Building a people-first future of convenience with HR expert Laura Varn and Attensi’s Greg Hull
As convenience retail continues its rapid evolution, one truth remains constant: great experiences begin and end with people. That message sits at the heart of this week’s Future of Convenience podcast episode, where hosts Carolyn Schnare and Dan Munford welcomed Greg Hull, managing director of retail and hospitality at Attensi, and Laura Varn, HR leader and industry speaker, for a wide-ranging conversation on culture, leadership, and the future of frontline work.
Convenience stores have transformed from transactional pit stops into sophisticated foodservice and retail destinations. With that shift comes heightened expectations from customers who now demand the same level of service they receive from quick-service restaurants and major retail brands.
Hull emphasized that this evolution requires more than better food or faster service, it requires a fundamental rethink of how employees are trained and supported with consistency. “There’s always a slight delta between what’s happening with a customer and somebody serving that customer,” he explained. “And in truth, that comes down to culture and how we keep the consistency of a culture versus the consistency of an offering.”
That distinction between systems and people was a recurring theme throughout the conversation. As operators adopt new technologies and AI-driven tools, both guests stressed that success ultimately depends on how well those tools empower frontline teams rather than replace them. Technology can streamline processes, but it cannot replicate confidence, empathy, or human connection.
Varn reinforced that point by highlighting the critical role of store leadership in shaping employee experience and retention. With turnover remaining a challenge across the industry, she argued that investing in people is no longer optional. “I think the future is going to belong to those that really understand how important it is to invest in their people and how in turn that will create experiences for customers,” she said.
The conversation also explored how generational shifts are reshaping expectations inside the store. Today’s workforce is looking for purpose, development, and visible growt, not just a paycheck. Operators who succeed, Varn noted, are those who move beyond task-based training and instead focus on coaching, engagement, and long-term career pathways.
Ultimately, while formats, technology, and consumer habits will continue to change, the heart of the convenience industry remains the same. The brands that win tomorrow will be the ones that understand how to blend operational excellence with authentic human connection creating stores that customers return to not just for convenience, but for experience.
Be sure to subscribe to The Future of Convenience on your favorite podcast platform. New episodes are released every other Tuesday and can be found wherever you find your favorite shows.
