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Anatomy of a Leader: Drew Green of Indochino [Feature]

Anatomy of a Leader: Drew Green of Indochino [Feature]

The journey to become one of Canada’s most successful business executives and entrepreneurs wasn’t an easy one for Drew Green considering his roots in Toronto.

Drew Green

But the current CEO of Indochino always had his passion for sports he could turn to as an escape from the challenges of growing up and later on the lessons he learned from sports helped him navigate the complex business world in achieving success.

“I came from a pretty underprivileged background. My mom and dad divorced. My mom was a teacher but underpaid because she didn’t have her university degree. So we moved 18 times in 18 years,” said Green. “I think I had a good childhood because my mom was amazing but sports for me was an opportunity to be really good at something.

“And what I learned, that’s really applied to my life, was the importance of teamwork, the importance of leadership, the importance of learning how to win. And what I mean by that is practice is important. Not only doing practice but doing extra practice. And also how to deal with losing.

“We took basketball pretty seriously at the high school I was at. We won provincial titles and all kinds of different stuff. It taught you how to win and how to lose. How to set goals at the beginning of a season and then go after it. 

“I played every sport. Volleyball I loved. Football. Basketball was my passion. The ability to work hard. That’s something I’ve passed on to my sons . . .  I learned how to work hard from different things but sports teaches you you need to work hard to be good.”

York University Basketball Team (Drew Green: Top Row, 4th from Left)

Green was born and raised in Scarborough, Ontario, and went to York University. After playing basketball at university as a point and shooting guard, he went overseas to Australia and Singapore.

At university, he took kinesiology courses.

“I thought I wanted to be a chiropractor. Or a doctor of some sort. I took the kinesiology route but my first business kind of mushroomed. It just exploded and I ended up running that for three of my four years at university and then selling it,” said Green.

“It was a personal training company. It was at a time in the mid-90s when personal training was just kind of taking off. I had so many clients. I hired trainers. I built a gym and then I ended up selling it to go overseas to play ball.

“Playing in Australia took me all over Asia. I think 23, 24 countries, which was an amazing journey.”

Years later, he came back to Canada and began his business career.

Image: Drew Green (2015)

“For me, I’ve always been a creator. I’ve created businesses from my teenage years through to now in my late 40s. Indochino specifically is kind of an interesting story. I retired at 39 and was thinking of taking a couple of years off. I have two boys. I just built a business and then Amazon came at me and said hey why don’t you come here and run one of our divisions. So they offered me a CEO role there,” said Green.

“And I actually signed it. I signed the agreement. And Tom Stemberg who was chairman of Indochino (at the time) . . . was convincing and said let’s buy the company, structure it in a way that it’s yours and you come in and  you build it. Indochino at the time was a regional business . . . It was a big decision. I’ve always really admired Amazon and was really excited about that opportunity but I’m an entrepreneur and a creator. That’s the story.”

He began with Indochino in 2014-2015.

Image: Drew Green, INDOCHINO CEO

What is it about being an entrepreneur that attracted Green?

“I think the real answer is the independence. The ability to be my own boss in a way. Yes always you’re reporting to boards and shareholders. But in a way you’re responsible to yourself and your team,” he said. “But I really like the idea of like just creating and kind of being my own boss and having unlimited upside, and creating that upside.

“Through my career, I’ve founded over 15 companies and all of which are still around in one form or another. Some are publicly-traded companies now. I kind of consider Indochino not as a startup but as a re-start. We basically changed everything in the company and we launched into retail in 2015-2016 and the rest is history.”

Green is an award-winning Chief Executive Officer, entrepreneur, and expert in starting and managing high-growth companies. A visionary leader, Green has created one of the world’s fastest growing apparel brands. Between 2015-2023, he established over $100 million in strategic capital commitments for Indochino from Madrona Venture Partners, Highland Consumer, Dayang Group, Mitsui & Co. and Postmedia Network and has secured partnerships with hundreds of celebrities and professional athletes, along with MLB, NHL, NBA and NFL teams. Indochino created, launched, and then expanded to +100 showrooms, employing over 1,000 people across North America, with another 3,500 people in China working daily to produce the one-of-a-kind garments each Indochino customer creates.

Previously nominated as top 40 under 40, as well as CEO of the year, Green has been recognized for his accomplishments throughout his career. In 2017 Green was awarded the Lifetime Innovation in Retail award. In 2018 he was awarded Retailer of the Year by Chain Store Age, and in 2018 Green was selected as The Entrepreneur of the Year, by Ernst and Young. 

INDOCHINO San Jose (Image: INDOCHINO)
INDOCHINO Kansas (Image: INDOCHINO)

In 2019 Canadian Business announced that between 2015-2019, Indochino  was #1 fastest growing Canadian retailer, with sales globally, and 3rd fastest growing retailer in Canada, amongst retailers with revenues over $100 million. Over the past 25 years Drew has sold billions of dollars’ worth of product globally, online and in store, and is recognized as a direct-to-consumer expert. 

