RN - 14 June 2023

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CONTENTS

Editor

Jack Courtez @JackCourtez

07592 880864

News editor

Megan Humphrey

@MeganHumphrey_

07597 588972

Features editor

Charles Whitting @CharlieWhittin1

020 7689 3350

Senior features writer

Priyanka Jethwa @PriyankaJethwa_ 020 7689 3355

Head of design

Anne-Claire Pickard

Senior designer

Jody Cooke

Junior designer

Lauren Jackson

Production editor

Ryan Cooper

Sub editors

Jim Findlay, Robin Jarossi

Production coordinator

Chris Gardner 020 7689 3368

Editor in chief

Louise Banham @LouiseBanham

Deputy insight & advertorial editor

Jasper Hart

@JasperAHHart 020 7689 3384

News editor

Alex Yau @AlexYau_ 020 7689 3358

Specialist reporter

Dia Stronach 020 76893375

Head of commercial

Natalie Reeve 020 7689 3367

Senior account director

Charlotte Jesson 020 7689 3389

Account director

Lindsay Hudson 020 7689 3366

Account manager

Megan Byrne 020 7689 3364

Account manager

Marie Dickens 020 7689 3372

Managing director

Parin Gohil 020 7689 3363

Cover texture: Getty Images/MicrovOne

Jack Courtez

@JackCourtez 020 7689 3371

Last week, only a few days after the Post Office (PO) apologised for failing to disclose documents to the Horizon scandal statutory inquiry, the proceedings were derailed in spectacular fashion by PO again failing to disclose more documents.

Many PO retailers had been waiting for a long time for what was supposed to be a key evidence session due to take place last week. The ‘chief architect’ of Fujtsu’s role in the Horizon system, Gareth Jenkins, was due to be questioned.

Jenkins served as an expert witness on behalf of PO in its unlawful prosecutions and subsequent convictions of innocent subpostmasters. He is one of two Fujitsu staff under police investigation after it emerged that Fujitsu and PO knew about Horizon system errors but failed to share the evidence during the trials. No arrests have been made and Jenkins has stated his desire to support the inquiry.

Less than 12 hours before Jenkin’s scheduled evidence session, PO warned it had found 4,767 undisclosed documents “at least potentially relevant” to Jenkins’ evidence session. The revelation directly led to Jenkin’s session being delayed. Due to PO’s actions, the victims now face a longer wait for true justice.

Even current PO retailers that signed up long after the last subpostmaster was jailed are victims, albeit on a lesser scale. A freedom-of-information request in May revealed that PO has 32 members of staff employed in its Horizon and group litigation order team, and 34 staff in its legal team. Combined (66), this is essentially the same as the total number of staff PO has in its retail departments (68).

Dealing with the past is draining huge amounts of time and resources from dealing with the present, let alone the future. As shown by the decline in many core products, PO needs to find significant new revenue to make running post offices sustainable. Work is being done in this area, but considering the remuneration leap it needs to achieve for branches, I can’t help but think it’s a job requiring attention of the whole of PO, not half of it.

HEADLINES

3 INDUSTRY NEWS

BAT trialling collecting disposable vapes from stores

How August alcohol-duty change will hit your shop

5 SYMBOLS & WHOLESALE Londis developing new format with premium features

6 N EWS & MAGS

Kids mags delisted over ‘discrimination’ towards indies

7 FED NEWS

The Sun reveals prizes and promotional material for shops

8 YOUR VIEWS

‘I’m taking steps to protect my store from scammers’

10 PRODUCT NEWS Spar bags rights to influencerbacked chocolate range

12 PRICEWATCH

The top prices and lines in pet food

14 WHOLESALE PRICEWATCH

Wholesale wine prices compared

15 STORE PROFILE

Why Jack Matthews has the UK & Ireland’s best shop of 2023

19 EXPERT OPINION

Neville Rhodes urges a tougher stance on margin cuts

20 FASCIAS & FRANCHISES

What stores need to know when picking or switching store partner

34 SUMMER SALES

43 THIS WEEK IN MAGAZINES

Why Top of the Pops deserves a top spot

BAT considers national vape-collection scheme

by Jack Courtez jack.courtez@newtrade.co.uk

BAT is mulling a national rollout of a vape-collection scheme designed to support independent shops in cutting the environmental footprint of their disposablevape sales.

The company confirmed to RN that a pilot study had been conducted to test the concept.

The company’s B2B manager, Hashim Tahir, explained: “We ran a pilot where we gave 100 retailers a collections bin. The retailer gives the consumer a bag, the consumer puts their used disposables in there and then the bag is dropped off in the bins, which we then collect when requested.

“We have trialled that successfully and we are looking to potentially roll that out nationally.”

While there is no set timeline for the next stages of the project, and the scheme is currently a collections rather than recycling programme for BAT products only, RN understands the supplier is

Beer packaging breakages

working with TerraCycle to explore how the devices collected could be recycled, with the potential for the service to include goods by other manufacturers as well.

A rollout on these grounds would give independent shops a simple and cost-effective means of complying with their Waste Electrical & Electronic Equipment (WEEE) regulation requirements.

Under the law, stores selling more than £1,923 per week in vapes and other electrical goods (including batteries), must offer a return point for customers looking to recycle small electrical goods.

Asked why BAT was looking into the collections scheme, Tahir told RN: “With the growth of disposable vapes, millions are sold every week. I’ve seen disposables lying by the side of the road and we don’t want that. We want to be responsible, we want to lead the way with collections and we want to work hand in hand with retailers.”

Despite Booker and

regulators warning stores earlier this year that enforcement of WEEE regulations was due to increase, there are still scant solutions for stores looking to recycle their vaping products.

Veolia launched one such scheme in April, providing bins filled with fire-suppressant material to participating UK stores, which it collects when requested.

Some stores have built their own vape-returns schemes, with many describing dealing with the collected devices as a major hurdle.

Tahir said: “The issue is what happens after, when

the bin is full, and that’s where we come in – to provide that solution to retailers.”

The other challenge is getting customers to use in-store collection points, according to Mo Razzaq, owner of Premier Mo’s Blantyre, who said: “A deposit-return-schemestyle adding of 20p onto the vape price and giving it back when returned, if done industry wide, may encourage customers to return vapes.”

Tahir agreed. “It’s like a coffee shop stamp card where you get the 10th free,” he said. “We can go back to see if we can tie that into our scheme.”

PO retailers face £5,000 lottery bond

Forms sent to Post Office (PO) retailers by Camelot and Allwyn last week as part of a change in National Lottery (NL) terms have sparked concerns around potential £5,000 bond payments.

PO head office currently manages the NL relationship on behalf of branches. However, from the new NL licence in February 2024, each PO retailer will be responsible for managing all aspects of the NL.

Speaking to RN after receiving the letters on 5 July, a majority of PO store owners were optimistic for new opportunities from managing the service themselves, but others expressed concerns over the need to purchase and tie up cash flow in scratchcard stock currently covered by the PO. Some were alarmed that some branches could have to pay £5,000 security bonds to continue selling NL products.

RN understands the transition is being managed by Camelot on Allwyn’s behalf.

Asked about the concerns by RN, a joint statement from both companies said the letters were the “first stage in the process of contracting with [PO stores] directly as independent retailers”.

The companies said identity-related information was required from PO stores for a credit check. Camelot will then share

the outcome and “any further steps which need to be taken”. The companies confirmed in line with “standard process” this could include “a bond in some circumstances”.

The statement added full terms and processes, including for scratchcards, will be shared in a retail agreement sent after the credit check.

“Camelot reps will be on hand to answer any questions,” the companies concluded.

Local shops are facing ongoing issues with ecofriendly beer packaging breaking apart during deliveries.

Last month, Tennent’s became the latest supplier to face criticism for replacing plastic packaging on multipack beers.

Similar to problems with Asahi and Budweiser, retailers reported losses from stock damaged due to the cardboard packaging tearing when moved in aisles and vans.

One retailer told RN it added more time pressures when sorting deliveries. Some resolved the issue by stacking the beers against other products in their vans.

Another had bought stronger beer rings online to hold the products together.

Tennent’s parent company C&C Group failed to comment.

PCSO ignores shop theft

A police community support officer (PCSO) “refused” to attend a shoplifting and assault incident last week, sparking outrage.

A passer-by alerted the PCSO, who was sitting in a police car next to where the incident took place, to the incident in a Co-op store in Sussex.

The PCSO explained that if he responded, “then I’ll have to deal with it”.

The local police and crime commissioner, Katy Bourne, branded the event “disappointing”.

“The response there was lacking, quite frankly, and could have been a lot better,” she said.

EXCLUSIVE One Stop multibuy extension

One Stop has extended the removal of multibuy promotions on high fat, sugar and salt (HFSS) products to franchisees, despite a ban on these promotions being delayed until next year.

The removal started as a trial last year in several centrally managed stores and affects offers such as buy-one-get-one-free and two-for-one on crisps, chocolates, cakes, biscuits, cereals and snacks.

Several One Stop franchisees confirmed to RN the trial has since been extended to their stores, but added they did not notice an impact on sales.

One Stop’s decision is in preparation for the ‘junk food’ promo ban now set to begin in October 2025.

A One Stop spokesperson said: “We are reviewing the offer and want to ensure we maintain value for customers.”

Jisp ESEL discount rollout

Loyalty company Jisp has been working on the integration of its discounts into electronic shelf-edge labels (ESEL), helping partnered retailers update store pricing instantly.

A spokesperson from Jisp confirmed to RN it was in conversation with a supplier for the integration.

It would mean retailers could automatically update pricing on shelves from their EPoS to match available promotions through Jisp’s loyalty service.

The spokesperson said conversations were still in early stages, but added the opportunity “looks like a good one”.

Impact of August booze duty change revealed

by Dia Stronach dia.stronach@newtrade.co.uk

Alcohol duty changes next month will alter the prices and demand for hundreds of alcohol lines found in local shops, analysis by RN suggests.

From 1 August, the current alcohol-duty system will be scrapped and replaced by a simpler system based on just alcohol strength and volume.

RN analysed till data on nearly 250 lines from Atul Sodha’s 650sq ft Londis Harefield in Uxbridge, west London, to show the difference in line prices and total sales once the new rates were applied.

The results

The analysis revealed the store would be paying more than £650 extra duty per month, with some categories seeing prices fall while others rise.

Wines are to be worst hit overall, with an average 14% duty increase causing a 35p (5%) average price jump.

On high-strength wines (13% or above), this climbs to a 20% average duty causing a 49p (7%) price rise. Low-strength Lambrini – which is

technically a cider – was the only product to see decreases.

The rises come despite a delay on the full implementation of the increases on wines until 2025.

Spirits were the secondworst-affected category, with the average duty increasing 10%, adding 5% to the average retail price, an average increase of 65p per line.

The impact is greatest on cheaper spirits. Budget lines, such as Chekov and Jacobite, saw price increases of nearly 20%.

The trend also erodes the price difference between budget and premium spirits.

Normal-strength beers, ales, ciders and liqueurs are expected to see minor price changes of 3% or less.

The winning category is premix (also known as ready-to-drink) cans and bottles, which saw a 14% duty drop, taking 3% off the retail price, but only where suppliers and wholesalers pass on savings.

