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Retail & Service

Business Matters Sheffield City Region - Retail Hub of the North Issue 13 April 2016

In this issue: Fox Valley Retail Development Retail Matters Conference Hat trick of awards for Town Centre

Welcome to our thirteenth issue of

Ann Cadman OBE Vice Chair of the Sheffield City Region Retail Forum and Managing Director of The Source Skills Academy

We are now moving into what is the new financial year for many and the final quarter of the 2015/16 year saw a number of interesting developments, with some equally interesting activities due to take place this year. As Vice Chair of the Sheffield City Region (SCR) Retail Forum, together with the two Chairs of the Retail Forum and Sports, Leisure and Tourism Forum, we have provided consultation feedback regarding the Visitor Economy – in the hope of providing a stronger economic message to business leaders in the region. The Visitor Economy is hugely important to the SCR but is currently underplayed – we believe this to be the primary sector for the region in relation to job creation, wealth creation and a key factor in promoting the region and enhancing the attractiveness of it as a place to work and live.

welcome 32 retailers including ALDI, Regatta, Pets at Home and a brand new, independent department store. Also featured in this issue is the next Retail Matters conference which is taking place on Tuesday, 12th April. We have two great speakers lined up for this event; we are looking forward to welcoming back Randal Casson of PWC. Randal is a brilliant speaker and we were delighted when he said he would address the conference once again. Secondly, we are very lucky to welcome Sharron Lowe who is an international speaker and author who is usually found on the stages of the likes of Lancôme, Chanel and Estée lauder.

There are great opportunities to boost job creation and visitor economy, with further retail developments in Sheffield, Doncaster, and Barnsley Markets, to increasing family-based visitor attractions such as the successful Yorkshire Wildlife Park and the historical links in Chesterfield and Bolsover.

The new financial year will not be without challenges in retail but this isn’t new. Retail isn’t static and we must continue to develop and break barriers to remain competitive. We need to be innovative, and responsive to the changes in customer behaviour.

In this issue of Retail & Service Business Matters we look at one of the SCR’s most recent developments, Fox Valley in the North of Sheffield. The new development is hoped to bring 900 jobs to the region and is providing 144,000 sq. ft of retail space, new office space and 118 new homes. The development will

One major topic for businesses and individuals alike is the EU Referendum or the “Brexit” in June. There are strong arguments for and against staying in the EU and many businesses I have spoken to want to stay part of Europe, but others feel the benefits of leaving. I however, do not have the knowledge to discuss

this area but most of us will have formed our own opinion. Dennis Gillibrand, Chair of leadership organisation Vistage, has given us some points to consider when making our decision. In March we celebrated National Apprenticeship Week and International Women’s day – both of which showcased inspirational women and young people. We have again been impressed by our apprentice April Bell who is a great ambassador to apprenticeships and has had the opportunity to meet with the Prime Minister and we were lucky enough to be part of the International Women’s Day celebrations with Barnsley & Rotherham Chamber’s Women in Business Group. The event provided some fantastic speakers and some food for thought as well as showcasing the ATHENA awards. I would like to pass my congratulations on to Jill White of Andy Haselman Consulting who very deservingly won the ATHENA Award and to Jackie Freeborn and Lisa Pogson of the Women in Business group for a wonderful inspiring event. I do hope you enjoy this issue of Retail & Service Business Matters and I hope to see you at the Retail Matters Conference on 12th April.

This Issues highlights New Rotherham Chief Exec

Fox Valley Retail Development

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Meadowhall’s Overhaul begins



Star Apprentice, April Bell of Monica F Hewitt in Hillsborough, was invited to a celebration event hosted by the Prime Minister earlier this year. The event was to recognise the contribution apprentices make to the UK economy and April was invited to the event along with other apprentices from across the country,

all of whom were shortlisted at the National Apprenticeship Awards Final in London. April began her apprenticeship journey at 16, now 22 she has gained level 2 and level 3 qualifications in retail, business administration, management and floristry and is now looking to progress onto a level 4 qualification. Speaking about the event, April said, “I can’t believe how lucky I was to be invited to meet the Prime Minister and it is something I never thought I’d do. What makes it even more special is it was to celebrate apprenticeships, which is something I am so passionate about.

April attended the event with one of her tutors, Ann Jones, Work-based Learning Team Leader at The Source. Commenting on April’s achievements, Ann said, “April is a shining example of what an apprenticeship can help you to accomplish and we are so proud of everything she has achieved and how far she has come.” Following the event, Prime Minister David Cameron said, “I was absolutely delighted to be able to welcome these outstanding apprentices and companies which support them to Downing Street to celebrate their achievements.”

