Retail Express – 13 August 2019

COMPETITION

Win £50-worth of tobacco papers and tips from Swan and OCB P11

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‘Disgraceful’ parcel deal between DHL, PayPoint and Pass My Parcel leaves retailers with a choice…

PAYPOINT OR NOTHING Read more on P3

NATIONAL LOTTERY

ESPRESSO ESSENTIAL LATEST

BACK TO SCHOOL

Camelot celebrates 25 years with the release of new games to help drive footfall

New supplier takes over from defunct firm and pledges to honour warranties

The must-stocks and trends to drive sales at the end of the summer holidays

P2

P4

P12-17

our say

Chris Dillon, editor - insight

You don’t need more data – just better ways to analyse it The suppliers and retailers that collaborate and use data to better understand consumer behaviour will be the winners over the next 10 years.

There are some great examples happening already. For the past few years, Ferrero has been teaming up with buyers from major retailers for days at their head office, using computer software to digitally construct tailored planograms that match shopper data.

When I saw the software in action a couple of years ago, I remember coming away feeling like I had seen behind the curtain of a data revolution that would open up to independent stores, but sadly only a minority of stores are taking advantage of the technology – or PACKAGING even have any access to it.

DATA IN A WAY This is something Ferrero is trying to put right. At its Christmas THAT IS EASILY event earlier this month (launches, UNDERSTOOD IS p9), the company also unveiled a trial with virtual reality headsets, ESSENTIAL FOR which places the wearer in a variBUSY BUSINESS ety of stores and wholesalers. The company plans to use this technol- OWNERS ogy to bring its insight to retailers on their own shop floors.

The tech behind the software has also come on in recent years. Now, Ferrero can track the projected sales increases of any recommended changes, which in previous trials have been accurate to within a tiny percentage.

Packaging data in a way that is easily understood is essential for busy business owners. It’s a challenge that trade press, suppliers and symbol groups need to rise to.

FOR MORE OPINION, GO TO PAGE 10 @retailexpress betterRetailing.com facebook.com/betterRetailing Editor – insight Chris Dillon @ChrisDillonNT 020 7689 3379

Editor – news Jack Courtez @JackCourtez 020 7689 3371

News editor Megan Humphrey @MeganHumphrey_ 020 7689 3357

Features editor Daryl Worthington @DarylNewtrade 020 7689 3390

Features writer Priyanka Jethwa @Priyanka_NT 020 7689 3355

Reporter Alex Yau @AlexYau_ 020 7689 3358

Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361

Reporter William Dodds @WilliamDoddsRN 020 7689 3350

Production editor Ryan Cooper 020 7689 3354

Editor in chief Louise Banham 020 7689 3353

Production coordinator Ashley Reid 020 7689 3368

Sub editor Jim Findlay 020 7689 3373

Head of sales Matthew Oliver 020 7689 3367

Sub editor Tom Allaway 020 7689 3395

Account director Charlotte Jesson 020 7689 3389

Head of design Anne-Claire Pickard 020 7689 3391

Senior account manager Natalie Reed 020 7689 3372

Designer Jody Cooke 020 7689 3380

Account manager Adelice Tatham 020 7689 3366

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The five biggest stories this fortnight 01

Camelot celebrates 25 years with new games

WILLIAM DODDS CAMELOT is preparing to mark 25 years of the National Lottery with the release of new games that aim to drive footfall for retailers.

A spokesperson revealed that a new anniversary scratchcard will be released this week in advance of Camelot’s birthday on 24 November.

This will include an extra game and represents the best chance of any product for customers to win £25.

Kamal Thaker, of Stop Shop News in Edgware, north London, told Retail Express he is con�ident the celebratory games will help drive interest.

“The National Lottery has always been a good seller for us and I have noticed scratchcard sales are on the rise,” he said.

“I’m sure the anniversary products will have an impact with bigger jackpots and more guaranteed winners. It will generate some interest, which will be good for business.”

Camelot also revealed two EuroMillions event draws

02

that will be in stores between 27 October and 8 November.

This includes a £32m jackpot raf�le that guarantees 25 millionaires, and a £25m

VOA report ‘disgrace’

THE Valuation Of�ice Agency’s (VOA) report on English business rate appeals has been branded a ‘disgrace’ by Colliers International.

The report claims the VOA is meeting its targets while reducing unnecessary claims from businesses.

However, Colliers’ head of business, John Webber, said: “It’s a disgrace. If you spoke to anyone who has tried to navigate through the system, they would tell you it’s a nightmare.” He blamed backlogs, form errors and staff shortages for the issues.

must-be-won Lotto, which will be drawn on 23 November.

The new games have arrived a month after Camelot launched its new retailer

03

hub, which incorporates new user-experience features, in addition to mobile optimisation, information and training guides.

McColl’s sells shops

MCCOLL’S has of�loaded 41 of its smaller stores and announced a £2.1m annual pro�it drop.

The ‘underperforming’ stores were removed as pro�its fell to just £200,000 for the six months ending 26 May. The �irm also acquired three new larger stores and refurbished 17 others. Ten

sites have been converted to the recently launched Morrisons Daily franchise.

McColl’s chief executive Jonathan Miller said it was looking to stabilise the business and continue shifting its focus from newsagent to convenience sites.

Sales support executive Michela Marino 020 7689 3382 Head of marketing Jessica Salisbury-Fielder 020 7689 3352 Managing director Parin Gohil 020 7689 3375 Management accountant Abigayle Sylvane 020 7689 3383

48,789

Audit Bureau of Circulations July 1 2017 to June 30 2018 average net circulation per issue

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04

Boris’s retail agenda

BORIS Johnson’s new cabinet will attempt to tackle retail crime and cut sin taxes with 20,000 new police and tax reviews.

Johnson pledged to “make streets safer” across England and Wales, and review “stealth sin taxes” that affect independent retailers.

Home secretary Priti Patel will oversee police recruitment, and previously claimed she would put her “foot to the throat” of police and crime commissioners who didn’t tackle retail crime. She has also spoken in favour of cutting minimum wages and worker protection.

05

C-store value levelled

UK CONSUMERS are seeking more specialist food shops, according to research from the ACS. The claim comes from its Community Barometer report, which looks at which services the public want around them as well as how

essential they feel those services are.

The report also found that the number-one essential service, and the service that people believe has the most positive impact on their local area, is the post of�ice, followed by convenience stores.

@retailexpress facebook.com/betterRetailing

13-26 AUGUST 2019 betterRetailing.com

chris.dillon@newtrade.co.uk 020 7689 3379

Anger at DHL and PayPoint’s parcel commission cuts MEGAN HUMPHREY RETAILERS who run a DHL parcel service will have to pay for PayPoint and receive less commission or lose the service altogether, following a new partnership between the two companies.

