Winter 2017

Winter 2017

THE DEFINITIVE RESOURCE FOR INDEPENDENT LIFESTYLE RETAILERS

instoremagazine.ca

BUILD CUSTOMER LOYALTY RIGHT-SIZE YOUR BUSINESS INCREASE SALES

Par ty

Time

SUMMER ENTERTAINING, FASHIONS, HOME DÉCOR & MORE

AWARD WINNING, INDUSTRY LEADER OF HOME DÉCOR, GIFT & FASHION ACCESSORIES

BLOOMINGVILLE IS THE LEADING EUROPEAN DESIGNER OF HOME LIFESTYLE PRODUCTS DESIGNED IN DENMARK, SHIPPING FROM THE U.S. FASTER SHIPPING, HIGHER FILL RATES, REDUCED PACK QUANTITIES

EXTENDED DATING & FREIGHT INCENTIVES

EXTENDED DATING & FREIGHT INCENTIVES

FRIDAY & SATURDAY PRE-SHOW Jan 27-28 | 9:00AM to 9:00PM TORONTO GIFT FAIR Jan 29-Feb 2 | Open Early 8:00AM Daily & All Regular Show Hours Front Entrance Showrooms: International Centre, Hall 1, Suites #100 & #100A

THREE WAYS TO ORDER

SPRING 2017 SHOWS

REPRESENTING THE BEST HOME, GIFT & LIFESTYLE LINES IN THE INDUSTRY

REPRESENTING THE BEST HOME, GIFT & LIFESTYLE LINES IN THE INDUSTRY

SIX DIVISIONS: TWO’S COMPANY, TOZAI HOME, 2 CHIC, 2 CHIC LUXE, CUPCAKES & CARTWHEELS & EAST OF INDIA

CONTACT YOUR DESIGN HOME SALES REPRESENTATIVE ORDER ONLINE www.designhome.ca CONTACT US Design Home Gift & Paper Inc. 7580 Bath Road Mississauga, ON L4T 1L2 800-663-9950

®

NEW FALL/HOLIDAY 2017 ON DISPLAY PRE-BOOKING STARTS AT THE TORONTO GIFT FAIR. 500+ NEW ITEMS

AWARDED REA 2016 VENDOR OF THE YEAR #1 BABY GIFT LINE IN THE INDUSTRY INDUSTRY LEADING MANUFACTURER OF 3 DIVISIONS – LIVING, KIDS & FASHION

PRICES REDUCED BY ALMOST 10% TWO NEW CATEGORIES: BABY & FASHION

EXTENDED DATING & FREIGHT INCENTIVES

FRIDAY & SATURDAY PRE-SHOW Jan 27-28 | 9:00AM to 9:00PM TORONTO GIFT FAIR Jan 29-Feb 2 | Open Early 8:00AM Daily & All Regular Show Hours Front Entrance Showrooms: International Centre, Hall 1, Suites #100 & #100A

THREE WAYS TO ORDER

SPRING 2017 SHOWS

REPRESENTING THE BEST HOME, GIFT & LIFESTYLE LINES IN THE INDUSTRY

REPRESENTING THE BEST HOME, GIFT & LIFESTYLE LINES IN THE INDUSTRY

EXTENDED DATING & FREIGHT INCENTIVES

CONTACT YOUR DESIGN HOME SALES REPRESENTATIVE ORDER ONLINE www.designhome.ca CONTACT US Design Home Gift & Paper Inc. 7580 Bath Road Mississauga, ON L4T 1L2 800-663-9950

contents

inStore VOL. 03/NO. 02

87

THIS ISSUE

Winter 2017

44 inStock

inStyle

DEPARTMENT

FEATURE

24 Get to Work!

Stylish office supplies

59 Summer Loving

29 Serenity Pampering products for summer FEATURE

71 Summer Styles The season’s hottest fashion trends

Trends for the home this summer

inSight

inForm

DEPARTMENT

DEPARTMENT

10 Mailbox Readers tell us what they think about InStore!

31 News & Notes New lines, launches, industry goings-on and upcoming trade shows

21 Hello!

New Adventures 44 Shop Profiles Presenting the 2016 Retailers of the Year!

97 Baby on Board A sweet selection of baby products

FEATURE

117 Increasing Sales Retail expert and business coach Barbara Crowhurst shares fail-safe steps to boost sales

54 Set the Table

FEATURE

66 Sign Language

80 To Have and To Hold

By Leslie Groves

87 Party Time!

Hot finds for outdoor entertaining

119 CanGift Connects Celebrations

How to win loyal customers

By Claire Sykes

How to style a table display

By Leslie Groves

How to effectively use signage in your store

105 Back to Basics How to right-size your business in the New Year

By Barbara Crowhurst

www.instoremagazine.ca

inStore. Winter 2017

7

inSpire. inForm

THE DEFINITIVE RESOURCE FOR INDEPENDENT LIFESTYLE RETAILERS

instoremagazine.ca

Attention Retailers

Editor & Publisher Erica Kirkland ekirkland@instoremagazine.ca Design & Layout JM Design Contributing Editors Barbara Crowhurst, Leslie Groves

Advertising Inquiries advertising@instoremagazine.ca Editorial Submissions editorial@instoremagazine.ca Mailing Address 103 Niska Drive Waterdown, ON L0R 2H3 Contibutors Barbara Crowhurst, Castlerock Studios, Will Fournier, Leslie Groves, Claire Sykes

There are successful; very successful retailers all around.

LET’S GET YOU ON THAT LIST!

Seeking a customized retail training program?

Specifically designed to help you achieve results that last Easily fits into your budget

Your Business + Your Goals + Our passion

by Barbara Crowhurst

InStore is published four times a year for independent retailers in Canada selling giftware, home décor, fashion accessories and lifestyle items. The magazine is mailed to 12,000 stores including gift, home décor, hardware, pharmacy and florists. © 2017 InStore Magazine. The contents of this publication are the property of InStore. Reproduction or use of the contents in whole or in part, for any reason, is strictly prohibited without the written consent of the copyright owner.

The publisher is not responsible for product claims made by the companies mentioned herein.

Printed in Canada Publication mail #40841587. Return undeliverable Canadian addresses to: InStore Magazine, 103 Niska Drive, Waterdown ON L0R 2H3.

Email editorial@instoremagazine.ca Phone: 905-690-0492

905-686-8898 retailmakeoverca@gmail.com www.retailmakeover.ca

8RetailMakeOverAd_Summer2016.indd inStore. Winter1 2017

2016-07-03 6:17 PM

inSpire. inForm. inStore.

BONAVISTA BOVI HOME 514 273 6300 / 1 800 361 6695 • info@bovihome.com www.bovihome.com Come visit us at the CGTA – Hall 8 Booth 8487

MONTREAL

TORONTO

ATLANTA

DALLAS

LAS VEGAS

LOS ANGELES

inSight Mailbox

Tell us what you think!

R

te o n ke e us a Tto se e h t t a ows sh

Thank you to everyone who took the time to write to us. If you have something you’d like to share, email editor Erica Kirkland at ekirkland@instoremagazine.ca.

Supplier Shout Out

Just a quick note to say that the magazine looks absolutely spectacular! Thanks for including St. Justin for us.

Lisa Nail British & Irish Imports Peterborough, Ont.

Greetings from Bobcaygeon We just received our copy of the Fall 2016 magazine and wanted to send a huge thank you. The article looks fantastic - so well done. We’re already getting many compliments on being profiled.

Dawn, Lynda, Kelsey and Angie Lil’ Piece of Heaven Calmar, Alta.

Alberta Gift Fair February 26 - March 1 Booth 2521, Hall E Edmonton Expo Centre

Robin & Joe Gilstorf & Gray Bobcaygeon, Ont.

Call Out from Calmar

We are the owners of a small gift shop in Calmar, Alta. We love receiving InStore as it provides valuable information that we use in our day-to-day business. Keep up the excellent work.

Toronto Gift Fair January 29 - February 2 Booth 1173, Hall 1 The International Centre

Praise from Pembroke

We’ll be there with bells on!

Thank you for your inspiring magazine.

Keep up the great work!

Lori Moss Fraser and Melton Flowers Pembroke, Ont. R

Home & Garden Division of Christmas Tradition

www.instoremagazine.ca 10

inStore. Winter 2017

ct-lifestyle.com 1-800-561-5515

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A sparkling, clean unisex scent, Inis refreshes and makes you feel close to the sea no matter where you are. The signature scent of Fragrances of Ireland, Inis fragrance and seaweed enriched body care is a boutique brand favorite around the world.

WE KEEP IT

Naturally Simple!

LUXURIOUS, NATURAL BODY CARE PRODUCTS With emollient-rich botanicals and nourishing plant oils.

Authentically natural, beautifully indulgent and available in five clean, fresh fragrances.

