Archives: Podcasts

SHOW NOTES

Safety and performance aren’t opposites — they’re inseparable.

The final touchpoint in any brand isn’t a billboard or a website — it’s a person.

In this episode of FRONTLINE FRIDAYS, host Ron Thurston sits down with Ian Scott, retail consultant and founder of Ian Scott Retail, to unpack why store associates are the true “last mile” of marketing — and how the best brands turn everyday interactions into brand-defining moments.

After decades leading innovation tours and working with brands like LEGO, Coca-Cola, and L’Oréal, Ian has seen one thing hold true across every market: people make the difference. From Tokyo to New York, the stores that win are the ones where teams believe in what they’re selling — and are trusted to bring the brand to life.

Together, Ron and Ian explore what great service looks like across cultures, why “AI should enhance retail, not replace it,” and how investing in your people is the smartest marketing move you can make.

If you’ve ever wondered what really happens in the “last marketing mile,” this one’s for you.

What you’ll learn in this episode:

• (03:52) Why Ian fell in love with the “sharp end” of retail
• (06:37) What unites great stores around the world — and what sets them apart
• (09:42) Why innovation moves faster in Asia
• (13:32) How honest voices can re-inspire pride in retail
• (17:39) Why retail is 90% common sense — and what that really means
• (22:07) Why store associates are “the living, breathing embodiment of the brand”
• (24:09) How Lush empowers teams to act like owners
• (28:27) What “revenge shopping” taught us about human connection
• (32:12) Why the best stores are “wonderfully analog”
• (34:18) How belief and trust turn employees into brand storytellers
• (40:28) Ian’s one piece of advice for retail leaders — and it’s pure common sense

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GUEST BIO

Ian is an independent retail consultant with a passion for physical retail. He travels the world visiting stores and sharing his insights. He curates and hosts Retail Safaris as well as delivering Key Note speeches and presenting Retail Trends and Insights.

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ABOUT FRONTLINE FRIDAYS

Your store teams feel it: more pressure, more change, less time to get it right. FRONTLINE FRIDAYS helps you turn that pressure into impact.

Built for senior retail + hospitality field leaders, each episode features candid conversations with execs from iconic brands, sharing tactics you can use today.

HOSTED BY RON THURSTON. Ron is a global retail leadership expert and two-time bestselling author of RETAIL PRIDE (2020) and HUMAN PRIDE (2025).

SHOW NOTES

Safety and performance aren’t opposites — they’re inseparable.

In this episode of FRONTLINE FRIDAYS, host Ron Thurston sits down with Dean Correia, Founder of Correia Security Resources, to unpack what it really takes to keep stores safe without slowing teams down.

After more than 30 years leading security operations for brands like Walmart, Starbucks, and Gap, Dean has seen firsthand that the safest place to work is the best place to work. From embedding safety into daily huddles to turning critical incidents into leadership opportunities, he shares how great managers protect their people, and their profits, through consistency, care, and communication.

Together, Ron and Dean explore how safety culture builds trust, why shrink is now a boardroom topic, and how every frontline leader can create accountability without fear.

If you’ve ever wondered how to make safety part of your store’s rhythm — not just a policy on paper — this one’s for you.

What you’ll learn in this episode:

• (02:11) Why “the safest place to work is the best place to work”
• (03:32) The leadership lessons Dean learned from crisis and loss
• (06:35) Why you should lead with humanity, not hierarchy
• (07:35) How to address rising incivility and organized crime in retail
• (11:00) The one policy Dean says every brand should have
• (13:50) Why safety is about trust — not just shrink
• (16:14) How engagement and security fuel better store performance
• (17:54) What Walmart and others are doing to invest in safety
• (20:26) A simple framework for incident reporting that actually works
• (24:11) How shrink impacts pay, hours, and customer experience
• (28:18) Why every leader should “serve the store” — not just run it
• (33:05) How to embed safety into your store culture, every day

BONUS CONTENT

• People and Asset Protection One Pager
• Simple Steps to Keep Your Teams Safe
• Dean Correia’s No Heroes Policy

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GUEST BIO

Having experienced multiple workplace deaths and murders, Dean Correia’s mission is to help make workplaces & communities safer. He is a security risk consultant based in Toronto providing risk management solutions based on research and proven practices learned and implemented during his 30+ years as a security practitioner.

