Stories from the River

Stories from the River Podcast explores the personal journeys of our very own Memory Makers. Whether it’s interviews or standalone narratives, Stories from the River will bring you closer to what it’s like to thrive together, wherever in the company you may be. We’ll share personal experiences from our stores, Distribution Centers, Call Centers, and corporate campuses, giving listeners a front row seat to what it's really like to be a Memory Maker furnishing life’s best memories every day.

Moving Units Amidst a Matrix of Metrics with Bradley Sullivan 06/05/2025

Moving Units Amidst a Matrix of Metrics with Bradley Sullivan Welcome back to Stories From the River, where Charlie Malouf continues his conversation with Bradley Sullivan, the General Manager of the award-winning Albemarle Aces, for an in-depth discussion on leadership, motivation, and what it takes to build a high-performing retail team at Broad River Retail. Against the energetic backdrop of the Charlotte Motor Speedway, Bradley shares how his obsession with performance metrics, consistency in routines, and a deep investment in the growth of his Memory Makers have been the driving forces behind his team's repeated successes, including multiple top store awards and coveted cheeseburger trophies for sleep sales excellence. He highlights the importance of embodying the business, emphasizing the motto "be the business," and fostering a culture that values both results and personal connections. Bradley delves into the unique culture of the Albemarle Aces, describing it through the metaphor of poker—where patience, strategy, and embracing the hand you're dealt are essential to winning. He reflects on meaningful moments, like witnessing Memory Makers achieve personal financial milestones and seeing them feel at home in the store's nurturing environment. Motivated by the desire to create a legacy of excellence, Bradley stresses the importance of passionate leadership, the impact of teaching others to surpass their own expectations, and a love for "playing the game." The episode wraps up with Bradley sharing personal anecdotes about family, literature, and the comeback journey that's defined his return to Broad River, leaving listeners inspired to lead with heart and a competitive spirit. Additional resources: The Motive: Why So Many Leaders Abdicate Their Most Important Responsibilities by Patrick Lencioni - The Outsiders by S.E. Hinton - The Count of Monte Cristo by Alexandre Dumas - Marry the Process, Divorce the Outcome: Lessons on Success with Keith Jones - Broad River's Original Purpose Summit, Purpose 8:28 (held on 8.28.2019) - Watch this episode YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36860925

Moving Units and the Rise of the Albemarle Aces with Bradley Sullivan at Broad River 06/03/2025

Moving Units and the Rise of the Albemarle Aces with Bradley Sullivan at Broad River In this episode of Stories from the River, host Charlie Malouf sits down with Bradley Sullivan at the Charlotte Motor Speedway to dive into Bradley's unique journey as a Memory Maker at Broad River Retail. Bradley, affectionately known as Sully, recounts his path from his early days in the furniture business, his meaningful recruitment experience at the transformative Purpose 8:28 event (Bradley's 'Day Zero' in Fort Mill, South Carolina, on August 28, 2019), and his rise through various leadership roles within the Company—from his start in Cary as an AGM with Michael Childers, to taking on the GM role in Bull City, to revamping the culture at the Ashley Outlet in Charlotte, N.C., on South Boulevard (which changed its identity during Bradley's tenure from the Boulevard Bulldogs to the "Boulevard Believe"), and now leading the Albemarle Aces to success. Bradley's remarkable story is marked by resilience, personal growth, and a knack for seeing potential in the underdog. Throughout the conversation, Bradley emphasizes his love for developing people, not just selling furniture. He highlights how culture is the cornerstone of thriving stores and shares heartfelt stories about the Albemarle Aces' journey to becoming a top-performing memory-making group, including winning the North American Ashley Store of the Month a record-setting three times within the past five months. The discussion also explores the importance of confidence, overcoming setbacks, and the challenge of consistency in retail. Bradley gives a special shoutout to the individual Memory Makers who make the Albemarle Aces shine, reinforcing the deep bonds and connections that drive success within Broad River Retail. Additional Resources: Broad River's Original Purpose Summit, Purpose 8:28 (held on 8.28.2019) - Watch this episode YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36833620

Passport Broad River: GM Jose Blanco on the Heart of Leadership & His 11-Year Journey 05/29/2025

