BMM July 2017

THE MEMBERSHIP MAGAZINE OF THE BRITISH INDEPENDENT RETAILERS ASSOCIATION ISSUE 09 | JULY/AUGUST 2017

Passion & faith In Newton Abbot, David Austin believes in investing in his family’s department store business

Membership built around you As the UK’s biggest independent retail network, we work hard to get big business benefits for you

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Comment

Make the most of your membership While Brexit bumps along, let bira help you be the best, says CEO Alan Hawkins access to the minuscule interim hardship fund.

As ever, all of us at bira will be working hard to protect your position.

A let-up in fiscal tightness may be a good thing for retailers as it should put more money in people’s pockets, but hopefully this will not be at the expense of interest rate rises as mortgages are key to disposable income. Consumer confidence will be the real issue as Brexit’s benefits or problems haven’t really kicked in yet.

As I always say, when there are major macroeconomic issues around, it may be best to be aware and plan, but ultimately to concentrate on your own business. Whatever is going on, the best retailers always make good money. One of bira’s roles is to feed its members with good ideas and learning opportunities to be among the best, so bear in mind that in the Oxford Summer School bira has the best retail training vehicle around. This magazine’s in-depth articles should

also provide inspiration and encouragement from the case histories of other independent businesses. Then there are our well-targeted conferences and study tours.

A good example is the recent Berlin DIY Global Summit mentioned on page 9. It inspired me and gave me lots of great ideas, while I met and continued to build strong relationships with my equivalents from USA, Australia, Germany, France, Sweden and more.

But how much better it would have been if there had been a members’ contingent with me also to experience all of it first-hand? President Vin Vara was a master networker and constantly brought people across to meet me and discuss business opportunities. We will probably have found one or two suppliers willing to work with bira direct. Don’t forget one good idea can pay for a conference many times over.

Do you make the most of bira membership?

news for 2 Trade bira members

13 High-street heroes

Cover photograph: Paul Driver

THE BRITISH PUBLIC, without knowing it, has thrown up a challenging scenario for whoever is in charge in the UK. A softer Brexit appears possible but that word is a media creation. We have fewer cards to play than before and the style of Brexit may well be one that the remaining 27 members will decide. They, of course, are playing to their own electorates, so what will happen behind closed doors will be unknown for some time. Both sides must realise that as much free trade as possible is good for all.

The press says the hung parliament may be good for business as a softer stance on leaving the European Union is more likely. I wonder, however, what they mean by “good for business’’. I doubt it will be small business as the high-spending and lobbying plc’s get in first to protect their interests. The recent rates debacle has left many small businesses fighting to get

IN THIS EDITION

bira plans links with trade bodies to unite indie voices, while sales slump goes on

you really 11 Are cyber-aware?

As cyber crime is growing fast, retailers must secure defences from online attack

ISSUE 09 JULY/AUGUST 2017

This is your bira magazine, so share your news, views and ideas with like-minded retailers by contacting us at editorial@bira.co.uk All contributions will be gratefully received by us JULY/AUGUST 2017

Brothers Graham & Nigel Webb believe in old-fashioned service and good neighbours

story of 14 The the Dulux blues Marianne Shillingford, creative director of Dulux, reveals secrets of colour forecasting

29 Counterpoint: Frock Flogger Leaving shambolic politics to one side, our forthright columnist feels OK

and 16 Passion faith in Devon

Austins used to have one store; now it has four that dominate Newton Abbot

wonder 26 Winter brands The festive season might seem a long way off, but Toolbank is all ready for it

Last 32 The Word

Tessa Brand just loves being an undercover operator for the women of Bath

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Trade news London indie boutique scoops £20k tech prize L E A DI NG P O S S OF T WA R E provider Vend has awarded a £20,000 retail growth package to East Londonbased owner-designer ​Kate Sheridan after holding a competition for indies.

Kate creates clothing and bags that are made in the UK. From her weekly stall in Broadway Market, Hackney, and her nearby boutique and workroom, she has built a strong international following. Her designs are stocked from Paris to San Francisco to Tokyo, and in stores across the UK. Yet the business is still run largely with pen and paper. Vend, a sponsor at the recent bira conference, wants to see Kate Sheridan take her retail business to the next level with this prize package.

“We’ve seen some pretty incredible growth from UK retailers in moving to the cloud and using clever technology to manage their businesses - from better customer insights, to a more sophisticated in-store experience, to being able to more easily track their inventory,” said Marc Cooper, VP of EMEA at Vend. “We really wanted to give another retailer this same advantage, and we’re so pleased for Kate.”

The prize comprises software and services to help facilitate growth, including five years of Vend worth up to £5,000, ​Star mPOP​ advanced POS system worth £500, an ​A lbion implementation package valued at £6,000, ​bira​membership worth up to £1,000 and an £8,000 street-marketing poster package from ​Jack Agency​.

Retail sales in May still in the shadows MAY TURNED OUT to be anything but a merry month for fashion retailers as high-street sales slumped by -3.6%, the worst performance among the categories measured by the monthly BDO High Street Sales Tracker.

Lifestyle (covering general household goods, gifts, health & beauty, leisure goods) was the star performer in the month, seeing a +3.9% movement.

Homeware (cookware, furniture & floor coverings, lighting, linen & textiles) also was positive, seeing a +1.2% uplift, but the dismal showing for fashion, accessories and footwear meant that the overall high street sales figure for May was -1.3%.

This was off an already negative base of -1.9% for the same month last year. It was the third successive May to see negative total sales, and the fourth month of 2017 to see no in-store growth.

Non-store sales (internet and mail order) continued their recent slowdown but still achieved +19.3% growth in the survey.

Overall footfall was down in the first three weeks of May, with the low of -2.5% coming in week one, and the month ending up +0.7% as the weather improved in week four. On the high street three straight weeks of declines in footfall saw a low of

-4.7% in week one, and a positive of +1.0% to end the month. Footfall at shopping centres was down in every week of May, with the low of -2.6% coming in week two. Only retail parks saw footfall up every week of May, with the high of +2.6% seen in week four, as the warmer weather and the first part of the Bank Holiday weekend boosted shopper numbers.

The decline in footfall and the marked slowdown in non-store sales for the first three weeks of May points to a real slowdown in consumer spending. The depleted levels come off the back of a rise in inflation of 2.7% in April, its highest level since September 2013.

In navigating the turbulent months ahead, retailers will be challenged to uphold product value, promote strategically, and maximise the opportunities that the summer will bring, says BDO. The BDO High Street Sales Tracker monthly performance report is based on the aggregated retail weekly sales of about 85 non-food mediumsized retailers with around 10,000 individual stores.

These are mainly located on high streets throughout the UK. As such, it provides a very good indication of underlying trading conditions without the distorting effect of the large supermarkets.

Innovation hub at Autumn Fair SUPPLIERS WILL ONCE again show contemporar y home and giftware within bira’s Contemporary Collective at Autumn Fair (NEC, 3-6 September). Following the success of last year’s dedicated area , the show organiser, alongside partners bira and BHETA, are continuing the initiative to drive innovation.

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The area will allow smaller, i n nov at ive s uppl ier s t he opportunity to reach a wider audience as well as providing bira members’ firm favourites the chance to showcase brand new design-led home and giftware.

Sarah Arnesen, bira’s head of marketing, PR and events, commented: “Autumn Fair remains an important show

for many of our members and increasingly for those looking to diversify from their core offering. The bira Contemporary Collective makes finding new, beautiful and innovative home and giftware easy.”

FIND OUT MORE

To see all the trade shows bira is attending this autumn, see p31.

COME AND SAY HELLO All bira members are welcome to attend the official opening of our new head office in Birmingham on the afternoon of Thursday, 21 September. Proceedings will start about 3.30pm and will run on until the early evening. Watch out for full details in the near future, but please save the date in your diaries now.

JULY/AUGUST 2017

Trade news

Common ground sought with other trade bodies TO CAMPAIGN MORE effectively for the benefit to lobby, but now concentrates on finding solutions of independent retailers, bira has begun discussions rather than “whingeing” to government. bira well with a number of other trade bodies and interested understands that the legislators prefer solutions parties. The thinking is, the bigger the group, the to complaints. bigger the chance of being heard.

The TPA is more of a think-tank and campaignShop crime is likely to be added to bira’s four ing organisation than a trade association. It focuses existing strategic areas of concern - people taxes, on independent grass-roots campaigns for lower property taxes, planning and parking – in conver- and simpler taxes. Research director Alex Wild sations with other groups. CEO Alan Hawkins has confirmed it has 14 members of staff, comprising repeatedly stressed that a level three researchers, three or four playing field for its members is media personnel and the rest in all bira is asking for. operations. Its annual budget of As a first step, senior reprearound £1m a year is provided sentatives of the National Fedfrom a few thousand donors eration of Retail Newsagents who give anything from £10 (NFRN), the Forum of Private upwards.

