The International Retail Academy

The International Retail Academy Creating epic customer experiences for retailers! Sales & leadership coaching. Workshops, talks 🔥

10/06/2026

At The International Retail Academy, we don't believe in surface-level training.

Retail teams don't need more information for the sake of it.

They need development that feels relevant, practical, and connected to the reality of the shop floor.

That's why we help retail brands design experiences from the inside out.

Starting with the people.

Because customer experience isn't created by a training manual, a process, or a presentation.

It's created by confident teams, strong leaders, and meaningful interactions that happen every day in the store.

When people feel capable, supported, and clear on what great looks like, the customer experience naturally improves.

If you're rethinking how your stores feel and how your people connect with customers, we'd love to help.

Retail Leadership | Customer Experience | Retail Training | People Development | Retail Teams

70% of buying decisions are made in-store.Customers may have researched online, compared options, and read reviews befor...
09/06/2026

70% of buying decisions are made in-store.

Customers may have researched online, compared options, and read reviews before they arrive.

But the final decision often happens standing in front of the product.

It’s in that moment where hesitation appears.

Questions surface.

Confidence is either built or lost.

This is where retail teams make the difference.

A well-timed conversation.
A thoughtful question.
A team member who is present, knowledgeable, and ready to help.

These moments don't just support the sale — they influence it.

Because customers aren't only looking for products.

They're looking for reassurance that they're making the right choice.

If teams aren't present in that moment, the opportunity often goes with it.

Customer Experience | Retail Leadership | Retail Training | Store Performance | Retail Teams

08/06/2026

Lead With Impact.

Over the past few months, we've had the privilege of partnering with Hunkemöller on a bespoke leadership development journey for their Regional Managers across the Netherlands, Nordics, and Germany.

This wasn't about delivering a one-off workshop.

It was about creating a programme that reflects the realities of multi-site retail leadership and helps Regional Managers strengthen their impact where it matters most — with their people.

Through in-person workshops, coaching conversations, practical activities, and ongoing development, we've explored what it means to lead with greater clarity, confidence, accountability, and influence.

Regional Managers play a unique role in retail.

They connect strategy with ex*****on.
They support store leaders through change.
They shape culture across multiple locations.

And they help create the conditions for teams to thrive.

When Regional Managers invest in their own development, the impact reaches far beyond themselves.

It influences store managers.
It strengthens teams.
And ultimately, it improves the customer experience.

A huge thank you to everyone involved for their openness, energy, and commitment throughout the journey.

Lead with impact. Because it matters.

Retail Leadership | Regional Managers | People Development | Retail Training | Leadership Development

05/06/2026

One of the biggest reasons change doesn’t stick in retail is simple:

Leaders stop following up.

A new customer experience programme has been launched.
There’s training.
Workshops.
Videos.
Communication packs.

And then everyone hopes the behaviours will naturally embed themselves into daily store life.

But that’s rarely what happens.

Because training alone doesn’t create long-term change.
Reinforcement does.

The strongest rollouts always include a follow-up phase:
checking in with store leaders
revisiting expectations
recognising progress
coaching through challenges

And importantly, speaking to the store teams themselves.

Not just the managers.

Because the people on the shop floor will often tell you:
What’s actually landing
Where confidence is still missing
And what’s getting lost once the launch excitement fades

Sometimes a simple 10-minute follow-up conversation can create more impact than another training module.

Real change happens through consistency, reinforcement, and leadership visibility.

Not one-off launches.

retail leadership | people development | retail training | store performance | customer experience

“Professional, passionate, and genuinely enjoyable to work with.”We’re incredibly grateful for feedback like this from t...
04/06/2026

“Professional, passionate, and genuinely enjoyable to work with.”

We’re incredibly grateful for feedback like this from the people and brands we partner with.

Caterina Bierti shared these kind words after collaborating with Kayleigh, Veronica, and the LBFF team on a recent project:

“Caring and passionate while delivering amazing service, I would choose them all over again for the project we worked on together.”

At TIRA, we believe great partnerships are built on more than just delivering results.

They come from:
listening properly,
collaborating openly,
caring about the experience as much as the outcome.

Because when people enjoy the process, the work becomes stronger, more creative, and far more impactful.

Thank you, Caterina, for the trust and support throughout the project.

retail leadership | customer experience | retail partnerships | retail training | people development

03/06/2026

I had a retail experience recently that says a lot about how many brands approach memberships and KPIs.

I was buying makeup, and the person at the till asked:
“Do you have a membership with us?”
I said no.
And then… silence.
No explanation.
No confidence.
No real conversation around why it might benefit me.