Passport Broad River: GM Jose Blanco on the Heart of Leadership & His 11-Year Journey In this episode of Stories from the River, host Charlie Malouf sits down with Jose Blanco, the General Manager of the Glenwood Gladiators, as part of the GM Series. Coming to you from the Charlotte Motor Speedway during a week of special events, the two dive into Jose’s extensive 11-year leadership journey at Broad River Retail. Jose shares stories from his beginnings in liquidation furniture sales prior to joining The River and then through his progression through nearly every possible leadership role across many store locations—including Hickory, Arden, Asheville, Matthews, University, Columbia, Northeast Columbia, Fayetteville, Southern Pines, and now at the Raleigh Outlet (a/k/a the "Glenwood Gladiators"). With each move, he highlights his adaptability, focus on sales growth, and a deep commitment to leading by example. Jose credits much of Broad River’s evolution to the adoption of consistent processes, like the C4 playbook, and emphasizes how these have shifted the Company from a store-by-store approach to a unified operational culture. Jose opens up about understanding the analytics of the business and those learnings that he gained during the preparation from the Orange Crush tours. Jose opens up about the importance of building trust, showing genuine care for other Memory Makers, and creating a family atmosphere in every store he leads. He discusses the rewarding aspects of being a GM, from celebrating high-performing Home Furnishings Consultants achieving the elite Home Furnishings Expert status, to fostering cultures where everyone feels supported and heard—regardless of age or background. Jose’s story also touches on his personal challenges, including being legally blind, and expresses gratitude for the Company’s support. As the General Manager, Jose discusses how he constantly wants to be the lead learner and drops the mic when he says that 'Learning is an everlasting gobstopper.' Throughout the conversation, Charlie highlights Jose’s resilience, service-driven leadership, and the perspective on growth at Broad River that is driven by its leaders like Jose: growing as far as their Memory Makers will take them. The episode concludes with advice for top sales professionals who may be contemplating a leap into leadership, underscoring the performance-driven, transparent, and deeply supportive environment that makes Broad River’s GM role unique. Watch this episode YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36769405

Annihilating Limits: Alexis Strafuss on Listening and Leadership in Fostering Culture & Connection 05/27/2025

Insights from Broad River’s Recent Q2 Town Hall 05/22/2025

Insights from Broad River’s Recent Q2 Town Hall In this episode of Stories from the River, host Charlie Malouf takes viewers and listeners on a behind-the-scenes journey through Broad River Retail’s 2nd Quarter Companywide Town Hall that took place on Friday, May 16, 2025. He explains the origins and purpose of the quarterly Town Halls, highlighting how they have become a crucial channel for transparent communication and engagement with Memory Makers across the company. Charlie walks through the meticulous planning and collaborative preparation that goes into these events, emphasizing the blend of important companywide updates, recognition of recent promotions, the celebration of new leaders, and shout-outs for outstanding achievements—like high retention rates and major awards for the Company or specific departments. The Town Hall is packed with insights on organizational performance, business goals, and the values that unite everyone at Broad River, all delivered over 113 slides and an engaging live Zoom chat with hundreds of Memory Makers tuning in. The episode also captures key business highlights and initiatives, such as progress towards sales goals, store remodels and conversions to the Ashley 7.0 format, and the launch of new product lines like Ashley Luxe. Charlie and other leaders discuss continued innovation, operational efficiency, and the company’s growing community impact, including Founders Scholarship awards and charitable giving milestones. There is a special focus on the Company’s major projects like Project Cascade—Broad River’s expansion into Spokane, Washington—and operational successes like record-low return rates in home delivery. The episode wraps up with encouragement for all Memory Makers leading into the busy Memorial Day retail weekend, a reminder about the meaning behind the holiday, and a look ahead to future episodes and possible summer updates from The River. Watch this episode YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36668525

Boosting Confidence and Sales: Ashley’s 'Right to Win' Boot Camp Reflections 05/20/2025

Boosting Confidence and Sales: Ashley’s 'Right to Win' Boot Camp Reflections This episode marks the fifth and final installment in the Ashley's 'Right to Win' Boot Camp series on Stories from the River, hosted by Charlie Malouf. The focus of this series is a four-day intensive training held across eight host locations, aimed at elevating the product knowledge and confidence of Broad River's Memory Makers. Charlie interviews Kensley Phillips, Jim Walker, and Josh Hatchell from the Flagship Enterprise, along with Angel Santana from the Rock Hill Raiders, as they reflect on their biggest takeaways and practical insights from the Boot Camp. The Memory Makers emphasize how the training dramatically increased their understanding of Ashley's product quality, manufacturing processes, and competitive advantages, inspiring pride and confidence in representing the brand. Throughout the discussion, the Memory Makers share how the training went beyond typical product information, delving into the benefits behind each feature and offering new strategies to help customers connect with Ashley's story of quality, sustainability, and innovation. They highlight the value of continuous learning, the impact of intentional investment in their growth, and a deep sense of belonging within Broad River. The Boot Camp not only revitalized their passion for customer interaction but also equipped them with new language and knowledge, empowering them to stand out on the sales floor and contribute to Broad River's ongoing success. There's enthusiastic anticipation for future sessions, with the group agreeing that ongoing education is vital for personal and professional growth in a Memory Maker's journey. Previous episodes in this Ashley's 'Right to Win' Boot Camp Series: Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp - Ashley's Right to Win Boot Camp is a Force Multiplier - Power in Preparation: Inside the Product Knowledge Boot Camp with Chris Berrier: Memory Makers On Sustainability, Innovation and Product Quality at Ashley’s 'Right to Win' Boot Camp - Watch on this episode YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36637350

