Smart Retailer August/September 2020

AUGUST/SEPTEMBER 2020 • $6.95

G & R: N I OK GEA R O C N HE E FO C T KI ECIP SS

E

A RSUCC

Home Sweet Home Décor

HELPING YOUR GIFT BUSINESS SUCCEED

SET SALES ON FIRE WITH

Candles & Scents

New for the Holidays – Peppermint!

What could be more perfect for the holidays than candy canes, sweet treats, and the nostalgic, yet timely—and ever popular—scent of peppermint?

Want to see our complete Fall 2020 release? Go to Youtube to see all the new collections and products.

See us at all major trade shows. customerservice@micheldesignworks.com 800-708-6950 • wholesale.micheldesignworks.com

CONTENTS

AUGUST/SEPT EMBER 2020

14

22 Home Sweet Home Décor In a time of increasing anxiety and limited travel and outings, people are investing in their home environment for a sense of peace and security.

28 Cooking & Kitchen Gear: A Recipe for Success

Home cooking has been a growing trend for years and is now sizzling because of the quarantine.

Satisfy your appetite for cooking décor and implements here.

32 Hit the Ball Out of the Park With Sports Products

PRODUCT FOCUS NEW & NOTEWORTHY:

10 Celebrate One-of-a-Kind, Handmade, Custom, Vintage, and More Customers will love this array of unique products.

TREND WATCH:

14 Set Sales on Fire With Candles & Scents

Multiple reports have noted surging candle sales because of the pandemic. No doubt their soft glow creates a warm, comforting environment. This would appear to be a winning category for the foreseeable future.

Find perfect gifts and memorabilia for sports enthusiasts.

BUSINESS SENSE 36 T rain for Excellent Customer Service

COVID-19 has driven more sales online, so it’s more important than ever to excel in customer service. Learn how to master this key competitive advantage over the digital Goliaths.

44 News Roundup from Smart-Retailer.com

Find news stories and article summaries here with full stories available at smart-retailer.com.

RETAILER SPOTLIGHT:

46 Cedar Harbor: A Neighborhood Treasure

Nestled in a cozy midwestern neighborhood, Cedar Harbor offers shoppers a break from their busy lives to relax and browse in a store bursting with handcrafted and upcycled décor and gifts.

IN EVERY ISSUE

6 Editor’s Note 8 Welcome Exchange:

Questions & Answers that Matter

48 Trade Show Calendar 50 Advertiser Index

28

40 Business Briefs:

Business boosters: bingo and survival kits; a healthy outlook; pictures perfect; COVID-19 communications; recovery resources.

DISPLAY & DESIGN:

ON THE COVER: Classic Farmhouse

Candles soy blend “Star Jar” candle and three-layer wax melts in Pumpkin Spice.

For more information, visit www.classicfarmhousecandles.com.

Photo by glasgowphoto.com.

42 Open Up Your Store

Discover how to create more physical and psychological space in your store to meet customers social distancing needs. Their increased comfort and confidence will translate into more sales.

Smart Retailer (USPS 011-498) (ISSN 1076-7282) is published eight times a year (Jan, Feb, Apr, June, July, Sept, Nov, Dec) by JP Media LLC, N7528 Aanstad Road, Iola, WI. Periodicals Postage Paid at Iola, WI 54945 and at additional mailing offices. SUBSCRIPTIONS: Free to qualified U.S. retailers only; all other U.S. subscriptions, $19.95 for eight issues; in Canada, $42.95 for eight issues; other foreign subscriptions, $54.95 for eight issues, prepaid in U.S. funds. For subscription inquiries, address changes or adjustments, write to Smart Retailer at P.O. Box 8551, Big Sandy, TX 75755-9766 or call (855)367-4819. When moving, send your old address as well as your new address and zip code. Allow six weeks for changes. When inquiring about your subscription, please include your address label.

POSTMASTER: Send address changes to Smart Retailer, P.O. Box 8551, Big Sandy, TX 75755-9766. Printed in the U.S.A.

4 Smart Retailer AUGUST/SEPTEMBER 2020

SAVE-THE-DATES Customer Appreciation Days Mondays in September (14th, 21st, 28th)

Monday, October 26th

Treat Day

No tricks....just treats!

180 Greenfield Road, Suite 1, Lancaster, PA 17601 • Ph: 717-295-2570 • Fx: 717-295-2576 www.LancasterWholesaleMall.com • info@lancasterwholesalemall.com

EDITOR’SNOTE

Dealing With Mask Wars

“Y

ou can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.” This well-known saying certainly applies to customer attitudes toward COVID-19 protocols. Some people insist that everyone wear a mask. Others refuse to wear them. Unfortunately, the conflict has spilled into the realm of the retail store, dragging storeowners into the battle.

So how should storeowners handle this situation?

There are no easy answers, but there are some principles to keep in mind. First, stores must follow state and local regulations. The National Retail Federation (NRF) created a clickable chart showing COVID-19 restrictions by state at nrf.com/resources/ operation-open-doors. The map is updated daily by 6 p.m. EST. Second, it’s important to maintain customer goodwill for the long-term — through the pandemic and beyond. Since shoppers have a wide range of strong opinions, you’ll need to employ wisdom and diplomacy. By offering your shoppers the widest range of options, you’ll have the best chance of making all your customers happy enough to return.

CHOICES, COMMUNICATION, AND CUSTOMER SERVICE Give your shoppers as many choices as possible: For example, designate an hour each day for high-risk shoppers, and offer various shopping methods, such as individual appointments, BOPIS, curbside pickup, home delivery (with a minimum purchase amount), and mailing (even for local customers). Also be clear in communicating your policies and options. Post them on your window, website, and social media pages. The central theme here is customer service. Flora Delaney provides helpful advice on training staff to connect with customers in “Train for Excellent Customer Service” (pg. 36).

Finally, turn lemons into lemonade by looking for opportunities to make the best of a challenging situation. Masks with logos have become popular, so consider having some made with your store logo to give new meaning to the expression “word-ofmouth advertising.”

PRODUCTS TO PLEASE We’ve got a great lineup of merchandise to shop in this issue: candles and scents (pg.

14), home décor (pg. 22), cooking and kitchen (pg. 28), and sports-related (pg. 32).

Don’t forget to take time to enjoy the summer.

VOLUME 28, NUMBER 5

DIANA JONES President/Publisher, ext. 151 dianaj@jpmediallc.com

DAN BROWNELL Editor, ext. 154 danb@smart-retailer.com

JOYCE GREENHOLDT Product Editor joyceg@jpmediallc.com

ANDREA GARBE Sales Account Executive, ext. 114 andreag@jpmediallc.com

JIM NEGEN Sales Account Executive, ext. 118 jimn@jpmediallc.com

ELIZABETH KROGWOLD Art Director

ROCKY LANDSVERK Editorial Director

CONTRIBUTORS: Flora Delaney Sarah Hoban Amy Meadows Jennifer Raines

TO YOUR SUCCESS! DAN BROWNELL, EDITOR

SMART RETAILER P.O. Box 5000 Iola, WI 54945 Advertising Dept: (715) 445-5000 ext. 114

CONNECT WITH SMART RETAILER ONLINE: Website: www.smart-retailer.com Twitter: www.twitter.com/smart_retailer YouTube: www.youtube.com/user/SmartRetailer Facebook: www.facebook.com/SmartRetailerMagazine Pinterest: www.pinterest.com/smartretailer 6 Smart Retailer AUGUST/SEPTEMBER 2020

Subscriptions: (855) 367-4819 Phone: (715) 445-5000 Fax: (715) 445-4053 www.smart-retailer.com www.facebook.com/SmartRetailerMagazine www.twitter.com/smart_retailer Copyright © 2020

Linens • Home Decor • Florals • Holiday 800.492.1784 • www.thecountryhousecollection.com

WELCOMEEXCHANGE

BY JENNIFER RAINES JenniferR@smart-retailer.com

I’ve been dragging my feet for years on getting a website started for my shop. I think I really need to work on it now in case we get shut down again. I’m not particularly “tech savvy” and I just don’t know where to start. Please help point me in the right direction.

Developing a website is one of the best things I’ve ever done to grow my business and it’s better late than never. It’s never been easier to start a website. You just have to make the commitment and dive in! I’ve outlined some steps to help you get started.

Identify your most popular products.

There are several things you need to consider when deciding what your product offering will be. You will want to find something that has good demand, high enough margins, and can be easily warehoused and shipped.

Partner with a reliable manufacturer.

You might have a great idea and an endless source of website traffic, but if your manufacturer can’t keep up with demand, you’re dead in the water. So, make sure you’re promoting products from reliable manufacturers.

Secure a domain name and online presence.

Your brand name not only needs to be memorable and appealing to your target audience, but it also needs to be available in the form of a domain name and social media handles. I started my website in 2007 and used the domain kinksandquirks.com.

Even though the name doesn’t tell customers what we sell, our local customers knew us by that name, and later, @kinksandquirks was easily available on all of the social media platforms. I suggest always going for the dot.com version, even if you have to change it slightly or pay a premium for it from a domain reseller.

Pick a platform and develop your website.

This part is so much easier now than it was when I launched my first website in 2007. Now, you really just need a logo and a color scheme and you can have a website up and running in a few hours.

