Sorry, It’s Discontinued: Celebrating the World of Retail, the Retail Associates Who Keep It Going, and the Stores and Brands We Love
Welcome to Sorry, It's Discontinued — a podcast about the human side of retail.Hosted by Hilary Nichols, a former luxury beauty manager with more than 25 years of experience in retail, beauty, and fragrance, this show explores the journeys, experiences, and stories that shape retail associates and the communities they serve.Through conversations with retail associates, beauty advisors, fragrance specialists, makeup artists, freelancers, entrepreneurs, and retail professionals, we highlight the paths that led them to their passions, the challenges they've faced, and the lessons they've learned along the way.In solo episodes, Hilary shares honest reflections on the reality of retail fr...
Remember the Mall Food Court? Orange Julius, Pretzels & Pizza
Remember when a trip to the mall wasn't complete without a stop at the food court?
From Orange Julius and Hot Sam Pretzels to Sbarro, Mrs. Fields, and Cinnabon, these places were more than somewhere to grab a bite. They were part of our memories!
In this episode of Sorry, It's Discontinued, we're taking a nostalgic trip back to the mall food courts of the '70s, '80s, and '90s. I'll share my childhood memories of Orange Julius at Summit Mall in Ohio, explore the surprising history behind these iconic food court favorites...
The Last Skate at Lloyd Center: How Mall Ice Rinks Built Community
In this episode of Sorry, It’s Discontinued, Hilary shares the beautiful story of Jerry and Tally Leonard, a couple who first skated together at Portland’s Lloyd Center in 1967. Nearly 60 years later, they returned to perform the final skate before the historic rink closed.
We’ll explore how ice rinks became part of American malls, including the groundbreaking Lloyd Center rink, Houston’s iconic Galleria rink, Galleria Dallas and Memorial City Mall, where the rink is now preparing to close after more than 20 years.
Along the way, we’ll uncover the surprising history of indoor ice...
Retail Work-Life Balance: Employee Happiness, Appreciation & Better Management
Can happiness, work-life balance, and business success coexist in retail? Absolutely, and there's research to suggest they can!
In this episode of Sorry, It's Discontinued, Hilary explores how employee appreciation, supportive management, and simple acts of kindness can make a meaningful difference in retail workplaces.
From a personal story about being recognized for exceeding a sales goal to the challenges of taking breaks in commission-based retail, we explore what happens when companies invest in their people.
Plus, discover the fascinating Gap Stable Scheduling Study, which found a 7% increase in median sales and 5...
Max Factor: From Hollywood Glamour to Beauty Retail
Before beauty influencers, celebrity makeup brands, and modern cosmetics counters, there was Max Factor.
In this episode of Sorry, It's Discontinued, we're exploring the fascinating story of the immigrant, inventor, and entrepreneur who helped revolutionize Hollywood makeup and shape the beauty industry we know today.
From his innovative Color Harmony system and Pan-Cake foundation to his influence on Hollywood glamour and everyday cosmetics, discover how Max Factor helped bring professional makeup techniques to women everywhere.
I'm also sharing my personal experience visiting The Hollywood Museum...
Why Is Getting Water at Work So Complicated? Retail Workers, Hydration & the Water Cooler
Why can something as basic as getting a drink of water become so complicated when you work in retail?
In this episode of Sorry, It’s Discontinued, Hilary explores drinking water at work, hydration for retail employees, workplace culture, and the strange rules some stores have about keeping water bottles behind the counter.
From hiding drinks and sneaking sips between customers to walking across an entire store just to refill a bottle, retail associates know how quickly a simple human need can turn into a workplace issue.
Hilary also looks at what OSHA sa...
Goodbye, Neiman Marcus Downtown Dallas: 112 Years of Retail History, Fashion & Memories
After 112 years, the historic Downtown Dallas Neiman Marcus is preparing to close its doors next week on September 30, 2026.
In this episode of Sorry, It’s Discontinued, I’m saying goodbye to a store that became so much more than a place to shop.
We’re looking back at the incredible history inside this building—from Stanley Marcus and the legendary Neiman Marcus Fashion Awards to the extravagant Fortnight celebrations, The Zodiac, Helen Corbitt, famous popovers, monkey bread, and more than a century of retail memories.
I also share what it felt like to...
When Friends or Family Take Over a Customer’s Shopping Experience: A Retail Associate’s Perspective
Have you ever loved something while shopping… until the person standing next to you told you not to?
