Retail Merchandiser Volume 62, Issue 4

Volume 62 / Issue 4

www.retail-merchandiser.com

It’s event time!

May 24-26 sees the world’s largest licensing trade show open its doors in Las Vegas – Licensing Expo is back and it is looking better than ever!

As labor challenges continue, do autonomous mobile robots offer a solution to help grocery logistics operations significantly boost their performance?

Reducing excess packaging is a fix that eCommerce companies can introduce now, and is one step further towards Net Zero Rovio Entertainment Corporation continues to build on the success of its Angry Birds brand with exciting new additions, launches and partnerships

LE2022-RetailMerch-A4.pdf

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4/20/22

2:34 PM

MAY 24-26, 2022 Mandalay Bay Convention Center

The wait is almost over –

LICENSING EXPO IS COMING BACK TO LAS VEGAS

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CMY

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FIND THE BRANDS YOUR CONSUMERS LOVE among exhibitors like Netflix, Coca-Cola, and Hasbro looking to extend their brand into new and exciting consumer goods and services RECONNECT IN-PERSON WITH THE INDUSTRY for the first time in years! It goes without saying how vital 1-2-1 connections are in brand licensing – rejoin the community this coming May 24-26

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ENHANCED HEALTH AND SAFETY STANDARDS are put in place to enable you to connect and do business safely, effectively, and with confidence

Editor’s Letter Chairman Andrew Schofield Managing Director Joe Woolsgrove Editor - Libbie Hammond libbie@schofieldpublishing.com lhammond@finelight-media.com Assistant Editor - Will Daynes Staff Writers Daniel Baksi, Danielle Champ, Jessica Olley Administrator - Ibby Mundhir Managing Art Editor - Fleur Daniels Art Editor - Paul Gillings Art Editor - David Howard Sales Director - Alasdair Gamble Operations Director - Philip Monument Operations Manager - Natalie Griffiths Research Managers Jo-Ann Jeffery, Ben Richell, Kieran Shukri Editorial Researchers Victoria Burke, Adam Blanch, Michelle Fontaine, Joy Francesconi, Jeff Goldenberg, Dan Harrison, Melanie Joyce, James Page, Wendy Russell, Richard Saunders, Basil Sharpe Advertising Sales Johanna Bailey, Mike Berger, James Fuller, Alex Hartley, Reid Lingle, Sam Surrell, Gregory Waller Florida General Manager - Ryan Finn Custom Media Sales - Dan Bess Digital Sales - Mike Psimis Web Sales web@schofieldpublishing.com Subscriptions i.kidd@schofieldpublishing.com © 2022 Schofield Publishing Ltd Schofield Publishing - Corporate Head Office Cringleford Business Centre, 10 Intwood Road, Cringleford, Norwich, NR4 6AU, U.K.

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Hello and welcome to the April issue of Retail Merchandiser.

What a great magazine we’ve got for you this month. We look at licensing and franchising, as well as the grocery sector and sustainable shopping. Then there’s devices, restaurants that are venturing into retail, and eCommmerce too – surely there’s something for everyone (if not, let me know what you’d like to see in our pages.)

It’s always such a privilege to work with our fantastic contributors and being able to shine a light on the operations of our profiled companies – getting an insight into the phenomenon that is Angry Birds was fascinating in our piece on Rovio Entertainment Corporation, for example.

Don’t forget that Retail Merchandiser is both digital and print, so if you would like a hard copy, then do get in touch.

It’s great to see live events coming back onto the calendar and Licensing Expo (May 24-26 at the Mandalay Bay Convention Center in Las Vegas) is shaping up to be one of the most exciting events of the year! In our cover story with Laura Freedman-Dagg, Head of Retail at the Global Licensing Group, she highlights not just the areas that visitors can look forward to experiencing, but also her own role at the Group and some of the programs that the future holds. For anyone looking at the licensing arena, this is a great place to start – see page 26 for the full story.

Volume 62 / Issue 4

www.retail-merchandiser.com

It’s event time!

T: 561-778-2396 May 24-26 sees the world’s largest licensing trade show open its doors in Las Vegas – Licensing Expo is back and it is looking better than ever!

Please note: The opinions expressed by contributors and advertisers within this publication do not necessarily coincide with those of the editor and publisher. Every reasonable effort is made to ensure that the information published is accurate, and correct at time of writing, but no legal responsibility for loss occasioned by the use of such information can be accepted by the publisher. All rights reserved. The contents of the magazine are strictly copyright, the property of Schofield Publishing, and may

Libbie Hammond

not be copied, stored in a retrieval system, or reproduced without the prior written

EDITOR

permission of the publisher.

libbie@schofieldpublishing.com

As labor challenges continue, do autonomous mobile robots offer a solution to help grocery logistics operations significantly boost their performance?

Reducing excess packaging is a fix that eCommerce companies can introduce now, and is one step further towards Net Zero Rovio Entertainment Corporation continues to build on the success of its Angry Birds brand with exciting new additions, launches and partnerships

RETAIL-MERCHANDISER.COM

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INSIDE THIS

ISSUE UPFRONT

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FRANCHISING

26 LICENSING EXPO

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Franchising is not a decision to be made lightly or quickly, but there are franchisee associations that advocate and aggregate the collective interests of franchisees with the goal of negotiating better, fairer franchise agreements

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SUSTAINABLE SHOPPING

FORMAN MILLS

COP26 focused new attention on the negative impact that supply and distribution chains, especially in ecommerce, can have on the environment. Retailers can utilize technology to make right-sized packaging for individual orders and reduce waste

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DEVICES

44

Smart home devices are becoming a staple for the modern home in the US, but appliance retailers and builders need to make sure that they are offering the right level of support services for their end-user customers

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LICENSING

PARK GARAGE GROUP

Licensing is a potent marketing tool that capitalizes on fandom, familiarity and embraces heritage, allowing products to stand out on the shelf

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E-COMMERCE

Establishing yourself as an omnichannel brand is a hallmark of a

60

sophisticated and digitally mature company, but you need to ensure your e-commerce approach is right

18

RESTAURANTS/RETAIL

Adapting to the challenge of Covid-19 saw restaurants turning to new

KING’S HAWAIIAN

strategies such as selling their own selection of retail products

22

LOGISTICS

How can grocery logistics operations significantly boost performance?

Autonomous mobile robots might offer a solution without compromising H&S

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NEWS 12

UPDATES

New product launches, additional flavors, exciting ideas and fresh developments from key players in the industry

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LITTLE SHORT STOP STORES

30 ROVIO ENTERTAINMENT CORPORATION

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42

GRACEKENNEDY GROUP

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GROOVE LIFE

54 PIRCH

66

SAM ASH

72 CHARACTER WORLD

86

TRUENORTH

92 SCS

LEARNING EXPRESS RETAIL-MERCHANDISER.COM

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Is franchising all it’s hyped to be?

Achieving the promise of franchise ownership. By Robert Purvin

O

wning or purchasing a

made lightly or quickly. The franchise model of

collaborative franchise cultures, where the

franchise is a life-changing

product and service distribution can, indeed,

interests of all parties to the relationship are

decision that has huge

deliver all of the huge potential attributed to

respected and all parties have an effective

implications for an individual’s

franchising in general. But these attributes

voice in the evolution and success of the

finances, career satisfaction, and overall

are not automatic, and franchisees need to

franchise system. The existence of a strong

happiness. The promise of franchising is

continuously monitor, advocate, negotiate

and respected franchisee association is

business ownership supported by a proven

and work to assure that the promise is

the greatest barometer and protector of a

brand, an established market, beneficial

delivered. Franchisee associations are the

collaborative culture, and the prospects that

operating system and increased buying

primary vehicle and tool for franchisees to

the franchise agreement will contain vital

and marketing power. Unfortunately, in

protect their right to a fair and balanced

protections for franchisees as well as the

the current franchising marketplace, the

franchise relationship.

franchisor

promise is often not met by reality. While

For 30 years the American Association

there are many franchisors that are diligent

agreements and franchise relationships

of Franchisees and Dealers (AAFD) has

to support franchisees, there are sadly too

will evolve. Whether the evolution favors

advocated and aggregated the collective

many bad apples in the pile.

or disfavors a franchisee’s needs is a

interests of franchisees with the goal

constant concern. For this reason, I urge that

of negotiating better, fairer franchise

prospective franchisees seek to invest in

agreements. Most recently, we have stepped

Notwithstanding the ‘conventional wisdom,’ franchising is not a decision to be

4

Over time, all franchise systems, franchise

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Franchising Notwithstanding the ‘conventional wisdom,’ franchising is not a decision to be made lightly or quickly added protections for franchisees. In the last

myths that can be very misleading individually

year alone we have seen a comprehensive

- and have led many to make personally

report on the industry published by Senator

damaging decisions when investing in a

Cortez Masto (NV), an in-progress report

franchise. But through collaboration and

by the Government Accountability Office

negotiation with a franchisor who cares

requested by Rep. Schakowsky (IL-9), and

about the long-term success of its franchise

a petition filed with the FTC to investigate

network, these potential myths can be turned

the industry. This has led to major legislation

into your realities and a vigilant defense of

introduced and planned to protect and

franchisee rights and interests.

enhance the business interests of all franchisees.

During the pandemic and since, the picture has been a balance of bleak and fruitful. The government was instrumental to provide

For this reason, AAFD urges prospective franchisees to be cognizant of eight important myths about franchising.

• Myth One: Franchising is a safe investment.

PPP loans to small business owners to help

• Myth Two: Franchisees are in business

many stay afloat by providing the necessary

for themselves but supported by their

safety equipment needed before and in the early days of the vaccine roll-out. Today, there are different complications. Covid-19 has

franchisors.

• Myth Three: Franchisees own their franchised businesses.

created challenges from labor shortages to

• Myth Four: The franchisee gains a valuable

supply shortages. According to the turnover

asset in the trade name and trademarks of

summary from the US Bureau of Labor statistics, a record 4.3 million people quit their jobs in August 2021. It happened again in September, going up to 4.4 million.

Potential buyers have much to consider.

Prospective franchisees are urged to delve

the typical franchise.

• Myth Five: Franchising promises a proven business system.

• Myth Six: Franchising creates a critical mass of market penetration.

• Myth Seven: Buying a franchise means

into several common claimed attributes of

that you will lower the cost of doing

franchising, which franchisors commonly

business through the benefits and power

broadcast and use to paint franchising as practically a no-fail solution to career

of group purchasing.

• Myth Eight: Common myths about

it up and began advocating for franchisees on

success. That these franchising ‘attributes’

franchisee associations. They are not ‘all

the state and federal through strategic public

are automatic in franchising is a misnomer -

created equal.’ v

policy support. We also lead our members to qualified legal counsel that is essential to

Robert Purvin

identifying, negotiating, and advocating for essential interests, rights, and protections.

Robert Purvin is one of the founders, and serves as Chairman of the

Often, a collective voice is the only way to

Board of Trustees and CEO of the American Association of Franchisee

assure that a franchise agreement will protect

and Dealers (AAFD) and author of The Franchise Fraud: How to Protect

franchisee interests.

Over the past two years, there has been increased awareness regarding the ‘thorns’ in the franchising community. The Federal Trade Commission (FTC), the Small Business Administration, the US Senate and House of Representatives, the Department of Labor, and the Consumer Financial Protection

Yourself Before and After You Invest.

AAFD is the oldest, largest, and most respected direct member franchisee trade association in the United States. Since 1992, the nonprofit organization has formed and supported exclusive trademark specific chapters for franchisees of hundreds of franchise systems and seeks to foster its vision of Total Quality Franchising — a collaborative franchise culture that respects the legitimate business interests of franchisors and franchisees. www.aafd.org

Bureau have all been receptive to providing

RETAIL-MERCHANDISER.COM

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Box clever Jo Bradley discusses why ecommerce packaging must change to meet COP26 objectives

T

he COP26 summit has focused new attention on the contribution that supply and distribution chains,

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Sustainable shopping

especially in ecommerce, make to

change but, as consultants McKinsey note:

greenhouse gas (GHG) emissions and

“In many instances net zero commitments

innovation and investment in material

Clearly, it will take years, and much

other environmental ills. Many leading

are running ahead of companies’ own plans

production, product design and distribution

companies have publicly committed to

to meet them”.

technology, to deliver net-zero supply of the

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products that consumers want and need. But

that undermines efforts to attain a net-zero

individual ecommerce order. Sparck

one step that ecommerce businesses could

future.

Technologies (formerly Quadient) offers

take, economically, effectively, and right now,

As a material, cardboard packaging may be

is to stop delivering what consumers neither

far more environmentally acceptable than its

create ‘right-size’ boxes in seconds by

want nor need - excess packaging.

petro-chemical based alternatives, but it is

scanning and measuring the goods - single

still a valuable resource that should be used

or multi-item orders - cutting and erecting

their policies to COP26 objectives, then

as thoughtfully and sparingly as possible.

the box, sealing, weighing, and labelling.

simple, obvious steps to reducing waste

Making and recycling paper and cardboard is

Interestingly, multiple corrugate feeders are

should be taken now.

an energy-intensive process using significant

becoming more popular with ecommerce

amounts of hot water, so keeping the

businesses as different widths of cardboard

invention, but the commonplace experience

amount of cardboard we use to an absolute

can be selected automatically by the

of receiving small items in grossly oversized

minimum is an important step on the journey

machine to minimize off-cuts - and branded

packaging often filled with non-recyclable

to achieving a net-zero supply chain.

board is also an option.

If businesses are serious about aligning

The cardboard box is a wonderful

polyethylene or polystyrene void fill, has

8

The ecommerce sector has an opportunity,

CVP Automated Packaging Solutions that

By minimizing corrugate use, cardboard

moved from amusing, through annoying, to

indeed, a duty, to use available technology

consumption reduces by 30 percent on

downright scandalous. This is a wasteful act

to make right-sized packaging for each

average and void fill is virtually eliminated,

RETAIL-MERCHANDISER.COM

Sustainable shopping

CVP packaging solutions also conserve other

Importantly, far from adversely impacting

scarce resources. Labor shortages are driving up

consumers, more efficient packaging will be

staffing costs in the logistics industry, but right-

immediately noticed and valued by the half

size packaging can help reduce the requirement

of consumers who rate over-size packaging

for drivers and staff within the warehouse - a

as one of the most annoying features of

CVP machine can typically replace between

ecommerce, and the 77 percent who believe

eight and 20 manual packing stations. Up to

that the packaging a brand uses reflects its

500 shipments an hour can be produced by the

environmental values.

CVP Impack machine, and 1100 packages an

Right-sized packaging offers a net zero

hour on the CVP Everest. They can also save on

contribution that is environmentally effective,

another resource that is becoming increasingly

commercially attractive, and available right

expensive - warehouse space.

now. v

Many net zero strategies are widely believed to reduce consumer choice, or impair productivity and profit, or require large upfront investment for slow and uncertain gain, or require wholesale change to products, processes and business models throughout the supply chain. However, CVP Automated Packaging Solutions offer a compelling economic case by improving productivity significantly reducing packaging material

while reducing transport, labor and material

costs. And as businesses are well aware,

costs, along with an immediate and verifiable

cardboard is under significant upward price

improvement in the supply chain’s carbon

pressure.

footprint.

Furthermore, using smaller boxes means a greater density of product per truck or van load. A reduction in volume for a given

Jo Bradley

quantity of goods of up to 50 percent

Jo Bradley is Business Development Manager at Sparck Technologies (formerly Packaging by

potentially reduces the number of trucks

Quadient) a global leader in the design and fabrication of advanced, fit-to-size automated packaging

required on trunk routes, and the empty

systems for high-volume ecommerce applications – award-winning sustainable packaging solutions

running caused by ‘last mile’ vehicles having

that eliminate excessive packaging. It aims to make every parcel its clients send out a brand

to return to depot to reload in mid-shift - both of which can significantly reduce transport GHG emissions and costs, as well as other environmental harms, from noise pollution to congestion.

ambassador for their business. Based in Drachten, The Netherlands, Sparck Technologies supplies some of the world’s largest retail and industrial brands, supporting their ecommerce channels in multiple geographies with market-leading engineering know-how that combines innovation, reliability and unbeatable performance. https://sparcktechnologies.com

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Are we compatible?

Smart home tech support for builders and appliance retailers. By Scott McKinley

thermostats to microwaves,

F

everyday tasks much more convenient to

hub that any smart homeowner can access

coffee makers, and other

accomplish in the home, consumers will still get

and get the help they need 24/7. Whether it’s

kitchen appliances, builders

rom security systems and

Even though smart home devices will make

easily frustrated if these devices are not set

the latest high-tech devices on the market or

and appliance retailers today have already

up properly or not connecting to their home’s

the typical TVs, laptops, tablets, speakers, etc.

begun to outfit homes with every smart

network hubs. Builders and appliance retailers

that come out annually, consumers need to

technology device imaginable to create the

need better resources to offer support services

literally feel right at home with their devices

ultimate connected home experience, as

for their end-user customers.

and it all starts with having the right support

the demand from consumers is expected to

and protection. protection to all of these smart devices in

Home Cam drone and Amazon’s Astro

The right support experience builders and appliance retailers can provide

home robot will be hitting the market

Just by providing the smart device in the home

retailers, as continued technical issues such

this year, smart technology has become a

doesn’t mean it is enough for the consumer to

as the common problem of the device not

staple of the modern home in the US and

feel completely satisfied, as troubleshooting

connecting to the Wi-Fi, will most likely stem

other countries are starting to shift as

and repair issues will still take place and

from them. In order to alleviate constant

well. According to a survey from Hippo, a

cause major headaches for the technically

device problems, builders and appliance

national property insurance company, it’s

challenged. Instead of consumers turning to

retailers need to align themselves with tech

predicted that 15 percent of households

the manufacturer of the device for technical

support partners who can help offer the

worldwide will have a smart home device

support and having to wait tirelessly for

necessary support services that complement

installed by 2023, in which the most

someone to respond to the request, builders

the connected devices they are leveraging

significant factor in smart home device

and appliance retailers should consider

to attract homeowners. By providing a tech

usage is convenience.

supplying tech support themselves.

support service offering for every device,

increase throughout 2022.