Business (FPB) and the TaxPayEchoing the thoughts of ers’ Alliance (TPA) attended bira’s many bira members, Ian Cass of legal & parliamentary affairs the FPB said that the fundamencommittee (LPAC) meeting on tal issue is that the government 25 May to introduced themand civil servants do not underselves and their own campaign- Ian Cass of the Forum for stand small businesses. The ing agendas. government takes no account of Private Business speaks out Much common ground was the impact regulations have on found. Paul Baxter, CEO of NFRN, said his 15,000 small and micro businesses. “Small businesses are members comprised a lot of independent conveni- facing huge challenges and every regulation eats ence shops as well as newsagents. He confirmed that into their time. The true cost of regulations are the NFRN has many issues and interests in common concealed and the bigger players have significant with bira and is looking forward to discussing how lobbying power which exacerbates the problem,” the two bodies can work together. he argued. “Shopkeepers cannot be productive The FPB has 14,000+ businesses in membership if they are bogged down with more ‘stuff’. Small (a company rather than an individual joins in most businesses are always the heaviest hit when new cases). Some 95% of members are employers. Man- regulations are introduced.” aging director Ian Cass reported that the FPB used Stay tuned for further developments.

Small businesses are facing huge challenges. Every regulation eats into their time

THE DULUX VIEW ON COLOUR TRENDS

One the most successful seminars at the recent bira conference saw Marianne Shillingford, creative director of Dulux, reveal some of the secrets about the paint brand’s influential colour trends service. Denim Drift is the colour of the year 2017. Learn more on pages 14-15.

JULY/AUGUST 2017

BRYAN’S 186MILE HIKE RAISES £6,500 Trade charity Rainy Day Trust is more than £6,500 better off after its CEO Bryan Clover completed the 186 miles of the Pembrokeshire Coastal Path Challenge in 9½ days, half a day ahead of schedule. Bryan achieved this despite twisting his knee on the first day. Apart from raising funds, the walk increased awareness of the charity in Wales. Addis Housewares sponsored the trek, provided PR assistance and made a £3,000 donation to kick things off. Other donations still can be made via the site rainydaytrust.org.uk

bira returns to Moda BIRA WILL BE sponsoring New Business Tuesday, a new platform dedicated to supporting f ledgling businesses develop and thrive, during the Moda fashion trade show (NEC, 6-8 August). Full details will be posted on the site shortly.

The return to Moda this season will also will give retailers direct access to bira’s representatives for advice or just a chat. The informal meetings will be on bira’s stand, adjacent to the plaza area, near the catwalk. bira will be involved in Moda’s programme of seminars too, as well as holding workshops for businesses looking for one-to-one advice. bira’s Sarah Arnesen said: “We are going to have a really strong presence at the show this year in order to talk to as many independent retailers as we can, offering our support and services.

Members will be able to learn as well, so please join us for a chat.”

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Trade news

Top DIY disasters

Cherrys tops the bira Draper list E A S T YOR K S H I R E - B A S E D BAGMA member Cherrys Country Hardware is £1,858.54 better off after becoming the bira member that achieved the highest business growth with Draper Tools during the past year.

Cherry’s, which was founded in 1947

by Jack Cherry, has been a BAGMA member for more than 40 years. The business is one of East Yorkshire’s largest horticultural and groundcare machinery retailers. It employs 14 staff including workshop technicians. Its services run from garden and groundcare machinery to country clothing and, of course, a hardware showroom with an excellent Draper selection.

Draper Tools offers bira members

an exclusive package when invoicing through bira direct. This includes preferent ia l d isc ou nt s a nd a n opportunity to earn up to 7.5% rebate against a full year’s spend.

More details on the exclusive bira members’ Draper Tools deal can be found in your bira membership guide, online at www.biradirect.co.uk or by contacting Steve Akers or Mike Whiles at bira head office on 0121 446 6688.

In our photo, Alasdair Straker, business development manager for BAGMA (left), presents that handy cheque for £1,858.54 to Christian Cherry, head of sales & general management at the family firm in North Frodingham, Driffield, East Yorkshire.

HARDWARE AND DIY stockists may be amused by a new survey that suggests that 77% of British adults have committed a blunder that has cost them when attempting home improvements.

The most common mistake is skimping on materials and running out mid-job; 72% confess to having done so. Some 63% admit to inaccurately measuring a space when attempting DIY in the home, while 61% say they have damaged carpets or furnishings by not protecting surfaces properly.

An alarming 59% of clumsy Brits have injured themselves during DIY. More than half (52%) have used the wrong type of paint when repainting a surface, while 51% have started painting a

With Avian Influenza (aka bird flu) still a problem, bira’s pet shop and agricultural goods dealers may wish to display this new poster in their premises. See nfuonline.com

surface without preparing the surface adequately.

Worryingly, 28% have failed to obtain the correct permits before commencing with structural work and 23% have incorrectly plumbed in an appliance.

Nearly 1 in 5 (19%) have given themselves an electric shock while trying to fix faulty electrics.

According to the survey of 1,011 British adults carried out by Nor ther n Ir ish home heating oil supplier Super Saver Oil, 1 in 10 inexperienced DIY-ers have caused a leak in their home by drilling through a pipe. bira believes that the great British public needs to consult an independent hardware retailer for expert advice to avoid these errors.

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THE GIANT FENWICK department store in Newcastle-uponTyne was the destination for the latest retail study tour organised for members of the fashion section of bira. On 23 May, some 22 retailers were given exclusive access to the flagship of the family-owned Fenwick group.

Established in 1882 by John J Fenwick, the store has reached its current size through the acquisition of adjoining properties. It now has eight entrances, three JULY/AUGUST 2017

floors and boasts 13 restaurants and cafes.

The store generates around £125m in sales, with the category split as follows: home & furniture £40m; women’s fashion £30m; beauty £20m; menswear £15m; food & catering £15m; kidswear £5m.

The main goal of the business, the visitors heard, is to become a true destination store. The experiential approach is well illustrated in the 11,000sq ft food hall, which has received the biggest investment

and development in recent years. A major focus is now making the food hall a destination through events such as a master class for wine, gin evenings, meet-the-artisanproducer shows and celebrations of seasonal food.

The beauty section is playing a similar role. Fenwick has made frequent changes to its layout and brand mix to keep up with the fast developing beauty trends. The store has a blow dry bar, a nail bar and a brow bar, as well as a “fragrance

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Karen Dhir, of Browns of York, was impressed: “This has been an absolutely fantastic tour. Fenwick really knows its customer and therefore have the confidence to elevate its offer. It is a true one-stop shop and is very inspirational and exciting.”

Maria Moska from Harveys of Halifax added: “It is interesting to see how much the focus is on experience rather than product.”

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Would you buy half a car?

That’s what you get when renting through Personal Contract Purchase (PCP) as well as the following: • Lack of transparency and detail • Confusion as PCP is often misunderstood by dealers themselves • Misleading promises on end of contract market values • Horrendous early settlement penalties • Excess mileage plus wear and tear penalties • GAP insurance liability you pay to protect the dealer • High finance costs PCP is to be investigated by the Financial Conduct Authority.

Is PCP the next mis-selling scandal?

To buy, not rent your next vehicle speak to bira bank on 0121 446 6688

bira bank, 225 Bristol Road, Edgbaston, Birmingham B5 7UB. bira bank limited is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority (Financial Services register No. 204478).

Trade news

Scottish retailers’ eyes will be on the direction of consumer spending SRC director David Lonsdale reviews May’s sales performance

Scottish sales feel the pinch THE RETAIL SLOWDOWN in Scotland continued in May when total non-food sales declined -3.8% compared to May 2016, which itself had seen a -0.1% decrease. May’s performance was worse than the three-month average of -3.4% and the 12-month average of -2.7%, according to the latest Scottish Retail Consortium/KPMG report.

David Lonsdale, SRC director, said: “Retail sales in Scotland nudged up a touch in May, once falling prices at shop tills were factored in. Unsurprisingly, there was a marked deceleration from the octanefuelled performance witnessed during April; which was driven by Easter sales. Whether this owes more to shoppers catching their breath, or reflects a more prolonged period of cooler retail sales amid growing uncertainty over the outlook for household disposable incomes, remains to be seen.

“Grocery sales did well again, with the category recording its fastest growth in almost four years.

However, that growth is partly being driven by rising food price inflation, so grocers will see only modest benefit. Non-food retail sales remained in the doldrums. There was a greater focus across most non-food categories on value and affordability, with a corresponding dip in sales of larger or bespoke

household items. Sales of mobile phones did well as did summer-related women’s footwear and sandals.

“For Scotland’s retailers, all eyes over the coming months will be on the direction of consumer spending, with family finances set to be buffeted further by overall inflation outstripping the growth in wages, and as recent domestic cost increases such as council tax take hold.”

Craig Cavin, head of retail in Scotland for KPMG, added: “Continued inflationary pressures and stagnant wages point towards consumers channelling their spending towards food and drink essentials, and sticking to the basics for the likes of clothing and health and beauty items.

“Non-food sales slumped once again and brought the 12-month average equal to the lows noted in March – the lowest figure recorded since December 2012. Non-food retailers, particularly fashion outlets, will be glued to the weather forecast as we get into the warmer months and shoppers turn their attention to shorts and sandals. Last year’s Euro Championships boosted summer TV sales, but the lack of a big-ticket football event means non-food retailers will look to annual attractions like Wimbledon to bolster sales.”