Last week, DHL revealed its ServicePoint network with Pass My Parcel (PMP) would be run through the PayPoint network.

PayPoint has con�irmed 500 of its sites are now running the new service. Retailers already partnered with

DHL’s Pass My Parcel who wish to continue the parcel service will have to sign up to PayPoint, and its weekly service fee of at least £10.25.

Asked by Retail Express to outline the new commission for retailers, DHL’s of�icial spokesperson refused, calling it “commercially con�idential”. However, it was uncovered that the rate will be nearly half of what retailers were earning with PMP. DHL had said the rate would be “competitive”.

Graeme Pentland, owner of Ashburton Village Store in Newcastle upon Tyne, said:

“I was earning 45p with PMP, so I’m certainly not working for PayPoint’s 25p – it has nearly halved. It’s absolutely disgraceful and I will be unplugging my DHL terminal straight away.”

When asked to comment on the reduced rates, a PayPoint spokesperson said: “Our standard commission rates for parcels are set competitively and remain the same as paid to over 7,000 of our retail partners across the UK who process over £21m parcels a year.”

NFRN national president Stuart Reddish said he had

warned DHL about the dangers of “getting into bed” with PayPoint.

“We are disappointed they’ve taken this route,” he said. “If you’ve got good parcel volume, look at other avenues, not PayPoint.”

When contacted separately by RN and Pentland, multiple DHL staff responsible for dealing with retailers were unaware that any changes in how the service was run had taken place.

A timeline for the switchover is yet to be announced.

Tobacco track and trace (T&T)

Pentland's unplugged DHL terminal

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Months until all tobacco stock sold has to be T&T compliant

T&T-compliant tobacco lines in Bestway

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Strikes in two years before retailers lose the ability to buy tobacco

Shops now licensed to sell T&T stock

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NISA: Nisa boss Ken Towle has highlighted the value of independent retail on national TV. Towle told BBC Breakfast that independent stores allow customers to “shop more locally” while the cost of travelling to larger shops “adds up”. He added that Nisa had contingency plans to ensure it could continue to support suppliers in the case of a no-deal Brexit.

Read more at betterRetailing. com/news/summer-availabilitybest-ever-claims-booker

9 3

GOOD WEEK

BOOKER: Booker has hailed its “best ever” summer availability of products, following investment from Tesco. The extra availability comes after Booker-partnered stores complained about an increase in delistings and substitutions. Tesco CEO Dave Lewis promised in June 2018 it would use its Greater Manchester distribution centre to maximise summer sales for retail customers.

Read the full story online at betterRetailing.com/ news/documents-revealtrack-and-trace-flaws

How is the legislation faring so far?

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BAD WEEK TOBACCO SELLERS: Retailers will bear increased costs as part of HMRC’s tobacco track and trace (T&T) legislation. The legislation introduced on 20 May requires wholesalers to pay for required software and equipment.

However, the FWD warned HMRC: “T&T costs will ultimately be passed onto the consumer.”

For track and trace legislation in numbers, see left BRITISH AMERICAN TOBACCO: British American Tobacco (BAT) was one of 18 businesses suspended from the Prompt Payment Code. The Chartered Institute of Credit Management confirmed BAT failed to pay 95% of supplier invoices within 60 days. The code was established in an attempt to end a culture of late payments among big businesses.

NEW

NEWS

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13-26 AUGUST 2019 betterRetailing.com

Phoenix Coffee rises from the ashes JACK COURTEZ NEWLY formed Phoenix Coffee & Supplies has acquired assets and distribution rights from now-defunct coffee-machine supplier Espresso Essential.

The move comes after thousands of stores were deprived of thousands of pounds each from owed stock and warranty protection when Espresso Essential entered administration.

After making a deal with the now-defunct �irm’s manufacturer, Flymax, Phoenix Coffee & Supplies pledged to honour warranty terms for Espresso Essential customers, but con�irmed it would not ful�il the stock owed.

Phoenix Coffee & Supplies owner Steve Lawley commented: “As we have only purchased a small number of assets, we are not in a position to honour any commit-

ments made by the directors of Espresso Essential.”

A staff member from the new �irm advised Retail Express that customers should instead approach the leasing �irm for compensation. Asked to comment on whether it would be allowing stores to exit its Espresso Essential lease agreements, Henry Howard Finance replied: “Clearly our customers have a �inance agreement

with us, so we urge them to make alternative arrangements for consumables should they choose.”

Rival coffee-machine suppliers Broderick’s and All About Coffee both announced discounts for former Espresso Essential customers. Ryan Gardiner, from All About Coffee, warned retailers that using the wrong supplies in machines could lead to costly breakdowns.

#LSS19

Tesco reveals another 4,500-staff cut-back THE threat of redundancy looms again for 4,500 staff at Tesco stores as the company announced plans to ‘simplify store operations’ in its smaller Metro and Express formats.

The news comes just months after 9,000 Tesco staff, mostly in larger stores, were put at risk in another round of job cuts.

The latest changes were spurred by the fact that while

CONNECT. INNOVATE. GROW. Join more than 100 like-minded retailers looking for ideas, stand-out suppliers and action plans that will help the convenience sector thrive. Take advantage of a full day of panel discussions, strategic sessions and networking opportunities.

He said: “You can get granulated milk at wholesalers like Booker, but if you put it in an Espresso Essential machine it will clog up because of its thicker consistency.”

The staff member at Phoenix Coffee & Supplies also told Retail Express that it had taken over Espresso Essential’s warehouse, but a shortage of machines or spare parts would cause delays for those awaiting machine repairs.

9 OCTOBER Royal Institute of British Architects, London

Metro stores were designed for “larger weekly shops”, Tesco claims 70% of customers were using the sites as convenience stores.

Under the changes, 134 Tesco Express stores – around 1% – will have their opening hours reduced, creating opportunities for nearby independent shops with later hours. The locations affected were not disclosed.

CHILLERS ARE FEELING THE HEAT

INDEPENDENT shops are running a higher risk of summer chiller failure due to skimping on maintenance, according to retailers and manufacturers.

Hot weather across the UK last month knocked out chillers up and down the UK. One retailer who admitted to not having their equipment serviced said they lost more than £1,000 in stock after a buildup of dust went unnoticed, causing the fridge to fail. He advised: “Take out a warranty and have your chillers maintained twice a month.”

Same-day click and collect for Filshill Register your interest to attend at betterRetailing.com/lss/register Headline partner

Learning partners

STORES supplied by JW Filshill can now take advantage of a same-day clickand-collect service from the wholesaler’s depots.

Monday-to-Friday orders, including those on bank holidays, must be placed before 2.30pm, and weekend orders must be placed by 10.30am for the new service.

The company’s retail sales director, Craig Brown, said the move would allow shop owners to save time on cash and carry visits.

A ‘click-and-collect lounge’ is under construction, offering those awaiting their orders a coffee and a well-earned chance to relax.