As anticipated, devices like Ring’s Always

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This means specifically utilizing a central

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Providing the right tech support and the home is crucial for builders and appliance

Devices

Even though smart home devices will make everyday tasks much more convenient to accomplish in the home, consumers will still get easily frustrated if these devices are not set up properly

What does this mean for the future of smart homes?

With today’s mobile devices and tech gadgets filled with features that we couldn’t have dreamed of ten or 20 years ago; it has become increasingly difficult for consumers to decide what product is right for them and their home. For instance, there are many who prefer to use Amazon’s Echo smart speaker and then there are a lot of others who like

prompt the kitchen lights to turn on, but the

Google’s Nest smart speaker better. However,

lights only work with Amazon Alexa.

what if the two separately branded devices

The new standard in the future of smart

were included by the builders and appliance

homes will be allowing the consumer to

retailers in the same home?

choose the devices they want based on the

The goal of the future smart home is to

initial voice prompt system of their choice

make every smart device out there compatible

to then go about the other devices in terms

builders and appliance retailers will be able to

with each other, as the smart home system

of features and price, rather than worrying

help the homeowners instantly and provide

that the consumer chooses to put in their

about the compatibility. Although this

new revenue opportunities to highlight the

home needs to work effectively with all

would streamline the process for builders

customer experience.

the other devices they have. Whether it’s

and appliance retailers of implementing

sending voice commands through Amazon

these devices and making sure they work,

are expected to work as they should before

Alexa, Google Assistant, or another artificial

troubleshooting will still be pretty complex

the homeowner moves in, concerns and

intelligence solution, they need to work

and it’s up to them to make sure they offer the

risks with the devices will remain that only

with other smart devices, such as lights,

consumer the right tech support provider that

a professional tech support provider can

thermostats, TVs, and more. Just imagine how

can help fix their devices at any time. v

understand.

the homeowner would feel if the builder and

Even though smart home technologies

One of the major concerns consumers have when purchasing a new home is their privacy and the vulnerability to hackers or burglars can remain if devices, like security cameras,

appliance retailer put in a Google Assistant to

For a list of the sources used in this article, please contact the editor.

Scott McKinley

are not connected properly. For example,

Scott McKinley is AVP, Premium Technical Support for Pocket Geek

some smart devices come with a default

Home. Pocket Geek Home offers protection for nearly all the connected

password and if not changed when doing

devices in your household - even the things you haven’t bought yet - no

the initial set up, hackers could gain access and view or even steal personal information.

This has happened a lot in the past, but many would agree it’s better to be safe rather than sorry in this circumstance and go with a tech support provider.

matter who they belong to. That includes your laptop, your roommate’s gaming system and the smart speaker you plan to buy next month.

Pocket Geek® Home is brought to you by Assurant®, a Fortune 500 company that keeps more than 300 million people around the world connected, protected, and supported. www.pocketgeekhome.com

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Colorful style Vans, the original action sports brand, has come together with Crayola once again, more than a decade since Vans x Crayola’s very first collaboration in 2010.

This time, Vans and Crayola have created a colorful collection of footwear, apparel and accessories that has something for everyone. Featuring designs influenced by the classic look of Crayola art tools across iconic Vans styles, this collection celebrates everyone’s creativity.

The collection includes the Authentic™ Van Doren Inspired and Authentic™ DIY/ Sketch Your Way styles, updated with playful coloring-book style repeat prints that channel adventure. The white upper of the ComfyCush SK8-Hi® is a blank canvas ready to be personalized.

Vans x Crayola apparel and accessories complement the vibrant sneakers that anchor this bright, feel-good collection.

Major product update Oro Inc. has launched OroCommerce 5.0.

Shocking fashion stats Childrenswear brand FIVE OF US have examined and created a visualised interactive page that demonstrates just how much the fashion industry contributes to landfill each year. The interactive page compares the volume of clothing in landfill to some of the world’s most well-known landmarks, including the Eiffel Tower, Burj Khalifa, Mount Everest, The International Space Station, and even the moon, to give context to the amount of waste.

A spokesperson from FIVE OF US commented saying: “… we don’t pretend to have the solution to the problem that is sustainability in the fashion industry, but we do believe that our ‘made to order’ model is one responsible step in the right direction to reduce the problem of overproduction.

“While the fashion industry as a whole contributes more than a trillion dollars worth of waste to landfill every year, we rarely talk about how children’s fashion contributes to this. We think one of the key areas missing in sustainability in fashion conversation is educating the next generation on how to shop and consume with sustainability in mind.” https://fashion-responsibility.fiveofus.com/#/

The updated platform offers new and enhanced features that will improve the customer experience in the storefront and increase productivity and performance in the backend.

Back-office staff now have more productivity tools and integration options, plus Oro Inc. has also upgraded the stability, scalability, and security of the tech stack. Users can enjoy revamped storefront assets, namely JavaScript, and improved server response time. Buyers won’t get bogged down, even when their product lists or orders contain hundreds or thousands of line items.

OroCommerce 5.0 is fully compatible with screen readers and other assistive technology. The storefront and back-office comply with WCAG and ADA requirements.

Full integration with Microsoft Office 365 lets team members spend less time switching windows and more time building customer relationships.

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Opportunity for women Victoria’s Secret has revealed its intention to make a $7 million investment in women-led businesses identified by Venture Capital firm Amplifyher Ventures to provide women entrepreneurs with greater access to capital and growth opportunities. The initiative builds on the brand’s continued vision as an independent company to be the world’s leading advocate for women, which includes empowering women in their careers and as leaders.

Victoria’s Secret and women-owned Amplifyher Ventures will partner to help close the gender investment funding gap by championing existing and up-and-coming women entrepreneurs; creating opportunities for women investors, business founders, and leadership teams to thrive; and ensuring women are represented in companies from the ground up.

“As a company whose associate base is nearly 90 percent women, ensuring that women are represented and supported in their careers is extremely important to us,” said Martin Waters, CEO, Victoria’s Secret & Co. “We’re proud to make this investment in women with Amplifyher Ventures and help address the critical gender funding gap. With Amplifyher we are championing women entrepreneurs who are already leading the way and also supporting them in paving the way for the next generation of women founders.”

News update UK expansion plans

Streetwear investment

US-based sports retailer Lids has opened its first four European stores – adding 234 sqm to its UK footprint. The vision for the initial quartet of retail outlets has been brought to life by commercial interiors specialist Agilité Solutions – which completed the fit-out of shops in Covent Garden and the 02 Peninsula Square in London, Lakeside Shopping Centre in Essex, and Churchill Square Shopping Centre in Brighton.

Tom Ripley, chairman and CEO of Lids added: “Lids has become one of the strongest retailers in North America and we’re thrilled to take this growth internationally as we look to open 100+ standalone Lids stores in new markets across the world over the next year.”

The brand currently has 2,000 stores throughout the U.S. and Canada, including the National Basketball Association (NBA) flagship stores in Carnaby, London – the latter of which Agilité Solutions also fit-out last year.

StreetTrend LLC, one of the fastest-growing footwear and apparel companies in the streetwear fashion sector, has revealed that Mark Wahlberg has become a strategic investor in the company, having taken a significant minority financial stake in the business.

StreetTrend LLC designs, manufactures, distributes, and sells several footwear brands including P448 sneakers at retail locations and direct to consumer at www.P448.com. “I am very excited to have Mark as a partner and love his view on life. Besides his successes in entertainment, he is a brilliant entrepreneur and an engaged investor. We look forward to collaborating with Mark as we continue to grow the business,” said Wayne Kulkin, CEO of StreetTrend LLC. Wahlberg noted his excitement about being part of such a unique brand that fits his personal style and cares about sustainability.

“CEO Wayne Kulkin is a passionate and knowledgeable sneakerhead, and I look forward to being part of this project,” he said.

Mutual expansion Pet Supplies Plus, the largest independent pet retailer in North America with over 600 stores in 39 states, has acquired Wag N’ Wash, an emerging natural pet food, selfwash, and grooming franchise with over 15 locations.

Each brand will continue to operate as separate entities, providing pet product knowledge, personalized service and a distinct playful, local shopping experience in their respective communities. All Wag N’ Wash corporate team members will remain at Wag Central and continue to be instrumental in growing the business.

“The acquisition presents mutual benefits for franchisees, neighbors and guests of both brands,” said Pet Supplies Plus CEO Photo credit: PRNewsfoto/Pet Supplies Plus Chris Rowland. “Pet Supplies Plus neighbors will see no change and will continue to receive the same neighborly service and access to all the same products for all types of pets.

Wag N’ Wash guests will continue to enjoy this fun and passionate brand’s specialty offerings, but now will have access to an even greater assortment of products.”

Rowland noted that new and existing franchise owners will have the opportunity to open a store under the Wag N’ Wash or Pet Supplies Plus name, depending on what makes most sense for the market.

“Being under the Pet Supplies Plus umbrella company allows Wag N’ Wash to unlock a new level of purchasing power, funding to advance expansion and collective negotiation for strategic placement in territories that may not make sense for a Pet Supplies Plus store,” he said. “Because Wag N’ Wash’s specialty products and services are focused mainly on dogs, Pet Supplies Plus can further develop its presence in current and new markets without interfering with the neighbor’s expectations of our brand.”

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13

Attract and

retain

Entry into licensing: 101 for Retailers.

By Amanda Cioletti

overwhelming number of

R

on creating a destination that meets

format that blends the best of in-store

challenges over the past few

consumers wherever they are in their

and online shopping,” according to

years, stemming from the

etailers have navigated an

they know and love in an innovative

shopping journey, whether that be

Karen McKibbin, head of physical retail

Covid-19 pandemic that shrouded nearly

introducing a digital approach through

at Wayfair, in a recent interview with

every segment of the retail industry in

omnichannel platforms via social

License Global.

Global

uncertainty. From significantly reduced

shopping, curbside pick-up or quick

in-store foot traffic, supply chain woes to

delivery, or bringing the brands customers

the ongoing economic turbulence by

a total disruption of consumer shopping

engage with on TV, in books, and in sports

redefining what the shopping experience

behaviors, these detrimental effects,

arenas to life at the in-store level in new

looks and feels like. For example, Sumit

unfortunately, shuttered brick-and-

and engaging IRL ways.

Singh, CEO of the online pet retailer

mortars on a global scale and saw the

Wayfair, known for operating a handful

More and more retailers weather

Chewy, told CNBC: “Remember the first

very foundation of how consumers shop

of pop-up shops over the years, recently

time that you went to Disney, and you had

drastically change.

announced that AllModern and Joss

such a great experience, and then you

& Main, the e-commerce giant’s two

were like ‘I wish I could go back again,’ and

approach such as brand licensing and

specialty retail brands, have plans to

you had a great experience again?”

an omnichannel approach not only

establish a brick-and-mortar presence

survived, but established loyalty with

this year. Beyond a traditional in-

on leaving an impression beyond the

new audiences that will drive continued

store experience, the physical retail

purchased product builds a deep pool of

growth. Licensing is a potent marketing

locations “are introducing a new kind

long-lasting, repeat customers.

tool that capitalizes on fandom, familiarity

of omnichannel shopping experience

and embraces heritage, allowing product

powered by the Wayfair platform, inviting

as the retailer, fashion a destination and

on shelf to stand out on shelf.

our customers to engage with the brands

bring the shopping experience to life?

Those that leveraged a multi-faceted

14

Retailers that ‘won’ 2021 focused

RETAIL-MERCHANDISER.COM

This mentality of hyper-focusing

Sounds great in theory, but how do you,

Licensing A prominent example from a few years back is Forever 21 in a strategic partnership with Dr. Suess’ ‘The Grinch’. Every customer that visited the store or e-commerce site ‘entered Whoville’ with Grinch-inspired clothing, accessories, and décor that drew upon the nostalgia of the holiday classic.

I want in! How do I learn more about licensing and devise a strategy?

We’re entering a new age of consumerism, one that is driven by experience and familiarity that poses an immense opportunity for retailers to access new audiences and lock in life-long customers.

There are many platforms made readily available for those interested in learning more about the dynamic and profitable world of licensing: • For licensing 101 content, refer to the Licensing Brand Handbook viewable on License Global.

• License Global live (webinars) offer category-specific insight. While not elementary, the webinars speak to any interest in an accessible manner.

Once you’re ready to dive in and meet licensors, attend Licensing Expo, returning this year to the Mandalay Bay Convention Center in Las Vegas with a theme that complements the changing way in which consumers engage with

Let’s start with the basics: why does licensing work?

Licensing takes many forms.

Which is right for you?

brands: location-based experiences. Slated

If you’re looking to expand your

Retailers new to brand licensing often dip

opportunity to network with the industry’s

customer base, you need to cater to that

their toes into the water by holding the

leading licensors, retailers, licensees, and

demographic’s interests. If you’re trying

exclusive rights to sell branded products.

manufacturers, ink deals, and learn how to

to reap a higher profit (who isn’t?), you

But licensing is not one-size-fits-all;

find a winning property and what consumer

need to sell sought-after goods that

it’s also a strategic tool to boost brand

trends will be hot this year and next. v

align with shifting consumer trends.

awareness for the long term.

For a list of sources used in the article, contact the editor.

As retailers know, recognizable

As the world rebounds and consumers’

brands like Nike or Coca-Cola command

sights veer from material products to

a higher price point and are exceedingly

experiences, we’re seeing an emergence

attractive to consumers, thus resulting

in location-based experiences disrupting

in more sales for you as the retailer.

how retailers engage with their

They are also tried and tested brands

customers. LBEs take a beloved brand

– this is the benefit of licensing at its

and immerse the customer with a brand

core. By striking deals with licensors

authentic experience and a like-minded

that own the IP to notable brands such

community.

as LEGO, Marvel, Supreme, or Taco Bell,

for May 24 through 26, you’ll have the

you attract customers that are willing

Amanda Cioletti

to pay a premium to engage with and

Amanda Cioletti is content director at License Global magazine - www.licenseglobal.com

represent their favorite characters or brands. The result? Increased foot (or

Visit www.LicensingExpo.com to sign up Find the Licensing Brand Handbook here: www.licenseglobal.com/what-licensing/what-licensing

click) traffic and repeat sales.

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15

A new face The evolution of e-commerce and consumer expectations since Covid-19. By Joris Kroese

T

wo years on, we know that

at the patterns that have arisen from the

Suddenly everyone’s at-home facilities were

e-commerce has thrived amidst

last two years of e-commerce growth, we

more important than they had ever been.

the chaos and challenges of the

must discuss various solutions that retailers

From home office supplies to coffee machines

Covid-19 pandemic. Consumers

have taken advantage of, as well as what

and other small domestic appliances,

across the globe have turned to it in their

consumers now look for from their favorite

e-commerce was where consumers turned

time of need, and e-commerce sales have

brands when shopping online. The new

to facilitate their new lockdown needs.

almost doubled since the pandemic began.

face of e-commerce is an exciting one, and

Businesses big and small leant on their

Retailers alike have relied on e-commerce

consumers and retailers alike should take

pre-existing online storefronts, while the

tools to sustain their businesses when

note of the trends that may indeed have

pandemic has also offered a new opportunity

lockdowns have been ever-looming and when

emerged strong during the pandemic but will

for embracing new innovations across the

consumers have been hesitant to return to

be seen to outlive it.

digital e-commerce sphere. One such tool

normal in-person shopping. While brick-

16

Digital commerce has been a life raft for

that was harnessed by many businesses

and-mortar has faced adverse challenges, it

brands of all kinds. When the pandemic

was social commerce, which boomed in the

has been an exciting time for e-commerce,

initially hit and everyone suddenly began

first wave of the pandemic and remains to

resulting in changed customer expectations

spending increased amounts of time at home,

be one of the most crucial aspects of an

and a reshaped future of retail. To take a look

consumers’ day-to-day needs changed.

e-commerce strategy today in 2022. Defined

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E-commerce look at the demographics, its relevance to the

such as ‘Where to Buy’. Each channel then

future of e-commerce is all the more obvious.

complements one another and places the

Gen-Z shoppers, now in their teens and mid-

needs of the customer at the center of its

twenties, are already two to three times more

focus. With an omnichannel strategy, brands

likely to make purchases via social media,

make it easy for consumers to intuitively

while millennials are also fans of shopping

jump from one brand touchpoint to the next,

via socials, particularly given their loyalty

guiding them from the browsing to checkout

to brands that engage closely with their

stage with ease. To be truly omnichannel a

followers via their social media platforms.

brand should ensure that its social media and

Social commerce is one example of

social commerce capabilities and messaging

e-commerce capabilities that consumers

are aligned with its e-commerce storefront on

will increasingly expect from brands as a

its website, and in turn guarantee that what

readily available option for their shopping

is presented to consumers on all its digital

needs. Other e-commerce capabilities that

channels are reinforced in-store as well. This

the pandemic has normalized include the

goes beyond merely presenting cohesive

ability to buy online and pick up in-store,

and consistent brand messaging across all

also known as BOPIS. Similarly, Buy Online,

channels. It can even mean that consumers

Return In-Store or BORIS reflects a customer-

can find a product on a brand’s Instagram,

centric and cross-channel convenience that

before later browsing for more information

customers look for from brands today. These

on the brand’s website, and finally making

expectations were growing even before the

the purchase itself in person, in-store. With

pandemic hit, but now that businesses have

an omnichannel strategy that creates a

become used to adapting to survive, flexibility

streamlined, seamless process for consumers,

to facilitate customers’ needs has become

brands recognize that the customer journey

even more important than before. These

can be hard to predict, but they embrace it by

‘cross-channel’ capabilities are better defined

facilitating all preferences a customer might

by the key to e-commerce today, otherwise

have.

