For this episode we had Melissa Moore with us, an award-winning retail consultant, trainer, lecturer, and the voice behind the Retail Tea Break podcast.
Melissa has over 25 years of hands-on experience working with national and international brands, guiding retail teams across different cultures, and teaching the next generation of retail leaders. She has been recognized as the top retail expert by Rethink Retail and named one of the top 100 global retail technology influencers for 2025.
Q: You’ve seen retail evolve dramatically over the past couple of decades, from traditional brick-and-mortar to today’s hybrid, connected, omni-everything environment. What’s been the biggest mindset shift you’ve seen globally?
A: I think, even looking at my own career, the change is clear. I started in physical retail, where the focus was on footfall—getting customers through the door—and on daily sales figures. That’s still important, because retail businesses ultimately need to make money, no matter where you are in the world.
But now, whether I’m in the classroom or working with strong retailers, I see a new priority: connecting emotionally with customers. Retailers want to understand their customers and meet them in ways that suit the customer, not just the retailer. This drives a focus on lifetime value—the golden nugget right now. Retailers want you to keep coming back, to stay loyal, and to choose them over the competition. Loyalty means you’ll spend more, visit more often, and recommend them to friends, family, and colleagues. Retailers who master this will be successful for decades to come.
Q: You work internationally helping retail teams deliver standout service. What are some universal customer expectations that cut across markets? And where do cultural differences still shape the experience?
A: Even in the last year, I’ve traveled a lot—India, Marrakesh, Paris, New York, London, and later this year, Istanbul. Across all these markets, the core remains the same: shoppers want to be seen, heard, and understood, no matter what they’re buying. They want staff to notice them and take an interest.
The difference lies in how that interest is expressed, which can vary by culture. Product categories, payment methods, and shopping habits are also changing worldwide. Cultural nuances matter, and retailers succeed when they truly understand the local market.
Global brands we all know and love perform best when they adapt to local expectations—localizing services, products, and offerings. That speaks volumes to customers and makes them feel valued.
Retailers also need to meet customers where they are—whether that’s in physical stores, online, or emerging spaces like TikTok Shop. On top of that, customers may be seeking sustainability, trustworthiness, or the reassurance of a long-standing brand.
Delivering standout service in today’s world comes down to one thing: if you understand your customer, you can tailor the service to exactly what they need.
Q: Your podcast, The Retail Tea Break, it’s become a go-to for retail professionals. What inspired you to create that platform, and what kinds of global insights or myths have you been surprised to uncover?
A: Honestly, I’m still amazed that people listen, because I never started it as a business—it’s not my full-time job. As you mentioned in your introduction, I have over 25 years in the industry. Like many people, I started on the shop floor with a part-time job in school, kept it through university, and even while doing my master’s.
I’m curious by nature, and retail is such a fascinating, fast-changing industry. We’ve had to adapt constantly—whether it’s the impact of mobile technology, the rise of Apple, or the shifts brought on by COVID. When I launched the podcast in 2021, it was simply to have conversations beyond my immediate network in the west of Ireland, reaching further across the globe.
I also wanted to be honest: there’s so much about retail I don’t know. I’ve worked my way up, and I train a lot of teams, but areas like omnichannel, e-commerce, and retail tech are vast. The podcast gave me a chance to speak directly to experts and learn from them.
The response has been incredible. Feedback and conversations from listeners worldwide show it’s working—we’re sharing insights, sparking ideas, and prompting people to think about the conversations they should be having in their own businesses. That’s vital, because if retail stands still, it dies. We’re seeing too many examples right now of retailers who aren’t innovating, who aren’t listening to their customers, and as a result, aren’t making money.
One positive surprise has been the openness of guests to discuss both the good and the bad. That honesty reassures listeners they’re not alone—something we often shy away from in business.
As for myths, the biggest I’ve busted is that you don’t have to be in a major city or have billions of dollars to innovate. If you listen to your customers and are willing to try new things, you can succeed anywhere—whether in a bustling city or a small village. That’s what keeps customers coming back, and that’s when retail wins.
Q: You also train retail teams around the world. From what you’ve seen, what are the key elements that consistently drive great customer experiences, no matter the country?
A: That’s a brilliant question. Even this week, I was working with one of our biggest retailers, training their team. What I’ve realized is that my opinion alone doesn’t matter—I design training specifically for each retailer.
