Jamie Grill-Goodman

Talking Retail Trends, Journalism and Children’s Books with Jamie Grill-Goodman

Well, this was a fun one, folks! I recently had the chance to visit with the talented Jamie Grill-Goodman, editor in chief of RIS News. As editor in chief, Jamie is among the ranks of amazing journalists and retail tech thought-leaders who previously held this post, such as Joe Skorupa and the late Dennis Eskow. She has been with the RIS News brand since 2015. 

In this fun chat, we talked about her journey to the publication, why she likes writing about in-store technologies and her love of the library and children’s books.

Following are some excerpts from our conversation. Enjoy!

Tell me about your path to retail tech journalism.

I have a degree in journalism and creative writing from Rowan University. The truth is that I’ve always loved writing! Long before I began to focus on retail tech, I started at a consumer magazine called Unique Homes and then transitioned into children’s book publishing. 

In 2009, I started working for Private Label Magazine, which was my entry into the retail consumer goods field. Phil Russo, the publisher, became a great mentor during my tenure at the publication and taught me so much about the consumer goods space. I went on to work for another private label magazine for a few years but, in 2015, I made the move to Consumer Goods Technology and RIS News.

What is it about the retail tech industry that you enjoy so much?

When I had my initial interviews with Private Label Magazine, they asked me if I liked to shop in stores. I’d always wanted to be a travel writer, so of course I said yes! Working for that publication gave me a unique opportunity to do a ton of store visits, so I really started paying attention to the experience shoppers were having in the store

The physical store has always interested me, especially when it comes to localization or personalization efforts. The store itself is almost its own travel experience, especially destination shops. 

I love retail tech because it’s always changing. It never gets boring. For context, when I started at RIS News eight years ago, my kids were babies and there was no curbside pickup! And now, 63% of retailers that we (RIS News) surveyed are up to date with curbside pickup. It’s just so crazy how fast the industry adopts things and how fast the technology itself evolves.

As a retail journalist, what do you use as inspiration for writing your stories, and how do you stay up to date on the latest trends?

I am always looking at the wires for breaking news, and of course I have a lot of Google alerts set to monitor key terms or trends. I also like to read other publications. But so much of my inspiration comes from just talking to a lot of people! We talk to retail tech vendors to get first-hand accounts of what their retail end users are seeing.

We also have an editorial council which meets a few times a year. They’re great at telling us about the things keeping them up at night and helping us direct our coverage. I also learn so much through our people profiles and hear more about what they are working on, what’s trending in the industry and what changes are really happening in retail tech.

I have to say, also, that women in retail tech always inspire me. Stay tuned for our 8thannual women in retail tech feature later this year.

What do you look for when deciding on which story or trend you want to write? What gets you pumped to write a particular story?

In general, it’s always better if we can talk to the people who have been working with the technology. We love doing case studies with retailers, especially if we can profile someone who’s had the technology in place for six months.

This allows us to go deeper and find out how the technology was implemented, what issues they have had, how they overcame them and what could be done differently next time. Our readers really want to hear the realities of these technology implementations, even if those are not so picture-perfect.

What retail technologies are you most excited about or interested in these days?

I think you can’t ignore Gen AI, but I’m most interested in it for both retail technology and how it’s going to impact journalism. I think it’s interesting to see what use cases there are for AI and how people are dipping their toes into this technology.

For in-store tech, I love anything that the customer is using! I’m really interested in smart carts, smart mirrors, sample vending machines and new instant checkout options – basically anything where the customers are touching the technology. I always get excited and want to learn more about where these in-store technologies are being implemented. 

At industry events, how do you like to divvy up your time? What are the main priorities for you at these events? 

Certainly, NRF is the big one for us, and we put out a huge report on it every year.  For NRF, it is very formulaic in terms of how our editorial team plans for the event. Our schedules are mapped out to the minute every year. We meet several times before the show to assign sessions and floor coverage. We then use the extra time that we have left to meet with vendors and talk to them about what they’re seeing.

For other industry events, we generally try to identify the sessions that we think are the most interesting, and as we have time, will set up meetings with vendors.

We do have our own events, such as Analytics Unite in May, but it is the same formula of having every minute accounted for during those shows. The best conversations come during the networking time when we’re not covering sessions.  

I would say when it comes to meeting with retail tech vendors at industry events, the biggest thing we want to hear is if you are announcing something new at the show. That will get our attention to want to meet and find out more about the announcement, especially if it is a partnership with a retailer. 

At Ketner Group, we are in the business of PR and working with journalists like yourself. Can you share how PR professionals can provide you with the info you need to generate stories?

The biggest thing for me is just know that my audience is retail tech executives, and making sure that the pitches or announcements have some kind of tech associated with it.

The best pitches I get are when the person sending it to me knows my audience and knows what we do. It’s always helpful to pull out a few bullet points to tell me what exactly about the pitch is going to resonate with my audience.

I receive an overwhelming number of emails, over a hundred every day, so concise pitches help me to quickly determine if it is important for me to read. In short, I need to be able to see that the pitch or news is tech related and if there is a retailer involved.

When it comes to pitches that we may not use right away but identify that it may be a good resource for the future, we will share it with the other editors so that everyone has access to it when the time is right. As an editorial team, we are constantly sharing things that look interesting and then work to boil down what we’re really going to cover. 

What are you reading right now?

My kids are 7 and 9, so most of the books I’m reading these days are children’s books! The best one I’ve read most recently was “Maddie’s Fridge” (you can check it out on Storyline Online). But I do still love the library. I love taking out a stack of books and hoping that I’ll get to them!

The library route is great because you have a deadline, and I do well with deadlines! I recently checked out “Beach Read” by Emily Henry and “National Dish” by Anya von Bremzen. 

