I help DTC brands sell more IRL | Retail & CX Strategist | Top Retail Expert 2024 | 🔔 Follow to learn how smart brands are reinventing retail spaces

Do you want to make your mark and grow your business through physical retail and immersive experiences…even if you have no clue where to begin?

That’s where I come in. 👋🏼

I’m on a mission to create a better retail future filled with places, spaces, and experiences that people love. The human-to-human experiences, stories, connections and community that you never forget. 

Through my 3 I’s Method powered by customer immersion, inspiration days and design sprints, I help indie brands design, test and launch concept stores, pop-ups and immersive experiences in days and weeks. Not months or years.

In case you're curious...

HERE'S A BIT ABOUT ME

➾ I'm a Strategist with 15+ years experience advising clients such as Argos, Adidas, Coca-Cola, Unilever, Diageo, Mondelez, Nestle, AB InBev, Tesco, H&M and many more in the areas of customer experience design and disruptive innovation.

➾ I’ve even had a go at launching my own ‘store of the future' pop-up featuring 50+ innovative consumer brands and technologies in London and Singapore. It was invigorating and can’t wait to do more.

➾ I’m always on the hunt for hidden gems in CX and design across the globe.

➾ I’m a Latina female founder who is committed to amplifying new brand voices. 

My journey has taken me on countless adventures, but I've finally landed at my dream destination at the intersection of my passions: helping indie brands create unforgettable experiences. 

It's a privilege to be here, and I'm ready to make magic happen!

GET IN TOUCH TO GROW YOUR BUSINESS 

Whether you’re launching a pop-up for the first time, creating an exclusive events program for your shops, or re-imagining the current CX in your stores - I’m here to help. 

DM or email me to book a no-pressure consultation.
Email: sandy@retailmuse.com

And if you’re craving some inspiration for your vision board…

FOLLOW ME here for design ideas, CX tips, and founder stories.

Wow, I’m thrilled to be named a RETHINK Retail Top Retail Expert for 2026! 

I couldn’t be more proud to be a part of this community. When I look back on the last three years, being a TRE has connected me to so many brilliant retail minds that I’m in awe of everyday. I started to draft special shout-out messages but then I realized it would be pages long. 

A big thanks to Paul Lewis, Julia Hare, Aliyah Flowers, Catarina Santos, April (Waits) McGee, Fritz Finlay and Adam Jackson from RETHINK Retail for fostering this vibrant crew and making it all possible!

And of course, congrats to my fellow TREs! I'll include a few in the comments as the 'tagging limit' LinkedIn gods have struck be down. Can't wait to exchange ideas and toast together at NRF. Looking forward to what the future holds for us in 2026. 🔥 

#TopRetailExperts #TRE2026 #RETHINKRetail #RetailLeadership #nrf

Sandy Hernandez  I The Retail Muse

Design Sprint

The Fundamentals of Digital Marketing

Digital Marketing

How to Create and Run a Brilliant Remote Workshop

Design Thinking: Customer Experience

Icebreakers for Teams, Meetings, and Groups

Psychological Safety: Clear Blocks to Innovation, Collaboration, and Risk-Taking

Experiential Retreats |  Immersive Tours  |  Strategy Sprints

I inspire you to launch into physical retail and offer advice on how to create magic-moment making experiences that customers love – even if your company is on a shoestring budget, even during this unpredictable period, even if it’s just you and your dream idea right now. 

Through my 3 I Method powered by customer immersion, design sprints, and even a little AI, I help you design IRL-tested store concepts and re-imagined customer experiences fast. So you can just get on with it and grow your business.

Founder, CEO and your Chief Inspiration Officer

I create one-of-a-kind immersive innovation workshops and events to help retailers and brands 1) step into the mind of the modern consumer to understand the psychology behind human behaviour 2) gain inspiration from leaders across industries and 3) design more human-centred brand strategies and customer experiences. 

I’ve had the pleasure of designing experiences for attendees from companies such as Tesco, Farfetch, John Lewis, Jo Malone, Arcadia, Net a Porter, Adidas, Vacheron Constantin, Johnson & Johnson, Hammerson, Visa, Cognizant and Piper Private Equity.

Retail Innovation and Customer Experience Strategist

•	Panel Moderator: "Opportunities on the High Street in 2021," iD Agency, 19th Nov 2020

•	Speaker & Event Founder: "Darwin Goes Shopping: A Retail Provocateurs Debate," Retail Provocateurs, 21st Oct 2020

•	Panel Moderator: "Winning Them Back: The Psychology Behind Retail (Re)Design," PSFK Future of Retail Fest, 30th June 2020 

•	Speaker: "Retail Insights," Threepipe Reply, 19th June 2020 

•	Speaker and Event Designer: "Reopening Retail: What's in Store," Wharton and Kellogg UK Alumni Clubs, 2020 

•	Panel Moderator: “Creative Innovation in RetailTech and FashTech,” London & Partners, 2019

•	Panel Moderator: “Evolution of Retail: Exploring the Changing Face of Retail Today,” Adyen’s Annual Retail Event, 2018. [230 attendees from UK brands, retailers and tech companies.]

•	Panellist: “Will Physical Stores Die Out?” Ecommerce Club & Future of Retail, 2018

•	Seminar: “Retail and Consumer Innovation Trends,” Fashion Retail Academy, 2016 [Training course for 100 aspiring leaders from one of UK’s largest chain retailers]

Speaker and Moderator

• Designed and launched a Store of the Future concept for millennial consumers called The World of ME, which was visited by over 4,500 industry leaders and emerging brands in London and Singapore. The pop-up took visitors on a customer journey and told a story through 29 emerging products and services. 

• Collaborated with retail, brand and start-up ecosystem to develop and facilitate over 50 retail innovation tours / safaris across London, NYC, Chicago, Milan and Sao Paulo for consumer facing companies.

Senior Manager- Accenture Customer Innovation Network, UK Retail Lead                               

Strategy Senior Consultant (2007-2008), Strategy Manager (2008-2013)

Researched and sized gaming opportunity for a cable TV network; identified industry and consumer trends; and summarised the competitive landscape. Used findings to inform and recommend integrated gaming strategy, along with action steps for network’s Strategic Plan.

Strategic Planning MBA Intern

Strategy Business Analyst (2002-2004), Strategy Consultant (2004-2005)  

Equity Research Writer                                                       

I help DTC brands sell more IRL | Top Retail Expert 2024-25 |  Follow to learn how smart brands are reinventing retail spaces

I help DTC brands sell more IRL | Top Retail Expert 2024-26 | 🔔 Follow to learn how smart brands are reinventing retail spaces

Kicking off the marathon week with the reason for NRF season…stores!!

Out with Jack Stratten scoping SoHo shops to finalize our store tour routes.

Can you recognize any of the shops?

taplio

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