Retail Express – 17 December 2019

FIND YOUR PARTNER

Leading suppliers in six categories explain why you should work with them P12-18 SUPPLIER IPS PARTNERSH

12

GROWING TOGETHER

OUCHES N I COT I N E P

s six categories s to suppliers acros RETAIL EXPRESS speak can work with them in 2020 to find out how you Retail Express speaks

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Here, you supWhether it’s helping new with some of the biggest helpA good supplier partnership get the most out of a to see how they’re for engage delivering merchan- pliers THE way retailers product; ranging and retailers get the best but goes well beyond and leaving you to dising advice so your store ing businesses. with suppliers is evolving, their s are not you stockdevices. with full potential; or supplier partnership your own If you want to workcall on have reaches its important. the becoming any less The biggest suppliers and giving you expert insight on of them, give us a time of most data, trends, find- any 7689 3390, so we can help If anything, in a and access to the into retailers’ most important 020 partnercompetition you tie this increasing ing the right supplier to grow arrange a visit to your shop. are chang- when way knowledge of their shopper habits that strong in-depth and local area, the ship can be a great ing more frequently, your business. suppliers is customers both. collaboration with result is success for before. more vital than ever

Nordic Spirit shortly “We started stocking this year, and it has earlier after it launched far with our ally popular so been exception our first we sold out of customers – in fact, days. batch in just two a great product and is It’s a really innovative existing smokers and for ly nicotine alternative it to be particular vapers. We’ve found when adult situations social useful for certain smoke or vape. customers can’t in a be merchandised directly Nordic Spirit can and can be placed our countertop display intrigues . This really in front of customers a chance to discuss what us bought shoppers and gives has who Plus, everyone the product is. us has been back Nordic Spirit from to repurchase. this growing to capitalise on It’s been fantastic only this market will profit trend and we think offering significant continue to grow, retailers like me.” opportunities for

17 DECEMBER 2019-13 JANUARY 2020 STRICTLY FOR TRADE USERS ONLY

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LIER VISIT TO ARRANGE A SUPP

Why politicians, experts and shop owners believe facial recognition is next year’s cure for shop theft P3

ATM WITHDRAWAL ANGER

FACEBOOK UNDER FIRE

STARS REVEALED

Retailers hit back at operator NoteMachine over 99p customer fee introduction

Former business secretary praises stores for reporting illicit tobacco sellers

14 lessons from the retailers recognised by the Independent Achievers Academy

P2

P4

P26-29

our say

Chris Dillon, editor – insight

The five biggest stories this fortnight 01

Reflecting is fine, but only when plans are in place

Indies slam ATM operator over fee switch

ily in areas with fewer ways to access cash, largely due INDEPENDENT retailers to the large-scale closure of have hit out at ATM opera- bank branches,” they said. tor NoteMachine, claiming “Thus the decision to cut the it is favouring multiples after becoming the latest company to introduce withdrawal charges this year.

NoteMachine sent letters to some of its independent retailer partners, informing them their machines would switch from free-to-use to a 99p charge. Andrew Burns, of Nisa Brackendale in the West Midlands, said: “It seems independent retailers are being targeted.

“We’ve lost footfall and the nearest free ATM is a mile and a half away at a Tesco Express.

The multiples aren’t having these charges imposed and independent retailers are being affected.”

The company has 11,000 ATMs, but it did not con�irm how many were affected by the changes.

A NoteMachine spokesperson claimed its decision to implement the 99p charge was due to cuts in bank fees it received.

“Our machines are ordinar-

interchange fee, which has been taken under pressure from the banks, is having an impact on communities.”

The charge comes as rival

based store, which is due to open at the start of 2021, will not stock products from suppliers that do not attempt to reduce their carbon footprint.

It comes as the wholesaler pledged to not stock products sold in plastic containers.

PAYPOINT has increased its target for the rollout of its PayPoint One EPoS system after hitting its initial goal three months early.

The company is now targeting 16,500 sites by 31 March after it exceeded its

ALEX YAU

OVER the next two weeks, every trade press title, website and blog will release roundups of the year, reflections on 2019 and predictions for the future.

We’ve written some ourselves. The end of the year is a wonderful opportunity for considering what went well as a business, what could have gone better, and the threats and opportunities that lie ahead.

But even more important than reflecting on 2019 is the need to plan, and we at Retail Express, like every fortnight, want to help. On p12, you’ll find our supplier partnerships feature. We’ve spoken to top suppliers across alcohol, baby care, confectionery, protein, tobacco and next-generation nicotine that want to help you grow your sales and profits in the next decade.

We are also committed to WE’VE IDENTIFIED helping independent retailers VAPE AS AN on next-gen next year, with the launch of our new magazine, OPPORTUNITY Vape Retailer, which is out in THAT IS ONLY February. We have identified the category as an opportunity that GOING TO GROW is only going to grow, but speaking to retailers it appears that there is still a gap in knowledge.

This title will be dedicated to helping you achieve success in this category.

We’re optimistic about 2020 and we believe that the success embodied by our Independent Achievers Academy Category Stars (p26) show that all retailers can be optimistic, too. From all of us, thank you for your collaboration this year. Let’s make the next one even better.

FOR MORE OPINION, GO TO PAGE 8 @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 @PriyankaJethwa_ 020 7689 3355

Reporter Alex Yau @AlexYau_ 020 7689 3358

Production editor Ryan Cooper 020 7689 3354 Sub editor Jim Findlay 020 7689 3373 Head of design Anne-Claire Pickard 020 7689 3391 Designer Jody Cooke 020 7689 3380

Cotswold grocery

SPECIALITY wholesaler Cotswold Fayre is putting more pressure on suppliers to be environmentally friendly with the opening of its �irst grocery store.

Chief executive Paul Hargreaves said the Bristol-

03

PayPoint ups target original 15,800 goal by 200 this month.

PayPoint marketing director Steve O’Neill said it will be following up with retailers at the �inal 200 sites using the yellow T2 terminals, due to be decommissioned next year.

Digital content editor Jody Porter 020 7689 3378

Insight reporter Tamara Birch @TamaraBirchNT 020 7689 3361 Editor in chief Louise Banham 020 7689 3353

02

ATM operator Cardtronics introduced 95p transaction charges on 2,000 previously free-to-use machines at the start of the year.

Production coordinator Ashley Reid 020 7689 3368

Sales support executive Michela Marino 020 7689 3382

Head of sales Matthew Oliver 020 7689 3367

Head of marketing Jessica Salisbury-Fielder 020 7689 3352

Account director Charlotte Jesson 020 7689 3389

Managing director Parin Gohil 020 7689 3375

Senior account manager Natalie Reed 020 7689 3372

Management accountant Abigayle Sylvane 020 7689 3383

Account manager Adelice Tatham 020 7689 3366

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47,895

Audit Bureau of Circulations 1 July 2018 to 30 June 2019 average net circulation per issue

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04

Booker app success

JUSTIN Whittaker, of MJ’s Premier in Oldham, Greater Manchester, has generated £1,500 of additional weekly sales after taking part in a trial of a home delivery app

by Booker.

The delivery tool lists more

than 540 products including tobacco, hot food and alcohol.

A Booker spokesperson said: “We are currently in the process of trialling and reviewing a delivery app and will be in a position to update further when this is complete.”

05

DRS delivery plan

ONLINE delivery provider Snappy Shopper wants to help retailers in Scotland make the government’s upcoming deposit return scheme a success in its stores through a new service with its deliveries.

The service will allow customers to give their delivery drivers empty containers for processing in stores.

Snappy Shopper chief executive Mark Steven said: “We want to help retailers make DRS a success for their stores.”

@retailexpress facebook.com/betterRetailing

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

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

Facial recognition tech cracks down on shop theft MEGAN HUMPHREY INDEPENDENT retailers have praised the use of facial recognition technology to crack down on the rise of “brazen” shoplifters.

The technology, which uses a database to compare known faces recorded via a photo or video, was backed

by MP Kit Malthouse last month, as a way for convenience stores to �ight crime.

Speaking in the Houses of Parliament he said it has “signi�icant crime-�ighting possibilities” after a “recent court case established there

is suf�icient legal framework for its use and operation”.

Dave Hiscutt, owner of Londis Westham Road in Weymouth, Dorset, installed two cameras with the technology over a month ago in a one-off payment.

He told Retail Express: “It allows me to categorise certain customers who have offended before, or who look suspicious, so that when they enter the store an alarm sounds, and I receive an email noti�ication immediately.

“Each camera costs £350 plus VAT, which is only £210

more than a standard CCTV camera. It’s de�initely worth it because I have already seen results.”

A Budgens store in Aylesbury also reported a 25% reduction in shoplifting after it installed the technology.

Facewatch’s executive, Stuart Green�ield, con�irmed plans to focus on retail by promising to roll the technology out to a further 5,000 retailers over the next three years.

However, experts have warned that retailers must be aware of the dangers associated with using it.

CCTV Inspectorate’s chief executive of�icer, Ian Johnson, told Retail Express: “It’s here to stay, but businesses must

make sure they are up to date with the necessary legislation because it falls under the Data Protection Act.”

