In this episode of Brave Commerce, Rachel Tipograph and Sarah Hofstetter sit down with Brian Gelb, senior vice president of wine and concierge at Total Wine & More, to unpack how a retailer is gaining share while the broader alcohol market faces headwinds.
Brian shares how his military background shaped an “intent-based leadership” approach that pushes decision-making down, builds ownership, and requires teams to arrive with a recommendation, not just an issue.
They also discuss what often breaks down between suppliers and retail partners, why bringing real customer insights to the table changes the quality of joint business planning conversations, and how Total Wine stays focused on service, selection, and sharp pricing, while expanding into non-alcoholic, THC-infused, and emerging functional beverage segments.
Key takeaways:
- Intent-based leadership drives accountability by empowering teams to own decisions and defend their reasoning.
- Retailer–supplier alignment improves when both sides start with customer insights and shared strategy.
- Share growth in a challenging market comes from disciplined focus on experience, assortment, and price.
