting right in there with, actually, no, you know, I love those conversations, so, and I feel like LinkedIn is the place for that. CSG: those conversations I love getting right in there with them. Actually no, I like those conversations and I feel like LinkedIn is the place for that. It is because people do like a good debate on the comments don't they? And it's important to get other people's views. know Amelia Cartwright: Yeah, they do. Yeah. And it's important to get other people's views. I love those conversations. Like it really excites me. CSG: those conversations like the earlier sites. Well like going back to your previous point about you you're a marketing tool, LinkedIn is like free market research to get people's opinions on things and people from all walks of life, all different sectors, not even just CharityVita will jump on and give their five pence worth. Yes I think it's great that you're doing more of that and demystifying those. Amelia Cartwright: LinkedIn is like free market research to get people's opinions. Yeah, exactly. Yeah, exactly. I think the reason why I'm doing more of that now is because I'm more educated. I'm not the type of person that'll talk about something unless I'm educated by it, which is why I don't really talk about sustainability or landfill because it's, yeah. But I don't know enough about it to talk about it. But now when I'm learning about these charities and their costs and their overheads and what they do and how much it is to have a counseling session, how much it is to know, to spend. CSG: educated. I'm not the type of person that'll talk about something unless I'm educated. I don't really talk about sustainability or landfills. That's the bonus side of Chariterito. don't know enough about it to talk about it. Amelia Cartwright: a day in a hospice, you know what mean? And it's not even that, it's the afterwards. Like if I lost someone in a hospice, they look after you after that as well. Do you know what mean? They don't just dump you afterwards. It's the aftercare of after you've lost that person and these wonderful people who are working in there. So now that I feel more educated on it, I feel like I can get these juicy conversations. CSG: charities and their costs and their overheads and you know what they do and you know how much it is to have a consulate section how much it is to have you know to spend a day in a hospice you know what I mean yeah and it's not even that's the afterwards like if I lost someone in a hospice they look after you after that as well yeah you I mean yeah just dump you afterwards no it's the aftercare of after you've lost that person yeah you know these wonderful people who are working in there so now that I feel more educated And does that, has that education come through because of your work with charities, like being an ambassador, or do you find any of those tidbits of information on social media? Is that something that charity retail should be doing, is putting those costs out there? Amelia Cartwright: Yeah. ⁓ yeah. 100 % yeah. And I think having those things present in their shops is important, even in little photo frames, just a little something that just sticks in people's minds when they walk past. And I love educating myself on stuff that I'm passionate about. mean, going as far as my migraines and my migraine sufferer, I go to migraine conferences, I listen to podcasts, I read books, because I want to understand what I'm living with. And it's the same as charity shopping. I'm not just the charity shopper that goes in and does hauls. I'm here for the sector. So I want to be educated about the sector. So when someone hits me with a question, I can go, well, actually, which I love doing, I like stand up straight and I'm like, excuse me, don't talk about my sector like that. Yeah, do. Yeah, I do. Because I love the sector. Like, and I will say this and I love this, say it all the time. CSG: That's Yeah. I love that getting defensive. Getting all mama bear of the charity shops. Amelia Cartwright: I've done so many jobs in my life. I've worked in the car industry. I've sold double glazing, sold Dyson Hoovers. You know, I've had a cake shop and I've always just felt like this isn't it. I do enjoy it, but this isn't it. I remember standing in the back room sorting through donations in an air ambulance about three years ago and having this overwhelming feeling of this is exactly where I'm supposed to be. And when you could put me in a celebrity event and I'll enjoy it. CSG: I've done so many jobs in my life. I've worked in the car industry. I've sold double glazing, sold Dyson Hoovers. You know, I've had a cake shop and I've always just felt like this isn't it. I do enjoy it, but this isn't it. I