£42m

£5.55

Investment made by Welsh convenience stores

The average basket spend of Welsh stores

2,462

82%

Independent convenience stores in Wales

of independent retailers engaged with their community in the past year

“We had a letter from NoteMachine a couple of weeks ago telling us they’re switching us from free-to-use to a 99p charge. I’m appealing this because we get 14,000 transactions through the machine a week and there’s a worry, we’ll lose footfall to other stores in the area. We’re going to look around the area for any stores who offer a free cash machine. I’m also speaking to my solicitor on how we approach the situation with NoteMachine.”

Raj Aggarwal, Spar Hackenthorpe, Sheffield

WALES: Convenience stores in Wales generated £2.5bn in sales over the past year, according to the ACS Welsh Shop Report. It added that 82% of independent retailers in the country engaged with their communities over the period, while the average customer visited their nearest shop four times a week.

WHOLESALE: Hunt’s Foodservice has opened its first store offering ‘restaurant-quality wholesale ingredients’ to independent retailers. Retailers do not have to become a member of the wholesaler to buy products from the site. Managing director Richard Hunt said: “We’ve made great strides as a business in recent years, and this reflects that. We want to offer consumers quality produce at wholesale prices.”

BAD WEEK

The latest figures behind the ACS Welsh Shop Report

express yourself

GOOD WEEK

Go to betterRetailing.com and search ‘hunt’s’ to read more

WELSH SHOPS IN 2019:

the column where you can make your voice heard

03

RHINO MEDIA GROUP: Retailers are still trapped in lease hire contracts signed as part of a deal with struggling screen provider Rhino Media Group. The affected store owners are paying back as much as £14,000 to leasing firms, including White Oak Finance and Grenke, as part of the agreements.

CAMELOT: The National Lottery operator has denied retailers in and around London commission and thousands for good causes after banning sales from a super syndicate that spends up to £10,000 in a single draw. The restrictions were imposed in June, with one retailer claiming they had been given no reason why. Camelot claimed: “Our overarching objective is to raise as much money as possible for good causes in a socially responsible way.”

Go to betterRetailing.com and search ‘camelot’ to read more

How have retailers been affected by NoteMachine’s 99p ATM charge?

“I can understand ATM operators have had their fees cut and some cash machines don’t generate as much footfall as others, but it’s wrong to implement a blanket charge without the consent of the retailers who are affected. The retailers aren’t getting anything back either. If they really want to get independent retailers on their side, the ATM operators should at least give them back a percentage of the fees they charge per transaction instead of taking it all.”

Ralph Patel, The Look In, Woodmansterne, Surrey

“We offer free cash back services from the till as well as an ATM, which has a £1.95 surcharge. The cash back services were added after the ATM and we actively make customers aware of it, but it’s not really affected footfall to the cash machine. I think customers just prefer the privacy of using the ATM and knowing people won’t be able to see their balance or know how much they want to take out.”

Ken Singh, Boghar Bros Stores, Pontefract, W. Yorkshire

Do you have an issue to discuss with other retailers? Call 020 7689 3379 or email chris.dillon@newtrade.co.uk

Ken Singh

NEWS

04

Facebook illicit tobacco crackdown JACK COURTEZ ACTION by politicians, tobacco �irms and Retail Express has pushed Facebook to tackle the sale of illicit tobacco on its site.

A new survey by Retail Express revealed the number of illicit sellers advertising on the network has fallen by 76% since February, putting thousands of sales back in the hands of legitimate shop owners.

Facebook initially refused to remove many of the illegal posts, claiming they did not “violate its community standards”. The response and the evidence were sent to trading standards departments, HMRC and individual MPs. Heath Stores in Tunbridge Wells owner Kate Mills had long reported illicit sellers, but claimed the site often refused to take down posts.

Commenting on Retail Ex-

cco a b o T g

Rollin

press’s new survey, Mills con�irmed she has seen a drop in sellers. “There has de�initely been action. I am not seeing posts any more,” she said, adding that it took the intervention of her MP, former business secretary Greg Clark, to make the site take action.

The MP praised her actions, and told Retail Express: “Social media companies owe a duty of care to their users.

Just because their business

lity a u q ium

em r p o t ers p p ! o n i h s w e a d Upgra rice – What tp a e r g a

is online does not mean they should be exempt from the laws and standards by which everyone else lives.

“It’s disappointing it took my intervention to secure results, but if any other readers encounter similar issues, report them to your local MP, who will be able to raise them with the companies directly.”

Imperial Tobacco’s anti-illicit trade manager, James Hall, said 24,000 illicit tobacco adverts

have been removed from Facebook since 2017 through collaboration with the tech giant.

JTI UK’s ‘Project Talon’ also works to identify and remove illicit sellers. Anti-illicit trade operations manager Phil Charlton said it had been “a busy year” for the project, with 18,395 listings now removed since late 2015.

Charlton said this “equates to 228,000 counterfeit products worth a total of £1.9m”.

Refill milk success REFILLABLE milk is delivering results for John Vine, of Newsworld in Church Stretton, Shropshire.

He started working with Proper Good Dairy earlier this month to allow custom-

&

ers to pay £1.30 to �ill up 1l glass bottles, which are sold for £2. Each re�ill generates 30p gross margin.

“We sold 80 litres of milk on the Saturday when we started doing it,” he revealed.

Bestway customers make shift to online BESTWAY Wholesale is seeing more retailers switching to online ordering, according to trading director Kenton Burchell.

The Christmas period and Black Friday deals increased sales by 8.7% week on week.

The rise meant that, for the �irst time, 30% of Bestway Wholesale and the company’s foodservice arm BB Foodservice’s sales came from web orders.

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The company said new features such as shopper stats were helping store owners know what to stock.

For example, it advises that 31% of consumers plan on giving confectionery items as gifts this Christmas.

It’s not just Christmas boosting orders. Nisa forecasted a 15% sales boost on election day, based on proximity to polling stations.

Nisa tackles waste

50g

For Tobacco Traders Only. *RRP of 30g. RRP: for the avoidance of doubt, customers are free at all times to determine the selling of their product.

06.11.19 10:15

NISA is encouraging its partnered stores to sign up to surplus food sales app Too Good To Go in order to grow margins by cutting waste.

Stores that sign up can list goods close to expiry at av discounted price online for customers to order and pick up in store.

Nisa retail development manager Richard Shorney said

it was “a winning solution for our retailers”. Describing the impact on his Buggsi’s Nisa Local in Kensington, London, Rikesh Patel said: “Instead of throwing out £50 or £60 of fresh goods, the store has reduced wastage by about 50%.”

The app charges a £39 annual admin fee and takes £1.09 commission on every £3 bag of goods sold.

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

of Trebor Extra Strong Peppermint in a sugar-free, compressed format. Extra Strong is a sub-brand with a high level of awareness among UK consumers.

“By offering Extra Strong Minis in two formats, we know that shoppers looking for sugar-free products will have mints in the right pack format for them.”

VAMPIRE Vape has launched �ive nic salt �lavours, following a rise in smokers turning to vaping.

Nic salts are a popular as they deliver a nicotine hit similar to cigarettes.

The new varieties include Vamp Toes, Charger, Black

Jack, Ice Menthol and Sweet Tobacco, all of which have an RRP of £3.99 and can be ordered online at vampirevape. co.uk/contact-us.

Currently, 2.9 million Brits vape, and this number is continuing to grow as tobacco sales fall.

Vampire Vape adds to its nic-salt range

Walkers cases rise from 12 to 15 packs PEPSICO is increasing the case size of its Walkers pricemarked packs (PMPs) from 12 packs to 15 packs per case.

Walkers PMPs are available across Walkers core, Doritos, Sensations and its ‘family favourites’ snacks range, which includes Quavers and Cheetos. These brands have performed well in convenience stores, with the PMPs growing at 15% this year.

The new 15case format is initially available across the Walkers core, Doritos, Sensations, Quavers and Cheetos ranges,

with the full range available from January.

Will Kerr, head of impulse category at PepsiCo, said: “The popularity of PMPs presents a huge opportunity for retailers and reinforces the value message in the eyes of the consumer.”

Fatherson Bakery’s small-batch bakery WITH Christmas just around the corner, Fatherson Bakery has launched a range of Christmas bakery treats, which are available to Budgens and Londis retailers, and selected independent retailers.

The range includes mince pies, Christmas loaves, festive cupcakes in a limited-edition Christmas tree platter and Christmas sponge puddings.

The RRP of the products range from £2.99 to £8.99, and they are on sale now.

Charlotte Flook Head of Ribena at Lucozade Ribena Suntory

Bake more sales this Christmas WITH Christmas in sight, Brits have never been more inspired to bake, presenting retailers with an opportunity to capitalise on increased sales.

This is according to research

by Stork, which in its recent survey found that while cakes remain the favourite thing to bake with 82% of those asked, there is a growing interest for healthier alternatives.

“A quarter are choosing to make free-from bakes, while a �ifth are opting for healthier creations. The biggest growth area comes from veganfriendly bakes (43%), which is being driven by millennials and Gen Z consumers,” it stated.

When shopping for ingredients, over half of bakers state that quality of ingredients

is the most important element – reaf�irming how important it is for retailers to stock branded products.

Consumers also said they would be 44% more likely to buy baking ingredients when merchandised together.

LOVE Drinks has added two limited-edition Swedish gins from European brewery Hernö to its range.

The two lines that have launched in the UK include Hernö Sipping Gin (£87.95) and Hernö Blackcurrant Gin (£40.95). The gins are available in 500ml bottles.

