Retailer Matters 19

Retailer Matters The magazine exclusively for Lifestyle Express Retailers

PLUS‌

10

TOP TIPS

to guarantee happy Customers stay happy

Get fresh!

Cool ideas to make the most of your chiller

Stock the Core Range Fill your shelves with the right products and boost your sales

HEART OF THE

Community There’s more to running a successful Store than meets the eye

Issue

19

September 2013

welcome Issue 19 / September 2013

Welcome HELLO AND WELCOME to the new-look Retailer Matters.

As autumn approaches, it’s time to look at what lies ahead for Retailers.

Turn to page 20 to read about how Halloween is now worth more than £350 million and is the third-biggest

ON THE COVER

date in the retail diary, just behind

Thanks to our cover star Geeta Doal from Doal Food and News in Wheaton Aston in Staffordshire

Christmas and Easter. Children, big and small, are keen to dress up and spook family and friends, and with retail analysts forecasting another rise for UK Halloween sales, make sure you’re fully stocked on spooky treats.

This issue also gives you the low-down on Own Brands and why they are such an essential part of your Store. With shoppers facing continued tough times financially, budget brands and Own Brands are experiencing a real surge in sales. Turn to page 40 to find out more.

Throughout the magazine, you can get some great ideas and top

TOP FOUR STORIES

29 46 24 42

TOP 10 TIPS Find out how to stay ahead of the competition with these top service tips

GET FRESH Make the most of your chiller to increase footfall and sales right across your Store

STOCK THE CORE RANGE Why stocking the Core Range can make a massive difference to your business

CASH IN If you’re not taking part in Cash Back, you could be missing out on £1,000 a year

tips from other Retailers, and be inspired by some great success stories. Whether you want your Store to become the heart of the community (see page 32), or you’d like to earn Cash Back (page 42), or discover how to make the best of your Chilled and Fresh section (page 46), we’re sure you’ll agree that this issue is packed with great information to help you succeed.

I think you’ll approve of the new-look Retailer Matters and, as always, I want you to get involved. If you have a suggestion for a story, would like us to visit your Store, or would like to share your successes, please get in touch (see right) as we’d love to hear from you.

GET IN TOUCH, SHARE YOUR NEWS If you have news, top tips or ideas for features, get in touch with Retailer Matters.

Just pick up the phone and call

01926 319982 Drop us a line by email

retailermatters@ summersault.co.uk or write to us at Retailer Matters, Summersault Communications, 23-25 Waterloo Place, Warwick Street, Leamington Spa, Warwickshire CV32 5LA.

Have a great autumn, Retailer Matters is published six times a year

by Summersault Communications. To advertise, please contact Adam Turner on 01926 319932 or email adam.turner@summersault.co.uk. To discuss editorial, please contact Stephenie Shaw on 01926 319982 or email stephenie.shaw@summersault.co.uk.

Stuart Johnson Retail Controller, Landmark Wholesale

04 Retailer Matters

ISSUE 19 2013

Disclaimer: all prices listed are correct at the time of going to press, but may be subject to change.

contents

32 20 42

24

29 46

16 54 Core list Your at-a-glance guide to the top-selling products you need to stock

07 Industry d t news All the latest industry information

13 Retailer news The news that matters to you and your Store

16 Hot off the shelves Top tips for the must-stock products for the next few months

19 Back to school Stock up on stationery and create lunch box deals to make the most of the new school term

20 LLooking ahead Put fireworks and spooky treats at the top of your to-do list as Halloween and Bonfire Night approach

23 The big interview Geeta Doal explains how she got into retail and what makes her and her Store tick

32 Store profile Meet Calum Duncan, an ambitious young Retailer who has seen sales soar at his Scottish Store since joining Lifestyle Express

39 Top tips Calum’s advice on using technology to give your Store a boost

40 Own Brand Earn healthy margins with the rising stars of the retail industry

45 Snack Deal Earn up to ÂŁ260 in Cash Back with this new drinks and crisps initiative

63 The secrets of my success Bay Bashir reveals the things that make his Store stand out

66 Inbox Fearful of Facebook, terrified of Twitter? Top tips to make friends with social media

66

50 Community news Pam and Dal Uppal support local children in eating well

ISSUE 19 2013

Retailer Matters 05

industry news

Time to go back to basics in the kitchen says Delia, we’re not all masterchefs TV CHEF DELIA SMITH has lashed out at modern cookery TV shows such as MasterChef for intimidating aspiring amateur cooks, saying that, as a nation, we’ve lost the art of home-cooked food.

But is that true? There’s definitely an interest in culinary creations, as Britain is buying recipe books in huge numbers. Total UK sales of food and drink books (excluding ebooks) grew from just under 7.5 million in 2008 to 8.7 million last year, with Jamie Oliver’s Jamie’s 30 Minute Meals remaining the fastest-selling non-fiction title in UK book-publishing history, selling more than 1.79 million copies since its release in 2010.

It’s not just books, there’s a hunger for cooking on the net too. Delia herself has launched an online cooking school, while Jamie Oliver launched his own YouTube channel, Food Tube, earlier this year. At the last count he had around a quarter of a million subscribers and has had more than 11 million views.

Jamie’s 30 Minute Meals book has sold 1.79 million copies

And it’s not just professional TV chefs getting in on the online act. With thousands of cookery blogs, the Internet is What do your shoppers seem to bursting with all favour – ingredients for a things culinary. So are home-cooked meal or something easy and ready-made? Get in consumers really touch with us afraid to get creative in the kitchen or is Delia retailermatters@ underestimating them?

WHAT DO YOU THINK?

summersault.co.uk

The Internet has a feast of sites for food lovers, including offerings from Delia and Jamie

Plain packet plans on hold The UK government waits for results of Australian ban on branded packs PLANS TO INTRODUCE PLAIN packaging to packets of cigarettes have been put on hold while the UK government waits to see whether smoking levels have fallen in Australia.

Australia introduced a plain packaging rule six months ago. Since then, cigarettes have only been permitted to be sold in dull green

packets with prominent health warnings on.

The aim is to prevent teenagers from starting smoking by removing branding and colourful, attractive cigarette packaging, as research revealed that plain packaging was particularly unappealing to teenagers and young adults.

Calorie countdown A STUDY HAS SHOWN that the average adult Briton has reduced their daily intake by around 600 calories.

The research, part of a five-year study by the Institute for Fiscal Studies, shows that this is almost entirely down to a healthier attitude to food and drink at home. The average Briton is choosing cereal over a fried breakfast and opting for chicken, fish, fruit and vegetables over processed foods, and consuming less red meat and alcohol.

However, while the study shows that overall calorie intake was down, the lure of takeaways, sweet treats and fizzy drinks remains strong, with calorie intake from those up by around 15%.

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Retailer Matters 07

MR PICS/SHUTTERSTOCK.COM

Relearning the art of the home-cooked meal

news

Tougher times force shoppers to think discount As the recession shows little sign of easing, shoppers are turning their backs on loyalty in favour of big savings with budget brands AS SHOPPERS ACROSS THE UK continue to be hit hard by spiralling living costs, budget brands and discount Stores are coming into their own, with rocketing profits and countless industry accolades.

With some households in the UK

struggling even to pay essential bills, discount Stores and budget brands have never been so popular. Discount chain Aldi is outshining its more upmarket competitors by enjoying unrivalled sales growth of more than 30% and opening new Stores at a rate of two per

NEW THREAT FROM DISCOUNT STORES According to him!’s discounter tracking programme 2013, discount Stores are proving a force to be reckoned with when it comes to top-up shopping, which could threaten independent Retailers.

The study shows that as many as 46% of UK adults are intending to use discount Stores more for top-up shopping. This is particularly true for those with more time to visit multiple Stores, such as those who are stay-at-home parents or retired, with the main driver being cheap prices.

month. But while consumers may want to save money, they don’t want to compromise on quality, and this is where some budget brands are really cornering the market.

In June, Aldi was named Supermarket of the Year by The Grocer and Which?, winning out against high-street competitors in blind taste tests. Many of its budget Own-Brand products, such as gin, yogurt, hams and sauces, triumphed in taste tests, leaving well-known brands trailing behind.

MAXIMISE ON THE TREND The trend continues in other areas, with Skoda pipping more prestigious competitors to be crowned Best Motor Manufacturer and Primark reporting

Capitalise on the current trend for budget buying

soaring sales figures for the first half of the year, up 24%.

Retailers can maximise on this trend by positioning Lifestyle and Lifestyle Value products alongside branded goods. Place promotions in eye-catching places and tell Customers about the latest offers or new product lines. Reinforce Great Value Every Day to each and every Customer.

Changes in the pipeline for e-cigarettes Electronic cigarettes to be classed as medicines, under new licensing regulations NEW REGULATIONS to be introduced in 2016 will see all electronic cigarettes licensed as medicines in the UK. Electronic cigarettes replicate smoking without the use of tobacco, turning nicotine and other chemicals into a vapour that smokers inhale.

The government has discovered that there is huge variation in the quality of e-cigarettes currently available, with many not meeting safety and quality standards. As a result, the UK’s Medicines and Healthcare Products Regulatory Authority argues that all products containing nicotine, such as gum, patches and mouth sprays, should be subject to a medicines licence. It is

XX 08 Retailer Matters

believed that France, Germany and E-cigarettes Denmark are likely to follow suit. will soon have The electronic cigarette industry to be licensed is fast growing and already generates as medicines £100 million in sales in the UK, a figure that is likely to increase to £250m by next year. E-cigarettes are used by an estimated 1.3 million people.

Health bodies are worried that a change in legislation could blur existing World Health Organization Would you be happy to rules that prevent stock e-cigarettes alongside your tobacco companies tobacco products? entering the e-cigarette Email us with your thoughts: market, and lead to big retailermatters@ tobacco companies supplying the NHS. summersault.co.uk

ISSUE 19 2013

WHAT DO YOU THINK?

Lads’ mags could land Retailers in hot water Lawyers warn Retailers: you may be guilty of sex discrimination LAWYERS HAVE WARNED that Retailers who continue to display lads’ mags and titles with pornographic front covers could face legal action by staff and Customers.

In a letter published in the Guardian, 14 equities lawyers said displaying such publications in a Store could constitute sexual discrimination and harassment under the Equality Act 2010.

A campaign by UK Feminista and Object is calling for high-street Retailers to immediately remove lads’ mags from their shelves.

“While consumers may want to save money, they don’t want to compromise on quality, and this is where some budget brands are really cornering the market”

DISCRIMINATION ‘Each one of these Stores is a workplace.

Displaying these publications in workplaces, and/or requiring staff to handle them in the course of their jobs, may amount to sex discrimination and sexual harassment contrary to the Equality Act 2010,’ the lawyers wrote.

There have been previous cases where employees have successfully sued their employer for exposing them to pornographic material at work.

In addition to this, parenting website Mumsnet has called for Retailers to

Retailers could face legal action over lads’ mags

ensure that adult material is positioned out of view of young children, either by placing it on the top shelf or by using opaque covers to conceal the images.

Association of Convenience Stores (ACS) said there was a long-standing industry code of practice on the responsible selling of lads’ mags that has been reissued in the past year.

A new twist for wine drinkers We’ve long debated whether cork or screw top is best, but there’s a new top in town FEW THINGS ANNOUNCE the beginning of a relaxing or sociable evening more than the unmistakable sound of a bottle of wine being uncorked. But due to the rise in popularity of the screw top, this is fast becoming a distant memory.

TRADITIONAL The traditional combination of bottle and cork is rapidly being replaced by the screw top, which, most critics say, keeps wine fresher and guarantees a better taste, with the exception of the more expensive wines, which may age better with oxygen. For wine lovers though, the creak and pop of a bottle

being opened is part of the enjoyment and twisting a top is a poor substitute.

To remedy this, there’s now a new top offering a nifty combination of the two. The Helix ‘twist to open’ system consists of a cork stopper and a glass bottle that has an internal thread finish in the neck. No need for a corkscrew, as it opens like a screw-top bottle, though with the addition of a pleasant ‘pop’.

And the real beauty of this? It’s as easy to reseal as it is to open.

The design follows research that found an overwhelming preference for the cork and glass bottle combination, and it will be aimed at the £5 to £10 popular premium market.

Screw tops are a big hit with drinkers

The buzz around the Helix suggests it is likely to take off, but as it will take around two years to reach the shelves, be sure to keep corkscrews close by when shoppers purchase their wine.

WHAT ARE YOUR THOUGHTS? Are you concerned about how members of your staff might react to lads’ mags? Let us know at

retailermatters@ summersault.co.uk

Evening workers most at risk A HOME OFFICE SURVEY of business crime has highlighted the importance of Retailers making adequate provisions for the safety and security of evening workers.

The Commercial Victimisation Survey revealed that in the retail sector, 83% of assaults and threats took place during the week – Monday to Friday – and 77% of assaults and threats took place between 6pm and 6am.

The findings follow research published by Association of Convenience Stores in 2012 that showed 89% of convenience Store Retailers were the victims of theft in 2012, with 69% suffering verbal or physical abuse.

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Retailer Matters XX 09

news

SALES OF FRESH BURGERS ARE UP 37.3% year-on-year, aided by sunshine and consumer concern after the horsemeat scandal.

THE NUMBER OF SHOPPERS seeking out British food is at a record level. Research from IGD ShopperVista shows younger shoppers and families are driving this growth.

THIS SU SUMMER has seen record ssales of British berries, despit despite rising prices and diffic difficult growing conditions.

WHAT’S

HOT What’s good and bad in the industry

WHAT’S

NOT THE SCOTTISH SH GOVERNMENT NT wants Retailers to t introduce healthy choice meal deals and remove confectionery from till points and aisles close to checkouts and pull price promotions in light of an obesity crisis.

SALES OF FROZEN BURGERS continue to fall despite the barbecue season, with consumers preferring to buy fresh or veggie products.

Sales of frozen ready meals have also fallen following the horsemeat scandal.

XX 10 Retailer Matters

Retailers taking the hit on pay Many earn less than the minimum wage, but the future looks good FIGURES RELEASED BY Association of Convenience Stores (ACS) have revealed that Store owners are sacrificing their own wages to keep their Stores open and pay staff.

The Voice of Local Shops survey showed that 55% of shop owners believe that when compared to the number of hours they work, they earn less than the minimum wage (currently £6.19 per hour) from their business. It also showed that 69% of independent Retailers believe they earn less per hour than the living wage (£7.45 per hour).

The ACS Local Shop survey revealed last year that 60% of Retailers surveyed worked more than 50 hours a week, while 31% took less than 10 days’ holiday per year.

ACS Chief Executive James Lowman said: “Faced with a tough economic climate, rising costs and competitive pressures, Retailers are working harder than ever. They do it because they love their job and are committed to serving local communities. This is shown by the continued investments they are

Store owners work long hours for low wages

making in their communities, despite the pressure they are under.”

However, signs are that there is still a bright future ahead. In 2012, the sector was worth £33.9 billion, which accounts for more than a fifth of the entire grocery sector. There are more than 49,000 Stores across the UK, employing more than 372,000 people.

HAVE YOUR SAY Do you think this is true? Are you working longer hours in order to keep your Store open and pay your staff? We want to hear from you. Share your views:

retailermatters@ summersault.co.uk

Bag charge for charity Scottish Parliament acts to reduce impact on environment BY 2014, SCOTTISH RETAILERS will charge for plastic carrier bags in a bid to encourage shoppers to cut down on the 750 million bags used in Scotland each year.

Environment Secretary for Scotland Richard Lochhead said: “Discarded carrier bags highlight our throwaway society. We use more carrier bags per head in Scotland than any other part of the UK and this is unsustainable.”

discarded, we can cut litter, and its impact on our environment and economy. A small charge should also encourage us all to think about what we discard and what can be reused.

“We have seen elsewhere that carrier bag charging has been effective in encouraging people to reuse bags. This charge is not a tax, but will see Retailers donating the proceeds to charity – this could be up to £5 million per year.”