Memory Makers On Sustainability, Innovation and Product Quality at Ashley’s 'Right to Win' Boot Camp 05/15/2025

Memory Makers On Sustainability, Innovation and Product Quality at Ashley’s 'Right to Win' Boot Camp In this episode of Stories from the River, we continue the Ashley's 'Right to Win' Product Knowledge Boot Camp series, focusing on insights from four Memory Makers who participated in the intensive training event at the flagship Pineville location. Joined by Kensley Phillips, Jim Walker, Angel Santana, and Josh Hatchell, the conversation highlights each Memory Maker’s unique perspective on the boot camp’s hands-on approach—especially impressive demonstrations showcasing the durability and innovative construction of Ashley Furniture products, like standing on dresser drawers and sofas to prove their strength. The Memory Makers emphasized how the boot camp deepened their understanding of product materials, Ashley’s commitment to sustainability, and the cutting-edge processes that set their furniture apart from competitors. Throughout their interviews, Memory Makers expressed appreciation for the engaging, interactive training style, led by energetic instructors like Teresa, which kept everyone involved and eager to learn. The episode underscores how this experience not only boosted their product knowledge and confidence in sharing Ashley’s story with customers but also equipped them with new skills to inspire excellence in their fellow Memory Makers. The takeaways ranged from technical details about materials like LVL (Laminated Veneer Lumber) and mixed woods to newfound pride in the brand’s long-lasting quality. Ultimately, the episode serves as a testament to how effective, immersive training can empower Memory Makers to deliver superior guest experiences and articulate the unique value of Ashley Furniture. Previous episodes in this Ashley's 'Right to Win' Boot Camp Series: Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp - Ashley's Right to Win Boot Camp is a Force Multiplier - Power in Preparation: Inside the Product Knowledge Boot Camp with Chris Berrier: Watch on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36576660

Power in Preparation: Inside the Product Knowledge Boot Camp with Chris Berrier 05/13/2025

Power in Preparation: Inside the Product Knowledge Boot Camp with Chris Berrier Welcome to the third episode in the Ashley's 'Right to Win' Product Knowledge Boot Camp series from Stories from the River. Charlie Malouf introduces Chris Berrier, Area Manager of Supernova in the North region. The conversation highlights the extensive boot camp training underway, which draws Memory Makers from three states, taking place in eight different host stores, with sessions led by experienced trainers like Teresa Thompson from Ashley Furniture's Field Sales team. The training focuses primarily on deepening product knowledge across various categories, while also weaving in essential sales techniques to help Memory Makers better connect with guests and boost both confidence and performance. Chris shares insights on the broader impact of such hands-on learning, emphasizing the vital role it plays in both immediate sales success and long-term growth for Broad River Retail. He points out that investments like these not only sharpen skills—embodying the "iron sharpens iron" philosophy—but also contribute to higher retention and better paychecks for HFCs (Memory Makers). The conversation covers how Chris plans to sustain the momentum after the boot camp, from ongoing coaching to refresher activities, and reinforces the value of an open, eager approach to learning. Chris leaves listeners with advice for new Memory Makers: "Be a thief of knowledge," always ready to soak up information. Wrapping up, he suggests that bringing the sleep category into future training sessions will bolster confidence even further, and sums up the boot camp spirit with a proposed T-shirt slogan: "Be ready." Previous episodes in this Ashley's 'Right to Win' Boot Camp Series: Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp - Ashley's Right to Win Boot Camp is a Force Multiplier - Watch on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36547160

Ashley's Right to Win Boot Camp is a Force Multiplier 05/08/2025

Product Smart, People Driven, Purpose Fueled: Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp 05/06/2025

Product Smart, People Driven, Purpose Fueled: Product Smart, People Driven, Purpose Fueled: Mobilizing Ashley's 'Right to Win' Boot Camp Welcome to a brand-new series on Stories from the River as we go behind the scenes of Ashley's 'Right to Win' Product Knowledge Boot Camp with Charlie Malouf and Renee Bradley as they unpack what it means for Broad River Retail. Find out how this company-wide training is shaping retail teams and driving results across multiple locations. Charlie and Renee sit down at the Pineville Flagship Ashley Store location and discuss the massive undertaking involved in orchestrating this four-day, multi-site training initiative. Over 330 Memory Makers from all aspects of retail — ranging from Home Furnishings Consultants (HFCs) to General Managers — participated across eight different host locations, all designed to enhance product knowledge and sales confidence within the organization. Renee shares details about the logistical coordination, collaboration with Ashley Furniture field sales trainers, and the intentional timing of the event between major sales periods to maximize impact. The conversation highlights not only the practical aspects of the boot camp, such as the five and a half hour sessions packed with demonstrations on features like Platform Seating and performance fabrics, but also the deeper goals of building community, ensuring consistent retail rhythms, and cultivating a sense of excitement and confidence among the Memory Makers. And how do we measure success? After the training, success is measured through specific retail performance metrics like sales per guest (SPG) as well as through surveys and anecdotal feedback from participating Memory Makers. Renee underscores the value of in-person training for fostering engagement and lasting sales excellence, and closes with a forward-looking perspective, emphasizing continuous improvement, community, and the shared purpose that unites everyone at Broad River Retail. Join us again on Thursday to take a glimpse into a conversation Charlie has with Teresa Thompson, a field sales manager with Ashley Furniture Industries, and Ashley's 'Rights to Win' Boot Camp's most talked about trainer on Stories from the River. Watch on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36453025