INDULGE IN THE GOOD Coconut Oil Shea Butter Cocoa Butter Essential Oils Botanical Seed Oils Jojoba Seed Oil Vitamin E 100% Vegan Made in USA

ELIMINATE THE BAD Paraben Free Sulfate Free Gluten Free Non-GMO Phthalate Free Propylene Glycol Free Synthetic Dye Free PEG/EDTA Free Cruelty Free

naturalinspirations.com

A R O M AT H E R A P E U T I C L I V I N G

profound. lush. sublime.

INTRODUCING

25 DAPHNE FEATHER MOSS

PRODUC TS AVAIL AB LE FE B RUARY 2017

ÂŽ

Need has nothing to do with it.

HAS YOUR GARDEN COVERED

my fav...

inSight Hello

New Adventures!

The beginning of a new calendar year usually inspires us all to usher in a new tradition or two. This year, the magazine is embarking on two new adventures. The first is a product showcase and feature area at the Toronto Gift Fair. After brainstorming ways that the magazine and the Canadian Gift Association could work together to cross promote the industry, we decided upon a showcase at the Toronto show which will feature What We’re Loving products, a spin-off from our editorials of the same name (page 24 and 29). The showcase will be in Hall 8 of the Congress Centre South. Please come by and have a look.

I have never designed a show exhibit before. I want to ensure that the look and feel mirrors the quality of the magazine, and I hope it doesn’t disappoint. I’ve also never been involved in setting up a booth and dealing with the move-in and move-out process so familiar to the suppliers in this industry. It’s a little nerve-racking but I’m excited about the opportunity to introduce the magazine to even more readers and to work more closely with industry allies to support the Canadian market.

The second project is on a smaller scale but equally exciting. In this issue, the team behind the Cottage Life Weekend Collection is promoting a new Retailer of the Year award for stores that carry products from three or more Cottage Life licensees. The winning store will receive a tremendous amount of media coverage with a full-page ad in Cottage Life magazine as well as a story on the magazine’s website, and I’m thrilled to have been asked to join the panel of judges.

Bottoms up to a great new year!

The edgy photograph opening this issue’s fashion feature is a departure from the style we typically present, but as soon as the products were laid out and the first shot was taken, the crew on the set of the shoot knew we had a winner. Together the expertise and style sense of stylist Leslie Groves and photographer Will Fournier are a potent combination and each issue of the magazine benefits tremendously from their talent.

in this issue Vendors often ask what colour schemes or trends we’re looking for so they can send us products to match, but while it may look like we begin each issue with product stories in mind, the reality is that the assortments we present just sort of come together. After we open all the www.instoremagazine.ca

boxes of products that suppliers have submitted, we take out the products that we love. Inevitably, common threads begin to appear, leading to the themes and stories you see here. In this issue, black, white and

natural hues popped out at us in almost every product category from jewellery and fashion to baby’s products and home décor. Even though the seasonal focus of this issue is summer, the colours feel right and we hope you’re equally enthralled. inStore. Winter 2017

21

get to work

inStock What We’re Loving

Stylish office supplies make the work day fly by

1

3

2 1/ Handmade products add a much-needed touch of personality to corporate environments. Desk organizer, $75 retail, Susan Robertson Pottery, 306-867-8011, www.srobertsonpottery.com 2/ Make bold colour statements with leather journals from Galerie Indra, 800-207-7416, www.galerieindra.com 3/ Keep it simple with a classic leather notebook.

Writersblok Hard Cover Notebook, $13 retail, Kikkerland through David Youngson & Associates, 800-370-4857, www.youngson.com

4

4/ Inject colour and energy into work spaces to spark creativity. Compendium notebooks, $21 retail for two, Design Home Gift & Paper, 800-663-9950, www.designhome.ca 5/ Make paperwork personal with a pretty porcelain stamp. Bird stamp with ink pad, $13 retail, Indaba Trading, 800-746-3222, www.indabatrading.com

5

24

inStore. Winter 2017

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Serenity

inStock What We’re Loving

Enhance the tranquility of summer with personal care products that pamper

2 1/ Intensely nourish skin with potent antioxidant-enriched lotion. Fragrance Free Hand & Body Lotion from Natural Inspirations, $25 retail, Edenborough, 800-265-6398, www.edenborough.com

1

2/ A one-stop solution for cleansing, exfoliating and massaging. La Source Massage Bar, $13 retail, Crabtree & Evelyn through David Youngson & Associates, 800-370-4857, www.youngson.com

4

3/ Travel organizers always come in handy. Sage & Emily Organizers, $14 retail for pack of three, Canadian Gift Concept, 866-411-1043, www.cgconline.ca

3

4/ Moisture-rich soothing body lotion formulated for delicate and sensitive skin.

Goatmilk, $32 retail, Crabtree & Evelyn through David Youngson & Associates, 800-370-4857, www.youngson.com 5/ Sea salt soap packed with minerals that leave skin feeling soft and smooth. Sea Salt and Spruce Soap, $8 retail, Bulles at Molecules, 418-861-9692, www.bullesetmolecules.com

5 6

www.instoremagazine.ca

6/ Citrusy scents are the ideal fragrance bouquets for summer.

Thymes’ Rosewood Citron Hand Cream, $24 retail, Design Home Gift & Paper, 800-663-9950, www.designhome.ca

inStore. Winter 2017

29

BY HAND SINCE 2001

CANADA’S ARTISAN GIFT SHOW JANUARY 29 - FEBRUARY 1

BY HAND Canada's Artisan Gift Show is your once-a-year opportunity to shop wholesale for the very best Canadian Handmade products. Meet and connect with professional Canadian artists, artisans and designers under one roof.

PEARSON CONVENTION CENTER

Conveniently located close to The Toronto International Centre.

WWW.BYHAND.CA FOR DETAILS AND REGISTRATION

inForm News & Notes

News & Notes

THE GOODS

Inside Track NEWS IN BRIEF

Canadian Gift Association Announces 2016 Suppliers of the Year

A Bum Wrap House of Koopslie’s new and versatile bum warmers are made from super stretchy bamboo fleece. Designed to be worn as a

The Canadian Gift Association has announced its 2016 Suppliers of the Year. Across the large,

scarf, a hood, a skirt and over leggings to

medium and small categories, the winners were nominated by Canadian retailers from coast to

provide a bit more coverage. 780-937-8035,

coast for their product selection and customer service.

www.houseofkoopslie.com

The large Supplier of the Year recipient is Toronto-based Giftcraft. Founded in 1946, the company serves a diverse network of décor and giftware retailers throughout the world. The company’s exclusive group of brands encompasses top-selling fashion, luxury gifts, gourmet teas, indoor and outdoor décor and seasonal products. www.giftcraft.com The Supplier of the Year in the medium category is Grand International, a leading supplier of fashion accessories. Grand International carries a selection of scarves, jewellery, handbags, apparel, eyewear and giftware in their 20,000-square-foot showroom and warehouse in Mississauga, Ont. www.grandcrafts.com Alberta-based House of Koopslie was named the Supplier of the Year in the small category.

Headed by owner Monika Kupczak Ainslie, the company designs and sells unique headbands and fashion accessories from eco-friendly bamboo fabrics. www.houseofkoopslie.com

Extend to a Friend Originally intended for teens and tweens, Lucky Feather stumbled upon an unintended market for its friendship necklaces – grown women. The fun company, distributed by David Youngson & Associates, added new designs for the adult market with cute sayings like “You are the needle to my thread” and “You are the apple to my pie.” $20 retail, 800-370-4857, www.youngson.com

A Greeting Card and More Cardzees, an innovative new greeting card creation from Bling Bebe, is a set of four interlocking cards which can be weaved together in a myriad of ways. Combine into a cube shape to cradle a plant or stretch out along the mantle. The double-sided cards include a greeting on the front and a coordinating design on the reverse. $6 retail, 888-897-6281, www.blingbebe.ca

MANAGEMENT TEAM AT GIFTCRAFT 2016 Large Supplier of the Year

www.instoremagazine.ca

Continued on following page

inStore. Winter 2017

31

inForm

THE GOODS

News & Notes

Inside Track NEWS IN BRIEF Continued from previous page

All You Need is Water A new mop from E-cloth Canada is designed to remove grease, dirt and bacteria from all hard floors, just using water. The Aqua Spray Deep Clean Mop is largely made from lightweight aluminium, but the magic component is the mop head featuring long fibres and a special weave that enables it to break up and hold grease, dirt and over 99 per cent of bacteria. $80 retail, 819-395-4559, www.ecloths.ca 2016 MEDIUM SUPPLIER OF THE YEAR Left to right: Yan Wang, Vivian Jiang, president Harvey Hu; vice-president Jane Jiang, Stella Zhang and Sunny Xu of Grand International

Wooden Baby Toys from Germany Children’s product distributor Eco Parade is adding another European line to its assortment of high-quality toys. The Heimess collection includes wooden baby toys that are made in Germany, including soother chains and mobiles. 905-910-1558, www.ecoparade.com

2016 SMALL SUPPLIER OF THE YEAR Monika Kupczak Ainslie, owner of House of Koopslie

32

inStore. Winter 2017

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2017 is our 10th Anniversary.