Prior to Indochino, Green founded and was Chief Executive Officer of Canada’s first multi-merchant marketplace, which is now owned by EMERGE COMMERCE, which he leads as Chairman and major shareholder. Throughout his career, he has held leadership roles at companies that have created billions in shareholder value through leadership roles at FloNetwork (acquired by DoubleClick). DoubleClick (acquired by Google), and  SHOP.COM, (acquired by Market America) amongst others.

Over the past 25 years Green has started or invested in over 50 private companies, venture funds and real-estate assets across Canada, all of which (+50) are still held and being built via DREWGREEN.CA INC. Over his career, he has founded and become chairman of over 15 Canadian companies, including five that are currently public on the TSX and or NYSE, raising over a billion dollars as a Founder, CEO and or Chairman. He  also serves as a board member at York University, his alma mater, and awards yearly scholarships for York and UBC students.

Image: Indochino

Green no longer plays basketball but he’s closely associated still to the sport through his boys who play at a high level with Prolific Prep in Napa. One’s a senior and one’s a freshman. 

“I kind of have this approach to work life balance which is I’m always working, I’m always on vacation,” he said. “I know that sounds a little weird but it’s worked for 20 years. My days start super early and sometimes finish super early and then work really late. I usually get up around 4:30. My meetings start sometimes as early as 5 a.m.

“I just try to balance everything to make sure I’m the best possible father. I spend a lot of time with my sons. I’m there for them through their journey, through their goals, through their dreams. And then work is busy. 

“My hobby is being a father. At this point that’s kind of my number one hobby. I don’t golf. I don’t do anything of that. I work out quite a bit but not basketball related.”

Image: Indochino

Indochino has 83 showrooms across North America.

“We have a 50 store rollout in 2024 that we’re working on now and we’ll have more details (in the future) and some other opportunities. We think we’re going to launch between five and 17 new showrooms in 2024,” said Green, adding the new showrooms will all be in the U.S. There are currently 13 locations in Canada.

“I’ve got a 50-store test with a major partner that hopefully will launch sometime in the summer. I can’t give it away too much, but it’s a department store that we’re looking at launching an Indochino concept in.”

Upscale Tattoo Studio ‘Steel N Ink’ to Open at Montreal’s Royalmount After Successful Launching at The Well in Toronto [Interview/Renderings]

Steel N Ink at Royalmount (Rendering: Optima Design)

After recently opening at The Well, downtown Toronto’s massive mixed-use development, the upscale tattoo and body piercing studio Steel N Ink has secured a deal to open later this year at the huge new Royalmount project in Montreal.

The idea for Jamie Randolph’s Steel N Ink business began years ago when he took a summer job with a family friend in Sauble Beach, near Owen Sound, Ontario.

The first location opened in Sauble Beach in 2005 and today it has 15 locations operating.

Steel N Ink at The Well (Image: Dustin Fuhs)

Randolph said The Well is one of the biggest projects in Canada and the location is excellent.

“It’s going to be a focal point of Toronto shopping and just tourists visiting, right in the centre of it all,” he said.

“We’re looking to expand to other provinces. I’m a born and raised Montrealer. So Royalmount is a bit of a homecoming for me. When I saw the Royalmount project was coming along and almost ready to open, it was something I couldn’t pass up. It’s a great opportunity for Steel N Ink to be in a centre of that class and I’m very happy to be there.”

Randolph said the expected grand opening of the Royalmount location is August 24.

Michael Stroll

“We are thrilled that Steel N Ink has joined the roster of category leading brands at Royalmount. They are proven leaders in their field and we believe they will meaningfully enhance the service offering at Royalmount,” said Michael Stroll, Vice-President of Leasing for developer Carbonleo of the massive Montreal project.

Steel N Ink at Royalmount (Rendering: Optima Design)
Steel N Ink at Royalmount (Rendering: Optima Design)

Randolph said The Well location is close to 1,200 square feet while Royalmount will be about 1,000 square feet.

“The body art industry is really just an extension of the beauty industry and that’s going strong for the last couple of years. We’re just kind of joining that,” he said.

“We’ve been at it here for 18 years. We’ve been pushing the boundaries of the industry. It’s gotten broader and broader. More and more people are getting tattoos, piercings and it’s great to see.”

Besides its base in Ontario, the company also has two locations in Winnipeg. It’s in CF Polo Park and recently opened a new location in Kildonan Crossing.

“We’re going to keep it going. Keep expanding. Canada’s a big country. There’s a lot of places to cover. We’re looking forward to continuing,” said Randolph. 

He said about 1,200 square feet is the ideal space for a typical store.

“We’re looking for high traffic locations, A-Class centres. We want to be in  very nice centres. We want to be in prestigious areas,” added Randolph.

“We recently came out with an apparel line. It’s designs from our tattoo artists and we’ve printed them on some clothing that we now sell in the stores. These are limited edition type items.”

Steel N Ink at Royalmount (Rendering: Optima Design)

When Randolph was 17 years old he went to Sauble Beach to work in a summer job in the seasonal beach town. He went to work for a family friend, who owned a body piercing and T-shirt store. Randolph worked there and then bought it in 2005 and made it a tattoo studio as well.