Retail Ops & Friends – Round Two 05/01/2025

Teamwork Makes the Dream Work – Retail Collabs 04/29/2025

Past, Present, & Pioneers – Where Retail Ops is Now 04/24/2025

The Retail Operations Origin Story 04/22/2025

Tariff Turmoil: Control What We Can Control 04/17/2025

Tariff Turmoil: Control What We Can Control In this episode of Stories from the River, Broad River Retail's CEO and host Charlie Malouf takes listeners behind the scenes at Broad River Retail to discuss a sudden and impactful development in the home furnishings industry: tariffs. Charlie reflects on the recent announcement of reciprocal tariffs, focusing particularly on the shock of a proposed 46% tariff on goods imported from Vietnam, a country where Ashley Furniture Industries (a principal supplier) has a significant manufacturing presence. He explores how these rapid changes in trade policy could disrupt pricing, demand, and overall market stability—especially given that home furnishings are often considered discretionary purchases. Charlie ties in the uncertainty of tariffs with larger economic and industry rhythms, likening the sudden shock to the COVID-19 shutdown. Throughout the episode, Charlie emphasizes the importance of focusing on what can be controlled, even in times of external uncertainty. He encourages Memory Makers to continue showing up every day with a commitment to a premier guest experience, operational excellence, and long-term growth strategies, regardless of economic headwinds. He highlights that Broad River Retail remains committed to its goals and vision, adjusting expenses and plans only as needed without losing sight of the bigger picture. Charlie wraps up with well wishes for Easter and reminds listeners that while tariffs introduce unpredictability, the company’s core values and dedication to guests remain constant. He offers a preview of upcoming episodes and encourages everyone to maintain their focus, adaptability, and pioneering spirit in service of both their guests and the organization’s future. Book Referenced: The Furniture Wars: How America Lost a 50 Billion Dollar Industry by Michael Dugan - Links used: This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36202885

Legacy in Motion: Charlie Malouf on Building for the Future - Knights Summit Q&A, Part 2 04/15/2025

Legacy in Motion: Charlie Malouf on Building for the Future - Knights Summit Q&A, Part 2 Welcome to the third episode of the Knights of the Ledger Summit series from Stories from the River! We continue the Q&A with Broad River Retail's CEO, Charlie Malouf with Hope Stocker, Manager, Retail Accounting, as guest host. Charlie shares stories about his early jobs, from mowing lawns at a young age to working in his uncle's deli and eventually serving as a busboy and waiter. The discussion highlights what Charlie's most proud of about Broad River Retail, the challenges he and the team faced in 2015 when Broad River was at a critical point, and his determination to steer the company away from the brink of bankruptcy. Despite the adversity, Charlie's leadership, driven by optimism and resilience, was pivotal in turning the company's fate around, embodying the Stockdale Paradox of unwavering faith through hardship. The episode also explores Charlie's life beyond Broad River, focusing on his commitment to family and health. He shares tidbits of family activities, like attending his son's track meet and celebrating birthdays, emphasizing the importance of balancing work with personal life. Throughout the conversation, Charlie reflects on the significance of legacy and stewardship, envisioning a future where Broad River continues to thrive long after his leadership tenure. He underscores the role of investing in oneself, learning continuously, and passing on knowledge to future Memory Makers to ensure the company's enduring success. The session concludes with a Q&A segment, where Charlie provides advice on entrepreneurship and recommends impactful books that have shaped his journey. Charlie's favorite books: Win the Day by Mark Batterson - The Road Less Stupid (Advice from the Chairman of the Board) by Keith J. Cunningham - Everybody Matters by Bob Chapman - The Power of Moments by the Heath Brothers - Recommended Family-Friendly Finance and Money Management App for Kids and Teens: Greenlight - This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36150280

"Unplugged" Q&A with CEO Charlie Malouf from the Knights Summit, Part 1 04/10/2025