Join the celebration!

We’re the sterling silver jewelry brand you’ve been looking for. Here’s why: • • • •

Flights of Fancy

Customers love to collect Kamelelon!

They design their own look by changing the JewelPops New seasonal releases and promotions encourage repeat purchases In-store support includes catalogs, point of sale materials and a loyalty card program Special Pop Party events featuring exclusive products to drive sales

Our tiered dealer program includes display elements, fixtures, coop, and more to ensure that you get the right program for your store.

New January 2017 Collection

Booth 12429 JAN 31st - FEB 4th The Congress Centre 650 Dixon Road, Toronto, Ontario

Ne w

er ’s A Feath ff Cu Touch

www.kameleonjewelry.com

inForm

THE GOODS

News & Notes

Inside Track NEWS IN BRIEF

Sales Representatives Honoured Each year the Canadian Gift Association recognizes two sales representatives, selected by Canadian retailers. The 2016 Corporate Sales Representative of the Year is Frances Windsor Hicks, a southwestern Ontario rep with Bella Flor. Frances has been working in the gift industry for over 20 years, starting out of college as an assistant and showroom coordinator.

The 2016 Independent Sales Representative of the Year is Larry Deszcz. The Ottawa-based rep was also given this award in 2013. Larry transitioned from a career as a fulltime musician over 30 years ago, and hasn’t looked back since. He represents lines from wholesale suppliers including Attitudes Import, Splash International, Pavilion Gift and T-Zone Health.

Only the Best for Baby Montreal-based baby products distributor Do-Gree Fashions is introducing two new award-winning lines: Senseez and Gummee Glove. Senseez are colourful, lightweight and fun portable cushions that when sat on produce a gentle vibrating sensation, great for relaxing, calming and soothing. Kids that have trouble sitting for meals, stories, car rides, shopping trips or anything else are 2016 INDEPENDENT SALES

2016 CORPORATE SALES

comforted by the vibrations of the cushions,

REPRESENTATIVE OF THE YEAR

REPRESENTATIVE OF THE YEAR

making them ideal for children with autism,

Larry Deszcz

Frances Windsor Hicks

ADHD or sensory processing disorders.

The award-winning Gummee Glove is a teething toy designed to help little ones help themselves. The mitten is made to fit babies from three to six months. It’s perfect for youngsters who are too young to hold a teething toy on their own. 800-839-8808, www.do-gree.com

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inStore. Winter 2017

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inForm

THE GOODS

News & Notes

Inside Track NEWS IN BRIEF

of iron supplements. A new Canadian-made, hand-crafted piece

The global direction in fashion is pointing

of iron in the shape

to more feminine and delicate apparel with

of a fish has come to

pink as the new black; however, accessories

the rescue. The Lucky

are taking on a rawer, edgier effect with

Iron Fish provides a significant amount of

bold sizes, hand-wrought metals, and raw

iron when boiled in water for 10 minutes.

natural or precious stones. An eccentric mix

The company’s ‘A Fish for Every Pot’

is in, a counter intuitive blend of opposites

program donates one iron fish for every fish

in texture, material and patterns. These are

purchased. A truly unique gift and a great

some of the high-level trends predicted

conversation starter. $30 retail,

for fashion in 2017 from the organizers of

www.luckyironfish.com.

Mode Accessories Show. The organization’s bi-annual newsletter notes that, “Fashion

Get Grilling

is increasingly a statement of individual style, bolder and quirkier than ever. And They punctuate style, set the tone, and send

Iron deficiency affects 3.5 billion people worldwide, and many can’t afford the costs

Style Direction for Fashion in 2017

accessories are the zing and zest of fashion.

The Lucky Iron Fish

The Smokin’ BBQ CODE VITESSE

out an unmistakable personal statement. They

The Mode Accessories Show will be held at the

can brighten with bursts of colour, wow with

International Plaza Hotel from January 29 to 31

novel creativity, shock the status quo or elevate

will help retailers clearly see the trends for the

the luxury quotient. The singular category that

season. 416-510-0114,

has fueled the momentum of fashion retail in

www.mode-accessories.com

recent years is accessories.”

line, exclusively distributed in Canada by Ventures, includes ‘drop, soak and smoke products’ along with smoke bombs and smoked

ACCESSORY TRENDS FOR SPRING 2017

cedar planks.

•

Chokers

The interlocking

•

Chains, cords and tassels

construction of the

•

Super pendants and lockets

planks allows for a

•

Patches, charms and pins

variety of cooking

•

Belt bags and waist pouches

sizes and shapes.

•

Handbags with optional straps

There are planks in

•

Mismatched earrings

the line designed

•

Wide belts and narrow belts layered for a

for pizza and beer butt chickens as well as an

cinched-waist effect

assortment of blended-wood planks and a

Mismatched shoes, super platforms,

kettle plank. There are also several in-store

chunkier heels, shaped heels, textile and

display options with a variety of floor racks

textural surfaces and embellishments,

on castors as well as a selection of gift packs.

embroidery, appliques

800-663-0088, www.smokinbbq.ca

•

ZISKA, REPRESENTED BY MARY O’KEEFE

www.instoremagazine.ca

•

Mid-calf to extra-high boot socks

inStore. Winter 2017

39

Show Calendar

inForm News & Notes

Inside Track NEWS IN BRIEF

A Legend Loss Charles Watts Tellett 1937-2016 Those who had the opportunity to meet Chuck (Bud) Tellett never forgot him. His bold personality and big

Toronto Kid Show January 13 – 15, 2017 www.torontokidshow.ca Future For Baby January 15 – 17, 2017 Toronto, Ont. www.futureforbabyshow.com Quebec Retail Fair January 16 – 19, 2017 www.tradersforum.ca

heart were unforgettable. After a successful career as a sales representative and manager for Cassidy and Royal Worcester in Ontario and Western Canada, Bud started his own successful wholesale company, C.W. Associates, and served as the chairman of the Canadian Gift and Tableware Association for two years.

Bud was gregarious and was always the life of the party. An avid skier, he spent many days on the slopes of Blue Mountain in Collingwood, Ont., and Whistler, B.C. Muskoka was also a big part of his life. He enjoyed cottage life on Lake Leonard where he and his spouse, Marcel Paulin, invited family and friends to share the joy of life at the lake.

Bud was a true-blue Maple Leafs fan, and he also enjoyed the arts, music and horse racing.

In fact, he and a friend shared ownership of a race horse, Ginger Dash, who won a few races at the Woodbine racetrack in Toronto.

As an expression of sympathy, donations can be made to Parkinson’s Canada or the South Muskoka Hospital Bracebridge.

Cottage Life Announces Retailer of the Year Award Lifestyle and media brand Cottage Life is launching a Retailer of the Year Award to recognize retailers supporting the Cottage Life Weekend Collection program. Launched in the spring of 2015, the collection has expanded to include nine licensees covering a wide assortment of Cottage Life branded products, including home décor, scented candles, natural cleaning products, furniture and food and beverages.

Retailers carrying at least three of the product lines from vendors such as Abbott, Orange Crate and Country Home Candle, among others, will be eligible to enter the contest. The winner will be awarded with editorial coverage on Cottage Life’s website and a full-page ad in Cottage Life magazine. More details about the contest will be communicated at the upcoming Toronto Gift Fair through the Cottage Life vendors exhibiting at the show.

The contest will close on July 14, 2017, and entrants will be judged by Al Zikovitz, CEO of Cottage Life; Penny Caldwell, vice-president of Cottage Life and Erica Kirkland, publisher and editor of InStore Magazine. The winner will be announced before the Fall Toronto Gift Fair.

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inStore. Winter 2017

Las Vegas Market January 22 – 26, 2017 www.lasvegasmarket.com Christmasworld January 27 – 31, 2017 Frankfurt, Germany christmasworld.messefrankfurt. com Paperworld January 28 – 31, 2017 Frankfurt, Germany paperworld.messefrankfurt.com Trader’s Forum Toronto January 28 – 31, 2017 www.tradersforum.ca Mode Accessories Show January 29 – 31, 2017 Toronto, Ont. www.mode-accessories.com

By Hand January 29 – February 1, 2017 Toronto, Ont. www.byhand.ca Toronto Gift Fair January 29 – February 2, 2017 www.torontogiftfair.org inSpire. inForm. inStore.

Show Calendar

inForm News & Notes

Inside Track NEWS IN BRIEF

New Look for Roman At its core, Roman has always been an inspirational, traditional company serving the gift and religious markets. While maintaining that core business, the company recently made strides

Atlantic Craft Trade Show February 4 – 6, 2017 Halifax, N.S. www.actshow.ca NY Now February 4 – 8, 2017 New York City, NY www.nynow.com

into the home décor market, and this year will unveil a new brand identity including a revised logo and corporate colour scheme.