ACADEMY IN ACTION

PRODUCTS

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Gordon’s Pink now in 35cl bottles PRIYANKA JETHWA

Three-month follow-up:

IN-STORE DISPLAY Eighteen weeks ago, the IAA and MONDELEZ visited RAHUL ODEDRA’s store in Gloucester, to help him create impactful displays in store. Now, we find out what RAHUL has achieved

IAA ADVICE 1

Use tailored signs to highlight locally sourced products and deals.

2

Source rustic-looking baskets to promote the quality of local produce.

3

Work with suppliers to find out how to increase sales of bestselling items.

THE RESULTS

23%

AS GORDON’S Premium Pink Distilled Gin has sold 37% more in volume per week than its nearest competitor, the supplier has launched a 35cl format.

The new smaller bottle has an RRP of £11. Katie Thomas, innovation manager at Diageo, said that during the past year, Gordon’s Pink has contributed to more than 20% of the total value growth in the gin category, becoming the second-largest gin brand by volume in the off-trade after Gordon’s London Dry. She added: “Since its launch, Gordon’s Premium Pink Distilled Gin has played

a leading role in this growth, adding £105m to the total gin category in the past year alone.

“With the addition of a smaller-size bottle catering for more events, we’re con�ident the new 35cl bottle will enable retailers to tap into more opportunities, and will encourage the trial of �lavoured gin due to its lower price.”

In the past two years, more than 200 new gins entered the market. The Gordon’s brand has accounted for 44% of gin sales in the off-trade.

KP Snacks sends Pom-Bear to school

Coca-Cola brings back the memories

KP SNACKS’ new £2.3m campaign for Pom-Bear will centre on the core back-toschool period.

It will run for two months, doubling the length of the 2018 campaign.

The supplier expects to reach more than �ive million people with outdoor, digital and social media advertising.

COCA-COLA European Partners has launched a new campaign that celebrates memories sparked by the taste of Coca-Cola.

It features a TV campaign, as well as outdoor and digital advertising.

Walter Susini, marketing director for Western Europe at Coca-Cola, said: “The ad dram-

Kevin McNair, marketing director at KP Snacks, said: “We know that 78% of customers are more likely to purchase a product if they engage with it online.”

Gluten-free and under 100 calories per pack, Pom-Bear is worth £33m.

For more back-toschool advice, go to p12

atises the magic of the CocaCola taste with an animated tongue, and by reminding people of memories associated with taking that �irst sip of an ice-cold Coca-Cola.

“We wanted to show that not only is Coca-Cola a refreshing drink, but that it also has the ability to bring back positive memories.”

confectionery We placed signs in and biscuits store to highlight sales increase locally sourced products, helping drive sales. I’ve been working with Mondelez on the chocolate and biscuit category, making the area more impactful, and sales have increased by almost £200.

PARTNER ADVICE It’s been great working with Rahul. Be imaginative with your product displays to inspire customers to purchase extra items. Highlighting bestsellers, and having them at eye level, helps drive sales.

Susan Nash Trade Communications Manager Mondelez International

INSPIRE SHOPPERS TO BUY MORE Call us on 020 7689 0500 to find ways to pique interest with your displays and see how you can be a part of the next visit programme.

Next time: Responsible Retailing

Make some noise for a Mexican meal GENERAL Mills is raising the roof with its new £6m campaign for Old El Paso, ‘Make some noise’. It aims to drive more shoppers to the world foods aisle.

The campaign kicks off with a 30-second TV advert, which will also span video-ondemand and radio, supported

by social activity as well as instore PoS. Chris Doe, senior brand manager at Old El Paso, said: “We’ve seen the [world foods] category return to growth, with Mexican food increasingly popular. As an impulsive and expandable category, visibility is the most important driver.”

An Apothic summer for red wine lovers CALIFORNIAN wine brand Apothic is launching a new campaign focusing on raising awareness of its Apothic Red variety.

The ‘Beyond smooth’ campaign aims to introduce new drinkers to the red wine category and encourage those who are already familiar with wine to trade up.

The campaign will highlight Apothic Red’s style, and has been made to appeal to a broad range of consumers.

A 15-second video will be used on Facebook, Instagram and YouTube, and is expected to be viewed 24 million times.

In addition, recipe videos, including guidance on how to make an Apothic chocolate gâteau, Apothic ice cream and

an Apothic smoothie, will feature on its Facebook and Instagram channels.

13-26 AUGUST 2019 betterRetailing.com

Swizzels sweetens up for summer TO GET more shoppers to buy into its sharing bags range, Swizzels has premiered its new ‘Fun in the sun’ campaign.

It will be backed by ‘Snap your summer’, where shoppers have to take a picture of themselves with a Swizzels product for a chance to win a holiday worth £5,000, courtesy of On the Beach.

The competition will also be supported by the launch of a

collection of ‘summer essentials’ – a Drumstick lilo, Love Hearts beaker and water bottle, Refreshers towel, Drumstick towel and Squashies beach bag.

Alongside the consumer competition, Swizzels is giving retailers the chance to win a family holiday for four by purchasing three cases of Swizzels’ £1 price-marked hanging bags including Choos, Squashies and Loadsa bags.

KP SNACKS has been announced as the new Of�icial Team Partner for The Hundred, which aims to grow the popularity of cricket and get families active.

The Hundred, which launches in July 2020, will be screened live by Sky Sports and the BBC. Kevin McNair, marketing director at KP Snacks, said: “KP Snacks will be activating a series of marketing activi-

ties to leverage its association with The Hundred, including working together to support the ‘Our taste for good’ programme.”

WITH the intention of capitalising on the growing food-togo market, Rollover Hotdogs is switching up its packaging.

It will feature a new logo and taglines, such as ‘Hell yeah’ and ‘Hello sausage’. For retailers, new PoS will be made available.

Tony Owen, sales and marketing director, said: “Our new identity leaves nobody in any doubt about our offer and our mission to create a moment of on-the-go food enjoyment.

We will be more visible and

desirable for our consumers, and we have an identity and campaign to build on as we look to the future.”

PERFECTLY Broken is the new brand by snack supplier Nature Shift, available now from specialist wholesaler Tree of Life.

Perfectly Broken contains broken Fairtrade chocolate

pieces in three varieties, including Pretzel & Sea Salt, Almond & Sea Salt and Raspberry & Granola.

The products come in 50g and 100g packs, with a RRP of £1.85 and £2.99, respectively.

KP Snacks partners with The Hundred

Rollover for a brand new hot dog identity

Tree of Life’s perfectly broken chocolate

*JVA Research December 2018

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ACADEMY IN ACTION

PRODUCTS

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Cheeky Elf in the impulse market CHRIS DILLON

Three-month follow-up:

AVAILABILITY

In March, the IAA and BLU visited RANA ALI’s store in Errol to help him increase sales by improving his availability. Three months on, we discuss what he’s achieved

IAA ADVICE 1

Complete gap scans once a day to spot out-of-stock items.