For example, this week we focused on “customer centricity.” They didn’t call it customer service or customer experience; they wanted to frame it in their own terms. That’s fantastic because it’s meaningful for them and aligns with what they’re driving in their teams.
When training, I like to break things apart and put them back together so they make sense for the team. It’s a conversation, not me talking at people for hours. That approach mirrors what happens on the shop floor, in customer emails, and in day-to-day interactions.
For me, three key elements consistently drive great experiences worldwide:
- Empathy – Truly understanding and listening to customers.
- Empowerment – Enabling your people to make decisions and take ownership. A happy team equals a happy customer.
- Energy – Bringing the right energy to match your customers. It’s infectious and inspires both staff and shoppers.
If you have empathy, empower your team, and bring energy, you create happy, motivated employees who will drive sales and keep customers coming back. It’s a win-win—train your teams well, and it pays off in loyalty and revenue.
Q: You teach across apprenticeship, undergraduate, and postgraduate levels. How do you prepare students for a global retail landscape that’s changing so rapidly?
A: Rapidly is right. I constantly update my modules, presentations, and resources. Having a network of retail experts around the world is invaluable—I use LinkedIn a lot and actively seek out new examples.
If someone is building or opening a new store—whether in fashion, grocery, or any other category—I love bringing those real-world cases into the classroom. Most of my students already have some experience in sales or retail; they come to upskill, broaden their knowledge, and better support the industry.
For me, it’s about teaching agility. Retail can’t stand still—if it does, something’s wrong. Critical thinking is essential, whether you’re on the shop floor or in the C-suite. You need curiosity—what I call “being nosy”—to know what your competitors are doing and what’s happening in other countries.
From a tech perspective, I was fortunate to attend the National Retail Federation show in New York this January, where 40,000 people gathered under one roof. Many of the innovations I saw aren’t ready yet, but knowing what’s coming helps prepare the next generation of retail leaders.
Alongside curiosity, you must be willing to embrace change. If, five years ago, I’d told a class we’d all be talking about ChatGPT and AI, they might not have believed me. But whether it’s a new till system, a redesigned website, or a new product category, you need to assess whether it fits your strategy and then drive that change.
Customers will never stand still, so neither can we. Whether you’re an apprentice or a postgrad, being curious, adaptable, and able to think differently means you’ll always be able to support your retailer in the best way possible. I’m proud to help shape the next generation of leaders—and I learn from them as much as they learn from me.
Q: You’ve received international recognition—from being named the top retail expert to joining the RTM Nexus Leadership Council. What does that kind of global acknowledgement mean to you?
A: Honestly, it still feels strange. I started on the shop floor at 16, unpacking boxes, working in the stockroom, managing fitting rooms, and putting products on shelves. To have come this far, simply because I love what I do and I’m passionate about it, is humbling.
I share my story with students not to boast, but to show them what’s possible—how much impact they can have. Retail is an incredible employer, and we sometimes forget the value of our collective expertise.
This recognition has opened doors—this year I’ve worked in London emceeing events and interviewing guests live on stage. I see it as part of a larger journey, one where I’m learning alongside others and trying to bring people with me.
Networking is also key—something I wish I’d known when I was starting out. Retail is about connecting, listening, and learning from others in the industry. That’s what recognition really represents: being part of a positive, collaborative network.
Q: With everything happening in retail—digital disruption, economic pressures, rising customer expectations—what’s one piece of advice you’d give to retailers or brand teams trying to stay resilient and relevant globally?
A: It’s tough right now. But as an educator, I’ll share a data point: PwC found that 32% of customers would stop doing business with a brand they love after just one bad experience.
That’s the crux—you have to deliver a hyper-personalized customer experience, showing up in the way your customer wants, not the way you want. If that means being present on TikTok Shop, having 24/7 customer service, or meeting a very specific need, do it.
The mission I’m driving is simple: be customer-obsessed. And that mindset has to extend beyond the C-suite—it should be shared by everyone in the organization, from senior leaders to shop floor teams.
On the flip side, be team-obsessed. Your staff are your biggest marketing tool; they’re the ones interacting with customers daily. Listen to them—whether they’re sharing product feedback, pointing out issues, or suggesting improvements.
If you truly listen to your customers and your teams, you’ll protect your business and set it up for long-term success.
It was an insightful and interesting conversation with Melissa at Retail Power Talks; one clear takeaway: retail success comes from curiosity, adaptability, and a relentless focus on people—both customers and teams. Listen, adapt, and the future is yours.