“With the growth and extension of our lines, we wanted to update the look of our new and existing product in our showrooms and catalogues,” says marketing executive Julie

Trader’s Forum Edmonton February 5 – 7, 2017 www.tradersforum.ca

Loughman. “We have completely torn down and rebuilt our showrooms in Atlanta and Las Vegas to implement our new style and we look forward to unveiling it to our customers at the January shows.” www.roman.com

Bovi Launches Aggressive Expansion into U.S. Market Canadian-based home décor manufacturer Bovi Home is launching an aggressive business campaign to gain market share in the United States with the opening of three new showrooms at the upcoming January markets in Atlanta, Dallas and Las Vegas with a fourth

Ambiente February 10 – 14, 2017 Frankfurt, Germany ambiente.messefrankfurt.com Toy Fair February 18 – 21, 2017 New York City, NY www.toyfairny.com

showroom opening in Los Angeles.

“The opening of four Bovi Home showrooms, essentially simultaneously, demonstrates our commitment to the American market,” says company founder, president and CEO Michael Darwish. “Our collections have been extremely successful here in Canada and we anticipate strong acceptance from the U.S. interior design community and retailers as well. With the potential of the increases in sales from the U.S., we’ll be in an even stronger position with our supply side and are confident about continuing to offer great value to our customers.” 800-361-6695, www.bonavistafabrics.com

Corrections!

In the Fall 2016 issue of InStore, the incorrect telephone number was provided for DecorSense Imports. The company’s correct telephone number is 613-909-7295.

In the Fall 2016 issue of InStore, the pots in the picture shown here were not correctly attributed. The pots are available from North American Country Home, 888-303-2221, www.northamericancountryhome.com

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inStore. Winter 2017

In the Fall 2016 issue of InStore, the large terrarium in the picture shown here was incorrectly attributed.

The product is available through Torre & Tagus, 800-423-4417, www.torretagus.com

Alberta Gift Fair February 26 – March 1, 2017 Edmonton, Alta. www.albertagiftfair.org Profile Show March 5 – 8, 2017 Toronto, Ont. www.profileshow.ca Vancouver Gift Expo March 12 – 14, 2017 www.vancouvergiftexpo.com Quebec Gift Fair March 26 – 29, 2017 Montreal, Que. www.quebecgiftfair.org

inSpire. inForm. inStore.

#BeRetailReady

Vancouver Candle Company

E x p lo r e NEW IDEAS TORONTOGIFTFAIR.ORG

JAN 29 - FEB 2, 2017 | TORONTO, ON

inSight Shop Profile

RETAILERS OF THE YEAR The three stores bestowed with the Canadian Gift Association’s prestigious Retailer of the Year award

The Retailer of the Years winners are judged on a variety of criteria vital to retail success, including visual merchandising and store design, business achievements, advertising, public relations and community involvement.

44

inStore. Winter 2017

Pharmasave Broadmead 2016 Retailer of the Year

I

n addition to a full-service pharmacy and compounding lab, Broadmead Pharmasave in Victoria, B.C., has a wide variety of products and services, including a post office and cosmetics department, but the scenestealing department in this 10,600-squarefoot space is giftware and home décor.

Greeting customers at the entrance of the store are beautifully displayed vignettes of home décor, tableware, gifts, framed art, candles and kitchenware. The extensive selection is always changing as new products arrive regularly, sourced from the store’s giftware buyer Denise.

The giftware department encompasses 20 per cent of the pharmacy’s square footage, and the 2000 square feet of retail space includes products from Indaba

Trading, Abbott, Giftcraft, Torre and Tagus, Bovi, Candym and many more.

Pharmasave Broadmead was opened in 1991 by Andrea Hyndman and Satnam Lalli, who were later joined by Michelle and Dave Jeske. In 2013, the owners invested $1.2 million to completely transform the store. According to an article on PharmacyU, the owners studied what pharmacies in Europe were doing in terms of design and features of their cosmetic sections and high-end North American retailers like Nordstrom and Holt Renfrew.

“We are in a neighbourhood of mostly middle-income professionals in the 35 to 55 age demographic who have disposable income but not a lot of time,” Lalli told PharmacyU. “They want top brand products, but they don’t want to

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stand in line to get them. We already had good product lines and categories that our customers wanted, but we didn’t have the space to fully develop and present them.

This gave us the opportunity to really do them properly and meet the needs of our customer base.”

The transformation included adding custom lines to their jewellery and accessories department including Kameleon and Hillberg & Berk, along with a 72-linear-foot “fashion alley” featuring clothing, purses, men’s shaving and skin care products as well as yoga gear. They also introduced a larger baby accessory and children’s clothing offering in the giftware area.

Despite its large size, the store celebrates individuals. On its website, customers can see pictures and bios of every staff member, providing a much-needed connection for customers looking for old-fashion customer service. The store is also involved in many local fundraising campaigns and supports local non-profit groups, schools and community fundraising efforts.

“It is an incredible honour to win Retailer of the Year from the Canadian Gift Association,” said Rhea Cavelti,

www.instoremagazine.ca

store manager. “Being awarded this from our peers is very humbling. Our team is inspired by our customers and the thrill of finding the perfect products for them.”

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#BeRetailReady

DISCOVER NEW PRODUCTS ALBERTAGIFTFAIR.ORG

FEB 26 - MAR 1, 2017 | EDMONTON, AB

inSight Shop Profile

Parkland Nurseries & Garden Centre 2016 Retailer of Distinction

I

n 1971 Earl and Margaret Beck started Parkland Nurseries as a seasonal nursery business, a retirement “hobby”. By 1982, with Gloria Beck at the helm, Parkland became a year-round operation and the first garden centre in Red Deer, Alta.

Today the business boasts greenhouse production, a retail tree lot, landscape design services as well as a garden centre shop filled with a vast array of garden supplies and giftware, including an extensive Christmas shop. Every October through December the store is transformed into a Christmas wonderland with over 20 decorated trees and special displays.

Starting in mid-December, weather permitting, Parkland begins attracting crowds of visitors to its unique ice

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sculpture displays.

Throughout the year, the store offers gardening and design courses, hosts bus tours, group tours, weddings and distributes a gardening newsletter.

Parkland staff varies from 10 to 80 employees depending on the season. In addition to sharing their knowledge, the Parkland team donates to over 40 worthwhile local causes and charities annually, while staff regularly volunteer at public events throughout the year.

“This award has reinforced the great pride we have in the work we do,” said Gloria. “Whether it’s finding those unique items or providing our loyal customers with the ultimate in customer service, this award has given us the inspiration to keep our standards high!” inStore. Winter 2017

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#BeRetailReady

DISCOVER NEW PRODUCTS QUEBECGIFTFAIR.ORG

MARCH 26 – 29 , 2017 | MONTREAL QC

inSight Shop Profile

Twisted Tree Nipawin Florist 2016 Retailer of Distinction

L

ike many store owners, Theresa Richardson Chalus had dreams of creating a retail space filled with rich colours, tactile elements and stunning home décor. That dream became the motivating vision when Theresa purchased a well-established floral shop in 2007, and decided to expand its offerings.

With a big-city selection of home décor and giftware, Theresa has succeeded in bringing the world to her small-town Saskatchewan clientele.

Located in Nipawin, the open-concept store features dynamic, artistic vignettes and seasonal product displays filled with delicious gourmet foods, kitchen

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accessories, stemware, scarves, purses, clothing, travel accessories, essential oils and jewellery.

Equally important is the store’s fresh and silk floral creations. A large, stateof-the-art fresh flower cooler highlights professional floral designs while the shop’s floral designers can be seen creating special arrangements for personal deliveries and special events.

“Being awarded the 2016 Retailer of Distinction reaffirms my vision of creating a destination space that offers exceptional value, quality and individualized service where my customers feel connected to a world inspired by great art, real beauty, eclectic craftsmanship and talent.” inStore. Winter 2017

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Set the table for

Summer

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Set the TABLE HOW TO

style a table display

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Double Duty Double-sided display spaces that allow customers to shop from both sides are typically designed in stages like a stairway, to allow each item to be seen. Start low on the edges and build height into the centre.

Details, Details Table displays require extra attention from staff as customers are constantly picking up merchandise to take a closer look. The positive side to this is that the element of touch builds the customer’s connection to the items which will lead to increased sales; the negative is that the table will need to be tidied constantly. Also of note, is that creating a mirrored image – with the same set-up on both sides of the table – really ties everything together.

Make a Big Impression Use table displays to highlight new merchandise, a trend or a seasonal story. Large table displays signal to customers the importance of the products, so don’t let them down with a ho-hum display or an unrelated grouping of items.

Styling and text by Leslie Groves Photography by Will Fournier

Ground Cover Connect the elements of the display from the top to the bottom by merchandising the underside of the table. Smaller items can easily get lost here, so select larger items instead to ground the display – pillows, crates and baskets. Place mid-sized items in containers and on small platforms to keep them off the floor and easily accessible.

