NewStore Big Ideas Session at NRF: Choosing a Partner, Not a Vendor – Insights from Retail Leaders
Posted by Kit Campoy on Feb 10, 2025
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This is it! You’ve found it. Your a-ha moment. Your leadership team is buzzing with excitement about this new initiative. But now what? You need the right tech and partners who truly understand your business to bring this vision to life. Where do you start? How do you find a vendor who sees the big picture and empowers you to do your best work?
Having true partners, not just vendors, can make a world of difference in your daily work. They can take your vision from “I think so…” to a confident “We got this!” moment. You may even share a laugh or two.
At NRF’s Big Show this year, NewStore hosted a Big Ideas Session with retail leaders to discuss the critical difference between vendors and partners. We sat down with Jason Lerman, VP of IT and Systems at UNTUCKit, Jess Coleman, Head of Systems and IT at Manolo Blahnik, and Marc Iannotta, VP of Operations at Veronica Beard.
Ian Scott, in his never-to-be-missed floral shirt, moderated an insightful session. They discussed the key difference between having a vendor and a partner in retail.
Vendor relationships are often transactional, product-focused, and short-term. “Vendors often try to make their products fit your business,” noted Lerman. Coleman agreed, adding, “Most vendors pitch using the same generic language.” This lack of personalized solutions can create more work for you. Reactive solutions, rather than proactive ones, drain your resources – especially time and energy.
Because vendors are so focused on their products, they often miss the bigger picture of your company’s unique stage of growth. They frequently lack a deep understanding of your specific needs.
But there’s a better way. “Vendors often implement their product and leave,” said Coleman, “but the real work starts after implementation.” True partners are always thinking two steps ahead.
True business partners collaborate. They care about long-term success and strive to understand your unique challenges. “As you grow, partners grow with you,” said Iannotta. “They’re invested in your success.”
Look for a partner who works with similar clients – companies of comparable size and structure. A dedicated customer success manager will become an extension of your team, immersing themselves in your business. They understand your customer and your pain points. “If they’re the right partner, they make things easy,” said Coleman. “When you have a lean team, you need to lean on them.”
The right partner can also connect you with other leaders at similar companies, expanding your network and providing valuable resources for better decision-making. “NewStore reduced our promotions workload by 30% and has supported our pop-up shops,” noted Coleman. That kind of partnership is a huge win.
Shared values enable customer success managers to adapt quickly to unforeseen events. Because you understand each other, you avoid frustrating phone calls, emails, and the anxiety of wondering if your urgency is understood. Partners provide consistency and transparency – crucial for any retail company, regardless of size.
Vendors focus on themselves and their products. Partners focus on you. They understand your business, your customers, and your growth trajectory. They simplify your job and expand your professional network.
Strong, collaborative relationships are at the heart of a solid partnership. There’s a sense of trust and psychological safety because you’re truly in it together.
Remember: the real work begins after go-live. You want a partner who will answer your call, work through any issue, provide the resources you need, and act as an extension of your team.
Because, as we all know, anything can happen in retail.
Want to hear more straight from the experts? Watch the full recording of our NRF Big Ideas Session to catch all the insights, real-world examples, and expert advice shared by our panelists.
Kit Campoy is an author and retail expert with two decades of experience leading retail teams. Today, she freelance writes for world-class SaaS Retail Tech companies.