"Unplugged" Q&A with CEO Charlie Malouf from the Knights Summit, Part 1 Welcome to the second episode of the Knights of the Ledger Summit series from Stories from the River! Hope Stocker, Manager, Retail Accounting, guest hosts this episode and sits down with Broad River Retail's CEO, Charlie Malouf, for a Q&A about the company's growth and future opportunities with questions from the summit attendees. Charlie talks about the company's pioneering spirit in their northwest expansion, particularly with the introduction of Project Cascade and its entry into the Spokane market. This ambitious project is all about cascading Broad River's award-winning culture to a new territory which will introduce new and unique challenges to overcome, such as operating a single-store market with limited resources. Hope and Charlie also delve into the importance of retail leadership, explaining how having top-tier general managers is crucial for maintaining consistency and excellence across their stores. The episode highlights Broad River's dedication to innovation and staying ahead of the competition, as demonstrated in their bold initiatives like launching Riverstone Logistics and introducing an elevated home delivery service branded as Ashley DASH. Charlie emphasizes the company's commitment to reinvesting in their Memory Makers and communities through ventures such as an upcoming Crisis Assistance Fund and potential mission trips to further enrich their award-winning culture. Looking ahead, Charlie outlines the exciting opportunities for Broad River, targeting ambitious growth goals, maintaining excellent retail performance, and potentially exploring new regional markets beyond 2025, all while nurturing their unique company culture. Additional Resources: "The Explorer's Gene: Why We Seek Big Challenges, New Flavors, and the Blank Spots on the Map" by Alex Hutchinson - This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36086435

Compounding Success: How the Power of Growth Fuels Broad River's Pioneering Ambitions 04/08/2025

Compounding Success: How the Power of Growth Fuels Broad River's Pioneering Ambitions Welcome to a the new Knights of the Ledger Summit series from Stories from the River! This episode captures a presentation that podcast host and Broad River CEO Charlie Malouf gave at the 2nd Annual Knights Summit on March 26, 2025, in Fort Mill, South Carolina. Charlie begins by sharing insights into Broad River's growth journey over the last 20-plus years, focusing on past milestones and plans for the next year including Project Cascade, which aims to expand the company's geographical reach into the Inland Northwest in Spokane, Washington. Charlie discusses the four key areas of focus for 2025: driving revenue, continued innovation, operational efficiencies, and ensuring fortress security. He also discusses longer term future plans like the 2030 vision to grow to $500 Million. He emphasizes the importance of the pioneering spirit, encapsulated by the word "Pioneer," which was chosen as the company's 2025 word of the year. This encapsulates the aim to be innovative and exploratory in their endeavors. Charlie further engages the audience with thought-provoking exercises that demonstrate the power of compounding and investing in oneself. Through interactive dialogue, he illustrates the potential of small, consistent improvements leading to significant growth. This aligns with Broad River's philosophy, which values goal-setting and strategic planning to achieve long-term growth. Charlie reiterates the importance of Memory Makers in realizing these goals, noting that the company's success hinges on their growth and development. Overall, this episode serves as both an informative and a motivational session, aiming to prepare the finance department, fondly known as "Knights of the Ledger," for future challenges and opportunities. 21:24 "Nobody ever drifted to a destination they would have chosen." -Michael Hyatt 28:05 "If someone offered you a penny that doubles every day for 30 days or a million dollars today, which would you take?" 32:09 "If you improve by 1% every day, within a year you will have improved 365%. Think about that" 33:57 "When nothing seems to help, I go and look at a stonecutter hammering away at his rock perhaps a hundred times without as much as a crack showing in it. Yet at the hundred and first blow it will split into two, and I know it was not that blow that did it, but all that had gone before." - Jacom Riis The Stonecutter's Credo 34:27 "The best investment you will ever make is in yourself." Warren Buffett This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/36052775

Exploring the Shift from Human Capital to People at Broad River Retail 04/03/2025

The Journey to People: Redefining Human Capital at Broad River Retail 04/01/2025

The Journey to People: Redefining Human Capital at Broad River Retail Welcome to the mini-series Introducing People Allies on Stories from the River! Heather Greenwood, Director, People, hosts a thought-provoking discussion with Carlos Mendez, Manager, Learning & Development, and Emelyne Henderson, Manager, Memory Maker Experience, about Broad River Retail's transformation from the Human Capital Department to People. The episode begins with Heather introducing her guests and exploring their roles at the company. Carlos talks about his year-and-a-half experience with Broad River and the sense of connection and care that characterizes the People Team. Emelyne reflects on the department's growth from a small group that used to meet weekly to a much larger team requiring monthly all-hands meetings. She fondly recounts the shift from Human Resources to Human Capital and now, to People, as part of the company's ongoing effort to stay relevant and strategic while focusing on the business as well as the individual needs of its Memory Makers. The conversation further delves into the significant December 2024 meeting where the department's name change was revealed. Heather, Emelyne, and Carlos share their thoughts on this transition, emphasizing the power of being seen as allies to the Memory Makers. Emelyne remembers the initial uncertainty to change but highlights how the department has elevated by involving Memory Makers in decision-making processes. Carlos shares the excitement and energy of presenting end-of-year projects, noting how the name shift aligns with their vision for constant innovation and strategic support. The episode concludes with optimistic anticipation for the upcoming year, focusing on the implementation of new projects and strengthening leadership within the department, all while maintaining the core value of being true allies to the people at Broad River Retail. This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35942825