Shopify, Bigcommerce, Wix, and Square are all great choices for those who don’t have the technical know-how or budget to create a custom website. They all have templates that can get you up and running quickly with very little technical knowledge. Just do a little online comparison to see which one has the features that match your needs. I would recommend going with one that has online chat or phone support readily available to answer questions.

Figure out your fulfillment and shipping.

You need to decide if you’re going to handle the order processing and fulfillment in-house, and a lot of that has to do with the type of product you’re selling. Some situations will require a dropship business model, where you act as the order taker and a third party (or the manufacturer) handles the fulfillment. My website is a combination of those things.

For shipping, we use ShipStation, a shipping and fulfillment solution that integrates with most commerce platforms. Whatever you do, don’t pay retail prices for shipping. We use USPS shipping almost exclusively for two reasons. First, it allows us to send the customer a tracking number as soon as the shipping 8 Smart Retailer AUGUST/SEPTEMBER 2020

label is created, which eliminates customer service requests about order status. Second, it gets our product to our U.S. customers in two to three days. We can ship large or small packages, domestically as well as internationally, and we already have a built-in daily pickup.

Know your numbers.

How much does your product cost per unit, shipped to your front door? What are your shipping costs, including all fulfillment components, such as staff, software, postage, shipping labels, and supplies, etc.? What are your merchant processing fees?

Also, look for ways to cut these costs because, as your volume increases, it can be a way to drastically increase your revenue.

If you’re doing a lot of volume in transactions, don’t be afraid to negotiate better rates with shipping carriers and merchant services companies. Every dollar saved is money that can be allocated to marketing and advertising, helping to further grow your business.

Launch your online store.

The most important piece of advice I can give you regarding your e-commerce business is not to wait until you think it’s perfect to launch. You’ll need to constantly make changes. It’s never going to be perfect.

Develop a marketing plan.

You have products and a website. Now that your website is live, make sure you claim your business listing on Google, so potential customers can find you more easily. Next figure out how you’re going to put your offerings in front of consumers likely to be interested in what you’re selling. If you want to start generating sales immediately, I’d recommend starting with Facebook ads and then Google ads once you get comfortable.

If you fail, don’t quit. Try again and again. Technology changes rapidly, and it’s all a learning process.

Jennifer Raines is a native Virginian who has owned five retail stores, opening her first at age 19. She has operated some form of her current business since 2005 and currently has a flagship store in Williamsburg, Va., called Quirks of Art, a website (www.kinksandquirks.com), and a strong social-media presence. Raines has won numerous honors, including “Top 40 Under 40,” Niche magazine’s “Top Retailer,” and a Women in Business Achievement Award.

Available in 7 Scents Citrus Sun, Goats N' Oats, Lovely Lavender, Montana Huckleberry, Rain, Relaxing and Unscented.

Will be available to ship by 10/1

2 oz .

Purse and travel friendly size

Farm Fresh Goat Milk Body Care Products

Great for Stocking Stuffers Windrift Hill • PO Box 592, Conrad, MT 59425 406-278-5872 • info@windrifthill.com

www.windrifthill.com

NEW&NOTEWORTHY

Ensemble Collection

Hero Collection Jewelry

Stunningly simple and modern, the Ensemble collection fuses elements of great design and sustainable accessories to create a must-have oven-to-table collection for the contemporary home.

Highly resistant stoneware pieces in two basic colors are complemented with beautiful trays made of 100% natural Portuguese cork.

Kate Mesta Jewelry www.katemesta.com info@katemesta.com 949-616-2393

Casafina www.casafinagifts.com office@casafinagifts.com 845-277-5700

These one-of-a-kind pieces are made from solid copper, hand-painted and handstamped to honor all front-line heroes.

Handmade in the USA.

Alpaca Family

These new alpaca collectible statues are wrapped in alpaca fiber and are incredibly soft to the touch! Three sizes: 67", 59", and 35.5" h.

Auskin USA www.fibrebyauskin.com | salesusa@auskin.com | 888-528-7546

“I Love You in the Morning” Wall Art

Structures Lamp

This lamp is studio crafted in North Carolina from certified sustainable Appalachian cherry wood. The orange sunrise face is made with handmade paper from a women-owned cooperative in Tibet. Inspired by Frank Lloyd Wright’s designs and modern architecture.

Sabbath-Day Woods www.sabbathdaywoods.com desmond@sabbathdaywoods.com 828-235-9444

Wooden Tray & Spoons

Handcrafted rectangular tray and set of four 12" spoons, all made from hardwoods.

Timeless and elegant lost-wax cast bronze statues. The collection includes Labrador Retriever With Tennis Ball (10" x 21" x 31" h.).

Dekorasyon Gifts & Decor www.dekorasyongifts.com info@dekorasyongifts.com 425-640-9888

Randolph Rose Collection www.randolphrose.com info@randolphrose.com 914-423-2047

This whimsical saying would make a sweet accent to a nursery or playroom. Many phrases available in various shapes and sizes. Made in the USA.

New Terrain Match Collection

Kay Berry www.kayberry.com info@kayberry.com 800-426-1932

Made Market Co. www.mademarketco.com mademarketco@gmail.com 785-621-6233

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Bronze Statues

Matches with bold natural colors found in the terrain are packaged in a handcrafted boho-inspired vessel (which includes a functional striker) with a unique cork ball topper. The 5.5" x 3.5" bottle holds 110 3.5" matchsticks.

NEW&NOTEWORTHY Custom Map Products

Because … Wine Gift Tote

Blankets, wall hangings, and picture frames all customprinted with the customer’s choice of graphic, ink color, and map. Wall hanging is 1" thick canvas. Frames are canvas-covered wooden block frame. Blanket is soft sport grey fleece.

These cotton canvas wine totes hold a standard 750 ml bottle and are the perfect finishing touch for any occasion.

American Life Brands americanlifebrands.com jeanne@americanlifebrands.com 262-677-5780

Julio Designs www.JulioWholesale.com info@juliodesigns.com 972-712-2888

Aroma Sphere

This upcycled turned wood sphere is infused with essential-oil-based fragrance using a proprietary process. The result is a beautifully crafted 2.25" diameter sphere infused with over 30 ml of pure fragrance oil. Place the aroma sphere on the provided stand and let it release wonderful scent for months.

aroma43 www.aroma43.com info@aroma43.com | 954-909-0353

Porcelain Lepto Bowl

Mold cast and hand-finished on the top edge so each bowl is unique.

Clear glazed inside with matte finish outside. Food safe. Available in white matte and charcoal matte finish. 10.5" x 8" x 4".

Bahari www.bahari.com | baharisf@sbcglobal.net | 415-671-3777

Art Blocks

Original artwork by Michelle Ciarlo-Hayes, carefully mounted on a reclaimed wood block lovingly covered with vintage book pages.

Every block is sealed with multiple layers of non-toxic matte varnish and signed on the reverse by the artist. 5" x 5".

MKC Photography www.mkcphotography.com studio@mkcphotography.com 267-241-3347

Black Label Collection

Each 100% natural soy wax candle is hand-poured into a matte black glass vessel and protected by a letter-pressed gold-foil dust cover.

Kalamazoo Candle Company kalamazoocandle.com wholesale@kalamazoocandle.com

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Benjamin Ladder Shelf Makes a statement with its unique copper finish and rustic wood shelves.

47.25" w. x 13.5" d. x 64.5" h.

CTW Home Collection ctwhomecollection.com shop@ctwhomecollection.com 800-433-5054

TRENDWATCH

SET SALES ON FIRE WITH

Candles & Scents

1. Vintage Christmas Candle

It’s Christmas Eve in a green glass jar! This premium soy wax candle is infused with natural essential oils, with top notes of orange peel, cinnamon, and ginger; middle of cypress and clove; and a base of vetiver, pine, and fir balsam. Wood crackling wick. 8 oz., 40+ hours burn time.

76008 Candle Co. 76008candleco.com contactus@76008candleco.com 817-807-8631

2. Pumpkin Spice Latte Candle

There’s nothing better than warm, inviting, earthy scents to usher in fall.

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Cedar Creek Candles www.cedarcreekcandles.com sales@cedarcreekcandles.com 260-615-0110

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3. Mini Soy Candles

Create ambiance and warmth with a scented candle with a burn time of 10+ hours. Made from a blend of soy and paraffin wax. Available in a variety of fragrances. 2.5 oz.

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European Soaps europeansoaps.com info@europeansoaps.com 800-426-9260

4. Cul de Sac Hiba Wood Oil

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Long praised in Japan, Aomori Hiba is a slowgrowing, long lived cypress tree whose wood has been used for construction throughout Japan for centuries.

Hiba wood is naturally an antiseptic, water-resistant, insect-repelling, and a calming aromatic. Cul de Sac has developed a way to vapor extract the essential oil from waste lumber harvested from 250-year-old trees, thus recycling this useful and pleasing material.

AMEICO www.ameicowholesale.com info@ameico.com 860-354-8765

5. Hibi Incense Matches

After years of trial and error, the Kobe Match Co, creators of the Hibi Match, arrived at the perfect mixture of paper fibers, incense, and charcoal to create the perfect strike-on-box incense match. Each Hibi match lasts for about 10 minutes, bringing delightful fragrances anywhere you bring the palm-sized box, allowing short aromatherapy sessions for the busy individual. The Harima region of Awaji island has been producing matches and incense for nearly 150 years; each of the fragrances derives from herbs grown by a local incense producer using traditional methods.