“Apprenticeships have not only allowed me to gain qualifications, they have also given me a career that I absolutely love!”

The EU Referendum, How will you decide? Dennis Gillibrand, Chairman of Leadership organisation Vistage discusses the EU Referendum. questioner asking if bats would continue to be protected.


But just how will you decide? There has been a huge amount of research on how we make major decisions - I feel that it can be broken down into three areas, head, heart and gut.

Then all you do is mark columns headed "Remain" and "Exit" out of 10, possibly weighted and there is your answer. The difficulty is that it is almost impossible to get to the truth as the facts are being filtered by politicians and other interested parties.

The best way to describe this method in this context is to ask yourself how you react on the morning of June 24th, the day after the referendum, when the result is announced. Ask yourself if a “Remain” vote gives you a warm fuzzy feeling or scares you then repeat for an “Exit” vote.



Probably the simplest method using some form of analysis, is to develop a decision matrix. For the EU referendum, you would list all of the topics that are key. Examples might be the economy, immigration, costs and benefits of membership, complexities of leaving and having to renegotiate our relationship with the EU etc etc. I have even come across one

This method is to simply ask yourself some EU emotional questions – yes they do exist, such as; "Am I proud to be European or would I be prouder to be part of an independent UK?" Or when you are on holiday in the south of France do you want to feel that you are a part of that club.

The media is full of the issues that supposedly will help us to decide how we will vote in the EU referendum on 23rd June.

In conclusion, I would just ask you to consider how you made the biggest decisions in your life such as choosing your life partner, a new house or a car – did you use heart, head or gut?


Sharon Kemp, Chief Executive of Rotherham Metropolitan Borough Council In taking on the role of Chief Executive of the Council, I am primarily committed to continuing the organisations improvement journey; working with the Government appointed commissioners and the new senior management team to deliver quality services, which also provide value for money for our residents. Part of my role is to also be an ambassador for Rotherham and to work with partners – locally, as part of the Sheffield City Region and farther afield – to grow the local economy, pull in investment and create jobs for local people.  

The Council has now agreed its budget for 2016/17 and as part of this up to £17million has been earmarked for the continued regeneration of the town centre, focusing on building its residential, retail and leisure offer.

Encouraging people to shop locally in the town centre is an important part of this. After all there’s every reason to! It was chosen as one of 27 Portas Pilot towns and won a large proportion of the £1m High Street Renewal Fund as a result. In December 2015 Rotherham was announced the winner of the Government’s Great British High Street competition and in January 2016 our Tuesday Street Market was awarded ‘Best Large Outdoor Market 2016’ in the annual National Association of Market Borough Authorities awards.

Plans include improvements to the Transport Interchange to address current condition and public safety issues and a number of key strategic sites have been identified for development, with a view to capitalising on improved transport links with the wider city region. We are of course working closely with the city region, to identify funding for the development of our town centre, but we will also look to the private sector to identify development

opportunities and will support these where it is sensible to do so. The Council’s support for the Rotherham Investment and Development Office will also continue this coming year and the team there are working to provide a high level of support to businesses and to ensure that the town centre is promoted as an ideal destination for shoppers and visitors. Despite challenging times for the retail sector nationally, Rotherham has attracted a more diverse shopper base and a healthy 160 businesses have opened over the past five years. We must capitalise on this trend and maximise investment opportunities. We must work with private and public sector partners to identify and progress developments where we can. We must continue to host vibrant events, celebrations and community initiatives, such as this year’s ‘Clean for the Queen’ campaign to celebrate Her Majesty’s 90th birthday, to showcase the best of Rotherham. And in echoing the Council’s new vision we must do this - as one community – to get the right results.

Turn to page 16 to read about Rotherham’s latest award win - Hat trick of awards for Town Centre shops


Brief highlights from across the region

National recognition for Brampton Brewery Brampton Brewery has enjoyed success at the prestigious CAMRA National Winter Ales Festival. The firm won a bronze medal for its Brampton Mild in the Old Ales & Strong Milds category – one of just four categories from which the ultimate National Champion Winter Ale is chosen.

Brampton’s Chris Radford was understandably delighted with the award. He said, “This festival recognises the finest ales the UK has to offer in this growing sector of the market, and to think that at Brampton we produce beers that stand alongside some of the biggest, best and most respected beers in the whole country is quite humbling”.

