CrimeAug 04, 2026
Crew of Thieves Break Into Indiana Jeweler’s HomeFour men were charged in connection with the break-in and accused of stealing $365,000 in cash, jewelry, and designer goods.
TechnologyApr 06, 2017
How John Hardy is Stepping Up Its Omnichannel Game
The brand is using a new technology called Hero, which connects e-commerce customers to in-store associates.
New York--Capturing the consumer in the digital space is no longer just about making sure you have a web presence. These days, it’s increasingly important for retailers and brands to find a way to create one seamless experience among their brick-and-mortar stores, website and customers’ mobile devices.
Jewelry brand John Hardy is using a new technology that will virtually bring its e-commerce customers into the stores, so to speak.
The brand is working with Hero, an app that connects in-store retail associates with e-commerce customers through messaging, photos, videos and live video streaming.
Hero has been present in the European market for a few months now, where they’re seeing jewelry, apparel and homeware as the major categories employing the app, founder and CEO Adam Levene said.
Hero is new to the U.S. market and is launching here through this partnership with John Hardy.
The app connects e-commerce customers who might need assistance in real time to an associate in a boutique who has the product knowledge, is surrounded by the product and can take photos and videos, Levene said.
For store associates, Hero operates through an app on their smartphone.
When asked about how the app takes into account a store’s busy hours or associates’ unavailability, Levene compared it to Uber, in that it can be turned on and off from any associate based on whether or not they can help customers via Hero at the time.
From the consumer end, it’s as easy to use as accessing the store’s website. If an associate is available, Hero will be an option for them to connect while they’re on the site.
“We’re (also) doing some things behind the scenes as well where we’re able to detect busiest times on the website, and we can start to make smarter recommendations to the times during which associates should be available,” Levene said.
When asked how much it costs for retailers to use Hero, Levene said pricing depends on the number of stores, associates and volume of internet traffic but also metrics such as conversion rates of online sales.
John Hardy is launching Hero in all of its stores, starting with Houston and New York and extending to Los Angeles, as well as a possible international expansion for the brand to allow for access to associates no matter the time zone.
The brand said when it started using Hero, it saw quick results.
Editors' Picks
Sponsored by
According to Audrey Yu, the company’s vice president of global digital, they saw a 10 percent increase in the number of sales online using Hero and a 44 percent increase in average order value.
“Hero has created something very special at a time when retailers, especially in the luxury space, are needing to champion innovative ways to bring the brand experience and high-touch service to where the clients are--online,” she said.
The results might not be surprising to anyone who’s been keeping up with the studies and stories of late emphasizing how important an omnichannel approach is for retail and how consumers tend to spend more when given more touch points with which to interact during the sales process.
Technology like Hero not only offers the opportunity to provide the same level of customer service online that a client would have in the store but also gives associates another chance to engage with clients.
Levene said they have found that the customer experience is best when the associates are not only very knowledgeable but also incentivized.
“We know that associates often see the dot-com site as a threat because they see the traffic of consumers is migrating from the brick-and-mortar store to online,” Levene said. “With Hero, the associates see the dot-com site as another opportunity.”
“Hero has created something very special at a time when retailers, especially in the luxury space, are needing to champion innovative ways to bring the brand experience and high-touch service to where the clients are--online,” she said.
The results might not be surprising to anyone who’s been keeping up with the studies and stories of late emphasizing how important an omnichannel approach is for retail and how consumers tend to spend more when given more touch points with which to interact during the sales process.
Technology like Hero not only offers the opportunity to provide the same level of customer service online that a client would have in the store but also gives associates another chance to engage with clients.
Levene said they have found that the customer experience is best when the associates are not only very knowledgeable but also incentivized.
“We know that associates often see the dot-com site as a threat because they see the traffic of consumers is migrating from the brick-and-mortar store to online,” Levene said. “With Hero, the associates see the dot-com site as another opportunity.”
More on Technology
The Latest
MajorsAug 04, 2026
Pandora Hires Former Signet Board Member to Lead North American MarketAndré Branch has more than 25 years of experience with various brands, most recently serving as CEO of Ariana Grande’s cosmetics company.
MajorsAug 04, 2026
Sasha Primak Acquires GemlokNew York-based atelier Gemlok is best known for creating the innovative “bridge” setting that became popular in the bridal market.
Brought to you by
Why More Jewelry Retailers Are Hosting Turnkey Estate Buying EventsRetailers are seeking new ways to attract customers, increase traffic, and create revenue – Estate buying events are a popular solution.
