Podcast Summary: The Entrepreneurs – "Have we lost our appetite for sustainability?"

Monocle Radio – January 7, 2026
Host: Tom Edwards | Guests: Charlotte Sturk (Handbag Clinic), Neil Jacobs (Capella Hotel Group)

Episode Overview

This episode of The Entrepreneurs grapples with the changing currents of sustainability in the luxury retail and hospitality sectors. With economic headwinds softening the industry’s former zeal for sustainable practice, host Tom Edwards and guests Charlotte Sturk and Neil Jacobs reveal how leading businesses are navigating this landscape—experimenting with new operational models, championing circularity, and reimagining the very nature of luxury for 2026 and beyond.

Key Discussion Points & Insights

1. The Evolving Appetite for Sustainability in Fashion – Charlotte Sturk, Handbag Clinic ([02:03]–[17:06])

The Genesis of a Circular Luxury Business

• Charlotte’s Journey: Grew up fascinated by designer handbags, learned the art of reselling and “levelling up”—saving for one, reselling, and upgrading. An accidental meeting with a leather care expert led to the formation of Handbag Clinic.

  “I would save up, got my first bag and then I realised that if I saved up a little bit more and then sold that bag on eBay, I could then put that together and buy the next sort of level up…” – Charlotte Sturk [02:20]

• Entrepreneurial Grit: Identified as a "grafter and hustler," Charlotte details her hands-on approach, always seeking advancement through work and study.

  “Every minute of my being was being, you know, how do I progress in life? And that is very much still how I act today.” – Charlotte Sturk [03:40]

Mainstreaming Luxury Aftercare & Circularity

• Early Days of Circular Fashion: Faced skepticism; investors and brands once dismissed luxury restoration. The pandemic, however, accelerated market acceptance.

  “People thought I was foraging in bins for old handbags… To me, that old, tired Bayswater… meant the world.” – Charlotte Sturk [04:36]

• Scaling Up: The Clinic restores 600–700 bags monthly, both for consumers and luxury brands, plus robust resale—e.g., 130 handbags sold in a single day (Black Friday).

  “We’ll restore around 700 bags every month…” – Charlotte Sturk [06:34]

• Secret Partnerships Become Mainstream: Initially, luxury brands used Handbag Clinic discreetly; now companies like Burberry collaborate with them publicly.

Viability of Sustainable Fashion During Economic Downturns

• Profitability as Proof: The team has transitioned from a loss-making, high-growth model to profitability—“fighting to make sure sustainability is part of the mainstream.”

  “It has quietened down as economic pressures have come in. What we’re trying to do at the minute is actually prove that this can be profitable and can work operationally.” – Charlotte Sturk [08:35]

• Consumer Shifts: Affluent clients opt for restoration and are willing to pay and wait—proof for growing demand. Gen Z leads with a “buy less, buy better” mentality, providing hope for lasting behavioral shifts in retail.

  “We definitely see that and I think Gen Z definitely lead the way in that…” – Charlotte Sturk [12:41]

Leadership & Expansion

• Management Approach: Charlotte prefers a hands-on model; scaled back a senior team, replacing with more manager-level talent directly reporting to her, emphasizing that unique, passionate operators are key in this niche.

  “My business needs doers and I’m a doer.” – Charlotte Sturk [13:21]

• Future Ambitions: Further investment and potential international expansion, “nailing the blueprint” for global growth.

Most Memorable Client Stories

• Celebrity Clients: Claudia Schiffer and Kate Moss as standout stories.
• Life-changing Finds: A handbag found in Ghana, authenticated and sold for £350, “going to change their whole life forever.”

  “That's what we want... this money from this handbag that they have found... is going to change their whole life forever.” – Charlotte Sturk [15:05]

2. Redefining Sustainability & Experience in Hospitality – Neil Jacobs, Capella Hotel Group ([17:28]–[29:17])

The Hotel Industry’s Sustainability Challenge

• Reality Check: The luxury hotel industry, especially large groups, “has a shocking reputation” for real, ingrained sustainability. Data-driven measures exist, but field-level culture lags.

