Royal Opera House


This leading arts institution approached T&B during a unique time of change. The venue was closing for a period of 24 months, to allow a change to the visitor experience.

Approach & Recommendations:

Key aims of this project were:

  • To improve our audience’s experience significantly.

  • To create a place of inspiration and welcome for a new daytime audience.

  • To ensure that all our public spaces are in world class condition for the next generation of artists and audiences

  • Where compatible with the above, to generate much needed revenue to support our work.

T&B were asked to assist with developing a retail strategy, financial modelling and operational delivery plans to help the venue realise the potential in the retail area.

Outputs & Results:

  • Weekly internal meetings with various Directors and relevant parties

  • Full analysis of the online shop and growth opportunities

  • Full range review of previous offer and complete recommendation for categories and stories moving forward- including a full review of supply chain and recommended changes

  • Guiding the client on full step by step process of a shop/café design tender

  • Structural recommendations including new roles required and full job descriptions written.

The project was due to be complete within 3 months. Given the strong support T&B provided, a full strategy piece was complete within deadline, and a request for T&B to continue on until project delivery in 18 months time. This job is now ongoing, with T&B project managing the shop/café tender process, buying timeline and operational changes.



T&B assisted the buying and merchandise team of America’s leading department store chain with improving their supply chain. Assistance was also required in developed the private label, in house business. The team required rapid growth results with little in house capability or resource opportunities themselves.

Outputs & Results:

T&B designed a product development pipeline, specification, sourcing, quality assurance and measurement processes.

T&B also suggested an ongoing timeline process and structural responsibility format moving forward, including: 

  • Product Prioritisation

  • Product Definition and Costing

  • Sourcing and Design

  • Qualification and Testing

  • Manufacturing Management

  • Product Launch

As a result of the project, the client has experienced an increase in private label business with fewer factories, higher quality and greater productivity. T&B have been requested to complete a product development offer for the coming 4 retail seasons.



A USA design gift brand approached T&B to assist with brand development and growing their reach and wholesale business across the USA. The brand was well known within the NYC area but required growth nationwide in order to meet 3 year targets.


T&B spent an extensive time in American covering:

  • Extensive audience research across the product categories

  • Researching gaps in the market within the gift and travel industry

  • Finding key distributors within harder country demographic areas

  • Assisting in design ideas and improving supply chain


Within 2 months, T&B streamlined the supply chain of the client, leading to a significantly improved overall profit margin. Over 15 new business opportunities were found, including 4 airport locations and 2 large US retail department stores. The brand has declared +28% revenue results vs last year.

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A leading London art gallery approached T&B regarding assistance with the ecommerce trading site. The site was not tracking at conversion rates being seen by competitors and the gallery required assistance in the analysis behind this.

Outputs & Results:

Following an in-depth 3-month process of analysis, T&B delivered outputs including:

  • Device-optimised design across mobile, tablet and desktop.

  • Enhanced personalisation.

  • Enriched merchandising including customer recommendations.

  • Significantly improved web performance.

  • Vastly improved speed-to-market for new regions.

  • A recommended range of budget efficient plug ins to optimise future performance.

The 6 month process was completed and T&B were quickly hired for full assistance in the build of the new main gallery website. This project is ongoing.



A leading governmental institution required a complete evaluation of the retail operation in order to react and achieve a larger profitable result for the coming financial year.

Approach & Recommendations:

  • An objective appraisal of retail and commercial targets for the coming year/s, in conjunction with visitor numbers and in collaboration with the current business plan; is the ambition realistic? What are the strengths and weaknesses? Where are the potential growth areas?

  • An assessment of the current retail structure – how does this compare with similar organisations with equivalent turnover and costs? Are there any efficiencies to be identified or alternative ways of working?

  • Analysis of the current product range review with a focus on mix of product in relation to impact on sales and brand.

  • Feedback gathering via focus groups and customers.

  • Recommendations for marketing opportunities, internal and external, on site and online, to promote the retail offer and raise awareness of the brand.

Outputs & Results:

T&B completed a report which documented the following:

  • Summarised outputs and findings from the above research and fieldwork.

  • Benchmarking with like for like retail operations - specifically looking at net contribution, investment, resource, structure, operation/accommodation.

  • Recommendations for possible ‘quick wins’ within the current business model to grow net contribution.

  • Recommendations for longer term retail development including opportunities identified, both internally and externally, to formulate a 3-5 year retail strategy with achievable objectives.

The recommendations are currently being rolled out across the business and has seen an improvement of +17% vs last year.