Leading through change isn’t about reacting — it’s about flexing.
In this episode of Frontline Fridays, host Ron Thurston sits down with Detria Courtalis, VP of Retail at Pandora, to unpack what it really means to lead with adaptability, empathy, and self-awareness.
They talk about the three types of people in change, why “feedback is a gift” is one of the strongest leadership philosophies, and how staying true to your values helps you navigate whatever the business throws your way. Detria also shares lessons from 14 years at Pandora — from redefining customers as fans to building career paths that turn retail jobs into lifelong careers.
🎧 Leading Through Change — Season 2, Episode 3 is available now.
Watch on YouTube: https://www.youtube.com/playlist?list=PLrohqoj-V_gskdgonZVHPSVNYO0K2mtpO
Instagram:https://www.instagram.com/frontlinefridayspodcast/
Detria:https://www.linkedin.com/in/detria-courtalis-6590375/ |www.pandora.net
Ron:https://www.linkedin.com/in/ronthurston/
YOOBIC:https://yoobic.com |https://www.linkedin.com/company/yoobic/
Developing talent isn’t a program — it’s a practice.
In this episode of Frontline Fridays, host Ron Thurston sits down with Adam Lukoskie, Executive Director of the NRF Foundation, to talk about what leaders often miss when it comes to growing their teams.
They dig into why people development so often gets deprioritized, the simple questions every manager should be asking, and why real growth starts with everyday conversations, not big programs or strategy decks. Adam also shares how the NRF Foundation is helping build the next generation of retail talent through initiatives you can sign up for today.
Accountability isn’t a tough talk; it’s a system. In this kickoff to Season 2, host Ron Thurston sits down with leadership expert and bestselling author April Sabral to explore what accountability really looks like on the shop floor.
They discuss how to set clear expectations, check for understanding, and follow a nine-step framework that keeps progress visible without burning out. April also shares insights from her upcoming book Positive Accountability and a quick mindset reset exercise leaders can try right away.
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, and open career paths that keep teams engaged.
Curiosity isn’t just a trait of great leaders — it’s a tool that drives results.
Karrie Helm, Senior Director of Stores at EVEREVE, has built her store teams around what she calls “operationalizing curiosity” — turning questions into a daily practice that sparks innovation and growth.
In this episode, she shares how to make curiosity part of your playbook so your teams tackle problems creatively, adapt faster, and feel motivated to contribute new ideas you can put to work immediately.
Luxury retail and hospitality may have started in different lanes, but the future belongs to leaders who blend them into one seamless experience.
Nailah Ayeshia Nash, Director of Retail at The Ritz-Carlton Amelia Island, has spent nearly a decade proving that retail can elevate guest satisfaction and loyalty to new heights.
In this episode, she shares how to forge powerful brand partnerships, anticipate the needs of high - end clients, and deliver unforgettable retail experiences that keep guests coming back.
The pandemic blew up traditional quick serve restaurant training — and the smartest leaders didn’t rebuild the old model, they reinvented it.
Ashley Helkenn, Sr. Director of Training at Bonchon Korean Fried Chicken, has led that charge with fresh approaches shaped by her career at Dickey’s, Macaroni Grill, and Bahama Breeze.
In this episode, she unpacks what’s changed for good, the new skills frontline leaders need to thrive, and how to create training programs that are faster, stickier, and built for today’s quick serve restaurant realities.
Retail is high stress by design — constant change, nonstop customers, and pressure to perform. The result? Burnout and turnover.
Fil Farinaccio D’Urbano, Chief Leadership and Mindfulness Officer at Ardene, believes the missing piece is mindfulness. With 40+ years in HR at brands like L Brands and Groupe Dynamite, Fil has woven mindfulness into Ardene’s culture with game-changing results.
In this episode, you’ll get practical practices to lower stress, improve performance, and strengthen how your teams show up every day.
Great retail design doesn’t just look good — it works.
Brandon Lee, Creative Director and Owner of Brandon Lee Designs, has spent 20 years proving that creativity without operations won’t deliver results. From shaping the visual identities of Ralph Lauren, Bonobos, and Gap to pioneering new approaches in cannabis and furniture, Brandon blends artistry with execution.
In this episode, he shares practical strategies to merge vision with efficiency, stay ahead of trends, and create store experiences that captivate and convert.
Customer loyalty isn’t built on quick sales — it’s earned through real connection.
Few know this better than Lance Orso, General Manager of Dallas Harley-Davidson and a third-generation rider who’s turned relationship selling into a repeatable process.