remember standing in the back room sorting through donations in an air ambulance about three years ago and having this overwhelming feeling of this is exactly where I'm supposed to When you could put me in a celebrity event and I'll enjoy it. Amelia Cartwright: but it doesn't fill my cup. But if I spend the day with a charity, I was recently working with Salvation Army in Nottingham. When I come out of there, I got in my car and I cried because everyone was so lovely. ⁓ You know, there's a woman who's volunteered there for 40 years and ⁓ CSG: Yeah ⁓ Amelia Cartwright: I come out and I sit in my car and I think that is what fills my cup. It's the charity sector that is my beating heart. And it's so important to me more than anything else. CSG: Yeah, that's so lovely to hear because it is so rewarding and quite often anyone who works or volunteers for the sector They're probably underpaid overworked stressed out, but they do it because of the love of it you know it's the most rewarding job that I've ever had Amelia Cartwright: Yes it is. Yeah, they love it. Yeah. And also I always say, anyone that ever asks me if you won the lottery, what would you do? I'd volunteer. I'd like, I'd volunteer and I'd do like fundraisers and events. And I would, I would give every bit of time I had to the sector. And I wouldn't, you know, it wouldn't change like that question. What I mean is I wouldn't stop doing it. I wouldn't stop shopping in charity shops. I'd probably spend more money. You know what mean? I would, everything in my heart and soul would go in. CSG: it anymore. I always say, anyone ever asks me if you won the lottery what would you do? I'd volunteer. Yeah. I'd like, I'd volunteer and I'd do like fundraisers and events. yeah. I would give every bit of time I had. to the sector and I wouldn't you know it wouldn't change like that question what I mean is I wouldn't stop doing it yeah I wouldn't stop shopping you mean I would everything my heart and soul would go in to the sector I wouldn't if I won the lottery it wouldn't mean that I'd start shopping in I was gonna say Halfords then get Amelia Cartwright: to the sector. If I won the lottery it wouldn't mean that I'd start shopping in... I was going to say Halfords then. Harrods. I wouldn't shop in Halfords or Harrods. But know, ⁓ my belongs to the CSG: That's so clear. It's so obvious when talking to you how passionate you are about the sector and I think that is why people trust you to be our voice out there don't know. know that sounds so weird but when I go into shops they go, is it okay if we post you on our story? it okay if they message me? it okay if we repost your video? Take it, it's yours. The content is there for you. You know what mean? So take it. Okay, so thinking about kind of the future then, what do Amelia Cartwright: Yeah. Yeah. because I'm yours. And I know that sounds so weird, when I go into shops, they go, is it okay if we post you on our story? it okay, or they message me, is it okay if we repost your video? Take it, it's yours. The content is there for you. You know what mean? So yeah, take it. Okay, so thinking about kind of the future then, what do you think? CSG: do think charity shops need to do to stay competitive on the high street? keep doing what they're doing now. ⁓ don't really think they need to change much. ⁓ doing ⁓ great job. ⁓ moving with the times. They're moving faster than regular retail. ⁓ ⁓ know... ⁓ Amelia Cartwright: keep doing what they're doing now. I don't really think they need to change much. They're doing a great job. They're moving with the times. They're moving faster than regular retail. It's coming. It's coming for charity retail, I think, big time. And they're doing the right things. 100 % they're doing the right things. Yes. That's all I would say. Yeah, keep going. There's nothing, there's not really a lot that I would say to change. CSG: It's common. It's common for charity retail, think. Big time. And they're doing the right things. 100 % they're doing the right things. Yeah, keep going, guys. That is the thing, it's the resilience. Amelia Cartwright: Just keep going, keep shouting about it, keep doing what you're doing and I'll keep coming in. CSG: And what's next for Charity Shop Girl then? Anything on the horizon for you? Amelia Cartwright: ⁓ obviously the new BBC show. Other than that, just happy where I am. I hope to work with loads more charities. This year I've been working with loads of new charities that I've not worked with before. ⁓ Tonight, I know this is going out later, but tonight I'm hosting my very first event in Chester with Hope House. It's like a little night with CSG where you get styling tips. I'm donating stuff and I'm going to stick stickers on and put