3/14/2025

Marking five years: COVID and the convenience store revolution

Reflecting and looking ahead to how the pandemic shaped the c-store channel in Canada.

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As we mark the fifth anniversary of the COVID-19 shutdown that reshaped the Canadian retail landscape, it's time to reflect on the shifts that have transformed the convenience store sector since March 2020.

The great pivot: From corner shop to digital convenience

When the world shut down, convenience stores faced an unprecedented challenge. The immediate response? A massive pivot to enhanced services serving local communities in new ways as well as looking to digital solutions. Convenience stores, once the epitome of grab-and-go shopping, quickly adapted to serve a new purpose in the community.

Key adaptations:

Expanded delivery services, often partnering with third-party platforms
Digital loyalty programs to incentivize repeat customers
Curbside pickup options to minimize in-store traffic

Shifting consumer priorities

Convenience stores saw a surge in demand for:

Essential household items like pantry staples, and who can forget the hoarding of toilet paper
Personal protective equipment (masks, hand sanitizers)
Local and Canadian-made products
Health-conscious and immune-boosting foods

Long-term transformations

As we emerge from the immediate crisis, several long-term trends have solidified in the convenience store sector:

Experiential micro-moments: Convenience stores are now offering new services such as coffee bars, fresh food stations, and even small seating areas to enhance the customer experience.
True omnichannel platforms: Convenience stores have integrated digital ordering with in-store pickup, creating a fluid shopping experience.
Hyper-local focus: stores are tailoring their offerings to neighborhood preferences more than ever and becoming true community hubs.
Supply chain resilience: Stores have diversified their supplier base, with a particular emphasis on supporting local Canadian producers.

The new consumer landscape

Convenience stores are responding by:

Offering bulk-buy options and the introduction of new categories (e.g., alcohol in Ontario)
Implementing dynamic pricing strategies
Enhancing fresh food offerings to compete with quick-service restaurants

Workforce evolution

The convenience store workforce has not been immune to change either. Stores are investing in:

Advanced training programs for multi-skilled employees
Technology integration to streamline operations
Employee wellness initiatives to boost retention and satisfaction

Looking ahead

As we reflect on these five years of transformation, it's clear that the convenience store industry's ability to adapt has been impressive. The future of convenience retail lies in embracing these changes while never losing sight of the core principles of customer service and community value. For convenience stores, we anticipate:

AI-driven inventory management to optimize stock levels
Automated checkout systems for faster transactions
Personalized marketing through loyalty apps and in-store beacons
Sustainable packaging initiatives to meet growing environmental concerns

Pandemic-related headlines from 2020

Bare store shelves, long lines amid coronavirus stockpiling

When Harmony Samra went to her local No Frills Thursday afternoon in Toronto to pick up some food, she wasn't prepared for the chaos inside, where customers were filling multiple carts seemingly with anything they could grab off the shelves.
Essential services: Cross Canada update

C-stores and gas stations across the country remain open under ever-changing guidelines, according to the Convenience Industry Council of Canada's Coast to Coast Update.
Retailers shutter doors, restaurants limit services amid coronavirus outbreak

A slew of store closures and service limitations were announced by retailers and restaurant chains on Tuesday as politicians and health authorities urged Canadians to avoid unnecessary outings in order to slow the spread of novel coronavirus.All Hudson's Bay stores will for close for two weeks - beginning immediately - and the company will reassess the situation after two weeks, Hudson's Bay Co.
Retailers prepare for coronavirus stockpiling

Disinfectants, bottled water and canned goods are flying off shelves and Nielsen says this will likely shift to shelf-stable and frozen foods, tooRetailers are bracing for a run on staples like water and canned goods as consumer fears about the coronavirus continue to escalate, with Nielsen predicting it will have an “almost immediate” effect on supply chains for the most sought-after items.Nielsen said in a report that efforts to build so-called “pandemic pantries” have been particularly pronounced in China, the U.S.
7-Eleven increases franchisee support during COVID-19 crisis

7-Eleven Inc.
C-stores deemed essential businesses in Ontario

C-stores are among the retail operations permitted to remain open in Ontario in the wake of the Province's decision to close all non-essential businesses for 14 days.
Essential services: Convenience and gas are open for business across Canada

C-stores and gas stations across the country remain open under ever-changing guidelines, according to the Convenience Industry Council of Canada's Coast to Coast Update.
A clear set of guiding principles help Alimentation Couche-Tard navigate COVID-19 crisis

In a statement outlining its business stance in the wake of COVID-19, Alimentation Couche-Tard says it is adhering to a clear set of guiding principles as its business navigates the COVID-19 outbreak.“During these troubled times, Couche-Tard is committed to being part of the solution in the communities where we work and live.
Ontario retailers adjust to new rules, non essential goods off limits to shoppers

The latest emergency measures enacted by the province reinforce the message that people should only be shopping for essential items.
Pivoting with POS

Greater convenience and better data make current POS essential tools to success At Calgary’s new iWash, operator Kunal Patel sought simplicity and he found it with his Point-of-Sale (POS) system.
Bare store shelves, long lines amid coronavirus stockpiling

When Harmony Samra went to her local No Frills Thursday afternoon in Toronto to pick up some food, she wasn't prepared for the chaos inside, where customers were filling multiple carts seemingly with anything they could grab off the shelves.
OLG shares best practices for lottery sales during COVID-19 pandemic

The Ontario Lottery and Gaming Corporation today released a directive of best practices design to reduce risk and help prevent the spread of COVID-19.
You are serving the needs of Canadians during the COVID-19 crisis

Dear readers, It’s an extraordinary time for individuals and business owners across Canada and around the world.
Exclusive research shows COVID-19 is driving shoppers into c-stores

Among the many change-of-life impacts of the COVID-19 coronavirus pandemic, convenience stores are seeing an increase in shoppers who typically would go to supermarkets for their grocery needs.According to a new study conducted by Convenience Store News Canada's parent company, EnsembleIQ, 15% of shoppers said they are more likely to shop at convenience stores for groceries due to the pandemic.
C-stores adjust foodservice offerings during COVID-19 crisis

Convenience stores across Canada are scaling back foodservice operations during the COVID-19 crisis.Self-serve food items are closed or modified under provincial health guidelines and mandated closure orders.