Kohl’s CEO Michelle Gass: People Are Underestimating the Return of Stores

For Kohl’s CEO Michelle Gass, 2021 is looking brighter and brighter. “While the past year has been very difficult time for so many, we are emerging stronger out of the pandemic, with the moves we’ve made, the new brands we attracted,” said the exec, speaking today during the NRF Retail Converge conference. “Overall, I just I have so much conviction about our strategy.” Indeed, the retailer has had a stellar start to the year, recording $3.89 billion in revenue for its fiscal first quarter ended May 1, besting analysts’ predictions for $3.48 billion in sales. And Gass sees major upside ahead as the vaccine rollout continues and Americans are able to resume their normal lives. “Customers are going to be excited to come into stores, to browse, to discover how social experience shopping can be fun,” she said. “Stores are going to have a renaissance, so to speak. And I think people have been underestimating how that is going to unfold.” She acknowledged, though, that consumers have become accustomed to the digital shopping experience and the convenience of services like curbside pickup and BOPIS (buy online pickup in-store). “We’re still going to offer those conveniences,” Gass said. But at the same time, the CEO explained,

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