Retail & Consumer Experience
Our retail designers and strategists deliver seamless, connected shopping experiences across platforms and maximize engagement between brands and customers. Through our total retail service, we refresh offerings and experiences as market demands evolve.
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Competition for people’s money, attention, and time is higher than ever. To be a successful retailer, you have to offer something that is differentiated — not just from your competitors, but from your digital presence.
—Tyler Winograd, Retail & Consumer Experience leader
27 Items
Kayanee
Riyadh, Saudi Arabia
Kayanee, a pioneering fitness and sports lifestyle brand focused on women’s health, has launched a visionary flagship concept store and studio in Riyadh.
UGG Knightsbridge
London, United Kingdom
Gensler collaborated with UGG to design their new flagship store in Knightsbridge, London, enhancing their image as a global fashion lifestyle brand with pur...
Adorn
Denver, Colorado
Adorn is a vibrant, whimsical retail and gathering space, created to inspire and connect the design community through a unique collection of iconic objects, local art, and personalized styling services.
Wilkes Bashford Flagship Store
Palo Alto, California
Wilkes Bashford is a new flagship store at the Stanford Shopping Center in Silicon Valley that seamlessly fuses luxury, warmth, and personalized service.
Topara Concept Store
Bogotá, Colombia
TOPARA’s new Bogotá store, designed by Gensler, creates an emotionally resonant retail experience centered on engaging its adventure-bound customers.
NEXT Lakeside
West Thurrock, Essex, United Kingdom
NEXT’s 80,000-square-foot redesign by Gensler reimagines a former department store into a vibrant retail destination. This marks an exciting new direction for NEXT — a fresh vision for how the brand appears in large-format, anchor locations.
Flagship Totto Topara
Bogotá, Colombia
Totto’s flagship store in Bogotá is an urban landmark in one of the city’s most iconic areas that seamlessly merges three brand universes with unique experiences on each level.
Talyard Brewing Co.
Sugar Land, Texas
Talyard Brewing Co. emerges as a vibrant community anchor, celebrated for its exceptional craft beers and welcoming atmosphere.
TOCA Social Birmingham
Birmingham, United Kingdom
TOCA Social Birmingham transforms the Bullring into a dynamic hub of immersive football themed entertainment, fostering connection and revitalising the city.
UGG Xintiandi Flagship Store
Shanghai, China
The new UGG Xintiandi flagship in Shanghai, designed by Gensler and Deckers, is an immersive experience retail space centered on community and brand building.
Wayfair
Wilmette, Illinois
Wayfair’s first large-format store offers an immersive shopping experience that sets a new standard for retail experiences and makes customers feel at home.
Forever 21 Flagship Store
Escazú, San José, Costa Rica
Gensler brought to life Forever 21’s flagship store in Costa Rica which strengthens its connection to customers through a simple yet elegant store design.
Terry Black’s Barbecue & Opal’s Oyster House
Waco, Texas
The Black family partnered with Gensler to convert an old plumbing warehouse into a one-of-a-kind barbecue experience.
NBA Store London
London, United Kingdom
The new NBA flagship store on Oxford Street features interactive retail and community space that creates an experience and enhances NBA’s fandom.
Bar Bludorn
Houston, Texas
The team behind Bar Bludorn partnered with Gensler to design a 5,000-square-foot, sophisticated yet approachable space.
Cadillac City, Zurich
Zurich, Switzerland
Cadillac launched its new all-EV range into the European market with its first experience center and family-friendly community space in Zurich.
The Egyptian Theatre
Hollywood, California
Gensler collaborated with Netflix to redesign the architectural interiors, signage and wayfinding, and narrative storytelling exhibit of The Egyptian Theatre.
Costa Coffee
Multiple U.S. Locations
Costa Coffee, a renowned British coffeehouse chain, embarked on a venture to further its brand through Costa Coffee stores tailored to American audiences.
Café Joyeux
New York, New York
Café Joyeux is a not-for-profit inclusive café that employs and trains people with disabilities where vibrant design meets accessible, functional space.
Jidu Experience Center
Beijing, China
Jidu Experience Center at Taikoo Li Sanlitun is a next generation brand experience center for the intelligent car 3.0 era.
Bottega Nunciatura
San José, Costa Rica
Gensler assisted the client in creating the new concept for Bottega Nunciatura, a satellite store focused on importing select gourmet products and wines.
NBA Store Sydney
Sydney, Australia
Gensler worked with Lids to design the Sydney flagship NBA store at 5 Martin Place, one of Sydney’s most iconic heritage sandstone buildings.
NBA Store Berlin
Berlin, Germany
Designed by Gensler, the NBA Store Berlin strengthens the fandom and brand presence of the National Basketball Association in Europe, acting as a gathering hub for fans outside of the U.S.
Cosmic Bliss
Portland, Oregon
The design team worked closely with Cosmic Bliss to create their first brick-and-mortar and flagship scoop shop in Portland’s Pearl District.