2

Implement a traffic light system to identify what’s running low.

3

Trust staff with more responsibility, such as performing gap scans.

5%

THE RESULTS

We are now carrying increase out daily gap scans, in sales ordering out-of-stock products immediately, and have noticed a 5% sales increase. Staff have more responsibility and are more vigilant, and we’re getting in new customers as a result.

PARTNER ADVICE It’s fantastic that Rana’s sales have increased.

Good availability is key for customers, so it’s imperative for retailers to maintain high availability. Gap scans are a vital necessity for driving sales and increasing spend.

Mark Southgate Area Business Manager Blu

GIVE SHOPPERS WHAT THEY WANT Call us on 020 7689 0500 to find ways to anticipate shopper desires and see how you can be a part of the next visit programme.

Next time: Retail Innovation

FERRERO is investing £6.8m into its confectionery and spread brands this Christmas, as well as a raft of new products.

The launches come off the back of several successes during Christmas 2018, including a 4% increase in confectionery spend.

Kinder’s seasonal chocolate continued its steady growth, from £2.6m in 2013 to £12.3m in 2018. The seasonal range grew by £1.8m last year, spearheaded by Kinder Surprise 100g and Kinder Joy, which grew by 126% and 5.2%, respectively.

This year, Kinder Surprise

will contain polar bear toys, while Kinder Joy will be back with new festive designs.

The company’s 2019 range contains new advent calen-

rine last year, and became the second-biggest new product in the novelties segment.

This year, the brand is launching The Snowy Bear Figurine, RRP £5.38, as well as a Thorntons Continental Winter Markets Box, RRP £9.68.

Ferrero’s top performers last year also included Thorntons Continental, which grew by 14.2%.

For more products from the company’s seasonal range, go to betterRetailing. com/ferrerochristmas-2019

Lyre’s non-alcoholic spirits launch in UK LYRE’S Spirits has launched its range of non-alcoholic spirits into the UK, as more shoppers opt for no- and lowalcohol options.

Aimed at consumers looking to create bar-style cocktails at home without the hangover, the range is available in 13 varieties, including gin, whisky, rum, Campari, dry and sweet vermouth, absinthe, triple sec, amaretto

dars and gift products, as well as its �irst launch in seasonal impulse, Thorntons Cheeky Elf, RRP 75p. The character launched as a chocolate �igu-

and coffee liqueur.

Mark Livings, chief executive of�icer at Lyre’s Spirits, said: “We wanted to get as close as possible to the �lavours of original spirits.

We wanted to give people a toolkit to use in terms of making classic cocktails, as well as cocktails that they may be inspired to create.”

The range will be distributed by Proof Drinks.

Getting fruity with a new to-go flavour PEPSICO is adding a new �lavour to its Quaker Porridge To Go range, Blueberry & Apple.

The Quaker Porridge To Go range was the second-biggest contributor to the total cereals category growth in 2018, with the breakfast bar subcategory having grown by 1.6% in the past year.

The launch will be supported by a digital campaign, as well as in-store PoS to drive visibility.

Stephanie Okell, senior marketing manager at PepsiCo, said: “The new �lavour will be a great addition for retailers because Blueberry & Apple is Quaker’s numberthree �lavour across Oat So Simple pots and sachets.”

Sunny D is back with Report shows milk a canned carbonate alternatives growth SUNNY D is moving into the carbonated fruit drinks market with the launch of a sparkling version of Sunny D Tangy Florida (330ml).

The no-added-sugar drink will contain 26 calories per can, consisting of 13% juice, sparkling water and 75% of your recommended daily intake of vitamin D. It will come in 65p pricemarked cans.

A new nationwide sampling campaign, starting on 26 August, will support the launch.

More than 57,000 samples will be handed out in 17 cities, exposing the brand to over 700,000 consumers.

JUST under a quarter of Brits now drink plant-based milk alternatives, up from 19% in 2018.

The report by Mintel highlighted that 26% of women drink plant-based milk alternatives, and a third of 16-to-24-year-olds opt for these varieties.

Growth in milk alternatives has been largely fuelled

by new varieties, such as oat (up by 71% between 2017 and 2018), coconut (up 16% between 2017 and 2018) and almond (up 10% between 2017 and 2018).

But while plant-based milk alternatives continue to grow in popularity, they accounted for just 4% of volume sales and 8% of value sales of white milk in 2018.

13-26 AUGUST 2019 betterRetailing.com

S&B targets fans in run Otis is back with up to Rugby World Cup Halloween muffins S&B, THE Japanese wasabi brand, is targeting shoppers with a new campaign in the run up to the Rugby World Cup, which is being held in Japan this year.

Samples of S&B Golden Curry will be given away around London of�ice areas, and an on-pack promotion will be led with a ‘Love me or get me free’ sticker af�ixed on the S&B Golden Curry Medium Hot. The campaign will run from September to November.

S&B’s range includes Wasabi, Yuzu and Nanami pastes, as well as Curry sauces in blocks.

Kinder launches its Animal Adventures KINDER is launching a range of toys across its Surprise and Chocolate products, themed around the brand’s �irst own license – Animal Adventures.

Animal Adventures contain 21 toys and eight cards and stickers, and will run across single Kinder Surprise and packs of three, as well as 50g, 126g, 100g and 200g packs of Kinder Chocolate.

The brand is also looking to extend beyond the confectionery aisle and take facings in the chiller with two new products aimed at after-school snacking.

Kinder Milk-Slice is available in singles and packs of �ive, RRP 40p and £1.56, respectively, while Kinder Pingui comes in singles and packs of four, RRP 48p and £1.59, respectively.

AMERICAN sweet bakery brand Otis is getting into the spirit of Halloween with its limited-edition Halloween Muf�ins.

Available from next month, the chocolate muf�in contains vanilla cream, topped with a pumpkin-shaped decoration, and is wrapped in a Halloween-themed case.

Paul Maxwell, marketing manager at Aryzta Food Solutions, said: “The biggest spend at Halloween is on confectionery, with fun and affordability being the key sales drivers.

“Retailers can generate sales of the muf�in as part of an incremental deal, meaning there’s plenty of opportunity

to maximise sales from instore bakery this Halloween.”

The muf�in comes with an RRP of £1.49, and is supplied frozen for thaw and serve, in cases of 30.

JEKL is tapping into the premium snacks category with its new range of on-the-go beef products.

The 25g bagged snacks come in three �lavours: Spiced Teriyaki, Honeyed Jalapeno and Pineapple & Orange. The range has an RRP of £1.89 per bag and

comes in cases of 12 in shelfready packaging.

