Retail Service Systems: The Team Behind BoxDrop

Scott Andrew and his wife Daphene have founded or scaled companies in multiple industries, including beverage manufacturing and wholesale, real estate development, multi-model franchising, retail and manufacturing in the home furnishings industry, construction, advertising, rodeo production, mass media, consulting, and internet marketing & distribution in retail and B2B.
In 2013, recognizing a need for disruptive distribution and retail changes in the 100 billion-dollar U.S. home furnishings industry, Andrew founded Retail Service Systems (RSS). Through its BoxDrop home furnishings models, the RSS team innovated how franchise models scale by helping local business owners compete with the large regional and national power players. This endeavor led RSS to being ranked on the Inc.5000 fastest growing companies list five consecutive years (2018-2022). In 2018 ahead of the Covid-19 pandemic, RSS launched the franchise bioPURE Services in the microbial germ fighting space. During the pandemic, Andrew formed The Rugged Media Network to work with ETSU marketing Chair Dr. Stephen Marshall and Rugged American Spirits to partner with Stephen Callahan and scale the Jonesborough TN based Tennessee Hills brand of spirits & spaces as a national “Lifestyle” brand. That scaling venture created franchise-able businesses & business concepts like the Tennessee Hills Brewstillery, The Tennessee Hills Whiskey Kitchen & Smokestillery, the Tennessee Hills Creamstillery & Mercantile, and the Tennessee Hills Copperhead Road experience.
Andrew is the published Author of The Rugged Entrepreneur and was part of the foundation of the ETSU Research Corporation, served on the ETSU CBAT Executive Council, the Presidents 125-II committee, and in honor of his late father Dewey Andrew, helped establish the ETSU Andrew Leadership Academy for rising seniors and graduate students and along with the Tennessee Hills team helped ETSU create and continue to help run a Brewing and Distillation Sciences minors program for workforce development. The Andrew’s and their affiliated companies diligently support entrepreneurship, regional & state tourism, Appalachian culture, and experiential workforce development programs at the university.

“Great things in business are never done by one person. They’re done by a team of people.”

–Steve Jobs

Jerry Williams has been a leader in the home furnishings industry for over 20 years, running operations for businesses that have generated over $400M in wholesale revenue. As President of RSS, Jerry works directly with manufacturing partners to ensure that RSS receives the best value and service for its brands, products, and private labels. He also oversees RSS’s financial division, along with its customer service and brand development teams, while working closely with the company’s CEO on strategic projects and program development.

Jerry brings additional experience in both operations and sales from distribution-based businesses in the trucking and waste management industries. He graduated from Ohio State University with a degree in Transportation and Logistics.

Jerry resides in Columbus, Ohio with his wife Emily, with whom he has shared 25 years of marriage, and their daughter, Hartley.

Kelly is a highly-experienced BoxDrop franchise owner. She leads our merchandising strategies and also serves as a BoxDrop coach. In her coaching role, Kelly supports BoxDrop dealers who are focused on growing into multi-million dollar ordering locations. She is a dedicated professional who, influenced by her father’s teachings, learned the importance of treating customers right. Kelly funded her college education by nurturing client relationships and consistently went above and beyond for them. Her profound motivation and notable achievements derive from her deep-rooted family values. With a two-decade-long tenure in customer service, Kelly enjoys helping others build prosperous businesses and values providing her children with a rural upbringing.

Josh grew up in a business-oriented family, helping with their vending machine and income tax ventures. Josh, discovered his passion for accounting, management, and business at a young age. After earning a degree in Business Management and Accounting, he embarked on a career in various roles for small businesses. However, his entrepreneurial aspirations remained unfulfilled until he joined BoxDrop in 2014. Currently overseeing four West Virginia locations, Josh’s father also joined the business, and he has recruited other friends to share in the opportunity. Additionally, Josh’s collaboration with Bob Wert and Kelly Harris in developing the upholstery business has been instrumental in its growth.

While paying her way through college, Daphene answered an ad to become a flight attendant and before she knew it at the age of nineteen, began a twenty-year career with one of the nation’s largest airlines. With RSS, she opened the first BoxDrop store in Anderson SC which became a hometown favorite as well as a BoxDrop R & D test center for close-out and container purchasing programs. Her passion for design and decorating has been a part of her helping numerous lake and beach homeowners design and furnish their houses on the SC & FL coasts as well as Lake Keowee and Lake Hartwell where her BoxDrop Furniture store was located.