Samantha Burke, managing director of Love Drinks, said: “With a reputation for its quality and innovation, Hernö continues to lead the way when it comes to unique craft gins that capture the imagination of bartenders and consumers alike.”

Love Drinks adds Swedish gins to range

Making the most of a new launch from one of Britain’s favourite brands Ribena sells an incredible 124 bottles every minute1.

It is a brand that holds a special place in the hearts of shoppers, who choose Ribena because of its great taste and British heritage.

This year we’ve invested more than £10m in the Ribena brand with a high-impact TV and digital ad campaign – Blackcurrant Artistry since 1938, most recently seen on screens in September – that emphasises the history, heritage and craft that goes into creating Ribena.

The campaign celebrates Ribena’s expertise and it has been fantastic in helping to put the brand right at the front of shoppers’ minds.

While the heritage of Ribena is important, we know the soft drinks category, and consumer tastes, are constantly evolving, and so we need to adapt along with them. This year, the brand moved into the enhanced and flavoured waters category for the first time with the launch of Ribena Frusion.

Ribena Frusion is unique in the soft drinks category, using blackcurrant water naturally infused with real fruits and botanicals. Low in calories, rich in vitamin C* and with no sweeteners or preservatives, in consumer testing 89% of respondents said they would buy Ribena Frusion.

Ribena Frusion sits in a different category to its original versions. It is a flavoured and enhanced water, and will appeal to shoppers looking for ‘enjoyable wellness’ – a trend that saw 156 million more soft drinks consumed by health-conscious shoppers versus the previous year, for example.

Enhanced waters have seen growth of 30% since 2011, and growth is forecast to accelerate to 44% by 2022.

Ribena Frusion is ideally placed to cater for the consumer need for tasty hydration, wellness and enjoyment, while bringing incrementality to the category.

Retailers need to look at bestsellers and well-loved brands, while also looking into categories that will drive future sales.

Ribena is a key brand in helping make that happen.

FIND MORE ON OUR CATEGORY INSIGHT STRATEGY AT LRSUNTORY.COM/TRADE

*Ribena Frusion provides vitamin C which helps protect your cells from oxidative stress

EXT IRI MarketPlace GB, value sales, latest 52 weeks 28.07.19 2MMR, purchase intent on Ribena Frusion concept, liquid quant test, August 2018 3 KWP Usage: Total Soft Drinks 52 w/e December 2018 vs 2017 4IRI, MPF, YTD to 26th August 2018 5IRI, MPF, YTD to 26th August 2018 6EXT IRI MarketPlace GB, value sales, latest 52 weeks 28.07.19

MONDELEZ has introduced a sugar-free variety of Trebor Extra Strong Minis, available in a 12.6g dispenser pack (60p) and a 44.5g 100-mint pot pack (£1.30).

Trebor Extra Strong Minis follow the launch of Cool Drops, the brand’s �irst hard-boiled, sugar-free candy earlier this year, which contains fewer than 100 calories per pack.

Laura Trampe, brand manager for Trebor at Mondelez International, said: “Growth for the brand is being driven by products such as multipacks and, more recently, Cool Drops.

“Trebor Extra Strong Minis offer the intense hit

Advertorial

1

An extra strong mini format from Trebor

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PRODUCTS

06

Nestlé unveils 2020 Easter range NESTLE Confectionery has launched a new range of themed confectionery ahead of Easter under a range of brands.

First, the supplier is launching Smarties Bunnies, with �ive varieties available – Cool, Cute, Smart, Happy and Silly. The bunnies comprise a chocolate shell with mini Smarties inside.

They will be available in a range of formats, including single 18.5g (RRP 65p), multipack (RRP £2), small novelty 50g (RRP £1.49) as well as medium novelty 94g (RRP £2.49).

Alongside this will be a new Bunny Family Gift Pack that

contains one 94g bunny and three 18.5g impulse bunnies (RRP £3.99).

In the mini eggs category, the supplier is launching Aero Milk Chocolate Mini Eggs (RRP £1).

Also new for 2020 is Aero Milk Chocolate Eggs. They will join Smarties Mini Eggs and Milkybar Mini Eggs.

New to its giant eggs range is a Milkybar Mix Ups Giant Egg (RRP £7.49), which includes a 95g sharing bag of Mix Ups. In the premium eggs category, Aero is launching an Aero Bliss premium egg with an RRP of £10.

The supplier says that the spring season is worth £506m, growing 7.7% year on year.

In this period, children are central to the season and chocolate eggs and novelties

PERNOD Ricard is raising awareness of Kahlúa as an essential ingredient for an Espresso Martini with a new outdoor campaign.

A mural in Shoreditch, east London, will be live from this week until the end of the year.

The campaign will span nine other cities throughout

the UK, including Birmingham, Manchester, Leeds, Nottingham, Newcastle, Glasgow, Edinburgh, Bristol and Southampton.

It will also be supported in store and on social media, encouraging consumers to recreate one of their top 10 favourite cocktails at home.

DR. OETKER has added three traybake kits to its range of baking products.

The kit contains frosting, a baking tray and cake mix, and makes 12 portions.

The varieties available are a Lemon Drizzle Traybake Kit (375g, RRP £2.50, four units per case), Carrot Cake Traybake Kit (425g, RRP £2.50, four units per case)

PRIYANKA JETHWA

remain popular, with each household spending an average of £17 on these items.

Optimum Nutrition enters Unitas deal SPORTS nutrition brand Optimum Nutrition has partnered with Unitas Wholesale, which supplies the Today’s and Lifestyle Express fascias, to encourage retailers to invest more in the growing protein category.

High-protein snacks grew by 40% this year alone, and through the Unitas Plan for

Pro�it app, convenience retailers will have access to information and advice on how to drive additional pro�it from the category.

Some of its range includes Optimum Bar (£2.29), Protein Crisp Bar (£2.29), NutaGo Low Sugar Protein Wafer (£1.79) and new BSN Protein Bar (£1.49).

Pernod Ricard in mural Dr. Oetker expands You’d better believe campaign for Kahlúa range with traybakes the butter is back

A new fizzy energy drink from Grenade GRENADE has launched its �irst carbonated energy drink, Grenade Energy, with an RRP of £1.99 (330ml can).

With a fruity �lavour, the drink will be available �irst to Budgens and Londis retailers through Booker Retail Partners.

It is designed for gym-goers, busy parents and workers looking for an energy boost.

Grenade Energy is sugar-free and contains caffeine.

The drink follows the launch of its vegan Go Nuts range earlier this year.

and a Chocolate & Salted Caramel Traybake Kit (425g, RRP £2.50, four units per case).

The range is available to independent retailers from all major wholesalers now.

UPFIELD has relaunched I Can’t Believe It’s Not Butter! with revamped versions of its Original and Light varieties, alongside a new addition, I Can’t Believe It’s Even Butterier! Gold.

I Can’t Believe It’s Not Butter! Light will also return to shelves at the same time.

The new Gold variety is designed for baking and is made with buttermilk. The includes design refresh new packaging.

The Light and Original varieties have an RRP of £1 each (PMP) and the Gold has an RRP of £1.30.

David Salkeld, general manager at Up�ield, said: “Since the formation of Up�ield, we have focused on strengthen-

ing all aspects of our spread’s range. We recognise the need to offer consumers a quality product at a value price.”

WHOLE Earth has announced it will be an of�icial supporter of Team GB in the run-up to the Tokyo 2020 Olympic Games, as it aims to boost awareness of the brand’s health claims, and drive category growth.

The one-year partnership will see Whole Earth become the of�icial peanut butter of Team GB.

This will be executed through advertising, in-store marketing, experiential and social media activity.

Bryan Martins, marketing and category director at Wessanen UK, owner of Whole Earth, said: “Team GB is about bringing out the best in people.

That’s an ethos that chimes with our brand values.”

Paul Hollywood range Whole Earth to now in four-packs sponsor Team GB FROM the start of 2020, St Pierre is making Paul Hollywood Ready to Bake Crusty Rolls and Multi-Seed Rolls available in a four-pack, and is delisting its six-pack.

Its RRP will change from £1.70 to £1.40. The brand

says reducing the price to £1.40 will encourage trial and increase how often people buy them.

The new price will enable promotions, such as packs for £1 and end-ofaisle promotions.

ADVICE

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

07

In partnership with

ARE YOU READY FOR THE MENTHOL BAN? Retailers have just five months to get to grips with what the menthol ban means for their stores.

DUNCAN CUNNINGHAM, corporate affairs director at Imperial, explains what it means for retailers

WHAT’S HAPPENING?

WHAT DO I NEED TO DO?

May 2020 is the deadline The government began the process of phasing out flavoured tobacco products in May 2016, with a complete ban due to be in place by 20 May 2020.

The ban is part of the European Tobacco Products Directive (EUTPD).

Understand the changes Menthol and crushball sales are collectively worth 26% of the total UK tobacco market1, which means they make up nearly one in four cigarette sales. This is an important change that retailers need to be prepared for to avoid missing out on sales.

Menthol cigarettes will be illegal In line with the EUTPD regulations, flavoured rollyour-own tobacco has already been banned from sale.

The latest ban will be enforced on menthol tobacco products that contain menthol flavourings in any of their components.

Talk to your customers We believe conversations around the forthcoming menthol ban should start happening now. Experience tells us that consumer awareness of tobacco legislation tends to be relatively low until it hits the shelves.