Russ Klinger, the brand’s founder, said: “Unlike biltong and jerky, Jekl is much more like roast beef in a bag, in three �lavours. It’s a game-changer for retailers who want a highmargin, trade-up alternative to conventional snacks.”

09

New microwaveable pouches from Florette FLORETTE is expanding its Naturally Tasty range with a microwaveable Green Beans pouch, RRP £1.99.

The Green Beans are prewashed and trimmed, requiring three minutes in the microwave before being ready to eat. The pack comes with a block of garlic & herb butter.

John Armstrong, marketing director at Florette, said: “At Florette, we recognise the growing need from consumers for convenience when they are cooking and preparing meals.

“Research shows that 65% of young families showed a high purchase intent for a convenient green bean product,” he added.

Bagged meat snacks Win £200-worth get a premium lift of Haribo stock YOU can win £200-worth of stock with Haribo as part of its latest retailer competition.

To be in with the chance of winning, retailers must purchase all six of its bestselling lines – Starmix, Tangfastics, Supermix, Giant Strawbs, Maoam Stripes and Maoam Pinballs – and then upload a copy of their sales invoice to promoentries.com/ hariboretail to be entered into the prize draw.

With a total of 30 prizes up for grabs, retailers have until 30 September to enter.

Claire James, trade marketing manager at Haribo, said: “The convenience sector is a key channel when it comes to planned and impulse purchases, so it’s important that

retailers have an attractive display of confectionery.”

WEETABIX is bringing back its ‘Any-which-way-a-bix’ campaign ready for the back-toschool period.

The multi-channel campaign will see a return of its TV advert, as well a social media push and online campaign.

There will also be new PoS available, including digital ads.

Originally launched in January to complement the ‘Have you had your Weetabix?’ campaign, ‘Any-which-way-a-bix’ has been an effective sales driver, the company said.

Kingfisher partners New CBD-infused and Any-which-way-a-bix with Southampton FC low-ABV craft beer in time for school KINGFISHER beer has announced its partnership with Premier League team Southampton Football Club.

As Of�icial Beer Partner, King�isher will now provide the match-day beer at St Mary’s Stadium for supporters, and will be launching a

Southampton FC signature ale, which will be available on draught at all home games.

David Thomas, commercial director of Southampton FC, said: “King�isher is a worldrenowned brand, and we are excited about being able to help them grow further.”

HOP & Hemp Brewing Co has launched the UK’s �irst CBDinfused low-ABV (alcohol by volume) beer.

Derived from the hemp plant, the CBD used in Hop & Hemp beer contains 0% of psychoactive ingredient THC. The �irst two beers from the range are the Easy Times IPA and Lowdown Lager.

With an ABV of only 0.5%, the beers contain 8mg of CBD per 330ml.

Charles Instone, director at Hop & Hemp, said: “We love beer. Sometimes maybe a little too much. That’s why we made it our mission to create brews that have all the big �lavours of the best craft beer that is suitable to drink throughout the day.”

10

DON’T MISS THE 23 AUGUST ISSUE OF RN

OPINION LEADING INDUSTRY OPINION ON THIS FORTNIGHT’S HOT TOPICS

What do you think? Get in touch for the chance to be featured in Retail Express

TRACK AND TRACE:

What did the tobacco industry advise?

“WHOLESALERS are unable to recoup the costs of integrating track and trace within their current software system, nor the costs of training, implementing, management, ongoing running or additional worktime. Such costs cannot be absorbed.

These costs will ultimately be passed on.”

Federation of Wholesale Distributors

“WE are comforted by assurances from HMRC in recent meetings that elements of the regulations, in particular those relating to sanctions and enforcement, will be revisited in the near future and enhanced by the end of the transition phase in May 2020.”

Unknown tobacco manufacturer

Wholesalers are unable to recoup the costs of integrating track and trace Advice and strategies on how you can best provide evening meal solutions for your customers

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AND NEWS E FOR G TITL LEADIN

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NEWSPAPERS

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Prices will rise, shortages will appear and there will be disruption

“BORIS became our local MP and he has visited my shop a couple of times. I have high hopes that once Brexit is sorted, he’ll start to make changes that are good for small retailers. He understands the way newsagents and convenience stores operate is changing.”

Gaurave Sood, Neelam Convenience & Post Office, Uxbridge

Ian Wright, chief executive, Food and Drink Federation

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s on how to better manage supplier ithadvice Retai RetailersSm share partnerships l crime out ● Iris Page 3 » rolls app h borde nies r ● Bu compa new ice siness o coffee t, we share rates ● New serv to se of tw Sin tax Circulation Protest collap out of pocke k out forSupport promises delivery es ● Pla the the rove The st As stic wa at to loo ment in success for boost for imp over new retailers ep-b ste ● manage t Page 6 » leaves advice on wh wes to Staff rig 3» th e the FT indies Co-op ystore mak sou step Pag ert hts NEWS

“A NO-DEAL Brexit will inflict serious damage on UK food and drink. Prices will rise, significant shortages will appear, and there will be far-reaching disruption. We urge the new prime minister to guarantee the closest possible trade and regulatory relationship with our neighbours.”

SMITHS NEWS: Is the £5 auto restitution good for news sellers?

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ay Bestw staff uffle reshdepartures

WHOLESA

POLITICS: What does Boris Johnson’s government mean for shops?

2

30/07/

2019

15:47

The best independent retailers stay ahead by reading RN each week.

Do you?

ORDER YOUR COPY from your news wholesaler today or contact Kate Daw on 020 7689 3394 TO ADVERTISE in RN, please contact Matthew Oliver on 020 7689 3367

»

“WE actually find the letter offering £5 automatic compensation offensive. A two-hour delay would cost our delivery business close to £100, not to mention lost shop sales. And no compensation for reruns. This letter should not be supported, it should be angrily challenged!”

Les Gilbert, Chard Newsagents, Somerset

“WE welcome this bold step.

At the earliest opportunity, we will be working closely with Smiths News to further enhance this scheme, given that the £5 payment will only come into effect when papers are two or more hours late, and reruns and claims are excluded.”

We will be working closely with Smiths to further enhance this scheme

Stuart Reddish, national president, NFRN

ACS COMMUNITY BAROMETER REPORT: What does it reveal?

Find your niche and make it known to customers

“LOCAL shops are a social hub for the community, especially for vulnerable customers or those less able to travel. Consumers sent a clear message that post offices remain important. Stores want to provide them, but cannot be expected to subsidise the network.”

James Lowman, chief executive, ACS

“THE report points out a couple of opportunities. It shows demand for specialist foods is at an all-time high. This can be East European, Middle Eastern, gluten-free, sugar-free or vegetarian ranges. Find your niche and make it known to your customers.”