Daphene is the serial entrepreneur partner to her husband and has long been an integral part of businesses they have built together from a beer distributorship to a rodeo production company and now with BoxDrop and Simmons Living giving her the opportunity to take her passion for decorating and design and invest it into decorating High Point and Vegas Showrooms while also walking showrooms at various furniture markets and meeting with manufacturing partners to design furniture products for BoxDrop & Simmons Living programs. Like most key members of the RSS Leadership Team, she is an experienced entrepreneur in a class we call Warrior Entrepreneurs because they have started businesses from scratch and know all the details soup to nuts from sweeping floors to keeping books and from unloading trucks to making a sale that leads to a good review and a repeat customer.

“Nothing is impossible, the word itself says: I’m Possible”
— Audrey Hepburn

This Entrepreneur started as a cook and manager at Ruby Tuesday’s while studying at Purdue School of Business. Graduating cum laude in 2003, Chris joined his father’s business and introduced new strategies, including social media. Taking over as owner in 2009, his dedication to customer service and work ethic propelled him to success. With over 18 years in the industry, Chris continues to expand the business and involve his brother Tyler. Beyond business, he enjoys golf, cooking, and playing bass guitar. “If you’re not doing what you love, you’re wasting time.” – Billy Joel

Heather Bradley, raised in Indiana, learned the value of hard work and treating people equally regardless of their status. She grew up hearing a story about her grandfather’s kindness to a man who had fallen on hard times. This lesson shaped her approach to life and business. With a background in customer service and human resources, Heather’s goal is to treat everyone with utmost respect. In 2012, she got married and later opened a BoxDrop location in 2016, fulfilling her dream of owning a small business while caring for her community like family.

Tim Buster is a seasoned entrepreneur with a diverse background in building businesses. From a donut shop owner to managing a large workforce, he has ventured into various industries including milk delivery, courier services, furniture delivery, and trucking. Tim’s love for business led him to discover the duplicatable model of a Mattress and Furniture Clearance Center. With three locations, he has played a significant role in the growth of our company. As a coach, Tim finds joy in helping dealers enhance their strengths and develop their businesses. He lives by Tony Robbins’ quote: “The only limit to your impact is your imagination and commitment.”

Kirk has an extensive finance background, excelling in sales and opening multiple locations, generating millions in sales. He and his wife, Heather, have been successful entrepreneurs in the transportation brokerage industry. They started their first BoxDrop location in 2016. Kirk’s previous experience in logistics management involved significant contracts and border crossing. He and Heather also own a small bowling alley. Kirk holds a degree in business management and is passionate about coaching basketball. He enjoys bass fishing, staying active, and spending quality time outdoors with his family.

Bill, a believer in not hitting the snooze button, began his sales career at 19 selling Kirby vacuums door-to-door. With 25 years in Fortune 500 and smaller companies, he also earned a BA in Bible and Theology. In 2017, he opened a BoxDrop location, combining his marketplace and ministry experiences. By 2019, Bill achieved Rugged 600, focusing on mattresses and sofas. Joining the coaching team in 2020, he expanded his business and moved to a larger location. In 2022, Bill hit Rugged 1 million, grateful for pursuing his dream without snoozing.

Phyllis, originally from the Midwest, moved frequently due to her father’s job, fueling her love for meeting new people. She earned a Bachelor’s degree in Education and later a Master’s degree, dedicating her career to teaching and coaching. As retirement approached, Phyllis and her husband, David, seized the opportunity to work for themselves by opening a BoxDrop location. Phyllis now serves as a coach, contributing to BoxDrop University and supporting new dealers. She cherishes the union of BoxDrop, teaching, and coaching alongside her husband.

Michael Stephens was raised in a family of craftsmen, learning masonry from his father and grandfather and spending over 30 years in construction. That foundation built a deep work ethic, consistency, and a no-quit mindset that still defines how he leads today.

Alongside building a career, Mike and his wife, Larissa, committed their lives to ministry and have pastored Cornerstone Church in Cuba, Missouri since 2014. His passion for helping people led him to further his education through ACBS Bible College, along with earning an associate degree in marriage counseling and becoming certified by the State of Missouri to teach anger management.

Raised around sales his dad did on the side with Kirby vacuums and World Book Encyclopedias, Mike developed a natural ability to connect with people and build trust—something that has carried through every season of his life.

Today, whether in ministry, coaching, or business, Mike’s mission is simple: serve people, stay consistent, and lead with integrity. Alongside their four children, he and Larissa remain deeply committed to their community and the lives they influence.

Jonathan Walter brings nearly three decades of experience in sales, management, and training from the automotive retail industry to his role as a Division Business Coach. After moving from Southern California to Colorado, and later to Spokane, WA, Jonathan, along with his wife, embarked on a new venture with BoxDrop. They successfully expanded their business, adding a second location in Post Falls, ID. Jonathan is passionate about mentoring others, leveraging his extensive experience to help fellow entrepreneurs and community members realize their potential and build lasting businesses.