The impact on stores

After seeing the analysis of his sales figures, Sodha said the new system

would hit some customer groups harder than others. He explained that the lines remaining roughly flat or decreasing – lowerstrength beers and alcopops – were popular among younger drinkers, while wines, stronger beers and spirits, which will experience larger increases, tend to be bought more by older drinkers.

With the impact heavier on budget lines as a proportion of total cost, Sodha advised: “Making sure the offer we have in store is fair, and having a good mix of promotion, will be key.”

He added: “I will also be emphasising merchandising and promotion.”

The change is also increasing the pace of strength-cutting on heavily affected lines.

One supplier told RN lowering the ABV on its

wines would keep duty down, but this method could only be applied to white and rosé wines in its portfolio.

For John Parkinson, of Broadway News Go Local in Llandudno, Conwy, a large wine range and good pricing is his store’s standout feature.

Responding to the analysis, he said: “Customers who want a stronger drink won’t trade down in strength, but may do so in brand.”

Suppliers’ views depended on the fates of their products under the scheme.

Spirits business Diageo describing the change as “a hammer blow”.

However, Alison Gray, head of brand at WKD manufacturer SHS drinks, told RN: “We appreciate the simplicity of the new duty structure.”

Retailers report delivery-slot

Retailers are reportedly facing a strain in getting delivery slots as wholesalers report increasing numbers of shop owners requesting deliveries.

Multiple wholesalers told RN the uplift in delivered wholesale was due to retailers no longer having to visit multiple cash and carries to fill gaps as they did during the pandemic.

United Wholesale Scot-

land managing director Chris Gallacher said the company had seen a 20% increase in retailers using delivered wholesale compared with last year.

Another major wholesaler added that demand for delivered and cashand-carry services was “healthy”.

Similarly, RN understands Booker had undergone a driver recruitment

strain

campaign in February to help cope with demand.

Several Londis retailers claimed to RN that they had seen no capping on orders as a result.

Non-symbol group retailers appeared hardesthit, with reports of deliveries being withdrawn despite the stores hitting order thresholds.

One store owner attributed this to the rising cost

of goods enabling more retailers to meet minimum spend requirements.

A national wholesaler confirmed it had seen an increase in average spend.

In response to delivery slot scarcity, Ken Singh, of BB Nevison Superstore in Pontefract, told RN he is now ordering more stock fortnightly.

He added: “It helps prevent issues arising.”

Booker to launch newlook Londis format

by Alex Yau alex.yau@newtrade.co.uk

Booker Retail Partners (BRP) is to launch a refreshed Londis format in August, with retailer Nishi Patel’s store in London acting as the blueprint for future refurbishments.

Patel confirmed to RN that his 1,800sq ft site in Eltham, south London, is expected to convert to the new template by the end of the summer, with his other store in Bexley Park to follow. The two stores are already Londis sites.

The new flagship Londis store will feature more ‘premium’ imagery of products on the shopfront and inside.

More-profitable categories, such as food to go, vaping, fresh and chilled, will also be given dedicated areas to encourage customers to increase their spend and make larger supermarket-style shops.

Another major addition is backlit signage across the different areas to draw attention from customers.

BRP began teasing the concept to store owners in May, with interested retailers stating it could help them fill gaps in

One Stop gender progress

One Stop is seeing an increasing number of female retailers joining as franchisees, as it looks to address gender disparity across its estate.

Lancashire retailer Sereena Khan is one of the company’s latest multisite retailers, and she is looking to open a fourth store since joining One Stop in 2021.

areas such as food to go.

Speaking at the Federation of Wholesale Distributor’s annual conference last month, Booker chief operating officer Johnny McQuarrie confirmed 10 retailers have already signed up to convert their stores to the new format.

The refresh will also apply to the symbol group’s online branding.

Commenting on the conversion, Patel told RN: “I’m constantly looking to evolve as a retailer, and my Eltham site will act as a blueprint for how refurbished and new Londis sites will follow in the future. There’s going to be

a major investment into profitable categories such as drinks, fresh and vaping. I’m excited about how it will look. The different zones, new visuals and light-up signs will help it stand out.

“It will follow a similar direction to what Booker has done to Premier regarding food to go.”

Prior to the launch of the new format, Londis has already conducted 115 store refreshes this year, with the food to go and chilled categories forming a major focus in some of these refurbishments.

The refresh will mean that Booker has conducted major updates to

the majority of its symbol groups, following Premier and Budgens earlier in the year.

Family Shopper is the only Booker fascia awaiting a major update.

McQuarrie told attendees at the FWD conference a concept Premier store in Grantham had experienced a 50% uplift in sales since it launched.

Similarly, one retailer who converted to the new Budgens format this year told RN they were optimistic about the potential increase in food-to-go and fresh sales.

Booker was unable to comment as RN went to print.

Filshill distributes Go Local stock

Scottish wholesaler

Filshill is distributing Go Local products from fellow wholesaler Parfetts, giving more retailers access to a value-focused own label.

The company made 50 products from the range available to its customers in Scotland and the north of England at the start of July, including pricemarked products (PMPs)

and non-PMP stock.

Products available include tonic water, cordial, baked beans, carrots, jam, kitchen towels, foil, dog food and coffee.

The available range at Filshill represents nearly a third of Parfetts’ total Go Local-branded lines.

A message from Filshill to retailers, seen by RN, said: “There are some

fantastic products and prices. It’s perhaps a great opportunity to fill some gaps or introduce a new range to your store.”

One Filshill customer, who was informed about the range last week, told RN: “It’s good we’ve got access to more value ranges, especially as customers are seeking more value.”

Filshill and Parfetts are

part of the Unitas wholesale buying group.

The range, which also includes confectionery and soft drinks when bought directly from Parfetts, was launched at the end of 2020, and promises up to 75% margin.

Parfetts declined to comment, while Filshill was unable to respond as RN went to print.

One Stop head of franchise John Miller said Khan is one of a growing number of female franchisees within the chain. He added: “For many [female retailers], they have had to work harder to get to where they are, which shows there is an imbalance which we are striving to address.”

Khan added: “It still feels very much like a man’s world, but there are so many opportunities and such a lot of support, you just need the belief you can do it.”

MPK adds 17 Nisas to estate

Forecourt group MPK Garages is to add 17 Nisa stores to its estate, boosting its number shops under the symbol group to 28.

The sites will be based primarily within the Midlands, with others in Bristol, Nottingham and Durham.

The company switched 11 Morrisons Daily sites to Nisa earlier this year.

Nisa head of retail Victoria Lockie said: “We are seeing some fantastic growth across our forecourt business, and this partnership with MPK further strengthens our development.”

Nishi Patel pictured outside his current Bexley Park store

Price rises from DC Thomson

DC Thomson has increased prices on many of its bestselling titles, but has protected retailer margins.

From 9 July, the Sunday Post increased 20p to £2.50, the Press and Journal by 25p to £1.90 on weekdays and 15p to £2.25 on Saturdays, The Courier by 25p to £1.80 on weekdays and 15p to £2 on Saturdays, The Evening Express by 10p to £1.10 on Mondayto-Saturday editions and the Evening Telegraph by 10p to £1 on Monday-toSaturday editions.

DC Thomson head of newspaper sales and marketing Neil Mackland attributed the increases to “rising costs in raw materials, energy and all other areas”. He added editions “over the coming weeks” will be “packed full of promotions”, including “fantastic prizes for your customers”.

The changes were applied across all regional variants of the titles named above.

Publishers back HND month

All major news publishers are to back a ‘HND month’ in October, with a range of subscription deals, incentives and promotional material to be made available to stores and delivery agents.

RN understands DMG, Guardian Media Group, News UK, Reach and Telegraph Media Group are all onboard, as are the biggest names in regional news and the Fed.

The event coincides with the busiest period for new delivery customer sign-ups.

EXCLUSIVE

NEWS & MAGS Egmont delisted for giving indies old copies

by Jack Courtez jack.courtez@newtrade.co.uk

Kids’ magazine publisher Story House Egmont faces action over its return to giving most independent shops returned unsold copies from supermarkets.

Analysis and test purchasing by RN last week revealed independent stores being given copies of Go Girl and Toxic two editions behind those ranged by major retailers.

Responding to what it previously described as a “discriminatory” system, the Fed blocked and delisted Go Girl from its more-than-1,500 stores signed up to the Fed’s magazine range management service, Newspro.

It is thought that approximately 200 of these currently sell Go Girl. The move could cost the publisher nearly £30,000 in lost sales per year, based on two copies sold per store per month at £5.99.

The Fed said Toxic would also be delisted unless Egmont can satisfactorily resolve the situation. RN understands similar titles will be ranged in its place to protect Newspro partnered

retailers’ sales.

Explaining the move, the Fed claimed stocking recycled and out-of-date titles was not in the interests of its members, who faced losing sales due to customers having already bought the copies on their shelves from larger stores months before.

RN’s research found that copies in independent stores featured a new sticker barcode hiding the original barcode, allowing copies returned by major chain retailers to be redistributed to independent stores through news wholesalers with different on- and off-sale dates.

Egmont and its distributor Seymour tried the

tactic of giving unsolds to independents in a ‘test’ in 2019, but abandoned the scheme a year later after pressure from RN and the Fed. It instead began shifting unsold UK copies to be sold in Ireland and has so far failed to fulfil its promise to share the results of the test involving independent stores.

At the time, Egmont claimed the scheme was needed to “ensure a sustainable future for our children and grandchildren”, and said it could cut waste by 10%. The scheme potentially represents a significant cost saving for Egmont as well.

For instance, earlier this year, Seymour

claimed redistributing copies returned to wholesale cost around 65p, making it a lucrative option for titles with high production costs, like kids’ titles with extensive use of cover-mounted toys, such as Egmont’s.

Speaking during the original trial, Peter Wagg, owner of News on the Wharf in London, summed up the response from independent shops, telling RN: “I am a specialist magazine newsagent, not a secondrate one, and if they don’t provide me with copies with the supermarkets, then I will delist them. I cannot accept it, and will not accept it.”

National World promotional assets

Regional news publisher

National World has promotional assets available for stores as its relaunches of regional editions continues.

The publisher said following the success of a Yorkshire Evening Post relaunch earlier this year, the Sheffield Star, Lancashire Post and Blackpool Gazette were relaunched in June, with the Sunderland Echo and Shields

Gazette relaunching in July, and the Edinburgh Evening News and Portsmouth News relaunching in the autumn.

This means every city daily paper at National World will operate under the new designs, which add exclusive analysis to stories broken online and emphasise large-format images and graphics which can’t be replicated online.

Daily press edition publisher Tim Robinson told RN that customers are “really engaged” with the new designs. While the objective was to better retain print readers, he said some day are even experiencing copy sales growth on relaunched editions.

With each relaunch, National World is providing promotional materials to stores to promote

their papers and catch casual buyers at the newsstand, including shelfedge labels, till displays and posters.

“The independent corner shop owner has been a key part of this,” Robinson added.

Stores can request promotional support from National World by emailing RN at editorial@ newtrade.co.uk with the subject ‘National World’.

