Retailers’ Panel

Three very different independent gift retailers share insights into their businesses

“Customers come in just to see

Humphrey, my British

Bulldog puppy. He ‘works’ in the shop from Tuesday to Friday and is quite a local celebrity!”

Lindsey Scott-Walker

Owner Feather Robins Duston, Northampton

Retail therapy has always been a passion of mine - it’s even listed on my CV under ‘hobbies and interests’! I enjoy nothing more than browsing round independent shops searching for new treasures.

Over the years, I’ve been a sales manager in different sectors. My last role was Head of Customer Engagement for Avery Healthcare, which predominantly involved recruiting, onboarding and training all the receptionists across 64 care homes in England. Due to collarbone surgery in December 2021 (and a very long recovery period), I realised it wasn’t in my best health interest to continue driving round the country, so I resigned. As a self-confessed shopaholic, I decided to have a career in something I loved. Feather Robins started as a gift shop pipedream in early 2022, which quickly soared into reality with the help of my family and friends, The shop opened in September 2022. It’s a small unit in a shopping courtyard just outside Northampton in Duston. Why is it called Feather Robins? It’s in honour of my parents. Twelve years ago, when Dad died, wherever in the world I was, I would find a white feather and my sister had a robin visit her garden. When Mum died in January 2022, my sister had two robins visit her garden. Hence the name. I stock gifts (general, baby, child, and wedding) and greeting cards for all occasions. I use around 20 suppliers. Key names are Sass & Belle, Miss Sparrow, Fable England, Biggie Best, and McGowan & Rutherford. I find products at trade shows, and via the trade press and personal recommendations. My selection criteria is quirky, unusual gifts at good price points.

What sets me apart from other gift shops? I’ve sourced stock from all over the world and, as I love colour and bright patterns, everything in the shop is colourful and tactile which has been very well received. Where possible our price points are impulsive rather than considered.

And in December we launched Feather Robins branded wax melts and candles. The shop’s previous tenant sold purely wax melts and candles, so people are still coming in thinking it’s the same shop. I contacted a local supplier through [online wholesaler] Faire which produces non-branded candles and wax melts, so each customer can brand their own. Our current best seller is the Honey Clementine fragrance, which I sold out of on Saturday!

Also, customers come in just to see Humphrey, my British Bulldog puppy. He ‘works’ in the shop from Tuesday to Friday and is quite a local celebrity! Trading is steady at the moment: word-of-mouth has been a great marketing tool for us and each week we are getting busier. I have also attended a social media course to maximise this channel: to get word out about the shop, help promote stock, and stay in the forefront of people’s minds. The most rewarding aspect of my job is when someone comes in and finds the perfect gift - and when customers share their experiences on social media. The most challenging part is juggling everything - from social media to pricing stock and networking - as there’s only me. My 2023 retail resolution is to control my ordering and keep the stock room tidy. Top 5 Best Sellers Looking ahead to the Spring/ Summer season, 1. Various greeting cards I’m excited about new stock ranges 2. Hills Interiors wall plaques and stories - and having the door 3. Miss Sparrow socks open all day! So, what’s my 4. McGowan & Rutherford feather lamps product business moment? Having the courage to 5. Feather Robins wax melts follow my dream and make it a reality.

Owner, Karen Ann Mclachlan

Karen Ann Mclachlan

Owner Abbey Gifts Arbroath, Scotland

“We are always open to expanding to new My career background is mainly in retail. Abbey Gifts was products” originally opened in 1996 by my mum, Mrs Ann Robson, who sadly passed away on November 2, 2022. I helped run the store and took over four years later when she retired. I’ve been here 22 years now, so I must be doing something right!

The shop is on the high street of Arbroath, a coastal town in the east of Scotland. It measures 325sq ft plus extra storage in the basement. Our range is very diverse, with a large assortment of products from candles and diffusers to sculptures and collectables. Core categories are jewellery, ornaments and handmade products.