60 years a shopkeeper IPSWICH-BASED DAVID COE has celebrated six decades of working in the family’s menswear-focused business with an excellent 78-page booklet entitled Reflections of a Shopkeeper: Celebrating 60 years of service. The bira stalwart was forced to take control of Coes in 1957, aged just 18, after the sudden death of his father, Bill. Under David, Coes has developed into a minichain that is today run by his son William (see bira magazine, January 2017 issue). The detailed history of David’s career contains many evocative photos, as shown here. Congratulations, David!

Across Sweden to help Sri Lanka

DCT members swap memories THE MASTER BUILDERS Hotel in the New Forest, was the venue for this year’s get-together of members of the Drapers Chamber of Trade, a precursor of bira. A great source of entertainment was the photographs unearthed by bira’s Sue Howe as she packed up the contents of Middleton House in Middleton Cheney. Many featured the group members in their younger days and the Visitors’ Book from Middleton House’s opening day in 1991 contained JULY/AUGUST 2017

a lot of familiar signatures. Thanks went to David and Bobby Tomlin for their excellent organisation and to Rowena Bryson, who volunteered to pull together next year’s gathering in Northumberland. In the photo are Bob Jarrett, Sue Jackson, Bobby Tomlin, Errol Facy, Pat Brittain, Linda Weekes, Val Stedham, Jane Bates, Richard Wenley, Ted Bates, Barry Stedham, Rowena Bryson, David Tomlin, Sue Howe, Pam Wenley and Derek Russell.

MATTHEW AND JILL Hansford of Hansford Menswear in Chichester have raised £40,000 for their Extra Cover kids’ charity by leading a high-speed hike across a rather chilly Sweden. With eight friends, they covered the 100-mile length of the Gota Canal, which runs west to east of Sweden, in just four days despite a biting wind coming in from Russia. Extra Cover will use the money to continue its work in Sri Lanka, where every day it helps more than 1,000 children at 28 poor rural schools by providing extra food, clean water, educational equipment, shoes, games and more. Shortly after the Swedish trek was completed, Sri Lanka was hit by violent tropical storms, making the need for more funds even more pressing.

For more information, see extracover.org.uk

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Trade news

Future vision

The 5th Global DIY Summit took place in Berlin on 8-9 June. bira CEO Alan Hawkins was impressed by what he saw and heard A FIRST-TIME VISITOR among the 1,000plus delegates from around the world, Alan Hawkins found there was much to learn and experience. The pre-day included tours to five of the main large-box formats in Germany.

He saw massive stores (like Globus Bauer, right) with in-depth stocking and ranging that differed depending on the trade-to-retail mix.

Drive-throughs were prominent, allowing tradesmen to put stock straight into their vehicles, a sensible facility for heavy and large orders. Gardening was a key theme, with substantial areas given over to the sector; in the UK, garden centres would have picked up a lot of this business. This truly was one-stop shopping with ranges such as aquariums and ships’ chandlery added to the normal DIY mix.

This was not catalogue shopping. Some stores had complete ranges of baths on the walls; others had set up large areas for full bathroom or kitchen formats, as well as stocking the support products.

The two-day conference itself had so many speakers from around the world that this

report cannot do them justice. There was significant concentration on the online challenge and the shift from brand power to retailer power and now German DIY to the consumer being stores: one-stop well and truly in charge. shopping While technology is seen as a good thing, the emphasis was to use it for the consumer, not for the business. Hopefully, with extreme customer service, your business will eventually win.

Amazon will soon be the overall leader in the DIY market, proving the past is no longer an essential guide to the future. It used to be location, location, location. Now it’s about being located on the first page of Google. It’s easy to advise “leave the past to live the future”, but it is much harder to do it.

Alan particularly liked the session on the “blue dot generation”, that dealt with knowing where your customers are all the time. Where are they, what are they doing, what will they

need next? If you can track someone on a smart phone, when they approach airport check-in, why not say “Hello Mr Smith, we’ve been expecting you, here are your boarding passes”?

Another theme was about trusting your customer. The 1% may take you for a ride, but don’t let that make you shape your rules for the other 99%. Deal with the bad customer in another way even if that means a bit of short-term loss. bira was in Berlin as part of the international hardware and housewares management committee and for advance preparation of the IHA Shanghai Congress on October 19-23. Alan is hoping to take a good-sized bira contingent to China. Will you be one of them?

Dealing with annual leave requests MOST OF US want to enjoy the summer. But around with no seasonable shutdowns, you as employers, you will often face the difficult could also consider allowing people to choose task of dealing with numerous annual leave between time off at Christmas and summer. requests, refusing leave and cancelling preSo if someone does not get the time off they approved holidays, says Laura requested at Christmas, they Chalkley, senior employment law could be given priority when they adviser and partnerships team are booking leave for the summer. leader at Ellis Whittam, provider It is also beneficial to encourage of bira legal service your team to collaborate with each The workplace rules in your other to coordinate leave to ensure business should set out how much operational business requirements notice an employee needs to proare met and issues are resolved. vide, how the leave must be booked and how many consecutive work- Laura Chalkley of Ellis Refusing annual leave ing days can be booked. You may Whittam, bira legal provider To say no to a request, you must also specify how many people can give the employee counter notice. be off work at any one time.

The length of the notice must be equivalent to the period of leave that the employee was tryDealing with holiday requests ing to book.

If everyone wants to have the same days off, It is also possible that you make employees you could grant leave on the basis of “first come, take annual leave at certain times of the year, first served”. If your premises are open all year for example, if you close at Easter time. AlternaJULY/AUGUST 2017

tively, there may be times when you may decide to prohibit employees taking annual leave, particularly in the run up to the festive season.

Cancelling annual leave The law does allow an employer to cancel an employee’s annual leave that you have previously approved. To do this, you must provide the appropriate amount of notice. The length of the notice must be equivalent to the period of leave that the employee planned to take. This means that if an employee was due to take a week of holiday and you wish to cancel it, you must provide a minimum of a week’s notice.

You need to be aware that you must not cancel annual leave if it means that the employee cannot take their full statutory annual leave entitlement in that leave year.

FOR MORE ADVICE

0345 450 0937 bira@elliswhittam.com

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Protecting your business

How vulnerable are you to a cyber attack?

IF RECENT CASES have taught us anything, it is that even the biggest organisations can become a victim of cyber crime. We’ve seen the catastrophic effects this can have. Hackers are more sophisticated than ever, yet research by KPMG and the Government’s Cyber Aware campaign suggests that the retail industry is not taking the threat seriously enough with one in seven businesses not taking steps to protect their data.

In our last issue we gave advice on ransomware, but the problem is much bigger, and if you think this is just a problem for those selling online, it isn’t. Whether you are taking transactions online, bank online or merely hold customer data on your computer, you are at risk.

Fraudsters are targeting small retailers who do not have adequate security measures in place, causing cashflow problems, a drop in customer loyalty and damage to their reputation.

Breaches are not quick to resolve either; research showed it can take on average 26 hours to resolve a hack, but the ongoing effects can be much longer.

Bob Jarrett, membership and marketing director at bira, says: “A significant cyber attack could put an independent retailer out of business. The greatest asset indies have over the bigger retailers is their connection with their customers. Lose this trust and you lose your business. It is vitally important to ensure your business is protected as well as it can be.”

As well as following some simple steps to protect your own and your customers’ data, it is also worth getting more specific advice if you are selling online, as you could be liable for any losses caused by a fraudulent purchase. Financial Fraud Action UK has a host of free information available about how to put extra safety mechanisms in place. Its advice covers everything from the Payment Card Industry Data Security Standards (PCI DSS) requirements to advice on using fraud prevention tools like Verified by Visa.

With the support of Cyber Aware, bira has outlined some basic online safety tips that are good practise for every business. There will also be more information available in the next issue of the magazine, as this problem is going nowhere fast. *Data provided by Cyber Aware/KPMG Small Business Reputation & The Cyber Risk Report from 2016

JULY/AUGUST 2017

The basics l Install the latest software and app updates; they contain vital security upgrades which help protect against viruses. l Use strong and separate passwords for your key accounts, including email and online banking, and use three random words to make a strong and memorable password.