known as the omnichannel approach. By

E-commerce is on such a trajectory that

fostering a connection between physical and

by 2025, sales will surpass $1.6 trillion to

digital spaces, omnichannel solutions allow

make up 21.8 percent of total retail sales. For

e-commerce to survive by situating it within

the businesses wishing to make the most

a functioning commercial strategy alongside

of this growth, establishing themselves

brick-and-mortar.

as an omnichannel brand is a hallmark of a

For forward-thinking brands, it is essential

sophisticated and digitally mature company.

that your e-commerce toolkit is multi-

The past couple of years have been a

dimensional. The biggest mistake brands

challenge, but we’ve seen in practice how

can make when jumping into e-commerce is

businesses can adapt and persevere. An

that they place all their eggs in one basket,

unexpected but overwhelmingly positive

so to speak. Instead of focusing on one single

outcome from this is a refreshed approach to

as the intersection of social media and

sales channel, be it an online storefront

e-commerce, which is marked by its flexibility

e-commerce, social commerce streamlines

or otherwise, an omnichannel strategy

and customer-centricity. With these priorities

the path to purchase for consumers browsing

champions a holistic approach to both sales

in mind, retailers will be best prepared for

social media profiles. As the perfect place to

and the consumer. It means interlinking

riding the continued wave of e-commerce

connect with target consumers, social media

all available sales channels by enabling

growth over the coming years. v

became an even more important tool for

their omnichannel commerce capabilities

For a list of sources used in this piece, contact the editor.

brands in isolated times. By allowing social media users to make purchases directly from a brand’s social account, whether it is Instagram, Facebook, or Tiktok, social commerce has proven to be an efficient, popular, and forward-looking e-commerce innovation. While the pandemic accelerated its popularity, it has unequivocally become an essential component of e-commerce strategies for businesses today. When we

Joris Kroese Joris Kroese is the Founder of Hatch, an Amsterdam-based global omnichannel commerce solutions provider that aims to revolutionize the e-commerce landscape. Its ‘Where to Buy’ solution connects brands with global retailers, both online and in-store, to create an omnichannel buying experience that seamlessly allows customers to purchase products at every touchpoint within their buyer’s journey. Hatch currently employs over 100 people across its offices in Amsterdam, Kiev, Bangkok, Moscow, and Taipei.

www.gethatch.com

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17

O 18

f all sectors, the restaurant

been struggling to keep their heads above

closed at the peak of the pandemic. Faced with

and cafes industries have

water. According to the National Restaurant

these restrictions, the first course of action for

surely suffered the worst in the

Association, restaurant sales in the US

dine-in restaurants was to bolster themselves

hands of Covid-19. Since bans

plummeted 47 percent from March 1st – March

with takeaway and delivery services, but some

on in-door dining started being issued in

22nd 2020, and approximately 110,000

have added a whole new dimension to their

March 2020, venues relying on dine-ins have

restaurants either permanently or temporarily

activity, spreading their branches into retail.

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Restaurants/retail

Restaurateurs pivot into retail Through having to adapt to Covid, restaurants have discovered a new sales channel in retail.

By Skye Duncan

Milu, a modern Chinese café-restaurant

that,” says Vincent Chao, co-founder. They

Pre-Covid, Poppy’s were primarily a catering

in Manhattan, were mid-build when

started by jarring up three to four savory

business, with a small retail storefront and

Covid-19 hit. “It was a relatively simple

sauces made in-house, as well as other-

café in Cobble Hill, Brooklyn. When the

solution to jar our own sauces. We always

brand food products which they felt related

pandemic hit, they decided to capitalize on

wanted a pantry area in our restaurant,

to their business and were of a similar

their retail channel and provide a service

and due to Covid we decided to expand on

quality.

adapted to the circumstances. They started

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19

Image credit: Evan Sung

by offering a wide range of in-house products,

20

Hybride were founded in late 2016 as a

concept store, selling shoes, clothes, furniture

but found that they couldn’t keep up, says

blended café – concept store in Montpellier,

and decorative items by local eco-responsible

Jamie Erickson, co-founder. They soon realized

France. As time went along they found that

creators.

it would be more efficient to focus on their

the café lunch services were most profitable

most popular items – granola, pancake mix,

aspect of their business, and they quickly

help venues stay afloat during Covid, it’s a

cardamom syrup, hot cocoa and chili oil – and

evolved into a large café-eatery space with

no-brainer. But just how lucrative is it aside

forget about their other own-made products.

local creators’ knick-knacks sprinkled on

from that?

They also sell general pantry items by other

shelves, and a humble back-space dedicated

brands, from locally produced cheeses to

to the concept store. They closed the café

into online marketing, apart from a regular

jams, olive oil and honey, as well as ‘fill your

during first wave of Covid, and decided not to

presence on Instagram and Facebook, and

fridge bags’, which they pack with a week’s

offer takeaway or delivery, but instead to use

according to Vincent and Jamie, merch and

worth of fresh food, and their own branded

the opportunity to develop the store. They

pantry sales don’t come too much for either

merchandise like beanies and tote bags.

reopened in September 2020 purely as a

of their businesses. But, they have observed

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It’s clear that if expanding into retail can

Neither Poppy’s nor Milu put much effort

Restaurants/retail For Doriane Marquere and Sophia Nostrakis, co-managers of Hybride, it was an easy transition to make seeing as the concept store was already integrated into their business.

“All we had to do was sell all the catering equipment and seating,” Doriane says. “Our business is making less revenue,” Sophia points out, “but the work is significantly easier, and we no longer have the extra staff on our payroll who we used to need to keep the café running. We’ve been managing fine just the two of us, so the smaller revenue levels out.”

Although restaurants will want to resume business as usual as soon as possible, their expansion into retail during the pandemic is likely to have some lasting effects. In 2002 and 2003, for instance, the SARS outbreak is thought to have been a key impetus in spurring the digital transformation of Chinese retail. JD.com are a perfect example of this: founded in 1998 in Beijing, they started converting to online sales in 2003, seeing an opportunity in the pandemic. In 2004 they closed their brick-and-mortar store and went fully online. They are now one of the largest online retailers in the world.

As the market extends from physical shops to e-commerce, and as the Covid epidemic persists in its ebbs and flows, consumers are becoming accustomed to the convenience of these new purchasing options, and the incentive to explore and capitalize investments in new sales channels grows.

Poppy’s and Milu both foresee maintaining their foot in the retail game and possibly expanding on it, and Hybride intends to remain purely a concept-store. The takeaway: if you have a solid brand, you can sell just about anything, anywhere, as long as your products and store stays consistent with your image. v Further reading: https://www.mckinsey.com/industries/ retail/our-insights/how-restaurants-canspikes in sales during holiday seasons,

restaurants who sell our pantry items – plus,

especially over Christmas. “People are buying

it’s an extension of our brand image, and

pantry items as gifts,” says Vincent, allowing

provides an extra revenue and marketing

their products, and most importantly their

channel.” Is it worth the hassle? Vincent says:

name, to reach different places and people

“The pantry part of it, to be honest, wasn’t that

responses/e-commerce-in-the-time-of-

that they otherwise wouldn’t.

challenging. We just learned along the way.”

covid-19-3a2b78e8/

Does that make it worth implementing them into business as usual? “They represent a brand and quality of food,” says Jamie.

“It’s important for us to continue: we reach a lot more people than in our immediate neighborhood – both through online sales, and through being partnered with other Chinese

thrive-in-the-next-normal https://www.emerald.com/insight/content/ doi/10.1108/IHR-09-2020-0052/full/html https://www.oecd.org/coronavirus/policy-

Skye Duncan Skye Duncan is a fledgling content writer of British origin, living in the South of France. Amongst others she has written for The Morris Project, a company offering interior design, branding, packaging, and creative direction services for restaurants. https://www.themorrisproject.com/

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21

Doubling productivity With growing labor availability issues, how can grocery logistics operations significantly boost performance? Vincent Jacquemart offers a solution

F

22

aced with the likelihood of long

claimed that: “Thirteen percent of traders are

workers are older, and arguably more vulnerable

term staff shortages and resulting

reporting severe warehouse staff shortages”; in

to injury from heavy and repetitive manual tasks

rises in pay rates, warehouse and

November the Cold Chain Federation noted “ten

– distributors are already under pressure from

distribution center operators in

percent to 20 percent shortage rates” among

Unions and workforce representatives over

grocery and many other sectors are turning

its members. The Recruitment and Employment

unacceptable rates of musculo-skeletal injury.

sometimes belatedly to automation. This is

Confederation reported a 9.1 percent increase in

certainly an option but not all solutions deliver

Fork Lift Truck (FLT) driver vacancies just in the

operators cope with the increase in throughput

really significant productivity improvements.

first week of November, with pay rates jumping

required? A solution that could double or

Labor shortages in logistics have been

Given these obstacles, how will grocery

20-30 percent and Clare Bottle, CEO of the UK

quadruple productivity while removing much

building for some years, by no means just

Warehousing Association (UKWA) told BBC

of the physical labor is very welcome. One

because of Brexit, and the inability to fulfil

News that: “if anything, warehousing has been

such solution being the new range of AMRs

orders reliably is becoming an existential

hit harder than driving by the exodus of people

(Autonomous Mobile Robots) recently launched

threat for many firms. Logistics UK in October

from our workforce”. Meanwhile, available

in the UK by iFollow.

RETAIL-MERCHANDISER.COM

Logistics Using patentable technology, this solution attacks the problem on two fronts. Firstly, each AMR can transport two roll cages at once, to a total load of 1000 kg – they can also transport pallets, or trolleys. Secondly, they allow a picker/operator to work with multiple AMRs simultaneously. So potentially, on a single pick walk an operator attended by two AMRs could be assembling the orders for four different stores or customers. In practice, improvements in overall operational productivity of between 28 percent and 42.5 percent are routinely reported.

This AMR design approach addresses other issues. Commonly, a distribution center works with a combination of pallets and roll cages, the ratios of which may change over

A further safety feature derives from the

infrastructure, while the AMRs are built to

time. A swift and simple swap of carrier

AMR’s ability to turn within its own footprint,

cope with rough floors and at just 17cm high,

frames readily converts the AMR from cage

combined with the operating software’s tight

do not raise any height issues. Productivity

transporter (for all commonly used types of

control of speeds and accelerations, both

improvements will go some way to mitigating

cage) to pallet or trolley use, and vice versa.

linear and angular. The ideal aim of loading a

the relentless upward pressure on pay

Combined with the well-known advantages

roll cage with the heavier goods at the bottom

rates, while low training costs (training a

of AMRs in that, unlike AGVs or conveyors,

is rarely achieved, leading to stability issues

new or redeployed member of staff is a

they require no fixed infrastructure, this

under rapid acceleration. Acceleration, even

matter of minutes) combined with potential

means there is no loss of flexibility in

under manual propulsion, can also lead to

reductions in safety, injury-related, and

warehouse operations.

goods spilling out of the back unless, as is

staff recruitment/retention costs, form a

the practice in many warehouses, the ‘gate’

significant part of the Return on Investment

operate at temperatures from -25°C to

is closed between each movement, which

argument and the wider business case.

+40°C without degradation of battery life.

is tedious and time consuming. Controlled

The benefits of carrying two roll cages at

and gentle movement by the AMR mitigates

solution can make a real difference in helping

once when it comes to minimizing time spent

against these risks.

the grocery distribution trade continue

Additionally, iFollow equipment can

in chilled and cold stores, and the number of

Given the current supply situation, grocery

Clearly, a double roll cage handling AMR

to bring food to our tables reliably and

times cold store doors have to be opened, are

distribution operations form an obvious user

affordably, despite all the current and future

obvious.

community for this kind of AMR technology,

challenges. v

The technology achieves a productivity

but it is equally applicable to other sectors

advantage without compromising operator

such as DIY, general merchandise, or clothing

health and safety. The route planning

and fashion, which is another big user of

software won’t allow the AMR to move

specialized roll cages.

towards fixed obstacles such as walls or

Through creating safer, more satisfying

racking, or moveable objects such as workers

and productive roles in grocery logistics –

detected by the machine’s array of sensors.

with less walking, more useful picking, less

Each AMR has front and rear LIDAR arrays,

heavy labor and exposure to hazards and

defining ‘safe areas’ for forward or reverse

arduous conditions – there are opportunities

motion – if anything is detected within

to improve labor recruitment and retention

these areas, the motors are stopped and

while reducing absences. Installation

the brakes applied. Considering that, even

does not require expensive and disruptive

in manual warehouses, between two thirds and three quarters of days’ absence by operators is caused by ‘interactions’ with the handling equipment, there is the potential for considerable reduction in physical injuries.

The psychological benefits of workers no longer being continuously worried about potential collisions should also not be underestimated. Relaxed operators tend to be more productive, and more accurate.

Vincent Jacquemart Vincent Jacquemart is CEO at iFollow. iFollow is an industrial company, specializing in the design, development, and manufacture of mobile robots for heavy load transportation in the industrial and logistics sectors. More than 40 employees of five different nationalities reinforce the knowhow in mechanics, electronics, embedded systems, artificial intelligence, and robotic navigation intelligence. iFollow has partnerships with several recognized integrators such as Wiio in France and PMT Corporation in Japan. www.ifollow.fr

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23

Licensing Expo

It’s event time!

Laura Freedman-Dagg, Head of Retail at the Global Licensing Group, discusses licensing strategies to meet the modern retailer’s needs

26

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27

Licensing Expo

their brand extension strategies to bring the consumer’s interests to the center of the

demand, we already have a strong exhibitor

experience.

list with every major product category

Retail Merchandiser spoke with Laura

C

represented Entertainment, Character,

Freedman-Dagg, Head of Retail at the

Corporate Brands, Art & Design, Agents, and

Global Licensing Group, about Licensing

more brands signing up daily! Participating

Expo slated for May 24-26 at the Mandalay

brands confirmed to date include Warner

Bay Convention Center and how they are

Bros., Jazwares, Paramount, Joester Loria

shaking up retail offerings across their global

Group, Mattel, MGA Entertainment, Shell

ompetition for retailer attention

portfolio of licensing events to create tailored

Oil, Hasbro, Beanstalk, NBCUniversal, Sony

between brand owners is

programs that meet the modern retailer’s

Pictures, Epic Story Media, Scholastic, NFLPA,

fierce. But vying for consumers’

needs.

MGM Studios, Moonbug Entertainment, and

Laura Freedman-Dagg

attention amongst the retail

LEGO – many of which are extremely difficult to lock down meetings with outside of

interests. Increasing investment in personal

Before getting into your exciting new role, I understand that Licensing Expo is around the corner. Could you speak about the upcoming event and what attendees can look forward to?

health and self-servicing, for example, are

We are so excited to return to Las Vegas

– registration is free and accessible here

trends born from the pandemic primed to

this May 24-26 and reunite the licensing

(https://registration.gesevent.com/

become commonplace as retailers adapt in

community for the first time since 2019.

survey/3302xsjq3rwy4.)

lockstep with consumer preferences.

Nothing quite beats face-to-face connection.

community seems to grow more challenging as each day passes. Not only have consumers changed how they shop and engage with brands, but they seek products and experiences that mirror their lifestyle and

Licensing Expo.

I would love to meet with retailers onsite this year to learn about their visit to Licensing Expo and how we can improve their experience in the years following

get a shopper in your store time and time

in-person meetings to advance and drive

again, goes far beyond adding curbside pick-

business forward; we’re the first trade

Now let’s dig into your new position as Head of Retail. Why was the role created?

up and enhanced health measures. Retailers

show for the licensing industry this year, so

You’re correct; my role as the Head of Retail,

need to create unforgettable experiences and

Licensing Expo is now the must-attend event

Licensing at Informa Markets is brand-new

tap into society’s evolution toward fan-driven

on everyone’s calendar.

and spans our portfolio of global events –

But standing out in the crowd, enough to

consumerism, and licensing is the key.

