Brick-and-Mortar

Retail has always been a human-centered business. Every sale, return, upsell and resolution depends on an employee’s ability to read emotion, respond appropriately, and guide a customer through an experience that feels both personal and efficient. As customer expectations rise, competitive advantage in retail is no longer defined by operational efficiency alone, but by how…

Ace Hardware, the world's largest hardware cooperative, has launched Hey ARMA, an artificial intelligence-powered assistant designed to support its nationwide in-store associates with real-time information and guidance. Operated through a handheld device, Hey ARMA provides associates with quick access to product knowledge, project advice, and recommendations, helping them to focus on solving customer problems and…

In episode 506 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Kathy Gagliano, executive vice president of merchandising at Books-A-Million, the second largest bookstore retailer operating more than 220 stores in the United States. The discussion begins with the history of the company, dating all the way back to 1917 (0:55). According to Gagliano, the…

Staples and Party City announced Tuesday a strategic partnership bringing Party City inside more than 700 Staples locations nationwide and on Staples.com, with plans to expand to additional stores by the end of 2026. The collaboration brings Party City’s selection of balloons, décor and party supplies together with Staples same-day print and marketing services. Customers…

Physical retail is fracturing into specialized formats. Some locations function as micro-distribution centers processing online orders. Others prioritize in-person engagement and product discovery. The shift isn't cosmetic. It reflects a fundamental change in why shoppers visit stores at all. Instant availability has become the baseline, and retailers are reconfiguring entire networks to match that expectation.…

At Shoptalk in Las Vegas last month, Total Retail Editor-in-Chief Joe Keenan spoke with Paul Toms, chief marketing officer at Wayfair, one of the world's largest destinations for the home. They delve into Wayfair's multifaceted growth strategy, including the opening of physical retail stores in Chicago and Atlanta (with more locations to come), as well…

Imagine this: a shopper walks into a store, spots a sleek digital display promoting a popular item, and makes a beeline toward it, only to come away empty-handed because the item is sold out. It’s a small moment, but one that leaves a lasting impression. While retailers have invested heavily in digital signage to modernize…

Despite seeing higher year-over-year sales, Zumiez has announced it will close additional store locations in 2026. The clothing, skateboard and apparel chain targeting teens and young adults released its fourth-quarter and full-year earning report earlier this month. The Lynnwood, Washington-based company said sales increased 4.5 percent in 2025. Zumiez shuttered 17 stores last year, and CEO…

The National Retail Federation (NRF) forecasts that retail sales in 2026 will grow by 4.4 percent over 2025 to $5.6 trillion, based on a newly enhanced forecasting approach developed in partnership with Oxford Economics, one of the world’s leading independent economic advisory firms. The announcement was made last week during NRF’s sixth annual State of…

Artificial intelligence is transforming customer experience (CX) online, but what about CX in the physical world? Frontline employees play a direct role in customer experience for retail brands. So far, these workers are underserved by digital transformation initiatives that could improve CX and employee experience. While most AI solutions are designed for knowledge workers interacting…