2024 retail tech trends

AI Upended the Retail Tech Landscape in 2023. What’s Ahead in 2024?

AI’s breakthrough year in 2023 was the retail technology equivalent of Taylor Swift’s Eras tour – a once-in-a-generation event that changes everything.

If Swiftmania is the biggest musical sensation since The Beatles, then Generative AI is easily the most revolutionary technology since the iPhone. AI is quickly becoming a pervasive technology, dividing the timeline for tech advancements into “before” and “after” AI.

AI will dominate the 2024 retail tech industry

Dan Berthiume, senior technology editor of Chain Store Age, summed up the impact of AI in a recent Q&A with Ketner Group: “AI is the most dominant technology I’ve seen in the last 15 years. It will be an important component in every technology system and every part of the enterprise, and like mobile and omnichannel commerce, it will be a constant feature (not just in retail) and will just be assumed.”

It’s a safe bet that AI will be the #1 tech topic at next week’s NRF 2024. And while AI will continue to dominate the retail technology landscape 2024, the conversations have shifted from the technology itself to all the different ways that AI impacts retail: from product creation to assortment planning, forecasting, supply chain management, pricing, PIM, marketing and every other area of the complex retail ecosystem.

Along the way, we’re also starting to see some data emerge about the financial impact of AI in retail. Last month our friends at IHL Group released their Retail AI Readiness Profiles that measure the potential financial impact that AI can bring to retailers and restaurant chains.

As always, IHL quantified its findings with an impressive real-world analogy: according to IHL, Macy’s alone could see $7.5B in business gains from AI in the next 5 years.

What are some of the AI-driven tech trends to watch for in 2024? Here are just a few of the things we’re tracking; they’re just a small sampling of all the ways that AI will impact retail in 2024.

Personalization continues to get more personal

Retail is moving from personalization to hyper-personalization, delivering shopping experiences that “dazzle each shopper at scale,” according to Adobe’s annual research report, 2023 Digital Trends: Retail in Focus.

Currently, only 16% of retailers can personalize experiences based on customers’ interaction history, while only 9% provide personalized experiences based on shopper intent. There’s massive room for improvement, and AI is the critical technology that makes this possible.

AI helps combat retail’s labor shortage

Employee turnover in retail reached record highs in 2023, but a combination of AI, robotics, computer vision and other technologies can help retailers offset the impact of labor shortages by automating routine tasks.

For example, autonomous inventory robots can provide 24×7 inventory updates and help retailers keep their shelves stocked, reducing out-of-stocks and increasing sales.

Retail supply chains become more resilient with AI

One of the biggest technology lessons from the COVID-19 pandemic was that retail supply chains weren’t resilient enough to handle sudden supply chain shocks, from factory closings to rapid changes in consumer demand and the need for new fulfillment models.

AI is quickly helping change that. A recent Business Insider article notes, “Robots are helping fulfillment-center workers sort through large volumes of products, artificial intelligence is predicting the most energy-efficient delivery routes, and modern data-collection and analysis methods are helping retail stores optimize stock management. Retail-technology experts say that without these innovations, supply chains would struggle to function in the face of fast-changing customer expectations and turbulent economic times.”

Retail tech spending will increase in 2024

The examples above are just the tip of the iceberg when it comes to AI innovation in retail. And given the furious pace of AI innovation, it’s no surprise that Gartner predicts that 57% of retailers plan to spend more on software in 2024.

AI will certainly be a major driver in this trend, especially as retailers look at AI’s tremendous financial upside (IHL estimates that the overall economic impact for the top 212 North American retailers and restaurants will be $1.5 trillion for the next 5 years).

Ketner Group is fortunate to have a number of clients that are on the forefront of AI innovation, and we’re looking forward to exciting press announcements at next week’s NRF Show.

2024 will be a pivotal year for AI in retail technology, and Ketner Group clients will be a big part of the story!

Looking to make an impact with PR in 2024? The Ketner Group team would love to connect! Download our Retail Tech PR Handbook to learn more about our best-practice approach to retail technology PR or schedule some time with us!

interview dan, chain store age

Getting the Inside Scoop With Dan Berthiaume, Retail Expert and Senior Editor of Technology

I think we can all agree that the retail tech industry is extremely lucky to have so many wonderful experts and content creators!

You may recall that I recently sat down with our friend Barbara Thau to get her take on industry trends and tips for PR folks.

For my next chat, I sat down with Dan Berthiaume, senior editor of technology for Chain Store Age to discuss all things AI, why he loves retail tech and his love of music.

Following are some excerpts from our conversation. Enjoy!

Tell me about your path to retail tech journalism.

I was an English major in college and knew that I wanted to do something that involved writing. I got my start as a small town reporter, working for a few weekly newspapers in the Metro West Boston area.

After a few years I felt like I’d taken small town journalism as far as I could, so I started looking around and found Retail Systems Alert Group, which was one of the biggest retail tech publishers at the time.

I joined as associate editor for the newsletter, and, as it turns out, joined at an interesting time for the retail industry! We were literally writing articles about why you should sell products online. At that point, the big “buzzword” was cannibalization – specifically around the concern that a sale made online was a sale taken away from a store.

In those years, I rose through the ranks and saw an enormous amount of change: the early days and struggles of Amazon, ecommerce turning into omni-channel, the rise of RFID, and of course mobile commerce.

After Retail Systems Alert Group closed its doors, I spent time as a freelance editor before joining Chain Store Age 2013 as their technology editor. I left Chain Store Age for a few years to work for a retail industry software company but rejoined the team at Chain Store Age again in 2019.

What is it about this industry that you enjoy so much?

Well to start, it is a very exciting place to be! To outsiders, you might think retail is just putting stuff on the “shelf” and selling it. But there is so much that goes into selling products.