DECISIVE

CHARGE

“Carrier bags are a highly visible aspect of litter and we are taking decisive action to decrease their number. By reducing the amount being carelessly

Regulations will be introduced in the Scottish Parliament in time for businesses to start charging by October 2014. Other countries have already

ISSUE 19 2013

implemented a similar charge. The charge will apply to single-use bags of any material, not just plastic. All Retailers will be required to charge, not just supermarkets. However, smaller businesses will not have to report the number of bags they sell or how much they donate to charity, but it is expected that Retailers display these figures in Store for shoppers to see.

Some bags will be exempt, mainly for health and safety reasons and privacy, such as bags for prescriptions, certain fresh foods (including fruit, unpackaged meat or fish) and unpackaged blades, but work on this is ongoing.

retailer news

Shoppers are put off by yellow lines

Lack of parking means a lack of shoppers CHRIS GREEN/SHUTTERSTOCK.COM

London Retailers have been hit hard by the UK’s strict parking regulations and their businesses are really feeling the pinch, says a recent survey LONDON STORES STRUGGLE with parking charges and enforcement, according to a recent survey.

The Voice of Local Shops survey by Association of Convenience Stores (ACS) polled 1,100 independent Retailers in England, Scotland and Wales. It found that nationally, 40% of convenience Store Retailers said that a lack of Customer parking had a negative effect on their business. In London, however, this rocketed to 71%.

According to London Retailers, other major causes of inconvenience for Customers include double yellow

lines (63%), lack of off-street parking (71%), overzealous parking enforcement (63%) and on-street parking charges (54%). It also showed that London Retailers have struggled the most in terms of sales from April to June, with 61% reporting a decrease in sales compared with the national average of 48%.

COMMON SENSE ACS Chief Executive James Lowman said: “While consumer habits are changing toward ‘little and often’ purchases, overzealous parking

enforcement and a lack of space to park are pushing Customers away into out-of-town supermarkets. We are calling for a common-sense attitude to parking, and believe that Customers should be able to pop into their local shop to pick up essential groceries without the fear of being given a fine.”

The results come after Communities and Local Government Minister Eric Pickles called for motorists to be given a grace period to park outside shops without having to pay.

IS PARKING AN ISSUE FOR YOU? We’d like to hear your stories.

Contact us on

01926 319982 retailermatters@ summersault.co.uk

ISSUE 19 2013

Retailer Matters 13

news

Inbrief Triple award win for SU SUNSHINE S HEATS HE UP U P SALES Th outbreak The of hot w weather this ssummer led to a second cons consecutive monthly sales increase.

The British Retail Consortium said total retail sales for June were up 1.4% on a like-for-like basis, following a rise of 1.8% in May. Food sales rose by 1.4% in June, despite tough comparisons with the Diamond Jubilee last year, with sales of drinks and ice creams increasing as the weather improved.

The July heatwave also boosted retail figures, with burgers, sausages, and barbecue food and drink flying off the shelves.

Landmark Wholesale Group voted Best Cash and Carry for Customer Service, Best for Own Label and Best Overall Cash and Carry Retailer at him! Awards LANDMARK WHOLESALE picked up three prestigious prizes at this year’s him! Wholesale Awards.

The Group won Best Cash and Carry for Customer Service, Best for Own Label, and Best Overall Cash and Carry Retailer at the ceremony, which was held at The Belfry hotel in the West Midlands on Thursday 11 July.

Managing Director Martin Williams said: “This is a fantastic achievement and a credit to our Members and staff, who demonstrate the drive, enthusiasm and commitment that are characteristic of the Wholesale Sector. The him!

Wholesale Awards are based entirely on Retailer and Caterer Customer feedback. To win an Award in any of the major categories is a huge achievement, but to have won three is truly exceptional.”

(l-r) James Bielby, Federation of Wholesale Distributors Chief Executive; John Searle, Landmark Wholesale Trading Director; Jill Livesey, him! Shopper Insight and Marketing Director; Martin Williams, Landmark Wholesale Managing Director

WELSH BAG DROP The number of disposable carrier bags used by Welsh supermarket Customers has dropped by 76% a year after a 5p levy was introduced.

In England, the only part of the UK without a charge, carrier bag usage rose by 4.4%.

VALUE PRODUCT BOOM The number of economy product launches has overtaken premium launches in the UK for the first time.

Economy launches accounted for 9% of new food and drink products in 2012, while premium launches accounted for 7%.

14 Retailer Matters

Member snaps up wholesale business When a Member retired, Blakemore Wholesale had the perfect solution LANDMARK WHOLESALE Member Blakemore Wholesale has recently bought family business Lowries Wholesale, following the news of owner Peter Lowrie’s forthcoming retirement.

Lowries Wholesale, which has depots in Penrith, Hexham and Killingworth, was formed in 1983 and has been a long-standing Member of Landmark Wholesale.

BUSINESS STRENGTH “Lowries has been a fantastic Member over the years and we are delighted that the business has gone to a fellow Landmark Wholesale Member,” said Martin Williams, Landmark Wholesale Managing Director. “The strength of

ISSUE 19 2013

Blakemore Wholesale adds Lowries to its business

Lowries is a credit to Peter and to the business, and it’s a credit to the group that Blakemore wanted to buy another Member’s business.”

Chris Doyle shares the good news

Great results for Landmark LANDMARK WHOLESALE HAS announced growth of 8% in Own-Brand sales for 2012/13, after an impressive 27% gain on the previous year.

Chris Doyle, Landmark Wholesale Business Development Director, said: “It’s still very tough out there, so it is pleasing to report such a promising start to the year. We’re working hard to promote all our Own Brands and Value Own Brands with NPD activity, as well as Business Drives planned to help Independents to compete effectively.”

New Lifestyle Express website launches The new site is designed to provide new and existing Lifestyle Express Retailers with all they need to know about running a successful business THE NEW WEBSITE FOR Lifestyle Express Retailers is now live.

The website, which is designed to be one of the main channels of communication between Retailers and Landmark Wholesale, is aimed both at independent Retailers who are looking to switch to Lifestyle Express, as well as those who are already trading under the banner of the fascia group.

LIFESTYLE EXPRESS RETAILERS Existing Retailers will benefit from a dedicated section that provides information and support on how to make the most of their business.

The password-protected area contains advice on key topics such as Core Ranges, Must Stock items,

seasonal planning and planograms. A Retailer advice area will offer guidance on topics such as business expansion.

Retailers will also be able to download the latest edition of Retailer Matters and other key publications.

WHOLESALE MEMBERS In addition, key sections of the website will be promoted on each of the Landmark Wholesale Member websites, helping independent Retailers to easily find information relating to Lifestyle Express.

INDEPENDENT RETAILERS Independent Retailers who are looking to make the leap to Lifestyle Express will be able to find out all they need to know from the site, including the benefits and how to join. There will also be a selection of real case studies of Retailers who have already made a successful switch to Lifestyle Express for interested Retailers to take inspiration from.

VIEW IT ON THE GO The new site is built using responsive design, which means Retailers will be able to view it just as well on mobile phones and tablets such as iPads, as

they can on desktop computers.

By now, all Lifestyle Express Retailers should have received a personalised letter from Landmark Wholesale containing information about the new website and their unique log in code. Use it to log on today and start making the most of this unique and exclusive content.

If you’ve not received your letter yet, contact Vicky Johnson on 07947 558305, or email vicky.johnson@ lmkcc.co.uk for more information.

CHECK OUT THE WEBSITE TODAY AT WWW.LIFESTYLE-EXPRESS.CO.UK

ISSUE 19 2013

Retailer Matters 15

ADD SOME SPARKLE TO YOUR SHELVES Landm Landmark Wholesale has introduced Santa Loretta Prosecco, a new spark sparkling white wine, to its range, which is proving to be a sure-fire hit with shoppers seeking something special.

The Prosecco, the fully sparkling, spumante-style wine from no northern Italy, has an ABV of 11.5% and comes in a 75cl bottle w with a retail price of £7.99 – giving Retailers a POR of 20%.

John Fergusson-Cooper, Landmark Wholesale’s Trading Controller for Wines and Spirits, said: “Prosecco is currently the C m most popular Italian sparkling wine, having seen sales increase to more than £25 million over the past few years. Santa Loretta is m m made from the Glera grape variety and sourced in the Veneto and Friuli regions of northern Italy. a “This is another Great Value Everyday Own-Brand line and, with a competitive retail price and a high POR, we expect w S Santa Loretta to be hugely popular with our Members, Retailers, caterers and consumers.”

R

Selling like Here’s our guide to some of the must-stock products for your shelves in the months ahead

SOM SOMETHING WORTH CELEBRATING CEL first ever Wholesale Quality Food The fir Award Awards have named The Narrows Sauvignon Blanc as winner of the White Sauv and Rosé Wine Category, beating some strong opposition. stro The judging panel, made up of a team of respected industry experts, te said that it offered great value at £6.29 and was well suited to take advantage of the growing demand for New Zealand wines in the UK. The awards are a collaboration between Independent Retail News magazine and the Quality Food Awards, and were launched this year to recognise excellence in new product development in Wholesaler Own-Brand ranges for independent Retailers and caterers.

Also worth celebrating is the shortlisting of LSV Blue Isotonic Berry Tropical in the Soft Drinks Energy Category.

XX 16 Retailer Matters

ISSUE 19 2013

SNACK-SIZE PROVES TO BE E BIG TREAT A Mars has launched multipacks of snack-size treats, price-marked at £1.

Ideally suited for independent Retailers with limited space, multipacks of snack-size chocolate have a proven track record as a hit with shoppers and

have experienced a real surge in popularity in the past 12 months.

Multipacks of Mars, Snickers and Twix are three of the top-four performing multipacks for independent Retailers.

hot off the shelves

THE PROOF’S IN THE PUDDING Watch out tea break, there’s a new biscuit hitting the aisles.

McVitie’s Digestiv Digestives has launched Creams, sandwiching Cheesecake Cream cheesecake-inspired c cream fillings between two digestive biscuits for the ultimate sweet treat. wrap, in two flavours, The new 168g roll w Vanilla and Lemon, iis available at a MRRP of £1.36. T The range is also available price-marked in £1.19 £ packs, offering Retailers pa the th chance to deliver visible value to Customers. vis Try positioning on an end aisle to maximise visibi visibility and sales.

COFFEE BREAK The world’s number-one vodka portfolio, Smirnoff, has launched a new flavour to add to its range of flavoured vodkas.

Smirnoff Espresso combines Smirnoff Red with real coffee beans and is aimed at Customers who are keen to explore new tastes. It also offers Retailers the opportunity to drive vodka sales in Store, as the flavoured vodka market is growing.

In the UK alone, flavoured vodka is worth £88 million in the on-trade and £28m in the off-trade.

Smirnoff recommends that Smirnoff Espresso is served with cola and ice, so position bottles of cola close by.

Smirnoff Espresso, ABV 37.5%; 70cl

hot cakes REMEMBER, NEXT TIME YOU’RE IN DEPOT, PICK UP A RETAILER BEST SELLERS GUIDE AND LOOK OUT FOR SHELF HIGHLIGHTERS AROUND THE DEPOT

Pimm’s Blackberry & Elderflower – ABV 5.4%; 250ml Gordon’s With a Hint of Cucumber – ABV 6.4%; 250ml Gordon’s With a Dash of Elderflower – ABV 6.4%; 250ml Archers Woo Woo – ABV 6.4%; 250ml

KEEP AN EYE OUT FOR… THE MERRYTEASER REINDEER

A NEW TWIST ON OLD FAVOURITES Diageo has launched some great new flavour options for the long drinks market.

Certain to be a big hit this summer, the fresh-tasting drinks will make excellent additions to Retailers’ shelves for shoppers who fancy their favourite tipple with a new twist or for those who feel like trying something new. Merchandise together in the fridge to generate impulse purchases.

Hot on the heels of the ever-popular MaltEaster Bunny, Mars are launching an addition to the brand in time for Christmas, ideal for those festive impulse buys and perfect for last-minute stocking fillers.

Building on Maltesers’ position as the UK’s p third-largest chocolate brand, t tthe Merryteaser is in the shape of a reindeer and has s tthe same crunchy, creamy Maltesers centre that is only M ffound in seasonal products.

Available in cases of 32, A with an RRP of 65p. w

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Retailer Matters XX 17

looking ahead

N F D % O R R K WR VF As the summer holiday draws to a close, do your homework and stock up on new term essentials to send your youngest Customers off to school happy FOR MANY PARENTS the start of September is greeted with relief as the kids head back to school. Make sure you’re ready for the new term with purse-friendly stationery buys and great lunch box ideas.

Children can never have enough pens, pencils and crayons, so these are worth stocking up on. Add to that notebooks, rulers, erasers and novelty pencil case items and your young shoppers will be clamouring to spend their pocket money in your Store and will want to return for more.

HEALTHY TREATS Appeal to busy parents by offering tasty treats and healthy ideas for lunch boxes. The ideal lunch box should contain starchy carbohydrates, fruit and veg, protein, dairy and a drink.

Point Customers in the right direction for cartons of fruit juice or bottles of flavoured waters. Promote individually wrapped cheeses and yogurts, and have fresh fruit and vegetables available.

Where you can, position lunch box staples together to encourage cross buying. If a particular brand of drinks carton is popular in your Store, try

adding dried fruits, cereal bars or tasty treats alongside it. Encourage shoppers to stock up for the busy week ahead by promoting the key lunch box favourites in larger quantity multibuys.

Consider stocking brightly coloured plastic food and drinks containers as a brilliant impulse purchase.

KEEP THEM COOLL Ice creams will always be an n affordable impulse buy for children, so maximise your margins by stocking up on ranges of hand-held ice creams. ams.

ISSUE 19 2013

Retailer Matters 19

looking ahead

Dates for your diary…

Autumn brings with it some of the biggest retail dates of the year, so get planning your promotions in good time to make sure your Customers are in for a real treat FRIGHTFULLY GOOD SALES 31 OCTOBER WITHOUT DOUBT, the biggest autumn date for Retailers is 31 October, when Retailers can get into the spirit of Halloween by tantalising shoppers with spooky snacks, tricks and treats.

The UK’s Halloween industry is worth more than £350 million, which makes it one of the UK’s most lucrative festivals. It is now the third most significant event in the retail calendar after Christmas and Easter, and is bigger than Valentine’s Day and Mother’s Day.

FEARSOME Retail analysts have forecast UK sales for Halloween will rise again this year, compared with a decade ago, when consumer spending on Halloween was just £12m. Last year, the biggest spend was on confectionery, followed by pumpkins, party food and costumes.

If you’re looking to embrace all things fearsome and frightening, here are our top tips for spooktacular Halloween sales.

Q Decorate your Store. Not only will you be embracing the festivities, but you’ll also be likely to drive impulse buys on pumpkins, costumes, accessories and confectionery. Talk to your Wholesaler to find out what they’ll have on offer. Giving your Store a grotto-like feel will encourage footfall and new Customers as word spreads.

Q Get into the mood with music.

Think Monster Mash, Michael Jackson’s Thriller, Ghostbusters.

Q Promote the latest confectionery offers, especially children’s variety packs and Halloween-specific brands.

Q If you’re selling pumpkins, don’t forget tea lights. Ask shoppers if they need them.

Q Novelties, such as costumes, false teeth and face paints, could be great sellers in your Store.

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ISSUE 19 2013

Make a display of fun impulse buys to grab attention

Be ready for more trick or treat buys with bags of seasonal confectionery

Don’t forget

DO YOU LOVE HALLOWEEN IN YOUR STORE? Send us your stories and photos to

retailermatters@ summersault.co.uk DIWALI 3 DIWALI, 3-7 7 NOVEMBER 2013 This year, Diwali, the festival of lights celebrated

by Hindus, Jains and Sikhs, begins on 3 November and lasts for five days. Have a range of sweet treats on offer for Customers wanting to celebrate.

REMEMBER, REMEMBER 5 NOVEMBER HOT ON THE HEELS of Halloween comes Bonfire Night on 5 November, another rocketing event for sales.

Make sure you change your displays to showcase the event as soon as Halloween has bitten the dust.

Expect demand for party foods, snacks, soft drinks, and chilled beers, ciders and wines to be higher than usual.

Last year, only 29% of Britons celebrated Bonfire Night, but those who did, did it in style, spending more than £386 million on fireworks, party food and organised displays.

