Pauline Armbrust started Airport Retail News, an eight-page newsletter, in 1995 after hearing a soundbite about how much revenue airports in Europe were generating from their retail shops. American airports at the time were just discovering the potential in concessions, making it the perfect time to launch. As the industry evolved, so did ARN. Armbrust transitioned her newsletter into Airport Revenue News magazine in 2001 and started what is now the Airport Experience Conference a few years later. Two decades later, she sees an industry that focuses more intently on customer needs and wants, involves more local brands and embraces technology for the betterment of the traveler experience.

When the opportunity arose for Courtney Thornton to become in-house legal counsel for the board governing Louis Armstrong New Orleans International Airport, she didn’t even realize it had lawyers outside the city attorney’s office. That role exposed her to many opportunities in the industry. As Thornton began transitioning into a more customer-centered role, she’s had a front row seat as the industry became more technologically sound and savvy in meeting passenger needs for dining, check-in and convenience. Thornton focuses on opportunities that push forward those experiences for customers, that increase diversity throughout the airport industry and that provide wins for all involved parties.

Liz Dwernychuk is responsible for ensuring an exceptional passenger experience for travelers at Edmonton International Airport (YEG). In recent years, YEG has evolved - in its concessions program and overall design - to a venue that is reflective of its region. It’s an airport willing to pilot new ideas and seek non-traditional solutions. And, from an Indigenous Interpretive and Retail Center featuring educational exhibits and authentic art items for sale, to permanent art installations and a diverse selection of food and retail options, the airport reflects an industry-wide evolution toward making sure travelers have a unique experience with their needs met along the way.

As vice president of concessions at Orlando International Airport (MCO), Tracy Harris combines her skills in data analysis with her creativity and desire to help exceed passenger expectations. MCO’s evolution from a utilitarian concessions program into a passenger-focused venue offering a broad variety of brands and services culminated two years ago with the opening of Concourse C, which balances pre- and post-security concessions, offers immersive media experiences and provides passengers a spacious, comfortable way to travel. Now, the airport is working on a master plan to bring its A and B terminals to new standards as well.

Derryl Benton was a banker in central Florida when he met the late Bill Jennings, then director at Orlando International Airport, at a chamber event. Soon he was running the small business program and then concessions at the airport. Over his 30 years in the industry, Benton has seen concessions offerings industrywide changing from minimal, drab and dull to vibrant and customer-focused. Women and minorities have become more prominent on the professional side of airports and related businesses. And, even as costs to enter the business increase, he’s excited to see a new generation of diverse concessions and airport leaders continuing to push the industry forward.

Retail in airports has changed significantly in recent years. Space that previously may have been set aside for a newsstand or a bookstore has grown into large retail marketplaces that give operators more flexibility on term. That, in turn, allows them much more flexibility on being able to follow trends and understand consumer preferences. It's part of an ongoing concessions wide change that aims to better meet the rising and more diverse set of customer expectations.

Nick Crews never planned to join the family business in airport concessions. But, while finishing law school, Crews was also working part-time at LAX overseeing his parents’ news and gift locations. He built relationships, gained an appreciation for his parents’ work and has never left. Crews Cos. has become a leading ACDBE operator nationally, with 35 locations across LAX, ATL and the Washington airports, with more on the way. Crews leads collaboratively, which he says has helped with employee retention. That same approach has led to deeper relationships with brand and vendor partners as the airport has become a more technology-driven and complex place of business.

The Paradies family was just starting its airport business as Gregg Paradies was graduating from college. He went to work for Macy's in its buying office for a few years before returning to the family business. As airport retail evolved, Paradies became known for bringing brands like Brooks Brothers and Brighton on board. Now, in addition to getting into food and beverage, Paradies Lagardere is developing retail stores that could have a mix of local, regional and national brands within a single location, switching concepts in and out as they ebb and flow.

Rick Piccolo, the longtime president and CEO of Sarasota Bradenton International Airport, has devoted his career to the aviation industry. Fresh out of high school, he started as a janitor at Buffalo Niagara International Airport (SRQ). He worked his way up through airfield maintenance into management before moving on to different jobs at airports in Florida. He gives credit for his ascension to several mentors who recognized his talent and offered him opportunities. SRQ, which has seen significant growth under Piccolo’s watch, is giving back through the establishment of a charter school and various internship programs aimed at helping the next generation access aviation careers.

Marketplace Development Co-Founders Paul McGinn and Bob Weinberg started the company upon learning the Port Authority of New York-New Jersey wanted a private developer for the Central Terminal Building at LaGuardia. Marketplace became one of the first companies to focus on private sector businesses and practices to the airport. The ability to hand off filling and operating concessions to a third party has, for many airports, allowed them to maximize their programs, McGinn says.