There are things like merchandising, marketing, and managing the supply chain that come into play. It’s such a complicated process for what seems like a simple thing to the customer.

As well, there’s so much innovation in retail, and I think a lot of the top tech people, who wouldn’t have thought about working for a retailer 20 years ago, are now working in retail. It’s impressive how far the industry has come.

And it’s not just general retail that is innovating, the CPG side of things has really come into its own, too. When I started out in the industry in the late 90s, if a CPG company had their own promotion, they wouldn’t even tell the retailer about it. The backend communication just wasn’t there.

Now, technology is enabling real-time communication between all the partners in the extended supply chain. Overall collaboration has improved, thanks in large part to technology.

As retail journalist, what do you use an inspiration for writing your stories? How do you stay up-to-date on latest trends?

I’m very active online, so I’m always checking the news wires, different retailer websites and the leading business news sites. I also receive a ton of pitches from PR professionals like you all at Ketner Group!

Of course, industry events like NRF give me a good sense of what’s happening and what the big trends are. I also conduct a lot of Q&As with industry experts and retail practitioners, which I love doing.

The thing that is most important to me is to focus on writing content that I find interesting and exciting, because it is my hope that the reader will also find it equally as interesting!

I also try to take inspiration from my past writing as a sportswriter as well as my published short fiction writing to make my retail tech articles as lively as possible.

What retail technologies are you most excited about right now?

Well clearly AI has stolen the show!

The last time I saw a technology so overwhelmingly dominate the landscape was probably the emergence of smartphones. And before that, in the early 2000s, when suddenly people realized e-commerce was a necessary component to their retail strategy.

AI is the most dominant technology I’ve seen in the last 15 years. It will be an important component in every technology system and every part of the enterprise, and like mobile and omnichannel commerce, it will be a constant feature (not just in retail) and will just be assumed. 

Aside from AI, we are still waiting to see what is going to happen with blockchain and the Metaverse. We are also still waiting to see how social media will develop as a retail channel, and how AI will affect that. As I just said, AI is inevitable and is bound to play a major role in how retailers promote and sell products on their social media platforms.

Looking into your crystal ball – what do you think retailers will be focused on in 2024?

I think that the global supply chain is still heavily disrupted from the lingering effects of the pandemic, an increase in severe weather events and sadly from the instability in different parts of the world.

AI can provide a lot of assistance in the backend when it comes to trying to predict what are inherently unpredictable events. With machine learning, retailers can take data from all these disruptive events and have a better sense of how to react both in the moment and longer term. Additionally, they can use AI and machine learning to get a better sense of how to find alternate routes in the supply chain.  

I also think that retailers will be applying AI to help with labor issues, as there are just not enough associates in the store. What’s interesting is that retailers can use AI not simply to save money on labor or to reallocate labor, but literally to fill in the gaps where their employees just aren’t there. This could include implementing technology like inventory tracking robots and RFID-based product tracking.

What are you reading or listening to right now?

The last book I read was not a retail tech book at all! It’s a memoir called, “Searching for the Sound” by Phil Lesh of the Grateful Dead.

If I read off hours, I sometimes like to read something that just reflects my personal interest. I love The Grateful Dead and I love music in general. I have been a freelance music journalist, so I’m always interested in the stories, lifestyles and the “behind the scenes” of musicians.

Because I read so much about retail tech during the day, I often like to read something different at night!

nrf 2024 public relations

5 Things To Do Now To Prepare for NRF

I’m writing this blog during the hottest summer on record, and like you, I’m dreaming of cooler weather, football season, the holidays and….

….NRF! The first email for NRF ’24 hit my inbox Aug. 8, and my first reaction was “whaaaat!?” But after 30+ years in retail tech PR, the timing makes sense. After all, now is the time to begin planning your NRF communications strategy, and we’re already starting to work with clients on this.

PR success at NRF can put a vendor in the spotlight and support the sales pipeline in a big way.

As a retail technology vendor, what can you do now to get ready for the Big Show? Here are five brief recommendations for PR success at retail’s most important event.

1. Include PR in your planning

The checklist for NRF is a long one, from booth planning to event logistics, products, sales meetings, marketing support, customer dinners, after-hours events and much more. Don’t treat PR as an afterthought!

Start planning your NRF PR messaging and strategy now, including overarching themes, analysts to brief, potential customer announcements, new products, press announcement schedule, spokespersons (including training, if needed), media and analyst meetings during the show, on-site PR support and more.

2. Brief analysts now

Industry analysts are in high-demand during NRF. Their schedules are incredibly packed, and their paying clients are understandably first priority for in-person briefings.

Because of this, we advise clients to begin briefing key analysts and other influencers in the months leading up to NRF. Schedules are more open in the fall, and it’s an excellent time to update analysts on your company’s product roadmap, customer success and other developments. During these briefings, you can also lay the groundwork for a short meeting or product demo at NRF.

Looking for best practices? Our blog on analyst relations provides valuable insights.

3. Map out your press release strategy

Don’t save all your announcements for the show! Most vendors spend months planning their NRF announcements — why pack all your news into a three-day period? You’ll see more success by making announcements before, during and after the show.

Your company can help build momentum prior to NRF by announcing significant customer wins and other news, helping you get the attention of prospects and media prior to the show. But hold some announcements in reserve. Newsworthy announcements during NRF can create buzz, help drive booth traffic, and land your company on the post-show “best of NRF” lists.

Don’t forget to have hard copies of news releases available to share with media. Some editors receive hundreds of PR emails daily at NRF, so it’s easy for your news to get lost. After the show is a good time for announcements, too; editors’ inboxes are less crowded, your competitors won’t be making so many announcements and your news will have room to breathe.

