LAS VEGAS-At the ongoing ICSC show here, a clear theme emerged from the insights of three leading executives: the retail and service landscape is being reshaped by a relentless focus on meeting consumers where they are-both physically and in terms of evolving expectations. The pandemic, shifting consumer values, and the accelerating pace of digital transformation have forced brands to rethink not just where they operate, but how they connect and deliver value in every interaction.
Andrew McCaughan, chief development officer of Shake Shack, reflected on the seismic reset that Covid-19 demanded of the restaurant industry. "We had to reset with Covid and rethink how to connect with our guests," he explained. For Shake Shack, this meant a dramatic pivot to drive-thrus and a renewed commitment to meeting guests in the rhythms of their daily lives.
The goal, McCaughan emphasized, is to provide a top-quality experience across every touchpoint, whether in-person or digital, ensuring that convenience and excellence go hand in hand.
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This notion of meeting customers’ changing needs was echoed by Dave McGlinchey, chief development officer at Sprouts Farmers Market. For Sprouts, the shift has been toward health and wellness, as more consumers seek out specialized, differentiated offerings. "We are a secondary shop," McGlinchey noted, highlighting that Sprouts doesn’t carry conventional brands but instead attracts shoppers looking for gluten-free and health-focused products.
The company’s strategy is to be both opportunistic and proactive, anticipating consumer needs before they arise and positioning itself as a go-to destination in a rapidly shifting market.
Adam Shane, chief development officer at Barry’s Bootcamp, described how the brand is navigating the migration of its core customers from urban centers to the suburbs. Traditionally an urban business, Barry’s now faces the challenge of expanding efficiently into new geographies while preserving the unique experience that defines the brand. Shane underscored the importance of adapting to new consumer behaviors, such as the desire for both speed and human interaction, and the need to embrace technology like self-order kiosks to enhance – not replace – the overall experience. “It is about what you experience before you check in," he said, emphasizing that the journey begins long before the workout starts. Shane is optimistic about the future, predicting that boutique fitness will thrive as consumers seek meaningful, in-person interactions in an otherwise digitized world.
Across these diverse sectors, the message is clear: success today means being nimble, open-minded, and deeply attuned to the evolving needs and locations of customers. Whether it’s through digital innovation, specialized offerings, or strategic expansion, these leaders are focused on delivering value and connection wherever their customers may be-reshaping the future of retail, dining, and fitness in the process.
Stay tuned for more from the ICSC Las Vegas event and check out the stories below you might have missed.
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Natalie Dolce
Natalie Dolce, editor-in-chief of GlobeSt.com, is responsible for working with editorial staff, freelancers and senior management to help plan the overarching vision that encompasses GlobeSt.com, including short-term and long-term goals for the website, how content integrates through the company’s other product lines and the overall quality of content. Previously she served as national executive editor and editor of the West Coast region for GlobeSt.com and Real Estate Forum, and was responsible for coverage of news and information pertaining to that vital real estate region. Prior to moving out to the Southern California office, she was Northeast bureau chief, covering New York City for GlobeSt.com. Her background includes a stint at InStyle Magazine, and as managing editor with New York Press, an alternative weekly New York City paper. In her career, she has also covered a variety of beats for M magazine, Arthur Frommer's Budget Travel, FashionLedge.com, and Co-Ed magazine. Dolce has also freelanced for a number of publications, including MSNBC.com and Museums New York magazine.