While licensing may not be a primary

28

Underscoring the industry’s pent-up

And our industry, in particular, relies on

We’re looking forward to providing a

Licensing Expo, Brand Licensing Europe, and

platform for everyone to reconnect with one

Brand & Licensing Innovation Summit Europe

function of many retailers’ day-to-day, many,

another, ink deals, discover new IP, learn from

and North America. My primary responsibility

from big box to boutique, are expanding

renowned experts, and more.

is to understand what our global retailer

RETAIL-MERCHANDISER.COM

needs are related to brand collaborations and

interest. The insights on how we curate this

how we can deliver a consultative experience

experience will come in time as I speak with

What initiatives can we look forward to?

based on our findings. The retail community

more and more retailers, but essentially, the

Since Licensing Expo is around the corner,

is so important to our exhibitors. Still, before

consultative package will comprise their

my attention is geared toward speaking

we can contrive a turnkey program, I need

on-site goals and education needs so we can

with as many retailers as possible. Personal

to meet with as many retailers as possible

meet their expectations and dramatically

relationships with retailers are mission-critical

to understand how they use licensing to

improve ROI.

to fully grasp their level of understanding of

reach new customers and what their buying

We’re being intentional with the education

brand collaboration as a strategic tool and

calendar looks like. The brands they’re

and experience we’re offering retailers while

how we can insert our licensing events to

interested in meeting with. We’re investing

also being mindful that each licensing journey

match their needs and expectations.

in an expanded focus on retail and giving this

is unique, and each retailer may be at a

community the attention they need. Basically,

different stage. Every customer conversation

received in our European markets is the

we need to understand, at a granular level,

brings new insights to light and helps us dig

Retail Mentoring Program, a year-long

what keeps retailers up at night and in what

deeper into retailers’ primary challenges and

program consisting of seminars, coaching and

ways brand extensions can help.

why they may not have considered brand

mentoring, brand owner site visits, and expo

collaborations in the past; then, we can

passes to encourage the younger generation

that enhances retailers’ experience on-

identify how one of our events can seamlessly

to pursue future career opportunities in

site and helps them tap into the exciting

fit into their larger marketing strategy.

the retail space. I hope to bring an adapted

My ultimate goal is to produce programming

An initiative I’m proud of that is well-

opportunities that licensing can offer. It’s a

There is a real need for retailers to

challenging time for retailers, balancing the

attend licensing events to uncover the

ripple effects of the pandemic and changing

hottest brands and emergent trends to

is Location-Based Entertainment (LBE),

consumer shopping behaviors. I want to

attract their customers. The power of fans

providing a stage for IP-based immersive

know what their audience wants, how they

is immense, and we hope to become the

and interactive commerce and partnerships.

want to shop, which brands are driving sales,

retailer community’s partner that helps them

Retailers should be paying attention to

whether their audience responds to IP-based

engage with brands in a new way that evokes

LBE and looking at ways to layer LBE into

experiential offerings, and what they are

consumer emotion. This level of intention

their larger marketing strategy, as it’s a true

currently doing to solve these questions.

is necessary today to keep the shopper’s

reflection of consumers’ shift from a material

experience fresh and exciting.

to an experience economy. v

Brand collaborations are a strategic tool

iteration of this to the US market.

And finally, Licensing Expo’s 2022 theme

that will open so many doors for retailers to tap into the power of fans and adapt as consumers change how they shop; it’s my job to facilitate the discussion and, in time, the connection between retailers and exhibitors.

A consultative experience sounds exciting! Could you speak about this program you’re working on?

It really is. From conversations with our attending community, we know that licensing is sometimes only a fraction of their daily responsibilities – retailers are busy! Much education needs to happen to bridge that gap and position licensing as a strategic tool in their marketing arsenal that will help keep them agile and relevant in consumers’ eyes. No matter your industry, it’s tough to

Whether you’re a retailer that wants to expand the scope of your brand extension program or are

retain people’s attention, and smart brand

interested in starting your journey, I hope to see the retailer community at Licensing Expo this May

partnerships can help.

24-26 at the Mandalay Bay Convention Center. We have a growing roster of brands signing on daily

A guiding principle is to simplify the experience for our retailer community, so their time is used efficiently while on-site, and they’re only meeting with brands of

to exhibit, many with the latest consumer products and news – this is where the next 12-18 months of trends are born.

Register for free here or contact me at Laura.FreedmanDagg@informa.com. https://www.licensingexpo.com/en/home.html

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29

Rovio Entertainment Corporation

Game on Games creator and developer Rovio Entertainment Corporation continues to build on the success of its Angry Birds brand with exciting new additions, launches and partnerships

E

stablished in 2003, Rovio

games over the years. “We believe Angry Birds

Entertainment Corporation

Journey has something to love for long-time

(Rovio) has been making

Angry Birds fans, but is also more accessible

smash hit games and

and thus a great entry point for those who

providing entertainment for over 16 years.

have never experienced the classic slingshot

Headquartered in Finland and listed on

games,” he added.

the main list of the NASDAQ Helsinki stock

Birds fandom, this is the ideal time to

on the mobile gaming scene in 2009, with

mention the first version of the game, which

the launch of the now famous and legendary

enthusiasts have long been keen to see

game, Angry Birds. Within a matter of weeks

reintroduced to app stores for modern mobile

people across the world were downloading

devices. Responding to their campaign to

and playing the game, determined to protect

#bringback2012, Rovio’s developers are

the Angry Birds’ nests from the scheming

working on a rebuild of the original game,

green pigs!

which will replicate not only the look, but also

The popularity, playability and general

the feel of the premium game launched in

all round fun of Angry Birds spurred it on

2009, alongside all of the content released

to become one of the biggest mobile game

up to 2012. With a launch planned for the first

success stories of all time. It has also allowed

half 2022, the Angry Birds Classic is a total

Rovio to expand on the concept and develop

rebuild on the Unity platform and includes a

the Angry Birds brand, taking it from games

few upgrades alongside the authentic, bird-

to various entertainment and consumer

flinging experience that fans adore.

products via brand licensing. Today, Rovio

It is clear that there is a big year ahead

offers multiple Angry Birds mobile games,

for the Angry Birds, as alongside the new

alongside animations and even movies - the

game development, they also enjoyed their

first Angry Birds Movie was released in 2016,

first long-form animated series Angry Birds:

with its sequel, The Angry Birds Movie 2,

Summer Madness which premiered on Netflix

released in 2019.

in January 2022 with season two planned

The growth of Angry Birds in the gaming

to be released at a later time. The series

sector continued through 2021, and January

details the adventures of a teenage Red,

global licensing agency IMG Licensing, which

2022 saw the launch of Angry Birds Journey

Chuck, Bomb and Stella, as they spend the

is securing deals across core categories.

– a casual puzzle game with the fan-favorite

summer together with other Angry Birds at

In the first half of 2022, the first products

slingshot at its heart. Taking the birds on an

Camp Splinterwood. They can’t escape those

are coming out in the USA in Sonic Drive-In

adventure in search of egg-shaped artifacts,

obnoxious pigs either – their own camp is just

restaurants where the exclusive toys are

the flock must discover and activate Egg

the other side of the lake!

available in Wacky Pack meals.

Wonders before the conniving green piggies

30

Having referred to the dedicated Angry

exchange, the company really made its impact

At just 11 minutes per episode, Angry Birds:

get to them. Rovio CEO Alex Pelletier-

Summer Madness encapsulates the fun

New arenas

Normand acknowledged the fan’s love for the

and mayhem of the game, while expanding

Alongside these Angry Birds game spin-

original slingshot gameplay, and while Angry

on the storylines and rivalries between

offs, in 2021 fans also enjoyed some brand

Bird Journey has updated and streamlined the

the birds and pigs. It also offered Rovio the

partnerships that brought the Angry Birds

experience, it is still filled with the same iconic

opportunity to launch some exciting licensed

brand into new arenas. For instance, in

characters that have defined the Angry Birds

products around the series, thanks to its

December 2021, Angry Birds Bird Island

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launched in Roblox, allowing players to create their own bird avatars, explore Bird Island, and raise adorable Hatchlings with friends.

Rovio’s Future of Entertainment VP Ben Mattes pointed out that platforms such as Roblox have exploded in recent years due to the exciting collaborative experiences they offer to players. “This is great for Angry Birds fans, who can now interact with their favorite characters, and the world of Angry Birds, in a way never before possible,” he said. “We hope that fans have a blast exploring Angry Birds Bird Island together.”

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31

Rovio Entertainment Corporation The Birds also made an appearance in a bespoke animated form for a comical advertisement for GEICO insurance, and featured on some high-fashion garments when Rovio collaborated with lifestyle brand Billebeino on a new limited-edition Angry Birds capsule collection. “With Billebeino, we’ve found a partner that’s just as adventurous and fun as Angry Birds,” says Katri Chacona, Director of Licensing at Rovio.

“Each brand brings its own unique design approach and offbeat sense of humor into the mix, resulting in a stylish new line that truly stands out from the rest,” she adds.

In May 2021 Rovio teamed up once more with the Burger King® brand, this time bringing Angry Birds plush toys to King Jr. meals alongside an immersive new web based augmented reality (AR) experience.

Web AR has been the natural next step in the digital premium program which Rovio has offered to its partners since 2016. It offers fun experiences such as mini games and face filters which fans access through the Angry Birds products, providing extra value with their purchase.

More recently, in Jan 2022, the birds joined forces with Popeye and The SeaCleaners in a week-long themed tournament in Angry Birds Friends, which was designed to raise awareness for the health of our oceans.

This dedication to sustainability isn’t just limited to Angry Birds – on a corporate level, Rovio has made a three-year commitment to support UNICEF’s education program in Sierra Leone. As part of the collaboration, Rovio also continues the Staff for UNICEF program, in which Rovio employees can donate money to a select UNICEF program, with the business doubling that donation. Through these programs with UNICEF, Rovio hopes to continue its contribution in providing much needed education to those who really need it.

The continued popularity of the Angry Birds brand can also be seen in the consumer products (CP) and location-based

32

addressing the increasing platforms and

home two prestigious awards in 2021 from

segments where Angry Birds characters can

Licensing International Excellence Awards

be found.

and Transform Awards North America.

In the LBE sector, Rovio has been seeing a

Again with a golf theme, the first Angry

entertainment (LBE) segments. In the former,

lot of activity for the past few years, with its

Birds mini-golf attraction in the USA opened

Rovio is looking to bring back the classic

collaboration with Topgolf a great example

in 2019 at the New Jersey Meadowlands’

Angry Birds style from the beginning of

of the format. Visitors at Topgolf venue can

American Dream complex, with 18 holes of

2010 which salutes the very first fans with

use its industry-leading Toptracer ball-tracing

indoor golf that follow the plot of The Angry

iconic characters, sophisticated designs

technology, and replace the birds’ slingshot

Birds Movie 2. Earlier in the same year, Namco

and a feel of nostalgia. From the original

with golf clubs, enabling them to whack the

UK Ltd opened an Angry Birds Adventure

game characters to the ones known from

Angry Birds characters into towers teeming

Golf location in the UK with an impressive 36

the movies, Rovio is dedicated to producing

with green pigs, and have their shots traced

holes spread over two courses, offering an

world-class style guides that help to maintain

accurately onto an Angry Birds level. The one-

adventurous Angry Birds themed mini golf

brand integrity and recognition while

of-a-kind interactive experience also took

experience.

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Furthermore, given the original ‘bird flinging’ action of the Angry Birds game, it is no surprise

rides and attractions, including the world’s first

for exciting future partnerships including

indoor/outdoor karting track.

deals already signed in categories such as

to find that Brunswick Bowling’s Angry Birds

Having seen such success with its mobile

sports equipment, apparel, toys, collectibles,

themed Bowling Alley equipment is a popular

games, over five billion downloads so far, Rovio

confectionery and plush. Having captured the

choice with the interactive game available in

is in an ideal position to license the Angry

imagination and hearts of a dedicated band of

68 countries. Also a French based company,

Birds brand through IMG Licensing to reap the

gamers, and built on this success to attract new

NeoXperiences utilizes these familiar game

benefits of merchandising and add to its brand

fans and players, Rovio and Angry Birds look set

mechanics with its Angry Birds Smash iteration,

relevance and awareness. Continuing with this

to fly to even greater heights in the future. v

where players throw physical balls at a

strategy through 2022, the company is looking

www.rovio.com

projected screen to demolish the pigs’ fortresses.

Rovio has also teamed up with Sony Pictures Virtual Reality and Hologate, the location-based VR platform, on another Angry Birds VR experience. This is a first-person VR world, where the player has a giant slingshot to fight off the pig hordes!

Whilst all of these different use cases illustrate the variety of ways in which the Angry Birds brand has been successfully developed outside mobile gaming, perhaps the largest scale use of the Angry Birds’ brand is Angry Birds World – an entire entertainment park in Doha Festival City, Qatar. The 17,000 square meter park holds over 20 Angry Birds themed unique

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33

Forman Mills

Rooted in the

community

After withstanding the challenge of the pandemic, Forman Mills discusses the changing nature of its stores, the importance of capitalizing on new and upcoming trends, and its unique relationship with local communities

34

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W

hen Covid-19 hit the entire world in early 2020, the options for Forman Mills and so

many others were few and far between. For almost three months, the company’s stores, offices, and warehouses were all shut

differently, sanitizing shopping carts and introducing a mask policy.

“It was a ton of work, but we did what needed to be done,” Mike reflects. “With sites across multiple states, every location had its own unique set of challenges. We started discussing the kind of products we could stock to be classified as an essential retailer.

Drawing on our contacts in the vendor world, we managed to get half a truck load per store of cleaning supplies, hand sanitizer, spray cleaner, wipes, bleach, masks, and we were fortunate enough to open some of our stores a few weeks ahead of schedule.”

When the doors swung open for the first time, it was quite the occasion. “Our customers had gone months without a shopping experience,” Mike says. “Restaurants were off-limits, there were no ball games or movie theaters open. But as soon as we reopened, our customers came racing in.”

It was a special moment for Forman Mills, because of the company’s deep roots within the local community. “We go into neighborhoods where many retailers are fleeing, where consumers need us and we maintain a presence there,” Mike points out.

“That is what we did with our very first store, and it’s where all our stores are located: close to home, within walking distance for our customers, in the areas in which they live.

“On top of that, we provide employment,” Mike adds. “We have about 60 associates in each of our stores, each with families to support, pretty much all of whom had to be furloughed. They were relying on us to survive the pandemic and so having managed that is a huge relief.”

To engage with its staff and customers throughout the shutdown, Forman Mills drew on the resources of its established SMS program. “With stores closed, communication with our store managers and team members was essential to keep them up to speed with what was going on,” states Ryan Solleder, VP of Store Operations and Loss Prevention. “We tried to reassure our customers that we’d be back open as quickly as we could and that The company’s extensive selection of ladies apparel (Juniors, Missy and Plus)

we’d continue to fulfil our essential role within

down for the pandemic. It wasn’t until Black

“How did we do it?” asks Mike Kvitko,

Friday that the company once again saw the

President and CEO at Forman Mills. “We set

each of our neighbourhoods.”

entirety of its chain open and operational.

to work, identifying what we needed to do

for its efforts. When social unrest gripped

Despite the challenge, however, Forman

to keep our staff and customers safe. We put

the US in May 2020, Forman Mills emerged

Mills regrouped. Against the odds, it

protective measures in place: plexiglass and

relatively unscathed. “We’ve poured back

ended 2020 with one of its strongest ever

sanitizer at every register, new fitting room

into the communities that spend their hard-

financial years.

procedures, handling returned merchandise

earned dollars with us,” says Desiree Atkins,

The company has already seen the payback

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35

Forman Mills

Employees at a Back to School Community event

Director of Marketing at Forman Mills. “We provided essentials like cold weather gear and school supplies, and in return, we got a different kind of thank you; we got consumers that became our allies during some of the most difficult times.”

It wasn’t just customers that were rooting for Forman Mills, either. “Our vendors and landlords recognized that we were doing something good for our communities,” Mike indicates. “With that in mind, they collaborated with us to find creative solutions to some of the problems we faced coming out of the shut-down. Every vendor and landlord situation was unique, and what was important was to get inside each other’s heads, and to figure out how we could structure a win-win solution, together.”

With retail now bouncing back strongly, Forman Mills is focused on doing what it does best, providing its customers with quality fashion at discount prices. “Our customers are very fashion-savvy,” says Brian Lattman, Senior Vice President, General Merchandise and Manager. “It’s our job to help them look good, at a price they can afford. Our mission, is to make sure we have the latest trends and brands in our stores at the right prices for our customers.”

“Towards the end of June 2021, we did a tour of all our stores to thank our store teams for coming to work every day, and sticking with us throughout Covid-19,” Mike remarks. “When we walked into our store in Maple Heights, Ohio, we found what was probably the most impressive ladies’ department we’d come across. It looked phenomenal! All the fixtures were crisp, the trends were spot-on, and the outfits were perfectly merchandised together.”

When he asked who was responsible for the display, Mike was introduced This photo is from a Back to School community event called ‘Fades & Braids’ The drummers are the Sixers Stixers

36

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formerly 5-Star Apparel / Oved Apparel

O5Group.com

The O5 Apparel team congratulates Mike Kvitko and applauds his leadership during challenging times.

“I’ve known Mike for a few years now and have been impressed by his positive impact over at Forman Mills. It’s been impressive to see how the team has elevated the store experience under his leadership.”

– Ronnie Oved President, O5 Apparel RETAIL-MERCHANDISER.COM

xx

Forman Mills

A shot of an expanding Home Dept.

to a store associate named Annie. When he

we already have this stuff! So, I just put it on

to highlight all the great fashions. The lights

asked her how she was able to put the floor

the front fixtures, and it sells like crazy!”

are brighter, the floors are shiny, and it’s less

together so well, she had one answer, TikTok.

“When we walk on our selling floors today,

crowded, as we’re running with a third less

“She’d been introduced to it by her daughter,”

it feels so different,” Mike says. “Part of that

inventory per store than we were five years

he continues. “I go home each night and check

is because the product has changed, but

ago. Our customers have more space to shop,

TikTok, to see what people are talking about,

the experience has also changed. We’ve

and the product is showcased in a way that’s

and what the hot trends are. And I realized;

added hundreds of new four-way fixtures,

much more conducive to browsing.”

“The whole customer experience has been taken to another level,” Brian agrees. “It took a lot of strategy, discipline, and hard work from everyone on the team. Even now, it’s constantly evolving.”

It’s not just Forman Mills that is changing – the company is also enjoying newfound success amongst female consumers. “For a long time, we were very malefocused,” Brian concedes. “But actually, it’s women who are the ones buying for the home, doing the shopping for their kids, or even their boyfriend, or their husband.

By winning them over as a good place to shop for themselves, it’s really increased the traffic.