Real Agave
Houston, Texas
Real Agave is a sophisticated new tequila lounge in Downtown Houston that brings an unexpected and attractive upgrade to a traditional Class A office building.
100 Stockton
San Francisco, California
100 Stockton Street is a repositioning project of the former Macy’s Men’s Store, located steps from the iconic Union Square in San Francisco.
NBA Store Paris
Paris, France
Gensler’s Retail design team worked with Lids to design the new NBA (National Basketball Association) flagship store in Paris, situated within a historic building in Paris’ Latin Quarter.
INSIGHTS
Blog
Beyond the Screen: Making Digital Beauty Brands Shine in Real Life
How digital-first retailers can navigate the crucial transition of a brand into physical space.
Blog
Reinventing the Strip: How to Make Everyday Retail Irresistible
What makes a strip mall “successful”? Discover the formula for staying local, lively, and loved.
Blog
How Journey Mapping Shapes Design Opportunities for the User
Journey mapping is more than a tool. It helps teams visualize how users move through systems, spaces, and services over time, capturing not just what users do, but how they feel, what they expect, and where they encounter friction or delight.
Blog
Designing Tomorrow’s Shopping Centers: Global Ideas From Kuwait, Costa Rica, and Beyond
Around the world, developers are experimenting with new models that expand the meaning of “retail.” For U.S. retail designers, these examples offer valuable lessons for an era defined by shifting consumer behavior, climate pressures, and the need to create authentic community experiences.
Blog
Reenvisioning Retail Centres: Lessons From China for the Middle East
We explore how key lessons from China’s retail evolution can reshape the future of retail centres in the Middle East.
Blog
The Evolving Role of Hotels in Retail-Driven Mixed-Use Environments
Hotels within mixed-use developments are becoming curated retail destinations and dynamic contributors to a vibrant urban experience.
Blog
5 ‘Out of the Box’ Strategies for the Retail Real Estate Market
As big box retail closures mount, here’s a look at five unique uses to repurpose large, vacant spaces in a changing landscape.
Blog
Latin American Malls: The New Town Square
Malls across Central and South America are layered, experience-rich destinations that bring people together.
Blog
The Value of Time in Retail Environments
Time is a precious commodity, and brands that understand its value and choreograph both fast and slow retail experiences will thrive.
Blog
What Do Consumers Want? Gensler’s U.S. Consumer Experience Report Uncovers Key Insights
Gensler’s latest consumer research delves into how design can impact human experiences for the better.
Blog
What Retail Can Learn From Chinatown: 3 Ways to Create Thriving Third Places
Looking towards San Francisco’s Chinatown as a case study, here are three key strategies to create a thriving third place.
Blog
The New Era of Retail Banking Is Here
To stay relevant, banks must transform branches into spaces that go beyond transactions, creating experiences that resonate with a new generation of consumers.
Blog
5 Design Considerations for Authentic Specialty Market Experiences
Though the retail and dining sector has struggled with pandemic recovery and rising costs, the specialty markets subcategory is thriving.
Blog
Avoiding Fear-Based Decision-Making to Foster Positive In-Store Retail Experiences
How deliberate design decisions can boost brand recognition and connect with customers.
Research
U.S. Consumer Experience Report 2024
We integrated the perspectives of over 2,000 U.S.-based consumers with the latest thinking from our Design Leaders to gain fresh insights on what makes a great consumer experience worth it.
Trends in Retail & Consumer Experience
Stores go beyond product to become cultural landmarks.
Successful in-person experiences are no longer just about shopping, but extensions of the brand itself. From lining up at a streetwear flagship to visiting a café run by a luxury label, the value of being there is tied to belonging and identity.
Ownership gives retailers a competitive advantage.
By owning real estate, retailers gain unprecedented freedom to test new formats, pivot quickly, and extend into hospitality, culture, and lifestyle. With greater control comes the license to continually reinvent, turning physical space into a canvas for experimentation and innovation.
Retailers harness the power of positive friction.
The best destinations aren’t frictionless — they embrace “good sticky.” An unexpected queue, an immersive installation, or a social moment that slows you down creates the kind of memory that makes the trip worth it.
Premium brands build lifestyle ecosystems.
Luxury brands are no longer just about products. They are immersive ecosystems that include cafés, hotels, museums, airport lounges, and even private planes. Flagship stores evolve into cultural anchors, while loyalty is a form of social currency. What matters most isn’t only what you buy, but the branded worlds you’re invited to step into.
RETAIL & CONSUMER EXPERIENCE LEADERSHIP
Michael Gatti
Retail & Consumer Experience Leader, Principal
Michael Gatti is a Global Retail & Consumer Experience Leader and Principal based in Gensler’s New York office.
Aaron Birney
Retail & Consumer Experience Leader, Design Director, Principal
Aaron Birney is the Global Retail & Consumer Experience Leader and Design Director based in Gensler’s Los Angeles office.
