In this episode of The Retail Influencer , Vincent Panneels welcomes Elisa Servais and Pascal Jacobs, Head of Line DIY&Home & Kitchen at Katoen Natie, to explore how the DIY industry is evolving beyond traditional supply chain models.

Together, they discuss why retailers, brands and logistics partners must move away from siloed thinking and embrace a value-creation ecosystem centered around the customer. From omnichannel expectations and last-mile delivery to service innovation, data sharing and customer experience, the conversation highlights how logistics is becoming a strategic driver of differentiation rather than simply a box-moving operation.

Drawing on insights from Thierry Coeman’s Hammer Time 2 white paper, the guests examine emerging DIY customer behaviors, the growing importance of services alongside products, and how collaboration across the entire value chain can create stronger customer loyalty and long-term growth.

A must-listen episode for retailers, brands, manufacturers and supply chain professionals looking to better understand the future of DIY retail.

Key topics discussed:

• The shift from price competition to value creation

• Why omnichannel customers require a new supply chain mindset

• The strategic role of last-mile delivery and unboxing experiences

• Service models in the DIY sector: DIY, Do It Together and Do It For Me

• Data sharing as a catalyst for collaboration and innovation

• Insights from the Hammer Time 2 white paper

• The future role of logistics in customer experience and loyalty development

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First piece of news: Vincent is no longer the only one driving 20/CENT Retail! Elisa Servais is now joining the adventure and will actively contribute to content creation and business development. She brings her expertise, enthusiasm, and a perspective that perfectly complements that of Vincent Panneels.

Another new development: every month, we'll bring you a recap of the key retail stories and trends that caught our attention. And this is the very first edition for The Retail Influencer podcast!

In this inaugural "Monthly Recap", we take a closer look at several topics that have shaped recent retail news:

• What's happening in Belgian food retail, where one player continues to stay under the radar while steadily moving forward and launching new initiatives.

• The latest milestone for Newpharma with the introduction of online consultations.

• The situation in Brussels, where French retailers continue to expand while the number of store closures keeps growing.

• Upcoming industry events, including the DIY Summit in Amsterdam, where Thierry Coeman's new white paper will be unveiled for the very first time.

We hope you'll enjoy this new format. Feel free to share your comments, suggestions, or topics you'd like us to cover in future editions.

And if you have a story, an innovation, or a piece of news you'd like to share with us, don't hesitate to get in touch!

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Retail is often perceived as a “cash machine.” Consumers regularly assume that supermarkets make huge profits on every shopping cart, especially during periods of inflation and rising food prices. But according to François Bernard, Offer Development Director at Carrefour Belgium, the reality is far more complex.

In this recent episode of The Retail Influencer by 20/CENT Retail, François Bernard shared a transparent breakdown of what actually happens behind a €100 shopping basket, and the numbers may surprise many people.

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