Jack Courtez, editor (news), Retail Express

LETTERS

13-26 AUGUST 2019 betterRetailing.com

11

Letters may be edited

amit Puntambekar

Ash’s shop Nisa Local, Fenstanton, Cambridgeshire

Business rates – the importance of being vocal and the retail community

‘Menzies are as useless as the wet papers they deliver’ I AM a Menzies customer based in Johnstone in Scotland and I have recently faced issues with the tote boxes my magazines are delivered in.

On a number of occasions in the last few weeks they have become wet and the magazines inside have been damaged as a result.

Following the most recent example, I had to send back

a considerable number of magazines because of the state they were in. This has been an issue for a while.

They still haven’t sorted the problem and I am missing out on sales as a result.

I have had to reorder one of the partworks after water managed to get into the plastic, and I just don’t know how it happens. I don’t see why there should be that

level of damage when they are inside a tote box. This is one of the many ongoing issues I have with Menzies – they have been incorrectly delivering things at least once a week recently.

Jim Moorhead, Top Cards, Johnstone, Renfrewshire

Menzies responded: “We are sorry to hear about

these concerns. Menzies has a well-established customer enquiry service, which enables complaints to be dealt with directly.

Any customers who do have concerns, please contact enquiries.headof�ice@ menziesdistribution.com.

Alternatively, customers can call the number displayed on their paperwork to speak to a customer service advisor.”

TWEETS OF

THE WEEK

WIN £50-worth of tobacco accessories

Tweet us to get featured!

@retailexpress

Flood damage in a store in Stockport.

All hands on deck helping the retailer get back on track @NisaRetail @wesaynisa @milner_lauren @AndyMacNisa @JimLoweNisa @davidmoorenisa @NisaNeil

DESPITE us being a family business for more than 30 years, I am a relative newcomer to the retail industry.

An incredibly tough and challenging environment that is not for everyone.

However, I have loved every bit of the process so far.

There is a lot more to it than “selling tins of beans”. One of the most enjoyable Each issue, one of seven top aspects by far is retailers shares advice to the fantastic retail make your store magnificent community I have found. I expected people to be more insular, but I have found retailers who are incredibly open to sharing their years of wisdom. This has helped me develop as a person and a retailer. I thoroughly recommend engaging, sharing your knowledge and fighting for causes that affect all of us.

On that last point, something I have been working on with the ACS is business rates. It’s a system where your local village corner shop often pays more per square metre than an out-of-town supermarket with 400 parking spaces. This is a significant sum that we could invest back into the store or extra staffing.

So, what can we do? I believe we should focus on two core elements when talking about business rates. Firstly, we need to simplify the rates relief system, and bring it to modern standards. This can be supported by extending rates relief beyond the next financial year so that stores can continue to benefit from a third off their rates bill. Secondly, we need a system to incentivise investment. Currently, if you install air-conditioning, improve CCTV or extend your store, you get punished.

This is not right or fair.

A convenience store is more than just a business, it can often be a centrepiece of the local economy, and the heart of many villages. We are not shopkeepers, we are all hard-working entrepreneurs. This is something we must all work together on.

We need to simplify our message and focus on the two core tenets above. This will only take 20-30 minutes out of your working day, but we all need to start engaging more with our local MPs via emails, phone calls or letters, and work more closely with our trade associations. As a group of retailers we can make a difference, but we must do it together.

@NorthEastNisa

YOU can drive tobacco accessories sales with Republic Technologies’ filters, papers, lighters and recently upgraded, eco-friendly range of matches.

The RYO accessories specialist is giving five retailers the chance to win £50-worth of products, including premium, unbleached OCB Virgin Slim and Slim & Tips, plus a selection of iconic Swan products.

TO ENTER Fill in your details at:

betterRetailing.com/competitions Our competitions remain online for four weeks from publication date.

Editor’s decision is final.

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Get in touch

@retailexpress betterRetailing.com facebook.com/betterRetailing chris.dillon@newtrade.co.uk 020 7689 3379

CATEGORY ADVICE BACK TO SCHOOL

12

SCHOOLING SALES With September fast approaching, TAMARA BIRCH looks at what independent retailers should be doing to get the most from the back-to-school period

PREPARING FOR THE CLASSROOM BACK to school is a prominent time of year for retailers to drive footfall and meet demand. Although convenience stores might not be the place for school uniforms, they can make the most of accessories in time for September.

They should consider stocking stationery, lunchboxes and adding bite-sized snacking formats for parents buying at the last minute.

Using promotional displays can be an effective prompt to shoppers to stock up on essentials as September gets closer.

Retailers should also consider using price-marked products on popular brands, as 61% of shoppers believe they offer better value for money.

Amy Fisher, shopper marketing controller for Saputo Dairy (formerly Dairy Crest), says the appearance of a good deal can

greatly increase the chances of a purchase.

“Value for money appeals to just about everyone, and there’s no doubt the appearance of a good deal does a lot to turn a browse into a purchase,” Fisher adds.

Helping parents prepare children for school, for instance by stocking a core range of lunchbox fillers, is an effective way to drive footfall. Matt

Collins, trading director at KP Snacks, says two in five kids’ lunchboxes contain snacks to help them get through the day.

“The convenience channel is driven by top-up missions, with 23% looking for single-portion packs. Group commonly purchased products, such as soft drinks and crisps, together, and make use of PoS to maximise impact and inspire shoppers in store,” Collins says.

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CATEGORY ADVICE BACK TO SCHOOL

13-26 AUGUST 2019 betterRetailing.com

top tips

the stat

23%

Make the most of lunchboxes:

01

Focus on bestsellers with brands that shoppers know and trust to encourage impulse purchases.

02

Position bestselling lines in highly visible locations on the fixture (they should be central on the fixture, within the shopper’s eye line), and increase product visibility by front-facing.

03

Use manufacturer PoS to highlight key lunchbox products and launches that will interrupt the shopper journey.

04

Meet the demand for healthier lunchbox options with lower-sugar and reduced-fat varieties of shoppers’ favourite brands.

05

Stock biscuit and cheese snacking lines with sandwiches and drinks to drive on-the-go sales and appeal to shoppers who need products for lunchboxes.

15

of parents are looking for single-portion packs

RETAILER

VIEW

Julie Duhra, of Jule’s Premier Convenience Store in Telford, Shropshire, says making her back-to-school range stand out is key to driving sales Run effective promotions “Our promotions come from Premier, and they are really popular with customers. We’ll be running promotions on our stationery from the August bank holiday to the first week of September. We’ll use PoS and promotional bays to make the range appealing to customers.”

Don’t underestimate stationery “We stock everything a parent will need to buy for their children to be ready for the new school year. Stationery is a category often missed by retailers, but can help increase sales. We have a primary and a secondary school, as well as a college, nearby, so stationery is a popular category for us.”