What if you don’t have announcements? You can still highlight recent data reports, predictions and industry trends that you’re seeing. Your company’s perspectives may shed light on some of the big issues in retail and technology. Don’t hesitate to share them, and be sure to make ongoing PR a key part of your marketing strategy throughout 2024.

4. Plan your media and analyst outreach

Timeframes for media, analyst and influencer outreach can vary widely. In general, start your analyst outreach early, as some analysts will book their NRF calendars several months in advance. Keep in mind, too, that these will be relatively short meetings, which is why it’s important to do in-depth briefings in the fall.

We typically start media outreach for our clients when the first NRF media list is available, usually mid-to-late November. Keep in mind, editors, analysts and other influencers will be attending NRF keynotes and other general sessions, so their availability to meet with vendors may be limited.

5. Show kindness and respect

A mentor of mine once said to treat editors like your best customers. And if there’s one time each year when editors and analysts especially deserve extra consideration, it’s during NRF.

Offer them a comfortable place to sit (their feet will be aching!), bottled water or other refreshments, and realize they may be exhausted from packed schedules and talking to dozens of vendors. Find out in advance what they’d like to focus on during the meeting and be sure to address their expectations. If an editor is accompanied by a sales rep, be sure to give them equal time, too.  Be concise, realizing that you may only have 20 minutes before they head to the next meeting.

Bonus tip: prepare to enjoy free beer!

Our Ketner Group team has gained a lot of insight about NRF during the 20+ years we’ve been attending, and it’s always fun to share advice about retail’s biggest event. The checklist above is by no means exhaustive, but it will help get you off to a good start. And as always, contact us if you’d like to talk about PR planning for NRF.

Here’s one last tip: when I asked Dan Ochwat, our senior content specialist and former retail editor, what always got his attention at NRF, his answer was simple: “free beer!” So if you’re looking for the icing on the cake from NRF PR (or the frost on the mug), that may be just the answer.

And with that, let’s all raise a glass to a successful NRF in 2024. Cheers!

barbara thau co-

Talking Shop with Barbara Thau, Retail Influencer and Editorial Director of Features

In a fast-paced news world, journalists continue to rely on reputable and interesting story resources from PR professionals. That is why it is important to know and understand as much about the media we are working with as we can.

Over the years, the Ketner Group team has been lucky to work with so many talented media professionals in the retail and consumer technology space.

One of those is Barbara Thau, editorial director of features for CO— by U.S. Chamber of Commerce. Barbara has more than 25 years of experience covering the retail and consumer industries and is consistently named as a top retail influencer.

I recently had a chance to visit with Barbara about her take on the latest retail trends, how she selects her stories and her tips for PR professionals.

Following are some excerpts from our conversation. Enjoy!

Tell me about your path to retail and consumer journalism. What is it about these industries that you enjoy so much?

To be honest, I stumbled into the world of retail and consumer journalism.

I answered an ad in the New York Times for a research assistant for a publication called Housewares Executive. I had been writing prior to the job, but it gave me the opportunity to cover the big brands and retailers in the housewares industry. As well, it was an introduction to the world of trade publication reporting, which was so interesting to me!  I really enjoyed covering business from the consumer economy standpoint.

Years later I realized that my boss and the publisher there, Gerry Vander Schauw, was a key mentor to me: His keen, no-marketing-spin-allowed expertise on the retail industry was from both the retail and supplier perspectives. Absorbing that foundation of knowledge starting out covering retail proved invaluable to me. He was super tough, but he also believed in me.

Retail is so fascinating because it’s not just about the store and the products, but it’s about how we live, how we shop, how we work, how we think, and all the things that play into that. I like how retail is at the intersection of beauty, fashion, consumer electronics, hospitality, and even mental health.

Retail is a business that is rich and ever-changing. There’s always the through line between the consumer and the larger macro, socio-economic trends. What’s not to love about it?

As a retail journalist, what do you use an inspiration for writing your stories and how do you stay up-to-date on the latest trends?

Even though I’m the editorial director of features at CO—, I still write as often as I can. In terms of inspiration, conversations with people in the industry is at the top of my list. There’s nothing that can replace it. I make a point to go to industry conferences to meet with people and attend sessions to get the information I need on the larger business trends.

Of course, I read a ton, too. A few of the sources that stand out to me include CB Insights and eMarketer. As well, I spend a lot of time reading the old school trade publications and newsletters such as Women’s Wear Daily and the Industry Dive publications, and top business publications like the Wall Street Journal. 

I also like to spend time with companies before we even talk about doing a story. I like to ask what’s top of mind for them these days, what’s being over-reported and what’s keeping them up at night.

There is so much power in questions and these conversations often give me inspiration for future stories.

I know you write, assign and edit a lot of articles focused on retail executives – what do you look for when deciding on who to spotlight for these pieces?

At CO—, our sweet spot for the feature coverage are the startups that are scaling meaningfully and making an impact in the market, as well as the legacy Fortune 500 companies. We are always looking to cover the disruptors and the disrupted.

For example, we recently covered Sharon Chuter, the founder of UOMA Beauty. Sharon has made a quietly important move into the beauty space. As we reported it, “Chuter’s commitment, 20-hour workdays and a no-time-for-performative-diversity ethos” landed the startup as the most inclusive Black-owned beauty brand. UOMA is now on the shelves at Walmart, Ulta and Nordstrom.

I also look at the trends, and what companies are meaningfully changing shopping behavior. For example, there is a huge trend in the buy-now-pay-later space, so companies like Klarna, Afterpay and Affirm are interesting to me.

What I look for are the executives behind technology companies, brands and retailers who are really moving the needle.

What retail and/or consumer technologies are you most excited about or interested in these days?

I have to say that in terms of the tech that excites me, it is less so about the bells and whistles and more about the new platforms that democratize the playing field.

