In this episode of the Luca Ecommerce Leader Series, Bryan Kinghorn sits down with Sam Colwill, Founder of Bathrooms By Design, and Vince Gunn, the company's CEO, to explore how one retailer is reinventing one of e-commerce's most complex customer journeys.

Buying a bathroom isn't like buying a T-shirt.

Customers have to navigate thousands of products, measurements, layouts, finishes, budgets, and installation decisions—making it one of the most complicated purchases in retail.

So how do you make that experience feel simple?

For Bathrooms By Design, the answer has been building their own technology.

What began nearly two decades ago as a small eBay business selling clearance bathroom stock has evolved into a luxury omnichannel retailer powered by proprietary design software, immersive VR experiences, exclusive product ranges, and AI woven throughout the business.

Sam and Vince explain how AI is transforming everything from software development and merchandising to customer support and personalised shopping experiences, while sharing why technology should enhance human expertise—not replace it.

One of the standout ideas from this conversation is Vince's description of AI as moving businesses from a high-performance sports car to a rocket ship.

The advantage isn't simply automation.

It's dramatically faster learning, better decisions, and the ability to solve problems that previously required entire teams.

You'll learn:

• How Bathrooms By Design evolved from an eBay startup into a luxury omnichannel retailer
• Why complex buying journeys create opportunities for innovation
• Building proprietary software instead of relying on off-the-shelf tools
• Using VR and AI to personalise the customer experience
• Applying AI across software development, merchandising, SEO, and customer support
• Why operational systems become a competitive advantage as businesses scale
• How AI amplifies teams rather than replacing them
• What the future of home improvement retail looks like in an AI-first world

The Luca Ecommerce Leader Series features conversations with founders and operators building the next generation of commerce. Each episode explores how AI, technology, and changing consumer behaviour are reshaping businesses—and how today's leaders are staying ahead.

Connect with Vince Gunn

LinkedIn: https://www.linkedin.com/in/vince-gunn/

Learn more about Bathrooms By Design

https://bathroomsbydesign.com/

Connect with Sam Colwill

LinkedIn: https://www.linkedin.com/in/sam-colwill/

Connect with Luca

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LinkedIn: https://www.linkedin.com/company/asklucaai/

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