In this episode, Lance shares how to teach teams to build bonds that outlast transactions, balance freedom with professionalism, and create in-store experiences that keep customers — and employees — coming back for more. Practical, no-BS advice for retail leaders who want loyalty that lasts.
Climbing the retail career ladder can feel like a maze — but most coaches won’t give you the map.
Kate Sargent, founder of KJS Career Coaching & Consulting and former People leader at Allbirds, The Citizenry, Method, and The North Face, cuts through the noise with blunt, actionable advice.
In this episode, she unpacks how to make smart career moves, position yourself for recognition, and future-proof your skills — whether you’re leading a store team or eyeing the executive suite.
Sometimes the smallest shifts in how you lead make the biggest difference on the sales floor.
At Blu Dot, VP of Retail Jennifer Steichen and Regional Manager Jo Cox have learned how to turn subtle, intentional changes into outsized results for their teams and customers.
In this episode, they share practical ways to embed brand values in daily operations, empower store teams with an entrepreneurial mindset, and create a culture where frontline leaders can thrive.
Sherrica Hill, Director of Solutions Design & Delivery at Jobs for the Future (JFF), has spent two decades proving that potential — not credentials — creates stronger, more innovative teams.
From her early frontline roles to spearheading Gap Inc.’s This Way ONward program, Sherrica has built a career around rethinking hiring practices.
In this episode of FRONTLINE FRIDAYS, she shares practical strategies for building inclusive talent pipelines, empowering underrepresented voices, and creating retail workplaces where every employee can thrive.
Every retail leader faces the same challenge: how to test new ideas without disrupting the business.
Pilot projects are the answer. Michael A. Saldaña, Senior Retail Operations Manager at UNTUCKit, has built a career turning pilots into scalable wins.
In this episode of FRONTLINE FRIDAYS, he breaks down UNTUCKit’s approach to running flawless pilots — from choosing the right locations to engaging employees for feedback and measuring KPIs that signal when it’s time to scale. Real-world insights retail leaders can put to work immediately.
In retail, moving fast is the norm — so when your career feels stuck, it can feel like failure. But what if “stuck” is the pause you need to catapult to the next level?
Brian Librach, author of "The Retail Leader’s Roadmap," and former VP of Stores at Urban Outfitters, has lived it. Starting his career at 21 and becoming a VP by 38, Brian has seen both the plateaus and the breakthroughs.
In this episode of FRONTLINE FRIDAYS, he shares how to spot the signs of stagnation, apply Brian’s "5 Principles of Performance," and build the learning agility every leader needs to keep growing.
If you had a great mentor in your retail career, you know how rare and powerful that relationship can be. The problem? Most rising leaders can’t find one. Laura Ravo is here to change that.
A retail expert with 30 years of executive store and operations experience, Laura has led high-performing teams at Macy’s, Victoria’s Secret, Oakley, The Body Shop, and Strand Bookstore, and most recently served as COO of Jane.com.
Named one of the Top Women in Retail in 2021, she’s now an executive coach, speaker, and author of "The Power of Grit and Grace." In this episode of FRONTLINE FRIDAYS, Laura outlines how to close the mentorship gap, the qualities that make mentors truly effective, and how leaders can step up to leave a legacy.
Retail’s future depends on leaders who can inspire and equip the next generation of frontline talent.
Kelly Anderson, Retail Director at Swiss luxury fashion house Akris, has spent 20 years in leadership roles at Moncler, Louis Vuitton, Kenneth Cole, and Aldo — building inclusive, high-performing teams across generations.
In this episode, she shares how to nurture young talent so they stay and grow, ways to engage Gen Z with meaningful work, and practical techniques for creating store cultures that feel both inclusive and high-performing.
Traditional leadership tells us to lead with strength and certainty — but what if showing vulnerability is actually the bigger power move?
Payton McFaden, Director of Global Sales Operations at Peloton, knows firsthand. She started on the retail frontlines and spent years trying — and failing seven times — to move into a corporate role before finally breaking through. Instead of hiding that story, she shares it openly with her teams as proof that growth isn’t always linear.
In this episode, Payton shares how vulnerability builds trust, strengthens culture, and drives results. You’ll hear real-world examples from her journey and simple ways to bring more openness into your own leadership style.
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
Every leader wants to be authentic — but what does that really look like on the sales floor?
In this episode, Ron Thurston sits down with GameStop’s Senior Manager of Learning & Development, who has spent 18 years with the company building high-performing teams and proving that unconventional career paths can spark real leadership growth.
Together, they unpack what it means to develop an authentic leadership style, how to build trust across teams, and why continuous learning is essential to leading with confidence and clarity in retail today.