A significant cyber attack could put an independent retailer out of business Bob Jarrett, bira’s membership director

l Provide staff with access to simple, freely-available cyber security training. l Back up essential data at regular intervals. l Conduct a cyber security risk assessment for your business. l Seek accreditation through the Government-endorsed Cyber Essentials scheme l Never disclose security details such as passwords or PINs. l Don’t assume an email, text or call is authentic; just because someone knows your basic details, it does not mean they are genuine

FURTHER ADVICE

l Free advice at bira.co.uk/cyber-aware l The Government’s Cyber Aware campaign provides advice on keeping devices secure and free materials such as leaflets and posters at cyberaware.gov.uk l For advice and materials to help UK businesses protect themselves against financial fraud, visit the Take Five campaign at takefive-stopfraud.org.uk l For advice about protecting your business from remote purchase fraud, visit financialfraudaction.org.uk/ remotepurchase

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JULY/AUGUST 2017

Business profile

Webbs 45 & 51 High Street Tenterden, Kent TN30 6BH 24 High Street, Battle, East Sussex TN33 0EA Smith & Webb (Cookshop) 24 High St, Battle TN33 0EA Established: 1917 Hours: Mon-Sat 9-5.30 (Tenterden & Battle) Mon-Sat 9-5 (West Malling) webbsoftenterden.co.uk

High street heroes

smithandwebbcookshop.co.uk Facebook @WebbsOfTenterden Instagram webbsoftenterden Twitter Webbs_Tenterden

Since 1917 Webbs has been serving the people of Tenterden, Kent and nearby districts. Today Webbs’ third generation is happy to compete with the sheds and the internet, but greedy landlords are a local nuisance WEBBS RUNS FOUR shops, two in Tenterden, plus a smaller one in Battle (18 miles away) and in another in West Malling (28 miles distant). The founder of this family concern was William Webb, who set up an ironmongery business in 1917 and opened on the site of the Tenterden hardware “flagship” in 1921.

He was succeeded by his sons Ron and Eric, who in turn brought their boys, Graham and Nigel, into the business. The former joined in 1981, the latter in 1984, and they gradually took over the running of the family firm.

By an appropriate coincidence, all four shops are located on the respective High Street of their location. Tenterden is the centre of operations, with both units having the Tardislike quality of being far, far bigger on the inside than they appear from the outside. At No 45 is the imposing branch that houses cookware, giftware, baby goods and linens across two floors. No 51 is the narrow unit for hardware, DIY, gardens, pets, key cutting and so on that goes back a very long way, ending in The Mower Shop at the far end.

The Battle unit, at 24 High Street, is styled Webb’s Home & Garden Store, while in West Malling the cookshop at 56 High Street has Smith & Webb over the door. The cookshop is the only part of the mini-group to run a transactional website.

The last time bira magazine visited Tenterden was to see the re-opening of the homes store in September 2015, almost two years after a catastrophic fire had gutted the historic building. An electrical fault had started the JULY/AUGUST 2017

blaze, with cruel irony, on Bonfire Night 2013, of the town as a stronghold for independent a date Graham recalls instantly. retailers.

“Obviously, the fire was absolutely hor“Tenterden is prosperous, with a population rendous at the time. We lost 30% of our sales that is growing beyond 7,000 as new houses are income overnight. We continued to sell cookbeing built. Our hardcore of customers are all ware, gifts and linens in the hardware shop, but locals. A reasonable selection of independents it was hardly the same,” he reports. “Looking still survives, but when shops do close, they are back, however, the disaster was not being re-let because two or a good thing for the business as three local landlords who own it allowed us to remodel what most of the properties ask for was a large but very jumbled too much money,” he argues. shop, which had been built “The properties are merely piecemeal over the years. We investments for them and they were able to build up and outdon’t care if they are occupied wards at the back, so now we or not. Even the HSBC branch have more space that is used in the high street closed in much more effectively.”

January and that building is Webbs combines excellent already looking shabby. I am old-school service from its 30 not depressed about the vacant uniformed staff with a compreunits, but it would benefit us all hensive selection of products in Nigel Webb at the front till of if we could buck that trend.” every department. Graham and the Tenterden, Kent hardware Company sales figures are Nigel share the buying respon- store, with brother Graham in the not disclosed, but Graham Farrow & Ball section at the far end sibilities on the hardware side, of the unit reveals that gifts and cookwhile Graham’s mother Carol is ware account for about 30% in charge of the linens store. The SKU count of the total, with hardware, DIY, lawnmowers across the shops is huge, but it is all managed and the rest contributing 70%. Some purchases without an EPOS system. “It’s on our to-do list, are made through bira direct. The brothers, but it’s not a priority,” says Graham.

Carol Webb and their buying colleagues are With the nearest big DIY sheds in Ashford, regulars at a raft of trade shows from Spring about 12 miles away, Webbs, with its longand Autumn Fair to Exclusively Housewares. standing presence in Tenterden, has very little “We are fully aware of the importance of our local competition. Understandably, Graham traditional service levels, but we have got to sees the internet as his biggest competitor, but be forward looking in terms of product,” says he seems to be more worried about the decline Graham.

13

Dulux colour trends

The story of the The secrets of colour forecasting for interiors were revealed by Dulux’s creative director Marianne Shillingford at a superb presentation at bira’s annual conference

1

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DENIM DRIFT IS Dulux’s 2017 Colour of the Year. One of the world’s largest producers of colour in paint, the Akzonobel-owned brand has to know what colours are going to be important and influential in the next 18 months.

Dulux has been carrying out global colour research for 14 years. The Dulux Colour Futures colour trends, which is circulated to the media and industry, has proved its value and influence far beyond paint.

Creative director Marianne Shillingford explains: “We work with global independent experts to distil social, economic and design trends then combine these findings with our own colour expertise in an annual workshop that takes place at the Akzonobel Global Aesthetics Centre in Amsterdam. After months of research, our experts identify one overarching

14

global theme, four global trends, 45 trend colours and a colour of the year.

“Denim Drift is the must-have colour of 2017. It’s truly versatile, fitting into all life and interior styles, making it the perfect choice for reflecting Dulux’s perspective for 2017. Blue is everyday and yet so special. It is the sky, water, blue jeans, ink and flowers. We live on a blue planet.”

Denim Drift appears in each of Dulux’s four trend palettes: New Romanticism; The working home; Shared individualism; Considered luxury. The theme that connects the trends together is Life in a new light.

FIND OUT MORE

bira members can find out more about Dulux Colour Futures and the Dulux Visualiser on dulux.co.uk/en/articles/colour-futures-2017 JULY/AUGUST 2017

Dulux colour trends

blues

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4

5

Why blue?

1: All over the world we are reconnecting with blue in product design, art, architecture and fashion. In times of uncertainty, we connect with things that are familiar.

2: Dulux brings the colours to life in a range of different interiors to demonstrate the palette’s versatility.

3: The palette is brought to life beyond paint – in furniture, accessories and other materials that make up an interior

4: Dulux chose Denim Drift as it works as well in a kitchen as it does in a bedroom.

5: This year the Dulux Colour of the Year ambassador is pop singer and TV presenter Rochelle Hulmes.

JULY/AUGUST 2017

15

David Austin spends a lot of time out on the floors of his four neighbouring stores

Passion and f With 58,000sq ft of trading space across nine floors in four buildings, Austins dominates towncentre retailing in Newton Abbot, Devon. David Austin explains why he believes in investing heavily in his independent department store.

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MOHAMED FAYED IS probably not aware of it, but he played a vital role in the growth of Austins of Newton Abbot in recent decades. Shortly after the controversial Egyptian and his family acquired the House of Fraser group in 1985, he started closing smaller regional stores. In 1988, the branch in Newton Abbot was axed.

Almost 30 thirty years on, David Austin recalls this as a turning point in the development of his family’s business. “It’s odd to think that when I was a boy, the town had five department stores – us, plus Rockeys, Harveys, Laws and Wareham, and William Badcock & Son, which was renamed Dingles and became part of House of Fraser. By the time it closed, we were the only one left. We moved quickly to attract their customers, their brands in cosmetics and fashion concessions, and some excellent staff. In 1989, our sales increased by 50% as a result.”

The late 1980s saw David gradually assume the day-to-day running of Austins from his

father, Charles, who had been in charge since the 1950s, having succeeded his own father, Robert Charles, who had opened a small drapers shop in Courtenay Street, Newton Abbot’s main shopping thoroughfare, in 1924.

“My father had a long-held ambition to create a walk-through department store.

Through piecemeal acquisition of neighbouring properties, between the 1950s and 1980s our space grew from 3,000sq ft to 20,000sq ft.”

If retailing is in the blood, then property development is too, for under David’s watch Austins has grown to today’s impressive position of having four stores, incorporating 58,000sq ft of selling space across nine floors. The quartet of buildings are grouped closely together around a clock tower that commemorates a visit to Newton Abbot by William of Orange in 1688. In its own quiet way, Austins has achieved, like the Dutch prince, something of a glorious revolution, but in independent retailing, rather than politics.

JULY/AUGUST 2017

The big interview

faith

The first step on the path to expansion was the acquisition of the former Globe Hotel directly across the high street from the main store. It took three years of negotiations to secure the handsome 19th-century listed building, which after alterations was opened as the home and furniture department in December 1992.

Costing £1.3m for the purchase alone, the former coaching inn, which retains an elegant staircase and other period features, added 9,000sq ft across three floors.

Looking at its attractive and spacious displays, it is difficult to imagine that all the categories comprehensively presented today, such as cook shop, housewares, furniture, curtains and soft furnishings, were once represented in the original store’s two trading floors, which are now devoted almost entirely to fashions, accessories and cosmetics.