SUPPLIER

VIEW

Chris West, channel director, convenience, at Birds Eye

“WITH the frozen-food shopper spending almost twice as much as the average convenience store shopper, it is important that they have access to the right range of products to suit their needs. Displaying complementary products together in store – such as by providing clearly signposted meal deal offers or bundles – helps to drive greater spend, particularly for top-up shops or a meal for tonight, which we have seen remain the top two reasons shoppers visit convenience stores in this category.

“This is particularly true around the ‘back to school’ period, too, where families are settling back into a routine and on the lookout for convenient products they can stock up on for quick and easy dinners throughout the week.

“Stocking the core ranges from recognisable brands such as Birds Eye, Aunt Bessie’s and Goodfella’s is essential as they are proven to help grow sales.

Bestselling products need to be included in meal bundles that suit the whole family to draw the shopper’s attention.”

Utilise other categories well “On any back-to-school-inspired displays, we will have confectionery stocked there, too, such as Haribo, which draws in the younger children. Parents remain in holiday mode until the end of August, but by attracting children to the display, it reminds them that the school term is approaching.”

CATEGORY ADVICE BACK TO SCHOOL

13-26 AUGUST 2019 betterRetailing.com

17

SUPPLIER

VIEWS

Laura Brickley, product retail manager at Avery UK, explains how to capitalise on labels all year round “THE back-to-school period is the busiest time, but parents often replenish items at the start of each term so it shouldn’t just be seen as an annual opportunity.

Parents may also be looking for items for key dates within the school year, such as new stationery for exam periods or costumes for World Book Day. Retailers who take the time to research these important dates in a school calendar can help drive sales. There are many teaching websites and social media groups that are worth following to capture these key moments in an academic year.”

Susan Nash, trade communications manager at Mondelez International, explains how retailers can sell more as children return to school

RETAILER

VIEW

“IT’S important retailers stock a wide range of products to tap into lunchboxes all year round, but particularly towards the end of the summer when parents will be getting ready for the new school term. Convenience shoppers will be looking for easy to pick up formats, which they can add to packed lunches or as part of a meal deal.”

Vin Patel, of Wady & Brett Londis in Ashford, Kent, shares his tips on preparing for the busy back-to-school period Build a promotional end-of-aisle display “In order to attract customer attention and build on our sales, we have a dedicated area for this period – usually a promotional bay or gondola. All special events throughout the year will be in a space where shoppers can locate the products easily and efficiently.”

Run promotions “A key benefit for us being part of a symbol group is the promotions and materials they send us, especially during the final few weeks of the summer holidays.

Make sure your promotions are easily sighted by your customers, and highlight cracking offers by using PoS on relevant categories.”

Try new things “As a retailer, I always look for ways to improve my store. Trying new products is vital for me to drive sales, so don’t be afraid to try new things in the lead up to September. We stock lunchbox fillers, and we are always thinking about the products we could use on our displays. Make each placement relevant to catch customer attention.”

Back-toschool options Three must-stock products Avery name labels With misplaced belongings common during term time, parents are always looking for ways to make sure their items are returned. Avery’s name labels are a way to increase spend from frustrated parents.

Dairylea Snackers Launched in 2018, Dairylea Snackers are lunchbox fillers aimed at children. Dairylea Snackers are available with Cadbury Giant Buttons packs.

Pom-Bear With 5.4 million families consuming Pom-Bear every year, it’s a great addition to any retailer’s range. PomBear is gluten-free and contains fewer than 100 calories, making it a healthy alternative for consumers.

We’ve had a reďŹ t

Faster access, 24/7 Refreshed membership packages Recommended content based on your preferences New tools and downloads Plus all the exclusive news and insight crucial to making better-informed business decisions, better stocking and pricing comparisons, and better relationships with your shoppers — and suppliers Harness the power of

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CATEGORY ADVICE FRESH & CHILLED

13-26 AUGUST 2019 betterRetailing.com

FRESH IDEAS Retailers large and small are finding fresh & chilled is a great way to boost basket spend in their stores. DARYL WORTHINGTON finds out where the opportunities are

the stat

45%

The average percentage of chilled items in shoppers’ baskets

KEEPING YOUR STORE CONVENIENT FRESH & chilled ranges are a great way for convenience stores to boost basket spend and establish themselves as the go-to location for a wide variety of their customers’ needs.

“Fresh & chilled is the largest sector in the total grocery market, with shoppers purchasing more frequently, which highlights the importance that retailers should place on chilled convenience,”

says Monisha Singh, shopper marketing manager at Kepak Consumer Foods.

A good fresh & chilled range also gives convenience stores a great way to take advantage of the latest healthy living and dietary trends, and the growing popularity of snacking and food to go.

“With 80% of shoppers who are looking for food-to-go products buying chilled items, and a

huge 45% of what goes in shoppers’ baskets being chilled items, it’s a category that can prove a real sales driver for independent retailers, particularly with more shoppers looking for quick meal-time solutions,” says Laura Sayer, head of Direct to Store at Costcutter Supermarkets Group.

“One of the biggest growths in this category has been towards pre-prepared fruit and

salads, which deliver quick and healthy solutions to meet shoppers’ needs.”

Of course, not every retailer has the space or resources to invest in large chillers and fridges, but that doesn’t mean they can’t find success by stocking a small, well-thought-out fresh & chilled range.

19

CATEGORY ADVICE FRESH & CHILLED

20

13-26 AUGUST 2019 betterRetailing.com

COOL LAYOUTS WITH chilled items making up a significant percentage of basket spend in convenience stores, it’s important to consider where exactly in the shop your fridges should be placed.

“Retailers can tap into the trend for on-the-go snacking by moving chilled sections to the front of the store. In order to meet this demand, it is crucial to ensure the fridge section is kept full and clean,” explains Matthew Paterson, brand manager at Kerry Foods.

“This could be the first stand consumers will see upon entering the store and therefore could be the first thing to turn consumers away. To further capitalise, a canny trick is to group items that customers will be looking to buy together and to use cross merchandising to make the shopping experience an easy one.”

Many retailers, large and small, are moving fridges in their stores to more prominent places, hoping to draw customers’ attention to fresh ranges. Jeet Bansi

laid out his shop to try and get the most from the category.

“We have promotional fridges containing fresh items right by the entrance – it’s the first thing our customers see when they come in. It sets the message straight away about the kind of store we are.”

Bansi adjusts the lines in these fridges seasonally, to keep customers coming back to the store and to let them know that they’re offering something a little different to their competitors.

RETAILER

Susan Nash, trade communications manager at Mondelez International Nine out of 10 households buy snacking cheese each year and, on average, purchase at least once a month. From the highly versatile cream cheese, to on-the-go cheese snacks, spreads and cheese slices, it’s important to be able to offer shoppers an option that meets their needs.

