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I am sorry you are worried about Emma. My name is Rebecca. I am a veterinarian and will do my best to help.
How old is she? Is her health good otherwise?
Can you possibly post a picture here? Do they seem painful to her, or bother her at all? If they don't bother her, they may be normal but I could not say for certain without being able to see them. I would not try to soften them; dogs need tough pads to protect feet and toes.
There are a few conditions that cause overly tough pads such as distemper virus, but she would have other symptoms.
I hope you could see my answer! Can I help with or answer anything else?