What we are seeing now is an overarching trend of emerging platforms, like Walmart Business and Google for Small Business that allow smaller companies to scale.

I am also excited about the potential for generative AI right now, especially for small retail and consumer businesses. It is going to allow them to use the technology to quickly and cost-effectively create content that is akin to what a large marketing team would do in bigger company.

And even for big retail brands, generative AI brings a new level of convenience to help with content creation for ad copy and more. It will be very interesting to see where the technology is going to go. There is obviously going to be some fascinating level of a playing field, but time will only tell.

Can you share how PR professionals like our team at Ketner Group can provide you the information you need to generate stories?

My answer is not going to sound very glamorous, but it is really all about the basics.

I appreciate when the PR person really knows their client’s business and knows how that specific company ties into bigger industry trends. I get a lot of generative AI pitches these days. It is clear which PR professionals understand our coverage and the “je ne sais quoi” of our publication and how this specific technology applies, and which ones that don’t.

I love when PR pitches clearly communicate their sweet spot and then match that up with a unique fact or forward-thinking insight. Pitches that include meaningless and glittering generalities don’t land very well.

I also can’t overly communicate the importance of couching pitches within the larger consumer or retail context of the landscape and why that trend is important. And I appreciate when I clearly understand what the return on investment is to the consumer or the retailer from a company’s strategy. To me, those are the best pitches. 

What are you reading right now?

I love that question!

I am reading a book called “Max Perkins: Editor of Genius” by A. Scott Berg and I love it! It is focused on the renowned editor, Max Perkins, who shepherded the editorial growth of Thomas Wolfe, Ernest Hemingway, F. Scott Fitzgerald, Tennessee Williams and many more. He was the one that brought so many famous books to life. It is a wonderful time capsule into the world of editing.

I highly recommend it for PR professionals, too!

domain diaries

Domain Diaries: My Day With In-Store Technologies

In her latest audio blog, our president and CEO recaps some of the cool in-store technologies at the Domain shopping center in Austin, TX.


Transcript of “Domain Diaries” audio blog:

It’s times like this that I really love my job. In preparation for this audio blog, I recently spent some time cruising around the Domain, the landmark mixed-use retail development and current home to the Ketner Group Austin offices, to find the latest and greatest in-store technologies and experiences. I may have done a bit of retail therapy, too.

You may remember our founder, Jeff Ketner’s, blog about the Domain last April. So, we thought it would be fun to revisit our favorite shopping digs in the ATX to see the impact that technology has on the shopping experience. 

I’m happy to say that the Domain did not disappoint! 

While we could certainly write an eBook on the growing innovation with in-store technologies, as there are so many to choose from, today we take quick look at three different experiences:

1. Amazon/Whole Foods palm payment

First introduced in 2020 and expanded to over 60 locations in 2022, the Amazon “One” palm scanner payment technology offers a contactless way for Whole Foods shoppers to checkout and pay faster. And all via a shopper’s palm.

I had not signed up for the service but was able to do so in less than a minute at one of the store’s checkout lanes. All I had to do was provide the form of payment I wanted to use for the purchase. Then, as Amazon describes, “using a process of proprietary imaging and computer vision algorithms” the palm reader was able to quickly capture and encrypt the images of both of my palms. 

Now, any time I make a purchase at Whole Foods, all I need to do is hover my hand over the scanner to complete the transaction. Very convenient.

But, as you can imagine, the in-store technology is not without controversy. More convenient shopping often means giving up more personal data, which means more privacy concerns. 

Back in 2021, a group of U.S. senators had concerns about the palm-scanning technology. In an open letter to Amazon chief executive Andy Jassy, the senators said, “In contrast with biometric systems like Apple’s Face ID and Touch ID or Samsung Pass, which store biometric information on a user’s device, Amazon One reportedly uploads biometric information to the cloud, raising unique security risks.”

Of note, more retailers and restaurants are making the move to contactless palm payments, including Panera Bread and Starbucks

2. Reformation magic fitting rooms

I must admit, this was my first time shopping at a Reformation store, and I’m definitely a fan now.

The shop is a showroom concept, with one of each item on the floor and touchscreens available to find my size.

As I mentioned in my subscription box blog, I am a big fan of apparel stores with curated, easy-to-find items, as opposed to going through racks and racks of clothes. I was in heaven.

On this visit, the store wasn’t busy at all, so one of the staff members was able to help me right away. I picked out two dresses to try on and within a few minutes, my two dresses in the right size were ready in the magic fitting room in the magic wardrobe. 

This is where the fun began!

The Reformation dressing room comes with a touchscreen iPad, allowing me to search and request another size or style. Once I did that, a new item magically appears in the wardrobe! The dressing room also has customizable lighting, ranging from cool to hot. 

As Reformation describes it, the showroom concept allows them to “gather customer insights, and therefore better forecast inventory and plan based on what is actually desired. This allows us to deliver exactly what customers want on a localized level.”

What’s more, it also allows the retailer’s in-store staff to have a “strong direct connection with our shoppers” and “build a more tailored relationship with them, delivering only insights that feel most relevant.”

3. Kiehl’s healthy skin consultation

I rounded out my in-store technologies walkabout at the Kiehl’s store, which I have shopped at frequently, but had never taken advantage of its in-store skin consultations. 

I was on the hunt for a new skin serum. After looking through a few options, the store associate (aka Skin Pro) offered to do a hydration test using the retailer’s skin reader technology via a sleek wand.

Within seconds, she could tell me the hydration levels and firmness of my skin. This helped me to find the perfect skin serum. I also found a better moisturizer to complement my new serum.

Kiehl’s does offer more in-depth skin analysis that helps customers identify areas of strength and concerns to target such as fine lines and wrinkles, visible pores, and eye area concerns.