Candle Boutique opens in Barnsley’s Victorian Arcade Candleberry Lane, as the name suggests, mainly sells candles but also stocks a wide range of homeware and gifts. The 34-year-old entrepreneur Russell Shaw has swapped selling caravans for luxury-scented candles opening the shop after leaving his job at Goodalls Caravans in Huddersfield last October.

reputation for being the most powerful scented candle on the market. The manufacturing process amplifies the fragrance beyond what is normally possible, but without creating an overpowering scent. As well as stocking a large selection of Candleberry scented candles, the range also includes concentrated room sprays and even car air fresheners.

Candleberry candles haven’t been available in the UK for long, but they have quickly gained a

Makeover for independent shops on London Road Local shops in a Sheffield district centre are getting a makeover in a project aimed at putting the heart back into the area. This will be the third such project for the city. Work has started to refurbish over 100 shop frontages on London Road, giving them new signage and guttering, and sprucing them up. The work is expected to take around 10 months and is part of Sheffield City Council’s strategy to help, support and promote District and local shopping centres.

Councillor Jayne Dunn the Council’s Cabinet Member for Housing said: “London Road has a strong community and excellent transport links, but has many shops in poor state of repair. Given that this is one of the main routes into the city centre, this project will help the area become more attractive to shoppers and boost the centre’s potential."


The 8th Retail Matters Conference will take place this month and as always, will aim to share best practice in the retail sector. The conference, taking place Tuesday, 12th April at The Source Skills Academy at Meadowhall, will feature around growth and a range of speakers will share their views on continued and future growth in the sector. This is a free event and will be invaluable for anyone looking to hear what experienced business leaders and retail industry experts believe will be crucial for future success in the retail industry. The event will welcome back Randal Casson, Retail Audit Partner for PricewaterhouseCoopers LLP. Randal was a huge hit when he joined the conference

in January 2015 providing delegates with an entertaining and thought-provoking presentation on Retail’s winners and losers. Randal has been with PwC for almost 30 years, starting in Melbourne Australia and arriving in Yorkshire by way of London, New York and Manchester. He is PwC’s Retail leader in Yorkshire and is a regular media commentator. Randal is the current audit partner on a number of national retailers, including BMB, Thorntons, Tommy Hilfiger, Vertu Motors, and bathstore. We are also delighted to welcome keynote speaker, Sharron Lowe. Born in Sheffield, Sharron has strong roots in the region and is

delighted to joining the conference. Sharron began her retail beauty career in Debenhams on The Moor and worked her way into International management for a cosmetics brand before becoming the go-to success coach for global luxury brands such as Chanel, Calvin Klein and Clinique, Parfums Christian Dior, Estée Lauder and Lancôme Ann Cadman, Vice Chair of the Sheffield City Region Retail Forum and Managing Director of The Source Skills Academy, said "This event brings high-calibre speakers and strong networking opportunities to all. It is an invaluable opportunity for anyone looking to hear what experienced business leaders and retail industry experts believe will be crucial for future success in the retail industry. "The event attracts businesses of all sizes and past feedback has been exceptional. Long-established companies and corporate organisations willingly share their best-practice and numerous entrepreneurs have told us this helped them to see a clearer path into business. Learn from the best and the better your business becomes.”

Retail Matters

Conference Date: 12th April 2016 Time: 1pm – 4.30pm Venue: The Source Skills Academy, 300 Medowhall Way, Sheffield, S9 1EA.

To book a last minute place contact


Author, Speaker, Success Coach

Sharron Lowe began her career working as a Beauty Consultant in Debenhams Sheffield and has spent her whole career within the retail industry. Sheffielder Sharron Lowe, a motivational speaker, author and growth coach credited with adding millions to the wealth of some of the world’s most coveted beauty brands, will be interviewed on stage at the retail matters conference by event host Jo Davison, former Star women’s and business editor. After studying for a beauty diploma at Granville College at 18 Sharron became a Faberge consultant on the beauty counter in Debenhams on The Moor, broke sales records and was quickly promoted to area manager for Faberge. After being head-hunted to a senior role at Nina Ricci, she became the UK Sales and Marketing Director of an international cosmetics company. Sharron is now a Success Coach, conference speaker and author of The Mind Makeover. Sharron is highly in demand and is a motivational speaker for global luxury brands,

including Chanel, Estée Lauder, Clinique, Parfums Christian Dior, LVMH, and Lancôme. Sharron also counts Retail Department Store Groups; Debenhams, Marks & Spencer and Boots amongst her clients. For the past 15 years she has also run image and confidence-building workshops for the homeless charity, Centrepoint using The Mind Makeover techniques to show homeless young women how to build their confidence and achieve their life goals. Her coaching career has seen her training and mentoring right across the world’s retail industry. “I stepped off the beauty counter to give mind makeovers. Education, expertise and empowerment can all help people achieve success, but it is their attitude of mind which holds the real key,” says Sharron.