5 14 Smart Retailer AUGUST/SEPTEMBER 2020

AMEICO www.ameicowholesale.com info@ameico.com 860-354-8765

colhousedesigns.com | 800.777.1442 4600 S Hamilton Rd. Groveport OH 43125

Everything you need to

Stock Your Shop for the Holidays!

Join Us or Set Up a Virtual Appointment!

CWI Gifts Onsite Show - Groveport, OH, 8/3 - 8/6/2020 CWI Gifts Open House - Cash & Carry Groveport, OH, 8/10 - 8/12/2020

AmericasMart - Atlanta, GA, 8/13 - 8/18/2020 The Hearthside Collection: Building 2, 6th Floor, #611 CWI Gifts: Building 2, 7th Floor, #752/754

TRENDWATCH 6. Wax Candle Fountains

Bring serenity and calm to your home and office with these LED fountain candles made of real wax. Each contains a small fountain which creates a luminous display when powered on.

6 7

Gift Essentials www.giftessentials.com kaylee@giftessentials.com 800-288-0029

7. Evoke Tapers

Available in a variety of gorgeous colors, these tapers are hand-dipped in the USA. Standard taper sizes have an 8-hour burn time with no smoke or drips. Also available: Taper Candle Holders.

Made Market Co. www.mademarketco.com mademarketco@gmail.com 785-621-6233

8. Flame Illusion Fire Module

Patented ultra-realistic flame simulation created by 99 LEDs. Fully rechargeable, with multi-function features: timer, remote ready, steady on. Will operate for over 30 hours per charge. Module comes with USB charging cord. Shown in optional containers sold separately.

The Light Garden www.thelightgarden.com paul@thelightgarden.com 888-770-3390

9. Scented Soy Candles

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Each beautifully crafted candle is individually hand-poured and made with soy wax and cotton wicks to ensure a clean and even burn. Richly scented with essential oils in a variety of signature scents inspired by the timelessness of the Victorian era, including English Fog, Lavender Breeze, Lemon Zen, and Orange Spice. Approximately 6.25 oz. with an average burn time of 30 hours. Handcrafted in the Catskill Mountains of upstate New York.

Willow & Birch Apothecary shopwillowandbirch.com wholesale@shopwillowandbirch.com 607-538-3014

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10. Eleven Point Private Label Lab

Create your own custom candle line with branded wooden lids to promote your business, retail store, or event. Starts at just 96 pieces. Choose from 21 luxurious fragrances and add your branded lid to Eleven Point’s best-selling candle collections, including The River Rock, The Rock Star, and the Mercury Barrel. Handcrafted soy-blend candles made in the USA.

Eleven Point www.eleven-point.com ctedder@scentations.com 800-748-7648

11. Room Mists & Wax Melts

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Available in six fragrances. Warm these high-quality fragrant soy-blend melts in the electric wax warmer of your choice. 2.5 oz. Use room mists to freshen your home, car, office, and all the areas that you share with your pets. A great flameless home fragrance option. 4 oz.

Eleven Point www.eleven-point.com ctedder@scentations.com 800-748-7648 16 Smart Retailer AUGUST/SEPTEMBER 2020

SydneyCandle.com

330-638-2336

TRENDWATCH 12. LED Flicker Flame Birch Candle

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Add to your holiday lighting and décor with this 5" battery-operated LED flicker-flame birch candle. Each has a realistic birch design with a dripping wax-like design and a warm white bulb.

Kurt S . Adler, Inc. www.kurtadler.com jamie@kurtadler.com 212-924-0900

13. Aromatherapy Rollers

Aromatherapy rollers made with 100% pure therapeutic grade essential oils. Available in 12 original blends.

Small enough to carry in a pocket or purse.

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Old Town Soap Co. oldtownsoapco.com oldtownsoapco@yahoo.com 704-796-8775

14. Bug-Off Insect Repellent

All-natural insect repellent made with 100% pure therapeutic-grade essential oils. Citronella, geranium, and lemon eucalyptus, among others, help keep bugs at bay.

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Old Town Soap Co. oldtownsoapco.com oldtownsoapco@yahoo.com 704-796-8775

15. Handcrafted Castile Soaps

Castile Soaps available in enough scents to find one for everyone in the family.

Old Town Soap Co. oldtownsoapco.com oldtownsoapco@yahoo.com 704-796-8775

16. Barr-Co. Original Scent Diffuser Kit

This blend of milk, oatmeal, vanilla, and vetiver is a tranquil, comforting scent with stirring yet sweet notes.

Thicker reeds saturate thoroughly, allowing the scent to disperse further. Using only the highest-quality essential oils and fragrance in a shatterproof bottle. The oil is protected from light until use, maintaining the integrity of the scent. Glass bottles can be reused or refilled.

Made in the USA.

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K. Hall Studio www.khallstudio.com sales@khallstudio.com 855-819-3397

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17. Collegiate Collection

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Officially licensed collegiate team candles made in Michigan for Michigan fans! Citrus-based Obsidian fragrance.

Kalamazoo Candle Company kalamazoocandle.com wholesale@kalamazoocandle.com

18 Smart Retailer AUGUST/SEPTEMBER 2020

Use code: SR50% for discounted shipping

TRENDWATCH 18. Roland Pine Home Fragrance Spray

It only takes a few pumps to unleash the forest fresh notes of Siberian fir, pine, and cilantro. The pressurized spray is totally aerosol-free. Free from parabens, phthalates, petrochemicals, and dyes.

Vegan formulation, never tested on animals, and made in the USA. Spray can is 100% recyclable.

Soap & Paper Factory www.wholesale.soapandpaperfactory.com jessica@soapandpaperfactory.com 912-713-1140

19. Three Glass Pillar Candle Holder

Made of metal and glass, this modern farmhouse candle holder is ideal for 3" pillar candles.

16.25" w. x 5" d. x 7.5" h.

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CTW Home Collection ctwhomecollection.com shop@ctwhomecollection.com 800-433-5054

20. Steeple Lantern

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This large lantern has a dark grey textured finish and includes the glass chimney. Candle not included. 10.25" w. x 21" h.

CTW Home Collection ctwhomecollection.com shop@ctwhomecollection.com 800-433-5054

21. Bird on a Leaf Dish

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This cast-iron dish can be used as a tabletop bird feeder or a votive candle holder (candle not included). 6" w. x 6.5" d. x 3" h.

CTW Home Collection ctwhomecollection.com shop@ctwhomecollection.com 800-433-5054

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22. Greenest Scent Diffuser

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This scent diffuser is not only green in color, it’s made from recycled plastic, right down to the scented pad onto which fragrance oil is applied, which is made from recycled water bottles. It’s also powerful, delivering immediate and strong aroma at the push of a button. Can be powered with rechargeable batteries or the supplied USB power cable.

aroma43 www.aroma43.com info@aroma43.com 954-909-0353

23. Amber Collection Candles

Candlelight through amber glass provides a warm, cozy glow. These hand-poured 7.5 oz. candles include a wood lid. Fragrances include Amber, Fig, and Firewood.

Atelier 880 atelier-880.com atelier880chicago@gmail.com 312-213-2989

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st Augu

Proudly Made in the USA

2020

A M E R I C A S M A R T ' A T L A N T A

Monahan Papers Showroom Building 1, Floor 10, D7

1803 Candles

Hand-Crafted in Waterman, IL www.1803candles.com

PURE SOY WAX CANDLES & FRAGRANT HOME GOODS

August 4 & September 30, 2020

Old Town Soap Co.

oldtownsoapco.com 704-796-8775 • oldtownsoapco@yahoo.com Handcrafted in China Grove, North Carolina

www.smart-retailer.com 21

Home Sweet Home Décor Reclaimed Wood Sign

Handmade in Wisconsin, each sign is unique and shows the character and soul of the reclaimed wood, enhanced by messages of hope or humor.

Second Nature by Hand www.SecondNatureByHand.com info@secondnaturebyhand.com | 608-637-8860

Ultrasonic Diffusers

The USB-powered Ranger Red is a sleek travelsize aromatherapy diffuser featuring three hours continuous and six hours intermittent operation.

Great for office, travel, and dorms.

Serene House USA Inc www.serenehouse.com sales@serenehouseusa.com | 856-673-4117

Telluride Screen

The Telluride three-panel screen is an elegant, yet sturdy room divider surrounding interspersed square-patterned geometric colored shapes of cedar and fir wood. The handmade screen is semi-transparent and finished on both sides.

Screen Gems www.myscreengems.com sgfurnaccessories@gmail.com | 310-545-9091

Red Pepperberry and Cedar Wreath

Features tiny red-foam berries and plastic cedar greenery on a brownwrapped base. Coated with silver glitter for an icy, frosted winter look.

6" inside dia. and 12" outside dia.

CWI Gifts www.shopcwi.com sales@shopcwi.com | 800-666-5858

Christmas Trees Metal Totes

Set of two galvanized metal tote containers with handles, accented with white-painted speckles for a falling-snow effect.

Each tote features the image of a red truck with a Christmas tree in the back and the words, “Evergreen Farms Christmas Trees, Pine • Spruce • Fir • Cedar.” Two sizes: 10.5" h. x 4.75" w. x 2.75" d. and 13" h. x 6.5" w. x 3.5" d.

