Retail Property Marketplace 2025: Insights from Industry Leaders

Today, I had the privilege of attending the Retail Property Marketplace event at the Overseas Passenger Terminal at The Rocks, where I had the chance to meet and greet industry leaders, listen to insightful panels, and gain valuable takeaways about the evolving retail landscape.

A common theme emerged throughout the day: Retail is no longer just about selling products—it’s about creating experiences and fulfilling customer needs in meaningful ways.

From Market Stalls to Iconic Brands

One of the most inspiring talks came from Aaron and Kerryn Langer, the founders of Arms of Eve, a jewelry brand that started at Bondi Markets and has since grown into a thriving lifestyle brand with multiple retail stores. Their story resonated deeply, showcasing how retail success goes beyond just offering a product—it’s about building a brand that customers emotionally connect with.

Another fascinating speaker was Andy Worley, founder of Sheet Society, who immigrated from the UK and launched a bed linen company driven by his frustration with ill-fitting sheets. By combining his personal need with his wife Hayley’s fashion design expertise, they created a solution that customers didn’t even know they were missing—until they experienced it.

Retail as an Experience, Not Just a Transaction

Key industry experts such as Blaine Callard (CEO of Freedom) and Nick Gray (Founder of IGU Global) emphasized that retail is no longer just about having a brick-and-mortar presence—it’s about delivering an experience that engages customers on an emotional level.

Nick highlighted two core customer behaviors:

• Cognitive default: A transactional mindset, like grocery shopping.

• Emotional default: When customers buy based on feelings, emotions, and motivations rather than just the product itself.

The challenge? Understanding the customer beyond demographics—diving into their psychographics, emotions, and lifestyle.

Brick-and-Mortar: A Key to Community Activation

Scott Moore from Scentre Group and Terry Roy (Founder of Peacock Retail) emphasized that physical retail is an opportunity to activate the community by offering what online shopping cannot—a tangible, sensory experience.

As Kerryn put it: “Stores are where clients are missing out online—the ability to touch and feel the product. Make it an experience.”

They stressed that successful retail activations should:

- Create excitement and drive word of mouth (which, as Nick pointed out, is more powerful than 1,000 online reviews).

- Leverage user-generated content, which Terry mentioned is 2 to 4 times more effective than brand-generated content.

- Utilize short-term pop-ups to spark curiosity, engagement, and community interaction.

The Strategy Behind Successful Pop-Ups & Retail Spaces

Scott emphasized that a clear strategy is key for any retail activation, whether it’s a pop-up or a permanent store. Brands must define their primary goal:

• Grow brand awareness

• Drive sales

• Build a long-term retail presence

Retail success, they all agreed, is a blend of art and science, driven by customer data, creativity, and emotional connection.

The Role of AI in Retail: A Tool, Not the Solution

AI is a game-changer for retail, but the challenge is maintaining human trust while leveraging technology. As Blaine and Nick put it:

“Humans buy with emotion and justify with logic later. We rely on trust anchored to an emotion and build the path to fulfill that need.”

AI should enhance the customer experience, not replace human interaction. People connect with brands emotionally, and that connection comes from real human engagement, not just automation.

Empowering Retail Teams: The Key to Customer Loyalty

Aaron made a crucial point: Winning a customer is difficult, so losing them due to poor service is almost a crime.

Retail teams must be empowered with the right tools and training to:

- Understand the product inside and out

- Deliver exceptional customer experiences

- Create personalized, memorable interactions

As Blaine put it, “We need to know our customers the way butchers used to know their regulars in the ‘60s and ‘70s.”

Regional Retail: A Growing Opportunity

Mel Green from Country Road Group, Elizabeth Galle from Region Group, and Vanessa Wilmot from Geotechnical Information Services discussed the exciting opportunities in regional retail expansion. While high costs may be a challenge for city-based retailers, regional growth presents new opportunities as more people relocate to these areas.

The key to success in regional retail? Understanding the local community intimately and tailoring offerings to their needs.

The biggest challenge according to Mel? Attracting and retaining long-term staff—a crucial factor for sustainable growth.

Final Takeaways: The Future of Retail

This event reinforced one powerful message: Brick-and-mortar retail is not dying—it’s evolving.

The future belongs to brands that create memorable experiences, leverage AI smartly, and deeply understand their customers’ emotions and motivations. Success lies in the human touch, strategic brand activations, and using data to enhance—not replace—the customer experience.

I left the event feeling inspired and ready to apply these insights to my own journey. What are your thoughts on the future of retail? Let’s keep the conversation going!