Frontline Fridays with Ron Thurston (YOOBIC)

It’s no secret that retail employees who feel a sense of belonging and community in their store team are more likely to be engaged in their work. (Gallup)

Also no secret: This is a daunting task for frontline leaders. 😵‍💫 One often hindered by high turnover rates, diverse and part-time workforces, competitive environments, and limited resources for engagement.

🔐 But some leaders, like District Director Paula Angelucci (Adore Me, Victoria’s Secret, Macy’s), are cracking the code — honing their mindset and leadership approach to build tight-knit store teams that care about their work and each other.

🎙️ In Episode 02 of Frontline Fridays, retail expert Ron Thurston sits down with Paula to discuss what it takes to build a true sense of community among your store teams.

They'll dig into:

🧠 Leader’s mindset for inspiring a fantastic, inclusive store team community

🗣️ How to encourage and model open and honest communication

❤️‍🔥 Culture initiatives that can keep your frontline employees motivated

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 Episode 18 of the FRONTLINE FRIDAYS podcast, Ron Thurston explores the potential — and reality — of mindfulness training with guest Fil Farinaccio 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. ❤️‍🔥

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

Visual merchandising leaders are used to keeping their finger on the pulse of trends. But when today’s customer enters a store, they want more than inspiration and exciting trends. They want to feel seen. 👁️ In 2024 and beyond, the store experience is one where customers feel uniquely represented and valued. 💟 With that, Visual Merchandising leaders are now becoming unofficial keepers of culture. But not just for customers. Because the next generation of store employees expects an internal company culture that is highly inclusive, too. 💟 And brand Experience Executive Adimika Jaia Owens says Visual Merchandising professionals are uniquely poised to help guide both. 🚀

🎙️ In Episode 03 of FRONTLINE FRIDAYS, Ron Thurston sits down with Adimika to discuss Visual Merchandising leaders as the new keepers of company culture. They'll dig into: ▪️ Best practices for ensuring visual merchandising contributes to a cohesive customer journey rather than aesthetics and product placement ▪️ How to ensure customer representation is reflected in your visual merchandising strategies ▪️ Fostering an employee experience that encourages frontline workers to grow and thrive as their authentic self ▪️ Finding spaces, brands, and leaders that resonate with your own values

In Episode 04 of FRONTLINE FRIDAYS, guest Matthew Goodfriend, Senior Manager of Learning & Development at GameStop, will share his tried and tested strategies. 🔬
With a career that began by chance and flourished into a series of remarkable achievements, Matthew's 18-year journey with GameStop is a testament to adaptability, dedication, and the power of embracing unconventional paths. 🧭
Ron and Matthew will explore:
◾️ The intricacies of developing an authentic leadership style
◾️ How diverse experiences and a commitment to continuous learning factor into the equation
◾️ Strategies for fostering mutual understanding and trust in your teams
This episode is a must for aspiring and current retail leaders, frontline managers, and anyone passionate about understanding the keys to authentic leadership and career growth in retail, restaurants, and hospitality.

If you’re a retail leader who thrived under the guidance of a great career mentor, consider yourself lucky. Today’s ambitious industry professionals really want a mentor, but can’t seem to find one. 🔎🍀 In a recent survey of 3,000 professionals 🗣️ 76% said they think "people with mentors are happier at their current jobs than those without." But only 37% said they have one. 🪜 Are you that game-changing career mentor someone is missing? Retail veteran, executive coach, and author Laura Ravo says the act of mentorship isn’t just a role to play, it’s a legacy to leave. And it’s time for more retail and hospitality leaders to step up. ❤️‍🔥 In Episode 08 of FRONTLINE FRIDAYS, host Ron Thurston and Laura Ravo will unpack what it takes to be an effective career mentor for ambitious retail professionals. They’ll dig into: ▪️ The growing gap in mentor-mentee relationships ▪️ What’s stopping some leaders from stepping up ▪️ Qualities of a great mentor and how to cultivate them ▪️ What to do if you’re still looking for your own mentor