  “It's rarely part of the culture of larger organizations or any kind of group with some scale.” – Neil Jacobs [18:13]

• Building Culture from the Top: At Six Senses, Neil introduced sustainability directors at every property and tied compensation to sustainable practice—embedding culture rather than box-ticking.

Evolving Expectations of the Luxury Traveler

• Beyond Intuitive Service: Classic luxury (service, food, bedding) is now merely an entry point. Travelers crave personality, narrative, a sense of place—not “homogenous” experiences.

  “What the customer wants today… they want personality, they want individuality. They need storytelling, they need narrative.” – Neil Jacobs [23:11]

• Capella & Patina Brands: Patina positioned at the intersection of lifestyle and luxury—“fun, energy, music, art, but at a luxury level.”
• Imagination and Authentic Activations: Example: Capella Kyoto’s exclusivity—offering guests genuine access to geisha tea rooms, deepening guest immersion in the local culture.

  “We have been allowed to access those units and bring our guests there and talk to the geishas… this is a big deal for Kyoto.” – Neil Jacobs [24:33]

Sustainable Engagement & Good Neighbor Ethos

• Defining Community Impact: True sustainability means hotels contribute to—not merely extract from—their locales.

  "My passion is to have a real role in the community... How do we contribute to them?" – Neil Jacobs [26:14]

• Addressing Overtourism: With soon-to-open properties in Florence, continued focus is on restoration over new builds and thoughtful cultural programming to enhance localization and reduce negative impact.

  “80% is restoration, 20% is new build... opportunities culturally there, I mean you can just go on forever if you have the wherewithal to really try and penetrate that town…” – Neil Jacobs [27:40]

Notable Quotes & Moments

• Charlotte Sturk (on shifting attitudes):

  “People thought I was foraging in bins for old handbags… To me, that old, tired Bayswater… meant the world.” [04:36]

• Charlotte Sturk (on profitability):

  “We’ve actually reached profitability now and have turned that around in a 12 month window. And we’re one of the only sustainable companies to actually do that because it is challenging in the space.” [08:35]

• Neil Jacobs (on hotel culture):

  “It’s rarely part of the culture of larger organizations or any kind of group with some scale.” [18:13]

• Neil Jacobs (on today’s luxury traveler):

  “The people…that are going to chip away at that market share are these smaller... bespoke hotels that focus on environment and where you are and culture and context.” [23:11]

• Neil Jacobs (on authentic experiences):

  “This is a big deal for Kyoto... It’s things like that that kind of actually make the difference.” [24:33]

• Neil Jacobs (on community engagement):

  “How we contribute, not they contribute to us, how do we contribute to them? ...that’s the joy, frankly, for me.” [26:14]

Important Timestamps

• [02:03]–[06:34] – Charlotte’s entrepreneurial journey and early circular economy efforts
• [06:34]–[09:40] – Restoration scale, brand relationships, COVID impact, arrival of profitability
• [11:29]–[12:41] – Changing consumer attitudes, Gen Z and “buy less but better”
• [13:21]–[16:29] – Leadership style, memorable client stories, future ambitions
• [18:13]–[21:00] – Neil Jacobs critiques industry norms, describes building sustainability culture at Six Senses
• [22:51]–[26:14] – Future of Capella/Patina brands, changes in guest expectations, authentic local experiences
• [26:14]–[29:17] – Community engagement, restoration over new builds, navigating overtourism

Conclusion

This episode explores how authentic, operationally sound approaches to sustainability—rather than transient green messaging—are redefining success in the luxury retail and hospitality industries. With founders and leaders like Charlotte Sturk and Neil Jacobs focusing on profitability, local impact, storytelling, and restoration, the blueprint for sustainable luxury in 2026 is one of nuance, resilience, and genuine innovation.