Next to be added, in 1996, was the property about 60 yards away from the main store that JULY/AUGUST 2017

today houses Austins’ comprehensive menswear department and, adjacent to it, a huge toys store and the crafts and luggage departments. An early riser, David had spotted someone opening what at the time was a vacant unit. Striking up a conversation, he discovered the property was for sale. Within two weeks, Austins had bought the double-fronted space for something of a steal – just £230,000 for what today has 15,000sq ft of trading space and a considerable stockroom area beyond that. David is quick to point out, however, that around £1m has been spent bringing it up to the impressive standard seen now.

To complete the four corners of what is marketed by the business as “Austins Quarter”, in 1999 Austins bought from the national furniture chain Courts a 12,000sq ft building about 200 yards from the main store, which houses the furniture, beds and carpets department. That acquisition cost £440, 000 and some £250,000 was spent upgrading the space during 2015/16.

Back at the main store, in 2006 a yard near the corner of the property was covered over and converted into the accessories area, while in 2015 Santander closed its adjacent branch and Austins (which had been the bank’s landlord since buying the key corner site in 2000) transformed that space into a successful lifestyle fashion area.

“The staff joke that I have a hard hat in my office, but it’s not a joke, because I do,” David admits. “Up to Christmas 2016, I’d overseen four years of non-stop building and refurbishment.

Since 2006, we have spent £7m on our properties because we believe in serious re-investment.”

Customers are able to now stroll across a pedestrianised area - Courtenay Street was made traffic-free in 1993, and the rest of the area followed in 2007 – to visit all four of Austin’s recently-repainted and well-presented stores. An obvious question is why has David Austin made such an investment in bricks-and-mortar in the age of online shopping?

“The first thing is that the family has always seen our business as being part of the town, part of the community. Now, as the only department store in the town, we are a key retailer and a main source of long-term employment. We have a social responsibility to our people and we have faith in our customers. Looking to the future, we are not complacent, but we have belief in ourselves and what we offer, and faith in Newton Abbot as a town centre. We try to make everything we do as excellent as we can.”

Like many independent department stores, Austins is a member of the Associated Independent Stores (AIS). It joined the Solihullbased buying group in 1968 and uses its central payment system and does virtually half its buying through the group, also using the service of AIS buying division to outsource buying for fashion, menswear and cookshop. “It’s massively significant,” says David.

But 80% of the stores’ £10.2m annual turnover is achieved through its own buying.

One third of womenswear, most menswear, boyswear, lingerie, accessories, cosmetics, linens, soft furnishings, furniture, cookshop and toys are bought directly, often using the AIS buying division. Typically for the sector, Austins relies largely on nationally-recognised brands, but new additions are always being sought.

“Stellar and Judge cookware do well for us, while in fashion our No 1 womenswear brand is White Stuff. Across own-bought fashion, we were 30% up in 2016, and [up to the beginning of June] we are 30% up again this year, especially with lifestyle brands such as Seasalt, Joules, White Stuff and Superdry. An Italian label from AIS, Luca Vanucci, is doing very well too.”

Running even a sizable concern like Austins can be a lonely experience, so David is grateful for the networking opportunities Austins’ bira membership offers: “Obviously, the financial benefits, such as the favourable credit card rates, are good to have, but it’s also great to meet and talk about specific issues with other bira members. It’s a very enabling organisation. I have got several good ideas from recent meetings of the south-west branch, which are led by Liz Lawson from Lawsons of Plymouth.”

Austins runs a lean operation. While all the properties are freehold, there is no complicated corporate structure; everything is run under one company. David is managing director, assisted most closely by store director Trevor Boobyer, who has been with the company since the mid-1980s. David’s sister, Mary White, who previously worked in personnel, haberdashery, wools and the popular coffee shop in the main store, is a non-executive director. A financial controller and human resources manager are key backroom staff, while there are 13 buyers, who are also store or department managers.

“We are the biggest independent department store in the south-west and because we are independent we can make our own decisions and 

17

Photography: Paul Driver

It’s great to meet and talk with other bira members in the south-west branch meetings. bira is a very enabling organisation

The big interview

We have to be so attractive that people come to us rather than choosing to shop in the bigger centres of Exeter and Plymouth move quickly,” insists David. “We are authoritative in what we do. Every department is a destination and the whole is much bigger than the departments alone.”

For an offbeat confirmation of the MD’s comments, one only has to visit the toy store, where a large separate room is devoted to nothing but jigsaws. “It works very well,” says David, who quickly adds, “but we are in the lucky position of being somewhat over-spaced in here.”

The business is run on a Swan EPOS system, which was introduced eight years ago and is the third store system installed since the 1980s. For the past 18 months, barcodes have been read at the tills giving improved information of sellthroughs and the like. Brands are reviewed on a seasonal basis with poorly performing brands dropped to make way for new ones.

The barcode system was necessary for Austins to introduce its transactional website, but David does not wish to elaborate too much about this venture, which was set up five years ago. Echoing the views of many independent store owners, all he will say is “Trading profitably online is quite a tough one for department stores.”

Back in the stores, Austins is not averse to trying new things, but moves quickly if they do not work. Last year a trial with own-buy childrenswear was ditched when it became obvious that the store could not compete with the supermarkets and the value retailers.

“The best thing we have done recently has been to expand our aspirational and lifestyle fashion,” says David. “These have become exciting areas that are doing well. Homewares has a lot of opportunities too. On everything, our prices are pitched at the middle-to-better level, but we still want to offer value. We run a good-better-best pricing hierarchy, but we are at Devon prices, not central London ones.”

A significant market town, Newton Abbot has a population of 26,000, with 130,000 inhabitants in the drive-time catchment area.

David Austin describes it as “prosperous in parts”, adding that there is a fair amount of optimism about, with new houses being built locally. “There is strength in the town centre,” he says, “but the challenge for all of us is to attract customers into town. Exeter is just 25 minutes away, Plymouth 40 mins away and they attract people who want to go to a big shopping centre.

“We need to be so attractive that people come to us. We have customers tell us they have come to us because they couldn’t find what they wanted in Exeter. We also know that there is comfort in shopping here; the staff are welcoming.”

A big draw is The Pine Room coffee shop in the main store, which was opened in the 1970s with 50 seats. Now with 160 seats and run as a restaurant, it attracts more than 100,00 customers a year. The popular scones are still made to the recipe devised by David’s mother, Elaine. (The profit margin on scones is very good, he reports).

As the boss of the only surviving independent department store in Newton Abbot, David is aware that his major challenge is how to trade a big store in a smaller town, for, as he accurately puts it, “footfall is what it’s all about”.

“Of course, there has been a polarisation towards the big centres, we have to keep our business at a certain size to keep ourselves relevant.

It’s very hard truly to know your customers, but we have a feel for them. We have a passing but meaningful relationship with our customers.”

Marketing to them follows a little-and-often schedule. While local press advertising is used far less than in earlier days, direct mail is still preferred for the six or so major events of the year, such as the Winter Sale and the new fashion arrivals. The Austins database lists 30,000 names, of which about one third is active. Emails are sent out on average twice a week to keep the store front-of-mind. As with most progressive department stores, the business has at least a couple of events each week.

The main fashions store Above: (L-R) The furniture store, the homes store, the toys, craft, luggage and menswear store.



A family tradition: David Austin’s great-greatgrandfather Elias Charles, “a tailor of Kensington” in 1875; his grandfather, Robert Charles, in 1915, nine years before he opened in Newton Abbot; and his father Charles, who guided the early growth

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JULY/AUGUST 2017

The big interview

Austins Four buildings in Courtenay Street & Wolborough Street, Newton Abbot, Devon TQ12 2DU Founded: 1924 Sizes: Fashion store: 22,000sq ft; Homewares store: 9,000sq ft; Menswear, toys, craft, luggage store: 15,000sq ft; Furniture store: 12,000sq ft Opening hours: The store closes only four days a year: Dec 25 & 26, Jan 1, Easter Sun. M-S 9-5.30, except Tues 9.15-5.30 Sun 11- 4.

Staff: Own, 90 FTE (168 people), Concession 24 (F/T & P/T) Sales: £10.2m, including fashion £2.5m, furniture £1.4m, cosmetics £1m, menswear £1m, toys £1m, linens /soft furnishings £0.8m, cookshop £0.7m bira member since: “At least 1924” austins-uk.com Facebook @AustinsOnline Twitter @AustinsOnline Instagram @austinsdepartmentstore

JULY/AUGUST 2017

For the past five years, social media has been an increasingly important part of the communications strategy. Says David: “We want to use the skills we have to make the store interesting, to promote new aspects of the store. It’s all about playing to our strengths now. Where will customers go to over the next five, 10, 15 and 20 years, no one knows, but we have unswerving passion and faith in what we do.”

Over the five years up to 2001, Austins enjoyed 75% growth. Since then increases have been steadier and for the first half of 2017 David says the business is holding its own: “We are about 4% ahead. We are working hard to stay where we are. The market is quite challenging, but we’re optimistic about moving ahead, but any improvements will be gradual.”

David, an energetic 60-something who joined the family firm in 1978 after studying piano at the Royal Academy of Music, admits that, so far, there is no succession plan in place for the fourth generation to take over, but he confidently claims, “I’m not going anywhere soon!”

It’s useful to note here that his father Charles lived to be over 100.

