Let’s talk air conditioning and ice cream. On the seventh night of a week in which our home’s new HVAC unit went on strike, my daughter and I took a drive to cool off and get milkshakes, past closing time for the local QSRs. Luckily, 7-Eleven was open, well 24/7, and a nearby store had a self-serve f’real shake machine. (You haven’t lived until you’ve tried one. Seriously!)

So, we are in 7-Eleven well past bedtime, and it’s bustling, and I’m thinking that most of the customers coming into the store this time of night are what the NACS/Coca-Cola Retailing Research Council (CCRRC) calls c-store loyalists in its report “Embracing Modern Convenience: Responding to Shopper Needs” (see our coverage in “Delightful Convenience”).

It’s crucial to continue to value loyalists—folks like my electrician father—while courting moms on the go and people who don’t typically shop at c-stores.

Fast forward a week, and I’m in a Wawa with my son one early morning, and it’s humming with people stopping in for a coffee, energy drink or breakfast sandwich, and the self-order kiosks are seeing a lot of action. Again, lots of loyalists, with busy parents and millennials mixed in—two consumer groups to watch, the CCRRC report says.

To woo new customers, c-stores have been expanding foodservice operations and stocking healthier options alongside longtime staples. At the same time, though, it’s crucial to continue to value loyalists—folks like my electrician father—while courting moms on the go and people who don’t typically shop at c-stores. Loyalty programs are a key way to get to know your customers and make them feel welcome, as we detail in “Leveraging Loyalty.”

Sustainability is a growing concern among modern consumers, especially millennials and Gen Zers. Our cover story examines the history of plastic packaging, the backlash against single-use plastics and the movement toward a circular economy. There’s advice for convenience retailers who want to understand just how much plastic is in their stores and find ways to reduce the amount, plus a look at what consumer packaged goods companies are doing to make a difference.

Convenience retailers are trying innovative approaches to grow their businesses, whether offering in-house bars or to-go alcohol slushies (see “Raising the Bar”), teaming up with food trucks (see “Four Wheeling”) or making big bold bets on quality food and top-notch staff as Reitan Convenience Denmark, the 2019 NACS International Convenience Retailer of the Year, has done (see “Danish Transformation”).

Finding the right people for your team is still challenging. High schoolers are an untapped group to recruit as we discuss in “Next-Generation Workers.” Finally, remember to take time to celebrate your milestones—whether a new store opening, fundraiser for a local charity or your company’s anniversary (for inspiration, see “Celebrate Good Times”).

Speaking of celebrations, do you know what next month is? It’s NACS-Show-tober! If you’ll be there—of course you will—drop me a line. Or look for me late afternoon getting my f’real shake fix. I already have their booth number saved in the NACS Show mobile app. Have you downloaded yours yet?