Plates, mugs, bowls, wooden drawers, wire baskets, gingham placemats, Abbott, 800-263-2955, www.abbottcollection.com; Picnic baskets, rattan tray, square deck cushions, striped cushion, Candym and Canfloyd, 800-263-3551, www.candym.com, www.canfloyd.com; Throws (foutas), Famille Nomade, 877-943-2333, www.famillenomade.ca

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Summer

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Ahoy

Set sail on a nautical adventure with sea inspired decor

1/ Jacquard weave fouta, $46 retail, Famille Nomade, 877-943-2333, www.famillenomade.ca 2/ Striped pillow, $68 retail, Candym, 800-263-3551, www.candym.com 3/ Anchor vase, $32 retail, Susan Robertson Pottery, 306-867-8011, www.srobertsonpottery.com

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4/ Porcelain jar, from $14 retail, Indaba Trading, 800-746-3222, www.indabatrading.com 5/ Paddle pillow, $65 retail, Candym, 800-263-3551, www.candym.com

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Calm and Collected Neutral interior accessories fit in easily, making them a classic choice

1/ Jacquard weave fouta, $46 retail, Famille Nomade, 877-943-2333, www.famillenomade.ca 2/ Lantern, from $92 retail, Indaba Trading, 800-746-3222, www.indabatrading.com 3/ Candle holder, $35 retail, Rosemary & Time through Candym, 800-263-3551, www.candym.com 4/ Pots, from $11 retail, Indaba Trading, 800-746-3222, www.indabatrading.com

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5/ Decorative butterfly, Forpost, 800-269-1167, www.forpost-trade.ca 6/ Photo frame, Forpost, 800-269-1167, www.forpost-trade.ca 7/ Pillow, Edenborough, 800-265-6398, www.edenborough.com 8/ Lantern, from $22 retail, Indaba Trading, 800-746-3222, www.indabatrading.com

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Fresh Ideas For Spring The latest in Ultrasonic Diffusers with our certified 100% Pure Therapeutic Grade Essential Oils, the perfect combination.

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Summer 1

Loving

Warmer Climates For some summer decorating is about injecting interiors and exteriors with warm colours

1/ Door stopper, $15.50 retail, Kikkerland through David Youngson & Associates, 800-370-4857, www.youngson.com 2/ Framed print, $25 retail, Canadian Art Prints, 800-663-1166, www.capandwinndevon.com

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3/ Copper-finish photo frame, $16 retail, Burney Giftware, 800-446-8630, www.burneygiftware.com 4/ Cushion, $30 retail, North American Country Home, 888-303-2221, www.northamericancountryhome.com 5/ Embroidered cushion, $54 retail, April Cornell, 877-661-7745, www.aprilcornellwholesale.com

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Summer

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The Blues Simple, subtle and elegant accessories for summer

1/ Earthenware jar, $45 retail, Zodax through Design Home Gift & Paper, 800-663-9950, www.designhome.ca 2/ Solar-light glass bottle, $22 retail, North American Country Home, 888-303-2221, www.northamericancountryhome.com 3/ Light up the backyard with decorative electrical stars, $36.92 retail, My Brilliant Star, 778-891-1518, www.mybrilliantstar.com

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4/ Baby Alpaca throw, $280 retail, Linen Way, 905-653-3006, www.linenway.com 5/ Canister, Indaba Trading, 800-746-3222, www.indabatrading.com

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It provides direction, information and inspiration.

As a silent salesperson, signage will increase sales dramatically. Here’s how to employ it successfully.

By Leslie Groves

A

customer enters your store for the first time. Put yourself in their shoes. They have to get groceries before they pick up the kids from school. The kids have hockey and piano lessons and nobody knows what’s for dinner.

Our customers lead busy lives and have little time to decompress. When they step into a store they want to be inspired and need direction, especially if they’re not familiar with the store or its products.

Studies show that nearly half of all purchase decisions are made in store, and signs act as silent salespeople, welcoming customers, directing them to various departments and educating them on the features and benefits of the merchandise.

Store owners should be utilizing a variety of signs, each have a specific roll to play in driving sales.

Directional Signs

Directional signs signify service areas or direct attention to specific departments. They’re normally large and either hung from the ceiling or placed on the wall above eye level.

Promotional

These are signs used to highlight specific product groupings such as “Hottest Trend”, “New Product” or “Customer Pick”, typically identified by a specific colour or graphic which becomes recognizable to customers. Promotional signs can be presented in a variety of formats, including posters, framed signs and tent cards. www.instoremagazine.ca

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5 Things to Remember 1. Be consistent 2. Update regularly 3. Incorporate your identity 4. Use simple bold fonts 5. Contrasting colours will catch the eye

Shelf Talkers

Located directly beside a product, shelf talkers showcase the less obvious features and benefits of an item in about three bullet points. Justify the bullet points to the left for ease of reading, and place the signs at eye level for maximum impact.

Pricing

If a customer can’t see the price, they aren’t likely to buy it. Hidden price tags frequently result in lost sales, so price your product prominently. When it comes to sales and promotions, clearly state the sale price rather than a percentage discount. Most customers are unsure how to calculate a percentage or simply don’t want to.

Good Practices

Living in a fast-paced world, store owners have seconds to make a statement and strategic planning is required to capture the attention of shoppers and engage them as they move throughout the store. Integrating effective signage increases the chances of making a sale once a customer is already in the store, reducing the need to work twice as hard to attract new customers through more expensive methods.

• Signs should be consistent in style and easily recognizable • Branding should be prevalent to build and reinforce the store • Fonts should be bold and easy to read. Fussy scrolls and busy typefaces are more of a distraction than an attraction.

• Use no more than two fonts to keep the message clean and easy to read • Make signs easy to decipher by using contrasting colours for the font and background • Don’t be tempted to fill blank spaces. White space makes a sign easier to read.

With an aging population, it’s even more important that signs be legible. Per the folks behind Signazon.com, a good rule of thumb is every one inch of letter height provides 10 feet of readability.

What’s Your Sign?

Boutique owners often pride themselves on being unique, yet often overlook the importance of professional signage, an oversight that can leave customers feeling less confident in their products and pricing, in addition to altering their perceived value of the product.

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Boutique owners often pride themselves on being unique, yet often overlook the importance of professional signage, an oversight that can leave customers feeling less confident in their products and pricing, in addition to altering their perceived value of the product.

Signs should reflect the individual personality and style of a store. If vintage is your style, use antique frames to hold signage within feature displays and ivory or craft card stock attached to smaller items or collections with clothespins. For an outdoor living or garden store, slide computer-generated signs, printed on heavy cardstock, into slits cut into natural birch logs. A retro-themed store could use polka dot banners suspended from the ceiling with matching shelf talkers. The options are endless and should be customized to reflect and complement a store’s individual aesthetic.

Signs are connection points and deserve the same attention to detail as other facets of your retail business. Each time you update a display or product selection, remember to update your signage too. inSpire. inForm. inStore.

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Set the trends this season with a bold assortment of fashion accessories

SUMMER

Styles

Skull bag, Indaba, 800-746-3222, www.indabatrading.com; necklace and bangles, Gold Label Designs, 416-565-8974, www.goldlabeldesigns. ca; fouta (backdrop), Famille Nomade, 877-943-2333, www.famillenomade.ca

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SUMMER

Styles

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Edgy and urban 1/ Pretty kitty jewellery holder, $15.50 retail, Kikkerland through David Youngson & Associates, 800-370-4857, www.youngson.com 2/ Choker, Gold Label Designs, 416-565-8974, www.goldlabeldesigns.ca 3/ Rock the androgynous trend with neck ties made exclusively for women, $65 retail, Georgia Mae, 416-712-3844, www.georgiamae.ca

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4/ Bamboo sunglasses for the eco-friendly fashionista, $39 retail, Lifestyle Market, 647-779-8206, www.lifestylemarket.ca

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SUMMER

Styles

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Cool, casual and washed in blue hues 1/ Cross-body bag with two front-zip pockets, $25 retail, Cabrelli Group, 800-784-4750, www.cabrelli.net 2/ Windjammer tote, $87.99 retail, Lug, 905-479-9555, www.luglife.com 3/ Wallet, $64.99 retail, JBG International, 888-498-4712, www.jbgleather.com 4/ Large tote with detachable pouch, $30 retail, Cabrelli Group, 800-784-4750, www.cabrelli.net 5/ Necklace, $43 retail, Edenborough, 800-265-6398, www.edenborough.com

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6/ Nickel earrings with sea glass, $14 retail, Monague Native Crafts, 800-663-7713, www.monague.com 7/ Roll-n-Go sun hat, $25 retail, Canadian Gift Concept, 866-411-1043, www.cgconline.ca 8/ Elasticated bracelet with charm, from $10 retail, Suzie Blue Canada, 613-716-5515, www.suzieblue.ca