In this episode of Sorry, It’s Discontinued, Hilary talks about one of those retail situations associates know all too well: helping a customer find a fragrance, beauty product, outfit, or item they genuinely love only to watch a boyfriend, husband, mother, friend, or shopping companion completely shut it down.
After more than 25 years in retail and luxury beauty, Hilary shares the awkward balancing act associates face when they want to support the person actually shop...
The History of Revlon: How an Iconic Beauty Brand Changed Retail, Beauty & the Memories We Keep
What is the history of Revlon, and how did one nail enamel company become one of the most iconic beauty brands in the world?
In this episode of Sorry, It’s Discontinued, we’re exploring more than 90 years of Revlon history, beauty history and retail history from the brand’s beginnings in 1932 to its influence on lipstick, nail polish, cosmetics, fragrance, fashion and beauty advertising.
We’ll look back at iconic moments including Revlon Fire & Ice lipstick, the famous 1952 Fire & Ice campaign featuring Dorian Leigh, groundbre...
Motivation vs. Inspiration in Retail: How Great Leadership Helps Retail Associates Care, Connect, and Grow
What is the difference between motivating retail associates and truly inspiring them?
In this episode of Sorry, It’s Discontinued, Hilary explores how retail leadership, sales goals, workplace culture, and fear-based management affect the people behind the counter.
She discusses how trust, coaching, teamwork, and recognition can create accountability without anxiety and how retail associates can protect their creativity, reconnect with their purpose, and remember that one difficult sales day does not define their worth.
Discontinued Product of the Week: Electric Youth by Debbie Gibson, released by Revlon in 1989.
Mi...
Is Luxury Retail the Same Around the World? Customer Service and Retail Associates
Does luxury retail customer service feel the same everywhere in the world?
After hearing about some of my niece’s experiences during a summer program in England, I began wondering how culture, class, race and nationality can shape the way customers and retail associates are welcomed and treated.
In this episode of Sorry, It’s Discontinued, I explore luxury retail and customer service in the United States, England, France, Japan and China. From luxury boutiques to iconic department stores, we look at how retail experiences can feel very different depending on the country, culture, workplace and...
Bloomingdale’s: The Big Brown Bag, Splash & the Magic of Retail
What made Bloomingdale’s one of New York City’s most iconic department stores?
In this nostalgic episode of Sorry, It’s Discontinued, Hilary looks back at the history of Bloomingdale’s—from its beginnings in 1872 and the legendary 59th Street flagship to the Big Brown Bag, beauty counters, fashion, movies and pop culture.
Plus, a trip back to the 1980s and Splash, when watching Daryl Hannah as Madison walk through Bloomingdale’s sparked a lifelong love of NYC, department stores and retail nostalgia.
And this week’s...
American Girl and How Retail Becomes Part of Our Family Story
What happened to American Girl since the days of those magical catalogs?
In this episode of Sorry, It’s Discontinued, Hilary looks back at the history of American Girl—from Pleasant Company and the original historical dolls to Mattel, the evolution of the stores, and what it’s like to work for American Girl today.
She also shares a personal memory of taking her daughters to the American Girl store with her mom and how a simple retail experience became part of her family story.
Because sometimes retail isn’t just a...
Can Record Stores Help Save Retail? The Record Store Comeback: Why We Still Want to Shop for Music
Episode Description
Remember when buying music meant spending an hour inside a record store, flipping through CDs, vinyl and cassettes, talking to employees and discovering your next favorite artist?
In this episode of Sorry, It’s Discontinued, Hilary explores the rise and fall—and surprising comeback—of record stores and physical music. From Sam Goody, Tower Records and the CD era to Napster, Spotify and streaming, we look at how the way we buy and discover music completely changed.
We’ll also talk about why Gen Z is rediscovering vinyl records and CDs, and how...
The Mall and Store Escalator: Retail’s Most Dramatic Coworker
Retail workers have a love-hate relationship with mall escalators. When they’re working, they bring shoppers directly to our departments. When they stop, every associate is suddenly expected to become an escalator engineer. And when children, strollers, loose shoelaces and long dresses get too close, working nearby can become surprisingly stressful.
In this episode of Sorry, It’s Discontinued, Hilary explores the history of the escalator, the humorous reality of working beside one and the frightening day an escalator caught her five-year-old son Max’s Croc.
This isn’t about fearing escalators—it’s about respecting t...
The Teenagers Keeping Retail Alive| Why Retail Associates Need to Look at the Teenage Shopper Differently
In this episode of Sorry, It's Discontinued, Hilary explores a growing trend that many retail associates are noticing: teenagers are becoming some of today's most passionate and knowledgeable fragrance shoppers.
