The four moments that make or break a customer experience.
Welcome. Discovery. Buying. Aftersales. The framework Louise uses with retail teams to turn task-focused service into customer-focused service.
Speaking & events
Retail keynote speaker for Ireland and the UK — a voice that moves people to act.
Keynotes, panels and in-house events on people-first retail, customer experience and the human side of performance. Honest, practical, and rooted in real shop floors.
Speaking topics
Six talks I get booked for — and adapt to your audience.
Every talk is rewritten for the room. The frameworks stay; the stories, examples and language are tailored to your sector, audience seniority and the moment you’re asking your team to step into.
Borrowed Belief: confidence lent until your team owns it.
Why most performance gaps are belief gaps in disguise — and how leaders lend confidence until their people stand in it themselves.
Why most managers think they’re coaching (and aren’t).
The difference between feedback, instruction and coaching — and the three questions that turn a corridor conversation into a development moment.
Retailers don’t need Black Friday reductions.
An honest look at the false economy of discount-led retail — and what to build instead so customers choose you when there’s no markdown.
The Experience Economy on the floor.
Pine & Gilmore for retailers who haven’t read the book. Why memorable retail is staged, not sold — and what changes on Monday morning when teams get it.
People-first retail: the operating system, not the slogan.
What it actually means to put people first when the P&L is squeezed, the team is short-staffed and the customer is irritable. A keynote for retail leadership teams.
Formats
Three ways the work shows up on the day.
45–60 minutes
Keynote
An energetic, story-led talk built around one core idea — usually a single retail framework the audience can apply on Monday. Designed to leave a room talking, not nodding politely.
Best for: industry conferences, leadership days, all-hands events, awards nights.
30–45 minutes
Panel chair or contributor
Louise chairs and contributes to retail panels on customer experience, leadership and the future of physical retail. As chair, she actively interviews rather than reads pre-cleared questions — panellists come away saying it was the easiest panel they’d ever done.
Best for: industry events, association meetings, podcast recordings, broadcast.
Half day or full day
In-house team event
A keynote followed by a working session that turns the ideas into shop-floor commitments. Built for retail teams who don’t want a talk-and-go, but a day that changes how Monday looks.
Best for: retailer leadership offsites, store manager conferences, internal kick-off days.
Selected events
Where the work has shown up recently.
2026
Retail Excellence Ireland — Annual ConferenceKeynote · Dublin
2026
BWG Foods — Store Managers DayIn-house keynote · Galway
2025
Retail Ireland Skillnet — Leadership ForumPanel chair · Online
2025
ISME — Owner Managers SeriesKeynote · Dublin
2025
Uniphar Group — Retail Pharmacy ConferenceClosing keynote · Cork
2024
Portwest — Global Sales Kick-offIn-house workshop · Westport
2024
Petstop — Annual Team DayKeynote · Dublin
2024
Rituals — EMEA Customer Experience ForumPanel contributor · Amsterdam
Book Louise
Tell me about your event.
The more context you can share — audience, the moment you want them to leave with, the room itself — the better I can shape the talk. I read every enquiry personally and reply within two working days.
Prefer email? info@louiselallytrainingacademy.com
One more thing
If you’re still deciding — read the work first.
Every speaking topic above maps to a written piece. Read the thinking, then book the talk.
Read the Insights