Left: #377 on sale in local shops

Right: #399 on sale in a Co-op store

FED NEWS

Free point-of-sale packs rolled out for The Sun

by Jack Courtez jack.courtez@newtrade.co.uk

The Sun is giving away free point-of-sale packs to stores to help push casual sales of the bestselling red-top title in independent shops.

The promotional packs include a variety of The Sun-branded posters and shelf-edge strips, designed to attract impulse purchases of newspapers from new and less regular purchasers. The packs are being delivered by news wholesalers.

Fed members that site all the material in store and send a photo into the Fed before the end of July will also be entered into a prize draw to win a bundle of kit designed for home news deliverers and newsagents.

The kits include:

• Boss Venom adult mountain bike worth more than £200

• An illumi nated external wall-mounted The

Scotland

Sun-branded shop sign

• The Sun-branded newspaper round delivery bags

• The Sun-branded shop window vinyls

• The Sun-branded notebooks

• A copy of Tom Kerridge’s £22 Lose Weight for Good cookbook.

Seven of the prize bundles are available, with winners to be chosen at random in September.

The Fed told RN that at least 80 entries had already been received, with Fed business development managers supporting shops in entering the competition.

Tracey Hart, commercial director of News UK’s printing and distribution arm, Newsprinters, said: “We're proud to launch a competition that celebrates independent retailers' creativity in store displays.

“By sharing their set-ups, retailers stand a chance to win an array of

prizes. Together, we want to champion the spirit of local businesses and foster a thriving community of independent retailers.”

Recently elected Fed national president Muntazir Dipoti added: “In my conference speech I referenced the importance of the news category and how through our pro-print strategy, extra profits can be made.

“Along with thanking The Sun for this initiative, I urge all Federation

members to get behind it.”

The Sun’s investment in promotional material in stores coincides with a major out-of-home consumer advertising spree targeting commuters, with billboard and train posters promoting the title’s online offering.

To request the pointof-sale material and enter the competition, call 020 7017 8880, or email contactus@nfrn. org.uk with your name, box number and store address.

Fed backs business task force

The Fed has backed recommendations from the Scottish government to improve collaboration with businesses on issues including business rates and new regulation.

The New Deal for Business Group released its first report in late June with 10 recommendations, including changes to business rates, support for businesses in cutting their emissions and a new unit to better understand small business issues when de-

veloping new policies.

Supporting the measures, The Fed added that “actions speak louder than words”, and called for business rates relief to be increased to the level English small shops currently received, support for shops stuck in long-term energy contracts and grant funding for store security upgrades, such as new CCTV systems.

The group, made up of government ministers and trade groups, is set to con-

tinue for up to 18 months to ensure the recommendations are carried out.

Scottish shop owner and Fed vice-president Mo Razzaq said: “The shelving of the Scottish government’s high-profile schemes for alcohol promotion and deposit return indicates how well-meaning initiatives can go very wrong if business is not properly consulted.

“We welcome the New Deal for Business Group’s proposal to speak to busi-

nesses at a much earlier stage and to scrutinise data, costs and other practical information when drawing up policies.”

“With regard to business rates, we are concerned that, for retail, there is lower relief in Scotland than in England.

“Consideration of security grants for retailers would be one sign the Scottish government is beginning to understand the challenges for small independent businesses.”

Malones to be radio stars

The BBC’s Radio 4 Today programme is to be guest edited by the owners of Tenby Stores & Post Office in Pembrokeshire.

Fiona and Vince Malone will take to the microphone later this summer to explore what it’s like to operate businesses in a seasonal tourist destination.

Vince Malone, who is also Wales district president, said: “Our theme for our guest edit of the Today programme is ‘Tenby, life’s not always a beach’, to show what things are really like when the summer crowds leave.”

The BBC said Malone’s application to guest edit is one of five chosen from thousands of submissions. The date of the programme is yet to be confirmed.

Wales Telegraph voucher extension

The Telegraph has decided to continue offering Fed members £100 in vouchers per customer they convert into a seven-day print subscriber.

The promotion, which is double the normal rate it paid to stores, was due to end in mid-2023, but will now run until the end of the year. Lesser rewards are available for stores that sign up customers to other Telegraph subscription packages.

The decision comes as the publisher battles to hit its target of one million print and digital Telegraph subscribers by the end of the year. The latest figures showed the title was more than 250,000 subscribers short of the goal.

YOUR VIEWS

VIEW FROM THE COUNTER with Serge Notay

I’m running a 1p home delivery bundle in partnership with Snappy Shopper where they subsidise it. I’ve done the promotion previously, but I think this is going to be the most popular one yet. It includes the largest selection of staple goods, such as pasta, beans, bread and confectionery. Customers can get 10 items, and it will really help when incomes are squeezed.

Take time to combat scammers

As small business owners, we’re often the main targets of scammers. Retailers are incredibly busy people and fraudulent companies will try to exploit this.

I’ve definitely fallen foul of scams that have resulted in me losing money or being wrongfully sent legal threats.

It can be a very frustrating and stressful experience.

My experience has taught me to be more careful when approached

by someone I’ve never heard of trying to provide me with a service.

For example, I will always do my own thorough research. I will check reviews on Google to find out the experiences other people have had with them.

Companies House is also a very useful tool to use, as this will tell you about the financial position and the history of the directors themselves.

You can use Companies House to check if the directors have associations with any other fraudulent businesses.

I also ask other retailers if they’ve dealt with a

Lowman,

You will have seen a lot in the media recently about vape products and concerns about the sale of these products to children.

Recently, the government announced plans to introduce a range of measures that have been designed to tackle underage vaping. These are: closing of a loophole that allows companies to offer free samples of vapes to children; increased education and dedicated

school police liaison officers to keep vapes out of schools; a review on the level of fines for shops selling illicit vapes; and a review on whether ‘nicotine-free’ vapes should be banned for under-18s.

This is welcome progress towards a policy that meets the government’s objectives of encouraging vaping as an alternative to smoking, while ensuring the businesses operating in this market are doing so

company before.

Cold calls over the phone or from a rep coming into my store will be ignored entirely.

The same can be said if I am asked for important documents, such as passport details, immediately. I’ll only go with one of the big utility companies for my energy contract now as well, due to this being such a volatile market.

It might take a bit of extra time to do this research, but it’s worth it to avoid signing a contract that could result in months of stress.

responsiblly and legally.

Our sector has a proven track record in the sale of age-restricted products, including vapes, by implementing a Challenge 25 age-verification policy. We need more enforcement of the law on underage sales and every retailer I know would be delighted to see more test purchasers in their stores and in those of their competitors.

On the subject on responsibility and vaping products, another key area to consider is the role of retailers in the responsible disposal of these products.

All retailers selling vapes must provide an option for customers who buy the product to dispose of their old vapes, and the method for this

Our home delivery service has been so popular that we’ve had to extend the delivery radius by one mile. It gives me access to a new customer base and more profit, as I can increase the delivery charge because of the petrol costs.

I haven’t done leaflet-based marketing for years because social media works so much better for me. I don’t have costs associated with printing the leaflets, and I save more time not having to travel to places to distribute them. My potential audience is much larger online as well.

WHAT I’VE LEARNED THIS WEEK

My daughters, who are aged four and eight, will shortly break up from school for the summer. They will be helping out with few simple jobs around the shop, such as counting stock and pricing at the till. It’s a way of helping them get prepared for the future. I did the same in the shop as a child, and I haven’t turned out too badly.

will depend on the total annual value of the sales you make of electrical and electronic equipment in your business.

If you sell more than £100,000-worth of electrical products in your business in a year you must offer an in-store takeback service for electricals on a like-for-like basis, and if the value is under £100,000 per year, you must signpost recycling options for customers.

Our Selling Vapes

Responsibly guidance is available on our website, and includes everything you need to know about the responsible sale of these products, including how to recognise legitimate products and information on retailers’ responsibilities when it comes to recycling.

Have you seen a rise in youth-related vaping thefts?

No 50% Yes 50%

NEXT WEEK’S QUESTION

Are you finding it more difficult to book delivery slots from your wholesaler?

Vote now @ThisIsRN

Kiru Nadarajah Everyday’s, Twickenham, London

RETAILERS MUST LEAD THE WAY ON RESPONSIBLE VAPE SALES

James

chief executive, ACS

Snickers Ice Cream makes TV debut

Mars Chocolate Drinks & Treats has launched a £1.26m campaign to drive increased awareness and sales of its Snickers Ice Cream products during peak ice cream season. Running until 26 August, the campaign, titled ‘Nothing satisfies more’, will be a UK first for the brand, appearing across ITV, Channel 4 and Sky, and online streaming platforms, alongside social media platforms such as TikTok, Instagram and Snapchat. Campaign spans TV, online streaming channels and social media

Dairylea rebrands Lunchables

Dairylea has rebranded Lunchables under the new name Lunchers, to align the product with the rest of the range, which includes Dunkers, Snackers and Filled Crackers. Lunchers is available in Ham ‘N’ Cheese and Chicken ‘N’ Cheese options, and is marketed as a source of protein and calcium. The new packs will also feature a new recipe, containing less salt and saturated fat.

On sale now

TV ad and on-pack promo from Coors

Molson Coors has unveiled the next stage of its ‘Keep it fresh’ campaign for Coors with a new TV ad and on-pack promotion. As part of the campaign, consumers will be able scan QR codes on promotional packs until September for a chance to win a mountain experience, with VIP tickets to Snowbombing festival in Austria, or one of 1,000 Bluetooth speakers. It will be supported by an outdoor campaign. Campaign spans on-pack, TV and outdoor media

Weetabix and FA tie-up

Weetabix’s partnership with the FA is back for the third year running, with an on-pack promotion to celebrate the FIFA Women’s World Cup 2023. Bestselling products from the Weetabix range, including Original, Banana, Chocolate and Protein, will feature in a campaign through to the end of September. Shoppers purchasing any of these packs will be in with the chance of winning an official FA shirt by scanning a QR code. Campaign spans on-pack

Single-serve Pukka PMP

Pukka has launched its first single-serve £1.49 price-marked pie exclusive to the convenience channel. The new Chicken Pie aims to tap into sales of frozen food, with the brand now accounting for two of the top 10 biggest sellers in frozen pies. With priced-marked packs representing three-quarters of sales in convenience, the launch aims to help retailers grow sales in this category through this format.

RRP £1.49

Dawtona extends UK range

Polish food brand Dawtona has extended its UK range of ambient store cupboard ingredients with two new tomato-based products: Passata (690g) and Chopped Tomatoes (400g). The supplier said the launches will be supported by a promotion in store, and consumer engagement plans via social media to help build awareness and drive shoppers to the fixture. The Passata has an RRP of £1.50, and the Chopped Tomatoes have an RRP of 95p. RRP 95p-£1.50

SPECIALIST CHOICE

MrBeast exclusive from Spar

by Jack Courtez jack.courtez@newtrade.co.uk

Bio&Me Granola and Porridge range

Bio&Me’s Granola and Porridge range includes Super Seedy & Nutty and Apple & Cinnamon varieties. Each product contains prebiotics.

RRP £1.35

Available from Epicurium

Spar UK stores are to get exclusive access to new confectionery lines from YouTube personality MrBeast.

Working with Icon Foods Ltd, Spar is to be the convenience distributor of four lines in the Feastables bar range, including: Original Chocolate, Milk Chocolate, Crunch and Deez Nutz.

