AI in the Agency: Curiosity, Change & What Keeps Me Up at Night - Richard Hill

AI in eCommerce marketing.

Hype or opportunity?

For Richard Hill, founder of EcomOne and host of the EcomOne Podcast, the answer is clear: curiosity, testing, and embracing change are what keep an agency thriving.

In this solo episode, Richard takes us behind the scenes of how his agency is experimenting with AI — from small automations to full team challenges — and why ignoring it could leave you behind.

Richard Hill

Richard shares his personal journey with AI, starting from curiosity at industry expos, to testing early tools like ChatGPT, and eventually running full “AI Games” at his agency. He explains how auditing his own time (and inbox!) led him to practical applications, from automated email replies to data analysis.

The real message? Businesses that embrace AI will thrive. Those that don’t risk being left behind — just as with every digital shift before.

He also dives into how AI is changing search behavior, SEO strategy, and eCommerce growth opportunities. Whether you’re curious, cautious, or already experimenting, this episode gives you a candid look at what’s working and what to watch out for.

Listen to the full episode now and discover why AI may just be the most exciting change since Google Shopping.

Topics Covered

00:04 — Introduction: Why Richard’s back on the mic solo

01:00 — The agency’s busy journey into AI experimentation

03:18 — Lessons from past industry shifts (Google Shopping going paid)

05:38 — Automating inbox replies with AI (Claude + integrations)

08:05 — What keeps Richard up at night: AI’s future in the agency

08:39 — Launching “The AI Games” at EcomOne (team challenges + £1,000 prize)

12:52 — How each department tested AI tools like N8N, Claude, Lovable & ChatGPT

15:08 — Using AI for smarter, faster data analysis

17:32 — Why curiosity and daily testing are key for business survival

18:44 — Richard’s quirky habit: brainstorming with ChatGPT on walks

21:47 — How AI is changing search, SEO, and eCommerce content strategy

25:37 — Wrapping up: Don’t get left behind — stay curious, test, and embrace change

Emma Derbyshire & Brittany Jarman — Agency vs. In-House: Why Communication Wins Every Time

Agency or in-house?

Oh, here we go again.

A debate that refuses to die, fueled by LinkedIn posts, bad experiences, and the occasional horror story.

But here’s the truth: it’s not versus. It’s not a fight. It’s a partnership.

Poor communication kills partnerships. Lack of trust kills growth. Bad vibes? They’ll sink you.

Emma & Britt take over the podcast this week to show you how to make agency + in-house collaboration thrive.

Emma Derbyshire & Brittany Jarman

Agency vs. in-house marketing. In this episode, Emma and Britt-two of eCom@One’s star strategists-take us through one of the most hotly debated topics in eCommerce and shine a light on what really drives successful growth: clear communication, collaboration, and knowing which model fits your stage of business.

Fresh from a panel at IRX where Emma faced three senior eCom managers, they share what surprised them most: not one of the retailers had a true horror story with an agency. Instead, they all agreed that strong communication was the biggest factor in success.

They explore the pros and cons of in-house, agency, freelancer, and hybrid models, and explain why hybrid often hits the sweet spot for growth. Along the way, they bust myths about cost, control, and the “us vs. them” mentality, and show why agencies that share knowledge with their clients are the ones you want to work with.

Whether you’re scaling fast, feeling burned by a bad experience, or just figuring out what comes next, this episode is packed with honest insights and practical advice to help you choose the right path and build better partnerships.

Listen to the full episode now, and don’t forget to vote on who wore the outfit best.

Topics Covered

00:04 — Introduction: Why agency vs. in-house is still a hot debate

01:32 — Panel recap: Communication comes up as the #1 success factor

04:52 — Why communication must go both ways — brands have to share too

06:15 — Busting the myth of endless “agency horror stories”

08:39 — How good agencies upskill in-house teams instead of gatekeeping

11:39 — How brands really choose agencies: trust, word-of-mouth, and good vibes

15:10 — The three models explained: freelancers, full in-house, hybrid — and when to use each

26:31 — Myth-busting: agencies are too expensive, in-house equals more control, and why it’s not “us vs. them”

37:44 — Key takeaways: communication, collaboration, and choosing the right model for your growth phase

39:13 — Emma’s advice for ambitious brands looking to scale

Email marketing is dead. In this episode, Richard sits down with Emilia Święcicka, Strategic Partnership Manager at Intuit Mailchimp, for an engaging and insightful chat about how email marketing is evolving in the world of eCommerce & how it is simply not dead.

Emilia walks us through her journey, from starting out on the agency side to leading strategic partnerships at Mailchimp, where she helps brands and agencies unlock the full potential of email, SMS and CRM strategies.

They explore how Mailchimp has grown from a tool focused on small businesses into a powerful platform supporting mid-market and enterprise eCommerce brands, thanks to Intuit’s investment in automation, AI, advanced reporting and localised support.

They also break down why email is still one of the highest-ROI marketing channels, how to use data to drive smarter campaigns and the exciting ways AI is streamlining workflows and boosting performance.

Emilia shares practical tips on building customer loyalty, the value of strong brand storytelling, and clever ways to grow your list, like pop-ups and quizzes that actually work.

Whether you're running a fast-growing eCommerce store or just starting to refine your marketing strategy, this episode is full of actionable ideas to help you create better customer journeys and drive meaningful growth.

Listen to the full podcast right now!

Topics Covered

00:25 – Origin of partnership: Met at a platform conference years ago, collaborated on events, with Mailchimp evolving from SMB focus to mid-market and eCommerce under Intuit

03:43 – Mailchimp's growth under Intuit: Enhanced features, automation, and global support for businesses of all sizes

07:56 – Retention and LTV: Key for multi-7-figure brands; focus on creative ads and retention flows to boost profitability

13:00 – Pre-purchase research tips: Check About Us pages, reviews and social media for brand credibility

14:46 – Smart tactics: Discover lesser-known strategies using rich, diverse customer data

17:59 – Testing culture: Bigger brands embrace experimentation; even small tweaks (e.g., pop-ups) can drive conversions

22:33 – Mailchimp strengths: Trusted platform with strong deliverability and domain authentication infrastructure

25:55 – Case study – The Biker Company: Boosted ROI using Mailchimp features after switching ESPs

28:44 – SMS + Email: Combining both channels strategically enhances results

30:41 – Intuit vision: QuickBooks + Mailchimp integration to streamline operations and improve business outcomes