Some of his career highlights include leading Walmart Canada’s security event planning for the 2010 Vancouver Olympics and the G8/G20 summit. At Starbucks Coffee, he played a key role in the creation, development, and implementation of auditing and investigative programs that delivered millions of dollars to the bottom line.

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ABOUT FRONTLINE FRIDAYS

Your store teams feel it: more pressure, more change, less time to get it right. FRONTLINE FRIDAYS helps you turn that pressure into impact.

Built for senior retail + hospitality field leaders, each episode features candid conversations with execs from iconic brands, sharing tactics you can use today.

HOSTED BY RON THURSTON. Ron is a global retail leadership expert and two-time bestselling author of RETAIL PRIDE (2020) and HUMAN PRIDE (2025).

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SHOW NOTES

Purpose without action is just decoration.

Chris Freeman, SVP of Store Operations at Michaels, believes brand values need “batteries included” — lived daily, not laminated on a wall.

In this episode, he shares how a servant leadership mindset can transform store culture, reduce turnover, and build lasting commitment.

You’ll walk away with practical ways to:

• embed values on the sales floor
• model purpose through your own leadership
• open career paths that keep teams engaged

BONUS CONTENT

Want more from Michaels’ frontline playbook? Check out: How Michaels Sets the Standard for Peak Season Success.

 

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GUEST BIO

Chris Freeman, SVP Store Ops, Custom Framing & Artistree Manufacturing, Michaels

Chris Freeman is a dynamic retail executive with over 30 years of experience driving growth and innovation in the industry. He has held a wide variety of different leadership roles across various segments of retail, including Asset Protection, Loss Prevention, Safety, Food Safety, Store Operations, Custom Framing Manufacturing, and Wholesale Business to Business sales. With a passion for customer experience and a knack for building high-performing teams, Chris has consistently delivered results while fostering a culture of collaboration and excellence.

Beyond the boardroom, Chris is a devoted father who values family time and strives to instill strong work ethics and values in his 3 children. He also manages a thriving cattle ranch, where he embraces the challenges and rewards of agricultural life, instilling a love for nature and hard work in his family.

Balancing a successful career in retail with ranching and family life, Chris exemplifies the qualities of a true leader — vision, resilience, and a commitment to nurturing future generations of amazing leaders.

 

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ABOUT FRONTLINE FRIDAYS

Your store teams feel it: more pressure, more change, less time to get it right. FRONTLINE FRIDAYS helps you turn that pressure into impact.

Built for senior retail + hospitality field leaders, each episode features candid conversations with execs from iconic brands, sharing tactics you can use today.

HOSTED BY RON THURSTON. Ron is a global retail leadership expert and two-time bestselling author of RETAIL PRIDE (2020) and HUMAN PRIDE (2025).

SHOW NOTES

Curiosity isn’t just a leadership buzzword — it’s a legit strategy.

The most successful leaders know that curiosity is their greatest tool for navigating challenges and sparking innovation. But how do you go beyond simply encouraging questions to actually “operationalizing” curiosity within your store teams?

That’s exactly what Karrie Helm, Senior Director of Stores at EVEREVE, has mastered.

For Karrie, curiosity isn’t just about asking more questions — it’s about embedding a mindset of exploration, learning, and problem-solving into the very fabric of her store teams’ daily operations. 🔍✨

In this episode of FRONTLINE FRIDAYS, Karrie joins Ron Thurston to unpack how operationalizing curiosity can unlock potential, inspire growth, and drive tangible business results.

If you’re ready to learn how to make curiosity a competitive edge, this is the conversation you won’t want to miss.

They dig into:

• Karrie’s concept of “operationalizing curiosity” and how it drives innovation
• How to tackle problems creatively and collaboratively while adapting to change
• Ways to foster a culture where team members feel valued and motivated to contribute new ideas

 

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GUEST BIO

Karrie Helm, Senior Director of Stores, EVEREVE

With over 15 years of dynamic leadership experience, Karrie Helm is an innovative and results-driven leader known for excellence in operations management and strategic planning, all led through the lens of people first. As the Sr. Director of Stores at EVEREVE, Karrie Helm oversees 106 (and growing) stores.