From fragrance enthusiasts armed with TikTok recommendations and YouTube reviews to young customers saving their birthday money for their next fragrance purchase, Generation Z is changing the way we think about retail. But are we giving these future customers the chance they deserve?
Hilary shares her experience helping two young fragrance lovers whose curiosity, respect, and appreciation became a powerful reminder...
Work-Life Balance for the Retail Associate: Does It Even Exist? Retail Schedule Struggles
For many retail associates, the schedule can feel like it controls your entire life.
Will your vacation be approved? Can you make that doctor's appointment? Did your shift change again? Can you attend that birthday party, family event, or concert you've been looking forward to for months?
In this episode of Sorry, It's Discontinued, Hilary explores the reality of retail scheduling, work-life balance, burnout, and why so many retail associates feel like they have little control over their own time. From schedule changes and inventory nights to...
The History of Le Bon Marché: Retail Workers, Benefits & the Birth of Modern Retail
What was it really like to work at one of the world's first modern department stores?
In this episode of Sorry, It's Discontinued, Hilary explores the fascinating history of Le Bon Marché in Paris and how this legendary French department store helped revolutionize not only the way people shopped, but the way people worked.
Under Aristide and Marguerite Boucicaut, Le Bon Marché became a pioneer of modern retail while offering employee benefits that were remarkable for the nineteenth century, including housing, meals, education, savings programs, and retirement support.
...
Celebrating One Year of this Podcast | Thank You
Over a year ago, on June 5th, 2025, I hit publish on the very first episode of Sorry, It's Discontinued.
At the time, I had no idea where this journey would lead. I wasn't sure if anyone would listen, but I knew there were stories that deserved to be told—the stories of the people behind the counter, the communities built inside stores, and the lessons we carry with us long after we leave retail.
In this special anniversary episode, I'm taking a moment to reflect on the past year, express my gratitude to every guest an...
First Retail Job, Lifelong Lessons | Behind the Counter with Yani Nufio
What starts as a first retail job can lead to a career you never expected—and friendships you'll cherish forever.
In this episode of Sorry, It's Discontinued, Hilary sits down with longtime friend Yani Nufio to talk about her journey from a teenager who fell in love with makeup to building a successful career in retail, finance, and mortgage lending.
Yani shares how watching her mom put on makeup sparked her passion for beauty, why her first job at Victoria's Secret changed her life, and how working in...
What If the Gossip Is Wrong?
We spend more time with our coworkers than almost anyone else in our lives—so why is it often easier to talk about people than talk to them?
This week, Hilary explores workplace drama, gossip, assumptions, and the stories we create about one another. Through honest reflection, she shares why curiosity may be the most powerful tool we have for improving communication and creating healthier workplaces.
Because sometimes the story we're telling ourselves isn't the truth at all.
🎙️ New episodes every Thursday
💬 Have a seat, hit follow, and join the conversation.
📱 Fol...
Onward and Upward | Behind the Counter with KingMega Fitness
This week, I'm joined by Mega of KingMega Fitness.
We met by chance at Macy's while talking about our shared experiences in retail, and I quickly realized he had a story worth sharing.
Growing up in a military family, Mega learned the value of hard work early. From working retail while attending Southern University in Baton Rouge to serving seven years in the Army, earning both bachelor's and master's degrees, and building his own fitness business, his journey is one of growth, discipline, and determination.
Join us as we talk about retail, military...
Beauty, Faith & Real Estate | Behind the Counter with Alaysha Durall
This week, I’m sharing a conversation I recently had with my friend, Alaysha Durall, about beauty, faith, family, and following your dreams.
Growing up in Lafayette, Louisiana, Alaysha fell in love with beauty while watching her mother apply Fashion Fair makeup and wear her favorite fragrance. That passion eventually led her to Houston, where she built a successful career behind some of the city's most iconic beauty counters, including Lancôme and Chanel.
But Alaysha's story is about more than beauty. It's abo...
Retail and the Beauty of Reinventing Yourself | Behind the Counter with Savannah Mayfield
In this episode of Sorry, It’s Discontinued, Hilary sits down with Savannah Mayfield to talk about her journey from growing up in Abilene, Texas to working in luxury beauty at Saks Fifth Avenue Houston during the launch of the Tom Ford fragrances counter.
Savannah shares how her love for beauty started at a young age, inspired by her mother and grandmother, and how that passion eventually led her into luxury retail, makeup artistry, entrepreneurship, and motherhood.