Six top tips for merchandising dairy:

VIEW

Jeet Bansi, Meon Vale Londis, Stratford-upon-Avon “I THINK fresh & chilled is an area that many retailers underestimate, but the category is worth 27% to 30% of our sales. We’ve invested a lot in having an extensive fresh & chilled range, and now have around 17 metres of fridge space for the category. Apart from some open-deck chillers for our fruit and vegetables, all of our fridges have glass doors, which improves their energy efficiency and attracts our customers’ attention.

“Like any category, it’s important in fresh & chilled to take some risks trying out new products to see what your customers want. Recently, we’ve had some big successes.

Tear-and-share cheesy garlic bread has done really well for us. We also stock the Charlie Bingham range of pies. I didn’t think we would be able to sell those around here as they’re quite a premium product, but they’re doing really well.

“Seasonal fruit and veg is another great opportunity.

Recently, strawberries have been doing incredibly well, as have other fresh fruits. We’ve also found that if a customer comes into buy some fresh mango or watermelon, it often leads to additional purchases elsewhere in the store.”

“Consumers want to be able to consume healthily but quickly to fit into their busy schedule. The retailers who take time to consider the options available and give them the appropriate space in store will be the ones to benefit from the trend for healthy snacking within its chilled section,” says Kerry Foods’ Paterson.

“It’s important for retailers to ensure they are providing a variety of options; shoppers today are used to being inundated with choice and a limited selection could impact sales.”

Not all retailers are in areas where these diet trends are popular, so it’s important to

01

Focus on the top sellers with brands shoppers know and trust, and avoid duplication.

02

Position the bestselling lines in the highest visibility location on the fixture (central, within the shopper’s eye line), and increase product visibility by front-facing rather than stacking them on top of each other.

03

Group formats and brands to help shoppers find what they’re looking for.

04

Use manufacturers’ PoS to highlight key products and new launches on the fixture.

05

Meet the top-up mission by stocking small packs rather than larger, bulkier packs as 59% of shoppers walk to their local store.

06

Cater for on-the-go missions by stocking cheese snacking lines with sandwiches and drinks.

RETAILER

VIEW

THE RIGHT BALANCE CONSUMERS’ diets are changing, with dairy-free, glutenfree, veggie, vegan and other options gaining popularity.

One in 10 consumers follow a dairy- or gluten-free diet, while the number of customers looking for vegan alternatives has increased by 360%.

Trends towards being more health conscious are also growing, with more customers looking for low-fat and lowsugar products.

This means convenience retailers need to find the right balance in the fresh & chilled ranges between these new trends and their more traditional bestsellers.

top tips

engage with your customers and find out if they’re looking for these options in your fridges and chillers.

Raaj Chandarana, Tara’s Londis, High Wycombe “OUR store is 650sq ft, and we only have one fridge, which contains all our chilled food items, as well as soft drinks.

“Recently, we’ve seen a significant uplift in hummus and dips in our chilled section. In terms of food-to-go options, chilled, ready-to-eat snacks such as cocktail sausages and chicken skewers are also doing well.

“We’ve tried running various vegetarian, vegan and lowgluten options in our chillers, but our customers don’t seem interested in them. We have limited space in our fridges and we’re just not seeing the rate of sale on those items to justify having them there.

“Having a food-to-go range is important to us. If a customer comes into the shop to buy a sandwich or a samosa, there’s a good chance they’ll buy a drink or a chocolate bar to go with it.

“We don’t have a lot of competition close by, so we don’t need to use meal deal promotions to drive extra sales.”

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13-26 AUGUST 2019 betterRetailing.com

RETAILER PROFILE PRITESH PATEL LINKSWAY NEWSAGENTS Location: Beckenham, Bromley Shop size: 800sq ft Staff: Two full-time

‘A NEARBY SAINSBURY’S HELPED OUR STORE’ DARYL WORTHINGTON FOR many retailers, a multiple opening a few hundred metres down the road can spell disaster, but Pritesh Patel, from Linksway Newsagents in Beckenham, Bromley, saw it as an opportunity to improve his business and strengthen his connection to his customers.

“The Sainsbury’s opened �ive or six years ago, but people prefer to come here,” Pritesh says.

“It’s because we’re a friendly shop. We always engage with our customers when they come in. If someone asks for a certain product we don’t have, I always do my best to get it quickly.”

Having a home news delivery service with more than 200 customers has been a big part of helping Pritesh connect with his community.

“During the weekend, customers come in to pay their paper bills,” Pritesh explains.

“That’s a great time to talk to them about what they want in the shop. Once a year, we’ll put a lea�let delivery in our newspapers, showing them the other services we can offer in the shop – like UPS, PayPoint, things like that.”

Building on the news delivery service, Pritesh is also happy to deliver other items to customers in the local area. “If a customer asks for something, I’ll get it to them as soon as I can,” he explains.

To do this, he and his wife keep business cards with their contact details behind the counter. They hand these to customers, so they know they can contact the store when they need to. “In the winter, if a customer has run out of gas in the middle of the night, they can call me and I’ll open the shop so they can top up their meter,” he explains.

“Our customers trust us. One even left keys with me when she went away, and asked me to look after her house. We have a few customers like that. This

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relationship keeps them loyal, and our reputation spreads by word of mouth.”

This community spirit extends to other businesses nearby, such as a café and a �ish & chip shop.

“We know which days each other goes to the cash and carry. The owner of the local café goes on Saturdays, and if I’ve forgotten something, he’ll pick it up for me. Likewise, if he’s running short on something, I’ll

SAINSBURY’S OPENED FIVE OR SIX YEARS AGO, BUT PEOPLE PREFER TO COME HERE

pick it up for him. We all look after each other,” Pritesh says.

The store is located opposite Eden Park train station, and is near two major schools, so its footfall is a mixture of school children and commuters. Although a relatively small store, they aim to meet these different shopping needs.

“We don’t do a �ixed meal deal. We have a �ive-star food hygiene rating, and my wife makes fresh rolls every morning, which we sell for £1.50.

“We also have a range of price-marked crisps, confectionery, chocolate and drinks,” Pritesh explains. “Customers pick what they want for lunch, and price-marked packs encourage them to get drinks and snacks with their sandwich.”

Pritesh entered retail 11 years ago, having worked in IT. It’s been a steep learning curve, but by speaking to his customers he’s made it a success.

“It’s about following the latest trends,” he says. “And serving the community around you.”

trends, but listen 1 Follow to your customers Pritesh says: “We keep track of the latest trends in the industry, but we also ask our customers what they think. This helps us know what new products we should introduce.” with 2 Connect the community “Great service is key. We have business cards that we give to our customers, so they know they can call us if they need something delivered to them,” Pritesh explains.

To see more photos of Pritesh’s store, go to betterRetailing.com/ linksway-newsagents

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a range of price3 Offer marked products “These are popular with customers, as they give a better sense of value. When they come in at lunchtime they’re more likely to pick up a chocolate bar or bag of crisps,” he says.

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