In this episode of Behind the Franchise, host Paul Ehlinger welcomes Brian Britton, CEO of Kilwins Chocolates Franchise, Inc., for a fascinating conversation about leadership, retail theater, and building an iconic American confectionery brand.

Brian shares his unconventional journey from U.S. Navy Flight Officer to Harvard Business School to leading one of America's most beloved chocolate and ice cream franchises. With over 160 locations across the country and ambitious plans to expand to 400 stores, Brian discusses the strategic vision behind Kilwins' growth following its 2023 acquisition by Levine Leichtman Capital Partners.

The conversation delves into what makes Kilwins special - the concept of "retail theater" where customers can watch fudge being made, caramel apples being dipped, and brittles being crafted right before their eyes. Brian explains how this experiential approach creates lasting memories and drives customer loyalty in an age of online shopping.

Key topics include:

• Transitioning from military leadership to the business world

• The importance of franchise relationships and supporting franchisees

• Balancing growth with maintaining brand quality and authenticity

• Creating memorable customer experiences through in-store theater

• Leadership lessons from aviation, education, and hospitality

• The future of brick-and-mortar retail in a digital world

Whether you're a franchise owner, business leader, or simply a fan of delicious chocolates and ice cream, this episode offers valuable insights into building and scaling a beloved American brand.