How Customized Retail Technology Solutions Are Shaping the Future: Insights from Jim Roddy

00:00 – Jim Roddy:
Hi, I’m the President and CEO of the RSPA — the Retail Solutions Providers Association. We’re North America’s largest community of technology providers serving the retail, restaurant, and grocery verticals. You guys are members, and I’m glad to be talking with you.

00:23 – Craig Williams:
Thanks. Tell us a little bit about what you’re hearing from retailers — the challenges they’re facing, their strengths, and how you see technology helping.

00:35 – Jim Roddy:
Sure. While our association doesn’t talk directly to retailers, our 730+ members are deeply connected to hundreds of them. From what we hear, the big trend right now is customer experience. Consumers expect to buy what they want, when and how they want it — and they expect that from all retailers, not just the big ones. That used to be an advantage for large companies, but now everyone is expected to deliver that kind of experience.

01:20 – Jim Roddy:
Another major trend is efficiency through technology. Every retailer, restaurateur, and grocer operates differently, so there’s a strong demand for solutions that are customized to each business. One-size-fits-all doesn’t work anymore. One of our members put it well — “One size fits one.” Success in this space means building custom solutions for each unique client.

01:59 – Craig Williams:
Let’s talk about RMH. What are your thoughts on the conference this week?

02:06 – Jim Roddy:
It’s been great. They’ve had record attendance — about 135 attendees. What’s interesting is the number of restaurant resellers and restaurant tech providers attending, even though RMH is a 100% retail-focused conference. A lot of them said it was their first time here.

02:49 – Jim Roddy:
There’s so much competition in the restaurant tech space, especially from big VC-backed companies offering generic solutions and strong marketing. Many restaurant-focused solution providers are struggling to compete. Retail, on the other hand, is more specialized. That’s why these providers are exploring retail — their skill sets and personalized service are a better fit.

03:26 – Jim Roddy:
Some folks have joked that restaurants are becoming like a one-night stand — constantly switching providers. There’s no long-term relationship or loyalty. One vendor even got nicknamed the “Tinder of POS.” In contrast, retail clients — many of whom have been in business for decades — value deep, long-term partnerships. They’re passionate about using technology to improve their businesses and lives.

03:59 – Craig Williams:
Why do you think the restaurant sector has evolved this way, and what can vendors do to adjust?

04:10 – Jim Roddy:
It’s largely due to aggressive marketing by the VC-funded companies. Smaller providers can’t compete with their budgets. And with the internet, it’s easy for business owners to Google “restaurant POS” and go with the first name they recognize — usually a heavily marketed brand. Local providers don’t get the same visibility.

04:49 – Jim Roddy:
Another challenge is that today’s business owners grew up with technology. They feel confident making tech decisions themselves, even when they lack deep expertise. That makes it harder for trusted advisors to get involved early in the process. It’s a headwind local solution providers have to fight.

05:20 – Craig Williams:
What advice would you give to a small restaurant chain — say, three or four stores — that’s facing these challenges?

05:28 – Jim Roddy:
Don’t go it alone, and definitely don’t make decisions based solely on what an 800-number provider tells you. Talk to a local solution provider with experience working with similar businesses in your area. Every region is different, and your needs will vary based on your location and operations.

06:09 – Jim Roddy:
Find someone who’s a true restaurant tech expert. They’ll ask the right questions — about data management, marketing, payment options, digital menus, and more. Those deep, specific conversations are where real solutions come from. The big-name providers may be okay for getting started, but they’re rarely able to support long-term growth. You need a trusted advisor who can help you scale.

06:30 – Craig Williams:
Last question — you’re in New Orleans. What’s the one thing you have to do here?

06:35 – Jim Roddy:
You can’t miss the live jazz and blues. Even in the morning, you’ll hear it on the streets. And the steamboat river cruise on the Mississippi — it’s like stepping back in time with the music and the old-school vibe. It’s a really memorable experience.

07:01 – Craig Williams:
Fantastic. Jim, thank you very much.

07:02 – Jim Roddy:
Thank you!