Menthol smokers will go elsewhere The ban on menthol tobacco products will leave many existing adult smokers without their product of choice.

Some smokers may simply switch to other traditional tobacco alternatives, many menthol consumers may also use this as an opportunity to explore vaping.

Adjust your product range The sale of menthol and crushball tobacco products will be permitted up until 20 May 2020. However, retailers should prepare now and begin conversations with their customers. This includes adjusting product ranges to cater for menthol shoppers seeking to stay in tobacco, as well as those looking to switch to vaping.

RETAILER

VIEW

Atul Sodha, Peverills Londis Harefield, Uxbridge, London “THE menthol ban is different to track and trace, because it affects our customers. I am concerned about the lack of information available to retailers regarding what trading will be like after the menthol ban. It’s great that suppliers, such as Imperial, have agreed to buy back stock, but it’s now important they work with retailers to show us what will happen after.

“Many retailers will be missing out on sales when the ban is introduced, so suppliers need to reach out to retailers, and vice versa, about new and existing products they can stock.

“Shoppers are aware the ban is coming, but they aren’t clear when the deadline is. I’ve been speaking with shoppers who purchase menthol cigarettes and letting them know about the deadline. My next step is to use PoS highlighting the key facts and the final deadline to enlighten shoppers.”

1

ITUK Estimates

For more menthol ban advice, and the latest vaping and tobacco launches, go to betterRetailing.com/category/products/tobacco

08

DON’T MISS THE 20 DECEMBER 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

BUSINESS RATES: How will

Scotland’s latest move affect shops? ”TAKING business rates out of the hands of ministers and handing control of this tax to councils places a huge question mark over existing Scotlandwide rates reliefs, including those proposed to exempt reverse vending machines.

Retailers now face further uncertainty over whether the proposed DRS exemption can be delivered.”

2019

Ewan MacDonald-Russell, head of policy, The Scottish Retail Consortium

Who got your vote?

The Retailer Choice Awards winners are announced

“WE are extremely concerned.

Up until now, Scotland has led the rest of the UK in implementing measures like the Business Growth Accelerator Relief, but local rates setting could mean a huge step back for rates reform. Businesses must not be left with the threat of higher rates bills and additional local levies.”

James Lowman, chief executive, ACS

This could be a huge step back for rates reform

PLUS CRIME: What needs to happen at a local level to make shops safer?

Your copy of The Retail Success Handbook: Run a Better Store in 2020

D WS AN FOR NE TITLE ADING THE LE

THE LEADING TITLE FOR NEWS AND CONVENIENCE RETAILERS THE LE ADING ILERS TITLE E RETA FOR NE ENIENC WS AN CONV D CONV ENIENC E RETA ILERS

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No one should be subject to physical abuse

“NO one should be subjected to physical or verbal abuse, but in too many cases perpetrators are given lenient sentences by judges who do not follow the sentencing guidelines. The answer is not to abolish short sentences but ensure those who commit the crime face the consequences.”

Muntazir Dipoti, Todmorden News Centre, West Yorkshire

Julia Bywater, Bywater News, Dudley

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“THE closing of local police stations and the consolidation of officers into central hubs is leaving local retailers feeling isolated without police back-up.

Local neighbourhood teams are great, but a lack of continuity in the team is not helping build relationships between the police and local communities.”

1

24

»

09/12/

2019

17:23

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

TRACK & TRACE: How will retailers be hit if De La Rue collapses?

“THIS has been what the industry has been concerned about since day one, and even more so now the company has revealed there is ‘significant doubt on the group’s ability to continue as a going concern’.

Wholesalers have not bought into it because it’s overly complicated. This is underlined further by potential delays.”

David Gilroy, wholesale expert

“RETAILERS will have to wait and see what happens. This will not be welcome, however, after countless issues have been associated with its rollout, including problems with the code application process. More pressingly, the announcement of a suspension if a no-deal Brexit is agreed.”

The industry has been concerned about this

Megan Humphrey, news editor, Retail Express

NEWSTRADE: Why did DMGT buy the i newspaper for nearly £50m?

It’s a strong print title with a reputation

“THE i is a strong print title and has an established reputation, with three quarters of revenues coming from its cover price and a quarter from advertising.

Despite the structural challenges facing the industry, its revenues continue to grow – a testament to its quality.”

Paul Zwillenberg, chief executive, DMGT

“THIS acquisition is strategically and financially compelling for DMGT and there is scope for synergies from DMGT’s infrastructure and advertising. We are committed to preserving its distinctive, high-quality and politically independent editorial style.”

Lord Rothermere, chairman, DMGT

LETTERS

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

09

BAY BASHIR

Letters may be edited

Belle Vue Convenience (Lifestyle Express), Middlesbrough

Christmas is a time of challenges and opportunities. Here’s my experience

‘Publishers must get papers to wholesalers on time’ JUST a quick note from all of us newsagents and home news deliverers to publishers: please get your product on time to the distributors.

Since the summer, this has been getting worse, and we have been experiencing the

worst run of late or bunched deliveries that I can remember, and it’s all down to you publishers.

Please get your newspapers printed on time and share your lorries with other publications to save money. They must be

printed earlier, as I’m sick and tired of receiving late newspapers due to late arrivals and bunched deliveries when I phone up Smiths News. Saturday has been shameful, with an hour to two hours’ lateness.

I’ve just had to turn down

TWEETS OF

40 home news delivery houses on my rounds because I’m not getting papers on time, so you are losing out on pro�it through lack of management.

Scott Saunders, News Klip, Fakenham, Norfolk

THE WEEK

WIN £80-worth of Peroni Libera Stock

RETAIL Express has teamed up with Asahi to give away £320-worth of product, split between four retailers.

The prize consists of the super-premium alcohol-free beer, Peroni Libera 0.0%. Complementing the Peroni Nastro Azzuro portfolio, Peroni Libera launched earlier this year and has gone from strength to strength as the trend towards low- and noalcohol continues.

TO ENTER Fill in your details at:

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

Editor’s decision is final.

Tweet us to get featured!

@retailexpress

What a night!!! Service to the Community and Overall Best Shop!! We as a family are honoured and truly overwhelmed! @IAAcademy @NisaRetail @ThisIsRN @samanthagunston @MADLcharity @wesaynisa @AmritPahal

CHRISTMAS is tough for retailers. The added footfall and extra sales mean retailers are kept more busy than at any other time of the year. For us, though, one of the main issues over the festive period is tackling retail crime.

In the past two weeks, we’ve had three incidents, which is frustrating, to say the least. Crime is Each issue, one of seven top getting worse, so retailers shares advice to we plan to increase make your store magnificent our security in the new year and throughout 2020.

I’ve found that Christmas is the time of year where crime becomes more common as, sadly, people are struggling to pay for the holiday. Unfortunately, it’s another thing that retailers have to deal with.

A lot of our crime happens when we are closed, so it’s difficult to deal with. We have continued to explore every avenue to reduce the crime in our area because it affected jobs and livelihoods, but there isn’t much you can do in these situations.

We try to be responsible where we can by doing our own training and in-store test purchases, so we stay on top of issues such as underage sales.

We run training regularly, as it’s something I feel very strongly about. Not everyone passes all the time, of course, so it’s something you need to keep working at.

I tell my team that it’s best to ask for ID if they’re ever unsure – if the customer looks under 25 they should always ask. Of course, we shouldn’t let the negatives overshadow all that’s good about Christmas.

Although it’s busy, we try to do something nice every year for the local schools. Over the past few years, we’ve donated a selection box to each child as a gift, and been involved in other community events.

Most of all, Christmas is a great sales opportunity. We are open on Christmas Day when every store is closed, so we get to meet lots of new people. It’s important we try to make them regulars by having a fully stocked store.

You’re more likely to see new faces on Christmas Day than any other day, and some of those will become permanent customers if you make a good impression.

Dudley South parliamentary candidate @mikejwood took time out from the general election campaign to discuss retailers’ concerns about #retailcrime with representatives from the #NFRN. Read more here: https://nfrnonline. com/news/nfrn-shares-crime-concerns-withdudley-south-parliamentary-candidate/ … #WestMidlands #Dudley #NoTime4RetailCrime @NFRN_Online I really enjoy the content of @ThisIsRN even more so with the price distribution chart. I would be interested to know how #retailers sell products consistently below RRP. For example Nutella 200g @£1??? @ShopOnTheGreen

Get in touch

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

ADVERTORIAL LOW- & NO-ALCOHOL

10

ZERO IN ON BIGGER SALES Retailers across the UK are partnering with HEINEKEN UK and its new Zero Zone chiller. We speak to three retailers to find out if it has been a success in their stores

ZERO ZONES INITIATIVE WITH the growing demand for low- and no-alcohol options showing no signs of slowing down, Heineken UK commissioned the ‘Zero Zones’ initiative, an award-winning concept that has since begun to roll out worldwide.

With trials across the UK already in selected stores, ‘Zero Zones’ are available for retailers to install, offering dedicated PoS, display installations and information for consumers, with a view to navigating shoppers and

helping them discover alcohol-free options in store.

The longer-term goal is to develop whole ‘Zero Zone’ aisles or fixtures like you would find in any other aisle, offering maximum efficiency and convenience for shoppers.