“To do that, we focused first and foremost on giving them

38

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what they want,” he explains. “In

Customers checking out at the register

the past, we often approached things with a ‘price, price, price’ mentality, without necessarily thinking about the fashion. One of our biggest transformations has been adding new brands and licenses and investing in the right business, and we’ve seen that validated by our sales.”

Forman Mills’ SMS program led to the roll out the company’s Forman Family Rewards Program.

“The concept is simple: text JOIN to 50886,” Desiree comments.

“Customers are asked a couple of questions so we can localize our messages, and market to them directly. Then shoppers are invited to join our loyalty program, where they can take advantage of our member-exclusive-incentives and promotions. New customers

“Our employees really are amazing, and

advancement are, and we try to show our

receive an immediate discount, and a loyalty

we want that to be heard,” Ryan confirms.

appreciation wherever we can.” v

card, which can be saved in their digital

“We know how valuable opportunities for

https://formanmills.com/

wallets.”

“This year, we are expanding that into a more traditional CRM program and building up our email base, so we can start to give people special gifts on their birthdays, or on anniversaries,” Mike says. “It’s a nice way to keep our customers engaged and wanting to come back.”

With new stores opening in 2022, the future for Forman Mills looks bright. “After the lull of the pandemic, we’re back on schedule to open three to five stores per year,” Mike reveals. “We’re opening three new locations in 2022, and we’re also improving other stores as part of our remodeling program – one of the silver linings of surviving the social unrest in 2020, is applying those same remodel innovations to additional locations.

“For our employees, the fact that we’re opening stores means there’ll be even more opportunities to grow and advance,” Mike concludes. “If you’re a dedicated assistant manager in a Forman Mills store, you know that soon enough there will be an opportunity for growth to be a store manager, or even to work in our corporate office. We’ve recently seen one of our managers join us in a training and development role. It’s great to see that progression, and to be able to channel that experience of what it’s like to be in-store day-to-day.”

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39

GraceKennedy Group

One hundred years

of history Celebrating its centenary in 2022, GraceKennedy Group has established itself as one of the largest and most dynamic financial and food corporate entities in the world

T

he post-war era was a

largest and most dynamic financial and

consumer products, ensuring access to the

tumultuous time for the US, with

food corporate entities, the company’s

Grace brand for consumers across more

a brief economic boom between

operations span multiple continents, with a

than 40 countries worldwide via national

1918 and mid-1921, followed by

presence in North and Central America, the

and regional subsidiaries. Finally, GK’s

an equally brief, sharp recession, in which

United Kingdom, and Africa. Manufacturing,

retail operations have been an element of

insolvencies tripled. For one New York-

distribution, and retail form the basis of

the business since 1984. Led by the Hi-Lo

based company, W.R. Grace and Company, it

GK’s food operations. The company has six

Food Stores supermarket chain, Jamaica’s

prompted the decision to divest its Jamaican

factories in Jamaica alone, where more than

second largest, the division brings GK into

branch, with the aim of relieving some of the

half of the food sold under the Grace brand

direct contact with customers island-wide,

pressure. But with this, came opportunity.

is manufactured, including the Grace Tropical

offering grocery and non-grocery items at

Recognizing the brand’s potential, John J.

Rhythms line, the Grace Food Processors

competitive prices – an ethos captured in

Grace and Fred William Kennedy stepped

(Canning), and the Grace Cock Soup range of

the Hi-Lo slogan: ‘Making Life Easier!’

in, founding Grace, Kennedy & Company

packaged soups. Other products include the

Limited on 14th February 1922.

Grace Instant Porridges, Grace Hams, and

company’s financial services capability

Grace Vienna Sausages.

adds another facet to this diverse and

Fast-forward to the present, and the GraceKennedy Group (GK) is celebrating

40

The company’s distribution division,

But GK is about far more than food. The

multi-talented outfit, comprising money

its landmark 100th year of operation. Now

GraceKennedy Goods, is the Caribbean’s

services (GKMS), banking and investment,

established as one of the Caribbean’s

leading distributor of food and non-food

and insurance. The first of these, the GKMS

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the company’s centenary year. The news,

Jamaican lineage the opportunity to work

of a once-in-a-lifetime share offer for the

among the management and staff at GK on a

more than 200 GK employees worldwide,

day-to-day basis.

was delivered by GK Group CEO Don Wehbly

Inevitably, 100 years of operation is

in a virtual screening to GK branches across

an important milestone, one on which

the globe. The offer, whilst underlining

GK can reflect and look back at what

GK’s continued profitability as one of the

has been a remarkable journey thus far.

top-performing stocks on the Jamaica Stock

Yet, it is also the beginning of a new

Exchange (JSE), draws attention first and

era. The GK100 campaign continued on

foremost to GK’s expansive team of loyal,

5th April, as the company sponsored

highly motivated individuals. In doing so, it

the 2022 ISSA/GraceKennedy Boys’ and

points to what has been GK’s longstanding

Girls’ Championships (Champs), hosted at

commitment to giving back: both to its

the National Stadium in Kingston. With

employees, and to its communities, in the

sponsorship for the Champs totaling over

form of the GraceKennedy Foundation.

J$88m, it represents the first of many

Established in 1982 to mark the

more investments from GK in the future

company’s 60th anniversary, and sparked

of Jamaica and its communities, and offers

by an initial grant of $500,000, the

firm evidence of the values of honesty,

GraceKennedy Foundation provides

integrity, and trust that are guiding GK in the

assistance in the form of financial grants to

realization of its mission: to deliver the taste

non-profit and charitable organizations and

and experience of Jamaican and other multi-

groups, scholarships, and public lectures.

cultural foods to the world, and to bring

The GraceKennedy Jamaican Birthright

leading financial services to its region. v

Programme, meanwhile, gives interns of

www.gracekennedy.com

network has over 300 locations across Jamaica and the Caribbean, stretching from the Turks and Caicos Islands in the northern West Indies, all the way down to Trinidad and Tobago, at the region’s southernmost tip. GK’s banking and investments services, meanwhile, provide Caribbean investors with a wide range of products and services.

Likewise, the company’s high-ranking insurance segment also boasts several segments throughout Jamaica and the Eastern Caribbean. In all, this broad remit points to the exceptional range of expertise that exists within GK, a strength that continues to drive the company’s success.

On 15 January 2022, GK announced the first instalment of its ‘GK100’ campaign, a package of celebrations designed to mark

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41

Groove Life

In the groove It’s been a stellar few years for Groove Life. The Tennessee-based brand has hit a chord with its adventure-inspired accessories, and is now targeting huge revenue growth in the years to come

T

he history of Groove Life,

his fascination with the Alaskan wilderness,

immediately set up a small shop in Soldotna,

ultimately, is the story of Founder

and it’s to Alaska, in turn, that Groove Life

with an initial skeleton crew. The Groove Life

and CEO, Peter Goodwin. It was

owes much of its existence. Peter moved

journey had well and truly begun.

the late 1960s that Peter’s mother

back to the state permanently as an adult, operating a small lodge with his wife, Katie.

took the difficult decision to sell their lodge,

the start of an era of rapid development for

It was she who gifted Peter with a silicone

leaving Alaska once again for Tennessee,

the so-called ‘Last Frontier’, following the

ring that he, despite no experience in

where they moved in with Katie’s parents.

discovery of oil on the North Slope’s Prudhoe

manufacturing or retail, believed he could

Ever since, Groove Life’s growth has continued

Bay. His family having settled in Kenai, just

improve upon, and which formed the basis

unabated. By 2018, Peter and Katie employed

south of Anchorage, Peter was born in the city

for Groove Life’s line of adventure-inspired

over 75 people – a figure that has increased

of Homer in October 1980. Nicknamed ‘the

products.

to more than 180 in 2022, many of whom

end of the road’, the family performed a U-turn

For Peter and Katie, Groove Life was

are stationed at the company’s 30,000-

a few years later, leaving behind their life in

initially intended as a side-hustle, helping

foot warehouse and fulfilment center. An

Alaska, and settling in Alabama.

to raise extra money to supplement the

impressive trajectory, with revenue growth

But Peter’s relationship with Alaska didn’t

42

As demand continued to soar, the company

moved to Alaska, a move that coincided with

lodge’s quieter winter months. Nevertheless,

totaling 1033 percent across the past three

end there, and he returned aged 12, staying

armed only with a design, the pair launched

years, Groove Life was rewarded with a place

with his uncle John, a pilot of cloth-covered

a 30-day campaign on Kickstarter.com. To

on the 2021 Inc. 5000, which celebrates the

airplanes. It’s to John that Peter owes much of

their astonishment, they raised $18,000, and

fastest-growing companies in the US.

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Now recognized across the US, Peter and Katie’s brand now counts its customers in the hundreds of thousands In 2022, Groove Life celebrates its fifth

94-year ‘No BS’ warranty. The terms? If

Following a whirlwind few years, the

anniversary. Having kicked things off with

your purchase is ripped, torn, or stretched,

future for Groove Life looks bright. Set to

its original Groove Ring, the company now

the Groove Life team will happily issue

build on its success yet further, the company

boasts an expanded selection of hundreds

a replacement. Even if a product is lost,

is targeting annual revenues of $100m

of designs across multiple collections. A

customers can still benefit, and won’t pay

within the next few years, capitalizing on

standout is the new Zeus collection, a

for anything except shipping. Best of all,

the growing momentum behind its top-of-

three-in-one ring sporting Grove Life’s

the same goes for any Groove Life product

the-range product. In doing so, Groove Life

trademarked Anti-Stretch technology, with

bought through the company’s thousands

will be bolstered by the determination of its

a durable outer band, patented inner nylon

of vendors across the US – testament not

employee base to bring yet more innovations

band, and a breathable inner band.

only to the company’s high manufacturing

to the company’s ever-widening community

standards, but also to its relentless

of fans. v

commitment to customer service.

www.groovelife.com

But Groove Life is no one-trick pony. An extended product range now includes the Groove Belt, featuring rare-earth neodymium magnets set in an A380 aluminum alloy, and the Groove Watch Band, launched in 2019, and described as ‘the world’s first breathable silicone watchbands created for active lifestyles’. The Groove Case, designed for Apple AirPods, rounds out the company’s offering. Constructed of premium high durometer TPU and polycarbonate, it – like all of Groove Life’s products – is designed to withstand whatever life throws at you.

Now recognized across the US, Peter and Katie’s brand now counts its customers in the hundreds of thousands. In realizing this goal, one crucial aspect in the company’s appeal is the partnerships it has forged with leading franchises, including the NFL, Tony Hawk, DC and Marvel. It is through these partnerships that Groove Life is able to deliver the very best in officially licensed Groove Rings and Groove Belts.

More recently, the company’s partnered with world-renowned artist, scientist, and conservationist Guy Harvey, reproducing his authentic artwork across their range of accessories.

Undoubtedly, there’s something for everyone at Groove Life. But whichever product you opt for, one concept underpins its entire range: quality. All the company’s products are covered by its impressive

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43

Park Garage Group

On-the-go

excellence Leading UK operator of petrol stations and forecourts, Park Garage Group, sees enduring success as it teams up with major retailers and suppliers

F 44

ounded in 1975, Park Garage

provide its customers with the best possible

Group (Park Garage) is a family

service. Park Garage Group is a major

Garage Group has grown and developed

Throughout its 46-year history, Park

run business driven by a desire to

player in the petrol station and forecourt

exponentially. Originally being founded by

provide great customer service,

industry, having rolled out its extended retail

Mr. and Mrs. Tandon, in Canning Town, East

and an unparalleled retail experience. The

experience, known as the Park and Shop

London, the company soon expanded its

company works with a number of the UK’s

program, in petrol stations all across the

footprint, moving to a freehold site near

leading retailers and suppliers, in order to

nation.

Croydon in 1996. That same year, under the

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outlets and service options, continued to ensure Park Garage Group’s success, as it won numerous awards, and became one of the UK’s top 50 independent retailers. Soon, the company established its renowned Park and Shop model, which turned the experience of stopping for rest and fuel into an opportunity for leisure and fun. By 2009, the model was so revered within the industry that a prominent member of Park Garage Group’s management team, Miles Harvey, was invited to speak at the Institute of Grocery Distribution on how to meet customer needs through Park and Shop.

Dedicated to continuous innovation, Park Garage Group went on to launch its commission operator model in 2012. This program was a success, and it was rolled out across all Park Garage Group sites by the start of 2014. From here, the group’s success was catalyzed by a high-profile partnership with Texaco, which allowed the company to introduce Park and Shop radio to 23 sites across England.

Making effective use of the industry’s most cutting-edge technology, Park Garage Group made a £1 million investment in WashTec, an advanced, total-vehicle washing system.

Since Park Garage Group’s investment in October 2016, WashTec has become one of the world’s leading suppliers in this category, offering innovative solutions for all aspects of car, van and motorcycle washing. Available on most Park Garage Group sites, the WashTec system combines jet washing with air, water and vacuum machinery to provide a comprehensive clean.

Encouraged by the success of its partnerships with WashTec and Texaco, Park Garage Group continued to pursue strong working relationships with other retailers throughout the 2010s. In 2017, the company signed an exclusive deal with Seattle’s Best Coffee and Aryzta Food Solutions, ensuring its locations could provide coffee and on-the-go food to travelers.

The following year, Park Garage Group was able to add eight sites to its petrol station and forecourt network. This impressive expansion encouraged Ginsters to partner watchful eye of Balraj and Sunil Tandon,

Group, and won it another Forecourt Trader

with the group on a range of delicious pastries

Park Garage Group became a PLC, and won a

Award, this time for the ‘Best Use of Retail

and sandwiches, and saw it nominated for a

Forecourt Trader Award for ‘Best Small Site’.

Technology’. Riding high off this wave of

Specialist Achievement Award by Forecourt

success, the people behind Park Garage Group

Trader.

Since then, the company has continued to grow. It opened its first off-license store in

decided to take on a new venture, opening up

April 2003, at Feltham. The site marked the

the Park Café and Park Valet later that year.

beginning of a new chapter for Park Garage

Diversifying the company, with new retail

Today, Park Garage Group is one of the Petrol Retailers Association’s longeststanding members, and an active member of

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45

Park Garage Group

sized snacks and innovative, good-for-you alternatives. Epicurium also supports Park Garage Group by providing insight into the latest snack trends, offering informed category advice to site managers across the UK. Two of the biggest names in Park Garage Group’s brand partnership portfolio are BP and Shell. These companies provide a comprehensive selection of fuels to suit the needs of all Park Garage Group customers, regardless of their vehicle needs. BP is the company’s primary supplier of graded fuel, including its new BP Ultimate range. The partnership also allows customers to use their nectar card at any Park Garage Group location.

Shell has been a reliable partner of Park Garage Group since its inception in 1975.

The company supplies Park Garage locations with V-Power, Nitro Plus and Fuel-Save fuel, communities all across the UK. It has achieved

46

The company has continued to grow over

alongside the opportunity for customers to

ISO 9001:2008 registered accreditation for

recent years thanks to a number of key

collect reward points using the Shell Drivers’

the operation of fuel and convenience store

partnerships. Amongst Park Garage Group’s

Club Card.

forecourts, and won the Grocer Gold Award for

partner brands is Epicurium, an on-trend

Best Independent Retailer.

health food provider, known for its bite-

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It is clear that Park Garage Group is an informed and strategic company, with a

keen insight into the process of making

As of today, Park Garage Group remains a

innovation and customer service, as it plans

effective and long-lasting brand partnerships.

proud family business, with three generations

to extend its retail offering, and make major

By providing its customers with a diverse

still active within the operation. The company

acquisitions in the coming year. v

range of retail and hospitality options, as

will no doubt continue its long legacy of

https://www.parkandshop.co.uk

well as industry-leading car cleaning and maintenance services, the group has not only secured its success, but supported travellers and commuters all across the UK. As a customer-centric organization, Park Garage Group responded effectively to the Covid-19 pandemic. Starting in March 2020, the company acted swiftly in order to protect its customers and adhere to government guidelines. Alongside the addition of Perspex counter guards, gloves and masks, Park Garage ensured more regular pump cleaning, regular radio announcements, and the introduction of social distancing at every Park and Shop location.

In addition to its practical manoeuvres, which ensured the physical safety of customers and staff alike, Park Garage Group committed to donating £30 per site to the

Supporting Park Garage Group With Forecourt Consumables Since 2012 EPOS & Back Office Supplies

Shop Supplies

Cleaning & Hygiene

Catering Supplies

General Forecourts

Car Wash Supplies

NHS for every week that the UK was in lockdown. Today the company’s total donation stands at an amazing £20,000, a generous and unparalleled contribution to the overall health of the UK. In light of Park Garage Group’s impressive philanthropic efforts, it comes as no surprise that its Group Director, Balraj Tandon, recently received an MBE from Prince Charles. This incredibly high honour recognizes Park Garage Group’s contribution to the NHS, and its involvement with communities across south London.

Business Supplies Specialists

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47

PIRCH

The home

of luxury

Founded in 2007 PIRCH has gone from strength-to-strength during Covid-19, and is now looking forward to the opening of its latest showroom, set to deliver the very best in luxury merchandising

W 48

hen Jim Stuart and

they knew that the experience wasn’t

experiential model traditionally associated

Jim Manney had to go

all that it could be. They believed they

with luxury kitchens and bathrooms,

through the process of

could do better – and in 2009, they did,

and bring it to appliances. The company

remodeling their homes,

founding PIRCH. Its aim was to take the

has pursued that mission ever since,

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entirely in 2021, as the shifting needs of its clientele brought about a heightened emphasis on the home. “The trend is particularly pronounced within the luxury market,” explains Steve Smith, President and CEO at PIRCH. “Typically, our customers probably spend less time in their homes than any other demographic. They travel more, they eat out, and so they have a beautiful home that isn’t particularly lived-in. Suddenly, when you’re forced to cook at home seven days a week, you immediately figure out what you don’t like, and you identify things you want to change.”