them in. And I'm so excited about it. So I hope that I get to work with more charities. I hope I get to put more charities on the map. I'm happy where I am right now. I just want to keep being there for the sector. ⁓ 100%. ⁓ CSG: Yeah, and I love the fact that you want to get to know the purpose behind each of the charities because there's so many good causes that charities are working for. We talk lot about hospice because there's a lot of hospice shops within the charity retail sector but there are so many different causes out there that all deserve a voice in the room. So yeah, it's great that you're trying to get behind that definitely. Okay, so we're going to do a quick fire round. So no pressure, just say the first thing that comes to mind. Amelia Cartwright: Yeah. Yeah. Please scare me. CSG: So we'll start with the most underrated section of a charity shop is. Amelia Cartwright: The man's 100%. CSG: Agreed. One thing I'd change immediately in most shops. Nothing. They're just perfect. You're perfect. Perfect charity shops. individually got their own little thing going on. And it's different for each customer, isn't it? Yeah. I'm more likely to buy something if... The prices are... The price is right. The price is right, exactly. The price is reasonable. And the easiest way to increase spend is... Consistent. Amelia Cartwright: Nothing. Yeah, they are perfect. They're all individually got their own little thing going on. Yeah. Yeah. The price is right, exactly. The price is reasonable. consistent pricing. CSG: and the best charity shop experience always includes. Amelia Cartwright: a chatty volunteer. I love a chatty volunteer. I know that they're not all chatty, it's just that experience of, love chatting to volunteers. I love it. Cause every single one of them is individual. So love a chatty volunteer. Yeah. CSG: We love a chatty volunteer. I know that they're not all chatty but it's just that experience of I love chatting to volunteers, I love it because I'm not seeing them as an individual. Yeah because they're there for free. I think their stories are always so interesting because I'm always want to say why are you giving your time out And I think it's important because I don't even mean that that volunteer is chatty, I mean us being chatty as a custom. Yeah. Giving your time to the volunteer. Amelia Cartwright: Yeah, I think it's important. I don't even mean that that volunteer is chatty. I mean us being chatty as a customer to the volunteer and giving your time to the volunteer and just being chatty. CSG: Yeah, Yeah, so really brilliant conversation. You can see how passionate you are about the sector, which is brilliant. And what really stands out from this conversation is the power of perception. When charity shops are presented well and talked about differently to different audiences, they attract completely new people. And that is what we need as a sector. And it's not about becoming commercial retail. That's not what we want. It's about building on what makes charity retail special, their purpose, community and circularity. And what Jen's shown here is that the potential is already there. It's often just about how it's brought to life. We see it all the time. Small changes to merchandising, layout, or how items are styled can completely shift how people shop, how long they stay, and how much they spend with you. And those small changes really add up, and that's where the Charity Retail Consultancy support organizations. Whether it's retail or e-commerce reviews, visual merchandising, mystery shops, I bet you'd love a mystery shop, Amelia Cartwright: here is that the potential is already there. Yeah, what? Yeah, did know. No, they wouldn't. They wouldn't. They wouldn't think it was me. I need to be a mystery shop. CSG: You're too famous to be a mystery though. Gift aid or leadership training with MBTI, it's about making those improvements consistent across every shop. Our visual merchandise and training has seen average spend increase in charity shops by over £6 and with gift aid we've seen conversion rates increase by 48 % in just one month with sign-ups doubling. So the impact can be huge when you get the basics right. So if you're listening and thinking there's more potential there, that's exactly where we can help because the potential is already there. just about turning it into results. ⁓ before we wrap up, it's time for our shop shout out. ⁓ Jen, is there a charity shop, a reuse space or ⁓ you'd like to give some love to? Amelia Cartwright: Jen, is there a challenge shop, reuse space or initiative you'd like to some love to? That is such a hard question, because everyone's got their own little individual. CSG: like asking to choose your favourite