“Makeovers fill our TV screens, magazines and newspapers. We are encouraged to makeover our appearance, wardrobe, home, lifestyle, relationships and career. Yet, who encourages us to makeover the single most important asset we have: our MIND. “Often we don’t live our best life, simply because we don’t know how to take charge of our precious Mind. The Mind Makeover will give you the skills and confidence to make massive positive changes and, most importantly, motivate you to take action! So that what you want becomes what you have NOW.” Sharron will be sharing inspirational tips on ditching negativity, achieving full potential and how to excel at customer service.


Opening in June 2016 Fox Valley is a new development in Sheffield, bringing retail and commercial space to the North of Sheffield. Fox Valley is a master planned redevelopment of a 28 acre former Outokumpu steelworks site in Stocksbridge, which will bring a new retail centre to this part of Sheffield. The £50million development, delivered by South Yorkshire based Dransfield Properties Ltd, has been carefully designed to reflect the area’s rich industrial heritage as well as answering the need for a new retail and commercial heart in this growing catchment. Once completed the development will include:  • 32 new retail units ranging from 635 to 16,000 sq. ft.  • Café and restaurant units • Office space ranging from 600 - 10,000 sq. ft.  • New centre car park with approx. 600 spaces  • Comprehensive landscaping, water feature and new pedestrian links  • A new housing development neighbouring the development

A host of high street names have announced they’ll be opening later this year. Pets at Home and Regatta are the latest companies to announce they’re taking space in the 144,000 sq. ft. brand development. Regatta, which has more than 40 years of experience in outdoor clothing has chosen the development as the location for its brand new landmark store which will stock a full range of the Regatta brands – including the premium Dare 2b and the Craghopper range. The new store will cover 4,000 sq. ft.

Fox Valley has been designed around a 600 space free customer car park with a stunning fountain area and outdoor seating for the new restaurants. It is hoped the development will create around 900 new jobs for the area. A jobs fair will be held on Thursday 21st April 2016. For more information visit

The Fox Valley Pets at Home will cover more than 9,120 sq. ft. and will also house a new grooming parlour and veterinary practice as well as a retail store. The centre will also be home to the region’s largest Aldi store, Independent opticians Martyn Kemp, a medical centre and independent coffee shop brand Central Bean.

Stefano Ispani (left) of Ponti's Italian kitchen with Mark Dransfield


Italian restaurant selects Sheffield’s Fox Valley for its first venture outside London London based Ponti’s Italian Kitchen has announced its first opening outside the capital – with a new Italian restaurant planned at north Sheffield’s Fox Valley development later this year. The family run firm has successful restaurants on Duke Street and Oxford Street in London’s West End and will be bringing its unique take on premium casual Italian dining to Sheffield when the new development opens in June. Headed by Stefano Ispani, Ponti’s Italian Kitchen has its culinary heritage from the town of Piacenza in Northern Italy - the birthplace of designer Giorgio Armani. Stefano’s family opened their first caffè business when they moved from Piacenza to London in 1963 and the company is now looking forward to bringing the Ponti’s Italian Kitchen experience to Yorkshire. The Ponti’s Italian Kitchen restaurant will continue to provide an all day offering and have around 150 covers spread over 4,750 sq. ft. on two floors.

It will feature a fabulous award winning “Perini & Perini” Spumante bar with a balcony as well as a private dining room above the ground floor restaurant – all beautifully designed to bring a genuine taste and warm experience of Italy to north Sheffield. The restaurant interior is designed by the award winning northern interior designer Simon McIlwraith of Collective Design. The restaurant has also been styled to benefit from the building’s south facing aspect at Fox Valley with an attractive outdoor seating area featuring specially designed outdoor fire pits set around the garden and fountain area to enable dining almost all year round. Stefano said: “We have been looking to find the right landlord to partner with in a location for our first Ponti’s Italian Kitchen outside London.’’