A second factor in the company’s recent success has been the existence of its industry-leading installation team, set up to assist with kitchen preparation and appliance specification. As an essential function, it allowed the business to continue operating throughout Covid-19, in order to provide customers with vital replacement services.

“Construction has many variables, and most companies will work to be accountable for as little as possible,” notes David Martinell, Director of Customer Care at PIRCH. “We think the opposite, because we know we can do it better. That’s why we have our own manufacturer-certified installers – fulltime, payroll employees of PIRCH. Many of our competitors use third-party installers.

We even go as far as to come out a week beforehand in the case that modifications are needed before the installation team arrives.

Likewise, after the sale, our customers will continue to receive the same diligent care and attention to detail from any interaction they have with a PIRCH employee.

“Choosing new appliances, plumbing fixtures, or embarking on a remodel can be a scary, overwhelming process,” he adds.

“Therefore, customer support is absolutely critical in every aspect to ensure aesthetic, functional, financial, and timeline goals are met for a project. Whether it’s a new refrigerator, or a complete home remodel, by making the correct decisions on product selection and type of installation, you can avoid costly modifications or unnecessarily extended construction timelines.”

It’s a philosophy that extends to the showroom, too. The principle behind its successfully rolling it out across a total of

Despite more than a decade of operation,

founding, the experiential model remains at

seven luxury showrooms, housing coveted

PIRCH has enjoyed particular growth since the

the core of PIRCH’s strategy to this day. “I am

brands in kitchen, bathroom, and outdoor

arrival of Covid-19, with 40 percent growth in

a believer in emotional merchandising,” Steve

design.

2020, followed by a doubling of its business

says. “In our showrooms, we display faucets,

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49

PIRCH

sinks, tubs, even grills in settings where

themselves in the experience here in the

focuses on understanding the lifestyle of

customers can envision them in their own

showroom so that when they leave they

each customer so that we can make the best

homes. We have chefs in our stores who will

feel they made the right decisions – both in

recommendations to suit their needs. We

cook using our products, we have working

product selection, and in choosing PIRCH.”

typically start the experience by asking, ‘How

shower heads, and we have people on hand

do you want to live?’ and then we help the

who can introduce you to the niche functions

PIRCH, is keen to emphasise, the key is to

of any given product, in every style you can

understand the customer’s perspective. “Our

imagine.”

goal is to help pair each customer with the

goes without saying that PIRCH’s business

products that will best support their needs,”

is built on a set of strong relationships with

Rolex, and Louis Vuitton,” agrees Breann

he remarks. “There are so many options

leading, internationally recognized brands.

Shumaker, Store Director at PIRCH’s Costa

available these days for almost everything

“Every manufacturer wants something

Mesa showroom. “For that reason, our

we have in our homes, that making the

different for their brand, and at PIRCH,

showroom has to be inspiring right from

right selection can be exhausting. Our team

what we deliver is unique,” Steve remarks.

“We share the same clients as Ferrari,

the very first impression. Our products are

customers navigate from there.”

To bring this luxury experience to life, it

showcased in well-designed, stylistically

Miele

trendy live displays. We can provide our

Miele believes in clean lines, timeless elegance and intuitive handling. Whatever the style of

clients with hands-on demonstrations using

your kitchen, Miele is the perfect match - delivering superior technology and excellent results, all

the products that they’re looking to put in

while ensuring effortless operation. This applies to the hygienic and gentle care of your laundry,

their home.

your flooring, and your dishware, as well as when conjuring up exquisite culinary delights. Miele

“Where else can you go and get a

stands for true craftsmanship – combining vision, precision and a great deal of attention to

complimentary top-shelf cappuccino with

detail. Each of its products are manufactured to the highest level and are subject to stringent

locally roasted espresso beans pulled on a

quality controls. The new Miele Generation 7000 series is once again setting new standards. It is

La Marzocco?” Breann asks. “Likewise, our culinary team prepares amazing food for our clients. We want customers to immerse

50

As Will Dillard, Chief Operating Officer at

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even going beyond that – it will rewrite the future. Explore Miele’s extensive product assortment at a Pirch showroom near you, with knowledgeable sales consultants to help plan your next home project.

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xx

PIRCH

“We display the product how they want it

Prosser, Director of Installation at PIRCH.

product fulfilment, delivery, and installation,

displayed, and we can sell it in the way they

“But just having a beautiful showroom

our execution is unmatched.”

want it to be sold. Our vendors feel very

isn’t enough. We have some of the most

comfortable that we’re a good partner, and

professional and knowledgeable sales staff

predicting strong performance throughout

they want to dedicate the resources, provide

in Southern California, and it starts with

2022. “The luxury bracket is different to

the displays, and supply us with products.”

them.”

the rest of the market,” Steve reflects. “We

Not to be forgotten, is the invaluable

52

“Our personalized tours are curated by

Confident in its capabilities, PIRCH is

believe we’re going to see people continue to

contribution of PIRCH’s staff. “When you walk

the most skilled and professional sales

invest more money in their homes than they

into the showroom, it’s gorgeous and has

associates in the industry, bar none,” Breann

might have done previously. We already have

everything under the sun for our customers

confirms. “In plan and design analysis,

a long pipeline of projects, and we’re seeing

to see and get their hands on,” says Jeremy

proposal generation, order processing,

demand accelerate yet further. To meet

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that, we’re opening two new showrooms

customers, which we believe will make

things that they don’t yet know they can do –

this year: one in Mission Viejo, to be finished

choosing PIRCH a no-brainer. Ultimately, we

whether it’s a steam oven that can help them

in April, and an expansion of our showroom

hope to become a juggernaut in the industry

bake faster, or a zip faucet that allows them

in Laguna Niguel’s Laguna Design Center

without question.”

to get boiling, sparking, and cold water out of

scheduled to be complete in June.”

“Before the end of the year, we’ll also be

For Steve, everything comes back to the customer. “There is an unmatched feeling of

the tap instantaneously.

“Some of these products are so impactful,

opening up two new distribution centers to

pride when you receive a note showing you

you can literally design a kitchen around

help us better serve our customers,” Jeremy

how much someone is enjoying their new

them,” he reflects. “It’s an industry with a

adds. “On the install side, we are building

appliances, or telling us how much we’ve

lot of moving parts, but get it right, and you

new programs to improve our relationships

changed their lives,” he reflects. “We’re in

become very difficult to compete with.” v

with builder partners and our residential

the business of showing a customer the

www.pirch.com

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53

Sam Ash

The sound

of success

To the challenge of Covid-19, Sam Ash responded with an overhaul of its website and shift to ecommerce, revolutionizing its customer experience

54

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lessed with a rich history, Sam

B

“We’ve come through stronger,” confirms

supply chain, but also because we found that

Ash opened its very first store

David Ash, CEO and General Counsel at Sam

people were changing the way they lived and

in Brooklyn, way back in 1924.

Ash, when asked about the pandemic. “That

worked. As a result, their needs and wants

However, like many across the

first year was painful, but our most recent

changed, too, and so did we.”

retail sector, the company was forced to bring

financial year ended on 31st August 2021,

During the pandemic, Sam Ash’s lines

down the shutters on all its stores during

and the results were very successful. Given

of USB microphones and audio equipment

the first half of 2020, following the arrival of

the circumstances, we had to re-examine

were outstanding performers. “Our products

Covid-19. Grappling with supply chain issues

how we operate our stores. We implemented

elevate the customer’s sound experience,”

ever-since, the company has nevertheless

significant changes across staffing and

David explains. “When you’re on a Zoom call

continued to make headway, and is now

operations to make ourselves more efficient.

using our microphones and other equipment,

emerging unscathed from a period that’s had

We also adapted our inventory, partly as a

the quality is perfect. We worked hard

both its challenges, and its rewards.

response to the challenge of managing our

throughout the pandemic, reaching out

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55

Sam Ash

to convey the value of these products to

we opened or closed the stores, and with the

platform,” he admits. “We were operating buy

potential customers. In all, they did very well.

benefits that we could offer to our employees.

online, pick up in-store, among other policies,

It certainly made for interesting times.”

but we nevertheless quickly realized that we

“We also adapted how we worked,” he adds.

“When we’re in the office, we sit at our desks,

A cornerstone of Sam Ash’s pandemic

and we work at our desks. But because of the

experience has been the overhaul of its

needed to re-platform.”

pandemic, we found ourselves communicating

ecommerce activities, something which David

did just that: switching its entire website

more closely, with regular conferences over

expects to remain a key value proposition

and ecommerce system onto Magneto 2,

Zoom or Teams to work through key issues

in the years to come. “When we entered

otherwise known as Adobe Commerce.

around managing the business. It became a

the pandemic, we were using a legacy IBM

“It was a significant move, involving a

At the beginning of 2020, the company

great way to interact more often, and it’s the main avenue through which we were able

Janni and Associates, Inc

to engage with our personnel, follow and

Janni and Associates, Inc. has partnered with Sam Ash Music Corp for over 20 years. Its

manage our budgets, and understand and

hands-on approach to service has enabled the company to provide Sam Ash employees with

deal with the supply chain.”

a comprehensive cost-effective benefits package. As the cost of benefits continues to rise,

Securing this communication strategy was not only important for the company’s internal staff and management teams. “It was an essential component for everyone we interacted with, including our landlords, our

56

it is imperative to have a benefits program that attracts and retains employees, and Janni and Associates, Inc.’s long-standing carrier relationships and extensive knowledge of the insurance market place permits it to put together an innovative program that meets each client’s specific needs.

suppliers and our distributors,” David notes.

Empire Blue

“In each case, we had to make sure they were

Serving New Yorkers for more than 85 years, Empire BlueCross BlueShield (Empire) is on

aware of what we were doing, and what

a mission to materially and measurably improve the health of New Yorkers. Empire is the

our plans were going forward. At the same

largest health insurer in New York, supporting more than four million members and more

time, we had to be alive to the changes in

than 38,000 business, union and small employers in the city. The company believes it

the regulations across our various locations,

can help solve the toughest challenges through simplifying healthcare with high-quality

responding appropriately in terms of whether

solutions across medical, pharmacy, dental, vision, and behavioral health capabilities.

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57

Sam Ash

complete re-examination and redesign of our site, navigation, payment methods, and the integration of our online and in-store business,” David notes. “Now, anyone visiting one of our stores can go on the website to access any inventory information they need from right across our chain, and ship the products they want either from our distribution centers, or from any store that has stock, with all the required payment methods at their fingertips.

“It’s a great change to the way we do things,” he goes on. “We’ve seen revenues through our website grow by leaps and bounds, both through buy online, pick up instore, and thanks to our in-store adoption of the website. One of the reasons we decided to move to Magento 2 specifically was that it was highly adaptable, and even though we only launched our new ecommerce service in June 2021, we’re already bringing in an upgrade. With our old platform, that simply wouldn’t have been possible. To do so would have amounted to a major project in terms of cost, equivalent to almost its entire initial implementation.”

Armed with its new software, Sam Ash is keen to deliver yet more innovations to its customers in the near future. “We have the advantage of being able to plug in a lot of

58

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Now that everyone’s back at their desks, it’s a lot easier to plan our strategy, and we’re looking forward to expanding new features over time,” David insists. “We’re about to conduct a new round of research exploring some of the different financing methods available for our customers. We’ll be looking to simplify the payment methods we already support, and to develop better and more innovative ways to make our products accessible and affordable for our customers.”

Backing up this improved service offering, the company has made key investments into its facilities. “Originally, we had all of our distribution centers in Tampa, Florida,” David says. “Now, we’ve expanded that to four strategic locations situated around the country, so we can deliver in-stock merchandise directly to our customers and our stores with a very sharp turnaround. We have one center based in Las Vegas, another in Indianapolis, and a third in New York, on top of our pre-existing site in Tampa. It’s a vital step in our efforts to continually drive higher standards of service.”

As the disruption abates, Sam Ash is prepping for an exciting year ahead. “There’s a number of investments that we’re looking to make,” David reveals. “We’ve been experimenting with our store design, with some promising developments. Beyond that, we’re generally quite positive about our prospects in 2022. We’re anticipating that as people return to their pre-pandemic routines, and the supply chain issues subside, the market will continue its recovery. With that, will come a sustained improvement in business.

“Now that everyone’s back at their desks, it’s a lot easier to plan our strategy, and we’re looking forward to expanding,” David concludes. “Regardless, we’ll continue to apply many of the lessons that we’ve learned over the last few years.” v

www.samash.com

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59

King’s Hawaiian

The irresistible

experience

B

uilding on its long legacy of success, 2021 brought about some exciting new additions to the King’s Hawaiian family. In

January, the company’s parent, Irresistible

There’s a great deal of excitement at King’s Hawaiian, and for good reason: the company is backing up the success of its ‘Say Aloha to Flavortown’ campaign with yet another groundbreaking omni-channel adventure

Foods Group (IFG), announced two acquisitions, beginning with Boston-based premium refrigerated pickles brand Grillo’s Pickles, and followed shortly after by Shaka Tea, a Hawaiian tea producer championing sustainable agriculture and support for local farmers. That done, IFG took the bold decision to increase the scope of its entire sales division under a broader umbrella: IFG Sales. Its aim was to apply the competencies and capabilities within King’s Hawaiian across the complete IFG range.

For Patrick Meehan, newly appointed President of IFG Sales, the move is a winwin. “There’s a few different areas where we’ve been able to immediately create value for our brands,” he says. “We can

60

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Raouf Moussa, Vice President of Sales and Omnichannel Marketing

Patrick Meehan, President of IFG Sales

utilize data analytics to unlock new ways of

According to Raouf Moussa, Vice President

categories,” Raouf tells us. “The results were

looking at their businesses, and leverage

of Sales and Omnichannel Marketing,

tough to take: they showed that 85 percent

our strong network of partners throughout

King’s Hawaiian, the excitement is as much

of consumers walk straight to the bread

the US to make sure they’re represented

about the brands themselves, as it is the

aisle for all their grilling bread needs. Well,

nationwide. Part of the struggle for smaller

synergies that exist between them. “Consider

guess what? We’re not in the bread aisle

brands is just to get in front of a buyer.

a campaign idea for summer grilling,” he

predominantly—we’re at the perimeter, and

But when you bring in a brand like King’s

suggests. “King’s Hawaiian has the irresistible

we like being at the perimeter. On a 48-foot

Hawaiian, with the knowledge and the

bread, Grillo’s has the freshest pickle. It’s far

wall of bread products, it’s very hard to stand

relationships that we’ve built up over the

easier to put together a cohesive program

out, and price is a major deciding factor. In

years, it gives a brand like Grillo’s or Shaka

that speaks to the shopper. In the same way:

the perimeter, however, you’re competing

Tea the opportunity to tap into our existing

‘While you’re grilling, why not have a nice

on different attributes. Taste plays a much

strengths, scale distribution quickly, and

refreshing Shaka Tea?’ We’re building a stable

greater role in the decision-making process—

capitalize upon our best-in-class sales

of core brands that can work beautifully

that’s why we named our company ‘Irresistible

capabilities.

together.”

Foods Group’. But at the same time, it was

“At the same time, our retailers love

With more than 70 years of experience

up to us to interrupt the customer’s path-to-

that we’re investing in new brands,” he

spreading the ‘Aloha spirit’ across the US,

continues. “The one thing that all our

King’s Hawaiian is well aware that success

acquisitions have in common is a product

within the industry depends on one thing

hunts—these were just two of the ways by

that consumers find irresistible. These are

above all others: the consumer. Back in 2016,

which King’s Hawaiian sought to engage

brands that are changing the game in their

the company launched its ‘retail prominence’

its customers. It was a successful strategy,

space. Grillo’s, for example, is experiencing

strategy. The emphasis was on bold and

right up until 2020. “Then, when Covid-19

tremendous double-digit growth in the US,

beautiful store displays, designed to capture

hit, everything changed,” Raouf goes on.

with a super-clean ingredient panel. They’re

the attention of shoppers across the country.

“More shoppers than ever before started

bringing fresh ideas to a category that had previously lacked innovation.”

“We conducted a study to understand how people shopped for our product

purchase.”

Branded School buses, in-store scavenger

shopping online or using various pick and collect services. While retail prominence

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61

King’s Hawaiian

was fantastic, if less people are walking into

The company’s efforts culminated with the

the store and running into our displays, we

launch, in 2021, of its ‘Say Aloha to Flavortown’

wouldn’t be able to stay on a high growth

campaign. Predictably, omni-channel

trajectory. We knew we needed to think

prominence was at its heart. “We wanted to do

‘Path to Purchase Institute Award’ for its

differently, and move fast.”

something big, disrupting the industry with a

campaign, but that wasn’t the only success.

360 campaign, so that whether you’re on your

“We had the biggest summer ever,” Raouf

in the space, the company pivoted to a new,

phone, watching an advert, or walking into a

confirms. “Sales were up double digits,

revised strategy: ‘omni-channel prominence’.

store, it’s all tied together in a single message,”

driven by several factors: our in-store display

“We recognized that we had to invest in

Raouf states. “So, we came up an augmented

execution was almost double versus the prior

the digital-omni space, and invest in it

reality experience unlike any other.

year, our omnichannel team amplified the

After quickly building a team of experts

quickly,” Raouf confirms. “While still focusing

62

“A shopper would simply scan a QR code,

the ultimate prize was a once in a lifetime culinary excursion in Hawaii.”