22 Smart Retailer AUGUST/SEPTEMBER 2020

Handwoven Pillows

Handwoven decorative pillows designed by a trio sister team in NYC and handcrafted by master weavers in India using plant-dyed organic cotton.

Ichcha www.ichcha.com | info@ichcha.com | 516-216-9306

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GROWN ON OUR 200 ACRE FARM

Meadowbrooke Gourds

HAND-PICKED & WASHED

HAND-CRAFTED

BY A SMALL TEAM OF EXPERT CRAFTERS

125 POTATO ROAD • CARLISLE, PA 17015 717-776-3470 • MBGOURDS.COM • SALES@MBGOURDS.COM

Bead Garland This bead garland will look great draped on a shelf, on a tray, around a vase, or as part of a table centerpiece.

Choose from a variety of colors, styles, and sizes.

Heart-Shaped Wooden Bowl

Heart-shaped wooden bowls in a variety of sizes.

They can be styled for any season or holiday by changing what you put in them. They even look great empty. Each unique piece is hand-carved from one piece of solid wood.

Wood Lantern

This piece blends easily into any décor.

Handmade and crafted with an antique white finish. 25" h. x 6.5" w. x 6.5" d.

Rustic Arrow www.rusticarrow.com sales@rusticarrow.com | 956-729-7741

Rustic Arrow www.rusticarrow.com sales@rusticarrow.com 956-729-7741

Black Check Collection

These black check linens are right on trend; the blackand-white check pattern will go with many styles of décor. This line includes tabletop linens, window treatments, and tree skirts.

Bee Blessed and Black Check Towels The Country House Collection These towels look great alone or coordinated with the Black Check Collection.

www.thecountryhousecollection.com wholesale@thecountryhouse.com | 800-492-1784

Harvest Pumpkin Dishtowel Set

Motto Pillows

Cotton canvas pillows printed with eco-friendly ink.

18" sq.

American Life Brands americanlifebrands.com jeanne@americanlifebrands.com | 262-677-5780 24 Smart Retailer AUGUST/SEPTEMBER 2020

Customizable Zip Code Pillows & Tea Towels

Durable cotton canvas pillows with convenient envelope closures and absorbent organic cotton tea towels personalized with your zip code and city/state. Made in the USA.

A playful pumpkin print towel is combined with a farmhousestyle stripe to make a set that brings the essence of fall to the kitchen. A perfect blend of warm hues that coordinates with a placemat and table runner offering.

Split-P www.split-p.net customerservice@split-p.net 800-326-3382

Showing in: ATLANTA BLDG 2 - 759A

JanMichaels art

+

home

Shop with us Online at

JanMichaelsArtandHome.com

717-342-2499

www.smart-retailer.com 25 info@janmichaelsartandhome.com

Christmas Décor

Fusion Reclaimed Granite Tape Dispenser

White Glittered Pinecone Trees have a whitewashed finish with a wintry coating of glitter over foam branches and frosty pinecone accents. Each tree stands on a 2" sq. wooden base accented by two frosty pinecones. 8", 10", and 12" h.

Styled after vintage post boxes, the metal North Pole Envelope Box is open to easily store letters, stationery, or Christmas cards. Can be displayed freestanding or hung on a wall by a keyhole slot on the back. 11.25" h. x 10.25" w. x 2.25" d.

Handsome enough for the most distinguished desk and functional enough for the most productive tapers around, Fusion is the office essential that will stick around for generations. Made with recycled granite, sustainably sourced hardwood cherry, and smooth beach stones.

Sea Stones www.sea-stones.com | amy@sea-stones.com | 603-952-1736

Col House Designs www.colhousedesigns.com custserv@colhousedesigns.com 800-777-1442

Christmas Stockings

These red-and-white knit stockings are perfect for hanging by the chimney with care. The stockings come in two assorted patterns: Christmas tree, which is primarily red with white accents; and snowflake, which is primarily white with red accents. Both have festive touches like white pompoms around the edge of the stocking.

Fabriché Musical Karaoke Santa

Part of Kurt Adler’s Fabriché collection, this 10.5" Fabriché musical karaoke Santa is a fun and festive addition to any holiday décor! Santa’s suit has musicalnote trim, and his bag contains a karaoke machine. This piece features a recording function, twinkling lights, and plays “We Wish You A Merry Christmas.” Battery operated, 10.5" h.

Claydough Gingerbread Inn

Incanto Stone Collections

Incanto Stone Dinnerware Collections Vietri has expanded its Incanto Stone dinnerware collections, featuring luxurious, glazes, textures, and hand-painted details.

Vietri vietri.com | hvradelis@vietri.com | 919-245-4180 26 Smart Retailer AUGUST/SEPTEMBER 2020

This delicious-looking design has everything you would want in a classic gingerbread house, from the icing snow to the candy embellishments. When plugged in, the house lights up with a warm glow from within with its C7 bulb.

Kurt S . Adler, Inc. www.kurtadler.com jamie@kurtadler.com 212-924-0900

www.smart-retailer.com 27

Cooking & Kitchen Gear:

A Recipe for Success Kitchen-Themed Ornaments

Handmade metal kitchen-themed ornaments, made by Thai craftspeople who earn a fair living wage.

Copper Vessels “Good Things” Sign

Pure copper vessels in various sizes including bottles, cups, and pitchers.

Spunky Fluff www.spunkyfluffwholesale.com info@spunkyfluff.com | 605-496-7035

Tara Handicraft www.tarahandicraft.com info@tarahandicraft.com 541-244-0665

Good things really do come to those who bake. Available two sizes, 18 colors, and five different wood stain options.

Pilgrim Imports, Inc. pilgrimimports.com pilgrimimports@aol.com 414-765-1200

Crafted & Found Dough Bowls

Crafted oblong bowls carved by artisans in a traditional style. A statement in simplicity for a countertop or tablescape. Each of the round found bowls has been individually sourced and refinished. Each dough bowl is unique and food safe.

Made Market Co. www.mademarketco.com mademarketco@gmail.com 785-621-6233

Multi-Cooker Spice Blend Sample Pack

This globally inspired sample pack includes six spice blends. Blends are low-to-no salt, keto-friendly, and glutenfree with no preservatives.

Zen of Slow Cooking www.thezenofslowcooking.com wholesale@thezenofslowcooking.com 847-340-8414 28 Smart Retailer AUGUST/SEPTEMBER 2020

Enamel Storage Canister

Color swirl enamel 1.5 quart canister with lid, available in nine different colors. Made with durable AA-rated Belgian enamels fused to steel and trimmed in stainless steel. The lid fits with an airtight seal. Dishwasher safe.

Golden Rabbit www.goldenrabbit.com sales@goldenrabbit.com 703-841-7777

WHAT’S NEXT STARTS NOW Access thousands of furniture, gift and home décor resources:

• Join Us at Las Vegas Market LVMKT.com/Register • Explore & Source Online LVMKT.com/Exhibitors

NEW DATES August 30 - September 3, 2020

Explore at LasVegasMarket.com

The health and safety of our guests is our first priority.

Visit TogetherSafely.com to see what we’re doing to prepare for reopening including crowd management, personal protective equipment, temperature checks and cleaning protocols.

FE ATURED LINES: Gund, A Division of SpinMaster, E. Lawrence, Ltd., Baggallini ©2020 International Market Centers, LLC

Grandma’s Kitchen Dish Towel

A taupe cotton towel with a black-and-white check border, embroidered black lettering and vine pattern. 28" h. x 18" w.

Bless This Food Meal Calendar

Plan a week’s worth of meals in style with this rustic wood meal calendar! Metal hooks under each day hold gray wooden disks that can be written on with the meal of the day. Each coin has a metal hook attached so extra coins can easily be added to any day.

Includes a sawtooth hanger on the back.

The Hearthside Collection www.thehearthsidecollection.com contact@thehearthsidecollection.com 877-918-1433

Tyvek Lunch Bag

Pop art on reusable and insulated waterproof Tyvek lunch bags.

Available in 30 fun designs. Waterproof, tear-proof, insulated, leakresistant, 8 hours hot or cold, 100% recyclable. 9" x 11" rolled up.

Artnwordsz www.artnwordz.com | info@ artnwordz.com 760-672-3663

Snow Blessed Dish Towel

Charcoal grey cotton fabric with a snowman and the phrase “We are snow blessed!” Designed by Barbara Lloyd. 28" h. x 18" w.

Woven Jacquard Tea Towels

The Hearthside Collection www.thehearthsidecollection.com contact@thehearthsidecollection.com 877-918-1433

100% cotton woven jacquards, 20" x 28" or 26" x 26" Euro sizing, made in Europe.

Mierco Fine European Linens www.mierco.com info@mierco.com 888-277-8838

Scrub-Eez Gloves

Scrub-Eez Gloves are ideal for cleaning vegetables. Made from durable nylon, machine washable.

Ceramic Kitchen Knife Set

Three of Kyocera’s ceramic Revolution Series knives for any home cook preparing fresh meals. The 5.5" santoku is an all-purpose knife for everyday slicing tasks of fruits and vegetables. The 4.5" utility knife is perfect for precise cutting and straight cuts. The 3" paring knife can be used for trimming, peeling, or mincing herbs or garnishes.