The C4 Strategy: The Purpose of Our Pre-Suasive Sales Process 03/27/2025

The C4 Strategy: The Purpose of Our Pre-Suasive Sales Process Welcome to the fourth episode of our C4 series on Stories from the River, in which we go behind the scenes at a recent C4 Sales Training event in Charlotte and speak with some of the Memory Makers at Broad River Retail who attended. Essentially, this episode has two components. Half of the episode features Head Coach Stacey McCormick providing a robust explanation and unpacking of the purpose and science of our proprietary C4 process. The other half of the episode features interviews and feedback from three Memory Makers who participated in the recent C4 training class. Head Coach Stacey McCormick welcomes you back and dives into the intricacies of the C4 training process at Broad River Retail, explaining its significance in creating memorable experiences for guests. Stacey highlights that the C4 process is foundational for how guests should experience stores, focusing on key aspects of the C4 process - Connecting, Customizing, Committing, and Continuing relationships with guests. Stacey emphasizes the importance of language, timing, and positioning in sales, anchoring the process on authentic connections with guests to foster long-term relationships. He also stresses the necessity of having the right mental and physical positioning to create positive impacts and enjoy mutual success with the guests. Stacey also provides the five personal and emotional Connection principles: 1. Connect and engage. 2. Be fun, endearing, and build credibility. 3. Influence outcomes. 4. Be urgent. 5. Extend the relationship. The 2nd half of this episode features insights from Madelin Brown, VIP Sales Manager, Ebony Lee, Home Furnishings Professional, and Steven Ramjit, Regional Manager of the North, who share their experiences with the commission-based environment at Broad River Retail. They discuss how the supportive and collaborative atmosphere among Memory Makers promotes productivity and a sense of family rather than competition. The Memory Makers elaborate on how connecting with guests authentically helps in customizing services to meet their needs, fostering trust and building credibility. The answer questions related to the biggest myths of commission sales, the biggest takeaways from the C4 training, and how various tools like Draw the Room and 3X optimize the process. The episode emphasizes that following the C4 process ensures a consistent and rewarding experience for both Memory Makers and guests. Additional resources: Pre-Suasion: A Revolutionary Way to Influence and Persuade by Robert Cialdini - The C4 Process Series Connecting the Dots - How C4 Customizes the Memory Maker Experience - Harnessing C4 Techniques: Improve Retail Performance with Connect and Customize - The C4 Playbook: Focusing on the Fundamentals - This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35885005

The C4 Playbook: Focusing on the Fundamentals 03/25/2025

The C4 Playbook: Focusing on the Fundamentals Welcome to the third episode of our C4 series on Stories from the River, in which we go behind the scenes at a recent C4 Sales Training event in Charlotte and speak with some of the Memory Makers at Broad River Retail who attended. Head Coach Stacey McCormick introduces this episode and dives into the purpose for and the evolution of the C4 process at Broad River Retail. This C4 process focuses on Connecting, Customizing, Committing, and Continuing as a sales strategy. Stacey has worked extensively to transform the C4 process from a single-page overview into a refined, structured approach that reduces variability in guest experiences. Memory Makers, whether or not they are new or have been with The River for years, participate in C4 training to train, hone, refine, and refresh their skills and ensure a consistent and exceptional guest journey. The goal is to provide a roadmap to provide consistent retail experiences as they assist guests with their home furnishing needs, catering to individual demands without the typical sales pressure while also being able to influence the outcomes in a mutually beneficial way. The episode features insights from Madelin Brown, Ebony Lee, and Steven Ramjit, who share their experiences with the two-day C4 sales training event. Madelin, a VIP Sales Manager, and Ebony, a Home Furnishings Professional, emphasize the importance of connecting with guests on a personal level to meet their needs comprehensively. Steven, the Regional Manager of the North, appreciates the unique nature of the training and the direct involvement of Stacey McCormick, valuing the hands-on approach that equips Memory Makers to deliver exceptional service. The biggest takeaways for the Memory Makers included a shift in mindset towards always seeking additional opportunities during a sale, building higher sales tickets, and the value of creating a consistent, guest-focused experience. The C4 process helps build lasting relationships with guests and the regular C4 sales training events foster a culture of continuous learning within the organization. Additional resources: The MR.MO series with Coach Stacey A Primer on Business Operating Systems - The Origin Story of Mr. Mo - How Mr. Mo Changed the Game for Broad River Retail - Accelerating to a Retail Revolution and an A+ Life with Mr. Mo - This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35853100

Harnessing C4 Techniques: Improve Retail Performance with Connect and Customize 03/20/2025