King’s Hawaiian was proud to receive a

campaign at the customer level using various

on our in-store displays prominence, we

and they’d be transported into an augmented

digital mediums, while our marketing team

also wanted to win the ‘screen channel’ by

reality island experience that features the

helped us gain national awareness for the

ensuring our brand would always rise to the

one and only Guy Fieri, a well-known celebrity

program by using the in-store display in our

top. For example, if you were looking for

chef and TV star,” Raouf explains. “There,

TV advertisement, urging shoppers to find

‘grilling items’, you’d see our King’s Hawaiian

shoppers could get recipes, play virtual games,

them at their local grocers for a chance to win

hamburger and hot dog buns at the top of

and engage with the brand, while also being

great prizes.

the search page. As our shoppers quickly

able to share everything with their friends on

shifted how they shopped, we shifted how

social media. On top of all that, shoppers were

bread and rolls, do we really need all this?’”

we served them.”

encouraged to enter a sweepstakes, for which

Raouf jokes. “But it’s because we want to

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“From the outside, you think: ‘We’re selling

be at the forefront. When the retailer is thinking, ‘I have a big campaign, who’s my best partner?’, we want that to be an easy solution: call King’s Hawaiian.”

In addition to revamping the successful elements of its augmented reality experience this coming summer, King’s Hawaiian has launched ‘Slider Sunday’, another major omnichannel campaign. “We wanted a concept that could play any time of the year, ritualizing the idea that King’s Hawaiian isn’t just for Thanksgiving, Christmas and Easter, it’s for any occasion where we’re bringing people together,” Raouf indicates. “Obviously, we know the success of ‘Taco Tuesday’, so we wanted to build upon that concept. Our brand is already known for great sliders, so why not cement that during on a day when many families and friends gather to share great times together, maybe while watching their favorite football team play. We want people to think: ‘Sundays are for Sliders. And the best Sliders are on King’s Hawaiian bread.’”

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King’s Hawaiian To do so, the company is returning to its favorite celebrity chef. “Guy Fieri will introduce the concept of Slider Sundays, along with a prize of $1m, to be given away during the culmination of the football season,” Raouf reveals. “Omnichannel’s going to be a big element—we want people to show us how they do their Slider Sundays, and we’ll get influencers on board to help spread the word. We’re also launching a Slider Sunday Showdown sweepstakes in April, where you’ll pick your favorite slider in a fun bracket-style tournament. Everyone who enters will win something, whether it’s a coupon, branded swag, or a grand prize family getaway. It’s about engaging consumers with different elements and talking to them every week with new recipes and ideas.”

For Patrick and Raouf, the hope is that Slider Sunday can be the start of something special. “We don’t want this to be a oneand-done campaign,” Raouf insists. “Taco Tuesday was not built in a day; we have to

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stay the course, and keep it relevant through 2023, 2024, and beyond. To do that, we plan to leverage the restaurant space, where a lot of these ideas start. We’re working hard to find the right partner for us to bring it to life, so together we can introduce this cool new ritual for our consumers.

“None of this happens without the right people on your team,” Patrick concludes.

“We’re going to continue to invest in IFG Sales, and in bringing our brands to more occasions. We’ve done a lot of work with numerous partners and institutions. One example is our state-of-the-art internship program with the University of Kansas where we are sourcing tremendous sales talent. That will help to drive IFG Sales, allowing us to keep innovating, and to push beyond what we’ve done before. We’re committed to creating that irresistible experience.” v

www.kingshawaiian.com Products: Hawaiian food and bakery

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65

Character World

A world without

borders Following from the appointment of James Walker as its CEO, leading bedding and home textiles supplier Character World has set its sights on ambitious growth through key strategic pillars over the next five years

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F

ounded by the Schweiger family, Character World has been a supplier of quality home textile products since 1998. Character

World is a world class licensee, working with some of the world’s best-loved character, gaming, music and entertainment companies to deliver licensed homeware products. Having received backing from Palatine Private Equity in 2014, the firm has steadily grown, and established a strong footprint in leading retailers across Europe.

James Walker was appointed as CEO in January 2022, bringing over 20 years of experience in the licensing and retail industry, working at the Walt Disney Company as Director of Home, before moving to Hasbro as Senior Vice President Global Consumer Products. James took Hasbro’s consumer products business to a multi-billion turnover, with 22 offices around the world, before joining McArthur Glenn, leading the development of the company’s retail brands and operations, more recently. Having collaborated with James previously, Danny and Mark Schweiger sought James’ unique industry expertise which is a natural fit to accelerate the business.

The key areas of focus include developing and delivering against a robust product, channel and territory strategy. “Looking back at the history of Character World, it has developed from a predominantly UK-based business to a European-wide operation, with one of our key pillars being the growth in territories,” James remarks.

“Like the whole world, Character World was hit by Covid-19, which presented some real challenges. But, actually, the company was able to adapt and able to achieve growth by pivoting and leaning into the way that consumers were buying at the time.”

Ecommerce thrived during the pandemic, with an accelerated growth in the market as a whole. Ecommerce offers an endless aisle and unrestricted shelf space and James sees a significant opportunity. “If you have the right tools to capitalize on it, then ecommerce is essentially a borderless world in which geography disappears, and the opportunities are many,” he explains. “There is a real opportunity to look at the broader categories and offerings within our product areas, and to deliver a better proposition for all our key partners as well as consumers.”

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Character World As well as bringing James on-board, Danny and Mark Schweiger have been investing in additional talent, and there is a wealth of industry experience and skills within the

The company has done a great job of looking at its sustainability policy, its manufacturing base, how we work as a team, and how we look after our people

leadership team and across the divisions at Character World as a whole. James maintains: “For me, that’s priceless for a company, and provides us with a brilliant foundation. The team have done an amazing job of working virtually for over two years due to Covid-19, and have shown all the trust in each other required to ride on through the uncertainty.

We’ve now resumed flexible office working, and we’re seeing a real appetite and ambition to push forward into a period of more optimistic growth and opportunity, which in turn creates a great vibe and buzz, and an even stronger desire to grow.”

Turning to that future, the company is already planning some exciting developments.

“We’re lucky to have great partners and brands, so it’s really about doing even more with them, and doing it better,” James reflects.

“To achieve that requires a balance between product strategy, channel strategy, and geography whilst upholding our CSR.” Prior to James’ arrival, the business worked on a number of new categories and product areas, with successes and learnings. “As a result, we know what works, we’ve optimized those offerings, and we’re now expanding them across our brands and retailers.” One such example of this is Character World’s Rest Easy Sleep Better product range developed and launched as a whole new category. James goes on to say: “Having now been in the market for over two years, Rest Easy Sleep Better features frequently in consumer press and has a strong online presence which we will continue to grow.” Character World has already begun to expand the range with new products and is currently developing further innovations for AW22 and beyond.

As well as the ecommerce offering, Character World is also focused on expanding and developing its existing retailer partnerships. “Our channel strategy is simple, we want to ensure that we’re offering something for all consumers, making products accessible. Our plan is to closely analyse the retail landscape and work with our current partners to develop our depth of range and optimize our listings. With those retailers with whom we’re not optimising opportunities, we will explore how we might collaborate on a product offering suited to their consumers’

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Character World

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needs,” James adds. “There’s a shifting

CSR,” James tells us. “The company has done

landscape, but retail is continuing to optimize

a great job of looking at its sustainability

made great progress in its optimisation of Omni-

ecommerce and utilize different areas of

policy, its manufacturing base, how we work

channel selling, though looking at the marketing,

product innovation.” On the geographical front,

as a team, and how we look after our people.

photography, video content and the technical

mainland Europe is Character World’s biggest

Therefore, CSR is already something that is

aspects such as SEO and Metatags. James

growth area currently with plans for 2022 to

at the heart and soul of the business, and it’s

says: “There’s lots of fresh players entering the

be a record year in the history of the business.

increasingly being demanded by our retailers

market, on top of the established entities such

Not to be overlooked, is Character World’s

and consumers. We want to keep leading the

as Amazon, and to succeed with those requires

commitment to responsible practice. “The

way as an organization, and to preserve our

different skill-sets, and we need to make sure we

final pillar, underlining all of our activities, is

point of difference.”

have all the capabilities we require.”

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Over the last few years Character World has

It’s hard to avoid the feeling that it’s a matter of ‘when’, not ‘if’, this success can be achieved. “Our consumers want trends quicker than ever before, and our speed to market is absolutely key,” James concludes.

“Hopefully, looking at Character World in a year’s time, you’ll see a business that has continued to grow, offering more to the consumer in the way of product breadth and depth, and which remains at the forefront of innovation.” v

www.characterworld.com Products: Licensed bedding and textiles supplier

Danny Schweiger, James Walker and Mark Schweiger

John K Philips Group John K Philips Group have supplied Character World with a UK-wide transport solution for a number of years. With an extensive fleet of 70 vehicles and trailers, our complete transport portfolio, including dangerous goods, ranges from parcels to full loads. We also offer full warehousing services including pick/pack, bonded storage, retail returns, and asset management from our two sites covering 200,000-squarefeet. With a commitment to excellence, integrated IT systems and an experienced team, our customers can rely on us to provide a full logistics package to support your business.

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truenorth

The best

stop shop

Behind the truenorth name is a family legacy built upon providing a quality customer experience, while being backed by an exemplary and passionate team

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truenorth

B

orn from a joint venture between

where we might secure property around

we want to provide that for our customers.

Shell Oil Company and the

the plot, and we will completely tear down

In addition to that, our coolers are always

Lyden family, truenorth has

that facility and build a brand new one. It

well-stocked with a wide breadth of

been in business since 1999.

was only a few years ago when we started

products,” he adds. He also notes that, on

Now onto its fourth generation, Bailey

to examine our position in the market, and

the warmer side of things, truenorth has

Lyden, the current VP of Retail, shares

we wanted to make sure our stores were all

partnered with Royal Cup and invested in

with this magazine the strengths that the

42,000-square-feet or over, with 15 cooler

a premium roaster to offer coffee-lovers a

company has refined in order to continue

doors, and a beer cave. The reason for this

delicious brew.

its impressive growth trajectory. “Out of

is that we’ve realized that US convenience

the nine joint ventures Shell has, truenorth

stores are destinations for beer, so of course

is the largest. We operate in Ohio, Illinois, Michigan, and Wisconsin, and these expansions were created as a result of the many great opportunities teaming up with Shell has provided for us,” he begins.

Over the last ten years in particular, the company has worked exceptionally hard to improve its customer experience with revamps, product upgrades and unrivaled service. This approach has been bolstered

International Cash Systems “International Cash Systems (ICS) began providing full-service ATM’s for truenorth over 20 years ago. We were given a single location in 2000, which lead to the entire Dayton, Ohio market. ICS then grew into servicing the Toledo, Ohio market a few years later. In 2009, we were awarded the entire portfolio of company-owned truenorth locations, which now includes Illinois, Michigan and most recently Wisconsin. For the past 13 years, we have provided truenorth with a full turnkey, industry compliant, ATM placement program, including vault cash for all corporate stores.

The Lyden family is fantastic to work with. I have always been treated with integrity and

by recent changes to new stores. “We have

upmost respect. We pride ourselves on the service that we provide, and feel as though

outstanding facilities, well-lit stores, and

we are truly part of the truenorth team. We look forward to continued growth with this

a brilliant team. When it comes to taking

incredible company,” says Mark T. Newman.

on a new store, we do a ‘scrap and rebuild’

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Complementing this strategy, the business has placed a significant emphasis

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International Cash Systems ATM Solutions Since 1999

truenorth

If we are not looking at details such as customer service, the store’s aesthetic, its smell and feel, then we are going to fall behind.

So, we want the next couple of years to be a push for investments in making our customer’s experience a fantastic one, and I think that this is going to be a lot of fun for us. It keeps you busy, but I’ll tell you what, we really enjoy it

on its company culture. Consequently, this

With a focus on customer service,

led to the introduction of an HR department

cleanliness, and high-end facilities,

for further support. “The last couple of

truenorth is choosing to lead the market in

C

years have really accelerated the way we

areas that are commonly taken for granted

M

approach the people within our business. In

across the convenience store sector. “Our

Y

fact, our top initiative this year is ‘winning

slogan is ‘fast, friendly and clean’, and we

with people’. Many retailers are realizing

have spent hundreds of millions of dollars

that wages and compensation are only

of capital to make sure that this strikes true

small pieces of the puzzle. People want

across all our stores. Convenience stores

to come to a working environment where

that are not doing some of those key things

they feel part of a team, where they are

well, and choose to focus on food service,

appreciated, and that they have flexibility

while continuing to run dirty stores, poor

and receive good benefits, so we are

customer service, and don’t have good

looking into making all of that happen for

training models for employees, they really

our team.

are a recipe for disaster,” he emphasizes.

“We have really invested heavily in

CM

MY

CY

CMY

K

In 2019, the business introduced a

developing an HR department, and have

prototype contemporary store to host a chic

added quality leaders to our corporate

and modern interior as a demonstration

level who can help with recruitment, and

of its determination to pioneer the

contribute to influencing the training in

convenience store industry. “For brick

order to give our stores the tools necessary

and mortar retail, we have to stay ahead

to make good hiring decisions. I believe that

of trends. We look at a lot of different

is truly where the journey to continuing our

channels of business and materials

success begins,” he shares.

currently being utilized.

American Trademark Construction Services Established in 1995, ATCS is a full-service construction firm offering general contracting and construction management services. ATCS is proud to partner with truenorth Energy in constructing quality-built stores serving your local community. truenorth has a team of professionals who take the convenience store shopping experience to the highest level.

ATCS and truenorth have ‘built’ a successful partnership because we operate with the same customer focused culture and developed a reputation for quality and reliability. Whether a new build or a remodel, ATCS always looks forward to the next construction project with truenorth.

A

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2

QUALITY. SAFETY. RELIABILITY.

IT IS OUR GOAL TO PROVIDE YOU WITH A General Contractors / Construction Managers

QUALITY PROJECT THAT WILL BECOME THE TRADEMARK BY WHICH YOU WILL IDENTIFY OUR COMPANY

C

M

Y

CM

MY

CY

CMY

K

ADDRESS

PHONE

FAX

WEBSITE

200 Lau Parkway, Englewood, Ohio 45315

937.832.8885

937.832.8886

www.atcs-inc.com

truenorth

This level of refinement is what has been driving the business’ growth, and, in 2021, even led to the opening of five new stores through opportunistic acquisitions. “When you acquire a network of stores, some might be newer, others might be between 30 and 40 years old. So, we have to be disciplined on how we approach our capital acquisitions. We come in with our brand, we rebuild the facility, and we see some solid uplifts in fuel, and this has been so inspiring for us,” Bailey informs us.

The combination of these developments, according to Bailey, is what will help catapult the business into an even stronger future, with plans to further improve its deal offers, car wash facilities, and overall, “We were beginning to feel like the

78

aesthetically pleasing. To complement this,

become a better retailer. “We have been

stores needed a fresh renovation, so we

the flooring around our hot service area is

trying to pivot where there are still good

introduced earth tones inside such as

a wood herringbone flooring to separate

savings on fuel and product combinations.

wood paneling, and focused heavily on the

it from the rest of the store. It’s warmer, it

For example, selling any sized coffee for a

lighting used to help our products on our

feels more residential, just as our restrooms,

dollar with your Shell fuel rewards card, or

shelves to stand out. We use black shelving

and it really comes out stunningly. I feel that

receiving a special drink offer. So, we want

to make the product more visible. Above

our retail has improved incredibly as a result,

to start developing a more robust loyalty

that, we really focused on our food service,

and is much more efficient,” he explains,

program through technology and marketing,

and our hot and cold dispensed beverage

adding that since these changes have been

and from the conversations I’ve had, our

area, as I mentioned, making sure we

implemented, the company has received

vendor partners are excited for that.

have the latest equipment, including the

fantastic and encouraging feedback from

best coffee brewers to make them more

its customers.

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“We would also like to focus on improving our car wash services, as that is a growing

trend in this sector. We have around 25-to30 existing wash stops in Ohio, Michigan, Illinois, and Iowa. Having said that, we are so careful to pick the right spot for those locations, and it is also important to keep in mind that we are not a huge company, and these acquisitions take a lot of time and energy. So, we are looking to slow down the acquisition part of the business and focus on simply being a better retailer,” he says.

It is evident from Bailey’s experience that he is determined to keep the truenorth name a leader in the convenience store business. “If we are not looking at details such as customer service, the store’s aesthetic, its smell and feel, then we are going to fall behind. So, we want the next couple of years to be a push for investments in making our customer’s experience a fantastic one, and I think that this is going to be a lot of fun for us. It keeps you busy, but I’ll tell you what, we really enjoy it,” he shares.

Bringing the discussion around to a more present moment, Bailey expresses

excellent customer service, we want to

truenorth continues to be memorable and

remain dedicated to finding unique selling

enjoyable one,” Bailey concludes. v

points for our stores, ensuring that a visit to

www.truenorthstores.com

how the journey to continued success will kick off with 2022; with his main source of motivation being the engaged and dedicated team at truenorth. “This year it is really back to basics for us, because, in addition to improving the overall customer experience, we also want to focus on being a better employer as well, and being the sort of place where people look forward to coming to work. I have learnt a lot from helping out within the HR department. The truth is that we have so many wonderful people working with us, and they are really my main motivator to come to work. I am very aware that many of them depend on us, and that is why we are determined to offer them great benefits, and expand those to make sure they have the right resources they need to lead a great life,” he shares.