Kyocera Intl., Inc. cutlery.kyocera.com email belinda.martinez@kyocera.com | 858-757-6110 30 Smart Retailer AUGUST/SEPTEMBER 2020

Star Kitchen and Home www.GardenWorksUSA.com info@StarKitchenandHome.com 425-455-0289

Cedar C reek Candles

Cozy up with Cedar Creek Candle’s Campfire Marshmallow, along with 24 other fall fragrances to celebrate our favorite season! Since 1999, hand-poured, small batch, all-natural soy wax candles that are “American grown, American made”.

CEDAR CREEK CANDLES www.cedarcreekcandles.com

13527 Main St., Grabill, IN 46741 • (260) 615-0110 • sales@cedarcreekcandles.com Dallas Total Home+Gift Show 1315 TM AmericasMart Atlanta 731-A Bldg 2 Las Vegas Market C740

www.smart-retailer.com 31

HIT THE BALL OUT OF THE PARK

with Sports Products Baseball Signs

Handcrafted one at a time using reclaimed wood from across the Midwest. The messages and worn finish will work in any décor.

Second Nature by Hand www.SecondNatureByHand.com info@secondnaturebyhand.com 608-637-8860

Golf-Themed Shop Rags

Who doesn’t love a shop rag — even if it never sees any grease. Keep those balls clean on the course! Packaged in sets of three with the design on each rag. Prewashed. 14" x 14".

Made Market Co. www.mademarketco.com mademarketco@gmail.com 785-621-6233

Luminous Lanyard

Game Day Caps

Fabric adjustable caps available in red, blue, and distressed black with bold white embroidery announcing “Game Day.”

A unique hands-free way to accessorize for professions that can’t wear jewelry at work or when you’re on the move.

The lanyard features a glow-in-the-dark picture of the moon from the date of your choice and is attached to a 30" chain of clear crystal beads. Available to special order in a range of additional colors.

Kaleidoscope Accessories kaleidoscopeaccessories.com alise@kaleidoscopeaccessories.com 678-993-8467

Moonglow Jewelry www.moonglow.com/pages/wholesale tara@moonglow.com 901-491-4467

Coaches’ Block

Six motivating and inspiring quotes from famous coaches — great as a desk or shelf ornament! 2.75" cube crafted from locally sourced, responsibly harvested pine.

Maple Landmark www.maplelandmark.com sales@maplelandmark.com 802-388-0627 32 Smart Retailer AUGUST/SEPTEMBER 2020

New!

Wax

Warmers

www.smart-retailer.com 33

Metal Sports Ornaments

Handmade metal sports-themed ornaments. Made by Thai craftspeople who earn a fair living wage.

Pilgrim Imports, Inc. pilgrimimports.com pilgrimimports@aol.com 414-765-1200

Sports T-Shirts

Several designs of sports-themed triblend t-shirts.

Jane Marie www.janemarie.com sales@janemarie.com 318-777-1310

Boss Triple Insulated Bottle

This 64 oz. stainless steel growler bottle has an infuser and is triple insulated to keep liquids hot or cold for hours.

EcoVessel www.ecovessel.com wholesale@ecovessel.com 800-969-2962

34 Smart Retailer AUGUST/SEPTEMBER 2020

Sports Prints

Four sports designs by Susan Ball available as unframed 12" x 16" prints. Also available on canvas and wood products.

Penny Lane Fine Art & Licensing www.pennylanepublishing.com info@pennylanepublishing.com 937-849-1101

1920 Reproduction Football

A replica of 1920 football prior to the forward pass. Available in a wood frame or a cloth printed bag with a description and timeline of football’s historic firsts.

K & P Weaver, LLC www.baseballamericaspastime.com kp19thbb@aol.com 203-795-9024

www.smart-retailer.com 35

Train for Excellent

Customer Service PHOTO BY CLAY BANKS ON UNSPLASH

BY FLORA DELANEY

C

ompeting with online shopping, the critical element that e-commerce can never duplicate is interaction between a friendly store associate and a customer. Now is the time to focus on providing attentive care to every customer to build loyalty and deepen your relationships.

Naturally, you hired your team for friendliness, engagement with customers, and consistency, right? That’s the first step. Next, provide them with a clear set of expectations for how to engage with shoppers. Do not allow an employee to ask, “Can I help you find anything?” and then walk away when the customer says, “I’m just looking.” You must model and train outstanding customer service and expect it from your team every day.

A quick primer on customer service with the G-U-E-S-T model:

G

– Greet

Welcome your customers within 10 seconds of entering your store and when they’re within 10 feet of you anytime in the store. (This is called the 10/10 rule.) Greetings must be authentic and include your name. For example, “I’m William, welcome to ABC Shop.” Then include a true comment, like “You look like you’re in a hurry” or “It’s a hot day today, right?”

Equally important: smile.

A side benefit is that shoplifters generally shy away from stores where employees engage in conversation with them. So, in addition to doing the right thing for your customers, you’re defending your store’s bottom line.

Even when you’re busy with another customer, you can still offer a greeting such as, “Hello, I’m Bill. I am with this customer now, but as soon as I get freed up, I’ll be happy to help you.”

U

– Understand

Why has a customer come into your store today? Let them know they can work with you or they can shop on their own. It’s as simple as saying, “How can I help you this morning?”

36 Smart Retailer AUGUST/SEPTEMBER 2020

Make and maintain eye contact. If your customer wishes to shop on their own, let them know they need only ask and you would be happy to assist. If they’re lingering, return and see how they’re doing. If they ask for the location of a product, walk with them to the item. Be conversational and friendly.

E

– Explore

Ask questions to find out which product will best meet their needs. Your expertise can greatly improve sales. Ask about how they intend to use something. Be genuinely interested in a question to zero in on their needs. Focus on listening skills and product knowledge to set you apart from your competition.

This is how to outshine low-priced internet retailers. When your customers know you understand their precise needs, they’ll be more likely to listen to your suggestions.

Delay suggesting solutions until you have asked questions and your customer is sure you understand them. Asking questions indicates that you care about their situation and you’re willing to listen.

Keep an open mind. Remember that what you think is affordable may not be what they think is affordable. Conversely, don’t judge what a customer can purchase based on what they’re wearing or how they look. Treat every customer as a millionaire who just happens to be walking into your store.

S

– Suggest

Confidently recommend two or three products that will meet your customer’s needs. It’s best to give your customer choices. For example, you could explain that “We can design a custom artificial arrangement for your home to make sure you get the exact colors and look you wish. But if you need this quickly, we have some wreaths and arrangements pre-made that could be a great choice for the price.” Connect your suggestion to their earlier answers. “Since you said you have a few grandchildren, you may want to take advantage of our jumbo pack, which

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offers three times as many uses at less than double the price.”

If you can’t narrow your recommendations to less than three choices, you should remain in the explore phase. Continue asking questions about their budget, situation, experience with past products, etc. until you’re confident that you can suggest two to three items that will exactly match their needs. Store associates who rush into suggestions end up pointing out too many items.

That’s not helpful. Customers can do that themselves!

If the product the customer wants isn’t in stock, give an alternative. Offer to order the product — and deliver it — for unmatched customer service. A store’s best defense is to keep customers from completing their sale at another store or online.

Plus, delivery can knit a bond with a customer like no other transaction.

The suggest phase is also where you should offer add-on sales that make sense for the customer’s situation. Having a party?

Offer favors and thank you notes. Hosting a guest? Perhaps they would like a bedside puzzle book or some other thoughtful gift

to make them feel comfortable and welcome? Think of your entire store’s solutions and offer something your customer may have forgotten. Before the customer goes to the cash register, be sure to complete this phase by asking if there’s anything else they might need. Don’t assume the first reason they gave is the only one for being in the store. To increase sales, offer to carry items to the cash register to allow them to continue shopping unburdened.

T

– Thank

Thanking someone means saying “Thank you for shopping with us today.” Not “have a good one” or “bye.” Another great way to indicate that your customer care extends beyond the sale is to give them a card with the store (or your) contact information. Say “Let me know how that works out for you.” Or “I’d like to hear what you have to say about that,” to let them know you want to find out more about how they enjoy the product.

Every store member should be trained (or retrained) on G-U-E-S-T as you reopen your store. When customer service is the core of your store’s culture, it simply becomes “how we work here at our store.” As the process gains momentum, new hires will learn from and model the more experienced employees. As it becomes more natural, it becomes easier for everyone to be more genuine and have fun. And people who are having fun and gaining a sense of accomplishment are much more likely to stay in their job. For more on how customer service benefits store associates, see the blog on smart-retailer.com/flora-delaney-articles.

Your role is to coach. Coaches don’t play the game. They hire great players, they teach them the plays, they reinforce, practice, and then watch. Be in a place to watch your employees engage with customers. Coach every employee each shift. Tell them what you observed and what they did well — or what could have been done better. Pass on product knowledge. Use staff meetings to let employees use sample products or learn deeply about an artist, designer, or manufacturer’s back story. The more they know about ingredients, local sources, or unique uses, the more likely they are to talk confidently with shoppers about the products and close a sale. If you have an expert on staff, ask them to put together a session or two to help share their knowledge across the team.

Keep the importance of customer service at the forefront of your mind because a friendly, knowledgeable, caring staff member is one of the best ways to beat an Internet shopping cart.