MrBeast has the biggest number of subscribers of any individual on YouTube at 164 million followers, well over double the number of Prime Hydration backers KSI and Logan Paul combined.

New flavours from Popcorn Shed

Popcorn Shed’s snack packs come in Butterscotch, Maple Bacon, Pop N Choc, Salted Caramel, Say Cheese! and Toasted Marshmallow flavours.

RRP £1.55 (per pack)

Available from Epicurium

Enya McAteer, store manager at Mulkerns Spar Jonesborough in Newry, County Armagh, told RN: “We got it through on

That’s It plantbased fruit bars

That’s It’s plant-based fruit bars come in Apple & Blueberry, Apple & Cherry, Apple & Mango and Apple & Strawberry flavours.

RRP £2

Available from Epicurium

presell in June and have ordered a big amount. After seeing the success of Prime, the opportunity of brands backed by influencers is very clear to independent retailers.”

Spar said the lines have an RRP of between £2 and £2.49, and are available now, supported by in-store PoS and a

digital campaign. Spar will retain exclusivity in convenience until January 2024.

Spar UK trading controller Henry Goodchild said: “[We are] thrilled to have the opportunity to be the first in convenience to supply customers with the range of Feastables chocolate bars.”

Bestselling US sweet and snack brands revealed

Sales and stockists of US confectionery within UK local shops is at an alltime high, according to EPoS firm ShopMate.

The company's till data showed sales of US candy in the UK had continued to increase over the years, and it was now “relatively easy” to find a wide variety of lines in many stores.

ShopMate added there were 397 US candy barcodes with sales in the past three months, with the top-ranking brands in order of market share in UK local shops being: Bazooka, Reese’s, Jolly Rancher, Sour Patch, Millions, Nerds, Hershey’s, Mike & Ike, War-

heads and Ice Breakers.

These 10 brands accounted for around 91% of US candy spend, and therefore are brands retailers should be focusing on.

“More stores are stocking US candy – if your store doesn’t have a range, it might be time to look into it,” said a spokesperson for ShopMate. “Sales are

also improving, and while the share of total confectionery spend is still a small percentage, there are signs that consumers are seeking out the US brands they have heard about.

“This diversification can attract new customers who are specifically looking for US candy or who enjoy trying different types of sweets.”

PRICEWATCH

Profit checker Pet food

Behind the numbers

Pet food is tricky to get right, as customers’ loyalty to key brands is tested due to the costof-living crisis. Are there any opportunities for retailers to widen their margins?

It’s a similar story to last year, with just one line – Webbox 20 Chomping Chews Chicken – showing room to manoeuvre. Forty-six per

cent of retailers are charging as much as £2.15 for a pack, leaving scope for the 53% sticking to £1.15 scope to review their pricing.

Elsewhere, 32% are going as high as £1.69 with Pedigree Dentastix for Medium Dogs, compared with the 63% selling them for £1.19. Similarly, 28% and 25% are charging up to £3.25

for Winalot Shapes and Bonio treats, respectively, compared with the 70% and 74% sticking to their shared most-common price of £2.75.

Premium dry and wet foods are less flexible: 95% of retailers are charging the most-common price of £3.59 for Harringtons Rich in Turkey with Veg 1kg.

SIZE 1,500sq ft

TYPE High street

TOP PRODUCTS

Felix Original Mixed Selection in Gravy

Felix Original Mixed Selection in Jelly

We’ve got a one-metre bay split 50/50 between cat and dog products, predominantly food with some treats. We don’t range own label, we mainly work with premium brands such as Felix, Whiskas, Pedigree and Bakers. I’ve found customers loyal to their preferred brands, which did surprise me because pet food prices have increased by quite a lot in the past six months. Where we could, we went price-marked just so we could be sure we weren’t ripping customers off, because the jumps were ridiculous, and the margin is still decent.

STORE Spar Western Downs

LOCATION Stafford, Staffordshire

SIZE 2,500sq ft

TYPE Residential

TOP PRODUCTS

Whiskas Poultry Feasts in Jelly

40x85g

Spar Complete & Balanced Dog

Food with Chicken & Vegetables

We’ve got about three metres. We’ve just had a refit and introduced a broader range – we now do birdfeed and food for guinea pigs, rabbits and parrots as well as hay. Two metres of dog and cat food comes from Blakemore, with the rest coming from a company called Petculiar, which is still centrally billed. What I’ve found is a lot of the planogram is single-pick lines, which I don’t have a lot of. I have boxes because people don’t want to pick up a pouch here and there. They’ll pick up enough to last their pets a few days or a week.

Chloe TaylorGreen

Must-stock products

Price distribution chart

Percentage of stores selling above, below and at the most-common retail price

PRICEWATCH

Wholesale checker

White and chilled wines are big movers during warm-weather periods. Shoppers buy bottles for both outdoor and at-home consumption, to the extent that many retailers can favour a volumeover-margin approach with their ranges. Here, we compare pricing across five wholesalers to help retailers drive profits in the segment

RRP

N/A – Information not available

PMP – Price-marked pack

* – On promotion

P – Different pack size

C – Different case size

Dean Holborn

STORE

Jasper Hart Deputy insight & advertorial editor @JasperAHHart

Rosé Blend 9% 750ml

WHOLESALER Costcutter

SINGLE UNIT PRICE £3.80* MARGIN AT LOWEST RRP 36.59%

Blakemore is our supplier – 90-95% of our wine comes from them – and for the rest we use a specialist supplier called Hatch Mansfield. Blakemore deliveries come three times a week, while we use Hatch’s promotional cycle – it’s a good offering and they have very good margins, but the products are more premium. There’s a Booker cash and carry nearby, but we don’t need to go because Blakemore’s availability is strong.

STORE PROFILE

The UK’s Overall Best Shop

Charles Whitting finds out how innovations at Jack Matthews’ Bradley’s Supermarket in Rothley, Leicestershire, saw him receive this accolade from the IAA

In order to maintain the sales generated during the pandemic, Matthews undertook a comprehensive refit in October 2022, closing the site for three weeks and using money he had saved up during Covid-19

“We increased our chilled space by 25%, reduced our ambient space by 20%, and added a Cook range, a dedicated display for kitchen products and promotional bays,” says Matthews.

“ The refit increased our basket spend and also moved our sales towards higher-margin products. It’s improved our chilled and alcohol sales, and our vape range is now doing nearly £1,000 a week.”

As well as changing the make-up of his store’s offer, Matthews’ refit

also completely altered the layout of the shop to create a far better flow for customers, starting with a “supermarket-style entrance” with flowers and fresh produce at the door that Matthews says has created the “best-looking store in the UK”.

“It gives the impression the store is larger than it is,” he says. “The perception of our store from the outside is so important that I often say if we’d invested in the outside and left it the same inside, we would still have seen an uplift in sales. It’s got a really good flow.”

Inside, Matthews has worked hard to order the store by zones, so customers know when they’re in the food-to-go section or in the household section. By increasing the height of the ceilings, he has created

a ‘shop within a shop’ concept. The refit has resulted in a 17% increase in footfall. The shop opens earlier – and closes two hours later on Sundays – which has resulted in a “massive” sales increase.

The cost-of-living crisis changed how Matthews approached the positioning of his value lines. They are now more prominently placed for customers to clearly see rather than hiding on the bottom shelves.

“ This way, even if shoppers aren’t going to purchase them, they can see that we have them,” he says.

To find out more about this year’s IAA, go to betterretailing.com/ the-independentachievers-academy

INFORMATION

Store name:

Bradley’s Supermarket

Location:

Rothley, Leicestershire

Size: 2,000sq ft

Number of staff:

Six full-time, three part-time Demographic:

The store has a central location in a large village, with a customer base made up of families, elderly people and a lot of Environment Agency workers

STORE PROFILE

Alcohol out in the open

Matthews has stressed the importance of shop layout, and has specifically zoned his store to create defined sections to make the customer journey as simple as possible.

He cites his alcohol area as the biggest change he made during the refit. Where they had previously been stocked behind the counter, he moved the entire alcohol category out onto the shop floor. His alcohol area is clearly defined with separately coloured shelving, and he has invested in LED backlighting for them to provide greater visual impact for shoppers.

“Our BWS section has been a really successful part of our store since the refit,” he says. “Seasonal spirits make it onto the shop floor and we’ve even moved champagne out there. The shelving and LED backlighting really helps us to emphasise our range of premium products.”

Reducing packaging usage in store

Matthews has the majority of his fruit and vegetables loose, and introduced a refills section, covering a range of products including rice, pasta and cereals. These require no packaging at all, reducing overall plastic usage.

Merchandised in its own separate part of the shop, the refill station allows customers to buy only the amount they need, which brings wastage down, and is also helpful for people looking to better budget their shop.

“It’s been a big success,” he says. “We’re not talking about hundreds of customers, but those that do are loyal. They can buy 150g of pasta or just 10g. We’re looking to expand this section by more than half of the amount of space it currently takes up, adding a freezer and liquid offer with items such as Yorkshire puddings and washingup liquid. It’s something different and there’s a huge sustainability benefit there.”

Food-to-go sales

Matthews’ food-to-go offer makes up 10% of sales and provides a massive point of difference, with freshly made sandwiches and more. With a big office for the Environment Agency nearby driving a lot of demand and the large proportion of home workers also on the lookout for something interesting for a break in their day, the kitchen offer is a significant part of the business.

“Products are shipped over from our other store in Quorn six days per week,” he says. “In 2021, we developed the Quorn store and introduced the Bradley’s Kitchen food-togo concept, which provides an offer for breakfast, lunch and dinner. The kitchen offer is significant. We have a really good display of Bradley’s Kitchen.”

There are plans in place to develop that food-to-go offer even further, but at the moment it already provides a point of difference for both the Rothley store and the one in Quorn.

Clever merchandising

Matthews has sought to bring some individuality to the way his products are presented to his customers, using differently coloured shelf labels to highlight promotions. Another example is the installation of a special egg house for his range of locally soured eggs.

“It’s a shelving unit with a lid on it, and we call it the ‘egg hut’,” he says. “It adds a bit of theatre to our store.”

He has also updated his chiller ranges several times, making special use of the Cook range to highlight his overall offer and to cater for different missions. He recommends retailers look online and talk to suppliers about getting the PoS and planograms to bolster a store’s merchandising and promotional capabilities.

“There aren’t many suppliers who don’t offer that kind of advice,” he says. “Also, go to your competitors and see what they’re doing and if there’s anything you could learn from them.” l

#LetsTalkGroceryAid

Our services cover a range of self-help or referral led support and advice.

SELF-CARE

08088 021 122

COLUMNIST

Neville Rhodes

Increase the pressure

Iam no longer surprised by announcements of above-inflation newspaper cover-price increases, with or without a reduction in the retail margin, but when they are viewed over a longer term, a truly shocking picture emerges.

The Times, for example, cost £1 on weekdays 10 years ago, and retailers kept 25% of it: today the cover price is £2.80 and the retailer’s share is 17.86%.

This 180% price rise over the past decade far outstrips the 50% increase in the all-items Retail Price Index during the same period, and along with the title’s associated terms cuts, it provides a good example of the monumental indifference shown by some publishers to the circumstances of their print-copy buyers and their retailers.