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Styles

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Earthy and neutral colours combined with laid-back bohemian-styling 1/ Caramel leather tote, $220 retail, Lifestyle Market, 647-779-8206, www.lifestylemarket.ca 2/ Teak, leather and gold watch, $189 retail, Mistura, 855-602-5400, www.misturacanada.com 3/ Pendant necklace with beaded paddle pins, $13.50 retail, Monague Native Crafts, 800-663-7713, www.monague.com 4/ Earrings with beaded paddle pins, $14 retail, Monague Native Crafts, 800-663-7713, www.monague.com 5/ Bangles, Gold Label Designs, 416-565-8974, www.goldlabeldesigns.ca

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SUMMER

Styles

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Spice up neutral ensembles with a few splashes of red 1/ Glasses from ICU, $25 retail, Candym, 800-263-3551, www.candym.com

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2

2/ Two-tiered knotted suede necklace, from $25 retail, Suzie Blue Canada, 613-716-5515, www.suzieblue.ca 3/ Necklace, $20 retail, Brenda the Earring Lady, 403-340-0742 4/ Two-in-one purse and backpack, $80 retail, ESPE, 800-786-7690, www.espe.ca 5/ Cotton tunic, $59 retail, Baba Imports, 647-389-4503

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SPRING 2017 SHOWS Toronto Gift Fair Jan 29 – Feb 2 Foundary Booth 12434 Toronto Congress Center North Alberta Gift Fair Feb 26 – March 1 Foundary Booth 3702 Edmonton Expo Hall C Trends Apparel Show March 5 – 8 Foundary Booth 1000 Edmonton Expo Hall F

www.foundary.ca 1-866-338-6924

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To Have and To Hold How to win loyal customers

By Claire Sykes

I

f you’re like most retailers, you know how tough it is to attract new customers, let alone maintain repeat business. Many store owners sell the same brand-name products at competitive prices, inspiring shoppers to do business with one store one week and another the next.

How can you increase the chances that customers will return to your store again and again? Not only that, how can you inspire them to refer others to your business?

Fair prices and friendly service aren’t enough. You’ve got to consciously develop a strategic customer-loyalty program, one that involves your entire store and staff.

From attractive store appearance and successfully handling customer complaints to effective employee training and prompt sales follow-up, a well thought-out, comprehensive plan – always with your customers’ needs in mind – brings you that much closer to keeping them faithful to your business.

LOYALTY IS EVERYTHING

The competition thrives with attractive merchandise selection and low prices. Throw in the Internet, and the shopping possibilities are almost endless. While consumers are surfing through their interests, who www.instoremagazine.ca

knows when they’ll stumble upon or seek out a viable alternative to your store?

It may be far less expensive to keep an existing customer than attract a new one, but don’t you want both?

To sustain everyday business and ensure your continued growth, do the following:

Inspire word-of-mouth references.

When a retailer offers more than the minimum, satisfied customers eagerly tell others about their favourable shopping experiences.

Their spreading the word is the most effective advertising for you, because the praise comes from those who happily experienced your store.

Arriving at a successful customerloyalty program is an ongoing journey down a never-ending road to a destination you’ll never reach. In other words, you should always keep working at it.

Develop relationships with customers. Take the time to get to know them. Build rapport with shoppers by engaging in repeated, quality interactions with them.

It’s the best way to grow your relationships with them. Otherwise, it just comes down to price, which gives shoppers a reason to, possibly, go elsewhere.

Boost sales-team morale. Train staff to provide the best customer service and they’ll be properly prepared and motivated to make sales. If you’re trusting, respectful and worthy of respect yourself, you’ll inspire the same qualities in your staff. High levels of engagement and moral are positive influences on customer service. inStore. Winter 2017

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PLAN YOUR STRATEGY

It’s not enough to have good intentions and a good heart and then hope your customers appreciate that. Just as with your advertising and merchandising, research the possibilities and plan a workable approach: Ask questions. Retailers who are truly curious and empathetic naturally want to know what attracts shoppers to their store.

With casual inquiries, more formal questionnaires, a market research company or focus group, find out from your customers what’s working for them and how you can serve them even better.

Shop your competition. Visit and call other stores. Note telephone manner, customer service, store environment, product selection, 82

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prices and websites. How does your store compare? What do you like and dislike about them? Now start exploring how you could make valuable changes to your store.

Look to other industries.

Restaurants, phone companies and higher-end department stores demonstrate some of the best methods for building customer loyalty. Take note: Don’t confuse their so-called customer-loyalty programs, such as “10th purchase free” cards, with true loyalty-building efforts.

Know what to offer. When you understand your customers’ needs, you can better decide which products and services to offer. Also, don’t forget trade shows and industry networking, as well as your own personal desires. What products

are you most comfortable carrying?

What do you know the most about?

Involve your staff. Listen to your salespeople. They have frontline relationships and insight into customers, and know how well store policies and practices work.

Encourage staff input into your customer-loyalty program and consider their suggestions.

To build customer loyalty, make sure your business excels in these areas: Store appearance. Maintain an accessible and tidy parking lot, visible exterior signage and attractive interior. Cleanliness always ranks high for shoppers, as well as an inviting store layout, product displays and decorations.

Staff training. Whether with inSpire. inForm. inStore.

vendors’ free training sessions, trade show seminars or college classes, educate staff on the sales process, general customer service and common clerical tasks; and crosstrain, so you’re completely covered.

Staff coaching. Provide continual guidance to staff on how to handle specific customer-service and sales situations. Prepare solutions and scripted answers to common in-store scenarios. Coach respectfully, so staff avoids embarrassment.

Dress code. Make sure the appearance of your employees is aligned with the culture of your store.

Is it casual or more formal? Ideally, attire should help customers quickly identify store help, to facilitate their shopping experience.

Customer greeting. Within one minute, greet customers with “How are you today? What can I do for you?” (versus “Can I help you?”). At least make eye contact and smile, and attend to the person as soon as possible.

Customer attention. No customer should be left alone for too long, unless they prefer to shop without assistance. Be ready to interact with them, by way of eye contact, open body language and a welcoming greeting.

Product presentation. Make sure your salespeople know, in detail, what your store sells, and how to thoroughly describe products’ origins, features and benefits; and store services. You want to make it easy for shoppers to buy.

Website. This may be the first thing people see of your store, so make an excellent first impression with a site that’s visually attractive, shows inspiring photos of your store’s latest products (with prices) and is easy to navigate.

Blog. It’s a great way to publicize your store, by communicating with a mass audience more personally.

Talk about your newest products, 84

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and services; and keep it short so it’ll be easier to keep up — at least bimonthly.

Social media. Your posts on Facebook, Twitter, Instagram and whatever the latest site is out there, serve as powerful and quick introductions to, and reminders of, your store and what you offer. And it takes just a few minutes a day.

Telephone manner. Within three rings, respond with a hello, your company name, first name and “How can I help you?” Don’t leave anyone on hold for more than 30 seconds; and if needed, ask the person if you can call them back.

Staff teamwork. When your staff cooperates (instead of competes) with each other to make sales, customers receive the best service from everyone.

Store environment. Everything from a clean, well-lit store and employee flex-time, to a dedicated work ethic and positive attitude contributes to an enjoyable workplace. This brightens staff spirit, which enhances customers’ experiences.

Honesty. Earn your customers’ loyalty when you prove to them that you’re a trustworthy resource. Forgot to call that vendor or failed to give a customer the sale price? Admit it. People want honest answers, not empty promises.

Customer complaints. Let customers vent, and listen carefully.

Their dissatisfaction is your opportunity to make worthy changes to your business. Your response determines whether they’ll feel comfortable returning to your store.

Compensate for mistakes.

Immediately after that oversight or slip-up, correct the problem and let the customer know. Then ask them how you can make it up to them. It could be a $10 gift card or coupon for 20 percent off.

Customer satisfaction. Clarify

in writing, and then display your store’s policies regarding returns, exchanges and prices. Leave no room for misinterpretation by staff or customers, and assure them that you stand by your word.

Customer follow-up. Choose which customers to contact post-sale, based on purchase price or frequency of visits to your store. Call or email them shortly after their last visit, to see if they’re satisfied, and if not, what you can do.

Vendor relations. Pay your invoices on time and keep in regular touch with your vendors. A good rapport with them means they’re more likely to negotiate with you regarding products, pricing, shipping terms and other concerns.

Community involvement. People like to shop stores whose owners and staff give back to their communities.

Let your customers know how you’re doing that, and you’ll further raise awareness of your store, while attracting new business.

KEEP IT WORKING

You can’t accomplish just a couple of great customer-service feats or enjoy even a year of increased sales from repeat business and then expect to relax. Re-evaluate your customerloyalty program at least quarterly or when competition enters the market.

Other businesses are constantly raising the expectations of your customers, who hope to see the same high-quality products, and experience attentive and friendly service from your store.

Arriving at a successful customerloyalty program is an ongoing journey down a never-ending road to a destination you’ll never reach. In other words, you should always keep working at it. The process is a longterm investment in your business.

If your customer-loyalty efforts are effective, they’ll promise you valuable rewards again and again. inSpire. inForm. inStore.