“I started in Sauble Beach and everyone always said to me ‘who would get a tattoo on vacation?’. You know it’s just people. When you have a large crowd of people you have traffic. It’s very inviting. People come in and everyone’s thinking of doing a tattoo but a lot of people don’t go out of their way to get it done and other studios kind of make it hard to book in and they’re in certain parts of towns,” said Randolph in a previous Retail Insider story.

Italian Luxury Brand Brunello Cucinelli Opens Yorkdale Pop-Up Ahead of Permanent Space in New Luxury Wing 

Brunello Cucinelli Pop-up at Yorkdale Shopping Centre, January 2024 (Image: Craig Patterson)

Italian luxury brand Brunello Cucinelli has unveiled a pop-up store at Toronto’s Yorkdale Shopping Centre ahead of a permanent store set to open nearby. The brand is expanding across the country by opening standalone stores. 

The Yorkdale pop-up spans about 3,250 square feet on one level, and is located between a Tudor store operated by Raffi Jewellers, and Michel’s Bakery which will be relocating in a few months. Brunello Cucinelli will open a permanent store nearby in a new luxury wing at Yorkdale that is being developed by landlord Oxford Properties. Luxury brands such as Loewe and others are confirmed to be opening in the new wing, made possible by relocating various retail tenants that had occupied the central corridor of the mall. 

DWSV Realty represented Brunello Cucinelli in Canada and negotiated the Yorkdale lease deal on behalf of the retailer. 

Brunello Cucinelli pop-up circled in red. Click image for interactive mall map.
Former Brunello Cucinelli at Yorkdale Shopping Centre (Image: Craig Patterson)

The new Yorkdale pop-up replaces a Brunello Cucinelli concession that operated for a couple of years at Holt Renfrew in the mall. Brunello Cucinelli recently closed the concession, and the space will be annexed by Chanel which is significantly expanding its concession at Yorkdale. This week, Chanel relocated its Yorkdale concession at Holts into a space in the store that formerly housed a restaurant, while the expanded two-level Chanel concession is constructed. 

Former Chanel at Holt Renfrew Yorkdale (Image: Craig Patterson)

Brunello Cucinelli’s Canadian store expansion has been ongoing for nearly a decade. The brand’s first Canadian store opened at 745 Thurlow Street in Vancouver in the fall of 2015, spanning about 2,700 square feet. A flagship location opened in early 2019 at 102 Yorkville Avenue, spanning more than 8,000 square feet over three floors. The brand also operates an outlet store at the Toronto Premium Outlets in Halton Hills. 

Brunello Cucinelli on Yorkville Avenue in Toronto. Photo: Kearns Mancini Architects
Brunello Cucinelli at Harry Rosen (Image: Harry Rosen)

In Canada, Brunello Cucinelli also has a concession presence at Holt Renfrew stores and is distributed in some upscale multi-brand retailers such as Harry Rosen. 

We’ll follow up on the story with more details on Brunello Cucinelli’s Canadian expansion, which sources say is a multi-city endeavour. 

BC-Based Vera’s Burger Shack Expanding into Alberta Market with 1st Locations [Interview]

Image: Vera's Burger Shack

Vera’s Burger Shack started as a concession stand by Vera Hochfelder and her husband Frank in 1977 with a location on the West Vancouver waterfront in the Dundarave neighbourhood.

Today, co-owner Gerald Tritt, who bought the brand in 2000, has built the company to 10 current locations in the Lower Mainland with plans to expand into the Alberta market.

“Back in 2000, Shake Shack didn’t exist. Fatburger wasn’t in Canada. Five Guys wasn’t around. None of these brands were around,” said Tritt. “I felt that there was an opportunity to get into this sort of up market burger segment. I thought this was a good launching pad to test the waters and see what it was about.

“So I ran the concession for the first summer in 2000. In 2001, I brought in Noah Cantor (co-owner) and we opened our first standalone location in Kitsilano, two and a half blocks from the beach.”

Image: Vera’s Burger Shack

In 2007, the concession stand was closed.

The company has entered into a strategic three-location deal with franchise partners for Calgary.

“Western Canadian beef. We’re beef eaters. That’s our nature. That’s what we’re about,” said Tritt. 

A few years ago, the brand was in Alberta in a casino for a while in Edmonton. It was very successful. But when the casino was sold, Vera’s was no longer there.

“That was our first foray into Alberta. We liked the marketplace. Obviously beef. You can’t get much ‘beefier’ than Alberta,” said Tritt.

Image: Vera’s Burger Shack
Image: Vera’s Burger Shack

There was a period of time as well that Vera’s worked with a company doing container restaurants for delivery only with locations in Calgary and Edmonton.

“But at the end of the day, it just wasn’t like having our own location and the best product, the best quality, the best use of our business acumen in terms of making a great burger is in our own space,” explained Tritt.