RETAILER

RETAILER

VIEW

VIEW

Jack Matthews, Bradley’s Supermarket (Nisa Local), Quorn, Leicestershire

Sandeep Bains, Simply Fresh Faversham, Faversham, Kent

“ZERO-ALCOHOL is a fast-growing segment, and we want to be ahead of our competitors. As shoppers are switching to healthier alternatives, we needed to cater for the growing demand. We introduced ‘Zero Zone’ chillers approximately five months ago, and customers are responding well.

“Shoppers are noticing the category more than before, but we found the best way to maximise sales was to introduce a secondary siting – so we merchandised them next to the beer, as well as the new ‘Zero Zone’ chiller.

“We’re expecting a rise in sales as the new year approaches, as well as throughout January, as shoppers cut down even more on alcohol. In recent years, shoppers have the stat been open to trying low- and no-alcohol options, such as Heineken 0.0 – especially as the taste of alcoholfree beer has improved.

“We began seeing a sales increase of alcohol-free beer and cider earlier this year, with many customers The year-on-year increase asking whether we stocked any, and we were having to guide them quite frequently. on Heineken 0.0 “Now, they notice the chiller the moment they walk in non-alcohol lager the store and I’m selling more as a result. Overall, I think I’ve had a 50% year-on-year increase.”

“LOW- and no-alcohol is one of the fastest-growing sub-categories, and we want to be ahead of the curve. We are taking steps to become a one-stop destination by having the right range, great deals and keeping on top of trends.

“By continually being ahead of our competitors, shoppers are going to visit our store every time a new trend comes to the market because they know we’ll have it in. Our business model is about growing with the trend, so shoppers will never go elsewhere.

“We’ve had the ‘Zero Zone’ chiller in store for about a week or so, and it’s an attractive unit. Customers notice it as they enter the alcohol section and the display is very impactful. As we enter the new year, I’m sure sales will double. the STAT “We have a good range of alcohol-free products in already, from ale to lager, and it’s quite popular with customers. New products take time to launch in terms of sales, but Heineken 0.0 is showing growth already.

“Heineken has always been a strong seller, and it’s a The amount of zerobrand shoppers trust, so they’re more likely to purchase alcohol cases sold it. As shoppers continue to make healthier choices and switch to no-alcohol, they’ll be looking for alcohol-free in two weeks versions of bestselling brands, so I’m expecting big sales and positive feedback.”

50%

3

In partnership with

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

11

SUPPLIER

RETAILER

VIEW

VIEW

Imtiyaz Mamode, Wych Lane Premier, Gosport, Portsmouth

Toby Lancaster, category and shopper marketing director for Heineken UK

“WE’VE seen a lot of our customers purchasing alcohol-free products for different reasons. We always experience a spike in sales over the Christmas period, but in recent years we’ve noticed a rise in low- and no-alcohol products. Shoppers want to lead healthier lifestyles, but are looking for products to take part in social occasions during the festive season.

“Customers are now coming in and specifically asking for Heineken 0.0, and the chiller means it’s ready to drink cold straight away. Before we had the chiller, I was only purchasing one or two cases every three weeks, but in the past few months, I’ve been buying two cases every week.

“It’s important to cater for growing trends so you’re ahead the stat of the curve, and encourage additional footfall. Installing the Heineken 0.0 chiller has been great for sales, with zero-alcohol almost doubling in its first week. Placing the chiller with our alcohol range has allowed us to introduce a secondary siting, as well as give our shoppers a wider The increase of weekly variety of zero-alcohol options. sales in the past “We’ve seen the changes in the market over the past year, and I expect the demand for zero-alcohol to two months continue to grow in the next few years, so we want to be ahead of the curve.”

“NO- AND low-alcohol is a category that has significant room available for growth, which can be seen by the growing demand from shoppers and range of options that have entered the category in the last two years.

“Yet space restrictions in store, combined with a number of shoppers unclear on exactly what no- and low-alcohol options are available, as well as where they can find them, means retailers often face challenges when merchandising noand low-alcohol ranges.

“As of November 2019, we have more than 2,000 stores with no- and low-alcohol installed, and more than 100 stores with ‘Zero Zone’ chillers. We work with retailers to cover the costs of installing the chillers, as well as any supporting PoS, and aim to roll out a significant number of no- and low-alcohol zones and ‘Zero Zone’ chillers throughout 2020.

“A typical chiller can stock up to 45 packs of Heineken 0.0 (4x330ml), however, we suggest retailers stock a full alcoholfree range in the chiller. We recommend a range that includes Heineken 0.0 4x330ml packs as the lead products, with Heineken 0.0 330ml single cans to drive further trial, and, finally, bottles of cider, such as Old Mout Alcohol Free, to have an option available for cider drinkers.”

50%

No- and lowalcohol is a category that has significant room for growth

SUPPLIER PARTNERSHIPS

12

N I COT I N E P O U C H E S

GROWING TOGETHER RETAIL EXPRESS speaks to suppliers across six categories to find out how you can work with them in 2020

MANOJ AGNIHOTRI, OWNER OF BRENTFORD SIMPLY FRESH

THE way retailers engage with suppliers is evolving, but supplier partnerships are not becoming any less important.

If anything, in a time of increasing competition and shopper habits that are changing more frequently, strong collaboration with suppliers is more vital than ever before.

A good supplier partnership goes well beyond delivering you stock and leaving you to your own devices.

The biggest suppliers have access to the most data, and when you tie this into retailers’ in-depth knowledge of their customers and local area, the result is success for both.

Whether it’s helping you get the most out of a new product; ranging and merchandising advice so your store reaches its full potential; or giving you expert insight on the most important trends, finding the right supplier partnership can be a great way to grow your business.

Here, Retail Express speaks with some of the biggest suppliers to see how they’re helping retailers get the best for their businesses.

If you want to work with any of them, give us a call on 020 7689 3390, so we can help arrange a visit to your shop.

“We started stocking Nordic Spirit shortly after it launched earlier this year, and it has been exceptionally popular so far with our customers – in fact, we sold out of our first batch in just two days.

It’s a really innovative product and is a great nicotine alternative for existing smokers and vapers. We’ve found it to be particularly useful for certain social situations when adult customers can’t smoke or vape.

Nordic Spirit can be merchandised in a countertop display and can be placed directly in front of customers. This really intrigues our shoppers and gives us a chance to discuss what the product is. Plus, everyone who has bought Nordic Spirit from us has been back to repurchase.

It’s been fantastic to capitalise on this growing trend and we think this market will only continue to grow, offering significant profit opportunities for retailers like me.”

A N Y T I M E . A N YW H E R E .

1 0 0 % TO B ACCO - F R E E .

6.50

RRP

£

*

FOR 20 POUCHES

www.nordicspirit.co.uk *RRP £6.50 per can effective 6th June 2019. Retailers are free at all times to sell JTI products at whatever price they choose.

CALL 020 7689 3390 TO ARRANGE A SUPPLIER VISIT

SUPPLIER PARTNERSHIPS FERRERO – CONFECTIONERY

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

SWEETEN UP YOUR STORE ALL YEAR ROUND 01 KNOW YOUR SHOPPER TAKE the time to understand what encourages people to visit your store. For example, people are now choosing to entertain more at home, which is making the opportunity for sharing products bigger than ever. Kinder Choco-Bons are perfect for sharing and are often available in limited-edition seasonal packs to help capture shoppers’ attention.

Elsewhere, other Kinder products, such as Bueno, present a great option to suit on-the-go shoppers.

02 TOP GIFT OCCASIONS GIFTS present a huge opportunity to capture planned and last-minute purchases. Beyond the many gift occasions throughout the year, such as Christmas, are all-year-round gifting opportunities – including birthdays, ‘good luck’ and ‘thank you’ – so retailers should continue to stock popular bestselling boxed chocolates, such as Ferrero Rocher 16-pack, Ferrero Collection 15-pack and Thorntons Continental 142g, to meet shoppers’ needs.

03 IN-STORE SUCCESS MAKING sure your store is set up in the right way will help ensure your shoppers can find what they want, with special offers and displays to raise awareness of certain promotions.

Bespoke PoS materials help create in-store theatre, while stocking full ‘gift ideas’ together, such as having boxed chocolates with wine, flowers and greetings cards, draws attention to seasonal products and increases basket spend.

RETAILER

VIEW

Amit Puntambekar, Ash’s Shop (Nisa Local), Fenstanton, Cambridgeshire

“IT IS important to get the core range right, which is crucial to driving sales during key seasons. We know confectionery is an area of the store that will deliver a great profit on return, so we always prioritise getting a strong mixture of well-known, premium products, such as those from Ferrero Rocher, Raffaello and Thorntons. We saw great success last Christmas with the whole Ferrero range, as it has a number of high-quality brands that people know, love and, most importantly, trust.”

It is important to get the core range right, which is crucial to driving sales during key seasons AMIT PUNTAMBEKAR, ASH’S SHOP (NISA LOCAL)

13

SUPPLIER PARTNERSHIPS JTI – TOBACCO

14

STAY ON TOP WITH STERLING The JTI Advance portal has been really helpful in growing my expertise RAJKUMAR KANDIAH, ABLECOST SUPERSTORE

01 RESPOND TO TRENDS THE value segment continues to grow as consumers seek out value-for-money products. As a result, the roll-your-own (RYO) category has grown 6.5% year on year1, presenting a significant profit opportunity.