This year, Bonfire Night falls on a Tuesday, so expect the demand to peak the weekend before. Make sure your shelves are bursting with bangers, bread rolls, snacks and drinks for bonfire parties with family and friends. nds.

CHRISTMAS AND NEW YEAR It’s never too early to start planning for Christmas and New Year. Start stocking up now on festive items and plan your promotions.

Ask your Wholesaler about y the latest offers.

PLAYING SAFE P It not all sparklers, rockets and It’s hot dogs, Bonfire Night brings with h it lots of risks and regulations, so here are our tips for a safe, fun h celebration. c Q The Health and Safety Executive’s guidance for anyone storing fireworks g is a must-read for Retailers.

Q Talk to your local authority trading sstandards department to ensure you get the appropriate authorisation, and g sstick to all rules and regulations.

Q Get your Customers’ attention by creating an eye-catching sales display c (but remember, empty boxes and (b POS only).

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Q Refresh your range of party essentials, such as chilled alcoholic olic drinks and snacks.

Q Plan some explosive promotions, ons, such as free bread rolls with sausages usages for hot dogs, or buy one get one e free on sauces for burgers.

Q Stock up on traditional items such as toffee apples, treacle toffee and nd baking potatoes.

Q Ready-to-drink products are popular at this time of year, so fillll your chillers and shelves so that shoppers ppers can grab and go.

Q Promote any Bonfire Night specials at busy areas near till points to inspire impulse buys.

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Always check fireworks rules and regulations

Retailer Matters 21

the big interview

THE FINER DETAILS… AT WORK… Q What’s the most st popular product you stock? LSV Energyy ed Drink – price-marked at 35p.

Q Most popular promotion? Large bag of Doritos.

Q The best thing about my job is… being there when Customers need to talk to someone.

ATT HOME… A

RETAIL

in detail

Q Favourite h holiday d destination?

A Atlantis The P Palm in Dubai.

Q What would you choo choose as your last meal? Fusilli pasta with garlic, cherry tomatoes and rocket, and a glass of red.

Q Favourite childhood memory: My toes. Crisp grandma’s jacket potatoes. on the outside and melting lting in the centre.

Q How do you fill your ur spare time? Shoe shopping.

Geeta and Chani Doal own Doal Food and News in Wheaton Aston,, Staffordshire. Here, Geeta talks to Retailer Matters about her life in the Store

IRINA SCHMIDT / SHUTTERSTOCK.COM

Q

Have you always wanted to be a Retailer?

Q

What has been the highlight so far?

No, my ambition was to go into the medical profession. I achieved high grades at school and was aiming for university when I met my husband. Then, all I wanted to do was get married and leave school.

We get a real buzz from supporting events in the local community, such as raffles, coffee mornings and fundraisers for local charities. I also took part in a tandem parachute jump to raise money for breast cancer charities.

Q

Q

How did you become a Retailer?

My husband’s dream was always to have his own Store and after we had our two beautiful sons, we thought it was time to act on our dreams. We drove around the UK in search of the perfect village Store and found it just 20 minutes from where we lived. Within weeks the Store was ours and we began trading immediately.

Q

What has been your most challenging time?

The most difficult task was filling the shop on a budget and getting ready to open for the first day. My mum visited me that morning and I was scrubbing mould from the fridges – she almost cried. But there was no time to get emotional, we needed to start trading.

We’ve now been in the Store for seven years.

How has moving to Lifestyle Express benefited your Store?

We have now refitted the Store to Lifestyle Evolution standard, which has made the shop look fresh, light and professional. They have a good range of Own-Brand products, so we can provide options for Customers who are on a budget. They are also very good at promotional support by offering a new promotion every four weeks, providing promotional materials to display and point of

sale. Our area manager is a wonderful help and very supportive of anything that we want to do in the Store in terms of fundraising.

Q

Any big plans for the future?

Q

What’s your favourite time of the day?

A Store extension is on the cards so that we can improve the range of products we stock and give us the space to introduce a bake-off system for food-to-go. Most importantly to us, it means we are able to create job opportunities within the village.

When I pick my boys up from school. Talking about their day and what they have learnt, doing homework, baking, and having lots of cuddles and laughs makes even the most stressful day instantly better.

TOP Being a Retailer isn’t just about earning money: a TIP successful Retailer will fit in with the local community.

Do something for someone in your Store every day and not only will you make them feel better, but you’ll feel better too.

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Retailer Matters 23

feature Core Range

stuff THE RIGHT

Retailers know that the secret to success is having the things their Customers want, but how do you know you’re stocking the best things for your shoppers and your sales potential? Retailer Matters explores why Core Range is such a boost for your business

G

etting your product range right is the most important thing you can do to ensure your Store is valued by the people who use it. Fully stocked shelves that are bursting with the must-buy products that your Customers need are essential to a Store’s success.

The products that your shoppers want to buy can be many and varied, and it’s impossible to stock everything in the limited space that a local Store has. Therefore, you need to make the right choices and be disciplined when selecting and refining the range of products on your shelves.

STARTING POINT But with such an array of products available, where do you start? Well, Landmark Wholesale has done the research and the hard work for you and created the perfect starting point for any local Store – a Core Range of 860 bestselling products.

“Stocking this range of bestselling products is the single most important thing you can do

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ISSUE 19 2013

to m make a positive impact on your business,” sai said Stuart Johnson, Retail Controller.

By stocking the Core Range, you’ll know you have the key products Customers will be loo looking for when they visit your Store. You’ll als also know that you’re offering an impressive mi mix of products at different price points to sat satisfy shoppers on different budgets.

You should always think about whether

£1,000 The average rise in weekly sales that a Store could see by stocking the full recommended range

your product range gives your Customers choice and covers the ‘good, better, best’ principle. By stocking the Core Range, you’ll be delivering this, which will maximise your sales and profit potential. Good is Lifestyle Value Own Brand, great products at the lowest possible prices for shoppers looking to spread the weekly budget that bit further.

Better is Lifestyle Own Brand, great quality Own-Brand products to match those offered by the supermarkets, providing consumers with Great Value Every Day. Best is the bestselling branded products, the big names that your Customers trust and expect to find on the shelves of your Store.

HOW IS THE CORE RANGE DECIDED?

Must Stock “Stocking this range of bestselling products is the single most important thing you can do to make a positive impact on your business”

SO WHAT DO I DO? The best way to get started is to pick up a copy of Retailer Best Sellers from your Landmark Wholesale depot. Start slowly and make a plan of how you can gradually introduce the Core Range over a period of time.

Break your Store down into manageable chunks and tackle just one Category at a time.

Check your range in the given Category against the items listed in Retailer Best Sellers

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A vast amount of work goes into deciding what products should feature in the Core Range each year. The Category planners at Landmark Wholesale work in conjunction with the 55 top suppliers to identify which products deserve to be included. A combination of industry sales statistics and Landmark data collected from more than 20,000 Retailers that buy their stock in Landmark’s network of depots is used to determine exactly which products in each Category should be listed.

This is why you can be confident that all the hard work has been done and that stocking the Core Range is a simple way to develop your business and get the most from your shelves.

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Retailer Matters 25

feature Core Range

your Customers are looking for and, as a result, they will increase the amount they spend in your Store.

MAKE WAY FOR CORE RANGE Of course you can stock other products, but Landmark Wholesale recommends that you stock the Core Range first, particularly if you’re faced with limited space in your Store.

If you’re struggling for space to fit in the Core Range products you’re missing, identify the non-Core Range products and establish which are the slowest selling so that these can be cleared to make way for products that will sell and make you money.

62%

of the Core Range is currently stocked by Lifestyle Express Stores, compared with 54% three years ago

NEED SUPPORT?

and compile a shopping list of the products you’re missing.

To help you spot these products in the depot, you will see special cards displayed next to the prices showing which products are in the Core Range.

As you gradually increase your range, you will find you have more of the products that

You’re not on your own. We want to help you get the most from your Store, so we have established a team of Core Range Advisors to support you in identifying and stocking the Core Range.

The Core Range Advisors, provided by Tradewins, will call on your Store every four weeks. During their visits, they will carry out an audit on your Core Range, typically around 120-140 products each time across three or four Categories.

ALWAYS THINK ABOUT YOUR PRODUCT RANGE. ARE YOU GIVING YOUR CUSTOMER CHOICE AND VALUE? REMEMBER THE ‘GOOD, BETTER, BEST’ PRINCIPLE TO MAXIMISE YOUR SALES AND PROFIT POTENTIAL. is Lifestyle Value Own Brand – great products at the lowest prices for shoppers looking to spread the weekly budget that bit further.

GOOD

is Lifestyle Own Brand – great quality Own-Brand products to match those offered by the supermarkets, providing consumers with Great Value Every Day.

BETTER

are the bestselling branded products, the big names that your Customers trust and expect to find on the shelves of your Store, for example Hellmann’s Mayonnaise, Heinz Baked Beans and Andrex Toilet Tissue.

BEST

At the end of each visit, the Advisor will leave you a shopping list that identifies the Core Range products, Category by Category, that you’re not stocking.

If you add all of the products that the Advisor has highlighted to your shelves, over a period of just six months you will have completely transformed your range to include all the Core Range products, and you will notice an increase in Customer spend and profit.

THE CORE RANGE ADVISORS ARE THERE TO HELP YOU TO DEVELOP YOUR BUSINESS, SO MAKE THE MOST OF THEM

Customer service feature

Ask questions.

Do you have the right products on your shelves?

SERVICE WITH A

smile 2

All successful Retailers agree that great Customer service is what makes a Store stand out from its competitors. Find out how to stay ahead of the rest

E

veryone knows that Customer service is key to a successful business. No matter how good the products, or how keen the prices, if staff are surly, rude or indifferent, Customers simply won’t come back.

SO WHAT ARE THE TOP TIPS FOR REALLY IMPROVING YOUR CUSTOMER SERVICE? Is it that the Customer is always right? Or that the Customer knows best? Or is it as simple

UNDERSTAND YOUR CUSTOMERS’ NEEDS

as always providing service with a smile?

The one thing that is clear is the need for Stores to stand out from the competition. By excelling and demonstrating to your Customers that you are prepared to go the extra mile, you’ll win their loyalty.

Retailer Matters has spoken to Retailers up and down the country and we think we’ve put together the best 10 tips for how to go the extra mile for your Customers so that they come back again and again and again.

1

You are in business to service your Customers’ needs, and you can only do that if you know what it is they need. Listen to them, they’ll let you know what they want. Customers want to feel good about purchases, whether it’s a new car or a loaf of bread.

Always try to exceed expectations

BE A GOOD LISTENER

Ask the right questions and listen to the answers. Ask shoppers if they found everything they were looking for. Ask for feedback – is there anything they regularly need and would buy from you, but you don’t have on your shelves? Are ha yyou offering the right yo promotions? Listen carefully p and, where you can, show a tthat you’ve listened by th a acting on the information yyou’ve been given.

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Retailer Matters 29

feature Customer service

3

ONE AT A TIME When you’re talking to a Customer, concentrate on them.

Don’t talk to colleagues or other Customers, just focus on the conversation you’re having. Effective listening and undivided attention are particularly important to generate a feel-good factor.

IDENTIFY AND ANTICIPATE YOUR CUSTOMERS’ NEEDS The better you know your Customers, the better you become at anticipating needs. If you are in an area with a lot of children, stock up on ice creams in advance of warmer months and boost your supplies of school stationery as it creeps closer to the start of term. If you have a high number of young families, ensure you carry a wide range of baby products, such as wipes, nappies, toiletries, medicine and foods, and, equally important, make sure your aisles are wide and clear so that parents with pushchairs can get easy access. Think about your promotions and tailor them to your Customer base. When big sporting events are approaching, promote offers on beers, wines, ciders and snacks if your Customer base is likely to take advantage.

4

“Think about your promotions and tailor them to your Customer base”

5 6 78 APPRECIATE YOUR CUSTOMERS

Make Customers feel important and appreciated.

Treat them as individuals and if you know their name, use it. People value sincerity, it creates good feeling and trust. Think about ways to generate good feelingss about buying from you.

EXCEED EXPECTATIONS

Give more than is expected.

Since the future of all companies lies in keeping Customers happy, think of ways to elevate yourself above the competition.

Ask yourself, what can you give Customers that they can’t get elsewhere? Is there anything you could offer that Customers would appreciate, but not expect?

Check out the competition and identify something that would set you apart from the rest. If no other Retailer nearby offers home delivery, consider how you could introduce this. If this isn’t possible, try to find a compromise. Perhaps you could offer a collection service instead, for those who struggle for time.

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“What can you give Customers that they can’t get elsewhere?”

Think about what you can do for Customers that your competitors can’t do

SAY SORRY

Know how to apologise if something goe goes wrong or isn’t acceptable quality. Saying sorry is easy and qua inst instantly calms a situation. The Customer may not always be right, Cu but the Customer must always win.

Deal with problems immediately and De let Customers know what you have done. do Make it simple for Customers to complain. Value their complaints as it gives you a chance to make im improvements.

THE PERSONAL TOUCH

If a Customer asks for a specific item, rather than describing where it is, take them to it (if you can). Pointing out an item on a shelf is far better service than describing its whereabouts. If you’re asked for an item that has sold out, try offering an alternative or offer to check the storeroom, just in case. Customers will appreciate your time and effort in trying to solve the issue for them, even if the item isn’t available.

Customers will appreciate the time and effort you show them

PRIZE YOUR STAFF Treat your employees well, as they are your internal Customers. If they’re doing a great job, let them know how much you appreciate their effort and hard work. If you show employees respect, they will follow your example and do the same with Customers. On the other hand, if a member of staff is consistently rude or indifferent to Customers, this needs to be tackled as he or she could lose you business.

9

“Treat your Customers as individuals and if you know their name, use it”

10

DO WHAT YOU SAY YOU WILL If you advertise that you have the cheapest prices for an item in the area, you need to be sure you can deliver this. If you offer home delivery, make sure you can fulfil it. If you’re not sure you can do what you say you can 100% of the time for 100% of Customers, don’t offer it.

RETAILER VIEW THREE RETAILERS SHARE THEIR ADVICE AND TIPS ON WHAT THEY DO IN THEIR STORES FOR CUSTOMERS Harmesh Chopra, Stowheath Convenience e Store, Wolverhampton, said: “I make the time to get to know my Customers and what they need, and always greet them h with ith a smile. If I know their name, I use it and I like to have a chat with them about their day. Their feedback helps me to improve my Store. I ask Customers every day if there’s anything that they’d like me to stock and if I can, I pick it up and put it on my shelves. This is helping me to attract new Customers and retain my existing ones.”

Geeta Doal, Doal Food and Drink, Ge Wheaton Aston, Staffordshire, said: W “Listen to your Customers’ needs, make a “L list, stock up on promotional items before the lis offer runs out and always serve with a smile. o Don’t hurry the Customer – they need to feel D that their shopping experience with you has t been a pleasure, and then they’ll come back again.”

Bay Bashir, Belle Vue and Beechwood Convenience Stores, Middlesbrough, said: “Building a friendly relationship with Customers is key, and knowing what they want and don’t want is essential to stocking the right product ranges. It lets the Customer know their needs are important and are being met.”

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Retailer Matters 31

store profile Kincraig Stores, Scottish Highlands

STORE CV NAME: Kincraig Stores STORE’S TIME WITH LIFESTYLE EXPRESS: Since early 2013 STAFF: 10 FEATURES: Post Office, National Lottery, Click & Collect, beers, wines and spirits, coffee and hot food-to-go, local bakery and butcher’s products BESTSELLERS: 2-litre semi-skimmed milk, LSV Energy Drink, Lifestyle Custard Creams NEAREST COMPETITION: Tesco in Aviemore, six miles away TRADING TIMES: 7.30am-6pm, Monday to Friday; 8am-6pm Saturday; 8am-1pm Sunday

MORE THAN JUST

the vil age 32 Retailer Matters

ISSUE 19 2013

shop

Ambitious young Retailer Calum Duncan and his family have seen sales soar at Kincraig Stores, near Aviemore in the Scottish Highlands, since joining Lifestyle Express, putting their business at the heart of the local community ISSUE 19 2013

Retailer Matters 33

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(From top) Calum and dad Gordon provide a warm welcome; Lifestyle Own-Brand products sell well; the Store is central to the community

store profile Kincraig Stores, Scottish Highlands

K

incraig Stores is everything a village shop should be. It’s friendly and welcoming, open when you need it, and well stocked with a comprehensive range of fresh and chilled produce, fresh coffee and hot food-to-go, grocery, confectionery, crisps and snacks, soft drinks, news, cigarettes, beers, wines and spirits, pet food and, of course, those stalwarts of the independent retail sector – bread and milk.