The two also discuss the realities of commission-based retail, balancing multiple careers, and bu...
Standing Room Only: Retail Life
In this episode of Sorry, It’s Discontinued, Hilary explores the physical and emotional reality of standing all day in retail and service industry jobs. From sore feet, back pain, and retail exhaustion to the strange “retail sway” workers develop during long shifts, this episode dives into how years on the sales floor change your body, mindset, patience, and identity.
Hilary shares personal stories from over 26 years behind the counter in luxury retail, including the pressure to always look polished and “ready,” the emotional endurance of long holiday shifts, clopen schedules, and the hidden str...
Luxury Retail, Metrics & Emotional Burnout
In this episode of Sorry, It’s Discontinued, Hilary explores the hidden pressure behind modern luxury retail and what customers may not always see behind the counter.
From sales goals, loyalty metrics, staffing shortages, and emotional burnout to the changing reality of online shopping and performance-driven retail culture, this episode takes an honest look at how dramatically the industry has changed for today’s retail workers.
Hilary also reflects on the history of relationship-based luxury service through stores like Nordstrom and Neiman Marcus, and why human connection, trust, and loyalty still matter more than ever in r...
From Retail to The Beauty Way | Behind the Counter with Jyoti Lohman
This week on Sorry, It’s Discontinued, I recently sat down with Jyoti Lohman, founder of The Beauty Way — a luxury body care brand rooted in intention, self-care, mindfulness, and reconnecting with yourself.
From her early inspiration growing up with a mother who taught her the importance of nurturing yourself, to studying at the Fashion Institute of Design & Merchandising in San Francisco and later in Paris, Jyoti shares the journey that led her from a successful career in luxury fashion and retail to creating a brand of her own.
SID: Retail Check-In
New episode out today 💄
In this monthly bonus episode, we’re talking about staying open to new opportunities in retail—especially when you’re ready for change and need to refocus on yourself.
We also get real about micromanaging (especially from vendors), the pressure of credit card goals, and ask the question every retail warrior has an opinion on…👉 Fake nice customer or rude customer?
✨ New Check-Ins every 1st Monday of the month with Phaedra and Tiffany
Have a seat… hit follow… and join the conversation 💋
💋Have a discontinued favorite or retail story? Share it with Hilary here...
The Gift That Changed Retail
What started as a simple thank-you became one of the most powerful sales strategies in beauty.
In this episode of Sorry, It’s Discontinued, Hilary explores the history of the Gift-With-Purchase—popularized by Estée Lauder—and how it evolved from a relationship-driven experience into a value-driven transaction.
From threshold shopping and constant promotions to competing with online deals, Hilary shares what this shift looks like behind the counter for today’s retail warriors.
👉 Are we shopping for the product… or the gift?
<...Is the Beauty Industry Different Now? Mergers, Acquisitions & Change
Beauty is evolving—and mergers and acquisitions are a big part of why.
In this episode, we’re going behind the scenes of what really happens when brands are bought, merged, or absorbed into larger portfolios. From growth and global expansion to formula changes, disappearing products, and shifting priorities, we’re talking about how these decisions affect the brands you love—and the people who bring them to life every day.
💋Have a discontinued favorite or retail story? Share it with Hilary here!
Support the show
If you enjoyed this episode...
Retail Uniforms: From Control to Comfort?
If you’ve worked in retail, you know…
the uniform isn’t just something you wear—it’s something you feel.
In this episode of Sorry, It’s Discontinued, Hilary takes you behind the counter to talk about the reality of retail uniforms—past and present.
From heavy, uncomfortable jackets and strict expectations…
to the rare moments when a uniform made you feel confident, powerful, and like you truly belonged.
Have uniforms really evolved in 2026—or just been repackaged?
<...Retail Loyalty vs Reality
What happens when loyalty… isn’t enough?
In this episode of Sorry, It’s Discontinued, Hilary explores the reality of retail in 2026—where years of dedication, consistency, and care can be overlooked in a moment.
Retail isn’t just about sales. It’s early mornings, late nights, restocking, cleaning, building relationships, and showing up for people day after day. For many, it’s a career built over decades—serving thousands of clients and creating meaningful connections along the way.
This episode honors the “retail warr...
Fragrance Then vs Now: What Changed?
In this episode of Sorry, It’s Discontinued, Hilary explores the evolution of fragrance—from the rich, layered scents of the early 1900s to today’s fast-moving, trend-driven launches.