“Over the years, we’ve had several people that have come to us, asked us about doing Vera’s there and for whatever reason we’ve just never had the right feeling and I think when you’re going into a market you need to have partners there that understand the market, that have some experience and have the work ethic. And the group that we’ve done this agreement with checked all the boxes. They’re young. They’re a young family. They have business experience. They have burger experience and they’re really motivated, really great people. So we’re very excited about it.”

The first location will open in the Spring in the redevelopment of the Northland Village Mall in Calgary owned by Primaris REIT.

“We’ve got the one location secured. We’re looking at several other locations to see what the opportunities are. They’re all going to be in the Calgary market. This agreement we have in place right now is for the Calgary market specifically,” said Tritt.

“We think the Calgary market could be into the double digits. Calgary is a vibrant market. It’s a growing market . . . Every time I go there, there’s another development, there’s more buildings, there’s more houses. I know people who are moving to Calgary. I know people that are doing business in Calgary. It’s a vibrant market. 

Image: Vera’s Burger Shack

“In Alberta itself, obviously Edmonton’s a good market, Red Deer’s a good market. Then you get up into the oilsands and Fort McMurray. There’s lots of really great markets for a really great product and I think we check those boxes.”

Tritt said there is also room for the brand to grown in B.C., particularly the Interior in places like Kelowna, Penticton and Kamloops as well as Prince George and Fort St. John. 

Southcentre Mall Marks 50th Anniversary with Community Initiatives in Calgary [Interview]

Southcentre Mall in Calgary (Image: Southcentre)

Calgary’s Southcentre Mall, owned and operated by Oxford Properties, is celebrating its 50th anniversary this year as the popular shopping centre continues to have a considerable impact in shaping Calgary’s economic and community landscape.

Jason Bos

“We’re definitely very excited to be celebrating that,” said Jason Bos, General Manager of Southcentre. “Being a shopping centre, the most important piece is what we’re bringing in terms of retailers as well as the community initiatives that we’re doing.

“We do have some special things planned given that it is our 50th anniversary and we’d like to celebrate that and share with the community. It’s also our 15th anniversary for the Southcentre Stampede Pancake Breakfast. So we’re looking to do that bigger and better than we have in the past.”

Southcentre Mall in Calgary (Image: Oxford)
Historical Image of Southcentre Shopping Centre

The most recent new opening was Reitmans in 4,700 square feet of space. Prior to that, Earls opened in a new restaurant and new stores were launched by Sleep Country and Tuk Tuk Thai.

“We’ve got a couple more under construction right now so more things in the hopper,” said Bos.

“Melanie Lyne is renovating. They will be reopening soon. They’re under construction now. We’ll be adding a Laura and Laura Plus to the centre. There’s an existing Laura which will become a regular Laura and we’re adding Laura Plus and Laura Petites as well in about another 8,000 square feet. That should happen in Q1.

“And we also have a few other retailers that we’re not quite ready to announce but we do have some pretty big announcements that are going to be coming out in approximately four to six weeks.”

Southcentre Mall in Calgary (Image: Southcentre)
Southcentre Mall in Calgary (Image: Southcentre)

The former massive three-level Sears space is now completely leased since the giant retailer left the building. 

“The third level of the old Sears space has been leased. Work has started right now. We are working with the tenant on a communications plan. Because it’s quite a large space and extensive amount of work, they’re not ready to announce just yet because they haven’t completed their marketing plan for their rollout,” said Bos.

“But we’re definitely very excited. It’s going to bring something unique to the south of Calgary that currently doesn’t exist. I can share that it’s entertainment.”

It is targeted to open in Q4 of this year.

The old Sears space of 284,000 square feet was divided up into six different tenants – Dollarama, PetSmart, Winners, Earls, Decathlon and the entertainment concept.

Bos said the company’s development team continues to explore densification of the site.

“It’s something that is certainly on our radar in terms of the future. There’s no concrete plans at this time but it’s something that we’re always evaluating,” he said.

Southcentre Mall in Calgary (Image: Southcentre)
Southcentre Mall (Christmas 1980s)

Here’s some interesting data on Southcentre:

  • Southcentre Mall opened on August 7, 1974 when Calgary’s population was about 420,000;
  • Major expansions took place in 1986, 1988, 1999, 2009, and 2015, including the introduction of major retailers and redesign of spaces;
  • Dynamic changes continued in 2018 when Sears closed its doors, making room for new retailers like Dollarama, PetSmart, and Winners in 2021;
  • The first to market Decathlon location opened in 2022, bringing a 70,000-square-foot location and over 150 employees;
  • 2023 saw the addition of 15 new stores and expansion of major brands like Pandora and Lululemon;
  • In 2023, Southcentre’s joint efforts with community partners and charities resulted in 17,000 hours of volunteer capacity and a collective fundraising achievement of $1.7 million;
  • Southcentre Mall has approximately six million annual visitors, driving consumer spending and supporting local businesses;
  • The leasable footprint of the mall is equivalent to about 62 NHL hockey rinks;
  • More than 25 local businesses have opened stores in the mall since 2020;
  • The mall provides direct employment to approximately 2,100 people, including both part-time and full-time positions, as well as contractors and administration staff (not including construction staff);
  • The initial investment of $20 million to build the mall in 1974 has been supplemented by ongoing investments over the years, such as the $50 million in capital improvements by Oxford Properties since 2020.
Southcentre Mall in Calgary (Image: Google)

American Seafood Restaurant Chain ‘Captain D’s’ Casts its Net in Canada with Plans for Major Market Entry [Interview] 

Image: Captain D's

Captain D’s, America’s leading fast casual seafood restaurant, has signed its first franchise development agreement in Canada. 