Add to the equation a part-time Post Office, Lottery, an online Click & Collect facility, a Customer reward card and an inviting picnic table outside the Store so that Customers can watch the world go by and it’s not difficult to see why this ‘cracking little Store’, as one satisfied Customer described it, is much more than just a village shop.

No stone has been left unturned. Camping products such as charcoal and gas, Lifestyle

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ISSUE 19 2013

Calum says he caught the retail bug working for Tesco as a student

Own-Brand products, a Kincraig Stores range of jam, marmalade, sweets and cakes, local bakery goods, meat from award-winning Kingussie butcher George Gow, local strawberries in season and even insect repellent – a summer essential in this part of Scotland – can all be found here.

Located in the pretty village of Kincraig in the Highlands, within Cairngorm National Park, this Store really is at the heart of its community and is a lifeline for local people who would have to travel six miles north to Aviemore or the same distance south to

“Summer is obviously our busiest season and we capitalise on that by stocking lines such as postcards, maps and information leaflets”

Kingussie if there was no shop. Tourists flock to this area of outstanding natural beauty to indulge their passion for outdoor activities, such as climbing, mountain biking and water sports. Indeed, Scotland’s premier ski resort is located at Cairngorm.

DYNAMIC The driving force behind Kincraig Stores is 21-year-old Calum Duncan. Calum studied business management at Moray College, working in Tesco for two years to help fund his studies. That was when he caught the retail bug. “I’ve taken what I learned there and applied Tesco’s vision on profit to Kincraig Stores,” Calum explained, displaying a maturity beyond his years.

“I won’t say it’s been easy because there have been frustrations as with any business,” he continued. “We’re also a small community, so we rely very much on the transient population

An impressive range of fresh fruit and vegetables is delivered six times a week

Shopper’s view…

Malcolm and Margaret Russ, tourists from Plymouth, said: “There’s nothing like this back home – our local shop is a Co-op at the filling station – so it’s great to come in and get such friendly service. The range is amazing when you consider how small the shop is. When village Stores are disappearing, people like the owners here should be commended. We bought some of the Ashers bread – it’s fantastic.”

Locally baked bread and Kincraig Stores’ branded preserves are popular buys

73% higher average daily sales in summer compared with winter, when there are no tourists around

“Our mission is to provide a friendly, personal service while remaining efficient, competitive and convenient”

products and, if we have any problems, all we have to do is pick up the phone. We know that Sutherland’s has an excellent reputation and they’re very nice people to deal with – the telesales service is fantastic.”

So why Lifestyle Express? “We’d been talking to Sutherland Brothers, the Wholesaler in Wick, about the Landmark Wholesale group for quite a while,” said Calum. “While we knew we were restricted with the exterior of the Store and couldn’t have a fascia, we needed to go beyond the lick of paint we gave the Store when we bought it.”

CONFIDENCE

THE RIGHT MOVE “One of the sales reps at Sutherland’s put us in touch with Derek Ramsay, our BDM at Landmark, and it all fell into place. It’s been the right move because the delivery schedule is perfect for us. Customers like the Lifestyle

With the support of both Derek Ramsay and Sutherland Brothers, Calum’s confidence has soared. “I’m always open to new ideas because it’s important for our Customers to see that we are on top of market trends and new products,” he said. “Our vision is to offer the best possible service at the best possible price and our mission is to provide a friendly, personal service while remaining efficient, competitive and convenient.”

One area of particular strength is fresh produce. The fruit and veg section has been extended by half a metre and is ablaze with colour, pulling in Customers who can buy

ISSUE 19 2013

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– the tourists and the people with second homes. Summer is our busiest season and we capitalise on that by stocking lines such as postcards, maps and information leaflets. In the winter the weather can stop people getting out.

“People think it’s an idyllic lifestyle running a village Store, but it’s hard work – there are a lot of challenges for us behind our picture-postcard image and one of the first things we did was install CCTV. Even here we are not exempt from shoplifters!”

Calum and his parents, Gordon and Eileen, took over the Store – which has been on the same site since 1896 – in December 2010 and soon discovered the sometimes harsh reality of local retailing. They are unable to make any major changes to the exterior of the Store because it lies within the national park. And unreliable deliveries from their wholesaler led Kincraig Stores to join Lifestyle Express.

Retailer Matters 35

store profile Kincraig Stores, Scottish Highlands

Calum and dad Gordon have seen a dramatic increase in sales since joining Lifestyle Express

Shopper’s view…

Liam MacAulay, a roofer working in the area, said: “We’re doing a job in Kincraig, so I’ve been coming here to get lunch. You can get hot food to take away and coffee, as well as your paper, crisps and can of cola.

If I lived in the village I’d be in here all the time!”

to travel elsewhere. “What we’re trying to do is keep our Would you like your Store to Customers in Kincraig – we be featured? Get in touch don’t want them going into Aviemore to Tesco,” Calum pointed out. “We want to give retailermatters@ our Customers the things that the summersault.co.uk supermarkets don’t always have – micro herbs, for example, smoked salmon from Glenfeshie, a local seafood supplier, and single malt whisky from Calum in the post Drumguish Distillery, about 10 miles from office section, which the Store. is open four mornings “When you combine all of this with the a week great Customer service we strive to provide chillies, garlic, ginger and loose vine tomatoes day in, day out, I think we have a very – produce not usually found in Convenience powerful point of difference.”

Stores. Fresh fruit and veg are delivered six times a week and the seasonal strawberries SEASONAL CHANGES from Alvie, a local estate, sell out almost as It’s clearly a strategy that is working for soon as they are put on display.

Kincraig Stores and, since joining the Chilled produce, meanwhile, is delivered growing band of professional Lifestyle five times a week – six in the summer – to Express Retailers, the Duncans are give local Customers yet another reason not experiencing monthly sales increases from a Store with a very small sales area – just 502 sq ft. But the seasonal aspect of the business still hits home, with daily sales plummeting from £1,500-plus in the summer to £400 during the winter. Calum describes the business as one of swings and roundabouts.

Jennifer Taylor, a local customer, said: He explained: “We don’t get much passing trade, but we are increasing the business we “I live a couple of miles away and pop into get from the local hotels and B&Bs. Home Kincraig Stores three or four times a week. deliveries are something we’ve thought about, I like to support local Retailers, but would but decided against, although if a Customer come here anyway because the range is couldn’t get to us through illness, we’d happily fantastic for such a small Store, particularly the fresh fruit and deliver in those circumstances. Our Click & veg. The Lifestyle products are also really good value – I like Collect service is proving popular, so we’re the cleaning products.” concentrating on that.”

Calum is proud of the Kincraig Stores

01926 319982

AMBITIONS With ambitions to eventually open a convenience Store in Glasgow, Calum is content to continue developing his Kincraig Stores business for the time being. Investment during 2013 includes new external window canopies and an internal ATM – national park restrictions prohibit installation outside.

“You need to keep looking at ways of freshening up your Store and moving your business to the next level,” explained Calum.

Wise words indeed from this ambitious, young Retailer, who is a shining example of professionalism, passion and commitment in a hugely competitive and challenging independent retail sector.

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TELL US ABOUT YOUR STORE

website and firmly believes that it is a vital means of communicating with Customers.

Growing up in the Internet generation has fuelled Calum’s interest in technology – one of Landmark Wholesale’s three core values.

“You have to stay on top of it as there’s nothing worse than an out-of-date website or Facebook page that hasn’t seen a post for a few weeks,” said Calum. “We only need to look at how often the Tesco delivery van comes to the village to know that local people are using the Internet, so we make a point of talking about our own website to Customers when they come into the shop and remind them they can get details of our offers and promotions online. They can even check the local weather forecast on our website!”

Shopper’s view…

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ISSUE 19 2013

The small Store is packed with enticing products

store profile

ABOUT CALUM Calum Duncan, 21, studied business management at Moray College, working in Tesco for two years to fund his studies. He lives above the shop in Kincraig, says he doesn’t really cook and cites the popular Kincraig fr loaf as his favourite product Stores fruit in the Store. A Highland dancer and keen p pianist, Calum is also a trained c clock repairer and runs a se separate business – Tictoks 4 U – from the shop.

Alvie strawberries during the summer (margin: 10%)

KINCRAIG BESTSELLERS Lifestyle Penne Pasta (margin: 41.3%)

2-litre semi-skimmed milk (margin: 25.3%)

Lifestyle Custard Creams (margin: 24.8%)

CALUM’S TOP TIPS

2-litre Strongbow Cider (margin: 21.3%) and LSV Energy Drink (margin: 43.2%)

USING EPOS TO KEEP TABS ON YOUR STOCK “If you don’t have an EPOS system, get one – it helps you have more control over your business and makes changing prices so much easier, at the click of a button. Ours isn’t perfect, but it still makes a huge difference and time.” saves us time.

On Customer service and using the latest technology to promote your Store MY WEBSITE AND SOCIAL MEDIA TIPS

MY SECRET FOR GREAT CUSTOMER SERVICE “It’s not a secret – it’s common sense! Be visible to your Customers, speak to them and guide them round the Store. You must be seen to be active on the shop floor. Always smile, and if you know someone’s name, use it.”

Q If you don’t have a website, set one up and maintain it yourself rather than go for a deal that involves someone else updating it at a cost – that would be a big cost to your bottom line.

Q Shop around – there are DIY sites that you can use

to get something basic up and running. Even a page with your address details, how to contact you and opening hours is better than nothing.

Q Keep on top of it by updating it at least once a day – no one likes to see an empty page or old news.

Q Talk to your Customers about your website and social media – remind them that you have a site and ask if they’ve ‘liked’ you on Facebook or are following you on Twitter.

Q Again, make sure you update your Facebook

page with details of offers and promotions, new suppliers and products and, crucially, use it to engage with your Customers and local community.

Q Don’t be upset if you get a negative comment on Facebook – respond in a positive manner.

ISSUE 19 2013

Retailer Matters 39

feature Own Brand

THE BEST

name in town

Landmark Wholesale Own-Brand products are the stars of the shelves, offering quality to match the brand leaders and a healthy margin for Retailers rs

O

nce aimed at shoppers on a budget, Own-Brand products have shrugged off the stigma of low price and lower quality to become the rising stars of the retail industry.

As Own-Brand quality is continually on the up, shoppers are voting with their wallets, opting for Own-Brand alternatives time and time again, making the UK the world leader when it comes to Own-Brand popularity.

THE NEW MUST-HAVES According to market researcher him!, 22% of shoppers plan to buy more Own-Brand food and drink this year. In fact, Own-Brand products have fast become the new must-have items, with more own-label products launched in 2011 than branded equivalents.

Customers are used to supermarkets that hat boast an extensive choice of branded goods, as well as a variety of Own-Brand alternatives, and they expect to be able to do the same when they shop locally.

OWN-BRAND SAVVY Savvy Retailers have realised that Own-Brand products are an essential part of any Store, not only offering choice and everyday value to price-aware shoppers, but also earning Retailers a healthy margin at the same time.

Landmark Wholesale’s Lifestyle Own Brand revolutionised the wholesale Own-Brand sector when it was introduced in 1987. Much more than a retail Own Brand, Lifestyle is also a retail Store fascia programme, under which Retailers can

TOP TIPS TO PROMOTE OWN BRAND D

1 2 3 4

Merchandise Own Brand next to branded items. Let your ur shoppers make the comparison.

Always have clear price tickets on shelves, so the price difference is obvious.

Create a Value Zone – position all Lifestyle Value products cts together to create an eye-catching display that will attract ct your Customers’ attention.

Remember that Own Brand isn’t just about value, but about convenience and choice for shoppers.

40 Retailer Matters

ISSUE 19 2013

develop their businesses. Lifestyle Own Brand offers Landmark Wholesale Customers a point of difference, an opportunity to build loyalty and a quality, low-price alternative to major brands.

LIFESTYLE VALUE Lifestyle Value is Landmark Wholesale’s price-marked, economy range of everyday groceries, which provides guaranteed lowest RSPs on quality basics. With more and d more shoppers purchasing on price alone these days, they are looking for value above anything else.

REMEMBER, NEXT TIME YOU’RE IN DEPOT, PICK UP A RETAILER BEST SELLERS GUIDE AND LOOK OUT FOR SHELF HIGHLIGHTERS AROUND THE DEPOT

BESTSELLERS Retailers should stock as many of the Landmark Wholesale Own-Brand products as they can. Look at the Planogram and Retailer Best Sellers Guide to see the 181 bestselling Own-Brand products as a starting point. You can also pick up in depot a copy of Retailer Products, which features the whole range of Landmark Own-Brand products. By stocking Lifestyle Value and Lifestyle Own-Brand products alongside the main big-name brand equivalents, you are providing your Customers with a good spread of value and choice.

With more than 900 Landmark Wholesale Own-Brand products across a variety of ranges, Retailers really are spoilt for choice.

LSV Sales of LSV products roducts have shown tremendous growth owth since their launch in December mber 2008. Retailing at less than half the prices ices of leading brands, ds, the range offers s consumers Great eat Value Every Day y and gives Retailers up to 50% POR.

RETAILER VIEW THE VINTNERS COLLECTION Selecting the right wines can be confusing, so Landmark Wholesale has done the hard work for you by creating a fantastic range of wine.

The new-look Vintners Collection is your complete value wine range.

It brings together wines from the world’s most popular vineyards and offers one great-value price point.

WHAT DO YOU THINK OF OWN BRANDS??

Bay Bashir, Belle Vue and Beechwood Convenience Stores, Middlesbrough, said:

Geeta Doal, Doal Food & News, Wheaton Aston, said: A

“Own-Brand products are essential to growing the Lifestyle brand. At the front of my Store I have a dedicated gondola end featuring the Value Own-Brand products, which have created a 40% uplift in sales since their introduction.

Own-Brand products give Customers confidence in price, as well as giving Retailers an excellent profit margin.”

“I find that the Landmark Own Brands are excellent products, with a great range.

Price-marked items are good and stand out as they’re such good value for money – they work really well at the Store.”

ISSUE 19 2013

Retailer Matters XX 41

feature Cash Back Incentive

CASHING IN on Lifestyle Express is the only Symbol Group to give Retailers Cash Back as a way to reward good retailing.

If you’re not part of this, what are you waiting for?

Cash Back Incentives help Retailers to increase profits

D

id you know that you could be quids in just by stocking the bestselling products on your shelves?

The Lifestyle Express Cash Back initiative rewards Retailers for stocking the Core Range of Bestsellers, displaying POS and adopting best retail practice. As most of you will already be doing this, why not join the Cash Back Incentive programme and earn up to £1,000 each year?

INCREASING SALES By supporting the Cash Back initiatives, not only will you receive Cash Back, but you’ll also be increasing your sales and profits as you’ll be drawing more Customers in and increasing your footfall.

Last year, more than 1,000 Lifestyle Express Retailers took advantage of the Cash Back Incentive and received vouchers.

Bay Bashir, who owns two stores in Middlesbrough, is a fan of the incentive:

42 Retailer Matters

ISSUE 19 2013

“I participate in all of the Lifestyle Express Cash Back initiatives because they attract more shoppers into my Store, and they have helped increase my sales and profit,” he said. “Getting the Cash Back vouchers to buy more stock is an added bonus that goes straight on to my bottom line. I can earn over £1,000 a year, which is fantastic. Lifestyle Express Cash Back Incentives are a win-win situation.”

There are eight chances for Retailers to cash in, with four Own Brand and four branded Cash Back initiatives.