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PA R

Tim

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Th e en sea ter son tai ’ nin s ho g f ttes ind t s

RT Y m e

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PARTY Time Go all out with colourful hues and funky motifs

1 2

1/ Forgo clear goblets for fresh, colourful versions, $15 retail each, Abbott, 800-263-2955, www.abbottcollection.com 2/ Serve classic margaritas in style with a kitschy kit that includes two glasses and accessories, $27.50 retail, Kikkerland through David Youngson & Associates, 800-370-4857, www.youngson.com 3/ Inject a bohemian flavour into summer soirees with delicate golddetailed glasses, $20 retail for six, Canfloyd, 800-263-3551, www.canfloyd.com

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4/ Tie a luau-themed party together with a tiki table runner, $29.99 retail, Harman, 800-363-7608, www.harmaninc.com 5/ Cutting boards featuring unique hand-painted designs from a Canadian artist are sure to spark conversations, $35 retail, Burnish & Brush Art Studio, www.burnishandbrush.com

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6/ Pop these playful gold animal picks into floral displays and table centerpieces, $21 retail for eight, Talking Tables through David Youngson & Associates, 800-370-4857, www.youngson.com

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PARTY Time 2 1

Balance pretty patterns with solids and stripes 1/ Generously-sized stoneware jugs are perfect for water, juice and Sangria, $50 retail, Abbott, 800-263-2955, www.abbottcollection.com 2/ Encourage customers to invest in a set of melamine dishes for outdoor entertaining, $60 retail for set of four, Design Home Gift & Paper, 800-663-9950, www.designhome.ca 3/ An innovative portable barbeque bucket with foldable legs, made from heat-resistant paint, $55 retail, North American Country Home, 888-303-2221, www.northamericancountryhome.com 4/ Upgrade a patio or picnic table in a flash with a printed cotton tablecloth, $44 retail, April Cornell, 877-661-7745, www.aprilcornellwholesale.com

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2017 Spring Summer everyday www.harmaninc.com

order: csr@har man i n c . c om / toll free 1-800-363-7608

PARTY Time 2

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Take the party on the road with pretty picnic supplies 1/ Earthy, yet sophisticated neutral maize placemats are heavy-duty enough to withstand the elements, $9.99 each, Harman, 800-363-7608, www.harmaninc.com 2/ Packed with plates, utensils, salt and pepper shakers and a corkscrew, this picnic box still leaves plenty of room for food, $140 retail, Canfloyd 800-263-3551, www.canfloyd.com 3/ Embroidered linen tablecloths are subtly sophisticated, $64 retail, April Cornell, 877-661-7745, www.aprilcornellwholesale.com

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4/ Linen guest towels ooze European elegance, $28 retail each, Linen Way, 905-653-3006, www.linenway.com

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Our Spring 2017 Gift Guide features our famous brands along with our popular Wrendale designs.

Inspired by Hannah Dale’s very own whimsical animal illustrations - our Wrendale range features best-selling Hare ‘Bad Hare Day’ on a range of popular, luxury home fragrance products. Blended with sparkling notes of vanilla and mimosa, we’ve managed to create a relaxing, warm and homely fragrance, creating the perfect synergy between fragrance and illustration.

Mats & Coasters

Candles

Portmeirion · Royal Selangor Booth 11013, Building 11

PARTY Time

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Serve up a casual style with simple accessories and tools 1/ This new tool, called a Grillfloss, cleans where BBQ brushes can’t reach, $29.99 retail, TL Sales & Marketing, 416-844-1507 2/ Easy care napkins and placemats for indoor and outdoor use, $5.99 retail for 20 guest napkins, Harman, 800-363-7608, www.harmaninc.com 3/ A brie baker is an entertaining essential any time of year, $19.95 retail, Wildly Delicious Fine Foods, 888-545-9995, www.wildlydelicious.com 4/ Encourage customers to invest in timeless pieces for summer entertaining, including a simple rattan serving tray, $30 retail, Canfloyd, 800-263-3551, www.canfloyd.com

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Château Spill - Red Wine Stain Remover

Rescue Wipes - Sandal Rescue

Copernicus Toys - Science Themed Kits & Toys

FCTRY - Mustachifier

Skeem Design - Citronella Candles

Areaware - Deco Blockitecture

Areaware - Harry Allen Bank Pig

That Company Called If - Book Light

Poo~Pourri - Original Citrus

Soap & Paper - Perfume Rollettes

Dynomighty - Mighty Wallets

LAUNCHING AT THE TORONTO GIFT FAIR

The sweetest selection of baby items

www.instoremagazine.ca

Baby on Board

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Baby on Board 2

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1/ Crocheted lion, $20 retail, Indaba Trading, 800-746-3222, www.indabatrading.com 2/ Lion baby blanket, $64 retail, Indaba Trading, 800-746-3222, www.indabatrading.com 3/ Whittle Wood’s hand-crafted teethers are made from Canadian maple and coated with beeswax and olive oil, $19.99 retail, Kidcentral Supply, 877-218-0395, www.kidcentral.ca 4/ This little pouch holds a travel seat that attaches to practically any chair, $39.99 retail, Kidcentral Supply, 877-218-0395, www.kidcentral.ca 5/ Document baby’s growth with first year blankets and date cards from Lulujo, $24.99 retail, Kidcentral Supply, 877-218-0395, www.kidcentral.ca

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Player 1,Ready for Mealtime!

Trending now in Booth 2498 at the Toronto Gift Fair International Center 6900 Airport Road Mississauga, Ontario, Canada L4V 1E8 Come play with us!

View and order our whole collection online

kidcentral.ca +1 877 218 0395

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Baby on Board

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1/ Stuffed puppy, from $20 retail, Edenborough, 800-265-6398, www.edenborough.com 2/ Bamboo printed capri leggings, $16.50 retail, Silkberry Baby, 604-761-9308, www.silkberrybaby.com 3/ Tutu skirt set from Mud Pie, $55.50 retail, Design Home Gift & Paper, 800-663-9950, www.designhome.ca 4/ Bamboo dress with matching bloomers (not shown), from $30 retail, Silkberry Baby, 604-761-9308, www.silkberrybaby.com

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To view & order our many collections, visit www.KayDeeDesigns.com or call (800) 537-3433

TexTiles for a Well-dressed KiTchen IMPRINT HER

E

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Toronto Gift Fair - David Youngson & Assoc.

International Centre Hall 2 - Booth #2116 www.Youngson.com • (800) 370-4857 ext. 123

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indaba

TORONTO GIFT FAIR: BOOTH 8331

featuring spring 2017 + fall/holiday 2017 collections www.indabatrading.com // 1 (800) 746-3222 Follow along with us: @indabatradingco

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Visit us at:

Visit our booth to see our enormous new collection for Spring 2017. This year’s newest selection of fashion accessories includes hundreds of stylish pieces in vibrant colors to complete the trendy look of the upcoming season. All of our products are uniquely created by our team of designers to offer statement accessories at amazing price points.

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Toronto Gift Fair Congress Centre North Jan 29th - Feb 2nd, 2017 Booth #12007 - #12017

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Back to Basics

Whether you’ve been in business for 10 years or are just starting out, sometimes going back to square one is necessary to correct bad habits. If you want to get your financial house in order, read on. By Barbara Crowhurst

D

o you want to have the best year of your retail life and start paying yourself more? Who doesn’t? The New Year is the perfect time to right size your business. By that I mean putting practices in place which help to identify your money makers, to meet sales goals and to manage your expenses. In other words, to “right size” your business. Here’s a step-by-step guide to better planning and a great year.

STEP 1: Set sales targets

Sales targets provide the basis for all financial planning. Independent gift stores average $80 to $150 sales per square foot. For example, a 1500-square-foot store with sales per square foot of $100 would budget for annual sales of $150,000. To achieve that, you would need inventory valued at $37,500 wholesale, and to turn that inventory twice with a double markup (i.e. $1 wholesale equals $2 retail).

Sales targets are based on sales history, along with insight into your area’s economic climate and any positive www.instoremagazine.ca

or negative changes you plan to make to your business, such as adding a new department or category.

Transpose your sales goals into monthly sales targets. Again, these monthly targets should be based on historical data. For instance, November and December may constitute 40 per cent of your annual sales, strong selling months 10 per cent and slow selling months around three per cent.

STEP 2: Review last year’s marketing initiatives Make a list of the marketing activities you conducted in 2016 by month.

Record the details, such as how the activity was executed, and note whether you met the sales target for that month, assuming you had one.

Next, make a list of the activities you feel are worthy of doing again,

How do you know how much to buy if you don’t know how much you need to sell?

Plan for three scenarios: realistic, pessimistic and optimistic. A realistic sales plan would be 15 per cent over last year’s actuals, a pessimistic plan 15 per cent less than you did last year, and an optimistic plan an additional 15 per cent above the realistic scenario.

and assign them to a month. Aim for two to three events or promotions every month. Marketing activities create awareness and awareness equals increased traffic and increased sales.