Passionate about continuous learning and transformative leadership, Karrie thrives on empowering others to achieve beyond their expectations. She believes in the power of nurturing talent and fostering an environment where leaders can explore their potential and surpass what they once thought possible.

Karrie is dedicated to guiding teams through strategic growth and personal development, drawing on her own love for learning to inspire others. By championing innovative thinking and supporting emerging leaders with mentorship and tailored development programs, Karrie helps individuals and her organization reach new heights of success.

 

HOST BIO

Ron Thurston is the host of FRONTLINE FRIDAYS. 

Ron Thurston is the co-founder of OSSY, a full-service agency platform that connects retailers, candidates, and solution providers to create thriving retail careers and businesses.

With 30+ years leading retail stores and operations for America’s most prominent brands, like Gap, Saint Laurent, Apple, Bonobos, and INTERMIX, Ron has developed a deep expertise in retail strategy, management, and innovation.

Ron is the author of RETAIL PRIDE, an Amazon bestseller that inspires retail professionals to take pride in their accidental careers. He hosts the RETAIL IN AMERICA podcast and tour, sharing the untold retail success stories and the incredible people behind them.

Ron’s work has set him up as one of the most influential voices in retail and retail tech, and he serves on the Advisory Board of YOOBIC and several emerging retail technology platforms, including Ometria, Reflex, and Vendoor.

 

ABOUT FRONTLINE FRIDAYS

FRONTLINE FRIDAYS WITH RON THURSTON is a live podcast for frontline leaders and advocates in retail and hospitality.

Ron Thurston has a question for leaders out there who are inspiring excellence in their frontline teams: “What do you do differently?” In this candid discussion series, he’ll sit down with them to find out. Each episode of FRONTLINE FRIDAYS offers real-world strategy from retail and hospitality change makers on frontline leadership and personal career growth.

SHOW NOTES

Luxury retail and hospitality may have started in different lanes — but today, both industries have embraced the power of creating immersive, unforgettable experiences.

Now, they’re realizing that by teaming up, they can take guest satisfaction and loyalty to entirely new levels. 🌝

Nailah Nash, Director of Retail at The Ritz-Carlton, Amelia Island, saw this exciting potential nearly a decade ago, but it was a tough sell! Luxury retailers had long guarded their exclusivity, and convincing them to step into the hospitality space required serious relationship building.

Nailah didn’t just crack the code — she mastered it. Today, she curates unforgettable retail experiences for resort guests, blending high-end luxury with local culture. 🌍💎

In this episode of FRONTLINE FRIDAYS, Nailah joins Ron Thurston to reflect on her learnings, and discuss how this trend is shaping the future of hospitality.

They dig into:

• Her approach to building strong brand partnerships
• How to anticipate and exceed the needs of luxury clients with personalized interactions
• Her leadership journey — from Saks Fifth Avenue to J Crew — and how it shapes her approach to retail today

 

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GUEST BIO

Nailah Nash, Director of Retail, The Ritz-Carlton, Amelia Island

Nailah Ayeshia Nash is a distinguished retail executive, serving as Director of Retail at The Ritz-Carlton, Amelia Island. Since joining in 2015, she has elevated the resort’s retail offerings, creating a shopping experience that reflects both the luxury of The Ritz-Carlton and the charm of Amelia Island.

Nailah oversees a collection of boutique stores, curating exclusive items from top designers and local artisans. She has launched successful pop-up shops and seasonal collections, enhancing the guest experience with private shopping and bespoke services. Her innovative approach, blending luxury with local culture, has set new standards for retail within the hospitality industry.

Under her leadership, the retail division has become a key component of the guest experience, contributing significantly to the resort’s reputation as a premier destination. Nailah’s business acumen, trend foresight, and dedication to personalized service have distinguished her as a rising star in luxury retail.

In addition to her work at Amelia Island, Nailah mentors retail teams across The Ritz-Carlton globally. Her strategic vision and commitment to excellence have made her a respected leader, influencing luxury retail practices across the hospitality industry.

Nailah is on the board of directors for the Trinity Love Hoblit Foundation, a non-profit 501 (c)(3) that supports and funds neurological research, training, and treatment for brain aneurysms, strokes, and other cerebrovascular conditions. And she is a member of the advisory council for Gifting Brands, a non-profit offering a solution for brands to use their excess inventory to make an impact through sustainability & philanthropy.

