Why Physical Stores Still Matter in 2025

May 12, 2025 Rachael Hirst

As we look ahead to the future of retail, a new study reveals a clear opportunity for brick-and-mortar stores to thrive—especially in the home and garden sector. While the online shopping journey remains dominant, the tactile, consultative, and local nature of in-person experiences is proving more important than ever.

The In-Store Experience Remains Key

According to research conducted by Unhooked Communications for the Homes Unhooked 2025–2026 report, three in five shoppers (61%) want to see and touch products in person before committing to a home improvement purchase. This underscores a powerful message to retailers: investing in in-store experiences can directly influence buying behaviour.

Home & Garden Upgrades on the Rise

More than half of consumers (54%) are planning home and garden upgrades in the next 12 months. Popular planned purchases include:

Plants and outdoor features (35%)
Wallpaper, paint, and decorating items (29%)
Living room furnishings (20%)
Outdoor seating and furniture (20%)
Kitchen utensils and small appliances (19% and 17% respectively)
DIY tools (17%) and bedroom furnishings (16%)

What Influences Buying Decisions?

While price and value remain the top priority for 31% of shoppers, other key factors include:

Quality and durability (19%)
Design and aesthetic appeal (11%)
Expert advice (36% want to speak to specialists before making a decision)
Reputation and recommendations (35% are swayed by trusted brands or reviews)
Supporting local businesses (48% are more likely to buy from local retailers)

Expert Insight: Building Trust Through In-Store and PR Strategies

Claire Gamble, Managing Director of Unhooked Communications, explains:

“Retailers are in a powerful position this year. Consumers want to feel confident in their choices, especially when it comes to products for their homes and garden. In-store advice, product demos and personalised recommendations can make all the difference. By combining strong in-store experiences with an effective PR and marketing strategy that focuses on brand visibility, useful content, expert advice and case studies, retailers can build stronger loyalty and stand out from competitors.”

Conclusion: The Power of a Hybrid Retail Model

The findings highlight the importance of a balanced approach: begin the customer journey online, but offer meaningful and engaging in-person experiences to seal the deal. Retailers that bridge both worlds—digital convenience and physical reassurance—will be best positioned to succeed in 2025 and beyond.

Download the full Homes Unhooked 2025–2026 report here:
https://weareunhooked.com/app/uploads/2025/05/Homes_Unhooked_2025_FINAL-compressed.pdf