Retailers should maintain full availability and range of value RYO brands, including Sterling rolling tobacco, to ensure they meet the needs of their existing adult smokers.

02 KNOWLEDGE IS KEY FINEST ROLLING TOBACCO AT LOW PRICES 30 P*

RR

3 P RR

*

CH

0 0 .

1 1

P 0g

OU

OX

£

5

P*

RR

PRICE is a key factor for smokers when deciding where to shop for their cigarettes. Smokers are increasingly likely to shop around, searching for the best value for money, so it is vital that retailers remain competitive by selling at RRP, or below (retailers are, of course, free at all times to price as they choose).

CH

10 .

8 £1

P 0g

MAXIMISE YOUR PROFITS STOCK THE FULL RANGE NOW *RRP effective as of 7th March 2019. Retailers are free to price as they choose.

03 PRICE

0 1 .

1 £1

g

1B 3 in

BY TAKING the time to learn about Sterling RYO, the UK’s fastest-growing tobacco brand2, whether that’s through JTI’s Advance portal or knowledgeable sales force, retailers can show their expertise on which variety is best suited to individual smokers’ needs.

Once a customer trusts a retailer, they are more likely to return, which allows retailers to profit in this category.

OU

RETAILER

VIEW

Rajkumar Kandiah, Ablecost Superstore, Hounslow, London

“THE Sterling brand, especially the rolling tobacco, sells really well in my store. The value price, in addition to the range I stock, appeals to a wide variety of smokers. I find that communicating with my customer base on Sterling products, alongside maintaining availability and remaining competitively priced, ensures I am able to maximise sales within the category.

“The JTI Advance portal has also been really helpful in growing my expertise and allowing me to keep up to date with trends.”

1 IRi Market Place, Value Sales, Total RYO/MYO, Total UK, MAT To 06/10/19 vs. MAT To 07/10/18 (Increase in Sales Value) 2IRi Market Place, Volume Share, Total RYO/MYO, Total UK, over the last 12 months to Sep 2019 (based on slope calculation)

SUPPLIER PARTNERSHIPS JTI – NEXT-GEN NICOTINE

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

15

A NEW CHOICE FOR NICOTINE CONSUMERS 01 STAFF TRAINING THE tobacco-free nicotine pouch category is relatively new, so it is vital retailers clue themselves up on available products. This starts with staff education and training, which can be completed in a few ways.

Firstly, retailers can use the JTI Advance hub, which is available on mobile, laptop or tablet. JTI’s website provides advice on Nordic Spirit – 100% tobacco-free nicotine pouches – including how to merchandise, sell and communicate this product. JTI’s sales force is also on hand to give advice and answer questions.

We sold out of our first batch in just two days MANOJ AGNIHOTRI, JET, BRENTFORD

02 COMMUNICATE NEXT-GEN nicotine products have so much potential and their benefits should be communicated clearly and effectively to customers. Following staff training, it is imperative that retailers feel confident discussing products, like Nordic Spirit, as customers may be hesitant at first to try a product that is very new to the market. Retailers should focus on explaining the alternative nicotine delivery experience, alongside the varying strengths and flavours available.

03 MERCHANDISE EFFECTIVELY

N I COT I N E P O U C H E S

JTI has a range of PoS available that retailers can use in store. To help retailers profit from the growing demand for alternative nicotine products, they should be displayed prominently, in a clear and tidy countertop display, to maximise visibility and ensure customers are aware of the choice available. The important thing to note is that Nordic Spirit can sit on a countertop, as opposed to hidden near the gantry, which will help to initiate conversation with customers.

RETAILER

VIEW

Manoj Agnihotri, owner of Jet, Brentford

“WE started stocking Nordic Spirit shortly after it launched, and it has been exceptionally popular with our customers – in fact, we sold out of our first batch in just two days. We’ve found it to be particularly popular among those who travel a lot, as well as office workers.

What’s more, because Nordic Spirit can be merchandised in a countertop display, it can be placed directly in front of customers – this really intrigues our shoppers and gives us a chance to discuss what the product is and how it works.”

ANYTIME. ANYWHERE. 100% TOBACCO-FREE. CONVENIENT & DISCREET. NO SMOKE. NO VAPOUR. www.nordicspirit.co.uk

nordicspirit_uk

nordicspirituk

16

SUPPLIER PARTNERSHIPS GLANBIA PERFORMANCE NUTRITION – PROTEIN

PROFIT FROM PROTEIN I have seen my profit from highprotein snacks double – they’re flying off the shelves RIKESH PATEL, NISA LOCAL

01 DELIVER GREAT FORMAT CHOICE AS demand for healthy, high-protein snacks grew by 40% in 2019, make sure you’re cashing in on this incremental, high-margin category.

While many retailers stock several flavours of similar protein bars, the majority are missing out on significant additional revenue by not offering different formats. Offer a multi-format range that appeals to more consumers to drive more sales.

02 KEEP IT SIMPLE A FEW simple actions can broaden the appeal of high-protein snacks. Merchandise the healthy and protein type snacks at front of store to capitalise on health trends and drive sales of products that deliver higher cash profit versus normal chocolate bars. Signpost healthy snacking within or beside confectionery to give a better choice and earn a higher margin. Nearly half (46%) of all healthy snacks are consumed with a hot drink, so place healthy snack options next to hot drinks.

03 USE TIERED PRICING THE protein snacking category can be confusing with high pricing often adding an extra barrier. Retailers can broaden the appeal to all store visitors by offering a value tiered range of formats with prices clearly signalled at shelf. Glanbia Performance Nutrition’s protein snack range includes the great-value BSN Protein Bar RRP (£1.49), the unique the Nutra-Go Low Sugar Protein Wafer (£1.79) from Nutramino and the Optimum Bar (RPP £2.29) and Protein Crisp Bar (RPP £2.29) from Optimum Nutrition.

RETAILER

VIEW

Rikesh Patel, Nisa Local, North Kensington, London “OVER the past three months, I have seen my profit from high-protein snacks double – they’re flying off the shelves.

“Glanbia Performance Nutrition’s sales team visited my store and they gave me some tips on how to build a profitable high-protein snack category. I created a clearly marked high-protein snack area adjacent to confectionery and added highprotein snacks beside my coffee station.

“I now stock multiple snack formats with a freestanding display unit close to the till to highlight the range. My snack options now appeal to many more consumers.”

SUPPLIER PARTNERSHIPS DANONE – BABYCARE

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

17

MAXIMISING YOUR BABY PRODUCTS 01 LOGICAL LAYOUTS

Ensure formula milk accounts for two-thirds of your shelf space

SEPARATE baby food products from others in the baby category so there is a clear distinction, and make sure you stock the most popular brands in baby milk, food and cereal.

Products should be placed in a logical order for easier navigation, such as grouping baby food jars in ages from four-to-six months to 10 months upwards.

GARY ELLIOTT, DANONE

02 THE RIGHT BALANCE

For Retailer Use Only

Stock up on Cow & Gate Ready to Use Baby & Toddler Milks

ENSURE formula milk accounts for two-thirds of shelf space in line with their value contribution to the category (64% market split), and baby food represents one-third of the shelf (36%).

To make your store a go-to destination for new parents, consider dedicating space to beacon categories and brands, such as nappies, wipes, medicines and toiletries.

03 DRIVE AWARENESS AS a high-value category, baby feeding products, such as formula milks, should be located near the front of store, and at eye level. This will help drive shopper awareness and accessibility for parents, who are often time poor and looking for a quick and pain-free shopping experience – especially if it’s their first time visiting.

SUPPLIER

VIEW

The No .1 ba by fee din g bra nd ¹ in con ven ien ce n Co nve nie nt op tio for on -th e-g o an d gre at for sm alle r she lve s

Gary Elliott, head of category & shopper marketing, Danone

“YOUNG families represent 56% of customers and spend 38% more than the average shopper, so retailers should aim to offer a comprehensive range of the most popular products in the baby category. Parents are faced with many options, so we work with retailers to help their customers navigate the category and educate them on the feeding journey.

“We believe that together we can help parents navigate their child’s feeding journey and benefit retailers’ businesses.”

IMPORTANT NOTICE: Breastfeeding is best for babies. Infant formula is suitable from birth when babies are not breastfed. Follow-on milk is only for babies over six months, as part of a mixed diet and should not be used as a breastmilk substitute before six months. We advise that all formula milks including the decision to start weaning should be made on the advice of a doctor, midwife, health visitor, public health nurse, dietitian, pharmacist or other professional responsible for maternal and child care, based on baby’s individual needs.

Cow & Gate Follow On Milk 200ml Winner RTD Formula Category.

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Important Notice: Breastfeeding is best for babies. Infant formula is suitable from birth when babies are not breastfed. Follow-on milk is only for babies over 6 months, as part of a mixed diet and should not be used as a breastmilk substitute before 6 months. We advise that all formula milks including the decision to start weaning should be made on the advice of a doctor, midwife, health visitor, public health nurse, dietitian, pharmacist or other professional responsible for maternal and child care based on baby's individual needs. Cow & Gate Growing Up Milk with Iron to support normal cognitive development. Use as part of a varied, balanced diet from 1 year.