CollectionsAug 04, 2026
Musician Carlos Santana Launches Jewelry BrandSantana Now's debut collection, “Unidad,” features symbolic motifs as well as pieces of wood from the Woodstock stage.
Weekly QuizJul 30, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CrimeAug 03, 2026
Florida Man Gets 15 Years in Trio of Jewelry Store RobberiesThe 50-year-old man pleaded guilty earlier this year to robbing two jewelry stores and a pawn shop of more than $700,000 in merchandise.
WatchesAug 03, 2026
Citizen's New Spider-Man Watch Is a Collector’s DreamThe watch’s dial features an original design by Marvel comics illustrator Adam Kubert.
Brought to you by
Wedding Band Trends 2026: Personalization Takes Center StageColored gemstones, artisan finishes, mixed metals, and meaningful details are shaping demand in bridal jewelry.
CollectionsAug 03, 2026
Chatham Releases First Men’s CollectionThe new collection of lab-grown diamond and colored gemstone jewelry provides a “fresh perspective” on the category, Chatham said.
TrendsAug 03, 2026
Amanda’s Style File: Spinel vs. Peridot While some August babies are team peridot, the month's time-honored birthstone, others are team spinel, the newer alternative.
TrendsJul 31, 2026
These Pieces of the Week Are Sweet Edina Kiss’ “Popsicle” pendant and Karina Choudhrie’s “Ice Cream” charm satisfy that summer craving for a sweet piece of jewelry.
MajorsJul 31, 2026
Macy’s Iconic Red Shopping Bag Sign Torn DownThe massive billboard has been in the same spot on the department store’s Herald Square flagship store for decades.
SourcingJul 31, 2026
Gemfields’ H1 Revenue Jumps 72%The miner’s ruby and emerald auctions brought in a combined $102.9 million.
SourcingJul 30, 2026
De Beers Sale in ‘Final, Most Challenging’ Phase, Anglo CEO SaysThe goal is for the De Beers sale to be finished by the second half of 2026, with the subsequent approvals process expected to take a year.
Policies & IssuesJul 30, 2026
JA Heads Back to Washington as New Wave of Tariffs Takes Effect David Bonaparte, along with Tim Haake and Ronnie VanderLinden, continue to lobby for tariff exemptions for diamonds, gemstones, and pearls.
SurveysJul 30, 2026
Consumer Confidence Slips in JulySurvey respondents were concerned about the rising prices of food and groceries as well as unemployment.
Events & AwardsJul 30, 2026
Vicenzaoro Releases 2026 Education LineupThe trade show, slated for Sept. 4-8 in Vicenza, Italy, will feature sessions on trends, AI, gemology, and manufacturing.
Events & AwardsJul 30, 2026
Hillsborough Show Moves to New Location for 2026The public shopping event featuring art, jewelry, watches, and rare collectibles, will take place in Santa Clara, California, this fall.
EditorsJul 29, 2026
Q&A: The Past and Future of Angola’s Diamond Industry Endiama Commercial Director Elton Escrivão knows people have a lot of misperceptions about Angola. He wants to change that.
MajorsJul 29, 2026
Kevin Reilly Retires After 39 Years in the Jewelry Industry Reilly has been with PGI USA for the last 20 years, leading partnership development and professional education.
FinancialsJul 29, 2026
Kering’s H1 Jewelry Sales Up 14%Boucheron reached record sales while Pomellato found success in its signature collections.
Events & AwardsJul 29, 2026
Lauren Harwell Godfrey Designs a Flag for ArkansasShe was one of more than 120 American designers who created flags for the “United Flags of Fashion” project led by CFDA and Vogue.
ColumnistsJul 28, 2026
Peter Smith: Why Your Job Postings May Be Working Against You Smith reveals the method The Retail Smiths use to help retailers and vendors write better job postings.
FinancialsJul 28, 2026
Tiffany & Co., Bulgari Lead the Way for LVMH in H1LVMH’s jewelry and watch brands outperformed the company’s other divisions in an environment the company described as “disrupted.”
CollectionsJul 28, 2026
Lionheart’s New Collection Unites Spiritual Iconography“Sacred Heart” features symbols like crosses, angel wings, the Star of David, and the evil eye as a representation of coexistence.
Events & AwardsJul 28, 2026
The Edge Funding 2 Scholarships Via 24 Karat Club SEUS The scholarships will go to early-career professionals looking to study gemology, bench work and jewelry design, or store operations.
SurveysJul 27, 2026
Jewelry Leads Luxury Market Amid Stabilization, Bain SaysBain & Company delved into the trends shaping the luxury market, the impact of AI, and more in its recent study.