The latter’s share of the £1.80 in cumulative cover-price rises on the weekday Times in the past 10 years has been 25p – less than 14%.

To be fair, this will increase to 16.7% if News UK restores the

20% margin on the Times in December, as it has promised.

E ven so, this would be less than the retail trade’s meagre 17.3% share of the combined price increases of all 10 national newspapers’ weekday editions over the past decade.

The titles that have cut into margins the least, that is to say have treated retailers better than the rest, are the Mail, The Sun, The Guardian and the i – along with the FT, whose below-average retail margin of 20% 10 years ago has remained unchanged.

It’s easy to regard each cut in terms as just a one-off event of no great consequence – “It’s 2p off our margin, but we only sell 10 copies a day, so that’s just £1 week, and we can live with that” – but added to all the others it means yet more damage to a category where margins have already been seriously eroded.

The terms cuts of the past 10 years have reduced the average retail margin on weekday national newspapers by around three percentage points, from

* Steal the initiative on theft

+ THE ESTIMATED 1.1 million cases of theft from local shops during the past year highlighted in the ACS Crime Report 2023 are a serious challenge to store owners. The huge number of incidents – an average of nearly 70 a day for each of the UK’s 45 area police forces – means the police and the courts will never be able to deal with most of them, so the onus is on store owners themselves to prevent them. I’m not qualified to advise on shop security, but from my own shop visits and observations, I believe it’s far easier to steal from shops today than it was 10 or 20 years ago. Make it more difficult – that’s the starting point for theft prevention.

23% in 2013 to barely 20% today, and with similar reductions on Saturday and Sunday editions, are costing retailers some £40m a year – and that’s not counting the profit that is disappearing with the category’s falling sales volumes.

I would like to see a more robust response from the retail trade groups to these events. They should turn up the heat.

They could start by exposing as utter nonsense the argument first used by the Telegraph and now copied by the Times that it is necessary to defer increases in retail margins in order to synchronise them with the publisher’s subscription rates. Pull the other one – it’s got bells on.

Then they could move on to giving some awkward questions an airing.

For example, is the zero-VAT rating of newspapers – granted in the public interest for them to be affordable – compatible with repeated above-inflation coverprice increases?

A nd is the legal framework of absolute territorial protection for newspaper distribution, which restricts competition and prevents retailers from seeking better terms from an alternative supplier, being abused by the publishers’ repeated cuts to retail margins?

Shocking treatment of retailers deserves a striking reaction

Neville Rhodes is a freelance journalist and former retailer providing his views on the major topics affecting news sellers

It’s time retail trade groups took a more robust line on above-inflation newspaper cover-price increases

Shocking treatment of retailers deserves a striking reaction

FASCIA GUIDE

How your fascia affects your reputation

While retailers should look at the product range and business development support offered by a symbol group before making the decision to join them, it is also important to consider what impact a fascia above the door will have on how the store is interpreted by customers, both local and passing. There is a reason, for example, why Jeyaseelan Thambirajah has opted for his 18-store estate to consist of a mixture of Premier and Budgens stores depending on the store’s local customer demographic. A s can be seen from Maximise UK’s research, running a SimplyFresh in an unaffluent area simply doesn’t happen, with the reverse true for Premier, Family Shopper

and Best-one. If retailers are going to go with a symbol group, they need to understand what their customer base looks like and which fascias work with which demographics.

“When you move up the affluence scale, you start to face more competition and, as a consequence, means you need to run a tighter operation,” adds David Haywood, director of Maximise UK.

USE THE FASCIA’S REPUTATION

The first and main advantage of using a fascia above your store as opposed to your own independent is recognition. Everyone has seen a Spar or a Londis before, they understand the concept and, to a certain extent, they have a good idea of what to expect.

RETAILER VIEWPOINTS

Meten

Lakhani

Premier St Mary’s Supermarket, Southampton

Every symbol has its merits. If you’ve got lots of students, then Premier works well. In densely populated areas with families, students and lots of chimney pots, it will work. But if you’re in a posher area, I don’t think it’s the one. You might want to go for a Budgens. In my opinion, because Nisa is more foodorientated, they don’t work so well on high streets.

There are many successful stores that are independent. And many of them buy from symbol groups and prefer to stay neutral. They have that buying power to buy from any of the wholesalers. But it’s very time consuming. I need to be there in the store. With Morrisons, we increased gross profit by 4% in the first three months.

“It brings us that reputation and gives us that corporate, smarter image,” says Meten Lakhani, whose St Mary’s Supermarket in Southampton has been a Premier for more than 25 years. “We have uniforms for the staff and when customers come in, it looks professional. People expect better pricing and availability from us than other independents. Premier have also tidied up their act and are making sure everyone’s store is refitted and on standard, which also paints a better picture.”

Given the importance of first impressions, getting the exterior of your store looking the best it can is imperative to attract customers through the door. Symbol groups can offer retailers guidance and financial support for them to do this, while other retailers will need to find the investment funds themselves.

Of course, there is also a flipside to pinning your colours to a bigger company’s mast. Everyone will recognise the brand, but given these are independently run stores, you can guarantee there are stores with your fascia that aren’t up to your standards. So, if a customer has had a bad experience in another store with your fascia, your business’ reputation is ultimately tainted by association. This is something you can do nothing about until they actually come through the door, where you’ll need to work harder to showcase your qualities.

GOING WITHOUT A FASCIA

There is no rule that says your store has to be affiliated with a symbol group in any way and there are plenty of stores out there trading

Charles Whitting finds out how much a fascia above the store helps and hinders a store’s ability to connect with its customers and build its own brand

Richard Kent Morrisons Evington Village Store, Leicestershire

entirely under their own name. Not only does this give them increased flexibility to buy products from wherever they want to, it also means that they are completely free from any of the preconceptions of a particular fascia – good or bad.

“If you do not have a symbol, then work has to be put into developing your own alternative,” says retail expert Dev Dhillon. “This is hard, but it can be done.”

This approach works best when you can fully embed yourself as an owner within the fabric of your local community and customer base. Stores in more rural and village settings are far better positioned to do this. If you are relying on passing trade, it can be hard to build up those relationships and the resultant trust from people who aren’t using your store regularly.

“In city centres, stores without a fascia look bland and retailers should move away from that independent look,” says Ricky Dougall,

HOW DIFFERENT FASCIAS ARE PERCEIVED

VERY POOR VALUE FOR MONEY

POOR VALUE FOR MONEY

GOOD VALUE FOR MONEY

VERY GOOD VALUE FOR MONEY

FASCIA GUIDE

from The Dougall Group. “In village stores, though, you want to highlight the independence without the brand.”

FINDING A MIDDLE GROUND

There is a third route that many successful retailers have adopted where they utilise the recognisable quality and support that a symbol group offers while also driving forward their own brand within their local community. Symbol groups understand that every store is different and serving a unique community, so retailers can push for some flexibility in how they set out their stall.

“We’ve just put a new fascia up and although we’ve got Budgens across the main door, we’ve also got signage saying The Village Shop,” says Joe Williams, from The Village Shop in Hook Norton, Oxfordshire. “Being where we are in a village location, it’s important that people recognise us as a village store with the same staff and owner.

“But it’s as much our staff as the signage that make it feel like an independent store. It’s local and we know everybody on first-name terms. It’s not about the name above the door – it’s about how your staff interact with the community and customers.”

Some retailers use the support structure and recognition factor of the fascia as their foundation – there is a minimum expectation there for customers below which they won’t drop – and from there they launch off their own brand. When it comes to their own brand, there is no limit to how high their reputation can rise. Amrit Singh Pahal’s store is H & Jodie’s first, Nisa second, and he trades off the work he does within his community. Dougall works on similar lines with his four stores.

“All our stores are promoted under the Dougall Group,” he says. “We create points of difference to show customers that we’re not like other Nisas. But our stores have Nisa above

the door. And when we opened in Canary Wharf, we went for Morrisons because of the strength of that brand.”

Dhillon adds: “Customers crave uniqueness and local experiences. The best independents curate their own offer and tell their own story – that’s why it’s essential they are part of the branding.”

Regardless of whether you are running a completely independent store or one more closely affiliated to a fascia or franchise group, it is important to remember that it is still your store, you own the leasehold or freehold on the property and you can choose what kind of operation you are running. And the more work you put into community engagement, consistent product quality and availability, and customer service, the higher the rewards will ultimately be.

“Trust is a part of consistency, delivering on your customer promise and being led by value and values,” says Dhillon. “The retailer owns this, not the symbol.” l

RETAILER VIEWPOINT

Reuben SinghMander

The Three Singh’s, Selby, West Yorkshire

The fascia makes the shop look a lot more presentable and sets a certain standard for your store. Customers know what they’re getting. But we’re lucky to have that Three Singh’s sign above the door because people know it’s still our store. Under Go Local, we’re under no obligation to do any community work, but we can go to them and ask for help, whether it’s free stock for a raffle or PoS to raise awareness.

RETAILER VIEWPOINT

Guarave Sood

Neelam Convenience Store & Post Office, Uxbridge, west London

There are five other stores near us, so the competition is very high. As a result, we’re always looking for things to differentiate our store from them. I’ve always been interested in having a fascia name above the store to pull people in because I believe certain fascias attract people.

The best independent stores curate their own offer and tell their own story

HOW A COMMUNITY’S AFFLUENCE AFFECTS WHAT FASCIAS ARE IN AN AREA

Maximise UK Affluence Index (based on census data 2021), catchment affluence – 500-metre radius

Provided by: Maximise UK’s MaxInsight-Plus

The main advantage of using a fascia above your store is recognition

FASCIA GUIDE

AG PARFETTS

RETAILER VIEW

Sasi Patel

Go Local Oldham Road, Rochdale, Cheshire

I’ve been a fully-fledged symbol retailer with Parfetts since 2019. They offer a great range and a commitment to providing value that supports my margin. I’d like to think we’re the centre of the community when it comes to servicing people from a consumer and a support perspective.

Say, for example, we’re going to sponsor a school football team and it costs £2,000, Parfetts will do a split with you. Their brand is going onto the school kit and it’s me that’s going to make that

happen, so it’s my chosen community initiative funded by me and Parfetts. During the pandemic, we did deliveries to customers with Age UK, and Parfetts quarantined a lot of stock for me, such as bread, milk and eggs, which were hard to get. They can help financially and with physical products.

Because Parfetts is an employeeowned company, the culture is very mutually beneficial, and that makes it easier. When I contact management, they’re very approachable and easy to work with. They’re definitely receptive to listening to your local ideas and needs. They won’t say yes every time, but it would be far harder to execute initiatives with other fascias.

STORE STATS

Average store size: 1,500 sq ft

Number of members: 1,100+

Cost of joining: Zero cost

How Parfetts is helping retailers get involved in their communities

Parfetts works closely with retailers to ensure they have what they need to support local initiatives and charities. The wholesaler can provide everything from helping to organise fundraising events to marketing materials and promotional activities on social media.

Depot general managers have a budget they can utilise to help stores that are involved in charitable events and community activities. Retailers are encouraged to speak with general managers and

discuss their needs, which are supported on a case-bycase basis.