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SUPPLIER PARTNERSHIPS PERNOD RICARD UK – ALCOHOL

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

RAISE YOUR SPIRITS We followed Pernod Ricard’s advice and had a 30% sales increase STEVEN MAHAL, ARNOLD ROAD PREMIER STORES

01 CASH IN ON GROWTH SPEND on spirits within the convenience channel has increased by 33% more than any other category in the past year and, with more people visiting smaller stores than ever before, there’s no reason retailers can’t win big next year.

Pernod Ricard UK is urging convenience retailers to give stronger visibility to premium wine and spirit brands in order to win back share from grocery.

02 ENTERTAINING AT HOME CONSUMER confidence declined in 2018, reaching a low at Christmas, resulting in more people spending time entertaining friends and family at home. Home meal occasions, for example, were up 752 million and dinner parties rose by 38 million in 2018 versus the previous five years. This has contributed to the rise of consumers wanting to recreate their favourite cocktails and mixed drinks at home, with Google searches for Espresso Martini up 156% over the past three years.

03 THE FIVE KEY AREAS WITHIN premium alcohol, there are five key categories Pernod Ricard UK recommends retailers focus on getting right: gin, Irish whiskey, blended scotch, vodka and wine.

Within gin, flavours are driving the category, with more than 40% of the growth coming from this segment.

In particular, super-premium gin (priced £20-£31) is the area to focus on, as it is the fastest-growing price segment. Earlier this year, Pernod Ricard UK bolstered its range with Malfy gin, available in four flavours.

RETAILER

VIEW

Steven Mahal, Arnold Road Premier Stores, Nottingham “EARLIER this year we worked with Pernod Ricard on remerchandising our spirits section and revamping our shop layout.

“We followed their advice and moved our gin to a higher shelf on the fixture, making it more visible to customers, and as a result we have experienced a 30% sales increase.

“It’s not just spirits that have benefited – alcohol sales in general are up 20%.”

Your Guide Through Change

20 MAY

2020

What is the Menthol Ban?

It’s the next phase of the EUTPD2 legislation that first came into effect in May 2016. From 20th May 2020, all menthol and capsule cigarettes will be banned from sale.

Where should I go for support?

JTI will support retailers via its sales force, providing updates and advice about the changes to the tobacco category, as well as with a dedicated Menthol Ban microsite due to be launched early next year.

In addition, JTI confirms that post the menthol ban deadline, it will exchange non-compliant Menthol and Capsule stock held by all retailers who our reps visit on a regular basis. For now though, JTI’s advice is to rotate stock, maintain full range and availability in order to continue to benefit from the profitability of this category.

What should I do now?

For now, it’s business as usual. Retailers should continue to ensure the basic principles of category management are put into practice and make certain that they and their staff are aware of the impending changes.

Communication is key Existing menthol and capsule cigarette smokers might have questions about the ban. Ensure staff are knowledgeable so that they are able to answer these questions with confidence.

Focus on competitive pricing Price will remain a key factor for existing adult smokers when choosing where to shop for tobacco. JTI recommends selling at RRP or below to maximise sales and avoid lost custom.

Maintain full availability and range The popularity for Menthol and Capsule segments continues to grow, with Capsule now responsible for 16.5% of total cigarette sales in the UK*, representing a key profit opportunity.

Retailers should maintain full availability and range, stocking key brands, to ensure they meet the needs of their existing adult smokers pre-May 2020. *IRi Market Place, Volume Share, Total RMC, Total UK, June 2019.

RETAILER TOP TIPS

20

THE 2019 RETAILER ROUNDUP RETAIL EXPRESS has interviewed some of the best independent retailers this year, and in this feature we’ve rounded up the top tips that have made their stores successful

Sonya Cary,

Pontrilas Post Office, Pontrilas, Hereford

“Know what your community needs. Our café is great for providing respite care.

We’ve partnered with the NHS and the local council for these services.”

Gaurave Sood,

Neelam Post Office & Convenience, Hillingdon, Middlesex

“Invest in new products and trends, such as US food and drink, because you never know how well it’ll do until you try. For us, this trend has proved popular.”

Jodi Pritchard,

Londis Stour Road, Christchurch, Dorset

“Don’t always go with what the multiples are doing. Look at your customers and work out what ranges might be more profitable.”

Trudy Davies,

Woosnam & Davies News, Llanidloes, Powys

“I get my shoppers donating money for good causes, and ask them for ideas. It’s great for bringing everyone together.”

Richard and Donna Evans,

Ombersley Road Post Office & Newsagents, Worcester, West Midlands

“Pick your battles. With competition from two Co-ops, we don’t stock groceries, apart from some that people might need when we’re the only one open.”

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

Vas Vekaria,

Premier Lever Edge, Bolton, Greater Manchester

“We run a ‘Loser’s Lottery’. We post online that those bringing a losing lottery ticket from the last week into our store will be entered into a draw for £10 store credit.”

Dipak and Jayshree Shah, H&R News, Camberley, Surrey

“Listen to customers, especially when they ask if you’ve got something in stock and you don’t have it, and when there’s increased demand for new products.”

Ferhan Ashiq,

Day-Today, Presonpans, East Lothian, Scotland

“Invest in some sort of slush or ice blast machine, especially in the run-up to summer, and make sure you place it right at the front of the store.”

Alan Mannings,

Shop on the Green, Chartham, Canterbury

“I want to create a community hub, where people in the local area will visit often and offer to help with our deliveries. Running a business is not always about yourself.”

Simon Dixon,

Premier Lower Darwen, Lancashire

“It’s important to evolve with tobacco trends. I’ve moved cigarettes to a drawer under the counter and replaced the area with vaping lines.”

Imogen Kelly,

Londis Stour Road, Christchurch, Dorset

“Don’t be afraid to change things around. We’ve moved US products to our confectionery aisle, which means people can find them more easily.”

21

RETAILER TOP TIPS

22

Swarti Rabadia,

Rabadia Convenience, Manchester

“We’re friends on Facebook with a lot of our customers, so when we know when they have a social event going on, I’ll order in products I think they’ll need.”

Walter Bryson,

Bryson’s Londis, Prestwick, South Ayrshire

“We have a separate kitchen to make ready meals. A member of staff uses fruit and veg nearing sell-by date in these meals, so it isn’t wasted.”

Rachel Hockmeyer,

Spar Sleaford, Sleaford, Lincolnshire

“Hampers are a great way of getting rid of stock. Lindt bars never sell on the normal display, but grouped in a hamper, our customers buy them all the time.”

Pritesh Patel,

Linksway Newsagents, Beckenham, Bromley

“We don’t do a fixed meal deal.

Instead, my wife makes fresh rolls every morning, which we sell for £1.50. We have a five-star food hygiene rating.”

Kopi Kalanathan,

Parmeet and Permjit Mehat, Nisa Roebank Arcade, Watford

“If customers want something we don’t sell, we’ll get it in within the next few days, and then call the person who requested it to let them know it’s in.”

Tapan Chotai,

Costcutter Station Retail Park, Kirk Sandall, South Yorkshire

Nisa Local, Bramhall, Greater Manchester

“We design our own signs, then work with Costcutter to get them made. Science and maths signs by the slushy machine give customers something to talk about.”

“I bought my coffee machine outright with Aryzta and, if it’s affordable for them, I would advise other retailers negotiate to do the same if they can.”

Atul Sodha,

Londis Peverills, Uxbridge, Middlesex

“Find your niche. Every retailer offers the basic categories, but our bakery and level of customer service is what sets us apart from our competition.”

Sandra Tickner, Selection Box, Bridgend

“I think it’s important you work every shift in the rota at least once, so you get a better understanding of when the busy times are.”

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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

to improve your bottom line.

CATEGORY ADVICE CHINESE NEW YEAR

24

25 January 2020 A date for your diary

TIME TO TRY SOMETHING NEW? Chinese New Year is coming, and it could be a great time to try out some new ideas in your store to mark the occasion, writes DARYL WORTHINGTON

ALL ROUND OPPORTUNITY CHINESE New Year is celebrated on 25 January 2020, and will mark the start of the ‘Year of the Rat’. For independent retailers and convenience stores, it could present a fantastic opportunity to try some new ideas to drive excitement after Christmas.

According to the UK’s 2011 census, 0.7% of the population is Chinese, equivalent to 392,700 people. But the new year celebrations aren’t

limited to them.

“Chinese New Year is increasingly acknowledged worldwide, and in the Year of the Rat many British consumers will be seeking ways to enjoy the festivities and experience the traditions associated with this special time of year in China,” says Ennevor Yap, director of Wing Yip, a major supplier of oriental foods.

“This encourages consumers

DIFFERENT TYPES OF CUSTOMERS to open their minds – and taste buds – to new flavours, providing retailers with a platform to introduce or strengthen an Oriental offering.”

This is echoed by retailers as well. Jay’s Budgens of Crofton Park is located in a suburban area of southeast London, and store manager Pratik Patel says it’s got a mix of customers that are interested in trying new cuisines.

“We’re in a diverse area, and customers are always looking to try new things – Chinese New Year is a great time to encourage that,” says Patel.

ACCORDING to Adam Hogwood, from Budgens of Broadstairs in Kent, it’s important to consider the different types of customers who might be coming in to purchase products to celebrate Chinese New Year.

“You tend to see two types of customers,” he explains.

“You’ll have some people looking for the ingredients to make traditional Chinese cuisine themselves. We have

a few Asian families in our area who’ll be looking for things like spring onions, peppers and mushrooms.

