Bridging the Generational Divide: How Retailers Can Thrive with Employees and Customers of Every Age

Today’s retail landscape is shaped by multiple generations — from Baby Boomers to Gen Z and now Gen Alpha on the horizon. Each group brings unique expectations, values, and behaviors as both employees and customers.

For retailers, the challenge (and opportunity) lies in understanding these differences and creating strategies that foster a strong, multigenerational workforce while also delivering shopping experiences that resonate across age groups.

This session explores how retailers can embrace generational diversity to strengthen team dynamics, optimize operations, and increase customer loyalty and sales. Attendees will learn:

• Generational Insights: What defines today’s key generations (Boomers, Gen X, Millennials, Gen Z) as both workers and shoppers.

• Workforce Strategies: How to recruit, retain, and motivate employees across age groups.

• Customer Engagement Across Generations: Tailoring service, communication, and experiences to match different consumer preferences.

• Breaking Stereotypes: Avoiding pitfalls and embracing the strengths each generation brings.

• Creating a Unified Strategy: Balancing differences to build stronger store culture and drive sales.

Retailers that understand and embrace generational differences will be better positioned to serve diverse customers, reduce employee turnover, and create inclusive, thriving environments that fuel growth.