The "future store?" It's already here. As new tech emerges and consumer behaviors evolve, the call for new systems and strategies in retail ops has never been louder. 🗣️ Store pilot projects, the experimental heartbeat of retail innovation, are more crucial than ever. 🔬 They enable retailers to navigate through the complexities of change, ensuring that adaptation is not just reactive but proactive and strategic. 🎙️ In this episode of FRONTLINE FRIDAYS, Ron Thurston turns the spotlight on the art and science of piloting new store initiatives. Join Ron as he dives deep with special guest Michael A. Saldaña, Senior Retail Operations Manager at UNTUCKit, whose journey from store manager to operations maestro has been marked by innovation and a passion for people. They'll explore the intricacies of launching successful pilot projects, from the drawing board to real-world application, including: ▪️ Selecting the right locations and formats ▪️ Engaging employees and leveraging their feedback for project refinement ▪️ KPIs that guide project evaluation and the decision-making process for scaling successes Whether you're a seasoned retail leader or an aspiring manager, this episode promises valuable insights into executing flawless pilot projects that pave the way for operational excellence. 🎯

What if a single store visit could be your stepping stone to a big promotion? This isn't a hypothetical for some retail leaders, it's their resume. 🚀 Yolanda Vega, Director of Stores (Southeast & Central US) at Zadig&Voltaire, was once promoted after a remarkable store visit. Fun fact: So was Ron Thurston. With over two decades of retail leadership at brands like Gap, J.Crew, and Ralph Lauren, Yolanda's carved out a reputation for transforming store environments into stories of strategic vision and success. 🛍️ 🎯 Now, she's teaching her store leaders at Zadig&Voltaire to do the same. 🍎 In this episode of FRONTLINE FRIDAYS, Yolanda and Ron dissect strategies and preparation techniques that ensure store leaders not only perform exceptionally during these visits — but also how directors can coach their teams to take ownership of their roles and become champions of their own stories. They'll dig into: ▪️Common mistakes store managers make during store visits ▪️Key elements to captivate the attention of visiting executives ▪️Balancing the showcase of real challenges with maintaining a positive store image ▪️Insights into fostering a culture of success and leadership among store managers

It can be tough for retail leaders to stick to their brand's core values. They're up against a lot — economic pressures, supply chain issues (Thanks, covid!!!), rapid tech advancements, changing consumer expectations, labor shortages, and the growing demand for sustainability and ethical practices. Even still, for modern home furnishings retailer Blu Dot, brand values are the driving force behind their success. And sometimes, it's the small, intentional changes that make the biggest impact. 🔵 🪄 🎙️ This Friday, June 7, join us for Episode 14 of FRONTLINE FRIDAYS as we dive deep into the nuanced art of retail transformation with Blu Dot's Jo Cox (Regional Manager of Retail) and Jennifer Steichen (VP of Retail). Jo, Jennifer, and Host Ron Thurston will dig into: ▪️ The story behind Blu Dot’s core values and why authenticity matters ▪️ Measuring the impact of core values on business performance and culture ▪️ Practical ways frontline leaders can become better brand ambassadors ▪️ Fostering a welcoming and inclusive environment in stores ▪️ Strategies for cultivating an entrepreneurial mindset within teams

Luxury retail and hospitality may have started in different lanes — retail focusing on high-end products and hospitality on exceptional service — 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 Ayeshia Nash, Director of Retail at The Ritz-Carlton, Amelia Island, saw this exciting potential nearly a decade ago, but back then 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 Episode 20 of FRONTLINE FRIDAYS, Nailah joins Ron Thurston to reflect on her learnings, and discuss how this trend is shaping the future of hospitality.