With the store’s centenary due in 2024, he confirms that initial planning has begun for the celebrations: “Well, at least I have started a file…”.

So how does he measure the success of Austins? “The business and the staff in particular regularly receive accolades from customers. We are praised for being what we are. We are proud of our heritage. We have a great team of people and we are proud of how our offer has moved forward. Recently one of our customers was heard to say, well, there are only two department stores worth bothering about, aren’t there? John Lewis and Austins.”

19

Product news July/Aug

SNICKERS MAKES LITEWORK OF SUMMER

Like high-performance sportswear, LITEWork garments from Snickers are super-light garments with Mechanical Air Flow™ and moisture-transport features that keep workers looking good and feeling cool in warm weather. Unique 37.5® Technology fabric is incorporated in the functional trousers, shirts, shorts, T-shirts and jackets; it’s a very quick-drying material for superior coolness and dry working comfort.

01484 854788 snickersworkwear.co.uk

BURG-WÄCHTER’S BRIGHT IDEAS FOR POST BOXES The latest addition to Burg-Wächter’s post box range is the Malaga solar-powered model. An integrated solar panel charges a battery that powers an LED back-lit house number display panel on the front. A built-in light sensor ensures the panel illuminates only in low light conditions for improved battery and environmental performance. An integrated newspaper holder adds versatility to the box. Available in white or silver powder-coated galvanised steel, or in a stainless steel option, the Malaga comes with self-adhesive house numbers and two keys for its high-quality cylinder lock.

01274 395333 burg.biz/uk

JVL MATS OUT ITS PLANS With autumn in mind, JVL has launched a new range of coir doormats.

These range from cool, contemporary patterns through to vintage options, featuring some simple, yet eye-catching, designs. The outdoors selection has a more traditional feel. JVL offers over 170 different flooring options.

01422 888 555 telesales@jvl.co.uk Quote BiraAW17

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DRAPER GALVANISES THE GARDEN Five new galvanised steel essentials have been introduced by Draper Tools.

The large 85L incinerator (53253) allows for safe, efficient disposal of garden waste, while the mini version (53250) is perfect for smaller gardens; it can also be used to dispose of confidential documents. The 85L dustbin (53254) is suitable for garden storage or household waste. Handy for both storage and cleaning jobs, the 14L bucket (53241) is robust enough for use around the garden and the home, while the 9L watering can (53234) features a large capacity and traditional look. drapertools.com JULY 2017

Would bira members like your products?

To discuss appearing on these pages, contact mutimedia sales executive Simone Adams on 0121 446 6688 or email her on simone.adams@bira.co.uk

ALL ABOARD FOR STRENGTH AND DURABILITY

RUSSELL HOBBS’ BIN IS A SMOOTH OPERATOR

The lightweight and strong Russell Hobbs Spiro and Cubic ironing boards are designed with durability in mind. Featuring built-in iron rests using silicone grips and raised edges, both boards have seven adjustable height settings, yet fold away completely flat. Incorporating felt-padded heat reflective covers and non-slip plastic feet, the Cubic has attached wheels and a retractable iron rest for easy manoeuvrability, while the Spiro features an iron rest that supports steam generator irons.

On the Russell Hobbs 40L Round Sensor Bin a smart motion sensor detects movement and automatically opens the lid, making scraping plates simpler and waste disposal cleaner.

Made from durable stainless steel with a highshine finish, this neat bin works equally well in a compact kitchen as in a large family home.

0161 627 9673 sales@upgs.com upgs.com

0161 627 9673 sales@upgs.com upgs.com

INDIVIDUAL MINIATURE IDEAS FROM RUSSELL HOBBS Made from pressed aluminium, the Russell Hobbs Miniature collection is ideal for individual servings and portions. The nonstick coating means it is quick and convenient to clean – and it is dishwasher-safe. Heatresistant paint makes the pan suitable for all hob types except induction.

0161 627 9673 sales@upgs.com upgs.com

4 IN 1 PREP SET BY SALTER Compact in design, the Salter 4 in 1 Food Prep Set includes a selection of attachments that fit to the food collection bowl with ease. With this versatile kitchen tool, the grater can make a colourful salad using carrot and beetroot, or extra flavour can be added to dishes with some grated ginger and garlic. The juicer doubles up as an egg separator, and all ingredients will be neatly contained in the large collection bowl, which features a handy stripper that leafy herbs can be threaded through.

0161 627 9673 sales@upgs.com saltercookshop.com

LA CAFETIÈRE’S NEW CLASSICS Tea and coffee connoisseur La Cafetière unites classic contemporary style with pops of colour for its sleek Monaco cafetière, the petite Barcelona teapot, and matching matte cups and saucers. Colours include pistachio, retro blue, cool grey and cream, plus sophisticated white, red and black. sales@creative-tops.com 01536207710 creative-tops.com JULY 2017

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WORKS WONDERS As the UK’s No1 Builder’s wipe, WONDER WIPES have become a toolbox essential for tradesmen all over the country, and a great seller for merchants and stockists.

With trade demand for wipes continuing to grow, stock up on the builder’s favourite wipe, WONDER WIPES, they’ll work wonders for your profits.

Wonder Wipes The Wipe That Works!

From the creators of Wonder Wipes now comes........

A COAT OF ARMOUR

FOR YOUR HANDS Designed to help stop the skin absorbing harmful substances and to protect hands against abrasion – after all, they are your most important tools!

1

A little goes a long, long way.

2 Rub in to skin until absorbed.

3

Protected and ready.

Multi-Use barrier cream Unscented Non-greasy formula for Developed Bui Protects skin from wet or dry contaminants the Bulders by Everbuild Building Products Ltd - A Sika Company No.1 b ilders Site 41, Knowsthorpe Way, rand Cross Green Industrial Estate, Leeds LS9 0SW

A SIKA COMPANY

Telephone: 0113 240 3456 Fax: 0113 240 0024 e-mail: everbuild.info@uk.sika.com website: www.everbuild.co.uk

Want to sell to bira members?

To discuss appearing on these pages, contact mutimedia sales executive Simone Adams on 0121 446 6688 or email her on simone.adams@bira.co.uk

CORDLESS CLEANING WITH BELDRAY AIRGO The Beldray AirGo Cordless Vacuum Cleaner is a lightweight alternative to carrying a heavy appliance around the house.

On a swivel head, the motorised brush permits thorough cleaning into the corners.

Measuring 28.5l x 28.5w x 115h cm, the AirGo offers two speed settings, a 1.2L transparent dust container and up to 25 minutes of cordless operating time.

A PAN FOR LIFE BY SALTER A wok, griddle and 20cm, 24cm and 28cm frying pans are included in the new Salter Pan for Life range. Pre-seasoned with PTFE-free wax layers, the pans’ unique patina coatings seal in seasoning with every use. The non-stick coatings allow for healthy cooking with little or no oil and release food debris for easy cleaning. With induction bases, they are suitable for all hob types and also can be used to cook tasty dishes in the oven. These durable carbon steel pans are safe to use with metal utensils.

0161 934 2283 sales@upgs.com saltercookshop.com

SALTER’S MEGASTONE WILL STAND THE TEST OF TIME

0161 934 2283 sales@upgs.com beldray.com

Product news July/Aug

Born from the need for functional, durable cookware, Megastone is an innovative new coating from Salter. Hard and long-lasting, Megastone is 2-3 times stronger than popular marble and aluminum cookware and will stand the test of time.

It can be used with metal utensils and will remain scratch-free.

0161 934 2283 sales@upgs.com saltercookshop.com

SALAD PREP AND GO SET FROM SALTER

NATURAL STRENGTH FROM SABATIER MAISON

Ideal for making lunch on the go or preparing delicious meals in advance, the Salter Prep and Go Set features small, medium and large food compartments. As these three fit inside one another, the space-saving design is highly portable. Its large capacity allows different ingredients to be carried, while the built-in spiralizer means that healthy vegetables can be added straight to the meal easily.

Sabatier draws on over 200 years of experience and for its Maison by Sabatier range, it sources strengthened materials with natural elements: cast-iron oven to tableware, carbonised bamboo serving boards, and electroplated brass-finish chip baskets combine to create a durable, aesthetically striking collection. New “Edge Keeper” knives feature the patented technology of a blade sheath that sharpens the knife each time it is removed.

0161 934 2283 sales@upgs.com saltercookshop.com JULY 2017

sales@creative-tops.com 01536 207710

23

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Want to sell to bira members?

To discuss appearing on these pages, contact mutimedia sales executive Simone Adams on 0121 446 6688 or email her on simone.adams@bira.co.uk

RUNNING HOT AND COLD WITH PROGRESS

Product news July/Aug

More reliable than plastic or glass, the insulated stainless steel of the Progress thermal range will keep coffee hot for up to six hours or cold drinks chilled for up to 24 hours. The bottle has a secure screw-top lid, while the cups have suction-tight lids with easy-drink sliders to maintain the temperature between sips. The stylish range features a non-slip base and contemporary matte finish.

