As the home furnishings industry enters the second quarter of 2025, retailers are bracing for an unpredictable year. Economic pressures, policy shifts, and evolving consumer behaviors are converging. After more than three decades in the industry, I’ve learned that resilience hinges on how well we adapt to these external forces.
STORIS has recently welcomed me to the executive team as Senior Vice President of Strategy and Transformation. Over the years, I’ve learned that even a lifetime of experience only scratches the surface — every success and setback has been a lesson in humility. I’ve been fortunate to serve as CIO of what was one of the largest furniture retailers, an experience that allowed me to witness everything from periods of exciting growth to the crucible of a bankruptcy and sale; that journey taught me never to take success for granted and gave me a profound respect for the resilient colleagues and stakeholders who weathered every challenge alongside me.
Over the decades, I’ve also watched our industry reinvent itself — from changing customer habits to digital transformation — reinforcing the value of a long-term perspective and continuous learning in navigating change. Now, as I take on a new role as SVP of Transformation at STORIS, I’m excited to bring that hard-earned perspective to helping retailers succeed, because I firmly believe the right ERP solutions can anchor a business even in turbulent times.
My goal in this article is to share a few of those practical insights, grounded in hard-earned experience, with fellow executives to help us all navigate uncertainty with confidence and care.
Know What You Can Control
Focusing on controllable factors is the most pragmatic mindset. While global tariffs or inflation are beyond influence, furniture and appliance retailers can streamline operations, enhance customer experience, and leverage data for smarter decisions. As I often say, “You can’t control the economy or consumer tastes, but you can control how you respond.”
In 2025, a critical external factor for retailers is the cost of imported goods. With proposed tariffs on furniture from major suppliers like Vietnam and China, product costs are rising. According to the National Retail Federation, these tariffs could cost American consumers up to $13.1 billion. Retailers will need to scrutinize their supply chains and find ways to maintain healthy margins—whether by renegotiating supplier terms or identifying new partners.
Focus on Data-Driven Decisions
Data is central to modern retail operations. I recall how my team transitioned from instinct-driven to insight-driven decision-making. We had a rich data set that told us exactly who our customer was. Once we had that, we could meet her (the customer) needs more directly.
This approach goes beyond spreadsheets—I advocate for real-time dashboards, predictive analytics, and customer lifetime value models. These tools help executives discern what’s working and what’s not. By utilizing accurate sales and customer data, retailers can better plan inventory, marketing campaigns, and promotions. More importantly, data enables retailers to respond swiftly to changes in demand. For furniture retailers using ERP systems or integrated retail software platforms, these insights can be applied across all locations in real time.
Make Technology Work for You
Technology should be a tool for efficiency—not complexity. My approach to tech is grounded in practicality: if it doesn’t serve the customer or improve operations, it’s not worth it.
Modern mobile point-of-sale (POS) systems allow associates to stay on the floor and serve customers without disruption. Whether checking inventory or completing transactions, associates can do it all from one device. This type of digital efficiency is crucial. Customers expect smooth, responsive service, and with staffing still tight, technology becomes the bridge between demand and capability.
Equally important is investing in a unified commerce platform that connects your furniture POS system, inventory management, and eCommerce operations. My past retail operations used one centralized system to gain real-time visibility across all store locations. That gave us the ability to respond fast—whether it was a supply issue or a sales trend. A unified platform improves order accuracy, eliminates duplicate work, and enhances the overall customer experience.
Be Flexible with Financing
With interest rates and lending conditions constantly shifting, consumer financing has become a critical revenue driver for furniture and appliance retailers. I’ve seen how offering tiered lending or waterfall financing models can drive volume without increasing exposure to financial risk.
When consumers can’t access traditional financing, having alternative options in place helps close the sale. STORIS, for example, enables seamless integration with multiple financing providers, supports in-house lending strategies, and ensures compliant customer documentation through Truth-in-Lending Act (TILA) standards. I stress that flexibility is key: We adjusted thresholds based on market risk. That gave us control over volume without overextending.
By aligning financing options with customer credit profiles and economic conditions, retailers can improve close rates and grow average transaction values—all without compromising financial stability.
Rethink the Role of Stores
Physical retail remains a valuable asset—but the function of stores is evolving. I believe that underperforming locations shouldn’t be propped up indefinitely. When a store went soft, we shut it down. The cost of hanging on too long outweighed the benefit.
That doesn’t mean store closures are the only option. Some retail locations can be repositioned as regional fulfillment centers or spaces for customer experience enhancements such as home design consultations. In today’s omnichannel environment, a furniture store doesn’t just need to sell—it needs to serve. Lease flexibility, logistics planning, and showroom technology all contribute to a store’s ability to adapt to new roles within a larger retail footprint.
Customer Experience Still Wins
My philosophy is clear: retail success begins and ends with the customer. From showroom walk-ins to post-sale communication, every touchpoint needs to be aligned. Customer Relationship Management (CRM) tools, personalized promotions, and consistent service are the foundation of long-term loyalty.
Always start with the customer in mind. Every strategy should be about helping them make their house a home.
In today’s environment, trust and personalization matter more than flashy marketing campaigns. Furniture and appliance purchases are high-consideration investments. Shoppers are looking for expert advice, flexible payment options, and reliable delivery. Retailers who guide the customer with transparency and care are the ones who win long-term.
Build to Last
Finally, long-term thinking is essential. My former organization exited with little to no debt and a 9-figure valuation. That didn’t happen by chance—it was the result of consistent reinvestment in scalable technology infrastructure, data analytics, and operational discipline.
Retailers shouldn’t just think about surviving the year. We need to think about how to create long-term value. That means building scalable processes, staying close to the customer, and using data to guide every major decision.
For modern retailers, this means choosing retail management software that is purpose-built for home furnishings, maintaining strong supplier relationships, and proactively adjusting strategies to reflect current market conditions.
Final Thoughts
In uncertain times, resilience is more than a buzzword. It’s a mindset and an operating strategy. The most successful furniture and appliance retailers in 2025 and beyond will be those that simplify their systems, listen to their customers, and make timely, informed decisions.
My decades of experience demonstrate that resilience isn’t about avoiding risk—it’s about being prepared to respond. Whether through integrated retail software, real-time data analytics, customer financing flexibility, or unified commerce platforms, having the right infrastructure in place is what positions retailers to compete and grow.
In an industry where margins are tight and consumer expectations are high, the ability to act with clarity and confidence is what will separate the resilient from the rest.
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