They'll 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 strategy today

Curiosity isn’t just a leadership buzzword — it’s a 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 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 will join 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. 🚀

Karrie and Ron will 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

Why does making strategic career moves in retail sometimes feel like navigating a labyrinth? 👩🏻‍🎤 Because... it is one? (Yeah, we said it.) ⚡️ If you're seeking blunt truths and actionable strategies about advancing your career, this episode of FRONTLINE FRIDAYS is a must-listen. Our guest Kate Sargent, founder of KJS Career Coaching & Consulting, brings over 20 years of leadership in People Operations, Organizational Development, and Talent Acquisition from top brands like The Citizenry, Allbirds, Method, and The North Face. ❤️‍🔥 Known for her straightforward empathetic approach, Kate delivers the honest, actionable guidance that most career coaches can't offer you (because they aren't deep experts in your industry). Here, she'll offer candid, informed advice on self-PR, job switching, performance improvement, and staying marketable.💡 Join host Ron Thurston and Kate as they dig into: ▪️ Approaching career progression strategically, whether in-store or corporate ▪️ Key considerations for staying in a big company vs moving to a smaller brand ▪️ Positioning yourself for recognition ▪️ Benefits of career coaching at different career stages, from entry-level to executive

Visual merchandisers know every visual element in stores must not only captivate customers but also drive sales. ⚖
Brandon Lee, a 20-year VM leader and the visionary Creative Director & Owner of Brandon Lee Designs, knows one thing: "In retail, there’s no creativity without the ops behind it." 💯
So how do you effectively merge creativity with operational excellence in retail design? ☯️
From guiding the visual identities of iconic brands like Ralph Lauren, Bonobos, and Gap, to pioneering visual merchandising solutions in the cannabis and furniture industries, Brandon has done it all.
In this episode of FRONTLINE FRIDAYS, Brandon will share his guiding principles for creating immersive retail environments that aren't only visually stunning but also commercially successful. 🎨💰
Tune in as host Ron Thurston and Brandon explore:
▪️ Why being business-savvy is as important as creativity
▪️ Strategies for integrating creative vision with operational efficiency
▪️ How the role of visual merchandising is evolving and staying ahead of the curve
Don’t miss this opportunity to gain practical, actionable advice from one of visual merchandising's most innovative minds.

Empowering retail teams with purpose takes more than good intentions. 😌

Chris Freeman, SVP Store Operations at Michaels, says brand values must come with "batteries included." Not just stated, but actively demonstrated. ➡️ 🎯

For Chris, that means approaching opportunities and obstacles from a servant mindset. With over 30 years in retail, from asset protection to custom framing manufacturing, Chris has a knack for solving complex operational challenges while fostering a culture where all team members can be connected to the company's purpose. ❤️‍🔥

At Michaels, he spearheaded “Makers Like Me,” an initiative supporting team members with special abilities, and he advocates for workforce models that offer store employees meaningful career paths.

In this episode of FRONTLINE FRIDAYS, Chris will join Ron Thurston to share lessons from his unique, purpose-driven path.

They'll dig into:

▪️ Practical ways to pass on servant leadership principles to your frontline teams ▪️ Strategies to ensure your team not only hears but lives your brand's core values ▪️ How to help your staff find real purpose in their work, boosting engagement and reducing turnover ▪️ Insights on shifting workforce models to open up career paths and strengthen team commitment

Retail's bright future is being shaped by leaders who not only foresee changes on the horizon 🔮 but actively prepare their frontline teams to navigate these shifts with confidence, creativity, and a sense of shared purpose. ❤️‍🔥 Kelly Anderson, Retail Director at Swiss luxury fashion house Akris, sees this as her calling. (Practicing law was the original plan; which, interestingly, helped her arrive at this understanding.) Kelly's 20-year career in a variety of store leadership roles with prestigious brands like Moncler, Louis Vuitton, Kenneth Cole, and Aldo, has equipped her with a unique vantage point on the intricacies of inspiring authenticity and inclusivity in multi-generational frontline teams. 🎙️ In Episode 07 of FRONTLINE FRIDAYS, Ron Thurston and Kelly Anderson will delve into the heart of what it means to inspire and lead the next wave of frontline talent. 🚀 They'll dig into: ▪️ Mentoring and developing frontline talent to meet the future's challenges ▪️ Practical strategies for nurturing frontline talent to engage new generations in meaningful and impactful ways ▪️ Kelly's leadership mantra for cultivating authenticity and inclusivity within the exclusive world of retail Tune in to get inspired, challenged, and equipped to lead your frontline teams into a future where they thrive. 🎯