“With Mark Dransfield and the Fox Valley development we believe we have a perfect partnership; it really is the ideal spot for a new development in a beautiful location in north Sheffield. ’’ “We are creating the authentic feel of a real Italian kitchen with the warmth and passion for fantastic “home cooking” which goes with that. Our guests appreciate that we have a keen eye for detail and that will be evident throughout the design, layout and of course the food and customer service. ‘’ “This is a wonderful opportunity for us to design and develop our restaurant from the ground up and have an influence on the way the building functions. This is our first restaurant outside London and we are very proud to be working with the Fox Valley team who share our vision and commitment for quality in everything they do and how they work.”


Plans for new independent department store unveiled for north Sheffield A brand new independent boutique department store will open later this year as part of the £50 million Fox Valley development in north Sheffield. The 17,000 sq. ft. store – called Sandersons - will be arranged over two floors and house a range of great brands including Gant, Barbour, Phase 8 and Joules as well as Masai and Ted Baker. On the ground floor there will be homewares and menswear as well as a fantastic cosmetics

department with a brow bar, the first floor womenswear department will feature a stunning bespoke tea-room. The main construction work has been completed on the store and the internal fit out work is underway, including a glass lift is being installed to take customers to the first floor.

The brand new store will create around 30 new jobs and is being headed by Sheffield businesswoman Deborah Holmes, who will launch Sandersons on September 8th at Fox Valley with the new autumn winter fashion range. She said: “North Sheffield is a beautiful and unique part of Yorkshire, it’s the part of Sheffield which I’m from so I hope I’ve got a good understanding of the kind of brands which will be popular in the area. “This is a really exciting venture for me and we’re now starting to select our stock for the autumn and winter season and finalising the designs for the different departments. It’s a fantastic space with some great natural light and it will definitely have the wow factor.”

Former pro-cyclist Gibb launches new cycle store brand in Yorkshire Cycling World Championship silver medallist Tony Gibb is launching the first of a new format cycle store in south Yorkshire this summer – less than two miles from the route of the 2014 Tour de France Grand Depart. The new venture is aimed at bringing a completely new approach to the traditional bike shop format with a fantastic contemporary design. The first Full Gas Bikes store will house a test track, coffee shop and full service area including bike cleaning and has been designed down to the last detail with the cyclist in mind. As well as the Tour de France Grande Depart route, the new store is just a few hundred yards from the famous Pearoyd Lane – the venue of the National Hill Climb in both 2009 and 2014. It’s also on the doorstep of some of the best


mountain bike trails in the region which provide the training ground for the World Mountain Bike Downhill Champion Steve Peat. Full Gas will stock world leading brands covering all disciplines and age groups as well as a range of Full Gas branded kit and accessories. There will also be Full Gas Cycle Clubs for both adults and children with regular rides as well as talks and seminars from some leading names in the cycling world. Tony said: “The Tour de France coming to Sheffield in 2014 really focussed the whole area on cycling and it was a great experience to see

the passion for the sport first hand during the Grand Depart. “Welcome to Yorkshire have done a fantastic job of building on that love of the sport in the region with the Tour of Yorkshire. This definitely feels like the right place to open our first Full Gas store. “We are surrounding by some of the best cycling routes in the region and of course a lot of challenging hills.”

Meadowhall announced in February that works began on the initial stage of the centre’s £60 million internal refurbishment programme. The first area of Meadowhall to benefit from the extensive makeover is both levels of The Arcade, from M&S to the iconic central dome. Designed by leading international architects BDP, the extensive changes include new balustrades and handrails, redesigned ceiling bulkheads, as well as new seating, lighting, signage and wayfinding. The refurbishment will take place overnight when the centre is closed to ensure visitors and retailers are unaffected by the works. Announced last year, as Meadowhall celebrated its 25th birthday, the refurbishment will deliver an unrivalled shopping experience for customers, further securing Meadowhall’s reputation as a key destination for retail excellence. The refurbishment will create distinct districts within the centre, each with an offer and character of its own. The works

will also enable a number of retailers to install double height shop fronts. Conducted in a series of phases, Meadowhall’s transformation will be completed by the end of 2017. Commenting on the start of the works, Darren Pearce, Meadowhall Centre Director, said: “Following months of planning we are delighted to begin work on the overhaul of Meadowhall. The refurbishment is an important milestone for the centre and over the coming months visitors and staff are going to see some exciting changes taking place. Feedback received to date from shoppers, our retailers and restaurants has been very positive, and everyone is excited about the upgrades being made.

“To ensure the works are completed smoothly and with minimal disruption to visitors, shops and restaurants, we are launching new signage and information points to help communicate what is happening and when. Our customer service team is also fully briefed and we will have additional team members in the malls to answer any questions and assist visitors.” In addition to the refurbishment, Meadowhall is continuing to attract new shops and restaurants to add to the choice and experience visitors can enjoy, with brands such as Jack Wills, Diesel, Michael Kors, Kiko Milano, Lush, Goldsmith’s Boutique and Joules joining the centre’s line-up.