Different Cash Back Incentives run for

a great deal By supporting the Cash Back initiative, sales will increase

“Getting the Cash Back vouchers to buy more stock is an added bonus that goes straight on to my bottom line. I can earn over £1,000 a year, which is fantastic. Lifestyle Express Cash Back Incentives are a win-win situation.” Bay Bashir different lengths of time, some can be for just one period, while others could be for multiple periods or last an entire year. The amount of Cash Back per incentive per period can vary between £20 and £40.

TO FIND OUT HOW YOU CAN GET INVOLVED SPEAK TO YOUR WHOLESALER CONTACT NOW

REWARD VOUCHERS The Cash Back takes the form of vouchers that can be redeemed against further purchases of Core Range products in Wholesale Member depots. Retailers are audited for Cash Back by the Tradewins Core Range Advisors and the Cash Back reward vouchers are sent direct to Retailers from Landmark Wholesale’s Central Office.

Branded Cash Back Incentives boost footfall

ISSUE 19 2013

Retailer Matters 43

Snack Deal feature

Made for each other – Britvic soft drinks and Walkers crisps

DEAL’S ON

S Snack Deals earn D R Retailers at le least 33.6% POR P

NOW

It’s not too late to enjoy a tasty little incentive by offering Snack Deal

A

re you taking advantage of Snack Deal Cash Back, and if not, why not?

Snack Deal Cash Back is one of the latest Landmark Wholesale Cash Back Incentives that will run until the end of April 2014, and could earn you up to £260 over the year in Cash Back vouchers.

TEMPTING PRICES Replacing the previously successful Meal Deal, Snack Deal offers consumers a special price for buying a Britvic drink and packet of Walkers crisps together. Instead of paying 99p for the drink and 50p for the crisps, the consumer parts with just £1.25, saving 24p.

Not only will shoppers be tempted to trade up when buying a drink or snack, but it will also ensure that Retailers make their Store a destination for those who want to grab a snack on the go and save a bit of money.

Retailers will earn at least 33.6% POR on each deal at £1.25, plus the £20 Cash Back each period will fully fund 87 deals.

For maximum impact and to earn the Cash Back, Retailers should display the drinks and crisps together in the soft drinks chiller, with the Snack Deal POS. By doing this, you’ll earn £20 for each four-week period audited by the Core Range Advisors from Tradewins.

To take advantage of this offer, contact your

33.6%

Wholesaler for a free POS pack, with shelf talkers, shelf wobblers and A3 posters.

To qualify for Cash Back, your display must contain at least three drinks (one each of Pepsi, Tango, 7UP) three flavours of crisps (from the Walkers’ range – Ready Salted, Salt & Vinegar, Cheese & Onion, Prawn Cocktail, or Smoky Bacon), and three items of POS (one shelf wobbler and one shelf talker, plus a poster in the window or outside the Store).

is the amount you can earn on each deal at £1.25, plus the £20 Cash Back each period, which will fully fund 87 deals

ISSUE 19 2013

Retailer Matters XX 45

feature Chilled and fresh

It’s important to keep your shelves fully stocked, with products facing the right way

Getting

FRESH Traditionally, shoppers have turned to supermarkets for chilled and fresh foods, but now Convenience Stores can compete with great deals and tempting ranges, using their chiller to secure sizzling sales 46 Retailer Matters

ISSUE 19 2013

R

ecent research from him! found that 21% of shoppers wouldn’t buy fruit and vegetables from a Convenience Store, and 90% wouldn’t buy fresh meat or fish. So what can you do to compete against the bigger supermarkets and show your Customers that fresh foods are available on their doorstep?

Retailers have often thought of the chilled section as challenging, but, with time and thought, what’s in your chiller could lead to increased footfall and better sales right across your Store.

THE RIGHT PRODUCTS First, to get the most from your chiller, it’s essential that you’re selling the right things.

Think about your Customers and what they’re looking for. Start with the Lifestyle Express Planogram and use this as a foundation to get the basics right. Then start to introduce new and different products to get shoppers’ attention. Watch what they buy, and ask them for feedback next time you see them. Did they like it? Would they like to try another variety? Is there anything they’d like you to get in for them?

Second, have patience. If something doesn’t take off immediately, remember that new chilled products often don’t sell the first time you stock them. Consumers will have noticed them and may plan to come back and purchase in the following weeks, so it’s important to restock several times even if initially they don’t sell like hot cakes. Give the product time to get established.

INTRODUCING CHILLED AND FRESH So is there a secret to providing a successful chilled and fresh section? “It’s simple,” said Neil McDonald, National Account Manager, Kerryfresh. “The key to a successful chiller is providing your Customers with the right range of products, merchandising them correctly (day part merchandising is a great way of catching Customers in a rush) and keeping the shelves fully stocked.”

Neil recommends three simple steps:

When staff aren’t serving Customers, they should check shelves are full and tidy

1. Stock the bestselling brands and products – shoppers are more likely to expect brands in Convenience Stores as it gives them trust in the products they are buying.

2. Keep shelves full to avoid your shoppers going elsewhere or not buying anything.

The main reason for failed purchases is out-of-stock products.

3. Organise your chiller by your shoppers’

needs, Category and brand – 79% of shoppers expect to find commonly purchased products grouped together.

Remember, shoppers use your Store for convenience, so make sure it’s easy for them to find what they’re looking for.

And you’re not on your own. “To help Retailers cut down on wastage, Kerryfresh has launched its entire range in single units,” said Neil. “We now offer more than 400 top-selling chilled brands in single units to all Retailers, with no minimum drops and sale or return on key lines. This way, Retailers can trial new lines without risk and with deliveries six days a week, items can be restocked quickly and simply.”

Kerryfresh also provides a two-weekly promotional programme, supported by free point of sale, and price-marked packs on all top chilled key lines to help drive sales.

According to feedback, shoppers want to see more fruit and veg available in Convenience Stores, so it’s worth the investment. They don’t have to be in the chiller, so think about where you put them. Make displays

ISSUE 19 2013

Retailer Matters 47

W

EXPANDING YOUR RANGE

“The Stores that can build and maintain a varied range of chilled food will attract more daily top-up shoppers. This will have a huge impact on your turnover and profit margin.”

feature Chilled and fresh

KERRYFRESH FACTS the Store where sandwiches and pastries, the two biggest food-to-go items, can be displayed for shoppers who want to grab and go.

FULLY STOCKED

eye-catching and in a central location so that shoppers can’t fail to spot them.

How you display your chilled and fresh goods is critical.

Kerryfresh offers chilled merchandising units to help create a uniform and tidy chiller that maximises on space and gives the perception of being full, without the need to carry large stock levels.

Consider a smaller chiller at the front of

Day part merchandising will help you increase your ranges. Whenever staff aren’t serving Customers, they should use the time to check the shelves are full and that items are facing the right way. Make sure your Store looks fully stocked.

“The Stores that can build and maintain a varied range of chilled food will attract more daily top-up Tell us your news. shoppers,” said Stuart Johnson, Get in touch on Landmark Wholesale Retail Controller. “This will have a huge impact on your turnover and profit retailermatters@ margin, as shoppers using your Store summersault.co.uk for fresh foods will also buy across other Categories such as Grocery, Soft Drinks, and Beers, Wines and Spirits.”

Kerryfresh is a national business operating from 26 sales centres across the UK, serving more than 13,000 Customers, with the ability to reach every postcode within 48 hours.

It also has more than 300 vans delivering more than 400 products, six days a week.

GOT A STORY TO SHARE?

01926 319982

TOP 5 CHILLER TIPS RANGE Ask your Customers if they found everything they were looking for. Feedback is essential to knowing you’re stocking what your Customers want and need.

CLEANLINESS The chiller must be kept clean and free from dirt, spills and out-of-date products. Keep it bright and change any broken lights.

1

4

AVAILABILITY Ensure your chiller is well stocked, with good stock rotation to ensure everything is fresh.

2

SIGNAGE Make sure you have clear signage that is easy to understand so that shoppers can find the chiller easily and can see your full range of products.

Does everything have a price ticket? If not, Customers may not pick it up. Shout about your promotions.

3

OPPORTUNITIES Make it easy for your shoppers to construct meals by siting commonly bought products together or making suggestions for meals. Meal deals, with baskets of crisps at the bottom of the chiller, will drive sales.

Try placing wine next to pizza in the chiller in the afternoon or early evening for Customers looking for dinner options on the way home.

5

HOW YOU DISPLAY YOUR CHILLED AND FRESH GOODS IS CRITICAL. CREATE A CLEAN, TIDY CHILLER THAT MAXIMISES SPACE AND LOOKS FULL AND EXCITING.

48 Retailer Matters

ISSUE 19 2013

community news

Fresh success in Wales Pam and Dal Uppal were looking for a new way to support their local community WHEN PAM AND DAL Uppal of Bryncae Post Office in Pontyclun, Wales, decided they wanted to get more involved in the community and help out the local primary school, they considered all the tried-and-tested routes of sponsorship and raffles, but nothing really felt right for them.

“We wanted to do something different,” said Pam. “The school is just next door, so I went to talk to the head teacher and the parents’ association, and offered to work with them to promote healthy eating at an early age, when it can make a real difference to young people’s lifelong eating habits.

TOP By offering a prize or TIP product that needs to be collected in Store, there is also the opportunity to gain new custom

EXCITING “The school thought this was an excellent idea and we now donate fruit every week. The school runs a Pupil of the Week competition and each winner, one from each of the nine infant classes, receives a token for a piece of fruit, which they come into the Store to collect with their parents after school. The children are really excited by it and it’s helping to spread the message about healthy eating and that we are a key part of the community.”

Also reinforcing the healthy eating message is Pam and Dal’s eye-catching Change4Life display. This was provided

by Landmark Wholesale and is a hit with shoppers. After trialling it in various positions in Store, Pam moved it to the front where it instantly grabs shoppers’ attention as they enter the Store.

FRUIT APPEAL “This is helping spread the message to our Customers that healthy eating is incredibly easy and prompts them to think about their five a day. Children have to walk past the display to go to the sweets and crisps, and it’s been really interesting to see how many have stopped and chosen a piece of fruit instead,” said Pam. “By making fruit a prize that they have to work for, it increases its appeal, which is really encouraging to see.

“It has been an affordable way to make a real difference, and we’ree thrilled by how well it has been received by children, their parents and the school.”

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ISSUE 19 2013

Pam’s Store is promoting healthy eating to youngsters in Pontyclun

PAM AND DAL ARE KEEN TO HELP THE LOCAL AREA GO GREEN “In our area, recycling isn’t well promoted and as a result there’s little take-up,” said Pam. “We wanted to encourage people to be more environmentally friendly, so we work with the local council and stock recycling boxes and bags. This means local residents can pop in and take home a box or bag at a time that’s convenient for them, rather than having to go to the local council offices.

“It’s absolutely no bother and incurs no cost,” said Pam. “We keep them in our storeroom and it takes just minutes to hand them out.

We’re doing our bit to help the local area become greener and, at the same time, we’re promoting ourselves as the heart of the community.”

It’s all in a good cause Kincraig Stores in Scotland is supporting a brand-new charity to raise funds to treat leukaemia in memory of a local toddler KINCRAIG STORES (see page 32 for store profile) has chosen the Aila Coull Foundation as its charity of the year for 2013. The charity raises funds for research into the cause and treatment of acute myeloid leukaemia (AML) and is named after Moray toddler Aila, who died when she was just 16 months old.

“This is a brand-new charity set up in Elgin,” explained Calum Duncan,

who runs the Store with his parents. “I heard about it from an ex-teacher and we decided to support it.”

DONATING “One thing we’re doing is donating meals and water for people doing a five-day cycle from Glasgow to Buckie via the West Highland Way, East Highland Way and Speyside Way,” Calum continued.

Calum is committed to this good cause. “It’s important to support local causes when you run a village Store,” he said. “You can’t support every charity, but we chose the Aila Coull Foundation because it is a new charity and such a worthwhile cause. We have a collecting tin on the counter and are promoting it in Store, and on our Facebook page and website.”

Calum (above) and Gordon Duncan support the Aila Coull Foundation

By helping others you can help yourself Supporting local good causes or being community-minded not only boosts your feel-good factor, but your profits too, proving that charity really does begin at home A SURVEY HAS SHOWN that Convenience Store owners are going the extra mile to support local projects and raise money for good causes.

The Voice of Local Shops survey

by Association of Convenience Stores (ACS) polled more than 1,100 Independent Retailers across the UK. It discovered that, when it comes to getting involved in the local community, 80% of Store owners are doing their bit.

It revealed that 71% of Store owners are collecting for a local or national

charity, and an impressive 25% provide sponsorship for local schools and sports teams.

REGIONAL There are regional differences, with 86% of Retailers in the south-west and Wales getting involved with community causes in the past year, compared to 60% of Londoners. In the north-west, Retailers appear to be the most charitable, with 81% having collected money for a local or national charity, while Retailers in Yorkshire

and the Humber are most likely to sponsor a local sports team (35%).

While getting involved has the feel-good factor, it also helps to raise a Store’s profile in the area, particularly at a time when Convenience Stores are under increasing pressure from multiple chains. Being known as a supporter of local charities and good causes can really help your Store to stand out from the competition, and encourage local shoppers to return the favour and support your business.

ARE YOU DOING YOUR BIT? Do you sponsor a local sports team or raise funds for a good cause? Whatever you’re doing, big or small, we want to hear about it. Email us at

retailermatters@ summersault.co.uk

ISSUE 19 2013

Retailer Matters 51

news

Bringing community spirit back to life Meet one Retailer who takes his sense of community very seriously, whether he’s sponsoring a local football team, donating raffle prizes or keeping people safe FOR BAY BASHIR, supporting the community is just as much an essential part of being an Independent Retailer as keeping his shelves fully stocked.

“At a time when many feel like we’re losing our sense of community, I want to give something back and prove that community spirit is alive and well,” he said. “I want to make sure that I’m doing as much as I can to support the people in my local area, as they support me and my business.”

PRIZES And it’s not just empty words from Bay, who owns two Stores in Middlesbrough.

He supports two local hospices, Teesside Hospice and Butterwick Hospice, with regular raffles and fundraising, as well as offering prizes for other good causes. “I ask suppliers to dig deep and provide prizes,” he said.

But where Bay’s heart lies is in supporting the local youth football club.

“I originally got involved because my sons played p y for Boro JJunior Football Club,,” he

Boro Junior Football Club boasts an eye-catching kit

said. “I gradually did more as time went on and I now sponsor the under-11 A side section of the club, which has six teams in it, as well as managing the under-12 team.

Seeing my business on their kit is a great feeling, and while it spreads the word about my Store, I do it to provide a great-looking kit for the boys to play in.”

HEART-WARMING

Bay (right) takes a stand with the council on underage drinking

XX 52 Retailer Matters

ISSUE 19 2013

Bay is now working hard to raise funds to provide much-needed equipment for two teams of disabled children. “These kids need the extra equipment to be able to play. Watching them take to the pitch and getting involved in a sport that they thought was out of reach, and seeing the joy on their faces is heartwarming,” he said. “The club has more than 200 children involved. Being able to support them to enjoy the sport they love feels great, but I consider it my duty

to do my bit. The parents of these children shop with me and are the people who have helped my business to succeed, so I’m just paying it back.”

SAFETY Not content with good causes, Bay also works tirelessly to keep his community safe. He is working with other Retailers and the local council on a campaign to promote the responsible sale and consumption of alcohol.