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 Episode 19 of FRONTLINE FRIDAYS, 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

Can a retailer truly understand its diverse customer bases without embedding diversity, equity, and inclusion (DEI) principles into its core business strategies? 🌐 ❤️‍🔥

The research offers an emphatic "NO." — Companies that embrace diverse leadership aren't just more profitable — they're 33% more likely to outperform their peers in key metrics of success. (McKinsey, 2015, 2018, 2020, 2023)

While many retail orgs have committed to DEI as part of their customer strategy, just a few have succeeded in creating fully inclusive work environments.

Some retails leaders are making big moves to improve that.

🎙️ In this episode of FRONTLINE FRIDAYS, host Ron Thurston welcomes Michelle Emery, former Vice President of DEI - Colleague & Customer at Macy's, to share her insights on implementing effective DEI strategies in retail organizations.

Michelle brings over 30 years of retail experience, where she has led DEI initiatives that boost both employee welfare and customer satisfaction.

By embedding inclusivity throughout the organization, her approach not only nurtures diverse teams but also propels business success.

In this candid discussion, Michelle and Ron will delve into:

▪️ Strategies to overcome common barriers and misconceptions that hinder DEI efforts in retail orgs

▪️ Practical approaches to integrating DEI into hiring processes and customer interactions

▪️ The roles of mentorship and allyship in building a business culture where every employee feels valued

Michelle’s approach to DEI isn't just about compliance; it's about leveraging diversity as a key driver of innovation and operational excellence in retail.

In an industry that moves fast, feeling stuck can seem like the ultimate setback. But what if being "stuck" is just the pause you need to catapult your retail career to new heights?

In Episode 9 of FRONTLINE FRIDAYS, we'll explore the process of turning career stagnation into a launchpad for growth.

Our guest, Brian Librach, author of the brand new book "The Retail Leader’s Roadmap," has navigated the peaks and valleys of a dynamic career in retail management.

Starting his journey at 21 and scaling the heights to become the VP of Stores for Urban Outfitters by 38, Brian knows a thing or two about growth, resilience, and the courage to move forward when you find yourself stuck. ❤️‍

In this revealing episode, host Ron Thurston and Brian Librach will dig into:

▪️ What it means to be "stuck" and how to recognize the signs in your own career journey

▪️ Brian’s “5 Principles of Performance” and how to integrate them into your daily workflow

▪️ Developing "high learning agility" and why it's a non-negotiable trait

Whether you're feeling stuck or simply looking for ways to proactively steer your career, this episode is a must-listen.

Asset protection in retail isn't just about loss prevention — it's about leadership, strategy, and shaping the frontline experience. 🔗
In the dynamic world of retail, how do leaders navigate the complexities of asset protection while maintaining profitability and integrity? 🛍️ 💯
In Episode 05 of FRONTLINE FRIDAYS, guest Khris Hamlin, Vice President of Asset Protection at Retail Industry Leaders Association (RILA), will unpack the nuances of Asset Protection’s role in frontline leadership — and debunk some persisting myths along the way.
Host Ron Thurston and Khris will explore:
◾️ What retail leaders can do better in asset protection, and how frontline employees should engage with and contribute to asset protection strategies
◾️ Cultivating frontline team relationships and changing perceptions in asset protection
◾️ The multifaceted impact of Retail Industry Leaders Associations support for retailers, spanning government policy to DEI initiatives, and how these influence frontline operations