Flora Delaney is a retail consultant, expert, and author of the book Retail the Second-Oldest Profession - 7 Timeless Principles to Win in Retail Today. As a Smart Retailer contributing writer, Flora brings her passion for independent retailing education to our readers. Her book is available on Amazon and www.floradelaney.com/book for all devices and paperback.

38 Smart Retailer AUGUST/SEPTEMBER 2020

AMERICANMAKERS

SPECIAL ADVERTISING SECTION

Jacob's Musical Chimes

Jacob’s Musical Car Charms are perfectly tuned for soothing sound. Hang from the rear view mirror, ceiling fan or anywhere. www.jacobschimes.com info@jacobschimes.com 800-627-5840

Laurie Pollpeter Eskenazi Sawdust City LLC

At Sawdust City we make signs for all seasons and occasions. American-made signs are popular as gifts, and add a personal touch wherever they are displayed. Made in the USA. Wide variety of colors, sizes, and designs. Fast & Free Shipping.

Transforming vintage designs into contemporary stoneware. Made in the Midwest one piece at a time, loaded with color, texture, and bits of nostalgia.

LPEclay.com Laurie@LPEclay.com for wholesale information 630-390-8310

Sawdustcitywholesale.com 800-528-6008

Heart the Moment

Sign up online at www.smart-retailer.com or call 855-367-4819 to receive your FREE subscription.

Heart the Moment introduces dishwasher safe stickers. Inspirational reminders for phones, laptops, water bottles and more.

Happily Made in the USA. www.heartthemoment.com info@heartthemoment.com 562-343-1011

www.smart-retailer.com 39

BUSINESSBRIEFS

BY SARAH HOBAN

Business Boosters: Bingo and Survival Kits

Retailers and downtown organizations continued to find inventive ways to keep their customers and residents engaged — and supportive — through stay-at-home periods. Projects and promotions included: • “Survival kits,” offered by the Glen Ellyn (Illinois) Chamber of Commerce, contained a mix of items from local merchants. As of mid-May, the chamber had produced two rounds of 100 kits, priced at $100 each. The goodies included such quarantine-suitable items as honey, local preserves, notecards, chocolates, and even yard-waste pickup stickers and hand sanitizer for those catching up on yard work. The first round sold out in 1-1/2 days, and the chamber distributed $10,000 back to local businesses.

• In central Wisconsin, the Dane County Curbside Challenge urged customers to order delivery or curbside pickup from participating local retailers and restaurants. When the customers used social media to post and tag the items they had bought, they were entered into a drawing for a $25 gift card from the business they had patronized.

• Numerous towns across the country sponsored their own “social distancing bingo” games with gift certificate prizes. Game squares encouraged local commerce with actions such as “Purchase a gift card to a local business,” “Shop local for groceries/supplies,” “Donate to an arts or cultural organization,” or even just “Pick up coffee.” Downtown Ferndale (Michigan) gave players a free center square with “Almost shook hands but stopped.”

A Healthy Outlook Consumer spending on health and wellness has been on the rise in the last several years, and the coronavirus will likely increase it in the future, said Wendy Liebman, CEO and chief shopper of WSL Strategic Retail. In an interview on the National Retail Federation’s blog, Liebman noted that the quest for healthier living spanned all age groups and presented a wide range of opportunities for retailers and other businesses. These included customers looking for ways to destress, using healthier products, and focusing on sustainability. But beyond that, she added, “the biggest learning is the expectation from shoppers that retailers show they care for them and their communities. ‘Caring’ is a value that will resonate very powerfully with shoppers as we move through this.”

Pictures Perfect

If you’re moving more of your business online — whether you’ve started online sales or are just increasing your social media presence — it’s imperative that your visuals keep pace. Each platform has different image size requirements for optimum viewing and for effective display on a variety of devices. Constant Contact offers a free “2020 Social Media Image Size Guide,” a cheat sheet for the mostused social media platforms. The infographic includes sizes for profile and cover pictures as well as recommended sizes for posts. You can take a look at bit.ly/SocMed-ImageSizes.

40 Smart Retailer AUGUST/SEPTEMBER 2020

“Post-pandemic, consumers being able to return to bricksand-mortar stores will experience a variety of emotional, identity, social and functional benefits: comfort, perhaps, as well as relief, a sense of community, connection with others, being in control or even taking pride in supporting local businesses.”

—FIONA SOLTES, ON THE NATIONAL RETAIL FEDERATION’S BLOG

Communications

As your employees begin to return to work, it’s important that you keep them apprised of your business and employee policies surrounding COVID-19. The Occupational Health and Safety Administration has published “Guidance on Preparing Workplaces for COVID-19,” a 34-page guide covering COVID’s effect on workplaces, steps to reduce employees’ risk of exposure, infection-prevention measures, and more. Among the employee communication recommendations they offer: • Make sure your sick-leave policies are “flexible and consistent with public health guidance” and that employees know about these policies.

• Maintain flexible policies that allow for caregiving of sick family members.

• Be aware of your employees’ concerns about pay, leave, safety, and other related issues. Informed workers who feel safe at work, says OSHA, are less likely to be unnecessarily absent. Help them feel safer by providing education and training about health and safety on the job.

• If you provide health insurance, work with your insurance company, along with state and local health departments, to provide information about medical care in case of an outbreak.

For a free copy of the guide, visit bit.ly/OSHA-Guide.

GAME DAY READY APPETIZERS

Recovery Resources

As you and your business move forward into a new retailing landscape, you need all the resources you can put your hands on.

Two especially helpful ones: SCORE, the small-business mentoring organization, offers its online Coronavirus Small Business Resource Hub. The collection of articles gives business owners a wealth of resources on subjects ranging from starting an ecommerce store to using online video to sample action plans for a variety of small businesses. Users can watch live and recorded webinars, read blogs, and download toolkits. Get started at score.org/coronavirus.

For bigger-picture help — like your neighborhood or business district — Main Street America has put together an extensive set of resources to help small businesses and downtown organizations start to restore their downtown vitality. Main Street Forward includes tools for recovery planning, research, best practices, webinars, and even tip sheets with ideas from small businesses and Main Street programs around the country.

The site also includes an interactive map that allows you to check out community responses around the country; a list of grants and funding opportunities; and a “Planning for Recovery Guide,” aimed at Main Street organizations. Find everything at bit.ly/MainSt-Resources.

1.888.427.3235 • www.windandwillow.com •

/windandwillowfoods

Hand Poured Wood Wick Soy Candles & Hand Crafted Soaps Made In Small batches!

Southern E-Scentuals

Flowery Branch, GA southernescentuals-wholesale.com

www.smart-retailer.com 41

DISPLAY&DESIGN

BY AMY MEADOWS

Open Up Your Store Add Elbow Room While Creating a More Spacious Look

C

OVID-19 has created social distancing requirements that impact your store layout and how you use space. Since you have to make changes anyway, you should be as strategic as possible. With the increased space needed for movement, you may need to widen aisles, put more space between displays, etc., which means you may lose floor space. To compensate, you can apply some basic design principles to make your store look bigger. Not surprisingly, many strategies used to make shop spaces appear larger are the same used in residential spaces. In your store, you’ll want to focus on these key areas: storefront, entrance, color palette, footprint, and fixtures.

Storefront

Although heavily decorated window displays can attract attention to your business, it’s even more important that customers are able to assess your store’s layout through the window before they enter. They may want visual assurance that you have made appropriate accommodations for social distancing. For that reason, I recommend that your window displays be clean, simple, and straightforward to allow potential shoppers to easily scan the interior of the store. This is also a good time to judiciously thin out the number of props and displays inside your shop to create more space for customer movement and flow.

Study your signage to ensure that all COVID-19 guidelines are clearly spelled out. Restrictions regarding the number of customers at a time, face coverings, and such should be displayed at the store entrance. If you’re using sidewalk signage to inform shoppers of your hours and available services, this is an excellent format for communicating to auto traffic as well as pedestrians.

PHOTO COURTESY APRIL PERRI

42 Smart Retailer AUGUST/SEPTEMBER 2020

So much loveliness in place! Note the impactful feature wall (in contrast to surrounding neutral surfaces), a large mirror to create the illusion of additional space, and a cheerful, colorful bike with a basket. Greet your customer with selected merchandise, trend items, or simply items that will make them smile as they begin shopping.

Many signage and print shops can create generic materials like decals or door signs. If possible, request they be customized with your store name/logo/colors.

As you’re reopening your store, don’t forget to update all the details on your website and social media accounts as well. If you have added or deleted any platforms, changed phone numbers, or revised services, note this on your website, social media pages, and your building exterior.

Entrance

For now, keep the entrance aisle clear. Traditionally, this decompression zone has been an ideal spot for an interruptive fixture, intended to prevent the customer from proceeding directly to the rear of the store where clearance or point-of-sale areas are located. A feature table or trend statement still has value, but evaluate size and placement carefully, confirming that there’s adequate space just inside the door and sufficient space on either side for front-to-back aisles.

The entrance is also the spot for placing any directional guidance — hanging or floor-standing — especially if you need aisles that go one-way or you’ve cleared an area for checkout.

Color Palette

Color is valuable for creating drama and trend statements, but if you’re short on space, embrace neutrals such as ivory, ecru, bone, and off-white. The finish is important as well.

