Experiential Retail That Converts: Scott Kerby on Leadership, Store Design & Customer Experience (Part 1)

Ever had a moment so awkward it turned into something amazing? Carrie Hable kicks off this episode of Behind the Thread with a story you won’t forget a literal face plant that somehow sparked a 20+ year career connection with retail leader Scott Kerby. And trust us… it only gets better from there.

In this Part 1 conversation, Carrie and Scott rewind the clock on a relationship that’s been everything: boss, mentor, client, and friend. Their chemistry is effortless, their stories are real, and their insights? Gold. From their unforgettable first meeting to building a relationship rooted in trust, growth, and a little humor, this episode pulls you in from the very first minute.

Scott takes us behind the scenes of his incredible retail journey—from powerhouse brands like Old Navy, Sephora Canada, Bath & Body Works, and American Eagle to his current role at Purple. But this isn’t just a resume rundown—it’s a masterclass in what makes retail actually work today. 

Scott breaks down how today’s most successful stores aren’t just places to buy… they’re places to feel something. From scent and sound to product interaction and storytelling, the brands winning right now are creating moments customers can’t get online.

And at Purple? It’s all about turning curiosity into connection. Most customers walk in not knowing what to expect but within minutes, they’re learning, laughing, and yes… laying on beds. That “try it to believe it” moment? That’s where the magic (and the conversion) happens.

• A rare, authentic look at mentorship that actually shapes careers
• Real talk on why traditional retail models are fading fast
• How experiential retail drives traffic, engagement, and sales
• The secret sauce behind brands that customers want to visit
• Why great talent not just great product is the ultimate differentiator

It’s smart without being stuffy. Insightful without being overwhelming. And filled with those “oh wow, that makes so much sense” moments that stick with you long after the episode ends.

Whether you’re a retail leader, brand builder, entrepreneur, or just someone obsessed with great customer experiences this episode will change the way you think about stores forever.

#experiential #retail, #leadership, Scott Kerby Purple, customer experience strategy, retail trends 2026, in-store experience, retail innovation, brand storytelling, retail careers, store design strategy, Behind the Thread podcast

Carrie Habel, host of Behind the Thread, is a dynamic leader operating at the intersection of retail, leadership, and wellness. As the owner of multiple ventures—including Thread Advisory Group and the Scottsdale chapter of Collective Women’s Leadership—she brings deep expertise in operational transformation, change management, and business growth. With a career that started on the frontlines of retail and expanded into consulting for major brands like Estée Lauder, Nordstrom, and T-Mobile, Carrie is known for helping organizations bridge the gap between strategy and execution.

DISCLAIMER:
The information shared on this podcast is intended for general informational and educational purposes only and should not be considered medical, legal, or other professional advice. The views and opinions expressed by the host and guests are their own and do not necessarily reflect those of Behind the Thread, Thread Advisory Group, or Collective Women’s Leadership. This podcast is not a substitute for professional guidance, diagnosis, or treatment. Listening does not establish any professional, client, or advisory relationship. Always seek the advice of a qualified professional regarding any questions you may have related to your health, wellness, business, or other specialized matters.