Parfetts believes its flexible approach ensures the needs of local retailers and their communities are met. The general managers enjoy close relationships with retailers and are best placed to make decisions on local support.

All Parfetts customers are independent retailers, and they understand the importance of getting involved in community and charity events.

Contact Telephone: 0161 429 0429 Website: parfetts.co.uk

Twitter: twitter.com/parfetts E-mail: joinus@parfetts.co.uk

THE IMPORTANCE OF BEING INVOLVED IN YOUR LOCAL COMMUNITY

Convenience stores are the heart of communities and, over recent years, have become ever more important for local people. The cost-of-living crisis has created pressures for people, and convenience stores have had to ensure they can meet the changing needs of their shoppers while remaining profitable. Every Parfetts depot is flexible to meet the different needs of the local area. In difficult trading conditions, retailers see margins are squeezed. It is why Parfetts is investing more than ever to keep prices low and increase the size and frequency of promotional offers and events.

The company has also main-

tained a laser focus on promotions and value. Parfetts has invested more in value in recent years to support retailer margins and provide the value their customers need and expect. Parfetts has also invested in its own-label offering, which is now over 150 lines. It provides the value and quality customers need and drives even larger margins for the retailer.

Add to this a free-to-join symbol group, free deliveries, free marketing support, including consumer leaflets and social support, and a 2% rebate just for running its promotions. Parfetts is providing retailers exactly what they need to support their communities.

Parfetts depot managers have budgets to help stores with community events

BENEFITS OF JOINING US :

n No joining fee

n Free fascia

n Free leaflet distribution

n Free nationwide delivery*

n Competitive pricing and strong margins

n A further 2% rebate when you run the full 3 weekly promotion

n Free store development support

n A dedicated Retail Development Advisor (RDA)

n Access to category advice to drive basket spend and sales

n Access to over 9,000 products

n Access to 3 weekly promotional packages with 120+ lines plus every day low price lines (4 week buying in period)

n Margin boosting deals including showcases, trade specials, one day offers and seasonal offers

n Free POS packs including consumer leaflets

n Support of a full marketing service driving customer footfall and spend

n Tailored digital marketing support including access to our central social media accounts

n Free EPOS system with promotional PLOF updated each promotion

*Delivery availability is based on minimum spend and order quantity qualifications.

TO DISCUSS JOINING US AND FOR A STORE VISIT PLEASE CONTACT JOINUS@PARFETTS.CO.UK

“Switching from Bargain Booze to The Local and Parfetts has seen my margin increase by 8% overnight ”

FASCIA GUIDE

NISA

RETAILER VIEW

Valerie Aston

Proudfoot Supermarkets

Proudfoot Supermarkets began in 1948, when Wilf Proudfoot purchased his first store in the village of Seamer, near Scarborough. Personally, 2023 sees my 43rd year in retail and my 30th year with Proudfoot. Proudfoot was one of the earliest store groups to join Nisa back in 1980.

Nisa will work with you in the same way, whether you have an independent name or Nisa above the door. Nisa understands our need to stand out from the multiples to compete, and works with

us to create stores that are individual to our needs and customers.

Since 2008, Proudfoot has supported Nisa’s Making a Difference Locally (MADL) charity. MADL has opened our eyes to many groups in our area doing invaluable work, and offers us a sound investment within our local community.

Nisa, through its Heart of the Community initiative, offered to support local groups’ coronation celebrations with a donation of up to £500. Groups around Scarborough contacted us and we were pleased to support 13 of them. Proudfoot joins in with Scalby Fair, running a stall with store information, free fruit and promoting our community work.

How Nisa is helping retailers get

involved in their

communities

Not only does being involved with MADL drive community spirit, but it can also help to drive footfall and sales in Nisa stores. Nisa provides everything stores need to make a positive difference, including additional fundraisers such as branded collection tins and clothing banks.

MADL PoS is free of charge, plus store managers can access Nisa’s online system Canopy, where they can create personalised assets. If stores need fundraising kits for in-store events,

Contact

Website: nisalocally.co.uk

MADL support with that, too. MADL’s first ‘Stronger Together’ campaign is launching soon, where it collaborates with suppliers to help distribute funding and provide community assets. This encourages loyal Nisa customers to add to approximately £1.1m of donations each year.

Branded clothing banks and collection tins also play a huge part in boosting funds raised in store, with £41,000 and £167,000 raised respectively since launching in 2021 and 2017.

E-mail: recruitment@nisaretail.com Telephone: 0800 542 7490

Nisa’s charity arm, MADL, enables Nisa retailers to support their local communities through donations. Nisa retailers raise funds through the purchase of Co-op products in their stores and then choose a local beneficiary to receive the money.

All Co-op products purchased in Nisa stores contribute to their MADL funds, and additional money can also be raised via MADL instore collecting tins, coin spinners and clothing banks.

Nisa is committed to representing all the communities its retailers serve, including supporting small charities and

Nisa

donate to local causes through Making a Difference Locally

STORE STATS

Average store size: 2,000sq ft

Number stores: 2,500

Cost of joining:

The cost can be as little as £860+VAT annual subscription for the paperless option. Nisa offers financial packages/credit terms of a minimum of 14 days.

community groups.

The Heart of the Community initiative for the King’s coronation saw 147 charities and good causes across the UK benefit from donations of £500 – with £73,500 being donated overall.

MADL’s ‘A moment in time’ funding – an additional £2,500 pot for Nisa stores to apply for to support a crisis in the community – is also available to support communities in the aftermath of an emergency.

Whether it be a local scout hut that has burned down or flooding in the local area, MADL can be there to help.

stores can

THE IMPORTANCE OF BEING INVOLVED IN YOUR LOCAL COMMUNITY

FASCIA GUIDE

ONE STOP Mitesh Parekh

RETAILER VIEW

One Stop Yew Tree Lane, Dukinfield, Greater Manchester

I’ve been with One Stop for nearly four years. We had four stores when we switched and now have six, and I’m transferring another one over now. One Stop have been more engaged with my community than other franchises, which has been one of the key benefits of being with them.

They’ve let me choose what I wanted to have in each store, which some franchises don’t. This means each store is different, based on its area and community, rather than having a standard layout.

We sponsor the local football club, and we work with One Stop’s charity partners as well.

Letting the public know we’re more engaged in this helps our business overall. We tend to get customers that appreciate you at that level.

Whatever we tend to accumu late from bag sales, the majority of that goes to local charities or something happening in the area.

At times like Easter, One Stop sends us a hamper that we give to the local hospital or places like that.

Sometimes they send us the funds and I ask one of the managers to build a hamper. This happens throughout the year.

STORE STATS

Average store size: 1,000-3,000sq ft

Number of stores: One Stop Stores Ltd has more than 1,000 stores in total (300-plus franchise stores and 700-plus company stores)

Cost of joining: £115 per week

How One Stop is helping retailers get involved in their communities

One Stop has three national charity partners, and for each of these its stores are given a range of tools from posters and colouring sheets to a whole range of merchandise at no cost to the stores, ensuring they can get involved in any way they can.

Locally, One Stop helps its stores to support local community groups with funding opportunities through the Community Partnership Programme, providing grants and longterm plans of support mov-

Contact

ing forward.

It also empowers its colleagues to take on challenge events by supporting entry fees so everyone has the opportunity to take on the challenges they want to, for causes close to their hearts and the community.

It promotes its national campaigns and celebrates local activities via a range of methods, including digital media and its in-store community boards, which are used by stores to celebrate locally their achievements and community impact.

Telephone: 01543 363 003 Website: openaonestop.co.uk

Email: joinus@onestop.co.uk

THE IMPORTANCE OF BEING INVOLVED IN YOUR LOCAL COMMUNITY

One Stop strives to embody community, an ideal which is also shared amongst its franchisees, who champion its brand values every day. Through local and national charity events, collecting customer feedback to optimise its stores, and providing quality local products tuned to a demographics needs, One Stop provides franchisees with a platform for becoming a destination store within their community.

With each new One Stop store that opens, an enthusiastic community event is hosted, with locals invited to celebrate the opening of their new store. By doing this, new One Stop franchisees and store managers are given the opportunity to connect with their current customer base and

potential future customer base at the beginning of their journey.

Franchisees are provided with the training and stock for national charity events, encouraging their customers to purchase stock that directly funds charitable causes, such as Children in Need. As well as this, local charitable causes are shared widely across the estate so that momentum can build for the individuals championing good causes.

In the current climate, customers are finding it ever more difficult to complete their weekly shop, which is why to support the local communities that One Stop serves, it has refreshed its Low Everyday Prices campaign, which locks high value prices on more than 80 essential products.

The Community Partnership Programme helps stores help local groups

FASCIA GUIDE

SOUTHERN CO-OP AND WELCOME Kash Jaffar

RETAILER VIEW

Welcome Bromham, Bedfordshire

I’ve been with Southern Co-op for the past two years. We made the switch from Budgens because of access to the Co-op range, good availability and better product quality. We also thought Welcome was a stronger brand. When we made the changeover, it was fully managed by them. They made a dedicated team to change all eight stores and they have one area manager who looks after all of my stores.

Our Bromham store is right in the heart of the community. It

covers all of the neighbourhood and is the main shop for the whole of Bromham and the half-dozen vil lages around it. All of our staff are local, they can walk to the store. We’re the main sponsor of the Bromham Show. We have our stall at the main entrance where we offer the raffle prizes and provide refreshments. We also raise money for a horse riding charity for disabled children and Cancer Research. On the day of the show, at our stall, we have people from the charities on our stall. They also have donation boxes on the tills all year round. We’re also the kit sponsor of the Bromham boys football team and we collect food for the Bedford foodbank.

STORE STATS

Average store size: 2,200sq ft

Number of stores: 72

Cost of joining: One-off joining fee of £3,500

How Southern Co-op helps retailers get involved with their communities

By participating in local events, supporting community initiatives and showcasing local products, retailers can demonstrate their commitment to the community and create a positive image for their business.

This can help to build trust and differentiate themselves from larger, corporate competitors.

Southern Co-op offers franchisees the use of a branded gazebo, as well as help with artwork and printing for local events.

Where possible, it liaises

with suppliers to support any local franchisee events.

A lot of its franchisees are now very good at organising their own events, often with the help of those same local communities.

Communication between its core estate and franchisees is also key. For example, when it first took disposable barbecues off sale in its Dorset stores, it made sure its franchisees in the area were also happy to help as it was such an important issue for the local community.

Contact Website: southern.coop/what-we-do/welcome Telephone: 02392

222677 E-mail: welcomefranchise@southerncoops.co.uk

Stores run by Welcome franchisees are in the heart of their communities and, being part of Southern Co-op, it is incredibly important to become a hub for all of the local residents’ needs. This could be as simple as offering Post Office services or being a friendly face for locals to chat to. Being a trusted and respected store in the local community helps to build customer loyalty.

Southern Co-op often shares best practice and examples with its franchisees to inspire them to get involved with their local schools or fundraise for local charities. It has strong examples, such as one of its Welcome part-

ners working on environmental issues with their local school and another who manages the local village Facebook page. One of its franchisees holds a ‘Dragons Den’-style competition for local charities to pitch for fundraising and another collects toys for local children at Christmas.