child. Amelia Cartwright: Yeah, I know. And I love them for all different reasons. Same as the charity shops. ⁓ CSG: I guess the same as the Chalice issue. I'm gonna talk about something that really sticks in my mind when I visited a Salvation Army shop in Sheffield. Huge charity shop, huge, like one of the biggest ones I've ever been in. It was like Santa's workshop. I remember stepping back and just watching that everyone had their own little job and it was like, wow, like everyone knows where they need to be. There's a man fixing bikes. They had like a section where people could... Amelia Cartwright: I'm gonna talk about something that really sticks in my mind when I visited a Salvation Army shop in Sheffield. Huge charity shop, huge, like one of the biggest ones I've ever been in. It was like Santa's workshop. I remember stepping back and just watching that everyone had their own little job. And it was like, wow, like everyone knows where they need to be. There was a man fixing bikes. They had like a section where people could, if someone donated a bike, they were fixing bikes. CSG: that if someone donated a bike, they were fixing bikes. Something that sticks in my head is there's a big homeless community near that shop. ⁓ Amelia Cartwright: Something that sticks in my head is there's a big homeless community near that shop. And I learned that not all homeless people wanted to be helped. They don't want that. They're quite happy with what maybe not happy is the right word, but they they don't want the help, really. They just want the support. So they had a section in the back where they had sleeping bags, socks, coats. CSG: And I learned that not all homeless people wanted to be helped. don't want, they're quite happy with what, maybe not happy as the right word, but they don't want the help really. They just want the support. So they had a section in the back where they had sleeping bags, socks, coats, flasks. Amelia Cartwright: flasks, little like old, you know when you stay in a hotel and they have like the little shampoos and conditions and stuff, they'd made up these feminine bags for women who were homeless. So the homeless community would come in and just tell them what they need. They'd get a new sleeping bag, coat if it was cold, socks, have a little chat and then they'd go. And I just stuck with me that they weren't trying to push them. CSG: little like old, you know when you stay in a hotel and they have like the little shampoos and conditions and stuff they'd made up these feminine bags for women who are homeless. the homeless community would come in and just tell them what they need. They'd get a new sleeping bag, coats if it was cold, socks, have a little chat and then they'd go. And it just stuck with me that they weren't trying to push them to maybe what they didn't Amelia Cartwright: to maybe what they didn't want, they just were there for support. And I just loved that they'd, this Salvation Army shop had thought of everything, the little feminine bags, you know, and that sticks with me. CSG: one they just were there for support. And I just loved that they've, this Salvation Army shop had thought of everything. The little feminine bags, you know, and that sticks with me. And that's so lovely because that's the thing, you would not get that in Zara, would you? You wouldn't have that kind of story come out of a Zara shop. Yeah, it's... Amelia Cartwright: No, you wouldn't. No, no. it's ⁓ just special because They're just supporting, you know, I mean, they're just being there for that support. CSG: ⁓ So Jen, thank you so much joining us. It's been a really brilliant and insightful conversation. ⁓ And to our listeners, if you this episode, don't forget to follow, leave a review and share it with someone who loves charity shops ⁓ as much as Jen does. ⁓ can follow us on Instagram, and LinkedIn at charity shop chat Amelia Cartwright: Thank you so CSG: And we actually also have videos of Jen on our YouTube channel for the charity retail consultancy as well, given her best charity shopping tips as well. So check that out. know it was. Yeah. I'm sure 99.9 % of our listeners already follow you, but if they don't, do want to give a shout out of where they can you? You can find me on Facebook, Instagram, TikTok, LinkedIn. Amelia Cartwright: And we actually also have videos on our YouTube channel, which are Twitter. Gosh, that was a long time ago, wasn't it? Probably You can find me on Facebook, Instagram, TikTok, LinkedIn, and probably in your local charity shop. CSG: And now on the BBC as well. So that is all from us today. But as always, charity shops are full of stories that deserve to be told and we love sharing them with you. Thank you. Bye. Amelia Cartwright: Thank you.