“We’ d had problems with groups of underage youths approaching adults to buy alcohol for them,” said Bay. “To try and stamp this out, I’ve joined forces with other local Retailers, and we’re using carrier bags with printed warnings on about buying alcohol for those who are underage. It’s a real problem that we want to tackle and we’re already seeing some great results.”

core range ITEM

SIZE

RRSP

SOFT DRINKS – CHILLED Irn Bru Rockstar Xdurance Blueberry Rubicon Mango Boost Boost Boost 7UP Mountain Dew Diet Pepsi Fruit Shoot NAS Blackcurrant & Apple Fruit Shoot NAS Orange Juicy Drench Orange & Passionfruit Lipton Ice Tea Lemon Pepsi Pepsi Max Pepsi Max Tango Orange Capri Sun Orange Cherry Coke Cherry Coke Coca Cola Coca Cola Diet Coke Diet Coke Dr Pepper Dr Pepper Fanta Fanta Fruit Twist Monster Oasis Citrus Punch Oasis Summer Fruits Powerade Berry & Tropical Relentless Sprite Evian Sportscap Evian Volvic Sportscap Volvic Volvic Touch of Fruit Strawberry Lucozade Caribbean Crush Lucozade Orange Lucozade Original Lucozade Pink Lemonade Lucozade Sport Orange Lucozade Sport Raspberry Ribena Blackcurrant Ribena Blackcurrant Ribena Strawberry Ribena Strawberry Highland Spring Still Buxton Red Bull Red Bull Red Bull Red Bull Sugar Free Vimto Still *Barrs Cream Soda *Barrs Limeade *Irn Bru *Irn Bru Sugar Free *Irn Bru Sugar Free *Irn Bru Wee Bru *Rockstar Original *Rockstar Punched Guava *Rubicon Passionfruit *Lipton Ice Tea Peach *Volvic Juiced Apple *Volvic Touch of Fruit Lemon & Lime

500ml 500ml 500ml 1ltr 500ml 250ml 500ml 500ml 600ml 275ml 275ml 440ml 500ml 500ml 600ml 330ml 600ml 330ml 500ml 330ml 500ml 330ml 500ml 330ml 500ml 330ml 500ml 500ml 500ml 500ml 500ml 500ml 500ml 500ml 750ml 500ml 1ltr 500ml 500ml 380ml 380ml 380ml 380ml 500ml 500ml 500ml 288ml 500ml 288ml 500ml 500ml 473ml 355ml 250ml 250ml 500ml 500ml 500ml 330ml 500ml 330ml 250ml 500ml 500ml 500ml 500ml 500ml 500ml

£1.11 £1.83 £1.10 £1.29 £0.95 £0.65 £1.25 £1.35 £1.09 £0.85 £0.85 £1.09 £0.99 £1.09 £1.09 £0.75 £1.19 £1.15 £1.20 £0.79 £1.20 £0.79 £1.20 £0.79 £1.15 £0.79 £1.15 £1.15 £1.59 £1.15 £1.15 £1.30 £1.59 £1.15 £0.85 £0.52 £0.91 £0.46 £0.84 £0.95 £0.95 £0.95 £0.95 £1.10 £1.10 £1.03 £0.65 £1.03 £0.65 £0.49 £0.50 £2.19 £1.89 £1.35 £1.35 £1.09 £0.79 £0.79 £0.76 £1.11 £0.76 £0.54 £1.83 £1.83 £1.10 £0.99 £1.19 £0.84

SOFT DRINKS – LIFESTYLE & LSV RANGE Apple Juice Orange Juice LSV Energy LSV Energy LSV Energy LSV Sugar Free LSV Glucose Cherry LSV Glucose Orange LSV Isotonic Mixed Berry

200ml 200ml 1ltr 500ml 250ml 250ml 380ml 380ml 500ml

£0.33 £0.33 £0.89 £0.69 £0.35 £0.35 £0.45 £0.45 £0.50

54 Retailer Matters

ISSUE 19 2013

ITEM

Your guide to the bestselling brand and Own-Brand products, along with suggested selling prices SIZE

RRSP

LSV Isotonic Orange LSV Isotonic Tropical Berry

500ml 500ml

£0.50 £0.50

SOFT DRINKS – AMBIENT Irn Bru Rubicon Mango J20 Orange & Passionfruit Diet Pepsi Pepsi Pepsi Max Robinsons NAS Blackcurrant & Apple Robinsons NAS Orange Coca Cola Diet Coke Dr Pepper Fanta Orange Schweppes Lemonade Schweppes Indian Tonic Water Schweppes Slimline Indian Tonic Water Volvic Volvic Touch of Fruit Strawberry Lucozade Energy Orange Lucozade Energy Original Ribena Blackcurrant Highland Spring Sparkling Vimto Cordial Vimto Fizzy *Irn Bru Sugar Free

2ltr 1ltr 4pk 2ltr 2ltr 2ltr 1ltr 1ltr 2ltr 2ltr 2ltr 2ltr 2ltr 1ltr 1ltr 1.5ltr 1.5ltr 1ltr 1ltr 600ml 1.5ltr 725ml 2ltr 2ltr

£2.31 £1.53 £3.69 £1.89 £1.89 £1.89 £1.49 £1.49 £2.25 £2.25 £2.09 £2.09 £1.59 £1.62 £1.62 £0.92 £1.35 £1.99 £1.99 £1.99 £0.99 £1.65 £1.75 £2.31

SOFT DRINKS – LIFESTYLE RANGE Apple Juice Cranberry Juice Orange Juice

1ltr 1ltr 1ltr

£0.95 £0.99 £1.09

BISCUITS Cadbury Milk Chocolate Fingers Jammie Dodgers Maryland Choc Chip Cookies Oreo Vanilla Roll Kit Kat Jacobs Cream Crackers MCV Digestive MCV Ginger Nuts MCV Hob Nobs MCV Jaffa Cakes MCV Milk Chocolate Digestives MCV Milk Chocolate Hobnobs MCV Plain Chocolate Digestives MCV Rich Tea Penguin Original Patersons Shortbread Fingers *Tunnocks Caramel Wafer *Tunnocks Teacakes

150g 150g 150g 154g 5pk 300g 300g 250g 300g 150g 300g 300g 300g 300g 6pk 150g 4pk 6pk

£1.39 £1.15 £0.99 £1.08 £1.00 £1.30 £1.19 £1.20 £1.36 £1.55 £2.49 £2.49 £2.49 £1.36 £1.19 £0.49 £0.79 £0.99

BISCUITS – LIFESTYLE RANGE Custard Creams

300g

£0.69

CRISPS & SNACKS Pringles Original Pringles Salt & Vinegar Pringles Sour Cream & Onion Pringles Texas BBQ Hula Hoops BBQ KP Dry Roasted Nuts KP Salted Nuts McCoys Cheddar & Onion McCoys Flamegrilled Steak McCoys Flamegrilled Steak McCoys Salt & Vinegar McVities Mini Cheddars McVities Mini Cheddars Space Raiders Beef Doritos Tangy Cheese Doritos Tangy Cheese Doritos Chilli Heatwave Doritos Chilli Heatwave Doritos Cool Original Doritos Hot Salsa Dip Doritos Mild Salsa Dip Frazzles Bacon

165g 165g 165g 165g Sharing 80g 90g Std Sharing Std Std Sharing Std Std Sharing Std Sharing Std Sharing 150g 150g Std

£2.49 £2.49 £2.49 £2.49 £1.00 £0.89 £0.89 £0.63 £1.00 £0.63 £0.63 £1.00 £0.63 £0.20 £1.00 £0.53 £1.00 £0.53 £1.00 £1.29 £1.29 £0.39

ITEM

SIZE

RRSP

Monster Munch Beef Monster Munch Pickled Onion Quavers Quavers Sensations Thai Sweet Chilli Squares Salt & Vinegar Walkers Cheese & Onion Walkers Cheese & Onion Walkers Cheese & Onion Walkers Deep Ridged Flamegrilled Steak Walkers Prawn Cocktail Walkers Ready Salted Walkers Ready Salted Walkers Salt & Vinegar Walkers Smoky Bacon Walkers Snaps Tomato Wotsits Mr Porky Pork Scratchings Transform-a-Snack BBQ *Walkers Pickled Onion *Walkers Tomato Ketchup *Golden Wonder Cheese & Onion

Sharing Std Sharing Std Sharing Std 6pk Sharing Std Std Std 6pk Std Std Std Std Std Clipstrip Std Std Std Std

£1.00 £0.79 £1.00 £0.53 £1.00 £0.53 £2.06 £1.00 £0.53 £0.79 £0.53 £2.06 £0.53 £0.53 £0.53 £0.39 £0.53 £0.80 £0.30 £0.53 £0.53 £0.51

SWEET SNACKS Kelloggs Nutri-grain Strawberry Kelloggs Rice Krispies Squares Mallow Kelloggs Rice Krispies Squares Totally Chocolatey Kelloggs Special K Biscuit Moments Strawberry Kelloggs Special K Cereal Bar Tracker Bar Chocolate Chip Belvita Breakfast Milk & Cereal Biscuits Cadburys Brunch Bar Raisin Cadburys Snack Shortcake Lu Mikado Oreo Snack Pack Go Ahead Yoghurt Break Strawberry KP Milk Chocolate Dips MCV Galaxy Muffin MCV Medley Hobnob Alpen Strawberry & Yoghurt Bar

37g 28g 36g 25g 23g 37g 50g 35g 43g 39g 66g 35g 32g 86g 40g 29g

£0.50 £0.55 £0.55 £0.55 £0.55 £0.50 £0.55 £0.75 £0.49 £0.79 £0.55 £0.68 £0.59 £1.19 £0.55 £0.42

CONFECTIONERY – GIFTING Ferrero Rocher Celebrations Maltesers Milk Tray Heroes Roses Quality Street

T16 420g 120g 400g 350g 350g 400g

£4.49 £4.79 £1.73 £7.30 £4.59 £4.59 £4.38

CONFECTIONERY – SHARING Haribo Starmix Haribo Supermix Haribo Tangfastics Galaxy Counters Galaxy Minstrels Maltesers M&M’s Peanut Revels Galaxy Galaxy Caramel Cadbury Giant Buttons Cadbury Twirl Bites Bassetts Jelly Babies Cadbury Eclairs Maynards Wine Gums CDM Caramel CDM Dairy Milk CDM Fruit & Nut CDM Wholenut Rowntrees Fruit Pastilles Aero Mint Milkybar Skittles

Large Bag Large Bag Large Bag Pouch Pouch Pouch Pouch Pouch Large Bar Large Bar Pouch Pouch Large Bag Large Bag Large Bag Large Bar Large Bar Large Bar Large Bar Large Bag Large Bar Large Bar Pouch

£1.00 £1.00 £1.00 £2.09 £2.09 £2.09 £2.09 £2.09 £1.39 £1.39 £2.03 £2.03 £1.52 £1.49 £1.52 £1.00 £1.00 £1.00 £1.00 £1.52 £1.00 £1.00 £1.28

CONFECTIONERY – CHOCOLATE Kinder Bueno Kinder Bueno White Kinder Surprise Bounty

Std Std Std Std

£0.65 £0.62 £0.75 £0.54

*Scotland only

ITEM Galaxy Galaxy Caramel Galaxy Minstrels Galaxy Ripple Maltesers Malteser Teasers Mars Mars Milkyway Stars M&M’s Peanut Snickers Snickers Twix Twix Boost Cadbury Buttons Cadbury Freddo Cadbury Freddo Caramel Cadbury Fudge CDM Caramel CDM Dairy Milk CDM Fruit & Nut Crunchie Daim Double Decker Flake Frys Turkish Delight Picnic Starbar Twirl Wispa Wispa Aero Mint Drifter Kit Kat Kit Kat Chunky Lion Bar Milkybar Milkybar Buttons Munchies Rolo Smarties Toffee Crisp Yorkie Yorkie Raisin & Biscuit

SIZE Std Std Std Std Std Std Duo Std Std Std Duo Std Xtra Std Std Std Std Std Std Std Std Std Std Std Std Std Std Std Std Std Duo Std Std Std Std Std Std Std Std Std Std Std Std Std Std

RRSP £0.57 £0.57 £0.56 £0.57 £0.56 £0.59 £0.69 £0.51 £0.53 £0.56 £0.71 £0.51 £0.69 £0.51 £0.56 £0.52 £0.20 £0.20 £0.20 £0.59 £0.59 £0.59 £0.56 £0.54 £0.56 £0.58 £0.65 £0.57 £0.57 £0.61 £0.77 £0.58 £0.58 £0.53 £0.54 £0.54 £0.55 £0.47 £0.47 £0.70 £0.57 £0.47 £0.55 £0.56 £0.56

CONFECTIONERY – SUGAR Maynards Wine Gums Randoms Rowntrees Fruit Gums Rowntrees Fruit Pastilles Rowntrees Jelly Tots Skittles Starburst

Std Std Std Std Std Std Std

£0.47 £0.48 £0.48 £0.48 £0.48 £0.49 £0.49

CONFECTIONERY – MINTS & MEDICATED Tic Tac Mint Halls Soothers Blackcurrant Trebor Extra Strong Mints Trebor Softmints Peppermint Trebor Softmints Spearmint Polo Lockets Honey & Lemon

Std Std Std Std Std Std Std

£0.55 £0.67 £0.47 £0.47 £0.47 £0.47 £0.58

CONFECTIONERY – CHEWING GUM Airwaves Menthol Eucalyptus Airwaves Menthol Cherry Extra Cool Breeze Extra Ice White Extra Ice Peppermint Extra Ice Spearmint Extra Peppermint Handy Box Extra Peppermint Extra Spearmint Extra Strawberry

10’s 10’s 10’s 10’s 10’s 10’s 25’s 10’s 10’s 10’s

£0.45 £0.45 £0.40 £0.49 £0.49 £0.49 £1.00 £0.40 £0.40 £0.40

GROCERY – BREAKFAST CEREALS Kelloggs Bran Flakes Kelloggs Coco Pops Kelloggs Cornflakes

500g 295g 500g

£2.19 £2.09 £2.19

ITEM Kelloggs Crunchy Nut Cornflakes Kelloggs Frosties Kelloggs Rice Krispies Kelloggs Special K Kelloggs Variety Pack Nestle Multi Cheerios Nestle Shredded Wheat Nestle Shreddies Quaker Oats So Simple Golden Syrup Quaker Oats So Simple Original Alpen Weetabix Sugar Puffs

SIZE 375g 500g 340g 310g 8’s 375g 16’s 500g 8’s 10’s 375g 24’s 320g

GROCERY – HOT BEVERAGES Horlicks 300g Cadburys Drinking Chocolate 250g Cadburys Hot Chocolate 280g Carte Noir 100g Kenco De-Caf 100g Coffee Mate 200g Nescafe Cappuccino 10’s Nescafe Cappuccino Unsweetened 10’s Nescafe De-Caf 100g Nescafe Gold Blend 100g Nescafe Original 100g Nescafe Original 50g Nesquik Strawberry 300g Silverspoon Granulated Sugar 1kg Tetley De-Caf 40’s Tetley Green Tea 50’s Tetley Teabags 80’s Tetley Teabags 40’s Taylors Rich Italian 227g Yorkshire Tea 80’s PG Tips 80’s PG Tips 40’s Twinings Earl Grey 50’s *Scottish Blend 80’s *Nambarrie 80’s GROCERY – HOT BEVERAGES – LIFESTYLE RANGE GROCERY– HOT BEVERAGES – LIFESTYLE RANGE Teabags 80’s GROCERY – CANNED VEG, MEAT & FISH Heinz Baked Beans Heinz Baked Beans Heinz Baked Beans with Sausages Heinz Character Spaghetti - As Stocked Heinz Macaroni Cheese Heinz Ravioli Heinz Spaghetti Heinz Spaghetti Bolognese Heinz Spaghetti Hoops Heinz Spaghetti Hoops Heinz Spaghetti with Sausages John West Anchovies John West Mackerel Fillets in Tomato Sauce John West Sardines in Rich Tomato Sauce John West Tuna Light Lunch French John West Tuna Light Lunch Mediterranean John West Wild Pink Salmon Smash Original Smash Original Batchelors Bigga Marrowfat Peas Batchelors Mushy Peas Batchelors New Potatoes Batchelors Red Kidney Beans Branston Baked Beans Hunger Breaks All Day Breakfast Hunger Breaks The Full Monty Napolina Tomato Puree Princes Beef Paste Princes Chicken & Stuffing Paste Princes Corned Beef Princes Ham Princes 8 Hot Dogs Princes Red Salmon Princes Sliced Mushrooms Princes Stewed Steak

415g 200g 415g 205g 400g 410g 400g 400g 400g 205g 400g 50g 125g 120g 240g 240g 213g 176g 88g 300g 300g 540g 400g 415g 395g 395g 142g 75g 75g 340g 200g 400g 213g 300g 400g