There are also much simpler ways for people to help their local communities, such as having a donation point for a local food bank. It also actively encourages its franchisees to look for local products for their stores, which also builds a point of difference as well as supporting local food and drink producers.

Southern Co-op shares best practice and case studies with its stores

THE IMPORTANCE OF BEING INVOLVED IN YOUR LOCAL COMMUNITY

FASCIA GUIDE

SPAR

RETAILER VIEW

Nigel Masters

Spar Oswaldtwistle, Accrington, Lancashire

I’ve been with Spar for about 40 years. They’ve certainly helped grow the business to where it is and I don’t feel we could run it without their system. We’re too big and busy to run it independently and they took all the hard work out of running the store. We get all our fresh, main and frozen from James Hall, we don’t have to shop anywhere else for our goods.

We are the heart of the community – we have so many local customers who support us, we believe in giving something back to that

community if we can. The store is a great meeting place, because we’re at the heart of the community. We put about £2,000-£3,000 back into the community on an annual basis, which we can do thanks to being a robust business.

We get behind everything James Hall does regarding Marie Curie, whether that’s donation buckets or fundraising initiatives. In the community, every year we spon sor one football team’s shirts and another football club, paying for corner flags and the grounds. We’re one of the main sponsors for Oswaldtwistle Carnival. Any time somebody in the community is trying to fundraise, we’re getting involved.

STORE STATS

Average store size: 1,700sqft

Number of UK retail stores: 2,500

Cost of joining: Membership is free for the first year

How Spar helps retailers get involved with

their communities

Following the success of last year’s £100,000 Community Cashback Scheme, Spar launched its second £100,000 Community Cashback Scheme in February, giving away grants to local voluntary or community organisations and charities.

Shoppers from all over the UK could apply for a grant for an organisation or charity they feel deserves funding. All applicants had to do was share details of the exceptional contribution a local organisation has made to their community

Contact

and what the grant would be put towards.

There were grants available, covering all geographical regions across the UK. Amounts up to £10,000 are available, with a total pool of grants valued at £100,000.

The top 100 shortlisted charities will then have the chance to be showcased across Spar social channels and website for a single month, giving the charities valuable exposure and amplifying the Spar Community Cashback campaign.

Website: spar.co.uk/about-spar/own-a-store

Twitter: @SPARintheUK Telephone: 020 8426 3700

THE IMPORTANCE OF BEING INVOLVED IN YOUR LOCAL COMMUNITY

Spar research reveals millions are desperate to volunteer and ‘do their bit’ for the community.

A study of 2,000 adults has found assisting in schools, volunteering in charity shops and litter-picking in community spaces are some of the most popular ways people are lending their services.

While others have helped out with Scouts or Brownies, local sports events or given lifts to people in need.

Nearly half (46%) would like to volunteer in the near future, but 47% of those yet to do so admit they previously haven’t had the time, while 24% blame a lack of energy.

Meanwhile, nearly one in five (17%) aren’t sure what exactly to do in terms of volunteering.

Working outdoors, in food banks or helping with animals are the most attractive causes for those yet to give away their free time.

Volunteers’ reasons for getting involved vary, with 56% doing so to help others and 46% wanting to give back to their community.

Suzanne Dover, brand & marketing director at Spar UK, says: “It’s great to see people from all over the UK helping local causes as we believe in nurturing our neighbourhoods and supporting the communities we serve.” l

Spar stores can fundraise for national charity partners

SUMMER SALES

The categories shaping summer seasonal demands

Priyanka Jethwa finds out how focusing on beer and soft drinks will help you grow sales this summer

Summer sales divers can be split into a few core categories, namely beer, wine and spirits, big-night-in snacks, and ‘hot weather’ foods, such as ice cream and cold fizzy drinks.

So, it pays to focus on these areas in food and drink, as the majority of sales will come from these areas, alongside premium options within these segments, because with the warmer weather calling for more sociable occasions, customers may be willing to trade up.

Furthermore, the summer of opportunity will be even more prominent in the cost-of-living landscape.

Maria Neves, head of category management at Budweiser Brewing Group, says while shoppers are attempting to make savings across large expenditures, such as household bills and eating out, smaller ‘treat’ purchases, such as alcohol, are one area where consumers are happy to trade up. “To tap into this opportunity, retailers will have to rely more heavily on brands and products that consumers already

know and trust to deliver on taste and quality,” she adds.

PREMIUM BEER

In the 12 weeks to 22 April, premium lager continued to outperform in the beer category, and was the only segment to see value grow 3.7% versus a year ago. Meanwhile, all top-10 premium lager brands saw a dip in share with the launch of Madrí Excepcional, except for Asahi Super Dry, which continued to grow ahead of the category with a value change of 20%, solidifying its ‘summer profit driver’ status.

Steve Young, sales director at Asahi UK, says summer is the perfect opportunity to grow premium sales as most shoppers (75%) are willing to trade up on drinks and food during summer events, so it’s no surprise that over the past couple of years, premium beer has benefited the most during summer, with higher share during the period (24.3% of lager) versus the rest of the year (22.6% of lager).

That’s also because taste is the

SUMMER SALES

BIG SUMMER LAUNCHES

Malibu

Strawberry

Daiquiri RTD

main factor affecting drink choices during summer, with 68% of shoppers agreeing.

Butterkist

“From a pack size perspective, small packs (two-to-six-packs) have seen the strongest uplift, by 34.9% versus 33.6% for the rest of the year, while large packs lag behind – 22% versus 23.8% during rest of the year,” he says. “Bottle formats are also more popular during summer compared with the rest of the year, so small-pack premium options are likely to over-index. Therefore, having a strong selection of the bestselling brands in chillers is likely to have a positive impact on the category, since these packs have a higher price per litre.”

CIDER

Sheppy’s Low Alcohol

Cider with Raspberry

Milky Way

Ice Cream

Tub

When it comes to the performance of premium and super-premium cider, its share compared with two years ago has gone up by 2%. In comparison with beer, cider commands a slightly lower average price per litre (£2.46 versus £2.59) as it is weighed down by the prevalence of budget cider.

However, premium cider carries an average price per litre of £3.37 versus £3.21 in beer, indicating an opportunity for retailers to premiumise their ranges and use this as a profit builder.

For example, Cornish Orchards is currently valued at £1.3m, with its Gold variety contributing 53% of this, while its Vintage variety is showing the strongest growth.

“Cornish Orchards’ average price per litre is £4 – well above the average price per litre of £2.46. It sits in the super-premium tier alongside Henry Westons and Thatchers Katy. Super-premium cider makes up 13.7% share of the category.

“We advise retailers to merchandise Gold and Vintage alongside craft ciders. The new flavoured varieties should sit alongside more expensive flavoured-cider brands,” adds Asahi’s Young.

SOFT DRINKS

Seasonal occasions present some of the biggest opportunities to drive sales of soft drinks.

Neighbourhood stores see a significant rise in soft drinks sales around key seasonal periods such as summertime, and it continues to be the most important season for soft drinks from a value sales point of view – worth £786m.

Ben Parker, GB retail commercial director at Britvic, says linking soft drinks to events and running crosscategory promotions will help to unlock opportunities for retailers.

For example, in the summer, there should be more emphasis on linking snacks with on-the-go drinks such as Purdey’s.

“Offering premium lines in displays will help to drive trade up at point of purchase, such as Robinsons Cordials and Britvic Indian Tonic Water, which can also be linked to mixers with spirits for adult socialising,” Parker adds. l

Captain Morgan Black Spiced

Bottle formats are also more popular during summer

Monster Juiced Aussie Lemonade and Ultra Rosa

RETENTION

How to keep hold of your staff

Jasper Hart talks to retailers about how respect and development opportunities are helping them retain staff

Amid all the discussion about the best ways for retailers to keep costs down, the impact of staff turnover on a business’ bottom line is an under-discussed factor. According to a presentation from Mondelez International’s communications manager, Susan Nash, at the recent Independent Achievers Academy (IAA) Learning & Development Festival, finding a new hire currently takes 40 days on average, and can cost a business 25% of an annual salary, before considering the hidden costs of disruption caused by a departing employee’s absence.

“Staff are the heart of all retail businesses, and finding and retaining the right people is critical for the success of each store,” says Garry Craft, managing director (convenience stores) for workforce management software S4labour. “Not only in terms of onboarding and training costs, but particularly when it comes to staff morale, productivity and knowledge, as these are the biggest drivers of profitability.”

Convenience stores are naturally going to struggle to compete with multiple competitors when it comes to matters of pay and, depending on the number of employees, flexibility of hours and holiday. “Hanging onto the people you have has become my focus,” says Sue Nithyanandan, of Costcutter Epsom in Surrey.

“Keeping the good staff and making sure we try and give them the best working environment and support. As small businesses, we have to be fine-tuned and we don’t have a huge bank of people to step in.”

Despite the competition posed by the larger grocers, a convenience store’s position as an independent

business can work in its favour, as retailers can offer staff the chance to contribute directly to their success. This can have a positive effect on pay as the business grows due to proactive staff and management, but Craft says this should be a secondary aim to personal and professional fulfilment.

“In the short term, staff reward systems work well as an incentive –for example, running friendly sales competitions,” he says. “But real staff motivation and engagement that will drive retention is not necessarily financially motivated. How staff feel at work, how they feel they

Staff are the heart of all retail businesses

Independent retailers can give their staff a say in the running of the business

are being treated and the satisfaction they get from the job are all real long-term drivers of retention.

“Running incentives and increasing pay helps to a certain extent, but retailers need to be looking beyond that, to offering a fair, flexible, transparent and engaging place to work.”

LISTEN AND LEARN

Offering chances to develop and upskill your staff is a key way of making your store feel like such a place. “Running a business that offers training is key to retention. Whether that means teaching them new areas of the business or devel-

EXPERT VIEWPOINT

Employees want fair working hours, which could mean more of a work-life balance, or more overtime. This means stores need to be flexible with regards to staff scheduling.

During the summer months, a lot of staff will be requesting holidays and others may ask to pick up vacant shifts, so it’s important that it is easy for employees to communicate their availability to work, without owners and managers having to worry about getting holiday calculations right and maintaining full shift coverage.

Allowing your staff to swap shifts, pick up vacant ones and communicate their availability is a game changer in retail. Not only does it open up a two-way conversation between employees and management, but it also avoids running a burnt-out team, who aren’t going to be motivated, happy or productive.

oping them into supervisors and assistant managers,” says Craft.

“Teaching staff tasks that need to be completed when the store is not busy will not only make staff feel more engaged and productive, but will give them more of an overview of what part they play in the business, and how much work goes into its operations.”

This can come from practical, externally-offered courses in things such as first aid, food hygiene and allergens. If you are a symbol retailer, it’s worth seeing what courses your fascia is currently offering. But independent retailers can also be more nimble and don’t have to

Managers who are transparent with their staff about their rotas will drive motivation and engagement among their teams. When it comes to improving retention, staff need to feel that their time is valued and that they are not going to be messed around when it comes to their working hours. Employees whose shifts are cut or prolonged at the last minute are much more likely to leave.

Another big cause of high staff turnover is unengaged teams who do not feel they are valued or listened to by management, as well as feeling unmotivated due to lack of development opportunities in the job.

Setting a strong impression for employees from the outset is really important. Through effective onboarding, you will make your employees feel supported in their job from day one, which will avoid high turnover.

