How Holt Renfrew is changing the look of luxury
Armed with a fresh vision and strategy, the 180-year-old Canadian department store is making a statement.
by : Nancy Won- Feb 15th, 2017
It’s a week before Christmas, and Holt Renfrew’s flagship on Bloor Street in Toronto is a buzzing hive of well-heeled holiday shoppers seeking out last-minute gifts and gowns amid the glorious chaos. Next door, 11 floors above, I’m sitting in a quiet, stately office with Holts’ president, Mario Grauso, and fashion director, Ketevan Gvaramadze. Both are new to the company—barely four months into their roles—but they are already reminiscing about the latest Fashion Month, spring/summer 2017. The industry’s biannual pilgrimage, running from New York to London to Milan to Paris, affects every business decision Grauso will make for the next six months. “For me, that’s where it all starts,” he says. “It’s where all the ideas come together.” This explains why, just a few days after starting at Holts, Grauso headed off to the shows—a glam but exhausting circuit of back-to-back presentations, re-sees (an opportunity for editors and buyers to have a closer look at the collections) and market appointments. It’s a full-on schedule that leaves you physically drained but creatively supercharged.
Unsurprisingly, one of the hottest shows on the fashion calendar made a major impact on Gvaramadze. “Oh, my God, Balenciaga…” she says when I ask what her favourite show was. “It was everything for me. It made my Fashion Week.” Grauso shakes his head. “But the girls couldn’t walk in the shoes!” (He has a point. Spandex-encased stilettos are tricky.) “Yes, but you have to dream!” she counters. “It’s important to look at things that inspire you.” Creative clashes are part of the process, it seems. Grauso admits it’s a bit “like a negotiation with your family about how you’re going to decorate the house.” After the pair returned home, many hours were spent debating fashion fantasy versus reality, for both the shop floor and their revamped spring magazine, a 195-page lookbook that serves as a snapshot of the season. And, being the first magazine under Grauso’s leadership, it will also act as his unofficial debut – Canada’s first glimpse of the new Holt Renfrew.
When Grauso was announced as incoming president last July, insiders weren’t exactly surprised. He is the former president of Joe Fresh—which, like Holt Renfrew, is owned by the titans of retail, the Weston family—and, with over 20 years of experience as a fashion exec at the Vera Wang Group and Puig, he is well known in the industry.
New appointments aside, big change was bound to happen one way or another at Canada’s oldest high-end department store. With Saks Fifth Avenue and Nordstrom venturing north of the border and Simons expanding beyond Quebec, the luxury landscape in this country got a lot more crowded in 2016. It’s a new reality that Holts had been bracing for since 2015, when it began shuttering its smaller outposts—a strategy implemented so it could focus on multi-million-dollar expansions at its major stores in Vancouver, Calgary and Toronto’s Yorkdale and Bloor Street locations as well as a massive merger with Ogilvy in Montreal and a swanky new opening at Square One in Mississauga. That one is an extravagant behemoth: 12,077 square metres with towering ceilings and marble floors, a personal shopping “apartment,” a master tailor and a leather artisan who will add custom embossing to your handbag. Grauso also promises that Holts will offer more concept shops showcasing the world of the designer: Look for Brioni and Loro Piana this year.
These changes allow Holts to offer a deeper assortment of products from a wider range of brands, but, much like other big retailers, it still has challenges to face. “Canada doesn’t have the large base of high-end shoppers that the United States does,” says Maureen Atkinson, senior partner at Toronto retail consulting firm J.C. Williams Group, who adds that in a market of limited growth size, the more you cut the pie the smaller the slices. “If all these companies are targeting the same established luxury customer, there certainly isn’t enough business for them all.” In other words, it’s not a bad idea to find another pie, a.k.a. a new customer.
This is partly why Grauso immediately thought of Gvaramadze when he found out he would be joining Holt Renfrew. The Georgian-born stylist, with her platinum pixie cut and penchant for wearing Gosha Rubchinskiy tees with oversized Céline trousers, is an unusually edgy choice for Holts. And that’s the point. “Ketevan is always pushing fashion,” says Grauso. “She has this eye and an ability to mix streetwear with more obvious designers in an interesting way.” In case you missed that, he said “streetwear”—which implies youth. It’s an idea that comes up again and again in our conversation. It’s also a deliberate shift away from the retailer’s more traditional persona. “We’re definitely considerate of Millennials,” says Grauso. “They love luxury, and I want them to see Holts as a place to look at fashion and get inspired – whether they’re able to buy it yet or not. How young people are shopping now is a new chapter that we, as a department store, have to consider.”
Speaking of how Millennials shop, Holts knows that it has to up its e-commerce game, stat. The 180-year-old retailer launched beauty online in 2015 and accessories in 2016, and the aim is to roll out select ready-to-wear categories later this year. “We got into it a little late, so we’re trying to play catch-up,” admits Grauso. “But it’s not just about rushing and getting things up; I want it to look a certain way. It has to be true to the new message of Holts.”
That’s one reason its magazine (and its toned-down aesthetic) is so important. “It’s more than just a catalogue,” says Grauso. “It informs everything else: the windows, the website, the ad campaigns.” Gvaramadze, who also handles the look and feel of their Instagram account, gives a definitive nod. “It’s our point of view,” she says. “It’s who we are.”
And who is that exactly? “Holt Renfrew has always brought the newest and best fashion to Canada; those are our roots,” says Grauso when asked about his vision. “We’re just going to be tougher [with the DNA]—editing the roster and bringing on new designers who are having a moment.” This will include investing in more boundary-pushing brands (Comme des Garçons, Sacai) and creating a dedicated space for them in all Holt Renfrew locations. “Young people are really thinking outside the box, so [creatively] advanced designers are going to be key,” says Grauso. “These are brands that touch both mother and daughter. When a collection can do that, it becomes really important to us. There’s something for everyone, but it’s an edited something for everyone.”
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