I will be back to take advantage of that when I have more time. Until then, my customized serum is working like magic!

Shopping with a technology twist

I know I’ve only scratched the surface when it comes to in-store technologies, and I plan to dig in and find more as time (and my credit card) allows.

I’d love to hear about any cool in-store tech you’ve seen recently! 

The Ketner Group team loves to talk retail! Give us a shout to learn how our retail expertise can help elevate brand awareness and support your marketing goals.

subscription box trend

Subscription Boxes – In or Out?

As I type this, the weather is a beautiful 83 degrees in Austin, TX. This means that I’m wearing one of my favorite Spring dresses from last year. It’s yellow with blue flowers, has the perfect size and cut of spaghetti straps, with an empire waist that “slims” me in all the right places. In fact, when taking my son to the orthodontist today, I received two compliments! 

It’s days and outfits like this that put a little extra spring in my step! 

So where did I get this dress, you ask? It came from my latest shopping obsession over the last few years – the subscription box.

My path to personalized shopping – the subscription box

Confession time. I subscribe to two different subscription boxes once a month – the tried-and-true StitchFix and Daily Look.

For years, I avoided these services because I didn’t want to commit myself to recurring charges. Plus, I was a little unsure of having someone else do the shopping for me. 

It wasn’t until my very good friend starting raving about her subscription services, and how much fun it was, that I slowly started coming around to the idea. 

If I’m being honest, the real reason I moved towards subscription boxes was because I had become extremely stressed and overwhelmed by the whole shopping experience.

As a working mom of two, time is a luxury. I wasn’t thrilled about spending hours helplessly combing through racks and racks of clothes, only to end up empty-handed. Which is exactly what was happening. I found myself not enjoying the retail experience at my favorite apparel stores like I used to. There were far too many options and none of them seemed just right for me.

But not all was lost. 

(Quick sidenote, in addition to jumping on the subscription box bandwagon, I started spending more and more time, and money, at a local Austin-area apparel boutique, Grit & Grace, co-owned by a college friend. The concept of her shop, and many others, is simple and brilliant. A smaller, curated selection of beautiful and trendy clothes and only offering one to two of each size per item. With this approach, I knew it was highly unlikely that I would be wearing the same outfit as other people in my town. I was also supporting a local business. Perfect!)

The joy of the box!

After doing my research and comparing the styles, prices, and customer reviews at the wide variety of subscription box options, I took a chance and subscribed to the aforementioned StitchFix and Daily Look.

For me, this new approach to shopping has been a gamechanger, as it has for millions of other subscribers. Each month, my “personal stylist” sends me curated apparel and footwear items to select from. Then, I send back the items I don’t want to keep. Easy!

Even though I typically know what is going to be in my boxes, due to the preview feature that both companies offer, it still feels a little bit like Christmas morning every time a box is delivered to my front porch. It’s made shopping fun again.

What’s more, I’m excited now about the items in my wardrobe, and I love the compliments. I only wish I had started the service sooner.

Challenges ahead for subscription box companies

As much as I have raved about my experiences so far, there have been a few bumps in the road. For each service, it took a good six months and a few personal stylist changes to get things right.

For example, I have short legs, so I am very particular about the length of my jeans and shorts. I must remind my stylist from time to time about this and other preferences that I have. Some boxes have missed the mark completely and I have to send everything back. 

Even with all of this, the time I’ve gained back and the quality of clothes I’ve accumulated over the past few years more than outweighs any mistakes or misses in my service.

But there are challenges ahead for these services.

Research shows that the subscription ecommerce market is projected to reach over $450 billion by 2025, up from $15 billion in 2019. Impressive numbers, but can they be sustained?

According to CNBCs Lauren Thomas, “Not that long ago, major retailers were scrambling to get in on the subscription craze sweeping the apparel industry. But then the pandemic upended daily routines and made shopping behaviors far less predictable. Now, some analysts and investors are questioning the appeal of these types of businesses and their ability to hold onto customers, who often sign up during a big life change but eventually lose interest.”

Battling subscription box fatigue

While this hasn’t been the case for me, the stats do show that many shoppers are experiencing box fatigue. Many are rethinking their investments in subscriptions in general:

  • Over the last year, Stitch Fix has lost 95% of its value as the company’s attempts to expand beyond subscriptions have floundered.
  • M Science, an analytics firm, says new customers account for a predominant share of sales at Stitch Fix, but their spending generally drops off over time. Roughly 40% of Stitch Fix’s revenue has been generated by new customers since its fiscal first quarter of 2020, the firm found.
  • Data from Kearney shows that 40% of consumers think they have too many subscriptions. The survey indicated that the most spending is on streaming plans, followed by music and video subscriptions, gaming, food memberships, and beverage boxes. Shopping subscriptions, which includes fashion, came after all of those categories.

What does the future hold for subscription boxes?

Time will only tell how things will shake out with these services, but things look a bit bleak right now.

As recently reported in RetailWireBlue Apron and Rent The Runway announced layoffs last year while restructuring. Birchbox announced in November it was considering bankruptcy. 

The Atlantic reported last year that “the subscription space was undergoing a shakeout.” Columnist Amanda Mull wrote, “As more markets become oversaturated with these kinds of services, more buyers will get bored of the concept entirely, and investors will eventually become weary of waiting for profit.”

As a new fan of subscription boxes, I am saddened to hear this. But if the business model doesn’t work or excite shoppers, then their long-term viability is at risk. 

In my own personal experience, it hasn’t always been perfect. But as far as I’m concerned, it sure beats the alternative. And have I mentioned the compliments I receive when wearing one of my new subscription box outfits? 