Garry Craft Managing director (convenience stores), S4Labour

STAFF RETENTION

operate so rigidly. Some give staff ownership of certain aisles or categories, or task them with growing their social media followings.

“It’s the magic of being included,” says Susan Connolly, whose family runs three Spar sites in Wiltshire. “At the multiples, you’re a number, whereas we care about every single one of our employees. We include them in our journey about what our plans and targets are, and what we expect, right down to the most junior member of staff – you’re only as good as your most junior person.”

Nithyanandan says making sure staff are involved in business decisions is one of the most practical decisions a retailer can make. “My staff know if the business grows, they are going to do better out of it. I try and consult with them because, at the end of the day, they speak to more people than I do,” she says. “I get more than 1,000 customers a day, my staff are really at the coalface.” She took two of her longer-serving staff members with her to the IAA L&D Festival – their conversation on the way home was not about the event itself, she says, but what they

needed to do to improve their store to come back next year.

Connolly also sent her performance delivery manager and one of her nominated store’s managers to the L&D Festival in her stead. Trade shows and award ceremonies are usually the preserve of business owners, but Connolly says taking senior or up-and-coming staff to these events is a means of showing them how long-term business plans can come to fruition. “I love the IAA and I’m already thinking about how to get the Best Overall Shop next year, looking at what we’re not doing and what we can improve on,” she says.

“I’m semi-retired now and can’t do everything, so I’m starting to give jobs such as social media to other people. I will find different staff to hit different areas.”

As a multi-site retailer, Connolly recognises the opportunity she has to develop staff. “My manager at the Festival started as a sales assistant at one shop, went to another as an assistant manager and has ended up as a store manager. There is a progression route for staff. It does take a bit of time and you have to be the right

person, but it is available. Donna [the manager] has gone to that store, and it’s up 21% year on year. The effect she’s had with merchandising, availability and pricing has been absolutely amazing.”

Positive feedback also needs to be measured and balanced with the incentive to push further, in the view of Arjun Patel, who runs Premier Cavendish Square in Swindon, Wiltshire. “If you start praising staff too much, some of them start taking it for granted, think they’re better than they are and take their foot off the gas or look for a job elsewhere,” he says. “From my perspective, I work with the manager day to day and am always talking to him about how we can improve – ‘should we buy x amount of stock, how can we improve this category?’”

Giving his staff increased responsibility has helped Patel plot the next steps for his store’s growth: “It’s allowed me to work on the business, not in it, so I can look elsewhere at how to improve our margins. I can take a step back and know that I don’t have to worry about anything. If I’m not there, the manager’s going to deal with the reps and knows what to order.” This also has had a positive effect on Patel’s work-life balance.

It’s also worth not expending too much effort on staff who you know

Having evident systems in place for staff gives them the tools to get on with their job

aren’t going to be with you for an extended period – many retailers recruit temporary staff such as students or, in Connolly’s case, army wives, who there isn’t much point earmarking for long-term development. Putting your emphasis on the long-standing local employees can pay dividends; Connolly has had four generations of one family work in one of her stores.

TIME TO TALK

Allowing staff to express their ideas professionally is a great way of making them excited to come into work and help push the business forward, but it needs to be balanced with recognition of their personal lives. Connolly makes use of Spar’s benevolent fund to support staff who have had to deal with injuries, illness and moving house after a bereavement. Her performance delivery manager also has one-to-one check-ins with every member of staff every 10-to-12 weeks to check in on any pastoral concerns of training requirements.

Faraz Iqbal, of Premier Linktown

Local in Kirkcaldy, Fife, says he persuaded a wantaway employee to stay at his store by offering him more performance-based bonuses, in lieu of a higher hourly rate.

Staff welfare is half of running a store, says Nithyanandan: “We check in a lot, they can phone me

up if they’re having a crisis. We sometimes become their counsellors. So many things happen in the workplace, we’ve a duty of care to ourselves as well of the business.”

These sorts of interactions are indicative of the ways in which independents can set themselves apart from competitors in providing a safe working environment, but staff can at times feel uncomfortable disclosing private matters to their superiors. This is why Connolly has a noticeboard with contact details for GroceryAid, so her staff have a third party they can reach if they have any problems but don’t want to talk to management.

TAKING TIME OFF

The retailers with the strongest staff retention are the ones who let their staff help guide their store’s development and growth. Apart from being its own reward, this helps retailers to give out regular bonuses, be they quarterly or annu-

al. However, they also need to also have a robust plan in place for when staff want to take time off. “Managers who are transparent with their staff about their rotas will drive motivation and engagement among their teams,” says Craft.

“When it comes to improving retention, staff need to feel that their time is valued and that they are not going to be messed around when it comes to their working hours.”

A lot of retailers use software to manage rotas and staff time off, to prevent overlaps and also ensure staff can take ownership of the holiday booking process. However, Nithyanandan still favours an “oldschool” holiday planner approach.

“We try and be flexible as much as we can,” she says. “I have a rule of telling two people not to take time off at the same time. It does overlap sometimes, and we try and prioritise all the people with young families, especially with school holidays.” l

For full coverage of the IAA Learning & Development Festival, look out for RN 21 July

Motivation is not necessarily financially motivated

THIS WEEK IN MAGAZINES

Opportunity of the week TOP OF THE POPS

Independent stores represent 20% of this magazine’s sales. Find out why you should be stocking it to grab your share of the market

What can readers expect from the title?

Top of the Pops magazine is a pre-teen title, licensed from the BBC, focusing on celebrity features, fashion and beauty trends, quizzes, posters and more.

On acquiring the title, we took the opportunity to give the magazine a fresh look that remained true to the brand and produce content that reflected the varied lives and interests of our readers.

What coverage have you got coming up?

Upcoming content ties into events such as the Women’s World Cup, the new season of Doctor Who, and film and music releases such as Barbie and Olivia Rodrigo’s second album.

We are also working with the BBC to create engaging content that supports popular series, such as Nova Jones and The Next Step, as well as standout new shows, such as Phoenix Rise.

How do you recommend retailers stock the title?

Our covers reflect the ontrend content, from celeb-

rity features to fan-favourite cringes.

We also highlight highvalue competitions with brands our readers love, such as New Look, Nintendo and Barry M.

We recommend Top of the Pops is given a double facing on the fronts of shelves, and stocked near other pre-teen titles, such as Go Girl and Girl Talk.

How does the title continue to stand out amid a crowded category?

One of strengths of Top of the Pops is the variety of content, from fashion and creativity to sports and humour. Featuring a mix of familiar A-listers and inspiring personalities from diverse fields and

MEET THE BEST IN THE BUSINESS AT MAGCULTURE LIVE

At our MagCulture Live events, we aim to bring together the best magazine-makers working right now. MagCulture Live New York 2023 last weekend was no different. If you’re a designer, an editor or a magazineseller, this is the annual event for you.

backgrounds, our content is relevant and engaging.

We are keen to encourage reader interaction with puzzles, quizzes, designing and write-in opportunities that complement our features.

How vital are independent retailers to the success of the title?

Independent retailers are extremely valued by Kennedy Publishing as a whole.

They have so far been key to the success of Top of the Pops, accounting for 20% of sales.

They are ranked as the second-best retailer for sales, so we are grateful to have our magazines present in these vital commercial areas.

Freephone: 0800 917 8616

It’s about bringing the magazine-making and selling community together and getting inspired – whether to make more magazines or get our hands on the most exciting publications out there.

At MagMagMag – our annual pop-up shop at the Vitsoe store in Manhattan during MagCulture Live in New York – we showed some of our very favourite magazines.

Whether our biggest sellers or our personal favourites, or those especially loved by our staff and regular customers, each of the titles we displayed this year represented a very healthy corner of the independent magazine industry today – and from where we’re standing, it is very healthy.

If you’re looking for magazine inspiration, our speakers at the event included Debra Bishop, art director of The New York Times Kids; John Sunyer and Anna Jay, from the Courier; Matt Willey and Dan Crowe, from Inque; Chloe Sheffe, from Here, Backstage Talks and others; Gutes Guterman, from Byline; Echo Wu, from 1413 Magazine; and Tanya Bush, from Cake Zine.

Look out for our future events and follow our latest magazine news at magculture.com.

Email: helpforhobbies@newstraid.org.uk www.newstraid.org.uk/help-for-hobbies

Danielle Mustarde, shop manager, MagCulture

Madison Halladay

Senior editor, Kennedy Publishing

THIS WEEK IN MAGAZINES

MATCH OF THE DAY

l This guide to the Women’s World Cup features everyone’s favourite players, the golden boot race and 10 reasons why England can go all the way.

l Readers can also hear from the Lionesses on the eve of the World Cup, win prizes and read the biggest news from the transfer window.

GIRL TALK

l This pre-teen girls’ brand is celebrating its 700th issue. Readers can expect puzzles, fashion and celebrity news, plus a bonus mini mag.

l This edition also includes a 25% discount to use in Claire’s stores, plus a WHSmith discount for any paperback book in the Dork Diaries series.

BELLA

l Bella is packed full of the latest celebrity news, real-life stories, puzzles, garden inspiration, recipes and more.

l NewsPro recommends stocking this title and getting your share of the traditional women’s weeklies worth £8.9m.

DISNEY PIXAR ELEMENTAL STICKER COLLECTION

l The collection has 180 stickers, including foil and holographic versions.

l NewsPro recommends stocking these front and centre to grab the attention of fans of the new Disney Pixar film.

ANDY’S AMAZING ADVENTURES

l Andy goes back in time to meet lots of amazing prehistoric creatures, giving readers the chance to colour, draw, make and play games.

l This issue comes with a travel set that includes a drawstring bag.

PUZZLER PRESENTS

l This summer issue contains the hottest selection of puzzles, with 150 different ones, including family fun pages.

l As the holiday season approaches, retailers are urged to stock this at the front of their newsstands to encourage sales of all ages.

On sale 12 July

Frequency weekly

Price £4.99

Distributor Frontline Display with FourFourTwo Barcode 9771756625977

SPECIALIST CHOICE

On sale 16 August

Frequency fortnightly

Price £5.99

Distributor Frontline Display with Top of the Pops Barcode N/A

On sale 27 July Frequency monthly

£5.95

Distributor Seymour

with Fishing News

9770041337250

On sale 18 July

Frequency weekly

Price £1.50

Distributor Frontline Display with Take a Break Barcode 9770953098324

TROUT & SALMON

What is it about?

Fishing remains one of the biggest sports in the UK, and this magazine includes everything fans of the sport need to know.

How does it perform?

On sale 13 July

Frequency irregular

Price stickers 90p, starter pack £4.99

Distributor Panini Display with Encanto Sticker Collection Barcode n/a

I’ve been selling it for years, which I think is testament to how well it does. I’ve also had a regular number of people who reserve upcoming copies for us to hold for them.

Bestsellers Puzzles

On sale 12 July

Frequency monthly

Price £4.99

Distributor Frontline

Display with CBeebies Barcode 9772397119962

On sale 12 July

Frequency weekly Price £5.99

Distributor Frontline Display with Puzzle World Barcode 9772732435009

Partworks and collectables

Toys Company

Scale of third-party advertising insert payments