From Guerlain and Coty to the creation of Chanel No. 5 and the rise of aldehydes, this episode looks at how perfume became more than scent—it became identity.
Today, fragrance is more accessible than ever.
From department store counters and Sephora fragrance walls…
to immersive boutiques like The Scent Room, Krigler, and Tijon…
...
From Sneaking Makeup to Beauty Leader | Behind the Counter with Suqura Shannon
In this episode of Sorry, It’s Discontinued, I sit down with my friend Suqura Shannon to talk about her journey through the beauty industry — and how it all started long before the counter.
From watching her mom get ready in the mornings to secretly wearing makeup through middle and high school, her love for beauty was rooted in confidence, transformation, and self-expression.
We take it back to our days working together at the CHANEL beauty counter and talk about how her career has evolved — from luxury...
From Sneaking Makeup to Leadership: Suqura’s Full Circle Moment
In this episode of Sorry, It’s Discontinued, I sit down with my friend Suqura to talk about her journey through the beauty industry — and how it all started long before the counter.
From watching her mom get ready in the mornings to secretly wearing makeup through middle and high school, her love for beauty was rooted in confidence, transformation, and self-expression.
We take it back to our days working together at the CHANEL and talk about how her career has evolved — from luxury retail to her cu...
My Krigler Boutique Experience
There are moments that remind us why shopping in person still matters—and this is one of them.
In this episode of Sorry, It’s Discontinued, Hilary shares her experience at the Krigler boutique inside the Four Seasons Hotel in Houston, where luxury felt less about price and more about storytelling, craftsmanship, and human connection.
Founded in 1904, Krigler is a historic niche fragrance house known for iconic scents worn by figures like Grace Kelly, Audrey Hepburn, and John F. Kennedy—each fragrance carrying a story of its own.
Hilary also shares her favorite scent...
Beauty and Natural Artistry | Behind the Counter with Martin Vain
In this episode of Sorry, It’s Discontinued, Hilary sits down with Texas-based makeup artist Martin Vain to talk about how he first got into the beauty industry and the career path that followed.
From early inspiration watching his mom get ready to discovering artistry through drag makeup and beauty videos, Martin’s passion for makeup started young. That passion eventually led him into the retail beauty world, working with stores like Ulta, Sephora, and Nordstrom and brands including NARS, Natasha Denona, and Charlotte Tilbury.
Hilary and...
What Defines Luxury for You?
Luxury used to feel like an experience — the storytelling, the ritual, the moment behind the counter.
But today, luxury is more accessible than ever, and the experience has changed.
In this episode of Sorry, It’s Discontinued, Hilary reflects on what luxury once meant to associates and clients alike, how storytelling created value behind the counter, and how accessibility, global growth, and modern shopping habits may be reshaping what luxury feels like today.
Plus, Hilary shares a discontinued favorite she still misses — Tom Ford Traceless Matte Foundation — and a new discovery she’s loving: Il...
Retail Therapy Check-In with Phaedra & Tiffany
Welcome to our first Retail Therapy Check-In — With Phaedra & Tiffany.
In this episode, I’m joined by two incredible women for an honest conversation about the realities of freelancing in retail — navigating workplace culture, setting boundaries, and addressing “mean girl” dynamics in the beauty industry.
We talk about retail leadership, emotional labor behind the counter, and what it takes to support your own mental health in high-pressure store environments.
Have a seat, hit follow, and join us.
💋Have a discontinued favorite or retail story? Share it with Hilary here!
Support...
Leading with Authenticity | Behind the Counter with Tiffany Lopez
What does authentic leadership in retail really look like?
In this episode, I sit down with Tiffany Lopez to talk about her retail journey — from veterinary technician to beauty roles at Sephora, Nordstrom, and Saks Fifth Avenue. We discuss how she grew into leadership, the pressure of working behind the counter, and what it means to lead with heart in today’s retail industry.
This is a conversation about retail leadership, career growth, and the community that keeps stores going.
Hit Follow. Have a seat and join us.
💋Have a discontinued favorit...
Retail Leadership Cringe: "What do you do for us?"
Two leaders walked into the store on the same day.
One introduced herself, learned names, and thanked associates.
The other walked straight past them.
It made me wonder — is kindness expected from women in leadership, but optional for men? Does it depend on the leader and not gender?
In this episode of Sorry, It’s Discontinued, we talk about the invisible emotional labor of retail, the pressure of corporate visits, and the subtle double standards that shape workplace culture.
Because at the...
