Kash Retail, which operates multiple convenience stores in the UK branded as Nisa Local, has introduced digital headsets by Quail Digital into its outlets following a six-week trial.

The technology enables colleagues to communicate instantly across the shopfloor without leaving their positions or interrupting customer service’ and is helping stores manage everyday operational challenges more effectively, according to the retail operator.

Kevin Polley, Operations Manager at Kash Retail, says: “One of the clearest benefits has been the handling of parcel collections. When a customer arrives at the till to collect a parcel, the colleague serving them can contact a shopfloor team member through their headset and ask them to locate it."

“This removes the need to leave the till or call across the store, helping keep the collection process moving and reducing customer waiting times. The headsets have been a great help in speeding up the collection process, as staff on the tills can request a shopfloor colleague to find the parcel.”

Polley says the new digital headset system, called Quail Connect, is also helping the retailer respond more quickly when additional till support is required. Colleagues can request assistance directly through their headsets as queues build, allowing the team to react without leaving customers unattended. He also highlights how the technology is improving staff wellbeing by helping colleagues feel safer and better supported when dealing with potential theft and other security concerns.

Quail Connect is designed for small retail stores, typically accommodating four to six users, with the flexibility to expand as required.

Tom Downes, Founder and CEO at Quail Digital, says: “Retailers are being asked to manage an increasingly complex range of in-store services while maintaining high standards of customer service. Parcel collections are a good example of how even a seemingly straightforward task can create additional pressure on store teams if communication is slow or inefficient."

“By giving colleagues, a simple, hands free way to communicate, Quail Connect helps ensure the right person can respond quickly, whether that means locating a parcel, opening another till or alerting a colleague to a potential security concern.”

And the winners are...

Quail Digital is among the 2026 RTIH Innovation Awards finalists.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2026 shortlists and finalists here.

We received a record number of entries this year and many fantastic examples of technology excellence driving transformative change across the global retail sector.

Congratulations to all those who made it through the initial submission process! It’s now over to our star studded judging panel who will decide the winners to be announced at the 2026 RTIH Innovation Awards Ceremony.

The event will consist of a drinks reception, three course meal, awards ceremony presided over by award winning stand-up comedian, presenter, actor and broadcaster, Aurie Styla, and after party until 1am.

Click here to book your place at the 2026 RTIH Innovation Awards Ceremony on Wednesday, 4th November.