RRSP £2.65 £2.39 £2.09 £2.69 £2.45 £2.29 £1.89 £2.29 £2.79 £2.79 £1.99 £2.59 £2.39

£1.99 £1.79 £2.09 £3.99 £3.79 £1.39 £3.00 £3.00 £3.39 £4.19 £3.29 £1.99 £2.09 £1.09 £1.59 £1.89 £2.45 £1.35 £3.65 £2.59 £2.51 £1.45 £2.99 £2.51 £2.29

£0.99

£0.69 £0.53 £1.07 £0.49 £1.07 £1.07 £0.60 £1.07 £0.60 £0.49 £1.07 £1.25 £1.55 £1.09 £2.49 £2.49 £2.49 £1.57 £0.99 £0.59 £0.65 £0.65 £1.09 £0.65 £1.85 £1.85 £1.25 £0.85 £0.85 £2.69 £1.39 £1.15 £2.99 £1.09 £3.59

ITEM

SIZE

Princes Tuna Chunks in Brine Princes Tuna Chunks in Sunflower Oil Princes Tuna & Mayonnaise Paste Green Giant Naturally Sweet NAS Sweetcorn Green Giant Original Niblets Sweetcorn Fray Bentos Chicken & Mushroom Pie Fray Bentos Meatballs in Gravy Fray Bentos Meatballs in Tomato Sauce Fray Bentos Steak & Kidney Pie Glenryck Pilchards in Tomato Sauce Spam Chopped Pork & Ham Tyne Beef Curry Tyne Chicken Curry Tyne Chilli Con Carne Tyne Irish Stew

160g 160g 75g 340g 198g 475g 410g 410g 475g 155g 200g 392g 392g 392g 392g

RRSP £1.55 £1.55 £0.85 £0.99 £0.79 £2.49 £0.95 £0.95 £2.49 £0.65 £1.85 £1.29 £1.29 £1.29 £1.29

GROCERY – CANNED VEG, MEAT & FISH – LIFESTYLE VALUE RANGE Baked Beans 400g £0.35 Tuna Flakes 185g £0.75 GROCERY – CANNED VEG, MEAT & FISH – LIFESTYLE RANGE Baked Beans 420g Carrots Sliced 300g Carrots Whole 300g Peas Garden 300g Peas Mushy 300g Peas Processed 300g Tomatoes Chopped 400g Tomatoes Peeled Plum 400g Tuna Chunks in Brine 185g

£0.55 £0.51 £0.55 £0.55 £0.41 £0.38 £0.55 £0.55 £1.35

GROCERY – SOUP Heinz Big Soup Beef & Vegetable Heinz Big Soup Chicken & Vegetable Heinz Chicken Soup Heinz Lentil Soup Heinz Minestrone Soup Heinz Mushroom Soup Heinz Oxtail Soup Heinz Tomato Soup Heinz Vegetable Soup Batchelors Cup a Soup Chicken Batchelors Cup A Soup Golden Vegetable Batchelors Cup a Soup Minestrone Batchelors Cup a Soup Tomato *Heinz Chicken Noodle *Heinz Scotch Broth *Baxters Chicken Broth *Baxters Lentil & Bacon *Baxters Minestrone *Baxters Scotch Broth

400g 400g 400g 400g 400g 400g 400g 400g 400g 4pk 4pk 4pk 4pk 400g 400g 415g 415g 415g 415g

£1.09 £1.09 £0.85 £0.85 £0.85 £0.85 £0.85 £0.85 £0.85 £1.75 £1.75 £1.75 £1.75 £0.85 £0.85 £1.25 £1.25 £1.25 £1.25

GROCERY – SAUCES & CONDIMENTS Amoy Dark Soy Sauce Heinz Salad Cream Heinz Tomato Ketchup HP Original Sauce HP Classic BBQ Sauce Lea & Perrins Worcestershire Sauce Dolmio Bolognese Extra Mushroom Dolmio Bolognese Extra Onion & Garlic Dolmio Bolognese Original Dolmio Creamy Tomato Pasta Bake Uncle Bens Express Basmati Rice Uncle Bens Express Egg Fried Rice Uncle Bens Express Long Grain Rice Uncle Bens Medium Chilli Sauce Uncle Bens Original Sweet & Sour Sauce Batchelors Pasta’n’Sauce Chicken & Mushroom Batchelors Savoury Rice Golden Batchelors Super Noodles BBQ Beef Batchelors Super Noodles Chicken Bisto Chicken Gravy Granules Bisto Gravy Granules Homepride Curry Oxo Cubes - Beef Paxo Sage & Onion Stuffing Sharwoods Green Label Mango Chutney Sharwoods Korma Sauce Sharwoods Rogan Josh Sauce

150ml 460g 460g 255g 425g 150ml 500g 500g 500g 500g 250g 250g 250g 500g 500g 122g 120g 100g 100g 170g 170g 500g 12’s 85g 227g 420g 420g

£1.29 £2.09 £1.89 £0.85 £1.59 £1.25 £2.35 £2.35 £2.35 £2.09 £1.70 £1.70 £1.70 £1.85 £1.85 £1.49 £1.09 £0.86 £0.86 £1.55 £1.55 £1.59 £1.39 £0.69 £1.69 £1.85 £1.85

ISSUE 19 2013

Retailer Matters 55

core range *Scotland only

ITEM Sharwoods Tikka Masala Sauce Colmans Bramley Apple Sauce Colmans Cheddar Cheese Sauce Mix Colmans Classic Mint Sauce Colmans English Mustard Colmans Sausage Casserole Mix Hellmanns Mayonnaise Hellmanns Mayonnaise Light Knorr Chicken Stock Cubes Pot Noodle Chicken & Mushroom Pot Noodle Curry Baxters Sliced Beetroot Branston Original Pickle Branston Small Chunk Pickle Chicken Tonight Honey & Mustard Chicken Tonight Spanish Chicken Haywards Traditional Onions Oceanspray Cranberry Sauce Old El Paso Fajitas Dinner Kit Sarsons Malt Vinegar Tilda Basmati Rice

SIZE 420g 250ml 40g 250ml 100g 40g 400g 400g 8’s 90g 90g 340g 360g 360g 500g 500g 454g 190g Kit 250ml 500g

RRSP £1.85 £1.29 £0.75 £1.29 £0.99 £0.99 £2.12 £2.12 £1.59 £1.10 £1.10 £0.99 £1.69 £1.69 £1.99 £1.99 £1.99 £1.25 £3.49 £0.85 £2.49

GROCERY – SAUCES & CONDIMENTS – LIFESTYLE RANGE Pasta Quills 500g Salt 750g Spaghetti 500g Sunflower Oil 1ltr Vegetable Oil 1ltr

£0.65 £0.55 £0.65 £1.95 £1.79

GROCERY – HOMEBAKE Nutella Carnation Evaporated Milk Ambrosia Creamed Rice Ambrosia Devon Custard Pot Ambrosia Devon Custard Angel Delight Strawberry McDougalls Plain Flour McDougalls Self Raising Flour Marmite Yeast Extract Del Monte Fruit Cocktail in Juice Del Monte Peach Slices in Juice Del Monte Sliced Pineapple in Juice Hartleys Best Apricot Jam Hartleys Best Raspberry Seedless Jam Hartleys Best Strawberry Jam Hartleys Strawberry Jelly Block Robertsons Golden Shred Marmalade Rowse Honey Pure & Natural Clear Squeezable Sunpat Peanut Butter Crunchy

400g 410g 425g 150g 425g 59g 1.5kg 1.5kg 125g 415g 415g 432g 340g 340g 340g 135g 454g 340g 227g

£2.19 £0.85 £1.19 £0.67 £1.15 £0.79 £1.85 £1.85 £1.55 £1.09 £1.09 £1.09 £1.75 £1.75 £1.75 £0.85 £1.89 £2.79 £1.75

GROCERY – BABY Farleys Original Rusks Heinz Country Veggies & Chicken Heinz Egg Custard with Rice Heinz Mums Creamed Porridge Heinz Mums Cottage Pie Heinz Mums Sweet Potato & Mince Heinz Rice Pudding Heinz Sunday Beef Dinner Huggies Pure Baby Wipes Pampers Baby Dry Size 3 Pampers Baby Dry Size 4 Pampers Baby Dry Size 4+ Pampers Baby Dry Size 5 Pampers Baby Dry Size 6 Sudocrem J&J Baby Bath J&J Baby Lotion J&J Baby Oil J&J Baby Powder J&J Baby Shampoo SMA Gold RTU SMA White RTU

150g 128g 128g 128g 200g 128g 128g 128g 64’s 22’s 20’s 18’s 16’s 17’s 60g 200ml 200ml 200ml 100g 200ml 250ml 250ml

£1.49 £0.49 £0.49 £0.65 £0.85 £0.65 £0.49 £0.49 £2.49 £4.49 £4.49 £4.49 £4.49 £4.49 £2.32 £1.19 £1.49 £1.29 £1.00 £1.19 £0.56 £0.56

PET CARE – DOG Cesar Turkey & Lamb Pedigree Dentastix Pedigree Jumbone Pedigree Original Pedigree Original

150g 7’s 2’s 1.2kg 400g

£0.85 £2.03 £1.88 £1.79 £0.68

ITEM

SIZE

RRSP

Pedigree Schmackos Beef Bakers Complete Beef & Veg Winalot Chicken Winalot Chicken

10’s 1.5kg 400g 1.2kg

£1.00 £3.99 £0.65 £1.49

PET CARE – LIFESTYLE VALUE RANGE Dog Food Superchunks Beef

1.2kg

£0.99

PET CARE – CAT Sheba Turkey & Chicken Thomas Cat Litter Whiskas Chicken Whiskas Chicken Pouch Whiskas Pouch Fishermans Choice Whiskas Pouch Poultry Whiskas Salmon Whiskas Temptations Chicken & Cheese Felix As Good As It Looks Ocean Feast Felix Chicken Felix Pouch Mixed Favourites Felix Tuna Pouch Go Cat Complete Duck, Rabbit & Chicken Go Cat Complete Tuna, Herring & Veg

150g 5ltr 390g 100g 12 x 100g 12 x 100g 390g 60g 12 x 100g 400g 12 x 100g 100g 375g 375g

£0.60 £2.65 £0.76 £0.40 £4.21 £4.21 £0.76 £1.38 £5.06 £0.70 £4.09 £0.48 £1.35 £1.35

PERSONAL CARE – TOILETRIES Gillette Blue II Fixed Disposable Razors Gillette Shave Gel Sensitive Head & Shoulders Shampoo Classic Clean Pantene Shampoo Smooth & Sleek Silvikrin Hairspray Firm Dove Cream Bar Lynx Bodyspray Africa Lynx Showergel Africa Sure APA Active for Men Sure APD Crystal Clear Aqua Carex Handwash Original Colgate Toothbrush Twister Colgate Toothpaste UCP Radox Showergel Fresh Moisture VO5 Mega Hold Gel

5’s 200ml 250ml 250ml 250ml 100g 150ml 250ml 150ml 150ml 250ml Single 100ml 250ml 200ml

£2.06 £1.99 £2.99 £2.79 £1.96 £0.59 £3.25 £2.54 £2.61 £2.49 £1.63 £1.00 £1.00 £2.59 £2.80

PERSONAL CARE – FEMININE HYGIENE Kotex Maxi Pad Normal Always Ultra Long Plus Always Ultra Night Always Ultra Normal Always Ultra Normal Plus Tampax Regular Tampax Super Bodyform Ultra Normal with Wings Lil-Lets Super

16’s 12’s 10’s 16’s 14’s 20’s 20’s 14’s 10’s

£1.15 £2.29 £2.29 £2.29 £2.29 £2.29 £2.29 £1.49 £1.60

PAPER Andrex Natural Andrex Natural Andrex Quilts White Andrex White Andrex White Fiesta Kitchen Roll White Kleenex Balsam Pocket Tissues Kleenex Balsam Regular Kleenex for Men

4 Roll 2 Roll 4 Roll 4 Roll 2 Roll 2 Roll 9’s 90’s 100’s

£2.82 £1.61 £2.85 £2.82 £1.61 £1.39 £0.43 £1.99 £2.34

PAPER – LIFESTYLE VALUE RANGE Facial Tissues Toilet Tissue White

120’s 4 Roll

£0.59 £0.79

PAPER – LIFESTYLE RANGE Kitchen Roll White Softest Toilet Tissue White Softest Toilet Tissue White

2 Roll 4 Roll 2 Roll

£1.19 £1.85 £0.99

NON FOOD – LAUNDRY Ariel Biological Ariel Excel Gel Bio Ariel Liquitab Biological Bold 2 in 1 Crystal Rain Daz Auto Regular Lenor Concentrated Spring Awakening Comfort Fabric Conditioner Original Blue

800g 592ml 11’s 800g 680g 750ml 750ml

£4.29 £4.59 £4.59 £3.99 £2.97 £2.13 £2.73

ITEM

SIZE

Comfort Fabric Conditioner Pure Persil Capsules Non Bio Persil Non Bio Persil Small & Mighty Liquid Non Bio Surf Small & Mighty Liquid Tropical Surf Tropical

750ml 10’s 850g 630ml 630ml 800g

RRSP £2.73 £3.49 £3.99 £4.41 £2.99 £2.63

NON FOOD – LAUNDRY – LIFESTYLE VALUE RANGE Auto Washing Powder 780g

£0.99

NON FOOD – LAUNDRY – LIFESTYLE RANGE Conc Fabric Conditioner Jasmine & Sandalwood

750ml

£0.99

NON FOOD – HOUSEHOLD Fairy Wash Up Lemon Fairy Wash Up Original Febreeze Airspray Cotton Fresh Flashguard All Purpose Liquid Lemon Flashguard Bathroom Spray Flashguard Spray with Bleach Flash Wipes Lemon Cif Cream Lemon Domestos Original Bleach Bloo Acticlean Original Dettol Surface Trigger Duck Liquid Fresh Finish All in 1 Mr Muscle Lemon Kitchen Mr Muscle Oven Cleaner Mr Muscle Sink & Plug Unblocker Mr Muscle Window Mr Sheen Original Shake ‘n’ Vac Citrus Blossom Vanish Carpet Powershot Vanish Oxi-Action Multi

433ml 433ml 300ml 500ml 500ml 500ml 40’s 500ml 750ml Twin 500ml 750ml 13’s 500ml 300ml 500ml 500ml 300ml 500g 600ml 500g

£1.51 £1.51 £2.99 £1.20 £2.25 £2.25 £1.00 £2.34 £1.17 £1.15 £2.03 £1.45 £3.99 £2.24 £2.59 £3.95 £1.99 £1.11 £1.15 £4.50 £4.59

NON FOOD – HOUSEHOLD – LIFESTYLE RANGE Clingfilm 300mm Disinfectant Firelighters Heavy Duty Refuse Sacks Kitchen Foil 300mm Press ‘n’ Seal Sandwich Bags Thick Bleach Original Wash Up Liquid Original

10m 500ml 14’s 10’s 5m 50’s 750ml 500ml

£0.55 £0.69 £0.80 £1.00 £0.69 £1.09 £0.79 £0.89

TOBACCO – CIGARETTES JPS Blue KS JPS Blue KS Lambert & Butler KS Lambert & Butler KS Richmond KS Richmond SK Windsor Blue KS Windsor Blue SK Mayfair KS Sterling KS Sterling SK Sterling SK