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product launches, customer appreciation days, sales, special holidays, local events, sponsorships and parties.

In addition to staging these activities, you also have to advertise them. Getting the message out about your events should take many forms as a combination of mediums will result in more awareness and traffic.

Mediums include monthly newsletters, emails, social media, radio and television advertisements and print advertisements. The strongest medium is your database. Directly targeting your customers via emails, phone calls or direct-mail pieces is a very effective and low-cost way to deliver your message.

Create a working marketing budget to cover the costs associated with these events. Most marketing budgets range from five to seven per cent of your sales target.

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STEP 3: Clear out nonperforming categories Too often store owners buy too much stuff, have too many categories, fail to track sales by category and hold onto products that aren’t selling. The result is a store that is overcrowded and a cash flow that slows to a trickle.

In 2017, commit to clearing out your non-performing categories in order to focus your energy, dedicate more floor space and commit more money to winning categories.

Next, determine your buying budget.

I’ve been teaching a system for years called “Open to Thrive” which aims to help store owners spend the right amount of money on product. The system assumes your mark-up is between two and two and a half. To use the system, multiply your total projected sales by 55 per cent to

determine your buying budget. This formula allows for five per cent of your projected sales as positive cash flow.

STEP 4: Review expenses

Make a list of your fixed and variable operating costs. Fixed costs include reoccurring costs like rent, utilities, property taxes, insurance, wages, taxes, professional fees and website maintenance costs. Variable costs include advertising and promotion, freight, postage, bank and credit card charges, supplies, travel, bad debt and miscellaneous expenses.

Are you spending more money on fixed and variable operating costs than is healthy? Here’s how to find out.

Multiply your sales target by 40 per cent to arrive at your ideal operating budget. Are you spending money you don’t have? inSpire. inForm. inStore.

EN G RAVA BL ES

1-800-446-8630 www.burneygiftware.com TORONTO GIFT FAIR INTERNATIONAL CENTRE BOOTH 2419

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ALBERTA GIFT FAIR

EDMONTON EXPO CENTRE BOOTH 1054

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Mail your free subscription form to: InStore Magazine: 103 Niska Drive, Waterdown ON L8B 0M8 Scan and email your free subscription form to: editorial@instoremagazine.ca 905-690-0492 | www.instoremagazine.ca The publisher reserves the right to accept or reject any application

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www.davidshawdesigns.com | 800.489.7429 | info@davidshawdesigns.com

Contact us if you’re looking for any of the following: • Toys made of natural materials, especially wooden toys • Toys that are made by companies operating in a socially responsible manner • Children’s products that are made in a sustainable way VISIT US AT TORONTO GIFT FAIR HALL 10, BOOTH # 10213

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PHONE: 905-910-1558 www.EcoParade.com

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Rise to the

The Definitive Resource for Independent Lifestyle Retailers

TOP advertise Spring 2017 Issue Booking Deadline: March 24 Material Deadline: March 31 Mailing Date: April 21

Reach 12,000 Buyers In this competitive industry, buyers have hundreds of suppliers to choose from. Affordable and effective advertising can put your company on the map and increase the odds that buyers will choose your company over another.

InStore is Canada’s only magazine for retailers selling giftware, home dÊcor, fashion and lifestyle accessories, mailing to 12,000 stores across Canada four times a year.

Advertising Inquiries Erica Kirkland, Publisher & Editor

ekirkland@instoremagazine.ca

905-690-0492

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Canadian Retailer Edition (Trade Only)

Check out Canada’s ONLY interactive Buyer’s Guide, where busy Retailers can easily find or discover great products and promotions from Canadian and Canada-Friendly Vendors in 18 of the most popular buying Categories.

FREE. Convenient.

On-Line. All the Time.

Retailer Membership is FREE. Register Now to preview In-Person or Virtual Trade Show Specials and year-round, on-line exclusives.

Visit:

RepublicOfRetail.com

for more Information and to Register - or - call 1.888.753.6185 (Toll- Free)

EVERYTHING FOR THE RETAIL STORE TM

Canada’s choice for retail supplies, displays and store fixtures CALL TOLL FREE

1-877-433-3437 www.eddies.com

Vancouver Ph: (604) 708-3100 Fax: (604) 688-8230 Edmonton Ph: (780) 733-4100 Fax: (780) 454-8230

Visit us at the 2017 CanGift Fairs TORONTO GIFT FAIR | Jan 29 - Feb 2 and Aug 13 - 16 ALBERTA GIFT FAIR | Feb 26 - Mar 1 and Aug 27 – 30

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Visit us at...

www.bayshoreimports.com For the best variety of subject, size and design

These unique handpainted magnetic tiles, each carefully created by our eachanoriginal artisans, have captivated a world-wide audience.

We invite you to visit our website to view the complete range of our Black & White, Bright and Zen lines.

Made in Canada

bayshoreimports@gmail.com

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S S L A N S

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Handmade jewellery with a bit of whimsy, artisanal craftsmanship and graceful simplicity.

Visit us at Mode Accessories, January 29 - 31, 2017, Booth 2336 @howlingdogjewels @howlingdogjewellery

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Your source for rustic early Canadian furniture and functional accent pieces. Over 125 handcrafted pieces, from cabinets to benches, mirrors to storage units and beyond.

Proudly Made in Canada

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inSight Barbara Crowhurst

Increasing Your Sales

I

n the last issue, we talked about how to increase foot traffic through identifying and marketing to three different types of customers: big spenders, smart shoppers and thrifty shoppers. Understanding who your customers are, what they want and when they want it is must-have intel. Armed with this information, you can consistently offer customers the products they want, and create focused marketing campaigns which encourage them to visit the store.

Increased traffic equals increased sales.

“

“

Train your staff to be part of a performancebased culture. Share the expectations for the day and sales goals.

The successful store owners I work with are diligent about counting traffic. They know what time people are shopping and what brings them into the store and they use this information to create effective marketing strategies. They also pay close attention to conversion rates – the percentage of visitors who make a purchase.

One of the easiest ways to increase sales is to increase your conversion rate.

The average sale is another important calculation to compute at the end of the day by dividing the total sales by the number of transactions at the till. Suggesting additional products to customers to increase your average sale is yet another simple way to boost business.

Train staff to show customers the latest products or the hottest trends while they’re helping them with a

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SURE-FIRE STEPS TO SUCCESS Simple strategies to ring in more at the till

purchase. Customers will view this insight as expertise, and will come back to your store when they’re looking for something new and exciting.

Also, train your staff to be part of a performancebased culture. Share the expectations for the day and sales goals. Make sure they know what the key promotions are, what products have just come in and what the top performers are, as well as the products that are not selling well.

Barbara Crowhurst is a business coach and store designer who works with clients around the world. www.retailmakeover.com

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ISA OF CANADA 905-824-4473 (Phone) 1-877-299-7323 (Toll Free) www.beside-u.ca www.isaofcanada.com info@isaofcanada.com

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inForm CanGift Connects

Canadian Gift Association Celebrates Honouring excellent retailers and Canada

The Canadian Gift Association has long held the belief that such commitment, perseverance and dedication should be recognized and rewarded.

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etail, and particularly independent retail, is not for the faint of heart. It requires a myriad of skills – strong financial management, bold creativity, excellent people skills, outstanding work ethic, marketing savviness and disciplined self-motivation.

The Canadian Gift Association has long held the belief that such commitment, perseverance and dedication should be recognized and rewarded. The annual Retailer of the Year awards celebrate bold entrepreneurs who push themselves every day, who continue to march forward, often against overwhelming odds. Join your peers from across Canada to honour the 2016 Retailer, Supplier and Sales Representative of the Year award winners. Celebrity design duo Glen Peloso

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and Jamie Alexander will be hosting our Salute to Excellence Awards Reception on Sunday, January 29 from 6:30 p.m. to 8:30 p.m. (Tickets available on www.cangift.org).

This year Canadians will all have the opportunity to publicly display their patriotism. As Canada celebrates its 150th birthday, suppliers are offering new products at CanGift Fairs that celebrate our amazing nation. Fly the flag proudly and encourage fellow Canadians to do the same.

The association is pleased to announce that the Quebec Gift Fair will return to Montreal in March, just in time to commemorate the city’s 375th birthday.

We know you have many choices for sourcing products around the world and we thank you for choosing CanGift events. By sourcing at one or more of the CanGift Fairs across Canada, you are supporting wholesalers who believe in Canadian retailers. To them and to you, we say thank you.

Submitted by CanGift President & CEO Anita Schachter on behalf of the association’s board of directors. For more information about the association, visit www.cangift.org.

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On the horizon awaits our spectacular collection of furnishings and alluring objects for every home and lifestyle.

las vegas market January 22—26 Register now at www.LasVegasMarket.com

Furniture | Decorative Accessories | Home Textiles | Outdoor | Fashion Accessories | Seasonal Tabletop | Housewares | Handmade | Antiques | Gift