 

HOST BIO

Ron Thurston is the host of FRONTLINE FRIDAYS. 

Ron Thurston is the co-founder of OSSY, a full-service agency platform that connects retailers, candidates, and solution providers to create thriving retail careers and businesses.

With 30+ years leading retail stores and operations for America’s most prominent brands, like Gap, Saint Laurent, Apple, Bonobos, and INTERMIX, Ron has developed a deep expertise in retail strategy, management, and innovation.

Ron is the author of RETAIL PRIDE, an Amazon bestseller that inspires retail professionals to take pride in their accidental careers. He hosts the RETAIL IN AMERICA podcast and tour, sharing the untold retail success stories and the incredible people behind them.

Ron’s work has set him up as one of the most influential voices in retail and retail tech, and he serves on the Advisory Board of YOOBIC and several emerging retail technology platforms, including Ometria, Reflex, and Vendoor.

 

ABOUT FRONTLINE FRIDAYS

FRONTLINE FRIDAYS WITH RON THURSTON is a live podcast for frontline leaders and advocates in retail and hospitality.

Ron Thurston has a question for leaders out there who are inspiring excellence in their frontline teams: “What do you do differently?” In this candid discussion series, he’ll sit down with them to find out. Each episode of FRONTLINE FRIDAYS offers real-world strategy from retail and hospitality change makers on frontline leadership and personal career growth.

SHOW NOTES

What pandemic-driven changes are here to stay in restaurant training?

COVID-19 was a wake-up call that exposed weaknesses in traditional methods, and for Ashley Helkenn, Sr. Director of Training at Bonchon Korean Fried Chicken, this shift has led to more resilient and adaptive training practices.

With experience at brands like Dickey’s Barbecue Pit, Macaroni Grill, and Bahama Breeze, Ashley is known for her innovative approach to transforming training.

And innovation is certainly on the menu as economic instability, labor shortages, and unpredictable customer behavior continue to challenge the restaurant industry.

In this episode of FRONTLINE FRIDAYS, host Ron Thurston and Ashley Helkenn will explore the radical shift in restaurant training culture and how to leverage it.

They’ll dig into:

• Ashley’s diverse career path and how it shaped her approach to restaurant training
• How the pandemic accelerated the need for faster, more effective training solutions and what that looks like today
• Key skills frontline leaders now need to excel in fast-casual and fast-food environments

Tune in for ideas on how to expand your training programs and elevate your team’s performance.

 

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GUEST BIO

Ashley Helkenn, Senior Director of Training, Bonchon Korean Fried Chicken

Ashley Helkenn spearheads training at Bonchon Korean Fried Chicken, covering frontline, franchise, and manager training programs, new restaurant openings, and career development. She has been pivotal in launching an online learning and task management system, boosting trust and engagement with franchise partners.

With a rich background in restaurant operations since the age of 15, Ashley’s hands-on experience is key to her success in supporting restaurant teams. Before Bonchon, she contributed to both regional and national brands such as Cotton Patch Cafe, Local Favorite Restaurant (formerly Firebird Restaurant Group), and Dickey’s Barbecue where she developed scalable systems and structures. Known for her project management and cross-functional leadership skills, Ashley excels in bridging language, literacy, and skills gaps to enhance team performance and achieve brand goals.

Ashley holds a Bachelor’s Degree in Business Management and two master’s degrees: an MBA and a Master of Science in Management and Leadership. She is also an active member of CHART, an association of hospitality trainers.

 

HOST BIO

Ron Thurston is the host of FRONTLINE FRIDAYS. 

Ron Thurston is the co-founder of OSSY, a full-service agency platform that connects retailers, candidates, and solution providers to create thriving retail careers and businesses.

With 30+ years leading retail stores and operations for America’s most prominent brands, like Gap, Saint Laurent, Apple, Bonobos, and INTERMIX, Ron has developed a deep expertise in retail strategy, management, and innovation.

Ron is the author of RETAIL PRIDE, an Amazon bestseller that inspires retail professionals to take pride in their accidental careers. He hosts the RETAIL IN AMERICA podcast and tour, sharing the untold retail success stories and the incredible people behind them.

