5 insights from the NACS Show 2024

Photo by CSP staff

The 2024 NACS Show kicked off Monday at the Las Vegas Convention Center with multiple training sessions on everything from transforming stores to getting started with dinner to igniting passion in disengaged employees.

Here are some highlights from day one.

It’s about relationships

The c-store business is all about the relationships. It is an industry where it is crucial for retailers, suppliers and distributors to have open lines of communication. “What I love about convenience is that business is still done with a handshake and a phone call,” said Jim Dodge, vice president of convenience at Mars Wrigley, during a NACS Show panel discussion about the power of business partnerships. “I know there are so many friendships in the room, friendships on stage, people who just want to sell something… So that’s strategic partnership.”

Tips for remodeling, remodeling

When remodeling or remodeling, Gabe Manning, operations manager for Waycross, Ga.-based Friendly Express Inc., recommended prioritizing adequate space for parking and additional room for growth. He also said that at locations with multiple entrances and exits, customers have given positive feedback about how easy it is to get in and out quickly.

Another addition to the convenience store chain that Manning recommends is generators. They are installed in around eight Friendly’s branches and help in emergencies. Last week, during Hurricane Helene, Friendly’s flagship store in Waycross, Georgia, was the only retailer open in town.

“We were there to serve the community like no one else,” he said. Manning also shared pitfalls the company has addressed during remodels and remodels. Friendly’s tried lighting that was less harsh and hung from open ceilings. Manning said the supermarket wanted to create a different atmosphere, but that didn’t work. “People want to see everything; They want to see the product…my advice would be to light the sucker,” Manning said.

To get into the dinner game, you have to be known for something.

When it comes to growing dinner-day share at c-stores, “be known for something,” said Lori Stillman, vice president of research and education at NACS, in a session on “Winning Dinners.”

“Consider how you can use your marketing program, digital media and social media to get customers to interact with the brand, attract them to the store and give them a meaningful offer considering that “Customers are currently financially struggling.”

If a c-store can offer a great meal for less than $10 per person, it can compete with quick-service restaurants, she said, adding that doesn’t mean a c-store has to reinvent its foodservice program.

“That means you have to let the customer know that you’re on board, that you have options that are relevant to them, and that you too are easy to order and easy to customize,” she said. “Maybe you’re affiliated with DoorDash or others.”

Ultimately, though, it’s about “keeping it simple and really being present with a clear message,” she said. “So think big, be known for something, break the mold and convince the customer that you already need to think about dinner as part of the experience you can provide.”

Awaken passion in unmotivated employees

Convenience store retailers are facing problems with disengaged employees as the Gen Z workforce quietly quits and disengages in the workplace. But connecting with these employees through listening and creating a culture of appreciation can reignite their passion in the workforce, Bob Huebner, president of 200Mark Consulting, said Monday at the 2024 NACS Show.

“You have to get to know them and be interested in them,” said Hübner. Harnessing an employee’s strengths and motivations will improve their performance, he said.

Hübner outlined some key approaches important to Gen Z’s work in convenience stores, including the importance of keeping it simple and focusing on the fundamentals of the task at hand, which is a good way to re-engage the younger generation.

“If you simplify, it’s easier for them to understand and in turn they can show you what they can do,” Huebner said.

Amber Millwood, training and development manager for Spinx based in Greenville, South Carolina, also shared with the audience what practices have been successful in engaging Spinx employees.

Hands-on leadership, investing in growth, listening to employees and transparency are important factors in employee engagement, she said.

“Open communication builds trust and honest feedback leads to better workplaces,” Millwood said. “You can’t grow or change until you know what you’re doing wrong.”

Consumers believe that confectionery will become more expensive

Consumers are internalizing that confectionery is more expensive than before, said Elise Fennig, chief of staff and senior vice president of operations for the National Confectioners Association (NCA). The average price per quantity of chocolate increased by 4.9% compared to 2022, said Fennig.

According to the NCA State of Treating 2024 report, 70 percent of consumers believe confectionery is more expensive than before.

Price perceptions influence the affordability image of confectionery, which in turn is a main reason for consuming less. When consumers were asked if they agreed with the statement “Chocolate and candy are more expensive, but still an affordable treat,” 74% agreed in 2023. However, in 2024, the approval percentage fell to 55%.

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