20’s 10’s 20’s 10’s 20’s 20’s 20’s 20’s 20’s 20’s 20’s 10’s

£6.61 £3.39 £7.45 £3.83 £7.11 £7.18 £6.61 £6.66 £7.21 £6.71 £6.76 £3.49

CIGARETTES – NO.3 (OWN BRAND) RANGE No.3 KS No.3 KS No.3 SK No.3 SK

20’s 10’s 20’s 10’s

£6.25 £3.19 £6.31 £3.20

CIGARS Classic Hamlet Hamlet Miniatures Café Crème Café Crème Blue

5’s 5’s 10’s 10’s 10’s

£4.81 £4.55 £4.30 £4.77 £4.77

TOBACCO Golden Virginia Golden Virginia Amber Leaf Amber Leaf Gold Leaf

12.5g 25g 25g 12.5g 12.5g

£4.32 £8.42 £7.93 £4.06 £3.77

ISSUE 19 2013

Retailer Matters 57

core range *Scotland only

ITEM

SIZE

RRSP

BEER Budweiser Bottle Budweiser Can Stella Artois Bottle Stella Artois Bottle Stella Artois Pint Can Stella Artois Can Stella Artois Can Tennents Super Can Carlsberg Can Carlsberg Can Carlsberg Export Bottle Carlsberg Special Brew Can San Miguel Bottle Skol Can Guinness Draught Can Desperados Bottle Fosters Gold Bottle Fosters Pint Can Fosters Can Fosters Can John Smiths Extra Smooth Can Kronenbourg 1664 Can Newcastle Brown Ale Peroni Bottle Peroni Bottle Tyskie Can Carling Pint Can Carling Can Carling Can Carling Zest Bottle Cobra Bottle Coors Light Can Corona Bottle Grolsch Bottle Crabbies Alcoholic Ginger Beer Old Speckled Hen Red Stripe Can *McEwans Export Can *Tennents Pint Can *Tennents Can *Tennents Can *Tennents Special Ale Can *Miller Genuine Draft Bottle

6pk 4pk 660ml 6pk 4pk 4pk 8pk 4pk 4pk 8pk 6pk 4pk 4pk 8pk 4pk 350ml 6pk 4pk 4pk 8pk 4pk 4pk 550ml 4pk 660ml 4pk 4pk 4pk 8pk 4pk 4pk 4pk 6pk 4pk 500ml 500ml 4pk 4pk 4pk 4pk 8pk 4pk 6pk

£6.49 £6.25 £2.25 £5.49 £6.79 £5.79 £8.99 £8.99 £4.50 £7.50 £5.00 £9.20 £4.59 £5.00 £6.36 £1.89 £5.79 £5.29 £4.49 £8.29 £4.49 £5.50 £2.25 £5.76 £2.67 £6.36 £5.29 £4.49 £7.79 £3.49 £4.99 £5.99 £9.19 £4.99 £2.39 £2.25 £4.99 £5.56 £6.68 £4.50 £8.29 £5.20 £7.74

CIDER Stella Cidre Bulmers No.17 Bulmers Original Bulmers Pear Jacques Fruit des Bois Scrumpy Jack Strongbow Strongbow Strongbow Pear Magners Original Magners Original Can Magners Pear Carling Cider Merrydown Dry Merrydown Medium Crumpton Oaks Frosty Jacks Koppaberg Mixed Fruit

568ml 568ml 568ml 568ml 750ml 4pk 4pk 2ltr 4pk 568ml 4pk 568ml 500ml 750ml 750ml 2ltr 2ltr 500ml

£2.15 £2.19 £2.01 £2.01 £5.40 £5.40 £4.25 £3.79 £4.49 £2.09 £6.25 £2.09 £1.89 £2.80 £2.80 £3.49 £3.87 £2.55

CIDER – ERIDGE VALE & WHITE STORM (OWN BRAND) RANGE Eridge Vale 2ltr White Storm 2ltr White Storm 1ltr White Storm 500ml WINE – WHITE Echo Falls Chardonnay Echo Falls Pinot Grigio Echo Falls White Hardys VR Chardonnay Hardys VR Pinot Grigio Kumala Cape Classics White Stowells Chenin Blanc Turner Road Chardonnay-Pinot Grigio

58 Retailer Matters

75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl

ISSUE 19 2013

£2.79 £2.99 £1.69 £0.99

£6.99 £6.99 £6.99 £7.39 £7.39 £6.09 £7.39 £6.09

ITEM Casillero Del Diablo Sauvignon Blanc Isla Negra White Barefoot Pinot Grigio Gallo Pinot Grigio Gallo Sauvignon Blanc Blossom Hill Chardonnay Blossom Hill White Jacobs Creek Chardonnay Jacobs Creek Semillon Chardonnay Lindemans Bin 65 Chardonnay Wolf Blass Yellow Label Chardonnay Oyster Bay Sauvignon Blanc

SIZE 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl

RRSP £7.99 £5.99 £6.79 £6.99 £6.99 £6.75 £5.99 £8.05 £8.05 £8.49 £9.29 £10.99

WINE – VINTNERS COLLECTION (OWN BRAND) RANGE Vintners Australian Chardonnay 75cl Vintners Californian Chardonnay 75cl Vintners Californian White 75cl Vintners Chilean Sauvignon Blanc 75cl Vintners Italian Pinot Grigio 75cl

£5.49 £5.49 £4.99 £5.49 £5.59

WINE – PREMIUM OWN BRAND The Narrows New Zealand Sauvignon Blanc

75cl

£6.79

WINE – RED Echo Falls Cabernet Sauvignon Echo Falls Merlot Echo Falls Red Hardys VR Cabernet Sauvignon Hardys VR Merlot Hardys VR Shiraz Kumala Cape Classics Red Stamp Shiraz Cabernet Stowells Tempranillo Turner Road Cabernet Sauvignon Merlot Casillero Del Diablo Cabernet Sauvignon Isla Negra Red Gallo Cabernet Sauvignon Blossom Hill Red Campo Viejo Crianza Jacobs Creek Grenache Shiraz Jacobs Creek Shiraz Cabernet Lindemans Bin 50 Shiraz Wolf Blass Yellow Label Cabernet Sauvignon Wolf Blass Yellow Label Shiraz

75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl

£6.99 £6.99 £6.99 £7.39 £7.39 £7.39 £6.09 £7.79 £7.39 £6.09 £7.99 £5.99 £6.99 £5.99 £8.69 £8.05 £8.05 £8.49 £9.49 £9.49

WINE – VINTNERS COLLECTION (OWN BRAND) RANGE Vintners Australian Shiraz 75cl Vintners Californian Merlot 75cl Vintners Californian Red 75cl

£5.49 £5.49 £4.99

WINE – PREMIUM OWN BRAND Don Fabian Spanish

£5.49

WINE – ROSÉ Echo Falls Rosé Echo Falls White Zinfandel Stowells Merlot Rosé Barefoot White Zinfandel Gallo White Zinfandel Gallo White Grenache Blossom Hill White Zinfandel Jacobs Creek Shiraz Rosé

75cl

75cl 75cl 75cl 75cl 75cl 75cl 75cl 75cl

WINE – VINTNERS COLLECTION (OWN BRAND) RANGE Vintners Californian White Zinfandel 75cl

£6.99 £6.99 £7.39 £6.79 £6.99 £6.99 £6.75 £8.05

£5.49

WINE – SPARKLING Asti Martini Jacobs Creek Sparkling White

75cl 75cl

£9.99 £10.39

WINE – PREMIUM OWN BRAND Prosecco Santa Loretta

75cl

£7.99

WINE – FORTIFIED WINE Stones Ginger Wine Martini Bianco Martini Extra Dry Harveys Bristol Cream Cockburns Fine Ruby Port Croft Original

70cl 75cl 75cl 75cl 75cl 75cl

£7.49 £9.49 £9.49 £11.49 £11.99 £12.99

ITEM

SIZE

RRSP

QC Cream QC Medium Taylors Select Port

70cl 70cl 75cl

£5.49 £5.49 £12.45

WINE – SPARKLING PERRY Lambrini Lambrini Lambrini Cherry

1.5ltr 75cl 75cl

£3.59 £1.79 £2.89

WINE – BELLARINI (OWN BRAND) RANGE Bellarini Bellarini

1.5ltr 75cl

£2.39 £1.35

SPIRITS & ARTD’S – SPIRITS Bacardi Jack Daniels Jack Daniels Southern Comfort Baileys Bells Whisky Bells Whisky Captain Morgan Captain Morgan Spiced Gordons Gin Gordons Gin Smirnoff Smirnoff Disaronno Glenfiddich Three Barrels Brandy Tia Maria Courvoisier Sourz Apple The Famous Grouse The Famous Grouse Jameson Malibu Russian Standard Glens Vodka Glens Vodka Glens Vodka Jagermeister *Bacardi *Drambuie *OVD Rum *OVD Rum *The Famous Grouse *Martell *Isle of Jura *Whyte & Mackay *Whyte & Mackay

70cl 70cl 35cl 70cl 70cl 70cl 35cl 70cl 70cl 70cl 35cl 70cl 35cl 50cl 70cl 70cl 70cl 70cl 70cl 70cl 35cl 70cl 70cl 70cl 70cl 35cl 20cl 70cl 35cl 70cl 70cl 35cl 20cl 70cl 70cl 70cl 35cl

£18.49 £23.99 £13.99 £19.99 £15.49 £17.49 £9.79 £17.49 £16.99 £16.45 £9.49 £15.99 £8.99 £14.59 £33.99 £17.19 £15.39 £25.70 £13.45 £16.59 £9.39 £21.95 £14.99 £16.30 £11.49 £6.59 £3.99 £22.45 £8.75 £27.10 £17.29 £9.65 £5.75 £26.49 £32.99 £16.50 £9.45

SPIRITS & ARTD’S – PRINCE CONSORT (OWN BRAND) RANGE Prince Consort Brandy 70cl Prince Consort Brandy 35cl Prince Consort Gin 70cl Prince Consort Vodka 70cl Prince Consort Vodka 35cl Prince Consort Whisky 70cl Prince Consort Whisky 35cl

£11.79 £7.29 £11.49 £10.99 £6.79 £12.49 £7.79

ARTD’S Jack Daniels & Cola Gordons Gin & Tonic Smirnoff Ice Smirnoff Ice Smirnoff & Cola Smirnoff & Cranberry WKD Blue WKD Blue WKD Iron Brew *Bacardi Breezer Orange *Morgans Spiced & Cola *WKD Red

330ml 250ml 70cl 4 x 275ml 250ml 250ml 70cl 4 x 275ml 70cl 70cl 250ml 70cl

£2.55 £2.09 £3.75 £4.59 £2.09 £2.09 £3.59 £6.05 £3.59 £2.99 £2.09 £3.49

LIGHT SPIRITS (OWN BRAND) RANGE V*dgrad V*dgrad

70cl 35cl

£5.59 £2.99

All RRSP’s listed are correct at the time of going to press, August 2013. We must stress that this is a recommented guide to pricing and you must use this giude in conjuntion with your knowledge of your store and your Customer base. E&OE.

Your Store feature

Bay Bashir’s award-winning Middlesbrough Store

This issue, meet Bay Bashir who owns Belle Vue Convenience Store and Beechwood Convenience Store in Middlesbrough

Q

When did you start out as a Retailer?

I bought my first Store in 1998 and have since bought another. I employ 10 staff and am looking to expand my business further.

Q

When did you join Lifestyle Express?

I made the decision to join Lifestyle Express in 2008 and I’ve seen my sales grow year-on-year.

Q

What is your unique selling point?

Q

What has been a recent success for you?

In the past few months I’ve started stocking

W

Customers appreciate my friendly approach. Being on first-name terms with regulars really builds a great relationship with local people in the community.

V V H F F X V

\ P The secrets of

Retailer Matters goes behind the scenes in a busy Store to discover the tools of the trade ISSUE 19 2013

Retailer Matters 63

feature Your Store

Bay employs 10 staff and says great service is a must

Promotions and leaflet drops are very successful

Eye-catching displays bring extra sales

YOUR STORE IN THE SPOTLIGHT Q Describe your Store in three words.

Bright, friendly and welcoming.

Q Describe yourself in three words.

Bold, outgoing and optimistic.

Q What is your bestselling product?

Carling lager 500ml.

Skol lager after my Wholesaler ran a promotion. Initially, I was sceptical about its low ABV and wasn’t sure how it would perform in my Store, but I created an eye-catching promotional display and this really got shoppers’ attention. I’m now selling more than 40 cases per week of a product that I didn’t even stock six months ago.

Q

How do you spread the word?

Leaflet drops are very popular with my Customers and I always make sure I have a great promotional display highlighting the best offers in Store.

Q

Are there any promotions that you always take advantage of?

We regularly run promotions on chilled beers and lagers, which are popular with shoppers. The stock was remerchandised with a greater facing and POS was used around the Store. We also make sure that we display large posters outside to grab the attention of potential Customers passing by.

64 Retailer Matters

ISSUE 19 2013

Q WHAT’S THE SECRET TO YOUR SUCCESS? Get in touch and share your story

retailermatters@ summersault.co.uk

What is the best thing about being part of the Lifestyle Express group?

It’s brilliant to join a symbol group without losing my independence as a local community Store. I take advantage of the Cash Back Incentives. They attract more Customers, which drives up sales, and getting Cash Back vouchers is an added bonus.

Q

What’s the best decision you’ve made about the Store?

The introduction of an EPOS system has been a great success. It is an essential tool to manage my business more effectively and saves me a considerable amount of time.

Installing an ATM has also proved to be a real boost to our sales and has considerably increased footfall.

Q

Any tips for other Retailers?

Q

What are your plans for the future?

Q

Final words?

Invest in staff training to ensure your Customers always get great service, whoever is working. And have high standards – I make sure my Store is as well maintained and presented as any supermarket, with clean, mopped floors and dust-free shelves.

I rotate my stock regularly and if something is approaching its sell-by date, I sell it in the right way at a reduced rate.

Never try and dupe a Customer as you will lose their trust.

I plan to expand to a third Lifestyle Express Store and continue to grow my business further afield.

Excellent Customer service is a must in a local community Store.

“Invest in staff training to ensure your Customers always get great service… And have high standards – I make sure that my Store is as well maintained and presented as any supermarket”

inbox

Get in touch at… retailermatters@summersault.co.uk or call 01926 319982

Are you social media savvy?

It’s always good to hear what’s on Retailers’ minds and one of the most frequently asked questions in your letters and emails is ‘how do I get started on social media?’. Here’s how WITH ONE IN TWO UK adults checking Facebook every day, are you making the most of social media to grow and develop your business?

If Facebook, Twitter, LinkedIn and other online sites have passed you by so far, it’s not too late to join the social media revolution and use it to spread the word.

By creating a Facebook page for your Store, you can use it as a tool to shout about news, deals and new product lines. Use it to share your promotions and generate more visitors to your Store.

NOT SURE HOW TO GET STARTED? HERE’S OUR QUICK-FIRE GUIDE TO SETTING UP A FACEBOOK PAGE Q Log in, and create a personal page if you don’t already have one.

Q From your personal page, create a business page that is linked.

Q Choose a Category for your business and name your page – the name of the Store will be the best way for your Customers to easily identify you.

Q Add a profile photo and cover photo of your Store (a shot of the outside, ideally with staff, works best) and basic information such as your location, phone number and website.

Q Like your page.

Q Add some information to the About page. A few lines about your Store and what makes it different will bring your page to life. Add info on any charitable work you do, or how you support your local community.

Q Have a look around Facebook and see if you can spot any local pages. Search for your town or community and ‘like’ those pages, so others will identify you with the area.

Q Invite people to see your page and start updating every few days with your latest offers and promotions.

DON’T FORGET YOUR OWN WEBSITE Customers tend to use websites for basic information such as opening hours and location, so make sure this information is clear and easy to spot.

Competitions, recipes and freebies are always great ways to encourage Customers to visit your website.

Turn to page 39 for top tips from Kincraig’s Calum Duncan (this issue’s Store profile) on what information to include.

WE WANT TO HEAR FROM YOU! Do you have a question for other Retailers? Do you want to ask Landmark Wholesale’s experts for advice? Or do you want to o tell other Retailers about something that worked really well for e you? Share your story, raise a question, or tell us your news – we want to hear from you. Get in touch by emailing

retailermatters@summersault.co.uk or call

66 Retailer Matters

01926 319982

ISSUE 19 2013

DID YOU KNOW? SIX BILLION HOURS’ WORTH OF VIDEOS ARE WATCHED ON YOUTUBE EVERY MONTH Engage with Customers with a Facebook page

DID YOU KNOW? TWITTER’S FASTEST-GROWING AGE DEMOGRAPHIC IS 55-64-YEAR-OLDS, AN INCREASE IN ACTIVE USERS OF 79%

Regularly Reg update your u updat w website

DID YOU KNOW? LINKEDIN HAS TWO NEW USERS EVERY SECOND