Hello Reader,

This month’s Behind the Counter is serving up a full spread. From c-stores cooking up foodservice plays to Halloween’s unstoppable retail boom to new tech tackling theft, the stories all point in the same direction. Retail is getting smarter, faster, and more personal, and the challenge is balancing technology with customer trust.

The Foodservice Move Shaking Up C-store Tech

RaceTrac’s move to acquire Potbelly signals more than a foodservice play. It is a sign that c-stores are crossing into quick-serve territory, where tech expectations around mobile ordering, loyalty, kitchen operations, and delivery all converge. The acquisition sets the stage for a new wave of complexity and opportunity in how convenience retailers run their stacks.

Expert Take: Once a c-store adds a serious food program, the tech stack has to grow up fast. Pumps, kitchens, mobile, loyalty, and delivery all need to sync in real time. The real winners will be the operators who solve for speed of integration, not just buying shiny new systems. Open APIs and lightweight connections turn opportunity into execution, and that is where the real shift in c-stores is happening.

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Facing Up to Retail Theft

Sainsbury’s is running an eight-week trial of facial recognition in two UK stores as shoplifting hits record levels. The technology, built by Facewatch, flags repeat offenders and violent customers, but privacy advocates call it “chilling” and warn of overreach. With theft rising and staff safety at stake, the retailer faces the tough task of balancing protection with customer trust.

Kitestring’s Perspective: The response to retail theft is not just more staff at the door; it is smarter technology. AI-powered cameras, advanced sensors, and secure self-checkout stations are becoming essential tools to protect profits while keeping employees and shoppers safe. But retailers risk eroding trust if shoppers feel watched or inconvenienced. The challenge for hardware and operations teams is to weave these tools into the store so seamlessly that honest shoppers still feel welcome and valued. Security only works long-term if it protects people while preserving a frictionless experience.

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Spooky Season, Serious Business

Halloween is now one of retail’s strongest growth engines, with spending projected at $13.1 billion this year. From Home Depot’s viral skeletons to Target’s affordable decor, brands are pulling holiday demand forward and betting on value as inflation lingers. The mix of nostalgia, community, and fun makes spooky season an unbeatable revenue driver.

Kitestring’s View: Beyond the increase in sales, this season is about the relationship between people and the stores where they get candy, costumes, and decorations from. That connection is now fueled by personalization, AI, and social media, which guide shoppers toward the brands that make their celebrations feel unique. The trick is having the right technology to achieve all of this in such a way that the magic doesn't vanish the moment the customer walks into the store.

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Legacy Tech Is A Hacker’s Best Friend

Even as companies race to modernize, older systems linger in the stack, and they are prime targets for cyberattacks. Unsupported software, outdated devices, and a lack of visibility make it hard for CISOs to plug gaps, especially when patching could break critical infrastructure. Experts stress inventory, software bills of materials, and strong detection tools as must-haves to keep yesterday’s tech from becoming today’s breach.

Kitestring’s Insight: This article raises excellent points about the hidden risks of legacy systems. As organizations push to modernize, they often connect modern platforms to legacy infrastructure due to budget, time, or the sheer complexity of replacing mission-critical systems, sometimes as risky as “open-heart surgery” on the enterprise. The real danger comes when new systems are added without fully mapping the legacy architecture they rely on. That’s like driving without a seat belt; you may be fine, but you may not. A holistic view of both legacy and modern systems is the safer path.

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Gartner: Human Agents Aren’t Going Anywhere

Despite speculation, Gartner predicts no Fortune 500 company will eliminate human customer service agents by 2028. While simple requests are already automated, the toughest issues require empathy, judgment, and flexibility that AI can’t replicate. Even companies planning major cuts to contact center staff are expected to pull back, with half dropping those plans by 2027.

Expert POV: Gartner’s right that full replacement of humans in customer service isn’t realistic any time soon, but the smartest move isn’t trying to automate everything, it’s giving customers choice. Let AI handle quick, transactional stuff for those who prefer speed, while always keeping the option of a human for people who value empathy, nuance, or just reassurance. Forcing everyone into bot-only experiences risks eroding trust; making it opt-in builds trust and adoption.

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Your Loyalty App Just Carded You

Spinx is rolling out a smarter way to handle age verification by tying it into loyalty. Spinx is using Rovertown and its own transaction logs to pre-verify age eligibility for loyalty members, cutting out extra hardware and manual checks. Members who hit thresholds like three ID-verified tobacco purchases or ten total tobacco purchases are auto-cleared to receive age-restricted offers, which tightens compliance and boosts personalization. It’s a win for convenience and a clever use of data.

Our Take: Spinx is showing how loyalty can actually enhance the customer experience, not just track points. Age checks are usually clunky, but tapping into what you already know about a shopper is a clever, customer-first approach that makes the whole process less painful.

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The Business Case to Bring Back Your Childhood

A new survey shows nostalgia is a powerful force in American wallets. More than half say their discontinued favorites mean more than anything on shelves today. Consumer attachment runs deep, with 81% sticking with at least one brand, and nearly a third are in it for life. The message is clear: when it comes to the products we grew up with, memories outweigh price.

Our Opinion: Turns out your childhood Nintendo console might be the most powerful marketing tool of 2025. Nostalgia triggers dopamine, rewiring our brains to spend, stick around, and forgive price hikes. Win a customer’s heart and you’ll likely have it for life. Retail tech takes it further, letting brands reissue classics with smarter design, data-driven targeting, and immersive store moments. Two-thirds of Americans say they’d pay extra for a throwback, which makes the past one of the most profitable futures. Paging Altoid Sours, you’re late.

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Thanks for Reading!

Retail is moving fast, but the heart of the challenge has not changed. Technology only wins when it makes the shopping experience better, safer, more personal, and more fun. Whether it is foodservice integrations, nostalgia-driven loyalty, or high-tech loss prevention, the best retailers are proving that innovation and customer trust go hand in hand.