Our key suppliers are Edge Sculpture, Nemesis Now, Joe Davies, Yankee Candle and Enesco. Among our most popular products are Edge Sculpture’s contemporary sculpted and hand-painted figures of animals. We sold four of the latest piece - the Highland Cow Bust - within two days, at £345 each! And Nemesis Now’s mythical collectables such as fairy and dragon figurines do very well too. I find products by researching various online sources, including suppliers’ websites, and by reading Gifts Today magazine

We are always open to expanding to new products: we recently trialled personalising gifts by creating sweet bouquets, light-up boxes and book folding, which has been very successful.

In this current climate, trading is challenging. The hardest aspect - for any retailer - is the higher day-to-day costs and the downtrend in high street shopping. The footfall is not the same as it was pre-Covid. In fact, I think it’s the toughest time I’ve ever experienced in our 26 years of being in business.

However, we find having a diverse range of products helps customers find the gifts they are looking for. Our window is changed on a weekly basis to give the shop a fresh look, and we do online marketing on social media platforms such as Facebook. We also offer free gift wrapping, gift vouchers, and personalisation with any purchase. The most rewarding aspect of having the shop is when I’m told a person was delighted with a gift that was purchased from us, and the friendships I’ve made with customers. But my proudest Abbey Gifts moment was when I won two accolades in the Scotlands Business Awards for Best Arbroath Business in 2016 and Best Craft or Creative Business in 2019, which was a great achievement.

Top 5 Best Sellers

1. Joe Davies Equilibrium jewellery 2. Life Charms jewellery 3. Nemesis Now Fairy figurines 4. Joe Davies Shell lamps 5. Enesco Willow Tree ornaments

Founder, Mrs Ann Robinson

Gifts Today RETAILERS’ PANEL

Bruce Wheeler

Owner Wheelers Luxury Gifts Loughborough, Leicestershire

I left school and embarked on a college course in retail management, followed by a work placement and eventually a full-time job as assistant manager and subsequently, a manager, with Sears Group.

My retail training led me into managing a china and glass shop. I thought at the time that this was a lovely trade, selling high-quality merchandise.

So in 1980 I decided to go it alone and open my own china and glass shop. Wheelers Luxury Gifts opened in August 1980 in a 10,000sq ft freehold premises in Loughborough. We came out of china and glass in the 1990s to go into the top-end luxury gifting market.

Our key categories are leather goods, travel goods, pens, homeware, Champagne, jewellery, handbags, cigars, and cigar accessories. We deal with 40 suppliers and source products by reading the papers to see what are the ‘in’ trends and shopping habits. Our main brands are Montblanc, Tumi, Paul Smith, Hugo Boss, Georg Jensen, Radley, Dom Perignon, and Laurent-Perrier.

What’s my selection criteria? If a brand is discounting their own product on their online site, or the product is being sold on Amazon or eBay on a discount, then we will not look at stocking it. Margin more than ever is key.

Over the years, we have - and are - moving more online, as the high street is a major challenge. The world is not a small place anymore and a huge marketplace for online retailers. We will always have a physical retail presence should anyone wish to view the products we sell, but online is the growth of the business going forward.

Six years ago we bought another website called Pensense, which offers a broader range of pens and writing instruments, along with a full range of fine stationery at different price points to the Wheelers site. This enables us to keep Wheelers top-end and have the Pensense site for more volume price pointed products.

Overall, trading is good. The top-end is usually recession-proof, but we still have to be mindful and careful as we are in for a challenging year. We heavily advertise on all media platforms and send weekly newsletters to our large database.

We also offer wish lists, gift vouchers, giftwrapping, and free UK delivery for an easy hassle-free shopping experience.

Plus, we offer a full personalisation service in-store on most of our products to create a bespoke gift. We also have a strong corporate side of the business: personalising gifts for corporate gifting.

Looking ahead, we will just keep doing what we are doing: adding new brands and personalisation machines.

The most rewarding aspect of my job is hopefully growing the business. And the most challenging? Third party couriers who we use to send our online orders. They are constantly making life difficult by losing parcels and delivering them to the wrong addresses!

Top 5 Best Sellers

1. Pens 2. Travel goods 3. Leather goods 4. Jewellery 5. Handbags