All kidding aside, I hope that these companies continue to evolve and adapt to ever-changing consumer behavior. It won’t be easy. I’ll leave that part to the experts, save one suggestion: be sure to keep the “joy” of personalized shopping with a monthly or quarterly box of new apparel items at the center of every decision. That’s what brought me here in the first place, and what will, hopefully keep me sticking around.

If you have any comments or insights on subscription boxes, our crew would like to hear from you! The Ketner Group team loves to talk retail! Give us a shout to learn how our retail expertise can help elevate brand awareness and support your marketing goals.

interview-jackie-trebilcock-nyftl

A Passion for Fashion Tech: Speaking with Jackie Trebilcock with the NY Fashion Tech Lab

I don’t know about y’all, but after spending months at home during COVID, I was thrilled to be back in “real clothes” and out of lounge wear. Fashion retailers were ready to have us back, too, and technology played a significant role in driving consumers back to their favorite brands. 

In fact, according to McKinsey & Company’s 2022 State of Fashion Tech Report, fashion companies invested between 1.6 and 1.8% of their revenues in technology in 2021. That figure is expected to rise to between 3.0 and 3.5% by 2030.

There are so may innovative things happening in fashion tech, and specifically, with women-led tech startups. I just had to go directly to the source of this innovation and learn more, again!

I spoke with Jackie Trebilcock, managing director for the New York Fashion Tech Lab (NYFTL) back in 2020. We recently had a chance to catch up with her again, and what a treat that was!

Founded in 2014, the Lab connects a cohort of women-led B2B, fashion and retail-focused technology companies that are fostering iteration, validation and acceleration of technologies to advance the industry.

I had a blast learning even more about the Lab and what Jackie and her team are doing to support women-owned tech companies. Enjoy our conversation!

For those readers who don’t know you, can tell us a little bit about you and your journey to the Lab?

I joined the New York Fashion Tech Lab at the end of 2014. They were looking for someone to run the cohort that was launching for 2015.

I’ve worked in fashion for over 20 years, and I’ve been an entrepreneur myself, so I understand both sides of it, which is why I was so excited when I had reached out to the Lab’s parent company, Springboard Enterprises. I just thought what they were doing was so cool and I wanted to learn more. And here I am, many years later.

What was the catalyst for the creation of the Lab, and why the focus on women-led companies?

Founded in 2000, Springboard Enterprises is a nonprofit organization specifically focusing on women-led companies. Springboard runs a myriad of programs (i.e., bootcamps, accelerators, etc.) in a wide variety of sectors such as life science, biotech, women’s health, general tech and ad tech. 

In 2014, when they were looking to expand into different sectors. They realized that the fashion and retail industries were a bit behind some of the advancements they were seeing in technology in those other industries. That’s when the NYFTL was born!

I describe Springboard as a venture catalyst because their main mission is to help give women resources to raise money and grow and scale their companies. The Lab does that too, but we are more of a business catalyst. We are in partnership with leading retailers and brands that are looking to keep their finger on the pulse of new technologies that address pain points or take out an area of friction for them.

I would love to hear your insights on innovation and the changes that you’ve seen in the fashion tech industry since you’ve been with the NYFTL.

It has been exciting to see the progress that’s been made within the industry over the past eight years. In the beginning, we were mostly engaging with CTOs and CIOs because that’s where technology really sat at some of these larger retailer and brand partners.

Now, there are so many different points of contact within these retailers and brands. We often engage with CMOs, innovation leads, digital strategy, or eCommerce. It’s really everyone’s job to know what’s out there from a technology standpoint. Tech is everywhere and in everything!

We’ve become another way for fashion retailers to keep their finger on the pulse and to do it together. It’s important that they feel like they are not doing it in a silo, but as an industry.

I would imagine that all this work and the things that you’re doing at the Lab inspires you every day!

Yes! I think I have the coolest job in the world as I kind of get to sit in the middle of being in contact with retailers and brands, understanding what’s happening there, and getting the opportunity to meet inspiring women creating these awesome and needed solutions for this industry.

My personal mission with all of this is to be a connector for our retail and brand partners, the alumni companies, the companies in the Lab, and for the industry in general. It’s exciting to see what can happen when you make that connection.

Can you provide a few examples of how the Lab has helped to propel women in fashion tech forward?

We’ve had 69 companies go through the program since its inception. We’ll be onboarding another group of Lab companies for 2023. What we have seen and what we track with the Lab companies are the partnerships and pilots that come from the program, which happens all the time.

There is also so much that can come from candid feedback from the retail executives as part of this program, which can save the startups so much time as they continue to build and iterate on their product. We also have another network of 80 industry experts, entrepreneurs and investors that they get to connect with and get feedback from, and of course opportunity for investment.

The Lab is an ongoing community that is part of the companies’ entrepreneurial journey – whether they are looking to hire, pivot, get acquired or fundraise.

As you look ahead in your crystal ball, what are you most excited about with regards to the fashion tech industry?

On our website, we have this whole list of “areas of interest” and it’s something that we are constantly adding, removing and refining. What excites me most are the things that we don’t even know exist!

If you think about the very buzzy tech trends, like NFTs and Web3, they didn’t exist before a few years ago. I know there will be other new innovations and advancements like that. It’s exciting to think that we are going to get to uncover them, spend time learning about them with the retail and brand partners and make them part of our areas of focus.

I agree you do have the coolest job in the world! As we wrap up, what opportunities are available for anyone interested in becoming more involved with NYFTL?

Application for our 2023 program has already closed, but if you are an entrepreneur interested in applying for the Lab for next year, I recommend getting in touch with us as soon as possible. We start connecting with and tracking companies very early.

If you’re a retailer or brand that wants to learn more about becoming involved, it’s a great time now to potentially join us for 2023, or we can do sessions with you so you can meet some of the alumni.