Frontline employees in retail and hospitality want more than just more money. Employee satisfaction surveys reveal another common refrain: Feeling stagnant in their role.
With so many frontliners in a haze about their career trajectory, how can directors and managers help steer more of them towards clarity and growth?
Ron Thurston sits down with Director of Training & Communications Sam Rubino (Pollo Tropical, Bolay Fresh Kitchen, Ritz-Carlton) to discuss what it takes to create exciting career paths for frontline workers.
They'll dig into:
- Debunking the misconceptions about frontline careers
- Taking the pulse of the folks in your frontline
- Tactics for building and supporting frontline career aspirations

Unlocking a future of innovation lies in recognizing and nurturing untapped talent. That's important in any industry. In retail — it’s everything. 💯 Our next episode of FRONTLINE FRIDAYS zeroes in on a transformative approach to retail hiring — one that values potential over credentials, and opens doors to a more diverse and dynamic workforce. 🌐 Join Ron Thurston live from LinkedIn in NYC, with special guest Sherrica Hill, Director, Solutions Design & Delivery at Jobs for the Future (JFF) — as they dive into the heart and strategy of equitable talent practices. Sherrica, a luminary in the field of talent development, brings over 2 decades of retail and program management experience to the discussion. From her early days on the retail frontline to spearheading Gap Inc.’s "This Way ONward" program, Sherrica’s journey is a testament to the power of seeing beyond a resume.❤️‍🔥 This episode explores: ▪️ The future of frontline work, the challenges ahead, and how retail employers can create environments where every talent thrives ▪️ Sherrica’s transformative work in fostering inclusive growth opportunities and her philosophy of hiring for potential, not credentials ▪️ How JFF is bridging the gap between education, workforce needs, and the underrepresented voices in the retail sector Expect a candid discussion with real-world advice, career stories, and practical strategies for empowering the underrepresented, and redefining success in retail hiring. 🚀

In an world where the traditional norms of leadership emphasize strength and assertiveness, the concept of vulnerability in management seems radical. In Episode 06 of FRONTLINE FRIDAYS we're unraveling the intricacies and benefits of embracing vulnerability in leadership — a topic that is increasingly relevant in today's dynamic retail industry. Payton McFaden, Director of Global Sales Operations at Peloton, joins us to discuss why showing your human side is a strategic win in the leadership game. With a background in retail sales management across various companies, Payton's passion for operational strategy and culture development was honored in 2019 with Peloton's "Think and Act Like an Owner" award. She was also one of the first people at Peloton to move from Peloton's retail frontlines to a pivotal corporate role. This accomplishment was an inspiration to her retail colleagues, but the journey was neither inevitable nor elegant. In fact, it took Payton 7 attempts to make the transition. And she thinks it's important that everyone — especially her store teams — knows it. Get ready for an intimate conversation, as Payton shares firsthand experiences in building trust and confidence through vulnerable leadership. Payton and host Ron Thurston will dig into: ▪️ How vulnerability can revolutionize management and team dynamics ▪️ Real-world examples of how vulnerability has shaped her approach and driven her team’s success ▪️ Simple ways to start weaving vulnerability into your own leadership style

Creating lifelong customer relationships in retail isn't about the quick sale; it's about forging genuine connections. Harley-Davidson's reputation for community and loyalty sets the gold standard. 🏍️❤️‍🔥

But Lance Orso, General Manager of Dallas Harley-Davidson, exemplifies these values through his own authentic style of relationship selling.

And he's teaching his staff how to do the same.

As a 3rd generation Harley-Davidson rider and competitive motocross racer, Lance lives and breathes the lifestyle — but it's his insatiable thirst for knowledge and a propensity for meaningful connection that has propelled him to the top of his field.

🎙️ In this episode of FRONTLINE FRIDAYS, host Ron Thurston and Lance Orso will discuss the processes (it's a legit process!) behind building unbreakable customer relationships.

❤️‍🔥They'll dig into:

▪️ Lance’s philosophy of building genuine connections that go beyond the sale

▪️ Practical techniques for creating lasting customer connections and unique in-store experiences

▪️ Insights into balancing team freedom with professionalism and fostering a culture that thrives on diversityThis is real-world advice for retail leaders looking to enhance their customer relationships and team dynamics.