Gartner Blog Network

Robert Hetu
Research Director
6 years at Gartner
29 years IT Industry

Bob Hetu is a Research Director with the Gartner Retail Industry Services team. His responsibilities involve tracking the technology markets and trends impacting the broad-based retail merchandising and planning areas. Mr. Hetu is an expert in the areas of brand, vendor and assortment management, merchandise planning, allocation, and replenishment. Read Full Bio

Retail Pricing In Stores Must Become Real Time

by Robert Hetu  |  June 21, 2018

Retailers, particularly those with stores, face a difficult challenge in supporting consistent pricing across all channels, since digital commerce pricing can be easily changed multiple times per week, day or hour. In contrast, changing in-store pricing of products during the sales day can cause considerable confusion and frustration for customers and associates. Keeping the price […]

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Retail Has the Highest Perception of Risk for Disruption From New Market Entrants

by Robert Hetu  |  June 4, 2018

As Amazon and Alibaba continue to gain market share in several geographies, retail’s existential threat is not going to wane. Other disruptive models are emerging such as the combination of insurance giant Aetna with CVS, and the planned merger of Asda and Sainsbury’s in the U.K. Target’s purchase of Shipt, and Walmart rising as the […]

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Gartner Features 9 Cool Vendors Serving Retail

by Robert Hetu  |  May 2, 2018

Now more than ever retailers must look outside of their normal sphere of technology vendors to find ways to differentiate their customer experience through cool vendors.  This year our retail team has split our cool vendor reporting into 3 different groups focused on critical needs in retail. Cool Vendors in Transforming Multichannel to Unified Retail Commerce, […]

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Past is Prologue for Digital Business in Retail

by Robert Hetu  |  April 2, 2018

A visit to Riordan Mansion, built in 1904 in Flagstaff, Arizona, reminded me that in retail what’s old is new again.  I am talking about home delivery.  As I entered the rear porch of the home there it was – a complex door system that had refrigerated and dry goods compartments. Delivery companies could then access […]

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2018 Gartner/RIS NEWS Retail Tech Survey is Out

by Robert Hetu  |  March 29, 2018

I have provided the executive summary here, the full report can be accessed by all through a link at the end of this blog. Not an apocalypse, but an evolutionary event In 2017, a healthy holiday season provided great relief for weary retailers. A strong economy lifted all, proving that traditional retail is not dead. […]

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Out Of Destruction Comes Opportunity

by Robert Hetu  |  March 15, 2018

Are you prepared to reap the benefits provided by the demise of Toys”R”Us (TRU)? It still held 13.6 percent of the toy market in 2016, and the spoils will go to those who move quickly enough to capture the consumer. Enough of the sad tales of childhood lost, I am not going to go there […]

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Walmart’s Freshness Algorithm; A Great Example of Algorithmic Retailing

by Robert Hetu  |  March 13, 2018

When I introduced the concept of algorithmic retailing two years ago my definition was simple. The application of big data through advanced analytics across an increasingly complex and detailed retail structure to deliver an efficient, flexible, yet unified customer experience. In a recent blog post, Walmart announced Eden, a solution that “leverages sophisticated technologies such […]

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A Retail CIO’s Role in Driving Digital Business Success

by Robert Hetu  |  March 9, 2018

In my latest research, 2018 CIO Agenda: A Retail CIO’s Role in Driving Digital Business Success, I found that culture is not only a business problem. The change readiness of the retail IT organization and CIO leadership of non-IT functions lag in our 2018 Gartner CIO Survey. Most retail CIOs have a seat at the table, […]

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The Right Disruptive Technologies Will Delight Customers

by Robert Hetu  |  February 28, 2018

Customers are using emerging technologies to transform the ways in which they interact with retailers. Retail CIOs must help the business understand how the convergence of these technologies can be used to deliver delightfully disruptive customer experiences.  My recent research highlights an approach for discovery that we call “delightfully disruptive”. What does a “delightfully disruptive” use […]

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Did Walmart Unintentionally Prove The Supremacy of Consistent Cross-Channel Pricing?

by Robert Hetu  |  February 22, 2018

Walmart’s rate of ecommerce sales growth dropped to just 23% in Q4 after achieving nearly 50% for the first 3 quarters of the year.  While it indicated that out of stocks due to operational issues were partially to blame, I believe that much of the blame falls on an attempt to raise online pricing.  In […]

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