We also have an active expert network made up of industry experts, entrepreneurs and investors that connect in with the Lab companies as part of the program.

How can we learn more?

To learn more about the NYFTL, email info@nyftlab or visit https://nyftlab.com/.

My Three Favorite Quotes From The SKU Retail Brew Summit 2022

I joined Ketner Group as an intern in early 2020. And as you can imagine with that start date, I haven’t had many opportunities to attend in-person retail conferences. So, when my team mentioned the possibility of having me attend the 2022 SKU Retail Brew Summit, I jumped at the opportunity! I couldn’t wait to hear from some of the brilliantly talented people in the retail technology industry.

I can confidently say that the conference lived up to all my expectations. I was able to hear from executives at JCPenney, Crocs, Shipt, Kroger and more. In addition, I had the chance to network with the reporters from Retail Brew while enjoying great food.

For those of you who didn’t make it to New York City for Retail Brew’s conference, I wanted to share a few of my favorite quotes and how they apply to the future of retail.

“What you do to get them, you should do to keep them.”

A major topic of discussion at the conference was customer experience. When discussing this all-important aspect of retail, Ciara Anfield, chief member and marketing officer, Sam’s Club explained that the things you do to gain a new customer should be the same things you do to keep them around.

This sentiment can be achieved through added-value strategies like promotions, deals and personalized outreach, or through community-building tactics like authentic collaborations and user-generated content.

Similarly, Kat Cole, president and chief operating officer, Athletic Greens, spoke about authenticity in employee culture. According to Kat, businesses should open clear channels for dialogue with their employees to ensure everyone feels supported from their first day at the company to their last.

“Confidence is earned through experience.”

Melissa Ben-Ishay, co-founder and CEO, Baked by Melissa started her mini cupcake business in 2008 and it has since become a staple bakery chain in New York City. This is an impressive feat in a crowded industry, and it was made possible by her focus and innovation. After explaining her rise to the top, she told the crowd that “confidence is earned through experience.”

This sentiment rang true throughout the event as multiple speakers explained that staying true to core values and the value proposition is critical to success.

They also explained that retailers must be customer-obsessed, dedicated to the quality of their product and open to testing and retesting based on data and customer reactions.

“Be the cockroach.”

Believe it or not, Tyler Williams, head of brand experience, Zappos, used cockroaches as a metaphor for successful retailers. The pest is known for its genetic adaptability, something that should inspire retailers to continue to innovate despite industry challenges. As retailers deal with labor shortages, inflation and an impending recession, adaptability has never been more important.

Speakers throughout the day touched on upcoming innovations. For example, executives from Athletic Greens and Puppyspot expressed interest in adding subscription services for loyal customers and Jing Gao, founder and CEO at Fly By Jing mentioned focusing on seamless omnichannel experiences in 2023.

Innovation is always top-of-mind for our clients at Ketner Group, and hearing so many retailers express their intent to lean on these new technologies is promising for the new year ahead.

There’s always more to learn after the Retail Brew Summit

Every event that brings professionals together is an opportunity to get smarter, craftier, and more excited about what you do – and the 2022 SKU Retail Brew Summit was no exception. I loved hearing from so many brilliant people because it only motivates me to dive deeper into this exciting industry.

The Ketner Group team is looking forward to attending more in-person events both to support our clients and to strengthen our own understanding of the retail technology industry. For example, we’re looking forward to attending NRF Retail’s Big Show, and just last week we enjoyed attending The SEMA Show!

Please reach out if you want to meet us at one of these exciting industry events.

announcing retail tech pr handbook

Announcing the Retail Tech PR Handbook: 3 Key Takeaways

Retail technology is evolving at at an increasingly rapid pace, and that’s good news for retail tech companies. According to IHL Research, this acceleration creates a once-in-a-lifetime opportunity for technology companies, as retailers embrace new solutions.

Now is the time for retail tech executives to seize the day and capture attention through strategic PR and communications initiatives.

The question is how?

Enter our eBook! Today, we’re excited to announce the launch of the Retail Tech PR Handbook.

As experts in retail tech PR, we wanted to give our clients an all-encompassing resource that covers everything we’ve learned over our 20+ years experience in this fascinating industry.

The eBook is a blueprint on how to create and execute fantastic retail tech PR strategies. And in celebration of its launch, we’re offering three key takeaways below.

1. Do your homework.

Before launching your PR program, assess if your company is prepared.

Some key questions to ask include: What are your PR goals? Do you have the marketing resources and people needed to help manage your PR strategy internally? Are you ready to commit to PR for the long run?

Successful PR is an integral part of your overall marketing mix. Doing your homework will ensure that you’re prepared to dedicate the right internal and external resources.

2. Craft a compelling story.

Storytelling is at the heart of media relations, which relies on convincing an editor to write about your solutions by crafting a strong, compelling narrative. In turn, these editors’ publications influence who will buy your products.

We recommend evaluating your messaging and value proposition for clarity before executing your media strategy. We also recommend selecting a great partner to help you craft your compelling story.

3. Create a PR plan.

PR plans are like driving directions for a road trip: you need to know what turns to take to arrive at your destination. You also need to leave some wiggle room for stopping for gas along the way. Some of those turns and exits will come soon, others won’t happen until much further down the road.

Your PR plan should include PR activities that are built into the plan well in advance to make the most out of long-lead time opportunities, such as trade shows, awards, product launches, research projects and any seasonality to your retail brand.

In addition, your PR plan should incorporate pit stops, or the necessary wiggle room set aside each month for unplanned activities like incoming media and analyst relations requests, company news, and more.

Keep learning about retail tech PR

Ready to learn more about how to create a top-notch retail tech PR strategy? Fantastic!

You can download our eBook here. Happy reading!