Connecting the Dots - How C4 Customizes the Memory Maker Experience 03/18/2025

Growing With Gabby: From Entry-Level to General Manager 03/13/2025

Growing With Gabby: From Entry-Level to General Manager In this episode of Stories from the River, Charlie Malouf welcomes Gabby Cobos, the new general manager for the Salisbury, North Carolina store, which has been recognized as the 2024 Ashley store of the year. Gabby shares her unique journey from Ecuador to the United States, settling in Orlando, Florida, where she began her career with Ashley Corporate. She started as a customer service representative and worked her way through various roles, including Office Manager, Sales Manager, and General Manager. Her passion for training and development led her to serve as a regional trainer for Ashley in Florida, responsible for onboarding and developing Memory Makers across 26 stores. Gabby shares that she has even been the host of a podcast. During her tenure at Ashley Furniture, Gabby also was able to interview three people for their own, internal podcast, called Ashley Spotlight, which was shared internally via their intranet on Ashley Discovery. Gabby's transition to Broad River Retail as a General Manager is driven by her belief in continuous growth and a passion for furnishing life's best memories. She appreciates Broad River's culture, their emphasis on words like "Memory Maker" and the value placed on personal development. Gabby is excited to be part of a company that aligns with her values and offers opportunities for professional growth. Gabby shares her goals for 2025 along with her habits that serve her well (like practicing gratitude and positive affirmations) and the best advice she's received. She's looking forward to investing in herself in 2025 while making a significant impact at the Salisbury store. Gabby encourages others considering a move to Broad River to take the leap, highlighting the culture and sense of being part of something bigger. Additional Resources: Loving Our Memory Makers - The Power of Memory Maker Appreciation Week! - This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35670870

Pioneering Spirit: Broad River Retail's Westward Expansion to Spokane 03/11/2025

Pioneering Spirit: Broad River Retail's Westward Expansion to Spokane In this special episode of Stories from the River, Manny Rodrigues, Presiden & COO of Broad River Retail, welcomes Charlie Malouf, CEO of Broad River Retail, and host of the podcast, into the studio. The discussion focuses on a significant new venture for Broad River Retail: the planned expansion into Spokane, Washington,and the Inland Northwest, scheduled for late 2025 or early 2026. Charlie explains that the decision to move into a 101,000 square foot former Macy's at NorthTown Mall in Spokane was driven by a chance conversation with an executive from Ashley Global Retail. The venture represents a strategic expansion aimed at broadening Broad River's traditional aperture relative to new markets and seizing new growth opportunities. The project is known as "Project Cascade" because it involves an attempt to expand and replicate Broad River's culture and operational methods far from its current geographical base, and the Cascade Mountains are nearby geographically. Charlie highlights the rationale behind choosing Spokane as a market, citing the opportunity to select prime real estate and the potential of the greater market area, which boasts a population approaching one million. The project will include a dual-store concept featuring a 7.0 Ashley Store with an Ashley Outlet and an expansive Sleep Shop on the 3rd floor. In fact, the Spokane store will be the first multi-level, multi-floor store that Broad River will open. Manny and Charlie emphasize the importance of executing this venture in the "Broad River Way," ensuring a blend of cultural values and operational excellence. This expansion provides growth opportunities for current Memory Makers, with several already expressing interest in contributing to the success of the Spokane store. This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35525780

Charting a New Path for Broad River's 2025 Word of the Year, PIONEER 03/06/2025

Charting a New Path for Broad River's 2025 Word of the Year, PIONEER Welcome to Season 4 of Stories from the River! Host and CEO of Broad River, Charlie Malouf, kicks off season four by introducing Broad River Retail's Word of the Year for 2025—"Pioneer." Guests Heather Greenwood and Will Luke discuss their roles in the new, creative process of selecting the Company's Word of the Year. Historically, the Word of the Year has been selected by the executive team, but this year, a collaborative and innovative approach was introduced during a Leadership offsite meeting in early November. The Leadership Team was separated into three teams of six people, and each team had to use guidelines and a framework to present their suggested Word of the Year for the Company for 2025. Each team was charged with the responsibility of nominating and presenting a word, aiming to find one that adhered to the framework and encapsulated the zeitgest (the spirit of the times) for the country, the industry, the Company, and its Memory Makers. Heather and Will describe their journey and thought process in choosing "Pioneer" as their final submission. They originally considered "Forge" but later pivoted after realizing one of its negative connotations. The word "Pioneer" was chosen for its multi-dimensional nature, symbolizing courage, innovation, and leadership. Although unexpected, the word resonated deeply with Charlie and the executive team, as it aligned with their vision of empowering Memory Makers to be intrapreneurs and drive forward-thinking growth initiatives. The episode concludes with a discussion on how the word Pioneer will guide organizational programs and individual actions throughout the year, aiming to inspire Memory Makers to embrace change and propel Broad River Retail into exciting frontiers. This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35559295

Raleigh Reign Reignited: Rich Smith Riffs on Leadership & Transformation from the Grand Reopening 03/04/2025

