Industry Expertise

Retail technology is a broad category. Begining in 2000 my focus has been concentrated in several distinct areas - each with its own distinct ecosystem of partners and evolution.

Foundational to retail technology is point of sale (POS). From the beginning of my career, I have worked with partners and manufacturers developing deals and implementing solutions for clients.

The commoditization of POS hardware forced the reseller market to develop solutions that created separation from the competition. High margin services like support, maintenance and configuration / deployment were the drivers for the organizations I was fortunate enough to work for. 

I have learned that clients value a hardware independent attitude, allowing the retailer many paths to a successful implementation. As a result, I have developed relationships with all the major hardware providers in this diverse ecosystem over my career.

As the industry evolved, it became clear that simply offering POS hardware would not meet client expectations or achieve long-term growth. This shift prompted a greater emphasis on value-added services and tailored solutions, enabling resellers to address unique business challenges and foster deeper client relationships.

Culminating in October 2015, the EMV liability shift was transformational to the retail technology industry. The years leading up to deadline imposed by the card networks, was a mad rush to identify, test, certify, purchase and implement payment technology for all major retailers. Clients sought trusted parties to assist, and my career put me in the right place and the right time.

Beginning in 2007, I made the case to join the PCI SSC as a Participating Organization to secure our seat at the table. Next, we had to invest in the technology to scale. I became a certified Payment Card Industry Professional (PCIP) and moved the organization to become a Qualified Integrator Reseller (QIR) and became 1 of 2 in the organization certified to do a qualified installation.

By 2009, we were building and delivering a $20 million dollar pipeline of equipment and services. This put me in the nexus of payment security technology, sales and deployment. I drove results managing all aspects of delivery, market development and consultative selling.

Proper configuration and integration of POS equipment are critical for seamless retail technology deployment.  Custom device configuration, complete store staging and, payment terminal key injection by a trusted partner before the equipment arrives onsite are key to an on-time and on-budget deployment. These steps ensure hardware is secure, compliant, and ready for immediate use, reducing downtime, out of box failures and operational risk. 

Often an end user will do this internally, but this is not scalable for large deployments and leads to inconsistent results on smaller projects over time. If it is not a full time responsibility it is left to who is available. Many partners advertise this service as a core offering but few can deliver all the multi-level logistics required with the flexibility a retailer demands.

Reverse logistics and refurbishment programs further optimize cost and sustainability. By combining logistics excellence with tailored solutions, companies deliver scalable deployments across diverse retail environments. This approach not only accelerates implementation but also supports long-term reliability and adaptability, positioning retailers to meet evolving market demands confidently.

The point of sale (POS) technology repair industry has evolved significantly, driven by rapid advances in hardware and software, increased adoption of EMV and contactless payment technologies, and shifting customer expectations.

In the past repair and maintenance agreements were dominated by the OEMs. However, as POS devices became more complex and the install base of terminals grew, there was a rise in independent repair organizations offering multi-vendor support, better service agreements, and faster turnaround times.

The repair industry trended toward consolidation of service providers, increasing focus on refurbishment and parts recycling. The recent retailer trend to consumer-grade devices and the overall cheapening of traditional POS hardware have impacted the market forcing adaptation.

I have managed repair centers and understand the OEM versus 3rd party repair center dynamics. It continues to evolve and there are still many opportunities to capitalize. True value is realized through the sale of repair contracts at the time of purchase creating a seamless solution for the client.

Both on-site maintenance and deployment services are key to the successful installation and upkeep of technology investments. In today’s fast-paced retail environment, technology drives every transaction and customer interaction. Onsite maintenance ensures your systems remain reliable, secure, and optimized for peak performance. By addressing issues proactively, you minimize downtime, protect revenue, and deliver seamless shopping experiences. From point-of-sale systems to digital signage, expert onsite support keeps your technology running smoothly, reducing costly disruptions and safeguarding customer trust.

I have been instrumental in every aspect of field maintenance from the RFP response to renewal of multi-year agreements. Nailing the customer requirements and staffing to the contracted service level are vital to success and customer satisfaction. Customers want a partner, not a vendor. In my experience, successful partnerships are based on open communication and clear expectations among all parties. Often your success depends on the success of other providers as well. Recognizing your part in the equation while supporting other partners is what the customer demands.