Hello Reader,

Welcome to the latest issue of Behind the Counter, Kitestring Technical Services' monthly roundup of the ideas, innovations, and moves shaping the future of retail. Whether you are new here or have been reading since the beginning, we’re glad you’re part of the community!

Behind the Counter is built for retail technology leaders who know that building better stores means blending tech innovation with operational excellence and customer obsession. Each month, we cut through the noise to spotlight the real-world strategies and technologies making the biggest impact. Let’s dive into Building the Stores Shoppers Want!

PDI’s Payments Power-Up

PDI has been on a shopping spree, and it is not the casual kind. Their latest pickup, P97 Networks, puts mobile payments squarely in their toolkit, adding to earlier acquisitions like Orbis and Commdata’s Smartdesk. With all these pieces coming together, PDI is not just building capabilities, they are building a serious claim on the future of unified retail tech.

Kitestring Take: This is not random empire-building; it is a blueprint for convergence. If PDI can weave these solutions into a seamless roadmap, they will have something every retailer wants: a one-stop shop for engagement and payments. Retailers are tired of juggling disconnected tools, and partners who can deliver true simplicity are about to become very popular. In unified commerce, friction is not just annoying, it is a dealbreaker. PDI clearly understands that.

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PetSmart’s Store-to-Door Pivot

Shipping from stores sounds easy until you try it at scale. PetSmart is going for it, moving 90% of its online orders through its physical locations. It is a smart bet on local speed, but only if the stores themselves are reengineered for the job with better backrooms, tech, and training.

Kitestring POV: Store-based fulfillment is not just a new task for old stores; it is a total transformation. PetSmart’s move shows how urgent local delivery has become, but without the right investment, it is like trying to race with a flat tire. Efficient omnichannel is not about hustle, it is about infrastructure. The retailers who build stores for speed, not just shopping, will own the last mile.

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The Digital Shelf Gets Smarter

Digital shelf labels might seem like a small upgrade, but their impact is massive! They speed up pricing changes, enable dynamic promotions, and slash operational costs. Yes, the upfront investment is real, but the payoff in agility, accuracy, and customer trust is even bigger.

Kitestring Takeaway: DSLs are not just high-tech price tags; they are a strategy shift. Retailers who see them as levers for operational speed and customer satisfaction will pull ahead fast. The most savvy players are leveraging DSLs to unlock dynamic pricing, faster responses to trends, and more precise in-store execution. In retail, the shelf has always been prime real estate, and now it is becoming prime digital real estate. The future is dynamic, and the shelves are too.

Dive Deeper→

Old Navy’s New Secret Weapon: RADAR

Ever spent 20 minutes hunting for your size at a store, only to leave frustrated? Old Navy gets it and they’re doing something about it. Rolling out to 1,200 stores, their new RADAR system uses RFID, AI, and computer vision to track inventory in real time. That means fewer empty shelves, faster service, and a whole lot less “Sorry, we’re out” moments.

Kitestring Insight: Old Navy isn’t just making their shelves smarter; they’re making shopping less stressful! Real-time inventory tools like RADAR aren’t about showing off tech; they’re about solving the everyday annoyances that drive customers away. Better stock visibility boosts sales, saves time for associates, and makes every trip to the store feel like a win. In a world where loyalty is built one good experience at a time, mastering the basics is still retail’s biggest power move.

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Digital Presence Is Not Optional

These days, if you are not online, you are invisible. NACS Magazine gets real about it: being found in search, staying active on social, and handling customer reviews are not extra credit, they are survival skills. For smaller retailers, tools like THRIVR are stepping in to make digital marketing feel a lot less overwhelming.

Kitestring’s Strategic View: Retail is a digital-first game, even for brick-and-mortar brands. Being great in-store does not matter if no one can find you online. The best tools do not just make marketing easier, they make growth possible. Retailers that embrace this new baseline will thrive, the rest will wonder where everyone went. THRIVR shows that simplicity and visibility are the new power duo.

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Podcast Pick: RETHINK RETAIL- Creating Seamless, Interconnected Retail Ecosystems

Ever feel like retail tech talk gets stuck in the clouds? This episode of Retail Tech Tips brings it back down to earth. Industry insiders from VusionGroup and Kyndryl break down how AI, cloud computing, and electronic shelf labels (ESLs) are moving from buzzwords to real-world wins. It's all about cutting through complexity to create smoother, smarter in-store experiences that actually work for retailers and shoppers alike.

Kitestring’s View: Retailers are officially out of the “let’s wait and see” phase. AI, computer vision, and ESLs are reshaping stores right now, not someday. The best part? These tools aren’t just flashy tech—they’re fixing real pain points, from labor shortages to inventory nightmares. VusionGroup and Kyndryl show that scaling interconnected ecosystems isn’t a moonshot anymore; it’s mission-critical. Retailers who move fast and focus on practical, ROI-driven tech will win this next chapter of in-store innovation.

Listen now →

What a POS Should Actually Do

Lauren Shanesy lays out what a modern POS system should really deliver. Yes, availability and flexibility are musts, but integrations are the real MVP. If your POS is not connected to your inventory, CRM, and eCommerce, it is just a glorified cash register.

Kitestring’s Thoughts: A good POS is not just about speedy checkout; it is the backbone of your entire operation. It should connect, communicate, and simplify, not stand alone. Retailers who still treat POS as a one-off tool are leaving money and data on the table. In the age of real-time everything, your POS should be as connected as your customer is. Anything less is yesterday’s tech!

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Thanks for Reading!

In today’s retail world, shoppers expect more and patience is shorter than ever. Building stores that truly deliver means staying sharp, staying connected, and staying ready to adapt. We are proud to share insights that help you stay ahead and build experiences shoppers love. Thanks for reading Behind the Counter, and we will see you next month with more strategies, technologies, and ideas driving retail forward!