Ron’s work has set him up as one of the most influential voices in retail and retail tech, and he serves on the Advisory Board of YOOBIC and several emerging retail technology platforms, including Ometria, Reflex, and Vendoor.

 

ABOUT FRONTLINE FRIDAYS

FRONTLINE FRIDAYS WITH RON THURSTON is a live podcast for frontline leaders and advocates in retail and hospitality.

Ron Thurston has a question for leaders out there who are inspiring excellence in their frontline teams: “What do you do differently?” In this candid discussion series, he’ll sit down with them to find out. Each episode of FRONTLINE FRIDAYS offers real-world strategy from retail and hospitality change makers on frontline leadership and personal career growth.

SHOW NOTES

Retail environments are often characterized by high stress, rapid changes, and constant customer interaction. These pressures can lead to burnout, high turnover, and diminished performance. What if a solution to these challenges lies in a practice as ancient as mindfulness?

In this episode of FRONTLINE FRIDAYS, Ron Thurston explores the potential — and reality — of mindfulness training with guest Fil D’Urbano, Chief Leadership and Mindfulness Officer at fashion retailer Ardene.

An HR trailblazer with over 40 years of experience, including pivotal roles at L Brands and Groupe Dynamite, Fil has integrated mindfulness and conscious leadership into the employee experience at Ardene.

And it’s transforming how Ardene’s retail leaders show up at work and support their teams.

Ron and Fil dive into:

• The journey and impact of introducing mindfulness at Ardene
• Addressing misconceptions about mindfulness in fast fashion
• Practical mindfulness practices that any retail team can implement

If you’re a retail leader looking to improve your team’s well-being and performance, this episode is a must-listen.

 

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GUEST BIO

Fil D’Urbano, Chief Leadership and Mindfulness Officer, Ardene

Fil D’Urbano is the Chief Leadership and Mindfulness Officer at Ardene, an international fashion apparel retailer. After over three decades as a senior HR executive for top-tier organizations, Fil is now focused on unlocking potential through mindfulness and conscious leadership.

As a compassionate leader, Fil has a remarkable reputation as a change agent, culture-builder, and innovative thinker across industries like telecommunications, aerospace, and retail. Her belief in mindfulness and conscious leadership has led to award-winning programs and culture shifts.

Fil’s mission is driven by a genuine passion to make a positive impact on people’s lives and help them unleash their full potential both at work and in the world. With mindfulness as the cornerstone, Fil’s approach reminds us all to look inward and build self-awareness to cultivate the conscious leadership approach we need to guide our teams through today’s ever-evolving landscape of work and societal pressures, rising uncertainty, and rapid change. By sharing her insights, wisdom, and leadership expertise, Fil is elevating what it means to show up at work, and help individuals lead with authenticity and compassion.

Today, Fil is bringing mindfulness and conscious leadership principles to workplaces across North America, helping businesses foster cultures where success is measured not only by financial results but also by their impact on people’s lives.

 

HOST BIO

Ron Thurston is the host of FRONTLINE FRIDAYS. 

Ron is the co-founder of OSSY, a full-service agency platform that connects retailers, candidates, and solution providers to create thriving retail careers and businesses.

With 30+ years leading retail stores and operations for America’s most prominent brands, like Gap, Saint Laurent, Apple, Bonobos, and INTERMIX, Ron has developed a deep expertise in retail strategy, management, and innovation.

Ron is the author of RETAIL PRIDE, an Amazon bestseller that inspires retail professionals to take pride in their accidental careers. He hosts the RETAIL IN AMERICA podcast and tour, sharing the untold retail success stories and the incredible people behind them.

Ron’s work has set him up as one of the most influential voices in retail and retail tech, and he serves on the Advisory Board of YOOBIC and several emerging retail technology platforms, including Ometria, Reflex, and Vendoor.

 

ABOUT FRONTLINE FRIDAYS

FRONTLINE FRIDAYS WITH RON THURSTON is a live podcast for frontline leaders and advocates in retail and hospitality.

Ron Thurston has a question for leaders out there who are inspiring excellence in their frontline teams: “What do you do differently?” In this candid discussion series, he’ll sit down with them to find out. Each episode of FRONTLINE FRIDAYS offers real-world strategy from retail and hospitality change makers on frontline leadership and personal career growth.