Prime site for Green + Benz Award winning gemologist, Helen Dimmick opens a new Green + Benz store in the heart of Chesterfield’s town centre. The new prime location has given Helen the opportunity to provide an open shop floor, a luxurious private viewing room and all the addon services for an exceptional “service focused” sales experience. The store features 120 sqm of retail space and the first floor houses office facilities and a workshop of on-site bespoke work. Commenting on the relocation, Helen said, “Positioned alongside the vibrant market square and at the end of bustling Vicar Lane, this new location allows us to deliver significantly more choice and experience to our customers. For instance, alongside key brands such as Swarovski, Thomas Sabo and Links

of London, we can include a wider range of designer and fashion brands. And an exciting new addition to our watch offering is the luxury Swiss watch brand TAG Heuer.”

been shortlisted for Retailer of the Year 2016 and Best Store Environment 2016 in the UK Jewellery Awards.

To celebrate their move, the company organised a prestigious invite only evening event in March which shared expert knowledge from Helen and jewellery and watches were also given away, with the unique opportunity to step into Green + Benz’s workshops to learn the tricks of the trade from in-house designer Abi Makin also up for grabs. The Green + Benz brand, which has a sister store in Sheffield city centre, has recently


Get into the Prince’s Trust For the past 5 years, The Source has been delivering programmes with the Prince’s Trust. The successful ‘Get into’ programmes are for 16 to 25 year olds to gain experience to help them move into employment. Usually the young people are not in education, employment or training (classified as NEETS) and are from a range of backgrounds.

their achievements. Of the 14, five had started in employment and four were waiting back on interview results, with one waiting to start their new role.

The Source deliver programmes in Retail, Customer Service, Business Admin and Hospitality. The programmes typically run over four weeks and include a work placement split over that time which equates to approximately 7 to 10 days.

Although these are brilliant outcomes, this isn’t just what these programmes are about, explains Helen Lee, Team Leader the Schools and Communities department who oversee the training programmes, “Yes the ultimate goal is to get these young people into employment but these programmes offer so much more than just work experience.

14 young people have recently finished a Get into Customer Service programme and The Source hosted a celebration event to mark

“We often find those who are accepted onto the programmes have low self-esteem due to being rejected when applying for interviews and they

can feel quite isolated. The programmes help them to overcome their own personal barriers and we see huge changes in the people who attend. They are more positive and confident, which helps them in a working environment and they also have the opportunity to make new friends.” One of the attendees, Emma, 19 from Doncaster, has now secured employment at Olivers in Meadowhall. She said, “Sending out CVs and either hearing nothing back or being unsuccessful, made me feel not good enough for the working environment. Whilst attending this program I have learnt customer skills, how to improve and develop my CV, completing tasks to the best of my abilities and also how to handle difficult situations.” She added, “I’d like to thank the Prince’s Trust for giving me the opportunity to achieve my goals” The “Get into” programmes are supported by a number of local businesses offering work placement opportunities including, Marks & Spencer, Boots, HMV, B&M and Poundland.

Crystal Peaks deliver the Wow-Factor The facilities management company behind Crystal Peaks has become one of the latest companies in the region to up their customer service knowledge and go the extra mile for their customers. Incentive Facilities Management Ltd look after the day to day operations of Sheffield Shopping Centre and retail park, Crystal Peaks and shoppers can now be expected to be ‘wow-ed’, as 30 members of staff have received one-day WorldHost Principles of Customer Service training. “WorldHost programmes encourage staff to go that extra mile, create stand-out experiences for their customers and deliver the Wow Factor,” said Joanne Lodge, one of four WorldHostaccredited tutors at The Source Skills Academy at Meadowhall. “WorldHost is so different to any other customer service care I have been trained in. It encourages workers to look at themselves and how they interact with people so that

regardless of their role they treat all customers as individuals and go out of their way for them.” Steve Salisbury, Facilities Manager of Incentive Facilities Management Ltd, was one of the team who took part in the training. “I have been involved in customer service roles for 20 years and had heard that WorldHost was being billed as a totally new concept. I was keen to see what all the fuss was about,” he commented. “It swiftly became apparent that WorldHost’s philosophy was not about upselling, which so many customer care schemes focus on, but on listening to the customer and treating them as individuals with very individual needs. “Staff really got it. They are now running up to me to tell me they just ‘wow-ed’ a customer.

