The Charity Retail Consultancy was voted Supplier of the Year 2019 in the Small Business category at the Charity Retail Awards.

We spot the opportunities and understand the challenges of this thriving sector, then work with clients to provide bespoke, practical and sustainable solutions. We have an unrivalled track record of supporting charities and social enterprises with the development and improvement of their retail offer. With over 60 years combined experience in the sector our knowledge, skills, experience and integrity are second to none. 

Jayne Cartwright, Founder and Director of The Charity Retail Consultancy

Jayne has had an extensive career in charity retail, so brings vast experience, knowledge and determination to bring about positive change for the consultancy’s clients.  Her first role was with Oxfam as one of its earliest shop managers running a traditional shop, a vegetarian café and a charity supermarket before managing a district of 11 shops raising £1m per year.

She then worked with The Children’s Society for 8 years as a Retail Operations Manager, then Head of Retail for 90 shops across the country


Jayne joined Save the Children UK in 2005 and as Head of Retail was responsible for the staff team, its 3600 volunteers and 125 charity shops.  For two years she also headed up the UK Community Fundraising operation, maximising the opportunities between CF and Retail as two locally led fundraising operations.  Jayne created and led a relationship with Mary Portas, resulting in a BBC TV series Mary Queen of Charity Shops, the rollout of a new shop fit, a pop up shop generating £100K profit in 3 weeks and a permanent charity relationship with Mary Portas.  Jayne secured relationships with commercial retailers and won the prize of Woman of the Year at the national everywoman in retail awards 2010-2011, a first for a charity retailer.

Jayne was executive director of retail at YMCA England responsible for 165 shops. She oversaw a healthy increase in profits, driven by decisions to develop staff alongside a strong acquisition and closure strategy.

We really loved working with Jayne.  Her insights were brilliant and the shop team were really motivated with her suggestions and ideas.


Jayne served on the board of trustees for the Charity Retail Association and regularly gives key note speeches and workshops at its conferences. She worked voluntarily with the think tank DEMOS on measuring the social value of charity shops. She has also served on the board for a children’s hospice charity.

Jayne created The Charity Retail Consultancy in 2010 to help charities develop and improve a high street offer.  The consultancy has been commissioned by over 50 charities to undertake projects such as developing business plans and strategies, reviewing current and designing future retail operations, preparing key stakeholders for the creation of a charity retail operation, developing new roles and supporting recruitment, and presenting key note speeches.

Jayne Cartwright is among the best charity retail experts in the country, with years of experience heading top charity retail chains, and successfully mentoring start-ups in opening their very first shops. She is one of our go-to speakers for the sector event, the Charity Retail Conference, on a range of issues from operations, to human resources, to strategy.  Equally Vicki Burnett’s charity retail expertise is second to none, heading award winning shop chains and imparting her knowledge at Charity Retail Association events frequently. She was a highly valued long-term member of the Association’s Board of Directors, and held the position of Chair. We love working with both Vicki and Jayne – I recommend their services to charities with retail interests without hesitation.


Vicki Burnett, Senior Consultant with The Charity Retail Consultancy

Vicki’s charity retail experience began as a teenager in St Luke’s Hospice’s first shop in 1983 in her home town of Sheffield. Following a BA (Hons) degree in Retail Marketing she returned to use her newly acquired skills and knowledge in the charity sector, starting as a volunteer with Oxfam. This led to an 8 year journey with the charity, firstly as a Deputy Shop Manager then Furniture and Vintage Shop Manager in Leeds. The mid 90s saw her as District Retail Manager for South Yorkshire managing paid and volunteer Shop Managers to raise £1m per annum. This was when she and Jayne first met and realised their shared passion for all things charity retail.


As Volunteer Services Manager for Crisis, Vicki provided strategic direction for the organisation’s volunteer programme, as well as managing the recruitment, training and deployment of over 2,500 volunteers who ran 5 Christmas shelters for homeless people.

In 1999 Vicki became Head of Retail for St Gemma’s Hospice. She moved the chain from 4 to 21 shops, raising a total of over £13 million for the hospice. St Gemma’s twice won Shop Team of the Year and were runners up in the Innovation Award for their quarterly vintage fairs.

Vicki next headed up the retail and trading operation for Cats Protection, turning it from a disparate and unsupported group of 70 shops to a functioning chain that went onto win Outstanding Charity Retailer in 2016 & 2017

Vicki did a fantastic job in her time as Retail & Trading Manager at Cats Protection. She’s someone whose knowledge, experience and skills I relied on heavily in her time at the charity. I have the greatest respect for Vicki as a real expert in her field. And she’s fun to work with too!

Cats Protection, Lewis Coghlin Director of Income Generation

Vicki’s latest role was Acting Director of Income Generation at Martin House Children’s Hospice, whilst incorporating her substantive Head of Retail role. Here she worked across the whole hospice team to redesign the shops to tell the story of the charity on the high street, as well as achieving huge growth in donated sales, transforming the Christmas card operation, winning Shop of the Year and running a pop-up and upcycling project. 

Vicki also served on the board of the Charity Retail Association, including time as Vice Chair and Chair. She is an experienced trainer and speaker, delivering workshops and plenary sessions at a wide range of sector events. Now based in Scotland, she is delighted to be working with Jayne and the Charity Retail Consultancy to support and inspire the sector across the whole of the UK

Vicki worked as Head of Retail at St Gemma’s Hospice for over 10 years. During that time she expanded the number of shops, brought in professional standards and increased profitability. Vicki is an experienced and skilled manager; whether that is dealing with paid staff or volunteers. She was a valued staff member and readily formed good relationships with people at all levels of the organisation and in all departments. Vicki was personally highly motivated and was able to motivate others to realise the goals and ambitions of the charity.’


St Gemma's Hospice, Tracy Dick Director of Business Development