Frank Gleeson on 3 Forces Shaping the Future of Convenience

As the convenience industry continues to evolve, foodservice, technology and advocacy are several powerful levers the industry can pull to advance the future of the channel. NACS President and CEO Frank Gleeson recently shared his perspective on how these forces intersect—and why they matter now more than ever—during a recent Convenience Matters podcast.

Foodservice: A Competitive Advantage Hiding in Plain Sight

Gleeson believes the industry is uniquely positioned to compete head-to-head with quick-service restaurants (QSR). He emphasized that foodservice is no longer a supporting act in convenience—it’s a strategic differentiator.

“We are a threat to QSRs,” Gleeson said, pointing to the convenience industry’s unmatched locations with the best real estate as well as speed of service. While fuel-only customers may visit once a week, food and beverage customers make decisions on where to eat multiple times a day, creating opportunities for frequent engagement and loyalty.

Gleeson emphasized that winning in foodservice isn’t about copying restaurants, but about understanding convenience customers—what they want, when they want it and how easily it can be delivered. Retailers that invest in quality, consistency and execution can turn foodservice into a growth engine rather than an add-on.

Also, operators should think about what food they are famous for—or can be famous for. One advantage QSRs have is that everyone knows the type of food they offer: burgers at McDonald’s, chicken at KFC, etc. Convenience stores have the ability to do the same thing with their foodservice and become a can’t-miss stop for consumers.

Technology: Future-Proofing the Industry

Technology plays a critical role in helping retailers meet rising consumer expectations. Gleeson stressed that innovation doesn’t always mean dramatic transformation; often, progress comes from incremental improvement.

“We’re thinking about how we can improve 1%,” he said. “When you aggregate those, then you become 10% or 20% better.”

Gleeson highlighted several NACS-supported initiatives designed to help retailers move at pace, including Thrivr, TruAge® and Prospr, a digital coupon platform. These tools aim to modernize operations, protect age-restricted sales and unlock more personalized engagement with customers.

The goal, Gleeson said, is not technology for technology’s sake, but solutions that help retailers solve a need and stay relevant and resilient as consumer habits continue to shift.

Advocacy: A Defining Moment for the Industry

Advocacy remains a cornerstone of NACS, and Gleeson believes the industry is approaching a pivotal moment—particularly around swipe fees and competition.

He called the Credit Card Competition Act (CCCA) a potential breakthrough, noting years of groundwork by the NACS government relations team. Bipartisan support and renewed momentum from President Trump’s endorsement of the bill have brought the issue into focus, but Gleeson emphasized that success depends on industry-wide engagement.

“It won’t happen without everybody in our industry participating and advocating,” he said, urging retailers to stay involved and be vocal with their members of Congress.

Convenience is About the Consumer

At the heart of all three priorities is the consumer. “We are the only industry that actually sells a concept called convenience. It’s very broad—but it captures what we do. That was true 20 years ago, it’s true today, and it will be true 20 years from now.” Gleeson said.

By strengthening foodservice, investing in smart technology and defending the industry through advocacy, Gleeson believes convenience retailers are well positioned not just to adapt, but to lead.