0161 934 2283 sales@upgs.com saltercookshop.com

A COLLAPSIBLE CHOPPING BOARD FROM SALTER The Salter 2 in 1 chopping board and colander is designed to make food prep effortless. Perfect for food with fresh ingredients, the sides of the board can be extended to use as a bowl, so that vegetables can be washed inside. The integrated push stopper seals water while the washing is done; by simply pressing it, the water is released. Made of durable plastic, the chopping board has non-slip feet for safety.

0161 934 2283 sales@upgs.com saltercookshop.

SLICING FRUIT & VEG THE SALTER WAY This Salter slicer transforms carrot, celery, cucumber and more into tasty bite-sized batons.

Fruit or vegetables are placed inside the chute and the stainless-steel blade is slid down to create the snack. Side handles offer full control, while two interchangeable blades allow four or six slices to be made at once. A handy vegetable peeler is included too.

0161 934 2283 sales@upgs.com saltercookshop.com JULY/AUGUST 2017

ABUS WELCOMES UK VISITORS TO ITS HQ

HEALTHY FRYING WITH SALTER AEROCOOK PRO

German security specialist ABUS is taking UK stockists and their partners on visits to its cylinder lock factory in Pfaffenhain, Saxony.

Sales director David Hudson commented: “We recognised that selling our confidence via our distributor network would be so much better endorsed if, like us, our customers could see for themselves what it is that makes ABUS cylinder production so special.” The trip includes a sightseeing tour to Prague, which boasts a bridge full of ABUS “Love Locks”.

The Salter Aerocook Pro uses halogen heat, infrared light and convection, which means foods can be fried using little or no oil. Using this triple-cooking technology, it fries food three times faster than any other product. Compact and stylish with an easy-stand lid, this versatile fryer allows the user to air fry, roast, BBQ, grill, bake and stew. It features an adjustable 60-minute timer and 240° C temperature control. With 5L capacity, including a 2L extender ring, and no need to preheat, the fryer comes with a non-stick cooking bowl, mesh tray, cooking rack and tongs.

For details of future visits, contact sales@ abus-uk.com or call 0117 204 7000

0161 934 2283 sales@upgs.com

25

Promotion

Winter wonder brands The annual Toolbank winter promotion has been launched as a 360° multichannel campaign that will sharpen the competitive edge of independent hardware retailers in the UK and Ireland.

26

BY THE TIME this issue of bira magazine is published, there will be 25 weeks until the climax of the festive selling season. Yet more than 100 sales people from Toolbank already will have been visiting around 2,000 independent hardware shops in the UK and another 200 or so in the Irish Republic to brief them about this year’s winter spectacular. This year’s theme is Go Wild for world-class brands.

Launched way back in 1986 by Simon Bicknell when he had just joined the team at Toolbank, the annual promotion has developed into one of the most eagerly-awaited events in the hardware calendar. After an exhaustive and time-consuming sweep of the world’s best suppliers, the tools and hardware distributor has pulled together an impressive package of highly desirable products that are promoted expertly across a range of media under the Real Deals For You slogan.

Some 20 world-renowned brands have provided a selection of about 90 different products, ranging from a £1.99 screwdriver to DeWalt combi drill/driver at £239.99 and on , under the “aspirational” banner, to a £699 fully-equipped tool chest by Bahco. There are 25 products that are exclusive to the campaign and 15 that are new to market.

Simon, now marketing development director at Toolbank, explains: “The primary goal of all our efforts is to enable our customers to sell more products, to help them compete against our mutual competitors. Buying for so many shops, we achieve economies of scale on everything from the products themselves to point-ofsale material.”

The annual Toolbank window display competition will be as keenly fought as ever this year. Central to every display will be the in-store and window POS material that is supplied to every participating retailer, along with 500 free 20-page leaflets (the two versions are shown left), handy cut case displays, and digital marketing tools for websites and social media.

Toolbank is backing the activity with TV advertising in the UK and Ireland, especially around sports programmes, with advertisements in trade and specialist consumer press, and via sophisticated Facebook, Twitter and YouTube campaigns.

The popularity and success of the winter promotion over the past three decades has

ensured that top brands like Bahco, Black & Decker, De Walt, Hitachi, Irwin and Stanley are fully engaged with the initiative. Toolbank itself backs the programme – which runs from early October to the end of the year – with a consumer website that lists all stockists taking part, and a B2B website that provides 24/7 stock orders and product updates.

The promotion is very flexible and easy for retailers to participate in, but understandably Toolbank expects shops to buy a comprehensive selection of all the goods in the Real Deals package. Delivery drops start in October and each line is backed with stock so top-ups can be made right through to the festive season.

The scale and sophistication of the operation is probably not fully appreciated by the trade.

“Back in the spring we were making stock commitments to suppliers that run well into eight figures for the Real Deal promotions,” Simon explains. “Many of the refinements we have made over the years are thanks to retailers’ feedback and suggestions. That’s why there are a high number of lines that retail for under £20 – our stockists have told us they are the right price for the gift and pick-up market.”

Participating stockists know that they can be sure all the retail prices in the package are secure for the key promotion period. This allows a decent margin to be maintained while creating a lot of marketing attention with consumers.

This year’s consumer competition prize is a huge DeWalt mega kit that is worth almost £2,000. There are 12 to be won; all consumers have to do is send a proof of purchase from an approved stockist to realdealsforyou.com and a draw will be made in January. That will present a dozen opportunities for local publicity for the shops that served the customer.

While all that is going on, stockists might like to consider that Toolbank is already well involved with its global network of suppliers devising the Real Deals For You for 2018.

Back in the spring we made commitments to stock worth eight figures Toolbank’s Simon Bicknell underlines the backing the company gives its winter promotion

JULY/AUGUST 2017

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12/05/2017 08:13

JULY/AUGUST 2017

Counterpoint / Frock Flogger

Previous crises have prepared us She was hoping for a strong and stable political situation, but Frock Flogger reckons independent retailers will deal with what they have got - as they always do

Have your say Would you like to share your views and experiences with the bira community? We welcome contributions like Frock Flogger’s. You can write under your own name or under a pseudonym. You can contribute regularly or occasionally. If you are interested, please email editorial@bira.co.uk

JULY/AUGUST 2017

WHEN I WAS asked to pen some thoughts for this feature, the suggestion was to wait postelection and give some thoughtful insights and make all we retailers believe that our concerns and issues were going to be heard and acted on.

As I am unable to do this, I wondered whether to adopt the usual Facebook reaction to bad news and put up photos of cats, babies and Buddhist platitudes to help get us through the day. What this uncertainty has caused me to do, however, is to reflect on previous crises that have happened during the course of my career.

We have had our waste bins not collected for weeks, so we bought a car we used just for the removal of rubbish. We then installed gas lighting in our shop to allow us to trade when the electric went out for hours at a time. We mastered decimalisation. We joined the EU and started completing Intrastat forms for every delivery. We absorbed VAT. We became mini civil servants dealing with maternity pay, SSP and every other bit of paperwork dumped on us.

Then VAT rose from 17.5% to 20%. We absorbed that too. We had the introduction of the minimum wage and have watched it escalate to staff-crippling proportions while our rates increases outstrip our bank charges (and they grow faster than our bank can close its high-street branches).

Yet all was not lost! We had been heard...

We were given Mary Portas, who would save our high street. We had Digby Jones... We had ambassadors and town initiatives.

So, when I reflect on what has gone before us (and those of you who are older than me will be able to add to the above list), it reassures and reminds me that we are still here. Our customers still come and the tills still ring.

And yet I listen to the rhetoric and spewing of venom out of the City about the costs this current scenario is costing their companies as they bring in the money. Agreed, they do. But so do we and we are spread to the four corners of this sceptr’d isle, not sitting in one square mile.

My politics are now immaterial to today’s and tomorrow’s decisions. What I do know is that we are breeding uncertainty beyond acceptable levels globally. My suppliers are taking every opportunity to raise prices, just in case – and these are in food, wine and fashion.

So far, I have not passed these increases on to the customers but I will be forced to review our mark-ups with the arrival of new autumn stock.

We suddenly feel as though we have stepped back in time with terrorist acts, a hung Parliament, and negotiating with those who have turned their backs on progress made in areas such as gay rights.

Could we also reverse the trend of the internet and go back to shopkeepers and customers talking across a counter? We are still a nation of shopkeepers and the indicators show that the number of shop openings is still outstripping closures (yes, really!). So, whatever the outcome of the next few weeks we will continue to open our doors and create theatre to brighten our customers’ days because we must choose

The customer needs now more than ever a reason to be cheerful, to be tempted and persuaded to buy things she doesn’t need between being a theatre or a museum.

The customer needs now more than ever a reason to be cheerful, to be tempted and persuaded to buy things she doesn’t really need.

We must know our products – we must know why we bought them for her in the first place.

The assistants we employ must know how to transmit that message. There is enough doom and gloom around to make customers want to come out and visit a high street and feel that the world still turns. It’s our job to make that feel the right thing to do!

If I was in power, I would pass a law that required every person in the land to go on to the high street on a set day and spend a set percentage of their disposable income in a shop or shops. From £1 to £1,000, it would send all our stock turns into a spin and kick start a revolution. We would have to go to the bank – we would need to buy more stock – and we would all feel so much better for it.