Ontario-based entrepreneurs Ali Saeed and Mudassir Choudri will bring five Captain D’s restaurants to the Greater Toronto Metropolitan Area over the next several years. The brand, which has its roots in the Southeastern United States, has been expanding rapidly with multiple franchise development agreements throughout 2023 as far West as Utah and into the Northern states of New York and New Jersey. Captain D’s also has aggressive plans for growth throughout Canada.

Image: Captain D’s

Brad Reed, Chief Development Officer of Captain D’s, said the expansion into Canada is beginning with the Toronto area as the company feels it’s a good transition into the country.

Brad Reed

“There seems to be some kind of connection between Nashville (where the company is based) and Toronto. When I visited up there, a lot of those people were traveling and visiting Nashville. There’s several direct flights and Nashville is kind of one of those ‘in’ cities right now. We are a destination for a lot of people,” said Reed.

“I was surprised when I took my first visit up (to Toronto) that people were familiar with Captain D’s. People I was meeting at the airport, at the hotel. We just feel like there’s a great opportunity for value-driven seafood in that area and it also makes sense because we’re pushing more into the northeast now. For the first time we’re going into New Jersey, we’re going into New York state, New York City. So it’s a great opportunity for us to kind of make that transition at the same time.

“In the Toronto area alone we think we could do at least 10 units at minimum and as we continue to grow throughout the country there’s no reason we couldn’t do 100 to 150 restaurants. It’s truly wide open space for us.”

Image: Captain D’s

Captain D’s, which was founded in 1969 in Nashville with its first store, has 544 restaurants in 23 states. Captain D’s is the leading fast casual seafood restaurant in the U.S. and was named the #1 seafood chain in the QSR 50, ranked by AUV. 

“Our new prototypes we have one that is as small as 970 square feet up to about 2,400 square feet,” said Reed. “We offer about three or four different prototypes and the reason that we offer that is depending on the community and the guest base and what their needs and requirements are. It gives us a little flexibility to put what makes the most sense in each location.

“We’re looking for a lot of residential, a lot of rooftops in the area. We’re looking for retail to help from a driver’s standpoint and we also want to be around other restaurants. It’s kind of interesting what the human behaviour is when it comes to dining out. They normally get in the car and start driving in the direction where there are restaurants and they decide on their way. We find that’s very helpful. From a demographic standpoint, we actually really appeal to a broad base of our guests. All ethnicities, all age groups. We lend ourselves to that. And we’ve been able to keep attracting a lot of the younger consumer through a lot of our design elements and our grilled offerings which is a much more healthy option.

“We are not currently in any malls. We are exploring that option. We do have some in-line spaces in strip centres. We really like to have a drive thru. But as we’re pushing more into the northeast and as we’re getting into Canada, drive thru really is not going to be an option for us. We have the experience to be able to go into a smaller footprint and go into these in-line spaces or these strip centres that do not offer drive thrus. But the third party has really helped us from that standpoint through DoorDash, Uber Eats, things of that nature, the delivery services have really given us a nice boost in sales.”

Saeed and Choudri are both experienced businessmen who own and operate groups of Shell gas stations in Ontario, earning multiple top retailing awards from the company. They experienced Captain D’s during their many travels and have thought for a long time that the brand would do very well in Canada.

“Mudassir and I have been building businesses in Ontario for many years and know what it takes to succeed in this market,” said Saeed. “We admire Captain D’s forward-thinking real estate strategy and seafood niche in the fast casual space. The brand’s quality food at an affordable price point will do very well throughout Toronto.”

Captain D’s market-smart real estate prototypes are attracting both new and existing multi-unit and multi-concept franchisees with features such as highly efficient double drive-thrus, smaller footprints and cost-effective conversion opportunities. In addition to the Canada agreement, recent development deals with new franchisees include a single-unit agreement in New Jersey and multi-unit agreements in New York and Georgia.

Reed said the company is currently in the process of looking for real estate opportunities in the Toronto area. Locations are expected to open at the earliest in the fourth quarter of this year and the first quarter of next year.

“I have not found any direct competition. It is interesting. There are a lot of restaurants that offer a fish sandwich or a shrimp dinner but no one that specializes in seafood with the variety that we offer with the different species of fish, the different ways that we are preparing our shrimp to the side offerings that we have to the meal option that we have,” he said.

