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rise in popularity in the past few decades and convenience stores have improved their offer to become a genuine competitor on quality and price. Convenience stores have always been quick to adopt new trends, as in the communications category, including phone recharges – a category which, of course, has largely come and gone. Convenience retailers and suppliers have also been willing to invest in the development of their own products and promotions over the years. Had this ongoing innovation not been pursued at an industry level, convenience stores would have faced a similar bleak future to that of traditional milk bars. What shopper/consumer trend has had the biggest effect on the convenience industry in the past three decades? The growing acceptance among consumers that convenience stores are a genuine destination for quality food and beverages is the result of a major effort by retailers and suppliers, and this will continue. Convenience stores now attract regular breakfast, lunch, and dinner customers, and we’re a bona fide coffee destination. Which retailer and supplier brands have been most successful at meeting changing consumer needs over the years? It’s really a matter of seeing who’s still on the ground serving customers. All brands that operate today have had, and still have, success in meeting customer needs. While the pandemic puts unprecedented pressure on all businesses, it’s a testament to the owners, staff, manufacturers and suppliers to our industry that so many convenience stores remain open and ready to serve their local communities. Today’s industry players have all have developed modern, clean and bright stores that have appealing offers for customers on the go. As each company innovates and improves, the halo effect across our industry continues to be a positive one. How has the gender balance in the industry changed over the years? Once heavily skewed towards males, the latest research AACS commissioned, in 2019, shows that the ‘loyal’ customers to the convenience channel are 54 per cent male and 46 per cent female. So, there’s still a gap, but the balance has greatly improved as the quality of offers, attractiveness and comfort of store environments, and freshness of products have been developed. From an employee perspective, the convenience industry has always provided career opportunities for men and women, young and old, in local communities across the country. Nevertheless, the balance has levelled in recent years, women are represented on the AACS Board, and our AACS Women in Convenience program is an important networking, business development and awards platform to support the many talented women in our industry. What role does AACS play in supporting women in convenience? The AACS Women in Convenience program was developed as a dedicated and resourced networking initiative for the many talented women working in our industry, at all levels of experience and seniority. Prior to COVID-19, regular events and panel sessions were held with guest speakers, providing an opportunity for women to meet in a social environment, discuss issues, workshop solutions and generally support one another in their respective careers. These will be re-established. The program also integrates the AACS Women in Convenience Awards to recognise the women leaders in our industry, and those up and coming. AACS also coordinates the annual AACS Peter Jowett Convenience Industry Award, which challenges young future leaders in our industry to develop workable, practical solutions to real-life challenges in a collaborative way. Each of the past few winning entrants have featured highly capable young women who will one day take our industry forward. There are always fluctuations in different categories and markets, but if you had to name one year of the past 30 as the most ‘successful’ for the Australian convenience industry, which would it be? Why? The industry has grown from just over $400 million in merchandise sales in 1991 to $8.6 billion in 2018. Store numbers have grown from 450 to 6,600 over the same period. As an industry, we’ve achieved steady growth year on year. Categories have always fluctuated. For instance, at the height of the communications category, it was very successful for our industry, being one of the top three. In recent years, coffee has become a major seller and destination driver. It’s difficult to isolate one year as standing out from the rest, because there have been many highlights. In 1995, Schweppes launched the Oasis product, which gave rise to what we call the ‘new age drinks’ category, which plays out in stores to this day. Fast forward to 2004 and energy drinks were the fastest growth segment in beverages as Red Bull and V made up 85 per cent of energy drink sales and 19 per cent of total soft drinks. Calendar year 2015 was an important one, too. Convenience outpaced the growth of the grocery channel for a third straight year, which was a milestone moment. What lies ahead for the Australian convenience industry? Though it will continue to evolve, the future for the convenience industry is very positive. In fact, our capacity not only to adapt to, but also shape, consumer behaviour is a real strength of our channel. The coronavirus pandemic has laid bare the importance of convenience to Australians and the capacity for our industry to navigate and adapt to changing circumstances. Ranges will change, the influence of new technology will continue to shape our offer, and the onset of electric vehicles and sustainability will change fuelling in the future. Food and beverages are still very much future drivers for our industry. We’re an industry that prioritises innovation, and this innovation will continue to anticipate customer needs and endeavour to satisfy them. Our core value proposition is convenience: we save customers time, we’re open when they need us, and, just as in 1990, we continue to play an important social role in local communities across Australia. EXCLUSIVE INTERVIEW MAY/JUN, 2020 CONVENIENCE WORLD 13