The Big Changes in Shopping are Here: My Thoughts on How Stores Can Succeed

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As someone who lives and breathes retail, I’ve seen plenty of trends come and go. But what’s happening right now feels different. It’s not just one small shift; it’s a complete change in how we shop, connect with businesses, and decide what’s worth our money. The speed of this change around the world is amazing, but when I look at our local Australian market, I see a unique and exciting story happening right here. It’s a lot for stores to keep up with, but I believe the chances to do well have never been greater for those ready to change.

The Smart Helper in Every Aussie’s Pocket

Let’s talk about the biggest change of all: Artificial Intelligence, or AI. You can think of it as the smart technology in our phones and computers. For years, “personalization” in shopping just meant getting an email with your first name on it. Now, AI is making shopping feel like it’s truly designed just for you, and that’s what people are starting to expect.

Here in Australia, the story is really interesting. A new report from Adyen for 2025 found that the number of Australians using AI to help with their shopping has jumped by 45% in the last year. That means one in three of us are now using this smart tech to plan meals, choose outfits, or find new brands. What’s really surprising is how quickly older Aussies are using it too, with a huge 65% increase for Baby Boomers and Gen X.

But here’s the catch. While we, the customers, are loving it, many stores are falling behind. The same report showed that only about a quarter of Australian retailers plan to spend money on AI to help them sell things in the next year. To me, this is a massive opportunity. Customers are ready. They’re already using the technology and have said they want it to help them find new products. The stores that start using AI to help their customers won’t just look smart; they’ll be giving people what they’ve clearly asked for.

Bringing Online and In-Store Shopping Together

For a while, it felt like a battle between shopping online and shopping in a physical store. I’m happy to say that old way of thinking is finally over. The future of shopping isn’t just one or the other; it’s a smooth mix of both. It’s all about making sure customers have a great, easy experience no matter how they shop with you—on an app, on your website, or in your store.

Research from the company KPMG shows that many Australian shoppers now use both online and in-store options, but they expect it to be easy. They want the prices to be the same everywhere, to know if an item is in stock before they leave home, and to have easy ways to buy, like ordering online and picking up in the store.

I’ve been so impressed seeing Aussie stores like Country Road and Cotton On do this so well. They’ve gone beyond just having a website and a physical shop. They’ve connected the two. Their “click-and-collect” services are genuinely simple, their reward programs work the same online and in-store, and their staff in the shop can see what you’ve been looking at online to help you better.

This isn’t just a “nice-to-have” anymore. Other research shows that while we love shopping online for convenience, a huge 61% of us still prefer to go to a real store for things we don’t strictly need. We want to see and touch products, get advice, and just enjoy the experience. The stores that succeed will be the ones that use technology to make that fun, human part of shopping even better.

Shopping with a Conscience: Doing Good is Good for Business

If you think caring about the environment is just a small trend, you’re missing a huge part of modern shopping. It’s no longer just a buzzword; it’s a real reason why people choose one brand over another. I’ve noticed it in my own shopping. I now actively look for brands that are open and honest about how their products are made and how they affect the planet.

This is happening all over the world, and Australian shoppers are leading the way. A recent survey found that over 70% of us would rather buy from brands that show they care about their impact on the world. This isn’t about making false claims about being “green.” Customers are smart; they want real proof. We’re seeing more people look for official labels that show a product’s journey from where it was made all the way to the shelf, giving them real peace of mind.

Brands that truly care aren’t just doing the right thing; they’re building deep, lasting trust with their customers. This means rethinking everything from using less plastic in packaging to the products themselves. By selling products that are made responsibly and, most importantly, telling that story honestly, stores can connect with customers on a level that goes way beyond just the price tag.

Shopping today is more competitive than ever, but it’s also full of possibilities. The key, as I see it, is to see the big picture. Using smart technology, blending your online and in-store worlds, and showing you care about the planet aren’t separate jobs. They are all parts of the same puzzle: creating a modern shopping experience that feels personal, easy, and good.