“I haven’t found any competition. That’s what’s so exciting about moving in is also our price point. Our average cheque here in the States is somewhere in the $10.50, $11 range and that’s very, very compelling when you think about seafood where seafood in most restaurants you’re going to be paying $15 to $20. It’s exciting for us from the standpoint of bringing that. The lack of competition is another reason that really excites us about moving into Canada.”

Inside Canada’s First Standalone Pret A Manger

Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)

U.K.-based Pret A Manger has opened its first standalone Canadian restaurant in downtown Toronto.

Founded in 1986 in London, the cafe has expanded globally throughout Europe, Asia and into North America with its first foray into the Canadian market through a partnership with A&W in 2022.

Jorrie Bruffett

“This expansion into Canada is a natural next step for Pret globally,” shared Jorrie Bruffett, President, Pret A Manger North Amerca. “We are committed to bringing the Pret brand to more people, wherever they are and after the warm welcome from locals at our Pret pop-ups in Canada, we’re excited to continue expanding our footprint and menu offerings to more Canadians.”

Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)

There are going to be differences between the Toronto/Vancouver pop-ups and the permanent location that opened this morning at 90 Adelaide Street in the Financial District, with spacing requirements, branding and the menu lineup.

The expanded breakfast and lunch offerings, including soups, sandwiches, salads and wraps are all prepared in the onsite kitchen. The drink menu is comparable to the other brands in the neighbourhood, with hot and iced coffees, teas and grab-and-go options.

With the store being across the street from First Canadian Place and The PATH, the destination-focused shopper will be looking for a different experience than the coffee and lunch quick service offerings in the food court and throughout the underground shopping centre.

There are two lines, which allows for a separation of customers looking to get food with those who are looking at purchasing beverages. From a CX side of the conversation, having this distinction brings a speed element for those getting drinks and an opportunity for customers to browse without issue for the food section.

Pricing, speed and quality will all be top of mind for the brand as it continues to expand its footprint within the Canadian market.

Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)

Retail Insider will continue to cover this story, including the next stages of expansion and how the standalone stores will complement or compete with the pop-ups at A&W locations.

Additional Photos from Pret A Manger Toronto

Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)
Pret A Manger Toronto at 90 Adelaide St E (Image: Dustin Fuhs)

Leger Unveils 2024 ‘WOW’ Study of Top Retailers in Customer Experience Across Ontario, Quebec, and Western Canada [Interview]

Exterior of Lee Valley Tools in Waterloo. Photo: Lee Valley Tools

Leger has released its 2024 edition of the annual WOW In-Store study, a one-of-a-kind study in customer experience measurement.

WOW evaluates various performance indicators specific to retail businesses. Year after year, it reveals the ranking of the Ontario and Quebec retailers that offer the best in-store customer experience. This year, it has expanded to create WOW Western Canada.

Luc Dumont

“WOW is basically a benchmarking study that we’ve been conducting for almost 16 years. It’s a sector based study where we evaluate the in-store experience of consumers on 23 key dimensions,” said Luc Dumont, Senior Vice President of Insights for Leger.

“It’s really designed to provide some insights to retailers about how consumers feel about the in-store experience. Things like signage, staff courtesy, all of those nuts and bolts of the actual experience when you’re in the store buying and/or just browsing.”

2024 Results Ontario, Western Canada and Quebec (Image: Leger)

Dumont said that throughout the years of conducting the WOW study Leger has noticed that the human experience has become more and more important.

“Yes, people do appreciate buying things online but in many categories, in many sectors, it just makes more sense for people to go to a store when they want things like advice, when they want to be inspired. So having a store experience that is optimal, that has no irritants or no issues, is really, really important.

“Loyalty with retailers is highly driven by a sense of belonging, knowing that a store is basically designed for people like me, that is for people like me, that it creates an experience that really is aligned with my needs and my expectations.”

Dumont said many consumers have changed the way they shop these days with just over 50 per cent saying they have changed their purchasing habits due to the current economic climate and rising prices.

Some consumers will buy less as they are more careful with their spending. Some will wait, looking for deals, doing more research, looking at flyers more. 

“So there’s a lot more planning and preparation that goes into it. More thought basically,” he said.

More than 12,000 Ontarians were surveyed to identify the strengths and weaknesses of 162 retailers across 21 sectors.

Exterior of Lee Valley Tools in Ottawa. Photo: Lee Valley Tools
Image: Leger

The retailers with a score above 90 are included in the ranking of retailers that offered the best in-store customer experience in the last year.

WOW Ontario Ranking

  1. Lee Valley Tools (96.3)
  2. Lindt Chocolate Shop (95.7)
  3. M&M Food Market (93.7)
  4. Lush (93.3)
  5. Penningtons/PENN. (93.2)
  6. The Body Shop (93.0)
  7. Saje Natural Wellness (92.7)
  8. Purdys Chocolatier (92.3)
  9. MAC Cosmetics (91.9)
  10. Ren’s Pets (91.5)
  11. Bath and Body Works (91.4)
  12. DAVID’S TEA (91.1)
  13. LEGO (91.0)
  14. Nespresso (90.1)

The report said 52 per cent of Ontario consumers say they have changed their purchasing habits as a result of the current economic climate and rising prices. Of these, 33 per cent say they have made small changes, and 15 per cent say they have made major changes.