Raleigh Reign Reignited: Rich Smith Riffs on Leadership & Transformation from the Grand Reopening We are back behind the scenes of the Grand Reopening of the Raleigh Glenwood store! In the 3rd and final episode of this series, host Charlie Malouf speaks with Rich Smith, the General Manager of the Raleigh Glenwood store, following the grand reopening ceremony and ribbon cutting of their remodeled 7.0 Ashley Store on Glenwood Avenue. Rich, who began working with Broad River Retail in July 2022, shares his journey from joining as an Associate General Manager in Cary to being promoted as the General Manager of various locations, including leading the nearby Raleigh Outlet (a/k/a the Glenwood Gladiators) and the Cary Crushers to great success as GM of those two stores. The focus of the conversation is on the challenges and triumphs of guiding a team through a store remodel, emphasizing the importance of maintaining energy and motivation among the Memory Makers throughout the process. Rich highlights the transformed showroom's clean and organized appeal, aligning with current market trends and elevating the shopping experience. The episode also delves into the importance of relationship building with guests, as Rich recounts a touching story of helping a guest unexpectedly furnish her home within her financial means. He stresses that providing an exceptional retail experience revolves around understanding and connecting with guests from diverse backgrounds. The conversation is peppered with a discussion on future goals, including achieving titanium status and the potential rebranding of the Raleigh Reign as the Rainmakers. Throughout the episode, Rich embodies enthusiasm and optimism, driven by a belief in his team's capacity to elevate the shopping experience and achieve new heights in sales and customer satisfaction in the competitive retail furniture landscape. This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35525765

Inside Raleigh's Renovation & Visual Transformation from the Grand Reopening with Karen Ohar 02/27/2025

Inside Raleigh's Renovation & Visual Transformation from the Grand Reopening with Karen Ohar Welcome back to the Grand Reopening of the Raleigh Glenwood store! In this episode of Stories from the River, Charlie Malouf, CEO, hosts Karen Ohar, the Associate Director of Visual Impact for Broad River Retail. Karen shares her journey with the company since joining in October 2017 and discusses her significant role in overseeing the renovation and remodel of the Raleigh Glenwood store. The conversation highlights Karen's responsibility for overseeing 33 stores alongside Janet Leimkuhler, Broad River's Director of Visual Impact, focusing on the meticulous planning and execution required for store remodels. Karen explains the intricate processes involved in a store conversion to a 7.0 model, including coordinating with construction and merchandising teams, setting timelines, and the precision required to manage the movement and display of products without disrupting the shopping experience for customers. Karen emphasizes the importance of specialization within the Visual Impact Memory Makers to efficiently complete the remodel, which resulted in one of the quickest turnaround times for a floor reset, receiving and arranging 5,000 cubes of products in just ten days. The remodeled store offers a refreshed look with improved areas like the Millennium area, featuring high-value and elevated-design Ashley furniture collections. The episode also sheds light on the positive reception from the Raleigh store team and customers, with an overall excitement for the store's enhanced aesthetics, such as improved lighting and expanded areas. Karen concludes by expressing her anticipation for future renovations, aiming to continue enhancing shopping experiences at Broad River Retail locations. This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35456050

Raleigh's Ashley 7.0 Store Transformation: Lindsey Walton Reflects on the Journey from the Grand Reopening 02/25/2025

Raleigh's Ashley 7.0 Store Transformation: Lindsey Walton Reflects on the Journey from the Grand Reopening Welcome to the Grand Reopening of the Raleigh Glenwood store! In this episode of Stories from the River recorded on location inside of the newly renovated Ashley 7.0 Store following the Ribbon Cutting from the Grand Reopening, host Charlie Malouf welcomes Lindsey Walton, Home Furnishing Expert, back to the show. Lindsey has been with Broad River Retail at the Raleigh store since May 2018 and takes the opportunity to discuss the grand reopening of the Raleigh location following a significant remodel. Lindsey shares her experiences of working through the renovation process while keeping the store open and maintaining customer service standards. The remodel, referred to as an Ashley 7.0 Store design, features updates such as brighter lighting, contemporary walls, and polished concrete flooring, which have received positive feedback from returning guests. Lindsey also discusses the expanded and vastly improved Sleep Shop, highlighting the variety and quality of new mattresses now available. She shares her excitement for the new Active Breeze from Tempur-Pedic and the dozen new Sealy Posturepedics. She expresses excitement about new furniture collections, including her favorite, the Elissa Court, which features trendy Nuvella fabric. Lindsey shares her optimistic outlook for the year, focusing on achieving higher sales goals and potentially setting records in the newly revamped sleep area. To close, she offers impactful business advice, emphasizing the importance of getting comfortable with being uncomfortable, which speaks not only to advice for professional growth but also to personal growth. This episode on YouTube: Visit for more episodes. Broad River Retail brought this show to you. Visit Follow us on LinkedIn: /episode/index/show/e9b7065c-2505-469c-b447-c51c0d8d1e09/id/35421950

Stories from the River

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