An Inside Look at How the KMCC Team Planned and Executed a Sensory-Friendly Shopping Event

[Editor’s note: In December, the Kaiserlautern Military Community Consolidated Exchange team, working with the Exceptional Family Member Program (EFMP) and Education and Developmental Intervention Services (EDIS), presented a sensory-safe shopping experience for people with sensory issues. In this article, Main Store Manager Jessica Provan—who is PCSing to Human Resources at headquarters in February—details the development and execution of the event.]

While the retail industry is starting to recognize a need for sensory-friendly shopping opportunities, the Kaiserlautern Military Community Exchange team wanted to make sure that the holiday season was equally magical for their customers with differing abilities. So the team created the KMCC Inclusivity Project.

In partnership with the Exceptional Family Member Program (EFMP) and Education and Developmental Intervention Services (EDIS), the KMCC main store team developed a sensory-safe holiday experience for families in the community. During the early planning stages, it was mentioned that families must often use a divide-and-conquer method when participating in the events offered around the community.

The Inclusivity Project’s intent was to offer these families a chance to enjoy some of the interactive events we host throughout the season, but without the typical hustle and bustle that marks holiday shopping. Those with sensory issues are often negatively affected by bright, blinking or twinkling lights; competing sounds around the store; and crowds of shoppers. After speaking with one family at the event, it was evident we accomplished this mission; one parent said, “You have no idea how much this means to our family. Usually, my husband and I have to split up—I take the kids who can participate in the event, and he stays home with our son who is autistic, or vice versa.”

Shoppers of all ages were welcomed into the event with an intentional reduction in possible triggers for sensory-sensitive individuals. Dimmed lights, lowered sound at registers, no TVs, interactive displays or in-store radio, and limited associate interaction created a safe space for those in need. Free play stations offering some of the events hosted through the year, such as the family board games, Nerf experience, Play Doh make and take, Furby and Baby Alive, were available for our youngest customers to enjoy the same fun, but without the overwhelming noise, crowds, and lighting that often excludes the individuals with sensory challenges.

Themed decompression zones were set up around the store as a safe place to land, should someone feel overwhelmed and need a moment. All play stations and relaxation locations were indicated on a map and provided to participants, along with a comfort bag featuring a mini pop-it, squeeze/stress ball, sunglasses and a bottle of water. A natural-bearded Santa also provided a sensory-safe experience for those interested in meeting the big guy.

One mom said, “This is the first time we ever had a family photo with Santa. Our oldest can’t handle the crowds and flash photos, so we’ve never had a picture all together with Santa. Our oldest is 9 and the two younger ones are 6 and 4.”

The planning for this robust but sensory-safe event began in September and leveraged the input of experts from a variety of specialties to make it such a success. This event is the first of its kind and the first sensory safe-shopping experience on an Air Force installation. The EFMP team at Ramstein has shared the event planning worksheet and after-action notes with their regional counterparts and the news of this exciting event has traveled all over the globe, with Facebook shares reaching to PAC and CONUS as well. The feedback received was overwhelmingly positive and deepened the emotional connect between the Exchange and our valued customers.

The KMCC will study doing this quarterly and has discussed the option of having a quiet hour within normal business hours.  No dates have been confirmed but the incoming main store manager is tracking the efforts we have made and will continue to support this much needed opportunity for an inclusive shopping experience.

Some other comments received:

• “Thank you for offering this.  This is the first time my son has come to the BX with me and we didn’t have to leave because of a meltdown. We are leaving with him in a calm state and happy.”
• “I’m not sure I can put into words what this means to our community. I know what a labor of love it was, and it was amazing to see this come to life. Thank you for making this happen.”
• “This is so amazing. The harsh overhead lights make shopping so overwhelming, I’m sure there are so many people (adults and children alike) that are going to appreciate this! This should be something that happens more often!! Shopping with autism can be so hard sometimes. I would love to see this occur more.”
• “Thank you, I have a traumatic brain injury. Stores are so very hard for me due to the overwhelming lights, sounds, people, so many items and colors. This is a great thing, especially as the holidays approach. Hopefully, it will continue and spread to other Exchanges.”