The five retail sectors most affected by changes in purchasing habits, measured by percentage of impact, are as follows: Women’s apparel (61 per cent); Perfume, gifts, and beauty products (60 per cent); Natural products, vitamins, and supplements (59 per cent); Supermarket and groceries (59 per cent); and Toys and games (58 per cent).

Because of the current economic situation, consumers in Ontario have made the following changes: 17 per cent are waiting for sales to buy a product; 14 per cent make fewer purchases from specific stores; 14 per cent make fewer unplanned purchases; and 13 per cent don’t buy as many non-essential or luxury products.

Shoppers Drug Mart PC Optimum (Photo: Dustin Fuhs)

The top loyalty, reward, or recognition programs most used in Ontario, measured by the percentage of consumers who use them, are as follows:

  1. Zehrs (PC Optimum) (98 per cent)
  2. RCSS (PC Optimum) (94 per cent)
  3. Loblaws (PC Optimum) (94 per cent)
  4. Shoppers Drug Mart (PC Optimum) (93 per cent)
  5. Your Independent Grocer (PC Optimum) (88 per cent)
  6. No Frills (PC Optimum) (84 per cent)
  7. Fortinos (PC Optimum) (77 per cent)
  8. Sephora (Beauty Insider) (70 per cent)
  9. Global Pet Foods (Pet’s Rewards Program) (68 per cent)
  10. Chapters Indigo (Plum) (67 per cent)
  11. Metro (Air Miles) (67 per cent)

More than 6,000 people in Alberta, British Columbia, Saskatchewan, and Manitoba were surveyed to identify the strengths and weaknesses of 55 retailers across eight sectors.

Image: Leger

The retailers with a score above 90 are included in Leger’s list of retailers that offered the best in-store customer experience in the last year.

WOW Western Canada Ranking

  1. Wine & Beyond (95.7)
  2. Saje Natural Wellness (93.9)
  3. Everything Wine (93.7)
  4. Guardian (93.2)
  5. The Medicine Shoppe Pharmacy (89.9)
  6. Lindt Chocolate Shop (87.0)
  7. Nespresso (85.7)
  8. Remedy’sRx (84.7)
  9. Purdy’s Chocolatier (83.6)
  10. The Running Room (82.6)
Image: Wine and Beyond
Image: Leger

More than 14,000 Quebecers were surveyed to identify the strengths and weaknesses of 228 retailers across 25 sectors.

The retailers with a score above 90 are included in Leger’s list of retailers that offered the best in-store customer experience in the last year.

WOW Quebec Ranking

  1. Nespresso (96.2)
  2. Yves Rocher (96.1)
  3. Lindt Chocolate Shop (95.7)
  4. LEGO (95.5)
  5. Imaginaire (94.6)
  6. Claire France (94.4)
  7. Doyle Optométristes et Opticiens (94.1)
  8. SAQ (93.7)
  9. Bath & Body Works (93.6)
  10. Titte Frette (93.5)
  11. Animo Etc. (92.9)
  12. Mondou (91.5)
  13. Cool & Simple (91.0)
  14. Les aliments M&M (90.8)

The Leger study found that 45 per cent of Quebec consumers say they have changed their purchasing habits as a result of the current economic climate and rising prices. Of these, 30 per cent say they have made small changes, and 15 per cent say they have made major changes.

Carrefour Laval Nespresso (Image: Nespresso)

The five retail sectors most affected by changes in purchasing habits, measured by percentage of impact, are as follows: Jewellery and accessories (58 per cent); Women’s apparel (55 per cent); Lingerie and nightwear (54 per cent); Beauty (54 per cent); and Groceries (52 per cent).

Because of the current economic situation, Leger said Quebec consumers have made the following changes: 14 per cent are waiting for sales to buy a product; 12 per cent have cut back on spending; 12 per cent have reduced their spending on non-essential or luxury products; and 12 per cent made fewer unplanned purchases.

Metro’s MOI loyalty program (Image: Field Agent Canada)

The top loyalty, reward, or recognition programs most used in Quebec, measured by the percentage of consumers who use them, are as follows:

  1. Metro (Moi) (79 per cent)
  2. Mondou (Club Câlin) (71 per cent)
  3. SAQ (Inspire) (69 per cent)
  4. Provigo (PC Optimum) (68 per cent)
  5. Maxi (PC Optimum) (64 per cent)
  6. Pharmaprix (PC Optimum) (63 per cent)
  7. Yves Rocher (Ma carte loyauté) (62 per cent)
  8. Pitou Minou et compagnon (Votre carte loyauté) (61 per cent)
  9. IGA (Scène+) (54 per cent)
  10. Sephora (Beauty Insider) (53 per cent)

Georgia Main Food Group Launches New Asian Grocery Concept ‘Meiga Supermarket’ [Interview]

The IGA in Port Moody will reopen as a Meiga Supermarket (Image: Google)

The 120-year old British Columbia company Georgia Main Food Group, owned and operated by the Louie family, will be launching its first Asian grocery store in the near future.

