Welcome to the first edition of our industry insights newsletter, where we sit down with leaders shaping the future of retail, destinations, and customer experience. Each issue will bring you honest conversations, sharp perspectives, and practical ideas you can apply to your own work.
We are privileged to commence this series with insights from Linda Johansen-James. Linda, the CEO and Founder of International Retail Group (IRG) and Publisher of International Retail Magazine, is a recognized Top Retail Expert and global strategist with over 26 years of experience.
Her philosophy is simple: she helps shopping centers and brands create the meaningful, memorable experiences that drive long-term growth. Linda explains why the quality of your team’s service this holiday season is the single biggest predictor of your success for the entire year to come.
3 Key Takeaways for Retailers This Holiday Season
- Experience beats everything. Shoppers aren’t comparing you to the store next door — they’re comparing you to the best experience they’ve had anywhere. Deliver connection, consistency, and care, and you win.
- Your team is your brand. Trained, confident, empathetic associates turn stressful holiday moments into loyalty-building memories. Invest in them now, and it pays off all year.
- Bonding is the new branding. Products can be matched. Prices can be beaten. But emotional connection? That’s your competitive edge — and the most profitable one you have.