To find out what WorldHost training can do for your business contact The Source on 0114 263 5600.


They are doing the extra little things that previously they had perhaps been afraid to do because they took up time away from their regular duties. “They are carrying bags to the cars of elderly people, finding the items customers are hunting for instead of simply giving out directions. We’ve even had staff helping drivers who can’t remember where they parked the car to retrace their steps. “What they get in return is a customer who cannot thank them enough. It’s giving greater job satisfaction and, we hope, making customers feel they have received outstanding care.”

Spring is upon us and there’s a lot to be excited about across Sheffield City Centre. Working closely and in partnership with The Business Improvement District, the board is now elected and sector groups are starting to be established to provide a strong voice for over 2,000 city centre businesses. There is a lot happening across the city in the coming months. 2016 is the Year of Making with a full programme of events celebrating the city's past, present and future as a city of makers, from advanced manufacturing, specialist steels, forged products, and cutting tools to award winning theatre, international art and design, ground-breaking research and world class talent.

This year’s calendar of events includes: Plusnet Half Marathon (Apr): Taking in the beautiful views of the peak district but with a city centre start and finish, over 7000 runners took part in last years’ race, and this April’s event is set to be even bigger. Skyride (Jun): Thousands will once again take to the roads as bike is king for one day. All key roads will be closed, allowing families to safely cycle around the city centre and parks around the city. Doc Fest (Jun): One of the top three Documentary Film Festivals in the World, Doc fest returns in June to turn the city centre into an international centre for all that is Documentary Film. Cliffhanger (Jul): For the first time the UK’s premier climbing festival will be in the city centre and it’s free. Watch UK Bouldering Championships on Devonshire Green or Parkour demos in Barkers Pool, have a go on the zip wire or our BMX trail, then test your nerves on white knuckle rides.

Herd of Sheffield (Jul): A herd of elephant sculptures led by the Children’s Hospital Charity will descend on Sheffield for the biggest public art event the city has ever seen. With over 42 elephants hitting the streets in July, they will create a trail through the centre, attracting thousands of visitors and raising vital funds for the hospital. Tramlines (Jul): With headliner Dizzie Rascal already announced, Tramlines is getting bigger by the year. And 2016 looks to cement its reputation as the UK’s best Urban Music Festival, as Tramlines returns in July. Out of this World (Oct): Now in its third year, Out of this World continues to grow as the region’s best Sci-Fi and Comic event and attracts enthusiasts from far and wide. Taking over the city centre in October, with magic, horror, sci-fi, superheroes and more there’s something for everyone. Don’t forget your costumes!


St Luke’s Hospice has opened its 14th charity shop in Sheffield, but this one is not quite like the others… The new shop, on Crookes Road in Broomhill, is the Hospice’s first shop dedicated to all things vintage, selling a wide range of pre-loved men’s and women’s clothing, accessories, homewares and even classic board games like Totopoly!

St Luke’s Hospice is dedicated to the wellbeing of all terminally ill people in Sheffield and their loved ones and is about life and enabling patients and their families to live theirs and die with dignity and respect.

“Being placed at the heart of Sheffield’s student community, we couldn’t have chosen a better location for our first specialist vintage store and we were delighted by the positive response from the moment we opened our doors,” said St Luke’s Head of Retail Paul Summerland.

Every year St Luke’s cares for around 1,400 patients, and supports their families and carers – helping about 5,000 people in total. At any one time the hospice is caring for up to 20 patients in its In Patient Centre – 400 in any one year.

“We have a great range of vintage stock already in place, but do remember that the success of all our shops depends on our donations, so please keep bringing your unwanted items to us too.”

COMME RCIAL TRAINI NG The Source has a wide range of courses to suit every business need, whether it be first aid, health and safety, or management and communication, we have the courses to train you for a brighter future.