With over 25 years of experience in the home furnishings industry, Kyle brings a broad array of segmented knowledge to RSS. He began his path as a store manager for Off Track Bedding and soon became the company’s district manager. He helped the company grow from 8 to 35 locations in Rhode Island and Massachusetts. From there, Kyle moved to retailer Ashley Furniture, where he was the sales manager for the HomeStore in Warwick RI. He took his successful experiences and opened his own specialty bedding store and was later hired by a bedding retail chain with over 60 locations as the VP of Operations. Kyle joined the RSS team to help the company develop a specialized BoxDrop franchise operation in Rhode Island. Over the past 7 years, Kyle’s leadership in franchise development has not only propelled RSS to its Inc 5000 ranking but, with his deep understanding of our model, he’s also emerged as an exceptional coach. 

Amy has been with BoxDrop since it became established in 2013. She is highly experienced in her position and skilled in the preparation of the financial statements, accounting and reporting. Amy and her team of Jill and Christina are committed to achieving a level of excellence that supports the entire BoxDrop Nation. When she isn’t auditing financial statements, managing monthly reports, or conducting analyses of the company, Amy enjoys spending time in her flower garden and being outdoors with her husband, John and their sons, Tyler and Jacob.

Jill Smith has been a valued member of the RSS team since April 2017, serving as a Senior Accounts Payable Specialist. In her role, she is responsible for processing vendor invoices on a daily basis and supports billing operations across multiple vendors. Her attention to detail and consistency play a key role in keeping the accounting department running smoothly.

Outside of work, Jill enjoys spending time with her family, including her husband, Erik, and her two daughters, Mara and Maddie. She is also a proud grandmother to Harper and Blair, who bring her endless joy.

Jill appreciates the family-oriented culture at RSS and values being part of a supportive team where people genuinely care about one another. She takes pride in contributing to an environment that makes RSS a great place to work.

Nick Atkinson joined BoxDrop in 2019 and has advanced from Dealer Support to his current role as Director of Customer Care and Claims. He oversees Claims and Dealer Support operations that support BoxDrop’s nationwide dealer network, managing vendor coordination, escalated customer resolutions, operational process improvement initiatives, & IT projects & development. Nick focuses on improving resolution efficiency, standardizing workflows, and strengthening service-level performance throughout the company.

Shawn Goodhue joined BoxDrop in 2018 and advanced through Dealer Support to his current role as Dealer Support Supervisor, reflecting a strong commitment to service and operational consistency. In this role, Shawn oversees Dealer Support operations, assisting BoxDrop dealers nationwide, managing vendor communications, and supporting the onboarding of new dealer locations. He is responsible for maintaining consistent service standards, resolving dealer needs efficiently, and fostering strong working relationships between dealers and vendors through a proactive and professional approach.

As Director of BoxDrop Freight, Mackenna leads freight operations and manages vendor and carrier partnerships to ensure shipments move efficiently and reliably. She focuses on optimizing truckload capacity while maintaining strong service and pricing standards. Her role blends strategy, relationship management, and day-to-day problem solving to keep operations running smoothly. Mackenna is passionate about building strong partnerships and empowering entrepreneurs to grow their businesses.

Preston Atkinson is a member of Retail Service Systems, where he manages logistics for several vendors. He coordinates daily communication with carriers, vendors, and dealers to organize truck pickups and deliveries. His role focuses on ensuring efficient scheduling while securing the best possible rates and timelines for dealers.

Daniele Peck joined BoxDrop in 2021 and has worked in dealer support, furniture support, and claims. Currently she works in dealer support and assists with updating the open order report, DRM’s, phone calls, and other miscellaneous tasks. She is also training under Gary Davis, learning how to create and update order forms and more. Daniele has a Bachelor’s in Rhetoric and Writing and is set to graduate from the Ohio State University in the fall of 2026 with her Master’s in Learning Technologies. 

Liz Goodhue joined BoxDrop in 2020 and her current role is working as a Dealer Support Representative. She works closely with our vendors to obtain order updates, tracking information, and shipment details, while also manually confirming Crown Mark orders to ensure they are processed and shipped accurately. She enjoys supporting our dealers and is always happy to help empower them by providing the information and assistance they need to succeed.

Jennifer Parker is a Marketing Coach at Retail Service Systems, where she helps dealers grow their businesses through strategic marketing, digital optimization, and proven sales-driving campaigns. With a background in corporate communications, retail marketing, and brand development, Jennifer specializes in turning traffic into customers and helping dealers maximize profitability.

Pam Wilson is a Marketing Specialist at Retail Service Systems, where she leads strategy, execution, and training across the franchise network. With a background as a Division I athlete and experience as a business owner, she brings a results-driven approach to marketing, helping drive growth through data, content, and innovation.