So I prompted the conversation myself:
“Is it worth signing up?”
The response was:
“Yeah… It’s okay.”

At that point, the issue wasn’t the membership programme itself.

It was the confidence behind how it was being communicated.

And this is where so many retailers get stuck.

Brands often focus heavily on the KPI:
increase memberships
grow sign-ups
improve loyalty numbers

But they forget the part that actually drives the result:
training teams how to communicate the value confidently and naturally.

Because if a team member doesn’t fully understand:
Why the programme matters,
how it benefits the customer,
how to explain it clearly,

Then the interaction becomes transactional instead of meaningful.

Customers don’t connect with vague answers or scripted questions.

They connect with confidence, clarity, and genuine recommendations.

If membership growth is a priority in your business, then confidence-building needs to be part of the training too.

Because targets without support rarely create lasting results.

retail leadership | store managers | leadership development | retail careers | people development

Around 65% of purchases are still influenced by the in-store experience.Even in a digital-first world, what happens on t...
02/06/2026

Around 65% of purchases are still influenced by the in-store experience.

Even in a digital-first world, what happens on the shop floor still shapes the outcome.

Customers may arrive having already researched the product, compared prices, and read reviews online.

But the in-store experience often becomes the deciding factor.

The tone of the interaction.
The confidence of the team.
The willingness to stay present with the customer instead of rushing the moment.

These are the things people remember.

Strong retail teams don’t just process transactions.
They help customers feel confident in their decisions.

That’s why stores still matter.

Not simply as places to display products, but as spaces where trust, reassurance, and connection influence whether a customer buys.

Stores don’t just support sales anymore.
They still actively drive them.

customer experience | retail leadership | retail training | store performance | retail teams

01/06/2026

“I thought it was really powerful, especially around changing mindset and owning the responsibility you have as a leader.”

We love hearing reflections like this after leadership sessions.

Because great retail leadership isn’t only about targets and operations.
It’s about how leaders show up every single day.

The energy they bring.
The standards they set are role models.
The influence they have on the confidence and mindset of their teams.

One of the most important shifts for any leader is recognising that leadership is active.
It’s not a title.
It’s the behaviours repeated consistently on the shop floor.

This feedback captured that perfectly:

“You’re responsible for how you show up every day and how you influence your team.”

That awareness changes everything.

When leaders become more intentional in how they communicate, support, and lead, teams feel it immediately.

And stronger teams create stronger customer experiences.

Thank you for being part of the session and for sharing such thoughtful feedback.

retail leadership | store managers | people development | retail training | team culture

29/05/2026

So many retail leaders believe their teams don’t care about customer service.

“They’re not bothered.”
“They’re unmotivated.”
“They don’t believe in the brand.”

But often, that’s not what’s really happening.

What leaders are seeing as “not caring” is often a lack of confidence.

Teams stay quiet because they’re worried about getting something wrong.

Maybe they don’t feel confident in their product knowledge.
Maybe they’ve had a difficult customer interaction in the past that knocked them.
Maybe they’re unsure how to approach conversations naturally.

And over time, that uncertainty can start to look like disengagement.

But silence and low confidence are not the same thing as not caring.

Clear communication comes from confidence.

And confidence comes from support, coaching, and practice.

This is where strong retail leadership matters most.

Because when teams feel capable, prepared, and supported, they engage differently:
They approach customers more naturally.
They communicate more clearly.
They create better experiences on the shop floor.

Most teams do care.

They just need leaders who help them believe they can do it well.

retail leadership | customer experience | retail training | people development | retail teams

🎉💖🤩“Working with TIRA has been an outstanding experience from start to finish.”Feedback like this means a great deal to ...
28/05/2026

🎉💖🤩
“Working with TIRA has been an outstanding experience from start to finish.”

Feedback like this means a great deal to us because collaboration sits at the heart of everything we do.

Jasmina Wechsler shared this after partnering with Kayleigh and the TIRA team through a series of workshops and creative projects designed to bring their brand story to life.

“She has a rare talent for creating an open, creative atmosphere while also keeping everything structured and professional.”

At TIRA, we believe the best results come when people feel comfortable enough to think differently, contribute openly, and challenge ideas in a positive way.

Whether we’re supporting leadership development, customer experience, or brand storytelling, our focus is always the same:
creating work that feels authentic, practical, and genuinely connected to people.

We’re also incredibly proud of the creative team behind the scenes who help bring these experiences to life with such care, professionalism, and attention to detail.

“The results far exceeded my expectations. Authentic, beautifully produced, and filled with heart.”

Thank you, Jasmina, for the trust, partnership, and kind words.

retail leadership | customer experience | retail training | people development | brand experience

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