It was a record-breaking year for NACS attendance, and the experience did not disappoint. Upside’s fuel and c-store experts were in Vegas all week for educating sessions, insightful conversations, and a little time to unwind with retailers.

Now that we’ve had some time to digest since the end of the conference, these are the topics that we’re still thinking about.

Topic 1: Adapting to shifting consumer behavior

Today, “uncommitted customers” make up a larger portion of the customer population than ever. These shoppers are value-conscious — they’re very intentional about the items they purchase and the stores they purchase from. Across numerous sessions at NACS, speakers focused on the economic factors driving these changes in consumer behavior and how retailers can win more of their business.

Though the headlines show inflation has cooled dramatically since its 2022 highs, multiple sessions at NACS highlighted how inflation is still a concern for shoppers today. Many consumers are cutting back on purchases of food away from home, even as the cost of groceries stabilizes.

To stay competitive, retailers must adjust to these shifts by offering the value that consumers are looking for. That can be accomplished in a few different ways — private labels, for example, can reduce prices for consumers without harming the retailer’s profit margin. Personalized promotions are another way to help consumers stretch their budgets without cannibalizing expected sales. 

Topic 2: Harnessing data for strategic growth and engagement

Surprise, surprise: Data is essential for decision-making. Most retailers would agree, but not all of them know how to use the data they collect to drive growth.

Loyalty data, benchmarking insights, and AI-powered tools all offer retailers the ability to improve their businesses. They can use the findings they collect to assess their performance, tailor their offerings, and improve experiences for customers. In particular, data can transform loyalty programs to create more personalized and valuable experiences for members.

Topic 3: Importance of convenience and innovation

Today’s shoppers, especially those in Gen Z, are digital-first and make their decisions on the go. They prioritize tech-driven solutions that make things easy for them, like mobile ordering and tap-to-pay. Speakers at NACS emphasized that convenience stores need to be just that — convenient — in order to keep winning customers.

Additionally, shoppers expect c-store retailers to continue to innovate, both inside and outside the store. Partnerships with delivery platforms, for example, can help to keep up with consumer expectations for fast and frictionless transactions. Ordering kiosks, meanwhile, can encourage customers to order more. 

Topic 4: Redefining value and loyalty

Finally, several sessions explored the shifting landscape of value shopping and loyalty programs. For today’s shoppers, “value” is about more than just the price — though prices do play a large role, to be sure. But additionally, customers are also looking for curated, personalized experiences, high-quality private labels, and loyalty programs that provide tangible benefits.

Retailers need to meet value-conscious customers with value, and that does not just mean discounts. Focusing on private label expansion, experiential loyalty programs, and personalized recommendations can enhance customer satisfaction and drive long-term loyalty.

Great conversations and fun times

It wasn’t all business in Vegas; we also had a great time connecting directly with retailers! 

LinkedIn Live from NACS with GetGo

At the Upside booth, we hosted a LinkedIn Live conversation with Joel Hirschboeck, SVP of fuel at GetGo. During the conversation, Joel shared how his team thinks about winning “uncommitted customers.”

With Upside’s personalized promotions, GetGo has earned 12x more visits from its least loyal fuel customers. Further, 62% of the new and non-loyalty shoppers delivered by Upside went on to join the chain’s myPerks program.

“What we found was working with Upside actually got us the opportunity to talk to new customers and different customers, versus us continually talking to ourselves,” Joel said. 

Retailer happy hour

In the evening, we gathered retailers to relax and unwind in a unique venue just off the Strip. We hosted retailers from both NACS and Groceryshop (happening at the same time across town) together at AREA15, an immersive entertainment venue with ax throwing, a golf simulator, and Omega Mart, an art installation from Meow Wolf.

Do these topics resonate? 

Let’s keep the conversation from NACS going. Get in touch with our team to discuss your priorities heading into 2025.