Lara Marrero
Strategy Director, Retail Leader, Practice Area Community Leader, Principal
Lara Marrero is a Strategy Director, Retail Leader, and Practice Area Community Leader for Gensler’s Europe region with over 20 years of experience across retail, brand, hospitality, and entertainment.
NEWS
In The Media
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The Creative Retail Awards
Gensler-Designed Kayanee Recognized by The Creative Retail Awards
The Creative Retail Awards recognized Riyadh’s Kayanee flagship store, designed by Gensler, with the 2025 Highly Commended Award in the Retail Experience category.
September 29, 2025
In The Media
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Gulf News
The Future of Retail Design in the Middle East
Gensler’s Todd Pilgreen discusses future-ready retail environments in the Middle East that serve as commercial spaces, as well as urban and cultural anchors that strengthen communities.
August 12, 2025
In The Media
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Retail Insider
Simons To Open First Toronto Store Featuring Gensler-Designed Interiors
Retail Insider shared that Simons, the oldest family-run business in Canada, plans to open its first Toronto store at Yorkdale Shopping Centre. Featuring interiors designed by Gensler, the store will showcase international designers, as well as local brands and artists.
July 24, 2025
In The Media
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Frame
How the Gensler-Designed TOCA Social Aims To Make Football Culture for Everyone
Frame explores how the design behind TOCA Social in Birmingham redefines what a sports entertainment venue can be by creating a ‘‘high-energy, all-day destination rooted in football but designed for everyone.’’
July 07, 2025
In The Media
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Commercial Observer
Gensler’s Tyler Winograd Named One of Commercial Observer’s 2025 Top Young Professionals in Commercial Real Estate
Based in Gensler’s New York office, Winograd is a Retail & Consumer Experiences Studio Director who leads an interdisciplinary studio of creatives.
June 24, 2025
In The Media
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Modern Luxury
Modern Luxury Spotlighted Workplace Resource’s Adorn Retail Space and Work/Haus Showroom
Design Director Lindsay Malison describes how Gensler designed both spaces “to evoke a sense of wonder and excitement, making them essential hubs for Denver’s vibrant design community.”
June 05, 2025
In The Media
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Authority Magazine
The Importance of Making In-Store Experiences Feel Personal in Order to Create Trust and Stand Out
Gensler Retail & Consumer Experiences Studio Director Tyler Winograd discussed his work partnering with clients to reach their goals through “far-reaching projects that put them in the driver’s seat of radical change.”
April 21, 2025
In The Media
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Shop!
Shop! Design Awards Named Wayfair Chicago Store As the 2025 Store of the Year
The Gensler-designed retail space was also awarded Gold in the category for new or remodeled specialty stores over 25,000 square feet.
April 17, 2025
In The Media
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San Francisco Chronicle
San Francisco Chronicle Featured Jagalchi, a New Korean Food Complex in the Bay Area
Designed by Gensler, the 75,000-square-foot complex houses a grocery store with a “dizzying array of Korean products,” as well as a restaurant, two bars, bakery, butcher, seafood counter, and prepared foods section.
March 27, 2025
In The Media
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CNN Business
CNN Business Spotlights Gensler’s Vision for Reinventing Malls to Meet Gen Z’s Retail Expectations
The feature explores the reinvention of malls, with Gensler’s David Glover sharing insights on Gen Z’s demand for experiential retail and design trends.
February 21, 2025
In The Media
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Retail Touchpoints
How Malls and Retail Centers Are Transforming To Find New Relevance
Gensler Studio Director Tyler Winograd noted that Gen Z and Gen Alpha may begin their shopping online but they still demonstrate a “desire to experience those digital connections ‘IRL.’”
January 08, 2025
In The Media
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Rethink Retail
Rethink Retail Recognized Retail & Consumer Experience Leader Lara Marrero as a Top Retail Expert for 2025
The distinction honors professionals who are shaping the future of retail and driving meaningful change across the industry.
January 06, 2025
In The Media
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Retail Insider
Why In-Store Retail Spaces Must Be a Reflection of a Brand’s Uniqueness
Retail Insider published insights from Gensler Design Director Andrew Gallici on how a strategic design approach prioritizes the curation of retail space into digestible vignettes to lead the customer journey.
December 02, 2024
In The Media
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Design Insider
Design Insider Covered the New Gensler-Designed UGG Flagship Store in Knightsbridge
UGG’s new flagship store in Knightsbridge, London elevates the global fashion lifestyle brand “with purpose at the forefront.”
October 22, 2024
In The Media
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AN Interior
AN Interior Featured the New Gensler-Designed Bar Bludorn
Bar Bludorn in Houston puts “an upscale twist on taverns” with a luxe restaurant design that’s “geographically contextual.”
September 15, 2024
In The Media
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Disrupt Mag
Disrupt Mag Interviewed Gensler Retail Leader Lara Marrero About Her Perspective on the Future of Retail
Lara Marrero discussed the importance of human-centered design, why good design is good business, and why “we learn so much more from our failures than from our successes.”
September 05, 2024