Eggshell finish on the walls will hide a multitude of sins, such as cracks, spackle, and patches, and it will reflect light — softly and evenly — into the space. High-gloss paints can bounce light too aggressively, and flat or matte paint often absorbs too much illumination.

There are a few different ways to use neutrals. One way is to embrace them fully, applying them to floor, ceiling, furnishings, and fixtures in pale (but varied) tones. Don’t paint everything to match. It simply looks like you went crazy with paint on sale. Instead, consider sisal rugs or Berber carpets, pine flooring, and furniture upholstered in simple, tone-on-tone fabrics. Look for fixtures that float above the floor — legged units versus shelf units that are solid at floor level. Even a little space provides a sense of breathing room. One of my favorite retailers, Magnolia Market (shop.magnolia.com) is a study in the success of repeating and layering neutrals. Chip and Joanna Gaines’ brand and aesthetic is effective, attractive, and worth a look.

Consider your neutral environment a blank canvas for color.

Think focus rather than fill. In a setting where most surfaces and fixtures are neutral, incorporating a single, bold color on a feature wall, using paint or perhaps a fabric drape, will produce the “wow” effect you want. Unless there’s a specific need to go with cool hues rather than warm ones, I recommend the warmer varieties.

PHOTO BY AMY MEADOWS

Look for ways to use less merchandise in key areas. Consumers equate the amount of space or air around a product with value. If the number of mugs on this table were doubled, it would diminish the appeal. Leave room and add a touch of color where you can to make it relaxing and shoppable.

Regardless of your decision — neutral with a splash or a celebration of all things tan and beige — it’s imperative that you think through the time and cost of maintaining lightly colored surfaces.

Footprint and Fixtures

You can add mirrors, bring in additional lighting, and switch out furniture, but if those tactics are insufficient, then it’s time to think hard about how your space is being used. The first spot I assess is the point-of-sale or cashwrap area. With more sales becoming cashless and/or contactless, the large counters and bunker units that hold registers are becoming relics. Carefully consider a resizing or relocation.

If you’re using space for customer seating, you may wish to evaluate that as well. Larger upholstered pieces can be replaced with lighter-weight furniture with slats and slim legs, versus heavier, puffy pieces.

As always, check out your colleagues’ and competitors’ stores.

If they’ve made changes that you notice and enjoy, take note.

Equally important is observing strategies that don’t work so you can avoid going down that path.

Look for cost-effective opportunities to make your space brighter, cleaner, and more spacious. A fresh coat of paint, a lighting upgrade, and the addition of a mirror can all contribute to an effective and attractive refresh.

Have an interesting display to share? Or a question about visual merchandising strategies for your business or your district? Visit www.windowsmatter.com for more information. www.smart-retailer.com 43

News Roundup From Smart-Retailer.com Visit the Smart Retailer website at smart-retailer.com to read the full articles.

IndieMe Announces Second Virtual Expo

IndieMe Marketplace, LLC, an online marketplace for retailers to source handmade American and Canadian artist-made crafts, will hold its second Virtual Expo, Sept. 9 – 15, 2020.

Back to Business: Summer Atlanta Market Preview

Learn about Atlanta Market’s educational programming and trend presentations that will be available online. Also discover new products through IMC’s Market Snapshot and much more.

New Cash and Carry Warehouse: The StockRoom of Kentucky

A new wholesale cash and carry warehouse for gift and home décor stores has opened in Buffalo, Kentucky.

NY NOW October Show Canceled

Because of recent developments related to COVID-19, NY NOW and co-located National Stationery Show have been canceled for 2020.

Owners D

oug and K

The

StockRoom Wholesale Cash & Carry

Sign up for weekly updates like these sent directly to your email inbox:

www.smart-retailer.com

44 Smart Retailer AUGUST/SEPTEMBER 2020

elly Finlay

visit us at SUMMER 2020 PREVIEW

colhousedesigns.com 800.777.14424600

Visit us at AmericasMart!

August 13 – 18 2020 (Temporaries August 14 – 17, 2020) Atlanta, GA, AmericasMart Atlanta www.AmericasMart.com Follow us @AmericasMartATL on Facebook & Twitter and on Instagram #ATLMKT

Visit us at AmericasMart

Bldg 2, Ste 1207 800.492.1784 thecountryhousecollection.com

The Hearthside Collection: Building 2, 6th Floor, #611 CWI Gifts: Building 2, 7th Floor, #752/754

Virtual appointments also available, call to set up an appointment!

CTWHome Collection.com 800.433.5054 shop@ ctwhomecollection.com

New! AmericasMart Building 2 7th Floor, #756

IrvinsTinware.com 888-700-8233

Starburst Wax Warmers

www.smart-retailer.com 45

RETAILERSPOTLIGHT

BY DAN BROWNELL

Cedar Harbor C A Neighborhood Treasure

Cedar Harbor’s tagline is “Hand Crafted.

Heart Happy.

Eclectic Home Décor & Gifts,” which accurately captures the atmosphere of the cheerful, unique store.

edar Harbor, in Appleton, Wisconsin, is a favorite local shop nestled in an older neighborhood of the city. The store offers a wide variety of goods, with much of it handcrafted or reclaimed.

Owner Lisa Gavronski has a passion for recycling to preserve their charm and prevent waste. “Approximately 30% of our inventory is handmade.

We also do a large amount of special orders,” she said.

The store building is more than 100 years old, dating to 1906, when it opened as a grocery and meat market with living quarters upstairs.

Lisa bought it with her husband, Kelly, her brother, and her parents, as a family project in 2007 to remodel it and resell it for a profit.

The work took five years because everyone in the family had full-time jobs. After her brother moved to New York, Lisa and her husband decided to buy it and open a shop.

Lisa had always wanted to run a store, so she decided to leave her management job at a bank and open the store in July 2012. “It was a dream of mine to someday own a business that would allow me to use some of my design/creative experience and knowledge,” Lisa said. She had

46 Smart Retailer AUGUST/SEPTEMBER 2020

earned a bachelor’s degree in housing and interiors, but ended up in banking instead. After 30 years in her job, she was eager to put those design skills to work in her own business.

Lisa and her husband Kelly live in the upstairs residence. “We’re fortunate to own the building, which allows us little overhead, as we live above the store and we have no employees.” Living in the same building as her store makes life very convenient too. Kelly has a roomy shop in the basement where he builds and restores furniture and other projects, while Lisa does her handiwork upstairs creating products such as signs, wreaths, and pillows.

A Bit of This and That

Lisa describes her store as eclectic. “We sell a variety of handmade, reclaimed, home décor, furniture, and gifts.” The merchandise includes jewelry, accessories, cards, wall décor, housewares, home furnishings, and kitchenware. She buys some of her merchandise new, but she also gets some from consignments, wholesale from local artists, flea markets, estate sales, and a large annual winter market in Madison, Wisconsin’s capital.

Much of their inventory is one-ofa-kind, so customers can find items they can’t find anywhere else. “It’s a great place to find unique gifts. The atmosphere is warm and cozy, and we have a backyard garden that has many garden pieces for sale ... both old and new,” she said. Lisa keeps the store interesting and engaging by constantly updating merchandise and displays so there’s something new when customers come in.

A Deep Connection With the Community

Because the store is located in a residential area, and Lisa and Kelly have made a concerted effort to build long-term relationships with their neighbors and other local shoppers, they’ve been able to create a strong bond with them. And they’ve gone the extra mile by making their backyard available for events. “Many of our customers have used the garden venue to have small gatherings such as baby showers, retirement parties, book clubs, fundraisers, and more.”

They make sure they keep in touch with their customers through Facebook and their website. “We also have an online store that we add to periodically.” They reach out to the whole city as well. “We’re a part of Appleton Downtown Inc. (ADI), which allows us to participate in their events,” Lisa added.

The store has been closed during the pandemic, but they’ve kept selling through their online store with curbside pickup. The investment of time and effort that they made in building community support is paying off during this challenging time, and it’s certain to carry over to in-store shopping when they reopen their doors.

FACTS AT A GLANCE Business Name: Cedar Harbor ​Location: 611 N Morrison St.

Appleton, WI 54911 ​Website: cedarharborwi.com Phone: 920-740-4669

Where stores go to shop. ribbon, candles, enamelware, prints, primitive, furniture, metal art, wood carvings, barrel stave items, seasonal and much much more

The

StockRoom Wholesale Cash & Carry

The StockRoom of Kentucky

3686 Greensburg Rd. • Buffalo, KY 42716

270-325-2969

www.smart-retailer.com 47

TR ADE SHOW CALENDAR Smart Retailer assumes no liability for changes in show schedules or show cancellations. Please contact the show promoter directly to confirm dates, times and locations before making travel plans.