In conclusion, our conversation with Bailey demonstrates a family that is passionate about its business. He acknowledges how honored his family is to be able to continue the Lyden legacy in the convenience store sector, but he is also incredibly grateful for the efforts of previous generations, and the work they have invested into building the business into what it is today. He only hopes that the current generation will continue to make the family proud. “Alongside the

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Little Short Stop Stores

Caring for a

community 80

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With its dedicated customer service and affordability, Little Short Stop Stores is considered a corner shop necessity in the Kitchener, Ontario region

W

hat began as a billiards hall has now blossomed into one of Ontario’s most popular convenient store

chains. Little Short Stop Stores (Little Short Stop), now in its third generation, owns 30 stores in a geographic radius of only 50 square kilometers, as we learn from Gerry Bes, the family business’s General Manager.

“We have a really strong loyalty in this area, and that stems back to our roots where the owners were always incredibly involved in their community. Throughout our tenure, we’ve sponsored minor league baseball and soccer teams for example, because our main goal is to commit to community, and grow alongside the areas in which our stores are based,” Gerry says.

So great was its support for the community that Gerry shares when he stepped into the position of General Manager, it was in the wake of his predecessor retiring to take care of his brother who had been diagnosed with multiple sclerosis. Since then, Little Short Stop Stores has been raising both funds and awareness for the disease. As a result, the business has raised over $175,000 for the charity through Rounding Up Change, and additionally, takes part in an annual walk in May in which some 50 to 80 members of staff participate. “We are extremely proud of the aforementioned efforts and activities, which we believe highlights what a retailer can do when it puts its mind to it,” Gerry enthuses. “As a matter of fact, we have since seen a number of organizations following our lead, which is just as rewarding.”

Alongside its pride for Ontario, Gerry notes that a particular uniqueness to the Little Short Stop Store’s brand is that it chooses to own its locations. “Fortunately for us, this is one of the fastest growing communities in Canada, and as it has expanded, we have grown with it. If local folks haven’t travelled far, they all believe it is a Canadian chain, because there are so many.”

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Little Short Stop Stores Driven by a dedicated team passionate about friendly and quality service, Little Short Stop offers a welcoming atmosphere for customers, both local and visiting. “When you come in, you are always greeted by our staff.

They get to know the regulars, they get to know their family, their pets, what is going on in their lives, and there is that real community feel. It has been such a strong force across the stores that now most of our customers are greeted by name, and it has been that way, long before I started with the company. It is an extremely unique trait in the retail industry,” Gerry expresses.

It comes as no surprise that Gerry shares with us how this personal touch is also reflected closely within the company’s culture. “To give you an example, Jamie, the owner, whenever it is a team member’s birthday, he goes out to the store and gives them a birthday card, and wishes them a happy birthday, and it’s that comradery that runs through every position.

“Another specialty for the company is we are all willing to do each other’s jobs. In our head office, there are only eight people so we all know each other so well, and because of that, we naturally come to know everyone’s respective jobs. This creates an environment that enables us to help each other out.

We carry this mentality across the entire company, and for circumstances like the pandemic, you can imagine how being able to manage that became crucial when employees either had to isolate, or were ill, and we needed to help each other out, and ensure we stayed open to serve our customers,” Gerry expresses.

Owing to the fact that Little Short Stop is a local company, it works diligently to find local companies that are trying to sell their products, and become a popular business.

“Horse and Buggy, for example, is a local nuts manufacturer, and we are really trying to get their brand out there. So, we basically gave them an opportunity to sell in our stores, and then we advertised on local radio to help support them. We try to seek out local companies that are trying to get their foot in the door, whether its other retailers or our own, and we want to make sure they succeed.”

With a balanced synergy between excellent customer service that keeps its doors open and dependable suppliers, Little Short Stop is also inspired to keep its stores up-to-date

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Armagh POS Solutions We at Armagh POS Solutions have been providing cash registers and Point of Sale Systems to Little Short Stop convenience stores for over 40 years. In all that time we have never met a more honest, hardworking bunch of folks. Their sense of responsibility to their community is obvious. Their charitable efforts are impressive. The way they care for their staff is commendable. Their stores are well appointed and well managed. They are just good people.

We wish we had a dozen more customers just like them.

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Little Short Stop Stores

with trending industry developments. “One of the reasons I was brought in about ten years ago was because the business was still using old-fashioned cash registers.

So, we moved to electronic point of sales, which has allowed us to accelerate what we were doing in our locations, and create unique promotional opportunities with our partners.

“In terms of technology, we were the first retailer in Canada to become what we call a ‘cashless store’. What that means is we have a cash machine in our store where team members don’t handle cash. Instead, the customer will come in, and say they have to pay $9.40, they have three options to complete the transaction: inserting their credit card, tapping, or they can insert $10 in notes and it will give them the change.

The reason that we moved towards this is because cash is one of the dirtiest items people can touch, so the less touch points we have, the better.

“The other reason is our team members can provide a better customer experience because they are continuously observing, and on-hand to assist. Our store visitors appreciate it because they know they are going to receive the correct change, and they also feel better because less cash is handled.

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we are in the unique position to make decisions and invest quickly because of our family-owned business structure.

So, with that in mind, I believe the future looks great for us, and we will continue to focus on providing excellent service for our customers,” Gerry concludes. We look forward to catching up with the company in the near future to see where else the community convenience store has taken root. v https://www.littleshortstop.com/ “On top of that, we were the first convenience store in Canada to install Bitcoin machines, which have now spread to 24 of our 30 locations. These locations have an exclusivity within the region and it has been very successful. Of course, the downside to cryptocurrency is fraud.

To counter this, we have trained our team incredibly well so that if they spot a customer on their phone and they are approaching a Bitcoin machine, we ask them what they are doing, and if there is someone asking them to deposit Bitcoin to the machine, we tell them to hang up immediately. We have had a lot of people thank us because we are preventing them from getting caught up in a fraud situation. It’s again because we have trained our people, and we want them to be aware that this can happen, and prevent it when it does.”

These advancements are all in addition to the fact that the business became an early adopter convenience store in Canada when it came to taking to online food ordering. In this venture, the business partnered with SkipTheDishes which served it well during the pandemic when home-delivery emerged as a fantastic means for the hospitality and food industry to keep its doors open.

Looking further ahead, Gerry divulges how Little Short Stop is keen to maintain its expansion momentum, while ensuring it remains focused on its outstanding customer care. “We are always looking at new things. We are constantly looking to expand store locations. In terms of store openings, we could open as many as five in the coming year, but it really depends where the opportunities are and what we can do. We always have things in the pipeline regarding new locations, and

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ScS

Chairing is caring 86

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With stores spread across the UK, ScS is using innovation to grow its customer reach even further by improving its online platform, expanding its product range, and bringing creativity to the fore through a collaboration with Laurence Llewelyn-Bowen

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ScS

S

cS is a veteran business with over

CEO, Steve Carson, shares with us the

company was originally established, we

120 years of working in the home

company’s craft and specialties, along with

have around 100 stores up and down the

furnishing industry. As a result

new developments that are continuing to

UK, in addition to a number of distribution

of its long-standing history, the

keep ScS a favorite furniture retailer.

stores equally as wide spread. From there,

company has been able to grow into a £400 million debt-free business. Newly appointed

“On top of the fantastic support center we have based in Sunderland, where the

we are able to deliver our products directly to our customers’ home,” he says.

For Steve, his company’s success lies in its ability to appeal to a wide range of customers, which is a special product of the hardworking team keeping the stores running, a topic that he comes to later on in our conversation.

“We do sofas, dining furniture, and occasional furniture such as coffee and side tables. Aside from furnishing, we also do flooring, which ranges from underlay and carpets, to hard flooring as well.

“Our products range from about £299, right up to £5000 and more, so there really is something for everyone, and within everyone’s budget. I think what puts us ahead of our competition is that we supply a number of great brands, and items that people would recognize like the La-Z-

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Boy – notoriously remembered from Friends as Chandler and Joey’s favorite piece of furniture. Then there’s G-Plan and Italian inspired SiSi, so you can see we have a number of key brands, and then an even wider breadth of items, not to mention a wonderful set of colleagues to help and support,” he expresses.

More excitingly, the business is keen to continue expanding its offering even further with a collaboration with Changing Rooms star, Laurence Llewelyn-Bowen. “About 18 weeks ago, we launched the partnership at the National Television Awards, and Laurence has been fantastic to work with.

We had our store manager conference in the autumn, and we brought Laurence along with his products, and he talked with such passion about them, and we are thrilled that these will be exclusive to ScS. He has

going to be crucial to leading ScS in the

of modernity and a level of fashion there,

connected fantastically well with the team.”

right direction. Secondly, he says that

while also ensuring that we kept an offering

the creativity will continue to inspire the

for everyone. Laurence has introduced both

twofold. Steve is determined to bring

company’s brand as a whole. “When I joined

style and comfort, as well as great value for

contemporary aesthetics to the stores

the company, one of the things I wanted to

money with the products he has designed

catalogue, and believes Laurence is

do with the products was to bring a level

for us.

The reason for this collaboration is

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ScS

“He has designed three ranges and

affordability, Steve is now determined to

“Alternatively, their journey might be

they come in one, two and three-seater

improve ScS’s online presence, and believes

entirely online-based, and they are quite

options, and they will all be on the website

that being an omnichannel business will

happy with what they can see. From this, we

for our customers to peruse the new brand.

bring more potential for growth. “We see

have really tried to improve the resolution of

Within that, we have the Regency collection,

about 80 percent of customers start their

our images to make it easier for customers

the Illustrious, and the Sovereign, and

journey online, which takes place through

to see. Additionally, we are also working

each product has Laurence’s LLB motif

a number of approaches. They might go

on augmented reality, so that they are able

on them, and hopefully it is the start of

onto our site, and get a sense of the style,

to look at any particular sofa, and put it in

a longer-term relationship with him,” he

whether it suits them, if it shouts value for

their living room to test how it looks in that

shares with us.

money, and then they might visit a store to

setting. Thousands of customers have also

make the final decision.

sent in photographs to our gallery online

Equipped with bespoke ranges and

of the product they ordered for their home, so we have lots of customers who browse through that to get a sense of what it actually looks like in a home rather than on a website. Those customers will then purchase online, and won’t feel the need to go to a store. The growth we have seen in this area is significantly positive, and it will be an area that we continue to develop. I just want to do the best job I can for the customer, wherever they want to shop, and however they want to do it.”

Continuing on the topic of developments, particularly with regards to the future of ScS, Steve shares how the company is exploring a number of

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avenues to improve the furniture shopping experience. “We are focusing on the future of the store, and at the moment, we are in the process of refining what I call our ‘sandpit store’, which is basically a store that we are trialing a number of improvements in. With the help of customer feedback, employee suggestions, and technological advancements, we are investigating what works and what doesn’t, we hope to bring together our latest thinking into one store, which will be up and running in a few months.

“Alongside that, we will potentially open some new stores this year, and refresh some of our existing ones. But for me, most excitingly, we want to improve the ways in which we can give back to our communities. To achieve this, we are looking at the environmental, social and governance aspect of our business, and finding ways in which to up the measures that we have in place. At the moment, we are part of FISP, which stands for Furniture Industry Sustainability Program, and ScS has also joined the Leather Working Group.

on the back of that listening, and I think that

who work for us. Some of them have been

This means that we are committed to

is important.”

with us for more than 40 years, and I am

sustainable supply, and accordingly, we have

Steve is immensely proud of his team,

delighted to be part of the business. As

switched all our electricity to 100 percent

particularly of the support and dedication

only the fourth CEO for the company, I feel

renewable sources and we have added our

they have invested into keeping the

as though I am the custodian of it, and I

first fully electric vehicle to the company car

company as successful as it is today. He

just want to help the business grow, and

fleet. In addition to that, we have donated

looks forward to a brighter and more

do an even better job for our customers,”

10,000 free meals, particularly during

promising future. “I genuinely think we

he concludes. v

recent challenging months, to a number of

have a wonderful group of colleagues

https://www.scs.co.uk/

our customers and others, and we have raised money for bowel cancer. So, we have really tried to think carefully about being a responsible business, how we can make a difference, and how can we give back.”

In bringing our conversation to a close, Steve discusses the importance of a healthy and closely-knit company culture, and how management of the ScS team is continually striving to put the needs of its employees first. “We always endeavor to do right by our colleagues. When someone new joins, we put our arms round them, and help get them settled as best as possible. We care deeply how people feel, and we listen hard and we take actions

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91

Learning Express

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RETAIL-MERCHANDISER.COM

Work hard,

play hard With its network of locally owned toy stores continuing to grow, Learning Express prepares for its biggest year yet

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93

Learning Express

A

s a company known for

new infrastructure in order to supply its

website, which was one of the greatest

customers with the most on-trend items,

local storeowners, friendly

things to come out of the last few years. We

as Lauren explains: “After a challenging

atmosphere and impressive

changed how the website was structured;

initial few months, two trends became

range of on-trend toys, Learning Express

before, a customer could go online and place

unbelievably popular: Squishmallows and

continues to see success. With the help

an order based on the shared inventory of all

fidget toys. We have a really strong working

of its brand-new website, exclusive range

online store locations. Using the customer’s

relationship with Kelly Toys, and as a result

of Squishmallow plush designs, and

location, a store would then be selected, and

the company was able to manufacture

strong network of trusted suppliers, the

they would ship the item. This system was

some Squishmallows for our stores and

company celebrates 35 years of keeping

difficult to maintain during the pandemic,

customers. We were then able to offer

its customers entertained, and steps

and we found that customers wanted local

exclusive Squishmallows in our stores, which

confidently into the new year.

solutions instead. Each of our stores now has

really drove a lot of traffic, both online and

its own website, based on its own inventory,

in-person.

With its boredom-busting portfolio of workbooks, puzzles, activities and toys,

so when a customer shops they are shopping

Learning Express has become a beloved

in their local store for items that are locally

have stocked fidget spinners for a few years

outlet for communities across the US.

available. That was a huge development

now, but with this latest trend came demand

Over the last two years, the company has

for our stores; our teams on the shop floor

for all kinds of fidget accessories, including

adapted its model, and invested in a new

absolutely loved it.

Pop-Its, tubes and fidget rings. Because of

IT infrastructure, in order to overcome

94

“We used the time to work on our new

its dedicated network of

“We really wanted to create something

“The other major trend was fidget toys; we

how our business is structured, we were able

the challenges of a pandemic. As the

that was needed by our stores and necessary

to get the new products into our stores very

company’s Director of Marketing, Lauren

in the existing climate, for the business

quickly. This helped us to continue offering

Derse, details: “The last few years have

as well as the customers. Our hard work

our customers a new and unique mix of toys.

been a rollercoaster. At the beginning of the

definitely paid off, as we were able to turn

pandemic most of our stores had to close

the project around rapidly,” she adds.

“That’s really what I mean when I say it’s been like a rollercoaster. We’ve had the lows

for a few months. Some of our locations

As the new website increased store

of 2020 and the initial pandemic, which were

were able to remain open with curbside

accessibility during the initial lockdown

then met with good internal developments, a

pick-up or shipping only, however a lot

periods, it also streamlined Learning Express’

new website and leading the way in terms of

of stores were fully closed, so sales were

operations, and kept local customers in

toy trends. Overall, we’ve had the best year

down dramatically. Traffic for our pick-up

contact with local stores. As market trends

in the history of our company, so it just goes

stores was trickling in, but it was nothing

became more prominent throughout 2021,

to show how important adaptability and

compared to what we are used to.

Learning Express used its impressive

resilience is.”

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“In terms of the more qualitative aspects, Learning Express is a locally owned community toy store, and so most of the franchisees that are interested in the company are looking to be a part of their community, and have a flexible lifestyle that works with their schedule and family life. They are giving back to their local community, which is something you rarely get in a career.

“The other selling point for a lot of franchisees is the fact that Learning Express is truly a family toy store; the communication between all of our stores is remarkable, and some of our hottest products have been discovered by franchisees who have had success in their own store, communicated it with our buying team and stores, and Alongside these company-wide successes,

franchisees, because as a brand we add a lot

then turned it into a huge trend. That’s how we

Learning Express was supported throughout

of value to each local store. On a qualitative

made all the fidget toy discoveries, and another

the pandemic by its network of local

basis, because of the relationship and history

one of our storeowners started discussions

storeowners, who worked hard to ensure

we have with our vendors, we are able to offer

with Kelly Toys about exclusive Squishmallows.

customers were able to beat the lockdown

very good discounts to our storeowners. Every

People come to us for a sense of community,

blues with the best toys, activities and games.

time they place an order, they are getting an

as well as the high levels of communication we

“All of our stores are locally operated, so each

incredible deal, which in itself is worth the

maintain, and the strong relationships we all

store owner had the freedom to do what

royalty.

have with one another.”

their customers needed. Some were able to get private tours arranged in their stores, others did telephone and Zoom tours. I am head of marketing at Learning Express but I also own my own store in Bedford MA, and I was making local deliveries all over the town, because customers were uncomfortable coming to the store. Every store owner was able to adapt and offer their customers a shopping experience they were comfortable with,” enthuses Lauren.

As the company continues to grow, so does its community of storeowners, as Lauren reveals: “In 2020 and 2021, we opened up a number of brand-new stores, which is fantastic. We have seen lots of interest in terms of new

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95

Learning Express

Bolstered by its strong, adaptable model,

many new customers. Our goal now is to

the market, Learning Express prepares for

continuously communicate with them and

level; our stores are coming out of their best

an exciting 35th year. As Lauren concludes:

encourage them to come back to the store.

year ever in 2021, and so we are excited

“I know our home office team has never

to continue that momentum. We have all

“We think 2022 is going to be good. Our sales

96

the trends in 2021, we were able to acquire

hard-working team and incredible insight into

in January of this year have been higher

been more well positioned, and excited about

engines ready to go.” v

than they ever have been, and because of

our strategic projects getting us to the next

https://www.learningexpress.com

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