How Technology Powers the Nation’s Largest Hardware Store

As the IT manager for Hartville Hardware, the largest hardware store in the nation, Jade Liechty plays a pivotal role in keeping operations running smoothly. With a store footprint of more than 300,000 square feet, Hartville Hardware in Hartville, Ohio, is a unique retailer, offering everything from home improvement essentials to design services. Liechty oversees an IT team of 15 in a company with more than 800 employees. Managing the technology needs of such a vast operation requires technical expertise and a deep understanding of the hardware industry’s specific challenges.

At the Epicor Insights for Building Supply and Retail event in Las Vegas this past November, Liechty received the Epicor Retail Executive Champion Award. In this question-and-answer interview with Hardware Connection, Liechty shares how his role enables technology to play a big part of Hartville Hardware’s success.

Liechty’s perspective is shaped by the dynamic environment at Hartville Hardware, where technology is used to enhance customer experiences and streamline daily operations. Whether it’s maintaining reliable point-of-sale systems, managing an extensive inventory, or delivering actionable data to leadership, Liechty ensures that the technological backbone of the business supports its mission to serve customers effectively.

“Working at a store this size gives you an appreciation for how much technology can drive efficiency and decision-making,” Liechty says. “It’s not just about keeping systems running—it’s about using data and tools to support the team and improve the overall experience for customers.”

Here, Liechty offers a behind-the-scenes look at what it takes to manage IT for a retail operation of this scale while he also shares valuable insights into the intersection of innovation and hardware retail.

HC: What does receiving the Epicor Retail Executive Champion Award mean to you personally and for Hartville Hardware as a whole?

Liechty: It’s just kind of reiterates the partnership we’ve had with Epicor since 1982. It’s been a good relationship over the years, and Epicor has been a good partner. One of the times we really relied on Epicor was when we went into acquisition mode with our first branch outside our geographic area. In 2020, we started acquiring locations with different Enterprise Resource Planning (ERP) systems. Epicor guided us through the process and systems conversions. It’s nice to have the same person who understands our system and can go through and roadmap the process.

HC: How have IT tools and systems helped you innovate or improve operations at Hartville Hardware?

Liechty: We’ve done some things with analytics with Epicor’s Eagle Compass tool. We can deliver more than 100 reports daily for our managers, everything from negative growth margin reports to sales and inventory reports. There’s some delivery dispatch software we’re looking at.

HC: What advice would you give to other hardware store owners who want to optimize their operations using technology?

Liechty: One of the main things we always look at is current customers. We talk to current customers about their experiences and look at competitors as well. We’re looking at making the switch to Epicor’s Propello and are running their software in a test environment. For other retailers, I’d say test as much as you can.

HC: How do you compete with e-commerce giants online?

Liechty: We have an online presence and do some selling like Walmart, ebay and Amazon. We’re exploring different software solutions. What drives us is always looking for a better way.

HC: Are there any emerging technologies or tools you’re excited to implement in your operations?

Liechty: We recently implemented Theatro, a communications tool that runs off our wi-fi network. All our salespeople have headsets and are connected to the communication network. Unlike traditional walkie talkies, this system can be one-to-one or can start as group, then go one-on-one. It’s something new and with Epicor’s inventory management system, we’re better able to leverage that communication system.

Another exciting technology is digital price tags. We have more than 70,000 SKUs and use Vusion digital price tags in areas where prices change often—such as appliances, power tools and lumber. We’re doing a lot of digital signage on end caps throughout the store.

HC: What other trends do you see on the horizon for the retail hardware industry?

Liechty: Quantum computing could be used to analyze inventory and pull in customer information from the store. There are also some software solutions that can track where customers go through the store that would enable retailers to leverage customer traffic, even in real time, and schedule employees to align with peak times based on sales history and weather. All of that could be done through quantum computing.

We’re not bleeding edge with technology, but we like to follow technology as it comes available. Augmented reality (AR) is another technology that could be right around the corner. We would love to have customers put on AR goggles and see what their kitchen would look like with our products. I see us getting into that landscape. Some vendor partners are already jumping onboard with that type of technology, such as using AR to design kitchens and decks.

HC: How do you think sustainability trends will shape the industry and consumer expectations?

Liechty: That market is quickly changing. It’s hard to compete in that landscape, because your staff has to be knowledgeable on those products as well. My house is connected to products that didn’t come from our store, and there is a demand for it. That’s where we hope to use Do it Best to gain a buying advantage on these types of products.

HC: What are Hartville Hardware’s biggest technological challenges?

Liechty: We’re in the process of building the new store in Middlefield, Ohio, that will open in the summer of 2025, and the new HVAC runs off computer systems. So, a bit of a challenge has been getting up to speed on those types of new technologies and implementing them. What is a little funny is the new store is in the middle of Ohio, with a big Amish community nearby. We have digital tags and super chargers on one side of the store and buggy parts and barn-building materials on the other. That shows how we have a broad customer base and everything we do with technology is for all our customers.