We have courses available for: Health & Safety First Aid Security

WorldHost Customer Service Management & Leadership Online & Distance Learning

For more information contact Laura Vincent 0114 263 5650 or by email

Children’s writing charity sparks bright future for Rotherham Grimm & Co, a Yorkshire charity, has launched a new writing and mentoring centre for children and young people in Rotherham. Grimm & Co is an ‘Apothecary to the Magical’, selling wild schemes, evil plots, charms, curses and kitchenware, including ‘giant belly button cleaners’ for removing pesky stray chickens and ‘suspension of disbelief’. However there’s a hidden writing centre behind the shop front… The new charity is part of the Ministry of Stories family, and has used the same concept of a workshop and mentoring centre fronted by a magical - but real - shop. Grimm & Co’s mission is to be a writing and mentoring space, helping young people to think in new ways, acquire skills and realise their potential through the joyful discovery of stories and the development of their imagination. Once through the secret door - located somewhere in the shop - the Imagination Gym is the first port of call here children can use the Mind Unblocker or Creativity Catcher to unleash their imaginations before climbing the book spine staircase, eventually landing in the story

lounge where they can let their imaginations run wild. It is expected that over 1,300 young people will be able to take part in writing classes in the first year of Grimm & Co through story making workshops, school writing programmes, after school clubs and holiday camps for 7-18 year olds. Grimm & Co founder Deborah Bullivant said: "Rotherham has been through the mill in recent years in terms of perceptions. What we aim to show is that there is much more to Rotherham, the real Rotherham that I know has amazing community spirit and some great talent. We are providing a place, which is dedicated to building aspirations, writing, creativity and inspiring the future of Yorkshire’s next generation." The new charity is supported by writers and celebrities, who attended the opening of Grimm & Co, including Joanne Harris, Ian McMillan, and Paul Clayton. Sir Bob Geldof is also a

patron and has written a short story: ‘Most of my life I’ve spent invisibly’, as a way of demonstrating support to Grimm & Co and this will be available within the tin of ‘invisibility’ on sale in store. Following the launch of the ‘Apothecary’ in the converted former Town Gate pub on Doncaster Gate at the foot of the High Street, Deborah said, “The response has been fantastic, we’ve had so much reaction on social media and people getting in touch from across the country wanting to know where we are.” The project been created with support from local businesses, including Side by Side who have gifted over £90,000 of their time to create the branding, design and keep it true to the background story. Techspray installed the twisted beanstalk slide that provides an exhilarating reward to children after a writing session; and Willmott Dixon installed the huge bookcase and secret door.

Helena Marie Photography


Rotherham town centre has scored a hat track after being recognised for its diverse mix of independent shops. Rotherham was named both category winner and overall winner in the Association of Town & City Management’s (ACTM) annual awards held in London, with judges also acknowledging the support being given to entrepreneurs in the town.

Judges said they were impressed with the range of opportunities provided to entrepreneurs and the cluster of independent businesses that have helped revitalise the town’s retail offer.

In December, the High Street beat off strong competition to win the Great British High Street competition (Town Centre category) and in February Rotherham’s Tuesday market was named Best Large Outdoor Market award in the National Association of Borough Market Authorities awards.

The awards focused on projects such as the Vitality Grants Scheme and Business Development Grants, which provide funding to new and existing businesses, as well as the Pop-up Shops scheme and The Makers’ Emporium outlet. Sixty-six makers, artists and crafters have so far been supported at the Makers Emporium since it opened in April 2014, helping them to test-trade, learn the art of retailing and grow their business.

Now, the ACTM has formally recognised the efforts being made by partners to provide a variety of retail offerings in the town.

And the town now hosts four pop-up shops which offer 12-month supported trading, rental increments and bespoke business advice.

As well as coming first in the Diversifying the Business Mix category, ahead of Coleraine and Dunloghaire, Rotherham was also named overall winner of six categories, beating off stiff competition from Derby, Camden and Walsall who were winners in their own categories.

The last year has seen a number of new partners contributing to the High Street revival with the Arts Council and local supporters funding the pioneering children’s literacy centre and unique retail store Grimm & Co which opened at the end of February.

The award is the third the town centre has received in recent months, recognising the continuing efforts to revitalise the town.

More than 11 new businesses have opened and are continuing to trade successfully in the town centre thanks to assistance and support via the Vitality Grants Scheme whilst eight town centre retailers have benefited from the Business Development Grants scheme within the last four years which has helped them to grow their business and enhance the shopping offer. Rotherham Council’s Advisory Cabinet Member for Jobs and the Local Economy Councillor Denise Lelliott said “There’s never been a better time to visit the town centre, and our latest award reflects this. With improved public transport following a £7m investment in buses, thriving indoor and outdoor markets, and variety of local and national retail units including established businesses, and independent shops with their unique offerings, I would encourage all local residents as well as those living further afield, to come into the town centre and see for themselves what we have to offer.”

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Retail & Service

Business Matters contact The Source Skills Academy on or call 0114 2635600 16

Retail Matters Issue 13 April  

Issue 13 of Retail & Service Business Matters looks at one of Sheffield's new retail developments, Fox Valley.

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