“Then you have those who are just looking for an easy way to try something a little different around the event.

“I’ve heard of some retailers selling fortune cookies at the counter to try and make that sense of occasion.

It’s a great idea that I’d like to try.”

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

25 23

SUPPLIER

VIEW

Ennevor Yap, director, Wing Yip

“ONCE overlooked in favour of traditional British fare, international cuisine is not only well established in the UK today, but also gaining rapid traction with consumers. The nation’s growing appetite for travel to the Far East has meant British tastes are becoming more eclectic, with world foods and Oriental dishes now an established part of the British food and drink scene, while also prominent in many supermarkets.

“Historically, consumers were more familiar with a westernised take on Oriental cuisine. However, increased media coverage is encouraging them to think more about the source of their food, with trends for more authentic cuisine continuing to develop, and consumers spending more time to research the dishes they eat.

“Consumers are opting for flavour-bursting, chilli-infused dishes as they become more educated about different types of peppers, and embrace a more nuanced approach to chillies.

“We have seen stirfry ingredients, such as Spicy Szechuan sauce and Sriracha sauce, flying off the shelves as they increase in popularity.”

top tips Use PoS, like shelf barkers, to draw customers to products that are connected to Chinese New Year, such as Chinese ready meals or stir-fry sauces.

Consider stocking products typically associated with Chinese culture, such as fortune cookies, to create a sense of theatre and atmosphere in your store.

Think about creating a Chinese New Year evening meal deal in your store. This could include chicken breast, noodles and a cooking sauce, for example.

If vegetarian and vegan products are major lines in your store, make sure these options are also included in your Chinese New Year range.

Stock traditional ingredients, like spring onions, for those customers looking to prepare their own Chinese dish from scratch.

SUPPLY AND DEMAND OF COURSE, not every retailer will see a demand for Chinese New Year products in their store, and sometimes it can be hard to predict what will be popular.

Take retailer Adam Viney, who manages two Nisa stores on the University of York campus. The university’s international student base might make you think Chinese New Year is an important time for the shop, but that hasn’t proven the case.

“We don’t stock any special products for Chinese New Year, and we don’t get any feedback from our customers asking us to,” he reveals.

“We don’t see any sales uplift on particular products around that time either.”

“To be honest, none of our suppliers seem to offer products connected to the occasion – if they did, we probably would trial them,” he concludes.

Clearly, a Chinese New Year range won’t work in every shop, but if you haven’t tried it this year, it might be worth taking the risk on a few items from big brands, such as Sharwood’s, to see how your customers respond. As Hogwood notes: “People’s awareness of occasions like Chinese New Year or Diwali is growing, so it’s worth experimenting with.”

IAA STARS

26

Overall Best Shop

Amrit Singh

Nisa Local High Heath, Walsall

Talk to other retailers. It really makes a difference when you can see what other stores consider best practice.

17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

Rising Star

Imogen Kelly

Londis Stour Road, Christchurch

The best way to build your social media following is to do competitions and giveaways.

It’s important to engage your customers.

ONLY 6% OF BUSINESSES LAST A DECADE – WILL YOURS? BRAD BURTON, MOTIVATIONAL SPEAKER

THE STARS OF 2019 Leading retailers and suppliers came together in London last month to celebrate excellence in independent retail. We find out tips for success from this year’s Category Stars

Marketing to Customers

Andrew Newton

Nisa Local Halesowen, Dudley

Search for stores in the UK and abroad on social media and follow them to see what they are doing that is working.

Customer Service

Jacqui Dales

London Road Bakery (Spar), Boston

Post your customer service standards around the shop where staff can see them.

This reminds them that it’s a central focus.

Effective Ranging

Alpesh, Bimal & Kirti Patel Londis Ferme Park Road, London

Try to cater for all types of people. Don’t assume that because you are in an affluent area that people won’t want value items.

In partnership with In partnership with

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ARE YOU THE NEXT BEST SHOP? The Independent Achievers Academy gives you the tools to grow – it’s a springboard for success. Take part and see for yourself.

Register your interest to take part in 2020 Visit betterRetailing.com/independent-achievers-academy or contact Aston Headley on 020 7689 3384

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17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

Availability

Vip Measuria (not pictured) One Stop The Prior Way, Derby

Use your EPoS data to predict more sales and always plan ahead, but also mix that with your understanding of your customer base.

Shop Layout

Ferhan Ashiq

Day-Today Redbury Road, Prestonpans

If people walk into clutter, then they are likely to only pick up a couple of items.

If it’s clear, they are likely to buy more.

In partnership with

Merchandising

29

Chris Tomes

Costcutter & The Food Shop, Swanage

Use the planograms that companies provide and your symbol group if you have one. They are the experts, so it’s advice worth taking.

In partnership with In partnership with

In-store Display

Samantha Ackland-Jones The Village Deli, Pulborough

I can’t tell you how much customers notice and use my tasting notes, and they look really nice, too. Anything like that gets attention.

Responsible Retailing

Amrit Singh

Nisa Local High Heath, Walsall

Start with your local school – we sponsored an outdoor play area, and wellies and raincoats for them. Start small and expand.

Hillingdon Spar Convenience Store, Burnley

Things always go wrong in store – that’s life, but if your processes are all in place, then you can get through these times easier.

Staff Development

Digital Engagement

Justin Whittaker

MJ’S Premier Store, Oldham

Embrace digital media. A bad post will lose you nothing and a great post will gain you everything.

Jacqui Dales

London Road Bakery (Spar), Boston

Having a mystery shopper four times a year really keeps standards high, and we attach a small cash bonus for staff who score highly.

In partnership with

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Service to the Community

Sophie Towers (not pictured)

In partnership with

Retail Innovation

Trudy Davies

Woosnam & Davies News, Llanidloes

I used to think innovation was about tech, but it really isn’t. It’s about all the small things you can do that makes you appealing.

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17 DECEMBER 2019-13 JANUARY 2020 betterRetailing.com

RETAILER PROFILE SANDRA TICKNER SELECTION BOX Location: Bridgend Shop size: 480sq ft Staff: One full-time, four part-time

‘PEOPLE SAY MY STORE IS LIKE THE TARDIS’ DARYL WORTHINGTON SANDRA Tickner’s Selection Box store in Bridgend, may be small at only 480sq ft, but she’s making a big impact in her community.

“Because we’re under 500sq ft, I’m constantly having to juggle space,” she reveals. “It’s a challenge, but being a small store also gives us some advantages, it makes us more �lexible.”

One way Sandra takes advantage of this is switching her offer throughout the day, to match different customer needs.

“We have a Country Choice hot display unit,” she reveals.

“We change what’s in it during the day. In the mornings we have croissants and pastries; at lunchtime we’ll put in bigger pasties, for people who are coming in for their lunch.”

According to Tickner, the size of the store, and the strong relationship she has built with her customers, also makes it easier to limit the wastage on hot food.

“You can’t always predict how much hot food we’ll sell, and we don’t want to be making too much that it ends up going to waste. However, if we have customers coming and asking for something we’ve run out of,

we can tell them to come back in 20 minutes, and we’ll have it ready for them.”

A big part of Sandra and Selection Box’s success is the relationship she’s built with her community, going above and beyond to support her customers.

“We don’t really have passing trade here, most of our customers are regulars,” she says.

“We always make time for our customers, and my chair’s always by the till so I can speak to them.

“There are quite a few people in this area who suffer with dementia,” Sandra continues.

“I tell my staff to be mindful of them. For example, my staff write lists of what these customers have bought, so we notice if they’re coming in several times a day to try and buy

the same things, and we can let their families know.”

Elsewhere, Sandra lets parents know that their children can come to stay at the store if they’re home alone. “It’s really nice that our customers trust us,” she continues.

Another big priority for Sandra is working to get the best from her staff, and to give them more responsibility.

“I give each member of staff certain categories they’re re-

NEVER ASK YOUR STAFF TO DO SOMETHING YOU WOULDN’T DO YOURSELF

sponsible for,” she explains. “Allocating them specialist areas lets them get used to what sells, and judge what we need to stock up on. Even though I have EPoS in the store, this works well alongside it.

“On top of that, it gives my staff the feel-good factor. They have a sense of pride and achievement when their section is doing well,” she continues.

Sandra’s latest project in the store is a drive to lower the amount of plastic she uses, responding to customers’ increased interest in being environmentally friendly. This has included stocking milk in glass, rather than plastic, bottles.

“In the summer, we started working with one of our customers who has a big garden – he supplies us some fresh vegetables, like fresh beans, tomatoes and leeks,” Sandra explains.

“These help us cut down on the amount of plastic packaging we use, we displayed them in a wooden cart outside the shop, which looked great.”

For more pictures of the store, go to betterRetailing.com/ selection-box-bridgend

are 1 Newspapers still important “We don’t do home news delivery, but we do shopsave newspapers – up to 140. It helps our customers out, and it brings more people into the store,” says Sandra.

2 Convenience is key “People are always in a rush nowadays, so we’ve moved with the times to meet our customers’ needs. We’ve cut back our grocery, but got a bigger chiller. We sell a lot of chilled ready meals and pizzas.”

3 Know your store “I think it’s important to work every shift in the rota at least once to get a better understanding of when the busy times are. You should never ask your staff to do something you wouldn’t do yourself.”