AUGUST 2020

SEPTEMBER 2020

BILOXI, MS

PLAINFIELD, IN

www.wmigiftshows.com

www.silverliningshows.com

Biloxi Mississippi Gift Show..................... 1-3

The Indy Show........................................9-10

HUDSON, MA

ORLANDO, FL

www.northeastmarketcenter.com

www.surfexpo.com

Northeast Market Center - August Show...2-4

Surf Expo............................................... 10-12

WILMINGTON, OH

OAHU, HI

www.heritagemarkets.com

www.douglastradeshows.com

Heritage Markets Cash & Carry Wholesale Show............................................................. 4

The Hawaii Market & Merchandise Expo........................................................11-13

ATLANTA, GA

SAN ANTONIO, TX

August Atlanta Apparel........................... 4-8 www.americasmart.com

San Antonio Wholesale Jewelry, Gift & Accessories Show..................................11-13

MARLBOROUGH, MA

Market Square The Buyer’s Cash & Carry..4 www.marketsquareshows.com LOS ANGELES, CA

LA Mart Fall 2020 Market....................... 4-6 www.lamart.com

POSTPONED - NEW DATES TO BE ANNOUNCED AUGUST 2020 MEMPHIS, TN

Greensboro Gift & Jewelry Show – TENTATIVE................................................ 7-9

GATLINBURG, TN

Mid-South Jewelry and Accessories Fair......................................................... 14-16

www.nortonshows.com

LAS VEGAS, NV

MINNETONKA, MN

LIVONIA, MI

OFFPRICE.............................................. 15-18

www.silverliningshows.com

NEW ORLEANS, LA

GREENSBORO, NC

www.gtshows.com

www.parkertradeshow.com

Norton Trade Show - Fall..................... 12-14

MinneapolisMART Gift, Home & Accessory Show.........................................................7-11

Metro-Michigan Women’s Wear Market..13-14

SPRINGFIELD, OH

Northeast Market Center - September Show...................................................... 13-15

www.mplsmart.com

Market Square The Buyer’s Cash & Carry.......................................................... 12 www.marketsquareshows.com

HUDSON, MA

DALLAS, TX

NEW YORK, NY

Dallas Total Home & Gift Market........ 19-25 www.dallasmarketcenter.com LOS ANGELES, CA

LA Mart Summer 2020 Market – NEW DATES....................................................20-24

New Orleans Gift and Jewelry Show...20-23 www.helenbrett.com

CANCELED

LANCASTER, PA

Philadelphia National Candy, Gift & Gourmet Show...................................... 13-15

www.americasmart.com

www.offpriceshow.com

www.northeastmarketcenter.com

Atlanta Market – NEW DATES............ 13-18

ATLANTA, GA

www.helenbrett.com

AUGUST 2020

www.phillycandyshows.com

LAS VEGAS, NV

New York Fall Home Fashion Market Week...................................................... 14-17

ASD Market Week.................................... 2-5

BILLINGS, MT

STYLEMAX...............................................9-11

www.billingsmarketassoc.com

TORONTO, CAN

www.homefashionproducts.com

www.asdonline.com CHICAGO, IL

Billings Market Association Market.....18-20

www.stylemaxonline.com

PAROQUET SPRINGS, KY

DES PLAINES, IL

Toronto Gift + Home Market................. 9-12

www.rosehillgiftshows.com

www.silverliningshows.com

CHICAGO, IL

www.lamart.com

Louisville Gift Show..............................23-24

REV Chicago Boutique Show............. 22-24

www.cangift.org

DES PLAINES, IL

PHILADELPHIA, PA

Independent Garden Center Show......11-13

www.silverliningshows.com

www.midatlanticmart.com

Midwest Gift & Lifestyle Show – NEW DATES....................................................23-26

Mid-Atlantic Mart - September Showcase.......................................................23-24

www.igcshow.com

DALLAS, TX

PANAMA CITY, FL

www.rosehillgiftshows.com

www.dallasmarketcenter.com

www.pinnacle-shows.com

Agenda Las Vegas................................19-20

Dallas Western Market.........................25-28 DALLAS, TX

Dallas Apparel & Accessories Market...25-28 www.dallasmarketcenter.com OAKS, PA

Market Square The Buyer’s Cash & Carry....26 www.marketsquareshows.com DENVER, CO

Rocky Mountain Gift Show..................26-30 www.rockymountaingiftshow.com DENVER, CO

Denver Apparel & Accessory Market....28-30 www.denvermart.com ASHEVILLE, NC

Asheville Gift & Jewelry Show........... 28-30 www.gtshows.com LAS VEGAS, NV

2020 Summer Las Vegas Market – NEW DATES...............................30-SEP3 www.lasvegasmarket.com

COLLINSVILLE, IL

St. Louis Gift Show................................ 16-17

Panama City Beach Gift Show............23-25

LAS VEGAS, NV

DALLAS, TX

www.agendashows.com/las-vegas

www.dallasmarketcenter.com

Alberta Gift + Home Market ..............23-26

Dallas Total Home & Gift Market........23-25

ALBERTA, CAN

WILMINGTON, OH

www.cangift.org

www.heritagemarkets.com

Miami Asia America Wholesale Show......................................................30-31

Heritage Markets Cash & Carry Wholesale Show................................ 30

MIAMI, FL

See ad on page 21 GAYLORD, MI

www.asiaamericashow.com

The Northern Michigan Show...... 30-OCT1

www.silverliningshows.com CORPUS CHRISTI, TX

Corpus Christi Souvenir & Resort Show............................................... 30-OCT2 www.pinnacle-shows.com

OCTOBER 2020 GREENSBORO, NC

Greensboro Gift & Jewelry Show........... 2-4

See ad on page 29 www.gtshows.com 48 Smart Retailer AUGUST/SEPTEMBER 2020

LAS VEGAS, NV

SuperZoo...........................................31-SEP3 www.superzoo.org

SEPTEMBER 2020 MADISON, WI

Market Square The Buyer’s Cash & Carry...........................................................14 www.marketsquareshows.com CHICAGO, IL

Casual Market Chicago...................... 22-25 www.casualmarket.com

AD INDEX AUGUST/SEPT EMBER 2020 Keep Smart Retailer magazine flourishing by letting our advertisers know that you saw their advertisement in this issue.

This advertising index is an additional service. We assume no liability for any incorrect information.

1803 Candles............................................................................................................. 1803candles.com..................................................... 21 Alice’s Cottage............................................................................................................ alicescottage.com..................................................... 33 Blossom Bucket..........................................................................................................blossombucket.com.................................................... 49 Bright Ideas.................................................................................................................brightideasllc.com..................................................... 13 Cedar Creek Candles........................................................................................... cedarcreekcandles.com................................................ 31 Col House Designs.................................................................................................. colhousedesigns.com........................................... 15, 45 CR Designs.....................................................................................................................cr-designs.com........................................................ 37 CTW Home Collection........................................................................................CTWHomeCollection.com........................................31, 45 CWI Gifts........................................................................................................................ shopcwi.com....................................................11,45 Dadant Candles.........................................................................................................dadantcandles.com.................................................... 38 Gift for Life........................................................................................................................giftforlife.org......................................................... 47 Greenwich Bay Trading................................................................................................. gbsoaps.com......................................................... 43 H&T, LLC.....................................................................................................................bitchbagdrinks.com.................................................... 37 Heart the Moment....................................................................................................heartthemoment.com.................................................. 39 Heritage Markets.....................................................................................................heritagemarkets.com................................................... 21 Irvin’s Tinware..............................................................................................................irvinstinware.com............................................... 33, 45 Jacob’s Musical Chimes.............................................................................................jacobschimes.com..................................................... 39 JanMichaels Art and Home..............................................................................janmichaelsartandhome.com............................................ 25 Kurt S. Adler....................................................................................................................kurtadler.com......................................................... 51 Lancaster County Wholesale Mall.................................................................. lancasterwholesalemall.com...............................................5 Las Vegas Market (World Market Center Las Vegas)........................................... lasvegasmarket.com................................................... 29 Laurie Pollpeter Eskanazi Ceramic Artist....................................................................... lpeclay.com.......................................................... 39 Meadowbrooke Gourds...............................................................................................mbgourds.com........................................................ 23 Michel Design Works............................................................................................ micheldesignworks.com...................................................3 Old Town Soap Co.................................................................................................. oldtownsoapco.com................................................... 21 Pilgrim Imports........................................................................................................... pilgrimimports.com..............................................41, 45 Prairie Dance...............................................................................................................prairiedance.com..................................................... 19 Rustic Arrow.................................................................................................................. rusticarrow.com....................................................... 27 Sawdust City...............................................................................................................sawdustcityllc.com..................................................... 39 Soap & Paper Factory.........................................................................................soapandpaperfactory.com............................................. 37 Southern E-Scentuals.................................................................................... southernescentuals-wholesale.com....................................... 41 StockRoom Kentucky..........................................................................................facebook.com/stockroomky............................................ 47 Sydney Candle Co.....................................................................................................sydneycandle.com..................................................... 17 The Columbus Warehouse................................................................................ thecolumbuswarehouse.com............................................ 52 The Country House Collection....................................................................... thecountryhousecollection.com...................................... 7, 45 The Hearthside Collection.................................................................................thehearthsidecollection.com.........................................2, 45 ULINE................................................................................................................................. uline.com............................................................ 37 Vickie Jean’s Creations......................................................................................... vickiejeanscreations.com............................................... 21 Warehouse 151......................................................................................................... warehouse151.com................................................... 35 White River Designs LLC..................................................................................whiteriverdesigns@hotmail.com......................................... 43 Wind & Willow LLC...................................................................................................windandwillow.com................................................... 41 Windrift Hill ...................................................................................................................windrifthill.com...........................................................9 Wing Tai Trading................................................................................................ wtcollectionshowroom.com............................................. 35 50 Smart Retailer AUGUST/SEPTEMBER 2020