“With deep, local, and trusted roots going back 120 years, we are set to redefine the Asian grocery store experience with Meiga Supermarket,” said Gary Sorenson, Chief Operating Officer, Georgia Main Food Group. 

“Meiga will offer quality Asian products in an atmosphere of discovery where new, authentic, and exclusively sourced products are part of our customers’ everyday shopping. Meiga’s commitment to freshness will be found in our products and it’s also embedded in our attitude, with a fresh view on what the Asian supermarket experience will be like.

“We will constantly be on discovery for new items found through travel and food exploration throughout North America and Asia. We will find new food trends elsewhere to get in front of what is currently offered locally. The Louie family and our GMFG management team are thrilled to be bringing our immense grocery and retail infrastructure and experience to launching a new Asian banner in Meiga.”

Meiga Supermarket

The first Meiga Supermarket will be located at 221 Ioco Road in Port Moody with plans for expansion over the next three to five years.

Charnelle McClure, Senior Director, Marketing and Brand Loyalty for the Georgia Main Food Group, said the first store is 14,000 square feet.

“We looked at research in terms of where we thought the best location would be for our first Asian grocery store and we saw an opportunity in the Port Moody area,” she said. “That’s why we decided to open there first.

“This is the first but we are definitely looking and doing our research in terms of where we can expand. We’ll be expanding over the next three to five years. We don’t have definite plans, but we’re looking at the Lower Mainland and elsewhere.”

McClure said Meiga is translated from the Chinese word which means beautiful family. 

Started in 1903 at Georgia and Main streets in Vancouver, GMFG is a 120-year-old iconic British Columbia-based Louie family owned and operated company with deep roots in the province’s grocery industry. GMFG is the parent company of seven Fresh St. Market stores and 22 IGA stores in B.C. and now its new and first Asian grocery store – Meiga Supermarket.

Products found inside the supermarket will include fresh produce and meats, an open kitchen with ready-to-serve hot foods including traditional Chinese take-away specialties, Cantonese BBQ, RWA beef and pork, hot pot, sushi, fresh bakery and a juice bar.

Meiga will cater to Asian food enthusiasts who are looking for a unique grocery shopping experience as well as consumers who wish to explore and discover new ways of cooking and appreciating Asian foods.

McClure said many different Asian style supermarkets are opening in the market these days.

“But I think the thing that will differentiate us probably is the high service approach that we’re going to take,” she said. “We’re going to have top of the line product but really in an atmosphere that is welcoming and authentic so that people can discover foods. I think that will be the difference for us because we’re really trying to appeal to Asian food enthusiasts and also just people who want to explore and discover new ways of cooking and appreciating food in an environment that’s not intimidating.

“We want to have staff that’s educated and informed and able to help people understand what ingredients are best, what products to use, so that it’s not intimidating and scary for an Asian meal.”

Empowering Canadian Entrepreneurs: A Conversation with Interac’s Leo Bailey and eCommerce Canada’s David Nagy [Video Interview]

In this engaging conversation, Craig Patterson hosts Leo Bailey, Director of Partnerships at Interac, and David Nagy, Founder of eCommerce Canada, delving into the realm of small and medium-sized businesses in Canada. Leo highlights Interac’s focus on authentic support, emphasizing the importance of the small business community in Canada’s economic landscape. The discussion unfolds around Interac’s initiatives, including the Dollar One Hub, offering tools for goal setting, tax planning, and invoicing, along with a mindfulness and money module to alleviate the stress entrepreneurs often face.

David Nagy acknowledges Interac’s broader impact beyond traditional debit transactions. The conversation takes a reflective turn as David emphasizes the challenges entrepreneurs encounter, both personally and professionally. The speakers delve into the mindset of small business owners, the interconnectedness of business and personal life, and the need for simplified tools. Interac’s commitment to making the entrepreneurial journey smoother extends beyond payments, with Leo hinting at upcoming ventures in the verification space, supporting diverse communities, and building networks to bridge gaps for entrepreneurs across Canada. The trio concludes with a celebration of the unique spirit of Canadian entrepreneurship and the vital role small businesses play in the nation’s economic fabric.

If you would prefer to listen to the audio version:

The Interview Series video podcasts by Retail Insider Canada are available through our Retail Insider YouTube Channel where you can subscribe and be notified when new video episodes are available.

The Interview Series audio podcasts by Retail Insider Canada are available on Apple Podcasts, Stitcher, TuneIn, Google Play, or through our dedicated RSS feed for Overcast and other podcast players. Also check out our The Weekly audio podcast where Craig and Lee discuss popular content published on Retail Insider which is part of the The Retail Insider Podcast Network.

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Background Music Credit: Hard Boiled Kevin MacLeod (incompetech.com). Licensed under Creative Commons: By Attribution 3.0 License. http://creativecommons.org/licenses/by/3.0/