Vote Frock Flogger (but not this time).

29

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JULY/AUGUST 2017

bira notices

The membership magazine of the British Independent Retailers Association Published 10 times a year by bira publishing Editor Eric Musgrave 07702 628848 eric@ericmusgrave.co.uk Design Alan Bingle 07949 024737 alan@forty6design.com PA, senior communications & PR officer Kate Godber 0121 446 3730 kate.godber@bira.co.uk Multimedia sales executive Simone Adams 01295 713329 simone.adams@bira.co.uk All advertising and editorial enquiries editorial@bira.co.uk Printed by Buxton Press

bira, 225 Bristol Road, Edgbaston, Birmingham B5 7UB Tel 0121 446 6688 Fax 0121 446 5215 www.bira.co.uk bira national president 2016-18 Vin Vara, Tool Shop, London CEO Alan Hawkins Finance director John Collins Commercial director Jeff Moody Membership & marketing director Bob Jarrett bira membership magazine incorporates bira alert, Hardware Today, Cookshop, Housewares & Tabletop and Pet Product Focus. If you would like to reproduce anything from bira member magazine, please contact the editorial team for permission.

While every effort is made to ensure the accuracy of the material we publish, bira publishing cannot accept legal liability for any errors or omissions, nor can they accept responsibility for claims made by advertisers or contributors. Unless specifically stated, goods or services mentioned are not formally endorsed by bira. Views of the contributors are not necessarily those of bira. All rights reserved. © 2017

The fair season gets under way The show season is in full swing again with bira and BAGMA having visited Progressive Greetings (London) and the Royal Highland Show (Edinburgh) in June. The team will be continuing to hit the exhibitions and is looking forward to meeting with members as well as speaking to potential new recruits… Come and say hello!

AUTUMN FAIR NEC, Birmingham, 3-6 September Autumn Fair is the season’s No 1 wholesale gift and homewares trade event, showcasing amazing brands, new products, retail insight and bucket loads of inspiration! autumnfair.com

PURE LONDON Olympia, London, 21-25 July The best place to source new fashion and accessory collections for your store, providing three days of discovery, content-rich insights, trend inspiration and the opportunity to network and make buying connections. purelondon.com

TOP DRAWER Olympia, London, 11-12 September Top Drawer is the UK’s leading retail trade event for creative lifestyle buyers, showcasing an extensive edit of 1,500 brands to top international retailers. topdrawer.co.uk

ROYAL WELSH SHOW Royal Welsh Showground, Llanelwedd, Powys 24-27 July Four days embracing livestock competitions, crafts, forestry, horticulture, rural sports, shopping, food and drink. Each day has a 12-hour programme of exciting entertainment, attractions and displays. rwas.wales/royal-welsh-show

PATS Telford International Centre, 24-25 September With hundreds of exhibitors and thousands of products, PATS is bursting with business opportunities, offering retailers the opportunity to do business with the whole pet trade at once. patshow.co.uk

MODA NEC, Birmingham, 6-8 August With five shows taking place under one roof, Moda is the only trade event in the UK to offer buyers a full overview of the new season across most areas of fashion – womenswear, menswear, footwear, accessories and lingerie & swimwear. moda-uk.co.uk

SALTEX NEC, Birmingham,1-2 November The UK’s national event for grounds care, sports, amenities, estates and green space management. From turf care and specialist machinery to landscaping and playgrounds, over 290 exhibitors present the latest products, equipment and expertise. iogsaltex.com

We welcome our latest new members

Afforde Doors, Carshalton, Surrey; Bay View Gardens, Carnforth, Lancashire; Chris Baily Engineering, Colyton, Devon; Concept Décor, Derby; Excess Retail, London; Farsley DIY & Pet Store, Leeds; Harveys Pet Store, Ventnor, Isle of Wight; Hifza North East, Middlesbrough, North Yorkshire; Hobbs Sport, Cambridge; Jarrold Stationers, Norwich; John Miller (Corsham), Chippenham, Wiltshire; Martell’s Department Store, East Grinstead, Sussex; Nelle DK, Kings Lynn, Norfolk; Pilch Sport, Norwich; Pretty Shiny Shop, Stroud Green, London; Room on the Row, Forest Row, Sussex; Terry Howell, Newport, Gwent; Tess Rileys, Liverpool; The Flower Box, Guisborough, Cleveland; The Granary, Norwich.

JULY/AUGUST 2017

31

The last word

Tessa Brand

THE DRESSING ROOM, BATH

Q

You bought The Dressing Room without having seen the business?

I can’t explain why, but yes. I’d been living in Bath for about 18 months when I thought about opening a lingerie shop. To research the market, I called the London office of La Perla, the only upmarket lingerie brand I’d heard of in those days. By a complete fluke, the phone was answered by the rep who covered Bath. I got on well with her and she called me back the same day to tell me that the owner of The Dressing Room might be interested in selling. After a couple of weeks – I didn’t want to appear too keen – I met Karen for a coffee, we shook on a price right then, and I’d bought the business. I’d only ever walked past the shop to have a look. I’d never been in it. The deal was done in November 2002 and I took over in April 2003.

Q

Had you worked for yourself before?

I worked at John Lewis in Milton Keynes while at school. I’d been in the Navy for four years.

I’d worked in sales and marketing, HR and I’d been a recruitment consultant. Put a lot of those together and you get what I do at The Dressing Room. I am a control freak Virgo, so I am

Personally speaking Hobbies: I have no time with my business, two grown-up children & a dog Fave music: Anything to make me dance Fave film: At present, Crazy Stupid Love Fave food: Roast chicken, choc mousse Favourite drink: Lots of water, little alcohol Car: My Mini. I absolutely love it Gadget: My iPhone has my entire life on it Best holiday: Bermuda The Dressing Room, 7 Quiet Street, Bath BA1 2JU dressingroombath.com

32

very, very organised. And I really like spreadsheets.

Finally, I absolutely love dealing with the public, so running an independent boutique is perfect for me.

Q

How have you changed the business since 2003?

I have tweaked only a few things. The business was started in 1985 and has been in the current location since 1993. It was in pretty good financial shape. I still stock most of the same brands, like Marie Jo, Gottex and Hanro. The most important thing was to make sure everyone feels welcome. A shop at the premium end can be intimidating, but we left the door open to encourage people to come in. We used to wear stilettos and power suits; now we are in comfy sweaters and loafers. We treat everyone the same, whether they are buying a £5 gift voucher or a £150 bra. The best thing I did, about four years ago, was to start to bring my cockerpoo Ozzie to the shop. It’s surprising how a dog breaks down barriers.

Q

What is your product mix?

The most important part is lingerie, followed by beachwear, then nightwear. I only deal with the best brands I can find. I get very enthusiastic when I’m selling them, but that’s because I have selected them all personally! We are at the top-end. I stock a Wacoal bra at £47 with matching bottoms at £33, but my best-selling range is by Marie Jo which starts at £75, with knickers from £38. We sell more of the more expensive options. The most expensive bra I have sold cost £1,247, but it was a limited edition. It was made from Perspex with cups covered in Swarovski crystals. I believe the Italian brand Verde Veronica made only 47, of which 20 came to the UK. It was a ridculous item, but absolutely gorgeous.

Photography: Ben Roberts

WHO’D BUY A retail business without even stepping into the shop first? Well, first-time retailer Tessa Brand did and 14 years later she still loves selling premium lingerie, beachwear and nightwear in the centre of Bath.

Q

Who are your customers?

On average, they tend to be 40-plus, but we do get girls in their 20s and ladies in their 80s, so we cater for a wide audience. I’d say my customers are split 50:50 between those who are buying because they want to and those who are buying because they need to. We have some people who come in once a month and others who we see once a year. Monday to Thursday we are serving our local customers, while from Friday to Sunday we serve a lot of tourists. We don’t sell online because we fit every bra individually.

About 85% of my clients are buying lingerie for themselves; the rest are buying with a partner in mind. One woman insisted I showed her the sexiest lingerie we had. She’d bought a very expensive leather jacket that day and she was going to show it to her man while wearing only the lingerie with it, so her husband’s concentration was on the underwear, not the new jacket.

My view is that we all have to wear underwear, so we might as well make it comfortable and beautiful at the same time!

JULY/AUGUST 2017

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YOU’RE MY CUP OF TEA!

Following its successful launch last year, the bira Contemporary Collective will be back at Autumn Fair this September. Come along and explore design-led housewares and kitchenware from bira direct suppliers.

You’re sure to find some amazing new products that will leave your customers wanting more.

Register for your free ticket today! autumnfair.com #autumnfair HOME | CONTEMPORARY GIFT & LIVING | THE LIGHT SHOW | FASHION, JEWELLERY & ACCESSORIES THE SUMMERHOUSE | BODY, BATH & HOME FRAGRANCE | GIFT | CHILDREN’S GIFTS, TOYS & GADGETS | GREETINGS BRANDS OF CHINA | RETAIL SOLUTIONS | VOLUME & HOUSEWARES Copyright of Ascential Events Ltd | Products shown in this image are proprietary to Cubic Products