CPI ThoughtCast Season 2, Ep. 2

Retail & Change

The Rapidly Changing World of Convenience Stores: Insights from Brett Dworski of Industry Dive

In this episode of Retail & Change, host Joseph Lohmann, Director Marketing Communications at Crane Payment Innovations, sat down with Brett Dworski, a reporter at Industry Dive - to unpack the major trends reshaping convenience stores (C-stores) today. From skyrocketing mergers and acquisitions (M&A) to evolving food offerings, the C-store industry is in the midst of a transformation.

Click below to watch the full interview with Brett Dworski

1. Industry Giants & M&A Frenzy

Large players like 7-Eleven, Circle K, and Casey’s General Stores are aggressively expanding, often by acquiring smaller chains. Brett highlighted the scale of these acquisitions, sharing that major players now acquire both small chains and, increasingly, other large companies. In an unprecedented move, Couche-Tard, the owner of Circle K, has even set its sights on 7-Eleven, a deal Brett compared to “Adidas trying to acquire Nike.” He also noted that this consolidation trend won’t end anytime soon.

2. Food Goes Gourmet

Gone are the days when convenience stores were just quick stops for snacks and sodas. Today, many C-stores are transforming their food offerings to include upscale, made-to-order meals. Companies like Circle K have even acquired chains known for high-quality food. Brett shared that, “GetGo’s food program was a priority in [Circle K’s] recent acquisition,” as customer expectations around fresh, quality food continue to rise. “It’s no longer about grabbing a cold, gray chicken salad sandwich,” he joked, “but more about offering freshly prepared burgers, fried chicken, and unique side dishes.”

3. Addressing Labor Challenges with Technology

Labor retention is a constant struggle for C-stores, especially post-pandemic. Brett pointed out that many employees leave within three months, which has pushed companies to innovate in hiring and training practices. "Convenience store employees want to know the big points right away," he said, referencing insights from the Senior Director of Talent at 7-Eleven. C-stores are also experimenting with AI to streamline operations and improve communication, with tech tools like in-store AI analyzing customer interactions to pinpoint improvement areas.

4. Loyalty Programs: Not Just About Discounts

Customer loyalty programs are another evolving area. While they’re offered in many large chains, smaller independent stores often lack the resources. Brett emphasized that it’s about more than just discounts, explaining that loyalty programs need to be about the customer experience. "If that customer experience is rock solid, you're going to retain that customer for the long haul," he shared, underscoring the importance of creating memorable experiences over purely transactional perks.

5. The EV Charging Revolution & Bigger Stores

One of the biggest shifts noticed by Brett is the push toward EV charging and larger, travel-centered C-stores. With rising EV adoption, more stores are creating expansive layouts that can host charging stations. "We’re seeing more traditional C-store operators getting into travel centers and truck stops," Brett noted, explaining that these new locations need the space for EV charging infrastructure, which could reshape how C-stores serve on-the-go customers.

What’s Next?

The future of convenience stores will likely continue to reflect these themes—consolidation, enhanced food programs, advanced loyalty experiences, and a push for EV compatibility. While big chains will keep setting the pace, Brett concluded with a nod to the resilience of small stores. “It’s tough out there for independent operators, but they’re finding ways to build loyalty and stay competitive in their own ways.”

For more insights and to join the conversation on retail innovation, follow Brett Dworski on LinkedIn and follow Retail & Change on your favorite podcast platform, including Spotify.